Customer Enquiry Management in a Global Competitive Context: A Comparative Multi-Case Study Analysis

Business-to-Business (B2B) relationships, such as between a manufacturer and a customer, are increasingly important during the Customer Enquiry Management (CEM) process, particularly so for non-Make-To-Stock (non-MTS) companies operating in industrial markets. Few empirical studies have explored the CEM practices adopted by firms in practice. A study of the Italian capital goods sector by Zorzini et al. (2007) is a recent exception. Moreover, most studies have approached CEM from a cross-department integrated perspective but in the digital economy, and with globalization, outsourcing and extended supply chains, CEM needs to be approached from a broader supply chain-oriented perspective, incorporating B2B exchanges. This paper builds on the study by Zorzini et al. (2007) by conducting multi-case study research with seven UK-based companies in the capital goods sector, including three sales and support companies with offshore manufacturing. By adopting a cross-national research perspective, it assesses whether the proposed theory applies to other capital goods firms outside Italy. By also adopting a supply chain perspective of CEM it investigates current industry practice in B2B markets and explores whether cross-functional coordination and formalization issues can be extended into a global context. Evidence from the UK generally supports prior theory, confirming links between high levels of coordination, formalization of the CEM process and improved performance. Some refinements are proposed, for example, in order to make the theory suitable for a global context. The characteristics of a supply chain are important factors that affect CEM. This research has managerial implications for improving the CEM process in non-Make-To-Stock (non-MTS) capital goods companies from both an intra and an inter-organisational (B2B) perspective. Coordination with partners along the supply chain is needed at the enquiry stage and constraints linked to global customers should be considered when structuring the

Modeling social information skills

In a modern economy, the most important resource consists in\ud human talent: competent, knowledgeable people. Locating the right person for\ud the task is often a prerequisite to complex problem-solving, and experienced\ud professionals possess the social skills required to find appropriate human\ud expertise. These skills can be reproduced more and more with specific\ud computer software, an approach defining the new field of social information\ud retrieval. We will analyze the social skills involved and show how to model\ud them on computer. Current methods will be described, notably information\ud retrieval techniques and social network theory. A generic architecture and its\ud functions will be outlined and compared with recent work. We will try in this\ud way to estimate the perspectives of this recent domain

Instruments to support decision competencies of an investment project manager

From among many competencies of a manager, the abilities of team, project and organization management become especially important. However, to make right decisions, one needs to have appropriate tools supporting effective company management. In case of companies carrying out investment, modernization or innovative projects, it is especially important. Implementation of those projects takes place in various conditions resulting from changing and turbulent environment. Thus, if the manager does not have sufficient information support, provided in time and allowing for effective decision making, which mitigates negative effects of previous actions, he is basically doomed to failure. In such a case, what decides about the situation in the project execution process is a coincidence, not intentional actions of the staff, based on their knowledge about potential risks. Such a knowledge, gained early enough, allows for taking more effective corrective actions. This paper is an attempt to define an operational model of a company along with principles of monitoring actions of an enterprise that carries out projects and functions in the current economic situation, illustrated by an example of a construction company. Its implementation is supposed to provide the managing staff with stores of information that efficiently support the company management process

Complexity and control: how do they work in PPPs?

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Socio-Economic Mechanisms to Coordinate the Internet of Services: The Simulation Environment SimIS

Visions of 21st century information systems show highly specialized digital services and resources, which interact continuously and with a global reach. Especially with the emergence of technologies, such as the semantic web or software agents, intelligent services within these settings can be implemented, automatically communicating and negotiating over the Internet about digital resources without human intervention. Such environments will eventually realize the vision of an open and global Internet of Services (IoS). In this paper we present an agent-based simulation model and toolkit for the IoS: 'SimIS - Simulating an Internet of Services'. Employing SimIS, distributed management mechanisms and protocols can be investigated in a simulated IoS environment before their actual deployment.Multi-Agent Simulation, Internet, Simulation Tools

IMPLICATIONS OF THE EU MULTI-LEVEL GOVERNANCE IN THE FIELD OF COMPETITION POLICY – A COMPARATIVE ANALYSIS OF THE CHARACTERISTICS OF COHESION AND COMPETITION POLICY

The paper has in view to present the intrinsic characteristics of the European Union and to show that these characteristics require in an objective way the implementation of a multi-level governance. A comparative analysis of cohesion and competition policy of the European Union is presented from the point of view of these elements. Further on, given the implications of the economic crisis the paper explores the possible translation from multi-level governance to polycentric governance and the implications for the cohesion and competition policies.nature of European Union, multi-level governance, polycentric governance, cohesion policy, competition policy, possible structural changes of the European Union

A 4D Trajectory Negotiation Protocol for Arrival and Approach Sequencing

Future 4D TBO will require effective airground data link communication and negotiation protocols. This issue is especially critical in Arrival and Approach flight phase due to the variability of conditions into a short space-time environment where multiple aircraft simultaneously converge. Besides, several subtasks are closely related with effective air-ground negotiation protocols for 4D TBO in Terminal Areas: predicting accurate arrivals 4D trajectories, performing well established 4D trajectory formats for an effective interoperability between airborne and ground systems, designing efficient real-time aircraft arrival sequencer and scheduler algorithms, etc. In this paper we propose a 4D Trajectory Air- Ground Negotiation Protocol for Arrival and Approach Sequencing. The Negotiation Protocol has been implemented in an ad hoc multi-agent platform. Based on this proposal we summarize other relevant information that should be incorporated into the 4D trajectory information