How to achieve high customer satisfaction in Sabancı University Information Center

The Sabancı University is a young private university, which started providing education in 1999 in Istanbul. A “Search Conference” had been organized in order to find out “what kind of a university the country needed” and of its structure had been established on this understanding. At the first stage, the vision, the mission and the design of the university were completed, and the foundation of administrative infrastructure and selection of technology systems were materialized. Starting from the days of its foundation, the planning of the information services and facilities had been one of the main issues of the project. The university, which aims to become a world university, was accepted to be a member of the “European Foundation of Quality Management (EFQM)” regarding its activities in the stage of its foundation. A “Student and Staff Tendency Survey” which was implemented in 2001 indicated that the Information Centre was the strong side of the university. At the same time the Center's the statistics covering period of 1999-2007 also indicated that the targets were achieved under the strategic planning of the Center. In 2007, an user satisfaction survey in order to evaluate the conformity of the services and facilities, to identify its strong and weak areas, opportunities and threats through comparison and SWOT analysis for the future, and set up 2007-2011 five-years strategic planning and operational activity plan. The survey indicated that 95% of the participants are satisfied in general with the Center. In addition to these, the results of usage statistics between the years 1998-2009 indicated that utilizing of the services and facilities of the Information Center has increased from year to year. On the other hand, the results of the survey after the orientation programs show that the customer satisfaction is very high. We believe that the followings are the reasons of high user satisfaction. The Centre has a user and process focused pro-active management, learning organization structure, the availability of the suggestion system, continues benchmarking with the competitors and observing management and technological developments in the world. This paper presents to share our applications and plans on high user satisfaction rate, customer relation management activities and future planning

Innovative Asia: Advancing the Knowledge-Based Economy - Highlights of the Forthcoming ADB Study Report

[Excerpt] The development of knowledge-based economies (KBEs) is both an imperative and an opportunity for developing Asia. It is an imperative to sustain high rates of growth in the future and an opportunity whereby emerging economies can draw from beneficial trending developments that may allow them to move faster to advance in global value chains and in position in world markets. Over the last quarter of a century, driven mostly by cheap labor, developing countries in Asia have seen unprecedented growth rates and contributions to the global economy. Sustaining Asia’s growth trajectory, however, requires developing economies to seek different approaches to economic growth and progress, especially if they aspire to move from the middle-income to the high-income level. KBE is an important platform that can enable them to sustain growth and even accelerate it. It is time for Asia to consolidate and accelerate its pace of growth. Asia is positioned in a unique moment in history with many advantages that can serve as a boost: to name a couple, an expanding middle of the pyramid—Asia is likely to hold 50% of the global middle class and 40% of the global consumer market by 2020; and the growing importance of intra-regional trade within Asia, increasing from 54% in 2001 to 58% in 2011. Many developing economies are well placed to assimilate frontier technologies into their manufacturing environment

Bringing Global Sourcing into the Classroom: Experiential Learning via Software Development Project

Global sourcing of software development has imposed new skill requirements on Information Technology (IT) personnel. In the U.S., this has resulted in a paradigm shift from technical to softer skills such as communications and virtual team management. Higher education institutions must, consequently, initiate innovative curriculum transformations to better prepare students for these emerging workforce needs. This paper describes one such venture between Marquette University (MU), U.S.A. and Management Development Institute (MDI), India, wherein IT students at MU collaborated with Management Information Systems (MIS) students at MDI on an offshore software development project. The class environment replicated an offshore client/vendor relationship in a fully virtual setting while integrating communications and virtual team management with traditional IT project management principles. Course measures indicated that students benefited from this project, gained first-hand experience in the process of software offshoring, and learned skills critical for conduct of global business. For faculty considering such initiatives, we describe the design and administration of this class over two semesters, lessons learned from our engagement, and factors critical to success of such initiatives and those detrimental to their sustenance

What Works at Scale? Distilling the Critical Success Factors for Scaling Up Rural Sanitation

This paper is based on the Knowledge Sharing Forum of the same name. It examines the conditions for success in sanitation programs and strategies that lead to robust implementation in various countries

Bringing Global Sourcing into The Classroom: Experiential Learning Via a Global Software Development Project

The growing trend in offshore software development has imposed new skills requirements on collaborating global partners. In the U.S. this has translated into skill sets that include communications, project management, business analysis, and team management. In a virtual setting, these skills take on a complex proportion. This paper describes an educational initiative in offshore software development between undergraduate students enrolled in a project management course at Marquette University, USA and graduate business students enrolled in an Information Systems Analysis and Design course at Management Development Institute, India. The course replicated an offshore client/vendor relationship in a virtual setting. For faculty considering such initiatives, this paper describes the setting and factors critical to success of this initiative and cautions against others that can be detrimental to such an effort

