Competitive Intelligence Software Evaluation Taxonomy (SET) for SMEs in Malaysia - An Effectiveness Report

The increasing need for competitive advantage in fast moving industries such as Information, Communication Technologies (ICT), means some SMEs are looking at Competitive Intelligence (CI), a systematic process for gathering, analysing, and managing information that can affect a company's plans, decisions, and operation. Some software companies have developed online tools and software that promise to enhance the CI process and the value CI brings to organisations. The success of these CI software tools depends, however, on the sophistication of an organisation’s understanding of the CI process and scope. Different companies derive different values from different approaches to CI, and therefore require a online tool or software that is specific to their company’s needs, resources and management style. This research investigated the management structures and contexts of ICT SMEs in Malaysia to develop a more customised approach to the effective use of CI software for SMEs in the ICT sector, as well as in the selection of appropriate CI software. This paper describes the two-stage research approach. The first stage involved identifying the management style and context of a group of 680 SMEs, in the Malaysian Government’s Multimedia Super Corridor, a government supported area for local businesses. This stage used a cluster analysis approach, to create a taxonomy of ten SME clusters and their management style. These clusters were then used as the basis for the second stage to develop suitable criteria to evaluate available online tools and software for conducting competitive intelligence from an SME perspective. The evaluation criteria were applied to eight CI-ready software packages to identify the most suitable software for each cluster of SMEs. Finally, the research surveyed a small sample of managers to obtain the prospective users’ perceptions of the recommended software. The research findings provide evidence of a range of SME structures in a variety of contexts. Levels of importance placed on different levels in the CI process are identified, as well as aspects that need support, automation and/or augmentation. The software evaluation in the second part of the research provided ten recommendations of suitable software package(s) for each SME cluster. The perceived effectiveness study that concluded the research provided mixed responses. All in all, the research confirms that SMEs can be analyzed by clusters but further research would be necessary to confirm the effectiveness of using the recommended CI software over a longer period of time. The authors would like to note that some of the diagrams (Diagrams 3 and 4) and tables (Tables 1 and 2) featured in this article are only partially shown and had to be resized and cropped to fit the publication’s requirements and dimensions. (Abstract by authors

Evaluation of competitive intelligence software for MSC-status small and medium-sized enterprises in Malaysia

Small and medium-sized enterprises (SMEs) in Malaysia, particularly In the information and communications technology (lCT) sector, are faced with an increasingly volatile environment. The Malaysian business scene has opened up their markets to the world where smaller businesses find themselves competing with newly launched multinational subsidiary and subdivision companies, along with the large local firms. The Malaysian Government has launched several campaigns and support for smaller local businesses to be more competitive and to continuously compete at par with these larger companies. This research project supports the Malaysian Government's objective of instilling a more structured approach towards a more competitive SME by focusing on the management of competitive information related to these companies. In recognising the rising need for competitive support, management and executives are increasingly relying on a concept called Competitive Intelligence (Cl), a systematic and ethical process for gathering, analysing, and managing information that can affect a company's plans, decisions, and operation. In managing competitive information, several companies have emerged especially to develop online tools and software that would enhance the Cl process and the value competitive intelligence brings to organisations. The success of these Cl software tools depends, however, on the sophistication of an organisation's understanding of the Cl process and scope of usage. Different companies derive different values from different approaches to competitive intelligence, and therefore require a flexible tool that is very specific to the company's needs. Therefore, this research investigated the structures and contexts of Malaysian Small and Mediumsized Enterprises (SMEs) based on competitive intelligence (Cl) concepts to derive a more customised approach to the use of Cl for SMEs in the ICT sector, as well as in the selection of appropriate Cl software. Mintzberg's approaches to analysing organisational structures and contexts, Bouthillier and Shearer's Intelligence Cycle, Herring's Key Intelligence Topics, and Davis' concept of effectiveness were used in two main stages. The first stage involved identifying the nature and range of SMEs, which exist under Malaysia's Multimedia Super Corridor, a government benchmarking body for local businesses. This gives an account, on the basis of cluster analysis, of a taxonomy of SME categories consisted of ten clusters. The relationships between the categories were also examined in the first stage of the research. The relationships and clusters found in the first part of the research offered the basis for the second part of the research, which constructs the criteria for evaluating online tools and software for competitive intelligence. The evaluation criteria are then used to evaluate eight Cl-ready software packages in finding suitable tools for the different categories of SMEs. Finally, the research concludes with a study of the prospective users' perceptions of effectiveness in SMEs drawn from the identified clusters. This 'multiple constituency' approach to understanding effectiveness evaluates both Davis' concept of effectiveness (usefulness), as well as the differential evaluations of perceived effectiveness. The research findings provide evidence of a range of SME structures in a variety of contexts. Levels of importance placed on different levels in the Cl process are identified, as well as aspects that need support, automation and/or augmentation. The software evaluation in the second part of the research provided ten recommendations of suitable software package(s) for each SME cluster. However, an initial review by SME managers of perceived effectiveness mostly did not reveal results that were parallel to the findings from the software evaluation study. All in all, the research confirms that SMEs can be analysed by clusters but further research would be necessary to confirm the effectiveness of using the recommended Cl software over a longer period of time.EThOS - Electronic Theses Online ServiceGBUnited Kingdo

