Exploring inter-departmental barriers between production and quality

Purpose – The purpose of this paper is to demonstrate the value of adopting an organizational ecological perspective to explore behavioural barriers in a UK operations & production management (OPM) setting. Design/methodology/approach – An ethnographic case study approach was adopted with a narrative ecological stance to deconstruct the perceived realities and the origins of the inter‐departmental barriers applying Scott‐Morgan's unwritten rules methodology. Findings – Despite an improvement in the physical proximity of the production and quality control departments, the qualitative approach revealed that latent, socially constructed drivers around management, interaction and communication reinforced inter‐departmental barriers. Conflicting enablers were ultimately responsible derived from the organizational structure, which impacted the firm's production resources. Research limitations/implications – As a case study approach, the specificity of the findings to this OPM setting should be explored further. Practical implications – The paper demonstrates the use of theoretical frameworks in a production and manufacturing organization to provide insights for maximising process effectiveness. Using the organizational ecological perspective to uncover the socially constructed unwritten rules of the OPM setting beneficially impacted on operational effectiveness. Originality/value – The paper contributes to organization ethnography literature by providing a detailed empirical analysis of manufacturing and services behaviour using an organizational ecology perspective. The example demonstrates that “qualitative” research can have real world impact in an advanced operational context. It also contributes to an ecological or complex adaptive systems view of organizations and, inter alia, their supply chains

Strategic Marketing Environment based on Integrated CRM to Foster Competition

After the great wave of ERP (Enterprise Resource Planning) systems implementations, the organizations focus has been turning to CRM (Customer Relationship Management) applications. CRM systems are centered on one to one interactions with customers, they analyse each client trying to identify his or her own characteristics from internal and external data. At the same time, every client interaction is registered, to create a relationship historical data. Intelligent tools like data mining and OLAP using complex algorithms, rules based systems, fuzzy logic and multivariate statistics data analysis will retrieve the best of clients, partners, employees, suppliers and other strategic data to provide the organization with accurate actions for marketing campaigns, better products, excellence of services and decision making, based on the organization ecosystem. This study reviews concepts of CRM, its architecture and integration with ERP, Governance Systems, and Competence Administration, in the current perspective of integrated corporate management systems connected to the internet. In kernel we propose a “intelligence core joystick” where the strategic core supports and decides about resources allocation, negociates and establishes politics and actions to minimize the conflicting forces to get a balance line satisfaction between participants or partners. Our model also contemplates data warehouse, which centralizes separately all the corporate significant data to provide managers with high quality data for the decision making. According to the corporation, this data warehouse can feed others data marts to serve specific departamental areas such as Marketing and Human Management Competences. In addition, to link the participants, organization and processes, there is a intelligent communication infrastructure to simplify and speed actions, to spread organizational culture and relevant information throughout the organization in a symbiotic way

Production Networks Linkages, Innovation Processes and Social Management Technologies. A Methodological Approach Applied to the Volkswagen case in Argentina

The purpose of this paper -as a part of a wider research project - is to analyze the concept of production network from a methodological and theoretical viewpoint based on a three-plane perspective. These dimensions are the linkages among agents, the innovation activities, and the social management technology, including work process organization and the social agreement generation model in force. It is an experimentally methodological approach that tries to go from a theoretical conceptualization of the phenomenon to its empirical evaluation. The questions guiding this research are as follows: What are the variables and dimensions to be observed in the analysis of a group of interconnected firms in order to define a production network? Is it a unique definition or, on the contrary, does it involve a range of alternatives? What are the externalities generated by the agents who belong to one network? What is the relationship between the network’s firms’ technological behavior and their organizational counterpart? How are learning processes in the business firms linked to their own training systems? Has the social management technology some differential role in the learning process and in the development of skills? How do knowledge transmission processes manifest themselves within the “network”? What indicators are useful for the empirical identification of the different means of manifestation of the network according to the theoretical viewpoint adopted? How can those indicators be articulated in order to elaborate typologies intended for the identification of “hybrid” models? How can a complex indicator be built in order to show the different levels of circulation of intangible assets, development of learning processes and work process organization? In the first section, the conceptualization of the production “network” used in this paper is discussed. In the second section, most relevant variables and indicators are presented in order to feature the business firms and the network in terms of: a) type, quantity and quality of tangible and intangible exchanges among the agents; b) innovative capacity and learning; c) social management technology. Then we elaborate a typology of networks based on the consideration of the previous parameters. Lastly, in the fourth section, we discuss how the three dimensions interact in the case of Volkswagen and his forty main local suppliers.Innovation, production process, case study

Unlocking information for coordination of care in Australia: a qualitative study of information continuity in four primary health care models

BACKGROUND Coordination of care is considered a key component of patient-centered health care systems, but is rarely defined or operationalised in health care policy. Continuity, an aspect of coordination, is the patient's experience of care over time, and is often described in terms of three dimensions: information, relational and management continuity. With the current health policy focus on both the use of information technology and care coordination, this study aimed to 1) explore how information continuity supports coordination and 2) investigate conditions required to support information continuity. METHODS Four diverse Australian primary health care initiatives were purposively selected for inclusion in the study. Each has improved coordination as an aim or fundamental principle. Each organization was asked to identify practitioners, managers and decision makers who could provide insight into the use of information for care coordination to participate in the study. Using in-depth semi-structured interviews, we explored four questions covering the scope and use of information, the influence of governance, data ownership and confidentiality and the influence of financial incentives and quality improvement on information continuity and coordination. Data were thematically analyzed using NVivo 8. RESULTS The overall picture that emerged across all four cases was that whilst accessibility and continuity of information underpin effective care, they are not sufficient for coordination of care for complex conditions. Shared information reduced unnecessary repetition and provided health professionals with the opportunity to access records of care from other providers, but participants described their role in coordination in terms of the active involvement of a person in care rather than the passive availability of information. Complex issues regarding data ownership and confidentiality often hampered information sharing. Successful coordination in each case was associated with responsiveness to local rather than system level factors. CONCLUSIONS The availability of information is not sufficient to ensure continuity for the patient or coordination from the systems perspective. Policy directed at information continuity must give consideration to the broader 'fit' with management and relational continuity and provide a broad base that allows for local responsiveness in order for coordination of care to be achieved.This study was supported by a grant from the Ian Potter Foundation to the Menzies Centre for Health Policy. The Australian Primary Health Care Research Institute is supported by a grant from the Australian Government Department of Health and Ageing. The Menzies Centre for Health Policy is supported by a grant from the Sir Robert Menzies Memorial Foundation