INSTITUTIONAL ANALYSIS ON POVERTY REDUCTION PROGRAM IN THE SOCIETY: A CASE STUDY OF NATIONAL PROGRAM FOR COMMUNITY EMPOWERMENT OF INDEPENDENT URBAN (PNPM-MP) IN SEMARANG, INDONESIA

Institutional PNPM-MP in Semarang put poverty alleviation as the main priority of the empowerment-based development policy. The strategy developed is to synergize government agencies with community institutions built by PNPM-MP program at the village and base level, that is, Community Institutional Agency (BKM) and the Community Self-Reliance Group (KSM). The problem studied in this research is: How does PNPM-MP institutional in society involve in poverty reduction, with the aim of describing and analyzing institutional programs in the community. The research approach used phenomenological qualitative, by conducting interviews, observation, focus group discussion to obtain data from informants (BKM / KSM). Informants include two BKM and ten KSM which is purposively selected (deliberately) from two villages in two districts. The analysis was performed interactively, that is, analysis techniques which are integral cycle among data collection, data reduction, data performance and conclusion withdrawal. Research conclusion: PNPM-MP institutional at the village and base level (BKM / KSM) has not been able to be a driving force in poverty reduction and is still seen by the community as a program requirement, not institutionalized on both horizontal and vertical level. Recommendation for the research result is that it needed awareness that poverty reduction requires a synergy between government agencies and community agencies embodied in the development planning of one village one planning

Identification of disaster knowledge factors: preliminary findings

Disasters bring about the loss of lives, property, employment and damage to the physical infrastructure and the environment. The number of reported disasters has increased steadily over the past century and risen very sharply during the past decade. While knowledge management can enhance the process of disaster management, there is a perceived gap in information coordination and sharing within the context of disaster management. Identification of key disaster knowledge factors will be an enabler to manage disasters successfully. The study aims to identify and map key disaster knowledge success factors for managing disasters successfully through capturing the good practices and lessons learned. The objective of this paper is to present the interview findings on influence level of disaster knowledge factors in managing disasters successfully and the means they influence throughout the disaster management cycle. While all the respondents agreed that the influence level of social factors in managing disasters is very high, a number of respondents agreed that the influence level of technological factors is significant. Operational/managerial, economic and technological factors seem to influence the whole disaster management cycle including mitigation/preparedness, immediate relief and reconstruction/recover

Contextual and interdependent causes of climate change adaptation barriers: Insights from water management institutions in Himachal Pradesh, India

Research on adaptation barriers is increasing as the need for climate change adaptation becomes evident. However, empirical studies regarding the emergence, causes and sustenance of adaptation barriers remain limited. This research identifies key contextual causes of adaptation barriers in water institutions in the mountainous Himalayan state of Himachal Pradesh in northern India. Semi-structured interviews were carried out with representatives from twenty-six key governmental, non-governmental, academic and research institutions in the State with responsibilities spanning domestic water supply, irrigation and hydropower generation, environmental monitoring and research. It identified low knowledge capacity and resources, policy implementation gaps, normative attitudes, and unavailability and inaccessibility of data and information compounded with weak interinstitutional networks as key adaptation barriers. Although these barriers are similar to those reported elsewhere, they have important locally-contextual root causes. For instance, inadequate resources result from fragmented resources allocation due to competing developmental priorities and the desire of the political leadership to please diverse electors, rather than climate scepticism. The identified individual barriers are found to be highly inter-dependent and closely intertwined which enables the identification of leverage points for interventions to maximise barrier removal. For instance, breaking down key barriers hindering accessibility to data and information, which are shaped by systemic bureaucracies and cultural attitudes, will involve attitudinal change through sensitisation to the importance of accurate and accessible data and information and the building trust between different actors, in addition to institutional structural changes through legislation and inter-institutional agreements. Approaching barriers as a system of contextually interconnected cultural, systemic, geographical and political underlying factors enriches the understanding of adaptation enablers, thereby contributing to achieving a better adapted society

Investing in Sustainable Energy Futures: Multilateral Development Banks' Investments in Energy Policy

Analyzes MDB loans for electricity projects and lays out policy reforms, regulations, and institutional capacities needed to enable public and private investment in sustainable energy and ways for MDBs to address them consistently and comprehensively