Editorial: Employment sustainability and teaching/learning techniques in higher education institutions.

The intersection of education and employability takes center stage in our ever-evolving global landscape. This Research Topic delves into the intricate dance between higher education institutions (HEIs) and industry demands, aiming to unearth sustainable solutions to bridge the skills gap and prepare graduates for the complexities of the modern workforce. The initial call for this Research Topic addressed the ongoing challenges faced by employers who seek competent adaptable employees. It pinpointed the perceived shortcomings of the education system, urging HEIs to align their curricula with the dynamic needs of industries. The emphasis on intercultural and interdisciplinary approaches was underscored, recognizing the importance of preparing graduates for a multicultural rapidly changing job market

Origins of competitive intelligence : a fundamental extension of CI education

Origins of competitive intelligence : a fundamental extension of CI educatio

Enriching Learners’ Learning Experiences through Virtual Learning Environments in Open University Malaysia

Open University Malaysia (OUM), the country’s premier open and distance learning institution has undergone continuous improvements since its establishment in 2000. This paper describes some of the initiatives designed by OUM to support these improvements. The paper provides an overview on the migration and implementation of a new e-learning model that have been executed and progressed since May 2010. This strategic move constitutes the development of web-based modules, e-schedules, i-lectures, online learning resources, online submission and grading of assignments. As do any implementation process of this magnitude, the progress so far came with constraining challenges. This paper further highlights these challenges, and concludes with OUM's provisions to overcome them. (Abstract by authors

Service Quality and Customer Loyalty in Malaysian Islamic Insurance Sector Exploring the mediating effects of Customer Satisfaction

The purpose of this study is to explore the mediating role of customer satisfaction between service quality dimensions and customer loyalty in Malaysian Islamic insurance sector. Based on the literature, six service quality dimensions were used to develop theoretical understanding about customer satisfaction and loyalty. This study proposes and tests a framework via structural equation modeling (Amos-16). The results of the analysis indicated that four of six service quality dimensions (tangible, responsiveness, fairness, and reliability) positively influence customer satisfaction which further influences customer loyalty. In other words, customer satisfaction mediates the relationship between four of six service quality dimensions (tangible, responsiveness, fairness, and reliability) and customer loyalty. Only two service quality dimensions (assurance and empathy) were not significantly related with customer satisfaction and loyalty. The findings further suggest that fairness have strongest effect on customer satisfaction and loyalty. The result of the study will help the managers and professionals to better understand how customer perceive service quality dimension and how these service quality dimensions are important for customers as well as for the organization. The study tested the impact of service quality dimensions on customer satisfaction and customer loyalty and found that tangibility, responsiveness, reliability, and fairness positively influence customer satisfaction. Therefore, the result of the study will help managers and professionals about how to deal with the customers to maximize the organizational profit. The result of the study suggested that fairness have strong influence on customer satisfactions and managers should pay attention on the fairness to improve service quality and maximize the customer satisfaction. As per our best knowledge, the suggested model and Islamic insurance sector have never been investigated before. (Abstract by authors

Attrition in ODL : a macro perspective in reducing non-completion rate among LLL learners

Increasing student attrition at high rates in Open and Distance Learning (ODL) institutions is a phenomenon which has not been fully understood. Generally, much literature has been produced to explore student attrition in the conventional higher education settings, which provides guidance as to possible factors that may influence attrition. Many factors affecting student attrition have been identified; however, these results have only benefited the traditional institution of higher education that promotes full-time learning, but have not helped the attrition rates at ODL institutions that supports formal learning via lifelong learning (LLL). Today, in the advent of the Internet and its digital technologies, focus on LLL, online education and adult learning is more evident. ODL institutions in Malaysia have now reached the mainstream of education via lifelong learning through formal learning. Therefore, a major benefit of this research is to provide conclusive results, which are to be used to work towards successfully reducing student attrition at ODL institutions, and, in turn, increase their completion rates. (Abstract by authors

Knowledge Workers Job Performance: An Examination of Career Values, Perceived Organizational Support and Career Satisfaction

