Questionary Research to Learn State of Affairs of Technological Support CRM

Evaluation exercise was made on the basis primary research in which service organizations was spoken. They were answered for questions interrelated to customer relationship management (CRM).CRM, hypothesis, exploited software, cooperative part CRM, outsourcing

Making the cabin safer : a study of crew resource management training for cabin crew : a thesis presented in partial fulfilment of the requirements for the degree of Master of Aviation at Massey University

Crew Resource Management (CRM) is a widely implemented strategy in the aviation community as a training countermeasure to human error. The two most accessible criteria for CRM training evaluation are behaviour on line operation and attitudes showing acceptance or rejection of CRM concepts. The purpose of this research is to investigate CRM training effectiveness for cabin crew, achieved by assessing cabin crew's attitudes toward CRM and their performance during a the training drill. A questionnaire was created for assessing attitudes toward CRM and CRM training from the flight attendants' perspective at Air New Zealand. Comparing attitudes prior to and post the training suggested that the joint CRM training had a positive effect. The joint CRM training improved cabin crew's confidence in safety operation and commitment to their safety role. As some factors, such as job position, gender, age, work-year, aircraft type were likely to affect crewmembers' attitudes toward CRM, the survey also tried to test and finally disclosed that at least job position and gender had an effect on cabin crew attitudes. A series of behavioural markers were developed to measure cabin crew performance during a fire fighting drill. The observation results showed such behavioural markers were useful for assessing flight attendants' CRM skills and indicating the strength and weakness of cabin crew CRM skills showed in the fire fighting drills. In general the study suggests the overall CRM training in Air New Zealand is successful. It is advised that joint SEP/CRM training needs further concern about the balance of CRM and SEP training. It is also suggested which kinds of CRM skills are critical for cabin crew emergency control

Cultural variation of views on effective Crew Resource Management skills

While it is generally agreed in the aviation community, that effective crew resource management (CRM) skills are an indispensable condition for a safe and efficient flight operation, there seems to be a wider range of views on what behaviors constitute effective crew performance. Within a European project an evaluation tool for CRM skills called NOTECHS was developed with four categories: Co-operation, Leadership and Managerial Skills, Situation Awareness and Decision Making. In a study to examine its suitability as a standard for CRM skills in different European regions the cultural robustness of the method was tested. 105 instructor pilots from 15 different airlines representing 12 European countries participated. The participants evaluated crew behaviors in eight video scenarios with the NOTECHS method. According to variance analytical results, regional differences in Europe seem to affect the ratings of CRM-skills only to a small degree. Cultural differences are confounded with other background variables, such as English language proficiency, work experience, instructor experience and attitudes. These background variables seem to have stronger effects on views of effective CRM behaviors than culture per se. Results of the analyses are discussed with respect to cultural robustness of the NOTECHS method

Evaluation of Coordinated Ramp Metering (CRM) Implemented By Caltrans

Coordinated ramp metering (CRM) is a critical component of smart freeway corridors that rely on real-time traffic data from ramps and freeway mainline to improve decision-making by the motorists and Traffic Management Center (TMC) personnel. CRM uses an algorithm that considers real-time traffic volumes on freeway mainline and ramps and then adjusts the metering rates on the ramps accordingly for optimal flow along the entire corridor. Improving capacity through smart corridors is less costly and easier to deploy than freeway widening due to high costs associated with right-of-way acquisition and construction. Nevertheless, conversion to smart corridors still represents a sizable investment for public agencies. However, in the U.S. there have been limited evaluations of smart corridors in general, and CRM in particular, based on real operational data. This project examined the recent Smart Corridor implementation on Interstate 80 (I-80) in the Bay Area and State Route 99 (SR-99, SR99) in Sacramento based on travel time reliability measures, efficiency measures, and before-and-after safety evaluation using the Empirical Bayes (EB) approach. As such, this evaluation represents the most complete before-and-after evaluation of such systems. The reliability measures include buffer index, planning time, and measures from the literature that account for both the skew and width of the travel time distribution. For efficiency, the study estimates the ratio of vehicle miles traveled vs. vehicle hour traveled. The research contextualizes before-and-after comparisons for efficiency and reliability measures through similar measures from another corridor (i.e., the control corridor of I-280 in District 4 and I-5 in District 3) from the same region, which did not have CRM implemented. The results show there has been an improvement in freeway operation based on efficiency data. Post-CRM implementation, travel time reliability measures do not show a similar improvement. The report also provides a counterfactual estimate of expected crashes in the post-implementation period, which can be compared with the actual number of crashes in the “after” period to evaluate effectiveness

