Improving innovation and customer satisfaction through systems integration

Altres ajuts: Program for the Formation of University Researchers (FPU)Purpose - In recent years, organizations have been forced to compete in a new environment and to become more innovative, provide more quality and respond more effectively to consumers' needs and preferences. Within this context, the main objectives of this research are to propose scales and study the existingrelationships amonginnovation,ManagementSystemStandards(MSSs) Integration andcustomer satisfaction in order to help organizations to manage these elements and increase their performance. Design/methodology/approach - Data for this study derives from a survey carried out in 76 Spanish organizations registered to at least both ISO 9001:2008 and ISO 14001:2004. An Exploratory Factor Analysis (EFA) and Structural Equation Modelling (SEM) are utilised to assess and confirm the proposed scales validity and the relationships of the research model. Findings - The conceptual model finds significant support based on the empirical study. Three of the four dimensions of innovation and the four dimensions of MSs Integration are confirmed. Besides, the findings show that the integration characteristics are positively related to innovation and satisfaction, whereas, innovation is only partially linked to satisfaction. Originality/value - This study, which aims to shed light on the integration characteristics, is the first to propose a model that links the three concepts of integration, customer satisfaction and innovation together. These are relevant issues for the competitiveness of companies, willing to increase their performance, especially for companies which have implemented several ISO based systems, which have become a key part of the organisation's lifeline and a prerequisite for survival in the twenty-first century

New technologies aimed at improving the competitiveness of companies in the services sector

Developments in technology and constant innovation in services market, impose companies to monitor trends and implementation of best practices in order to improve competitiveness and profitability. Hence this paper focuses on new technologies aimed at improving competitiveness of service companies, with an emphasis on CRM (customer relationship management in services companies), where communications systems plays an important role, especially if communication with a customer is integrated and easily accessible. The unified communications (UC), supported by up to date databases, represent a step forward in communications development, because they are concentrated on matching the specific needs of particular user. Integration of communications enhances the comfort of communication with customer to his satisfaction, since the customer does not have to be contacted by the company exclusively via the desk phone, whereas it can be done via mobile phone, e-mail, SMS, online chat or through social networks. All of these methods make communication more efficient – increasing availability and affecting the time when the customer, according to their preferences, can be contacted. The final score of customer relationship management through the optimal integration of communication is the simplification of business processes and the increase in customer satisfaction. Customer satisfaction leads to greater loyalty to the company caused by the high level of service provided, which contributes to the improvement of competitivenes and, consequently, the achievement of the main goal of every company - greater profits

Chain networks as a leverage for innovation capacity : the case of food SMEs

&nbsp;Nowadays, innovation is no longer limited to the individual firm but involves increasingly the chain network in which the firm is embedded. The chain network is considered as the place where the internal and external resources of a firm are combined and transformed, leading to innovation capacity. In the increasingly globalizing market, innovation is an important strategic tool for small and medium sized enterprises (SMEs) to achieve competitive advantage. However, SMEs are often confronted with barriers for developing and introducing innovations, such as the lack of economies of scale. Our paper investigates how the chain network is contributing to the enhancement of the innovation capacity and which chain network characteristics are crucial in this process. In contrast to previous studies at chain network level, in our research specific chain networks are investigated and compared to each other. Hence, data collection took place at different chain network levels, being the supplier, the food manufacturer and the customer, working together and consequently belonging to one specific and unique chain network.The analysis of innovation capacity at the chain network level is realized by means of cluster analysis. This results in a three-cluster solution dividing the sample into Non-innovator chain networks, Customer-driven innovator chain networks and food manufacturer-supplier-driven innovator chain networks. Next, the influence of the chain network on the innovation capacity is examined. Thereby, the three achieved clusters differ significantly related to certain chain network characteristics. The following characteristics form an important leverage for the innovation capacity: firm size, profitability and business growth of the chain network members, as well as higher dependency, and lower levels of integration, rewarding power, social satisfaction and collaboration. The distinction of Customer-driven and food manufacturer-supplier-driven innovator chain networks reveals that the involvement of the chain network partners for the enhancement of the innovation capacity is a very important aspect. In future research, the degree of complexity of the studied system should gradually be increased, namely from a chain network of three members to more complex chain networks.</p