IT Project Management from a Systems Thinking Perspective: A Position Paper

We proposes a Systems Thinking approach to the study of IT project management and show how this approach helps project managers in controlling their projects. To illustrate our proposal, we present an example model of the dynamics of IT out-sourcing projects. The example model explains these dynamics in terms of feedback loops consisting of causal relations re-ported in the literature. The model provides insight in how coordination, trust, information exchange and possibilities for op-portunistic behaviour influence each other and together influence delivery quality, which in turn influences trust. The integra-tion of these insights provided by applying the Systems Thinking perspective helps project managers to reason about how their choices influence project outcome. The Systems Thinking perspective can serve as an additional tool in the academic study of IT project management. Applying the Systems Thinking perspective also calls for additional research in which this perspective is itself the object of study

FRAM for systemic accident analysis: a matrix representation of functional resonance

Due to the inherent complexity of nowadays Air Traffic Management (ATM) system, standard methods looking at an event as a linear sequence of failures might become inappropriate. For this purpose, adopting a systemic perspective, the Functional Resonance Analysis Method (FRAM) originally developed by Hollnagel, helps identifying non-linear combinations of events and interrelationships. This paper aims to enhance the strength of FRAM-based accident analyses, discussing the Resilience Analysis Matrix (RAM), a user-friendly tool that supports the analyst during the analysis, in order to reduce the complexity of representation of FRAM. The RAM offers a two dimensional representation which highlights systematically connections among couplings, and thus even highly connected group of couplings. As an illustrative case study, this paper develops a systemic accident analysis for the runway incursion happened in February 1991 at LAX airport, involving SkyWest Flight 5569 and USAir Flight 1493. FRAM confirms itself a powerful method to characterize the variability of the operational scenario, identifying the dynamic couplings with a critical role during the event and helping discussing the systemic effects of variability at different level of analysis

Analytics and complexity: learning and leading for the future

There is growing interest in the application of learning analytics to manage, inform and improve learning and teaching within higher education. In particular, learning analytics is seen as enabling data-driven decision making as universities are seeking to respond a range of significant challenges that are reshaping the higher education landscape. Experience over four years with a project exploring the use of learning analytics to improve learning and teaching at a particular university has, however, revealed a much more complex reality that potentially limits the value of some analytics-based strategies. This paper uses this experience with over 80,000 students across three learning management systems, combined with literature from complex adaptive systems and learning analytics to identify the source and nature of these limitations along with a suggested path forward

Correct and Control Complex IoT Systems: Evaluation of a Classification for System Anomalies

In practice there are deficiencies in precise interteam communications about system anomalies to perform troubleshooting and postmortem analysis along different teams operating complex IoT systems. We evaluate the quality in use of an adaptation of IEEE Std. 1044-2009 with the objective to differentiate the handling of fault detection and fault reaction from handling of defect and its options for defect correction. We extended the scope of IEEE Std. 1044-2009 from anomalies related to software only to anomalies related to complex IoT systems. To evaluate the quality in use of our classification a study was conducted at Robert Bosch GmbH. We applied our adaptation to a postmortem analysis of an IoT solution and evaluated the quality in use by conducting interviews with three stakeholders. Our adaptation was effectively applied and interteam communications as well as iterative and inductive learning for product improvement were enhanced. Further training and practice are required.Comment: Submitted to QRS 2020 (IEEE Conference on Software Quality, Reliability and Security

The influence of organizational culture on the outcome of an IS implementation

A number of information system (IS) studies have adopted organizational culture (OC) theory to investigate IS implementations. The studies highlight that members will reach consensus or agreement in the use of an IS but also experience inevitable tensions and ambiguities in the use of the IS. However, literature related to IS implementation/OC has rarely examined the influence that the saliency of specific cultural practices may have on the success or failure of IS implementations. Using a case study approach, we adopted the “soft positivism” research philosophy to collect data, underpinned by Martin’s (1992) integration and differentiation perspectives of OC to study organizational implementation of an IS. These perspectives served as interpretive lenses through which to explain how members’ salient behaviors towards an IS evolved during the implementation process. Our study augments the IS implementation/OC literature by demonstrating how salient cultural practices influence the outcome of IS implementatio

Centralized vs. decentralized computing : organizational considerations and management options

The long-standing debate over whether to centralize or decentralize computing is examined in terms of the fundamental organizational and economic factors at stake. The traditional debate is examined and found to focus predominantly on issues of efficiency vs. effectiveness, with solutions based on a rationalistic strategy of optimizing in this tradeoff. A more behavioralistic assessment suggests that the driving issues in the debate are the politics of organization and resources, centering on the issue of control. The economics of computing deployment decisions is presented as an important issue, but one that often serves as a field of argument that is based on more political concerns. The current situation facing managers of computing, given the advent of small and comparatively inexpensive computers, is examined in detail, and a set of management options for dealing with this persistent issue is presented