Knowledge workers help organizations improve productivity and gain competitive advantage in the market. Since organizations have realized the importance of knowledge workers in organizational development, management has been focusing on the knowledge workers’ job performance, which ultimately improves the organizational performance. The purpose of this study is to investigate the mediating effects of the knowledge workers’ career satisfaction Business and Management Horizons ISSN 2326-0297 2017, Vol. 5, No. 2 14 among career values, perceived organizational support and job performance. In this regard, data was collected from 284 knowledge workers working in Saudi Arabian organizations and it was analyzed using regression and Sobel test. The result of the analysis explain that career satisfaction play a key role in knowledge workers’ job performance, and work as mediator between career values, perceived organizational support and the knowledge workers’ job performance. The findings of this study will be helpful for top management and HR professionals to manage the knowledge workers’ job performance. Furthermore, the mediating role of career satisfaction contribute to the body of knowledge and offer future researchers opportunities to investigate other factors, which influence career satisfaction of knowledge workers. This study also discussed some limitations which could be an avenue for future research. Research on Saudi Arabian knowledge workers has never been done before. Therefore, this study explores the effects of career values, perceived organizational support and career satisfaction on Saudi Arabian knowledge workers’ job performance. (Abstract by authors

Factors affecting service recovery performance and customer service employees

Purpose Service recovery is very important to the insurance industry; it helps to maintain clients, it is a crucial competitive advantage for business survival and it adds value for the organization’s continued future. The purpose of this paper is to investigate the factors influencing service recovery performance (SRP) of customer service employees in the life insurance industry from three dimensions; organizational (customer service orientation and top management commitment), human resource management (rewards, training, teamwork and empowerment) and personal (affective organizational commitment, role ambiguity, role conflict and emotional exhaustion). This study also investigated job satisfaction and the intent to resign.Design/methodology/approach Data were gathered through self-administered questionnaires from 350 customer service staff employed by life insurance companies in the Northern region of Peninsular Malaysia by using a convenience sampling technique. Data were analyzed using multiple regressions.Findings The findings indicated that customer service orientation, training, empowerment, affective organizational commitment, role stressors and emotional exhaustion influenced staff’s SRP. The findings also showed that SRP influenced job satisfaction and intention to resign.Practical implications The research advances understanding of the influence of organizational, personal and human resource management factors on SRP and result constructs, namely, turnover intentions and job satisfaction. The researchers in Malaysia can use this model for future research in a service sector fields such as banking, retailing and hospitality to replicate and compare this finding. For practitioners especially the managers in insurance services providers can take actions and formulate proper strategies for customer service employees to deliver high level of performance in order to satisfied customer and continue stay in the organizations.Originality/value Very little attention has been given to examine the impact of human resource, personal and organizational factors on SRP and the influence of SRP on result constructs, namely, job satisfaction and intention to resign in the life insurances area. Furthermore applying equity theory especially in the SRP area was not given fully attention. [ABSTRACT FROM AUTHOR

Factors affecting service recovery performance and customer service employees

Purpose Service recovery is very important to the insurance industry; it helps to maintain clients, it is a crucial competitive advantage for business survival and it adds value for the organization’s continued future. The purpose of this paper is to investigate the factors influencing service recovery performance (SRP) of customer service employees in the life insurance industry from three dimensions; organizational (customer service orientation and top management commitment), human resource management (rewards, training, teamwork and empowerment) and personal (affective organizational commitment, role ambiguity, role conflict and emotional exhaustion). This study also investigated job satisfaction and the intent to resign.Design/methodology/approach Data were gathered through self-administered questionnaires from 350 customer service staff employed by life insurance companies in the Northern region of Peninsular Malaysia by using a convenience sampling technique. Data were analyzed using multiple regressions.Findings The findings indicated that customer service orientation, training, empowerment, affective organizational commitment, role stressors and emotional exhaustion influenced staff’s SRP. The findings also showed that SRP influenced job satisfaction and intention to resign.Practical implications The research advances understanding of the influence of organizational, personal and human resource management factors on SRP and result constructs, namely, turnover intentions and job satisfaction. The researchers in Malaysia can use this model for future research in a service sector fields such as banking, retailing and hospitality to replicate and compare this finding. For practitioners especially the managers in insurance services providers can take actions and formulate proper strategies for customer service employees to deliver high level of performance in order to satisfied customer and continue stay in the organizations.Originality/value Very little attention has been given to examine the impact of human resource, personal and organizational factors on SRP and the influence of SRP on result constructs, namely, job satisfaction and intention to resign in the life insurances area. Furthermore applying equity theory especially in the SRP area was not given fully attention. [ABSTRACT FROM AUTHOR