2,375 research outputs found

    Power relations, ethnicity and privatisation: A tale of a telecommunications company

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    The purpose of this paper is to demonstrate the confluence of political and economic interests of the Fijian elite in transforming state assets into private property and financial gain. Drawing on a Habermasian theoretical framework applied to a privatised state monopoly (Telecom Fiji), it is demonstrated how an implementation of privatisation concealed social and political interests. Thus privatisation provided a convenient rhetoric and tool of implementation for social and political gain by a ruling elite. For those inside the Telecom company, the ethos of public service could not withstand the messengers of capitalism with their rhetoric of the need for greater efficiency, effectiveness and consumer awareness. However, as for many other privatisation programmes around the world, the results are not reflected in the improved organisational performance or wellbeing of the ordinary citizen when state monopolies are privatised

    IT process architectures for enterprises development: A survey from a maturity model perspective

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    During the last years much has been published about IT governance. Close to the success of many governance efforts are the business frameworks, quality models, and technology standards that help enterprises improve processes, customer service, quality of products, and control. In this paper we i) survey existing frameworks, namely ITIL, ASL and BiSL, ii) find relations with the IT Governance framework CobiT to determine if the maturity model of CobiT can be used by ITIL, ASL and BiSL, and (iii) provide an integrated vista of IT processes viewed from a maturity model perspective. This perspective can help us understand the importance of maturity models for increasing the efficiency of IT processes for enterprises development and business-IT alignment

    An evaluation of the total quality management implementation strategy for the advanced solid rocket motor project at NASA's Marshall Space Flight Center

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    An evaluation of the NASA's Marshall Space Flight Center (MSFC) strategy to implement Total Quality Management (TQM) in the Advanced Solid Rocket Motor (ASRM) Project is presented. The evaluation of the implementation strategy reflected the Civil Service personnel perspective at the project level. The external and internal environments at MSFC were analyzed for their effects on the ASRM TQM strategy. Organizational forms, cultures, management systems, problem solving techniques, and training were assessed for their influence on the implementation strategy. The influence of ASRM's effort was assessed relative to its impact on mature projects as well as future projects at MSFC

    Unveiling the relation between the challenges and benefits of Operational Excellence and Industry 4.0: A Hybrid Fuzzy Decision-Making Approach

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    Operational excellence (OpEx) is a direction toward learning and developing an excellent culture in all aspects of an organization. To reach this culture, revolutionizing activities using industry 4.0 (i4.0) technologies might be a significant empowering tool. This study aims to identify the challenges and benefits of both concepts and investigate their interrelationship to be considered in applying industry 4.0 technologies toward operational excellence. The challenges and benefits of OpEx and i4.0 are identified and finalized by reviewing the literature. The causal relations between the considered factors are extracted using the fuzzy DEMATEL (Decision Making Trial and Evaluation Laboratory) method. Then, the analytical network process (ANP) is applied to determine the importance and weight of the factors (challenges and benefits of OpEx and i4.0) according to the constructed network. The findings illustrated a strong network structure between the factors. First, the causal factors included OpEx and i4.0 challenges, while the OpEx challenges also affected the i4.0 challenges. Both group challenges had a significant effect on OpEx and i4.0 benefits. This means that challenges are the causal factors to be considered in the alignment of i4.0 toward OpEx. Among the OpEx challenges, lack of strategic planning and proper infrastructure were the main influential factors. In contrast, lack of government support and undeveloped business models were identified as the main challenges of i4.0. OpEx and i4.0 concepts are reviewed, and their pros and cons are studied. Previous studies determined an interaction among these concepts. However, from a practical viewpoint, the relation between the challenges and benefits of i4.0 and OpEx was studied for the first time for their alignment

    Worker participation & employee involvement - a comparative study

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    Traditionally, worker participation systems in most countries have been promoted by labour movements. This was done for both ideological and practical reasons. Worker participation, or industrial democracy, has been conceived as a means of democratising workplaces as well as of realising both intrinsic and extrinsic work values. This paper explores the experiences of two different forms of worker participation or employee involvement/empowerment schemes operating in two of Malta's leading enterprises: Malta Drydocks (MDD), an old ship-repair, state-owned company; and Micro-Malta (MM), the pseudonym for the local subsidiary of a foreign company producing micro-electronic components.peer-reviewe

    History of Offshoring Knowledge Services

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    The offshoring of knowledge services has become the stuff of newspaper headlines and U.S. presidential debates. Here, we view the antecedents of the current state of affairs. In the 1980s services offshoring was a trivial portion of the economy, but the seeds of today’s situation were planted then. A combination of U.S. government neglect, foreign government activism, a culture change among business people concerning service processes, technological advances, and cultural relationships among countries have created the specific services offshoring configuration of today

