Workforce Information Customer Satisfaction Assessment: A Primer for State and Local Planning

A handbook designed to assist state workforce information professionals in developing strategies for assessing customer satisfaction with workforce information products and services

Improving Service Delivery Through Provider Training: A Process Evaluation of the Veterans Affairs Palo Alto Health Care System “Commitment to SERVE” Workshop

As the customer-focused management strategies gradually advances into all of the VISNs [Veterans Integrated Service Networks], the Veterans Health Administration in Palo Alto, California implemented a customer service training program for employees to meet the diverse and complex needs of its customers. This research will analyze whether participants in this training, known as Commitment to SERVE, believe that it is achieving its goal. In other words, does the Veterans Affairs Palo Alto Health Care System (VAPAHCS) staff perceive the Commitment to SERVE workshop as a beneficial customer service training program

Identifying smart design attributes for Industry 4.0 customization using a clustering Genetic Algorithm

Industry 4.0 aims at achieving mass customization at a mass production cost. A key component to realizing this is accurate prediction of customer needs and wants, which is however a challenging issue due to the lack of smart analytics tools. This paper investigates this issue in depth and then develops a predictive analytic framework for integrating cloud computing, big data analysis, business informatics, communication technologies, and digital industrial production systems. Computational intelligence in the form of a cluster k-means approach is used to manage relevant big data for feeding potential customer needs and wants to smart designs for targeted productivity and customized mass production. The identification of patterns from big data is achieved with cluster k-means and with the selection of optimal attributes using genetic algorithms. A car customization case study shows how it may be applied and where to assign new clusters with growing knowledge of customer needs and wants. This approach offer a number of features suitable to smart design in realizing Industry 4.0

What influences the speed of prototyping? An empirical investigation of twenty software startups

It is essential for startups to quickly experiment business ideas by building tangible prototypes and collecting user feedback on them. As prototyping is an inevitable part of learning for early stage software startups, how fast startups can learn depends on how fast they can prototype. Despite of the importance, there is a lack of research about prototyping in software startups. In this study, we aimed at understanding what are factors influencing different types of prototyping activities. We conducted a multiple case study on twenty European software startups. The results are two folds, firstly we propose a prototype-centric learning model in early stage software startups. Secondly, we identify factors occur as barriers but also facilitators for prototyping in early stage software startups. The factors are grouped into (1) artifacts, (2) team competence, (3) collaboration, (4) customer and (5) process dimensions. To speed up a startups progress at the early stage, it is important to incorporate the learning objective into a well-defined collaborative approach of prototypingComment: This is the author's version of the work. Copyright owner's version can be accessed at doi.org/10.1007/978-3-319-57633-6_2, XP2017, Cologne, German

Towards Design Principles for Data-Driven Decision Making: An Action Design Research Project in the Maritime Industry

Data-driven decision making (DDD) refers to organizational decision-making practices that emphasize the use of data and statistical analysis instead of relying on human judgment only. Various empirical studies provide evidence for the value of DDD, both on individual decision maker level and the organizational level. Yet, the path from data to value is not always an easy one and various organizational and psychological factors mediate and moderate the translation of data-driven insights into better decisions and, subsequently, effective business actions. The current body of academic literature on DDD lacks prescriptive knowledge on how to successfully employ DDD in complex organizational settings. Against this background, this paper reports on an action design research study aimed at designing and implementing IT artifacts for DDD at one of the largest ship engine manufacturers in the world. Our main contribution is a set of design principles highlighting, besides decision quality, the importance of model comprehensibility, domain knowledge, and actionability of results

Using the balanced scorecard as a performance management tool in higher education

This paper presents a critical review of the relevant literature on managerialism and performance management in higher education. Afterwards, it features an inductive research that involved semi-structured interview sessions with academic members of staff. The interpretative study relied on the balanced scorecard’s (BSC) approach as it appraised the participants' opinions and perceptions on their higher education institution’s (HEI) customer, internal, organizational capacity and financial perspectives. The findings have revealed the strengths and weaknesses of using the BSC’s financial and non-financial measures to assess the institutional performance and the productivity of individual employees. In sum, this research reported that ongoing performance conversations with academic employees will help HEI leaders to identify their institutions’ value creating activities. This contribution implies that HEI leaders can utilize the BSC’s comprehensive framework as a plausible, performance management tool to regularly evaluate whether their institution is: (i) delivering inclusive, student-centered, quality education; (ii) publishing high impact research; (iii) engaging with internal and external stakeholders; and (iv) improving its financial results, among other positive outcomes.peer-reviewe

MEASURING THE PERFORMANCE OF XYZ GOVERNMENT AGENCY WITH THE BASIS OF MALCOLM BALDRIGE METHOD

Government agency is collective designation which includes work unit and organizational unit of ministries or departments, non-departmental government institution, secretariat of state high institution, and other central and regional government agencies; including state-owned enterprises, state-owned legal entities, and regional-owned enterprises. One of the very effective models in improving the quality of performance of an agency is by using the Malcolm Baldrige Criteria for Performance Excellence. This research was conducted with the aim of: 1) measuring the performance of XYZ Government Agency so that their performance consistency can be monitored and 2) finding out the opportunities and obstacles in measuring the performance of XYZ Government Agency by using the Malcolm Baldrige Quality Award (MBNQA) criteria. The type of this research is descriptive research that uses XYZ Government Agency as the research object. The measurement conducted in this research applies the Malcolm Baldrige method. The findings showed that the criteria with the highest percentage score is operation (39.8%) and the lowest percentage score is strategy (35.1%). The total score is 377.5 from a maximum score of 1000 points. It showed that the performance of XYZ Government Agency is at the level of “initial growth” (scale point of 376-475

Describe Innovative and Creative Approaches to On-The-Go Learning

As the landscape of technology changes, businesses are seeking the best ways to incorporate on-the-go learning into educating employees. Recognizing this, when using mobile education for knowledge transfer it is beneficial to look at companies successfully implementing such training and what they are doing in terms of utilizing innovation and newest trends of on-the-go learning. The purpose of this article is to offer a snapshot of what is on the forefront of mobile learning and the organizations putting these approaches into practice

The adoption of social enterprise software

Social enterprise software is a highly promising software application for firms, though it is still in an infancy state. It offers rapid real-time information transfer based on business collaboration tools or instant messaging. The software collects and processes customer data from surveys, consumer feedback, reviews, blogs or social networks. This enables firms to build up detailed customer profiles potentially anticipating upcoming trends. We analyze the determinants of social enterprise software adoption based on the literature on the adoption of new technologies. In our analysis, we control for factors like firm size, intensity of information and communication technology, human capital and international competitive situation. Exploiting recent German firm-level data and a model controlling for sample selection, the results reveal that firms with highly qualified workers, a large share of young employees and international business activity are more likely to adopt social enterprise software. Larger and more ICT-intensive firms and recent innovators also have a higher propensity to use social enterprise software. In addition, firms belonging to the service sector are more eager to implement social enterprise software applications than manufacturing firms. --enterprise software,social software,social enterprise software

PERENCANAAN STRATEGI SISTEM DAN TEKNOLOGI INFORMASI PADA PT. TRIASA GILANG JEPS MEGAH

PERENCANAAN STRATEGI SISTEM DAN TEKNOLOGI INFORMASI PADA PT. TRIASA GILANG JEPS MEGAH