Perceptions of Fishermen Households on the Long-Term Impact of Coastal Resources Management in Panguil Bay

Coastal resources management (CRM) has flourished as a management approach for attaining a more sustainable form of economic development in the coastal areas of the Philippines. Its proliferation, coupled with the reasonably long time it has been in implementation, now calls for an evaluation of its long-term impact as a management and development approach. In this study, the long-term impact of CRM is evaluated not from the perspectives of technical people but based on the perception of its intended primary beneficiaries--the fishermen households. It does so not by looking into a specific CRM program or project but by observing the succession of CRM activities conducted in a single coastal area--Panguil Bay, Mindanao--over many years. The objectives were to ascertain if CRM works, identify its major constraints if it does not, and recommend future courses of actions to address the constraints.coastal resources management, long-term impact indicators, ladder diagram, Panguil Bay

Perceptions of Fishermen Households on the Long-Term Impact of Coastal Resources Management in Panguil Bay

Coastal resources management (CRM) has flourished as a management approach for attaining a more sustainable form of economic development in the coastal areas of the Philippines. Its proliferation, coupled with the reasonably long time it has been in implementation, now calls for an evaluation of its long-term impact as a management and development approach. In this study, the long-term impact of CRM is evaluated not from the perspectives of technical people but based on the perception of its intended primary beneficiaries--the fishermen households. It does so not by looking into a specific CRM program or project but by observing the succession of CRM activities conducted in a single coastal area--Panguil Bay, Mindanao--over many years. The objectives were to ascertain if CRM works, identify its major constraints if it does not, and recommend future courses of actions to address the constraints.coastal resources management, long-term impact indicators, ladder diagram, Panguil Bay

A Method of Rapid Evaluation of a Multipurpose Customer Relationship Management System

Evaluation and selection of a Customer Relationship Management (CRM) system for an organization is a complex and time-consuming process, which has all the difficulties and risks of selecting any type of enterprise-level software. Additional evaluation complexities arise for the organizations, where a versatile CRM will be used by many departments with disparate functions and a variety of the customer service processes. This paper presents a method that allows a newly formed CRM evaluation project team to perform a quick evaluation of the commercially available CRM platforms. The method makes use of reliable sources of information readily available on the internet, often without a charge. Minimal spreadsheet skills required to process information in a consistent and verifiable way, and present it in a visually compelling and clear format for further discussions. The method directs a project team to a focused area of vendors/solutions, which have the highest likelihood of being relevant to the goals of implementing a general purpose CRM for a diverse multi-unit organization

An Evaluation of Cockpit Resource Management Training in Qantas

This study reports an evaluation of a Cockpit Resource Management (CRM) training program at Qantas Airlines in Australia. Four sets of survey data were gathered: Two from crew involved in CRM and a specific Line Oriented Flight Training (LOFT) scenario conducted in a simulator; and two from instructors, one from the LOFT instructors, the other from the CRM instructors. The crew results showed that CRM was perceived to have improved teamwork and leadership and that LOFT was viewed favorably. The instructor results showed generally successful implementation of the decision-making strategies but indicated that certain groups were not sufficiently assertive in communicating their preferred options. The instructors were generally positive in their evaluation of the CRM program. Implications are discussed