    Challenges to IS quality

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    Investing in quality was popular in the early 1990s. Several approaches were developed, but it seems that none of them provides a solution that is generally accepted and adequately detailed for both scientific and practical purposes within the IS field. We claim that most quality approaches concentrate too much on the technical and control oriented aspects of managing quality thus causing unsatisfactory results. There is a need and a demand for better quality practice that can be attained through cooperation between practitioners and researchers. This paper discusses these challenges to IS quality and presents some suggestions for bridging the gap. </p

    Importance-Performance (IPMA) Analysis of Loyalty in Indonesia Cellular Operator During COVID-19 Pandemic

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    Abstract. During the pandemic of Covid-19, customer loyalty becomes the crucial thing that needs to be concerned by cellular operators due to the internet usage is growing rapidly in the activities of work from home and study from home. In dealing with this, the company can find out from the user response regarding to their experience, satisfaction, switching barriers, and corporate image. User experience consists of functionality, social, monetary, trustworthiness, and perceived service quality. This research was conducted to 385 respondents of Indonesian cellular operators that was spread by internet survey. expert opinion was conducted before distributing questionnaires as many as 75 items with quota sampling technique. Based on Importance and Performance Matrix Analysis (IPMA) results, it was found that companies must concentrate first on trustworthiness, satisfaction, and corporate image. Then pay attention to monetary, switching barriers, and social. Variables that were considered low priority are functionality and perceived service quality, this is because the company's performance was very high compared to the level of importance of the user.Keywords: Corporate image, COVID-19, IPMA, loyalty, user experienceAbstrak. Saat pandemi Covid-19, loyalitas pelanggan menjadi hal krusial yang perlu diperhatikan oleh operator seluler karena penggunaan internet berkembang pesat dalam aktivitas bekerja dari rumah dan belajar dari rumah. Dalam menghadapi hal ini, perusahaan dapat mengetahui dari tanggapan pengguna mengenai pengalaman, kepuasan, peralihan hambatan, dan citra perusahaan mereka. Pengalaman pengguna terdiri dari fungsionalitas, sosial, moneter, kepercayaan, dan kualitas layanan yang dirasakan. Penelitian ini dilakukan terhadap 385 responden operator seluler Indonesia yang disebarkan melalui survei internet. Pendapat ahli dilakukan sebelum menyebarkan kuesioner sebanyak 75 item dengan teknik quota sampling. Berdasarkan hasil Importance and Performance Matrix Analysis (IPMA), ditemukan bahwa perusahaan harus berkonsentrasi terlebih dahulu pada kepercayaan, kepuasan, dan citra perusahaan. Kemudian perhatikan moneter, peralihan hambatan, dan sosial. Variabel yang dianggap prioritas rendah adalah fungsionalitas dan persepsi kualitas layanan, hal ini dikarenakan kinerja perusahaan sangat tinggi dibandingkan dengan tingkat kepentingan pengguna.Kata Kunci: Citra perusahaan, COVID-19, loyalitas, pengalaman penggun

    Supplier Complaint Management

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    A complaint takes place when something goes wrong with no one willing to deal with the topic. If a customer fails to express oneself about something that went wrong, the firm stands to lose: an opportunity to improve has been missed. In order to retain existing customers, complaint management should be more than just a system of monitoring customer satisfaction: customers must be encouraged to bring out their concerns in form of complaints. This study focuses on complaint management from two viewpoints: customer-based and delivery-based complaints. Processes and systems of complaint handling are discussed in context of continuous improvement and problem solving. In addition, methodologies and models supporting employee empowerment are discussed. The main purpose of this study is to create an interface solution to unify communication between a team of operative purchasing and the customer in order to improve data acquisition and utilization within decision-making. The most critical elements of this study pertain to analysing the present state, choosing the correct system for complaint management, and designing documents to support the communication towards both suppliers and customers. The study was carried out in the form of focused interviews. At an early stage employees from different positions were interviewed for relevant background information. In addition, current processes were studied both from quantitative and qualitative point of view and the performance was evaluated in comparison against two other teams alike. Managerial interviews had an important role in the development process from a strategic point of view. Interviews indicated that complaints were perceived low within the work task hierarchy due to their rareness. Monthly complaint- per-buyer rate was close to zero resulting in lack of motivation. The lack of standardized process practices and supporting documents was also apparent. This thesis was carried out as a company assignment.fi=OpinnÀytetyö kokotekstinÀ PDF-muodossa.|en=Thesis fulltext in PDF format.|sv=LÀrdomsprov tillgÀngligt som fulltext i PDF-format

    Management Accounting Change in the Public Sector: A French Case Study and a New Institutionalist Perspective

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    In this case study, we analyze in a French public company the adoption mode of a new management control system pertaining to New Public Management principles. We compare the formal system designed and deployed in the organization, the discourses of its promoters and users and the observed practices of the latter. We identify clear decoupling patterns occurring there at the utilization level of the new system. We elaborate on the notion of decoupling and discuss the reasons conducing to the observed decoupling patterns in this organization.Decoupling; New Public Management; Public Sector
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