Orchestration of the Marketing Strategy under Competitive Dynamics

Constructing suitable marketing strategy and implementing it effectively is an art and science both like orchestration of a symphony. The discussion in this paper blends this analogy with the science of marketing demonstrating the levels of strategy development in a competitive marketplace. The paper presents the marketing-mix in contemporary context and argues that performance of a marketing firm can be maximized, when a firm develops a creative marketing strategy and achieves marketing strategy implementation effectiveness. The discussion in the paper reveals that marketing managers of different levels simultaneously operate within the firm and perceive the need for strategy development with varied preferences. A consequence of this is development of robust strategies and their effective implementation which, in turn, leads to increased market performance. Thus, it is important for researchers to investigate various strategy integration perspectives and this paper provides guidance by reviewing the existing literature.Marketing strategy, strategy integration, marketing-mix, customer value,strategy implementation, market competition, risk factors, brand building, customer centric strategy, routes to market

Chain Networks as a Leverage for Innovation Capacity: The Case of Food SMEs

Nowadays, innovation is no longer limited to the individual firm but involves increasingly the chain network in which the firm is embedded. The chain network is considered as the place where the internal and external resources of a firm are combined and transformed, leading to innovation capacity. In the increasingly globalizing market, innovation is an important strategic tool for small and medium sized enterprises (SMEs) to achieve competitive advantage. However, SMEs are often confronted with barriers for developing and introducing innovations, such as the lack of economies of scale. Our paper investigates how the chain network is contributing to the enhancement of the innovation capacity and which chain network characteristics are crucial in this process. In contrast to previous studies at chain network level, in our research specific chain networks are investigated and compared to each other. Hence, data collection took place at different chain network levels, being the supplier, the food manufacturer and the customer, working together and consequently belonging to one specific and unique chain network. The analysis of innovation capacity at the chain network level is realized by means of cluster analysis. This results in a three-cluster solution dividing the sample into Non-innovator chain networks, Customer-driven innovator chain networks and food manufacturer-supplier-driven innovator chain networks. Next, the influence of the chain network on the innovation capacity is examined. Thereby, the three achieved clusters differ significantly related to certain chain network characteristics. The following characteristics form an important leverage for the innovation capacity: firm size, profitability and business growth of the chain network members, as well as higher dependency, and lower levels of integration, rewarding power, social satisfaction and collaboration. The distinction of Customer-driven and food manufacturer-supplier-driven innovator chain networks reveals that the involvement of the chain network partners for the enhancement of the innovation capacity is a very important aspect. In future research, the degree of complexity of the studied system should gradually be increased, namely from a chain network of three members to more complex chain networks.innovation capacity, chain network, SMEs, food sector., Food Consumption/Nutrition/Food Safety, Health Economics and Policy, Industrial Organization, Research Methods/ Statistical Methods,

Scor Quality Model Affecting Manufacturing Firm’s Supply Chain Quality Performance And The Moderating Effect Of Qms

The main objective of this study is hypothesis testing to explain the nature of the relationship between the independent variables (The SCOR quality model) and the dependent variable (Supply Chain Quality Performance) and moderated by (QMS). Objektif utama kajian ini adalah untuk menerangkan hubungan antara model SCOR kualiti dengan prestasi kualiti rantaian bekalan sesebuah firma dan QMS memoderasikan huungan model SCOR kualiti dengan prestasi kuality rantaian bekalan

Achieving excellence in construction

The UK construction industry at its best is excellent. Nonetheless there is a deep concern that the industry as a whole is underachieving. Problems such as low and unreliable profitability, a lack of research and development, a shortage of skills, usage of tender price evaluations, and a fragmented industry structure, are widely recognised by the industry. These problems must be tackled in order to modernise (Egan, 1998). Developed using Egan’s principles ‘Constructing excellence’ has been formed to help the industry deliver world -class products and services. In general management practice the principles of business excellence models are used to realise the similar objective of ‘delivering world-class products and services. This enables the application of business excellence models in construction. EFQM excellence model & MBNQA are two well known internationally recognised excellence models. This paper compares Egan’s principles with those of widely used business excellence models to identify areas that may point the way forward in achieving excellence in constructio