COLOR III: a multicentre randomised clinical trial comparing transanal TME versus laparoscopic TME for mid and low rectal cancer

Total mesorectal excision (TME) is an essential component of surgical management of rectal cancer. Both open and laparoscopic TME have been proven to be oncologically safe. However, it remains a challenge to achieve complete TME with clear circumferential resections margin (CRM) with the conventional transabdominal approach, particularly in mid and low rectal tumours. Transanal TME (TaTME) was developed to improve oncological and functional outcomes of patients with mid and low rectal cancer.An international, multicentre, superiority, randomised trial was designed to compare TaTME and conventional laparoscopic TME as the surgical treatment of mid and low rectal carcinomas. The primary endpoint is involved CRM. Secondary endpoints include completeness of mesorectum, residual mesorectum, morbidity and mortality, local recurrence, disease-free and overall survival, percentage of sphincter-saving procedures, functional outcome and quality of life. A Quality Assurance Protocol including centralised MRI review, histopathology re-evaluation, standardisation of surgical techniques, and monitoring and assessment of surgical quality will be conducted.The difference in involvement of CRM between the two treatment strategies is thought to be in favour of the TaTME. TaTME is therefore expected to be superior to laparoscopic TME in terms of oncological outcomes in case of mid and low rectal carcinomas

Using CRM systems for trade enterprises management

У статті розглянуто використання CRM-систем для управління торговельними підприємствами України. Наголошено, що рівень інформаційної підтримки українських торговельних підприємств залишається досить низьким. Запропоновано методику рейтингового оцінювання CRM-систем. Для перевірки узгодженості думок експертів щодо рейтингу CRM-систем використовувався експертний метод, де розраховувався коефіцієнт конкордації Кендалла. Проведено порівняльний аналіз 6-ти CRM-систем: Мегаплан, bpm online sales, Bitrix 24, AmoCRM, 1C, Mango за 12-ю ознаками. Визначено СRM-системи, що мають найвищий рейтинг. Перевірено ступінь узгодженості думок експертів щодо рейтингу 4-х CRM-систем: bpm online sales, Bitrix24, AmoCRM, Мегаплан. Знайдено найбільш відповідне рішення для управління торговельними підприємствами України.The using of CRM systems for trade enterprises in Ukraine is considered. The trade is the leading branch of Ukrainian economy because it ranks first in the number of business entities and the sales volume of goods. But the level of information support for Ukrainian trade enterprises remains very low because they practically do not use CRM systems. Therefore, the analysis and reasonable selecting of CRM systems for trade enterprises is relevant and has practical importance. It is shown that there are two ways for solving this problem. The first one is to develop the own information systems. The second one is to use existing CRM systems. In the author’s opinion, the first way is very expensive and long, therefore, it is proposed to use a rating evaluation of the existing CRM systems in the Ukrainian market and to select the best among them. The ratings of CRM systems compiled by different authors may vary significantly. Therefore, it is suggested to use an expert method and various sources of information to determine the degree of consistency of expert opinions on this issue. Kendall coefficient of concordance has been calculated. The purpose of the article is a comparative analysis of CRM systems for trade enterprises and their selection based on rating evaluation. Based on the method of analogy, a methodology for rating evaluation of CRM systems has been proposed by the author. Also, the stages of the expert method for CRM systems have been represented. A comparative analysis of six CRM systems such as Megaplan, bpm'online sales, Bitrix24, Amo CRM, 1C and Mango was carried out. Based on the survey, they were selected by twelve signs. CRM systems with the highest rating were identified. The consistency degree of expert opinions on the rating of four CRM systems such as bpm'online sales, Bitrix24, AmoCRM and Megaplan is determined by the expert method. The value of Kendall concordance coefficient indicates a strong consistency of expert opinions. Obtained results are consistent with the previous calculations. Thus, according to the results of the rating, the most appropriate solution for trade enterprises management in Ukraine has been found