Information System Success Model for Customer Relationship Management System in Health Promotion Centers

Science.gov (United States)

Choi, Wona; Rho, Mi Jung; Park, Jiyun; Kim, Kwang-Jum; Kwon, Young Dae

2013-01-01

Objectives Intensified competitiveness in the healthcare industry has increased the number of healthcare centers and propelled the introduction of customer relationship management (CRM) systems to meet diverse customer demands. This study aimed to develop the information system success model of the CRM system by investigating previously proposed indicators within the model. Methods The evaluation areas of the CRM system includes three areas: the system characteristics area (system quality, information quality, and service quality), the user area (perceived usefulness and user satisfaction), and the performance area (personal performance and organizational performance). Detailed evaluation criteria of the three areas were developed, and its validity was verified by a survey administered to CRM system users in 13 nationwide health promotion centers. The survey data were analyzed by the structural equation modeling method, and the results confirmed that the model is feasible. Results Information quality and service quality showed a statistically significant relationship with perceived usefulness and user satisfaction. Consequently, the perceived usefulness and user satisfaction had significant influence on individual performance as well as an indirect influence on organizational performance. Conclusions This study extends the research area on information success from general information systems to CRM systems in health promotion centers applying a previous information success model. This lays a foundation for evaluating health promotion center systems and provides a useful guide for successful implementation of hospital CRM systems. PMID:23882416

Knowledge-enabled Customer Relationship Management: integrating customer relationship management and knowledge management concepts

OpenAIRE

Gebert, Henning; Geib, Malte; Kolbe, Lutz; Brenner, Walter

2003-01-01

The concepts of customer relationship management (CRM) and knowledge management (KM) both focus on allocating resources to supportive business activities in order to gain competitive advantages. CRM focuses on managing the relationship between a company and its current and prospective customer base as a key to success, while KM recognizes the knowledge available to a company as a major success factor.From a business process manager's perspective both the CRM and KM approaches promise a positi...

Suitability of customer relationship management systems for the management of study participants in biomedical research.

Science.gov (United States)

Schwanke, J; Rienhoff, O; Schulze, T G; Nussbeck, S Y

2013-01-01

Longitudinal biomedical research projects study patients or participants over a course of time. No IT solution is known that can manage study participants, enhance quality of data, support re-contacting of participants, plan study visits, and keep track of informed consent procedures and recruitments that may be subject to change over time. In business settings management of personal is one of the major aspects of customer relationship management systems (CRMS). To evaluate whether CRMS are suitable IT solutions for study participant management in biomedical research. Three boards of experts in the field of biomedical research were consulted to get an insight into recent IT developments regarding study participant management systems (SPMS). Subsequently, a requirements analysis was performed with stakeholders of a major biomedical research project. The successive suitability evaluation was based on the comparison of the identified requirements with the features of six CRMS. Independently of each other, the interviewed expert boards confirmed that there is no generic IT solution for the management of participants. Sixty-four requirements were identified and prioritized in a requirements analysis. The best CRMS was able to fulfill forty-two of these requirements. The non-fulfilled requirements demand an adaption of the CRMS, consuming time and resources, reducing the update compatibility, the system's suitability, and the security of the CRMS. A specific solution for the SPMS is favored instead of a generic and commercially-oriented CRMS. Therefore, the development of a small and specific SPMS solution was commenced and is currently on the way to completion.

Multidexterity in Customer Relationship Management

DEFF Research Database (Denmark)

Ritter, Thomas; Geersbro, Jens

2018-01-01

Based on the many contributions covering business-to-business relationship management found in the pages of Industrial Marketing Management and other prominent journals within the field of business market management, we suggest framing the managerial challenge of customer relationship management...... in terms of multidexterity, i.e., the simultaneous management of (potentially) competing agendas. We build our arguments on the extant literature about ambidexterity, and we explore the existence of multidexterity in customer relationship management as well as the managerial implications of multidexterity....... In addition, we develop a research agenda for deriving additional insights about customer relationship management....

A Study of the Relationship between Personality Types and the Acceptance of Technical Knowledge Management Systems (TKMS)

Science.gov (United States)

Sullivan, Maureen S.

2012-01-01

Technical knowledge management systems (TKMSs) are not achieving the usage (acceptance) and the benefits that have been forecasted and are therefore, not enhancing competitive advantage and profits in organizations (Comb, 2004, "Assessing customer relationship management strategies for creating competitive advantage in electronic…

PENGEMBANGAN CUSTOMER RELATIONSHIP MANAGEMENT BERBASIS SISTEM E-COMMERCE

Directory of Open Access Journals (Sweden)

Sugiarto Montana

2010-10-01

Full Text Available PT Dwisanjaya Abadi Mukti is a company engaged in distributing Pertamina lubricating agent with products for industrial and automotive lubricants. Therefore, companies need a Customer Relationship Management E-commerce-based systems, to address the issues of purchasing and service to customers that are still conducted manually. Systems analysis is done through observation interviews, and literature; analysis of survey findings; and identification of information needs from survey. The system is designed to give advantage to the user as to obtain the desired information quickly, to acquire new customers, improve customer relationships, and retain customers; other than that for the company this system reduces operating costs, more efficient time, accessible anytime and anywhere, improving work productivity, increase sales, increase the number of customers, and improve customer satisfaction.Keywords: customer relationship management, e-commerce, front end, back end

Customer Relationship Management Systems - Why Many Large Companies Do Not Have Them?

Science.gov (United States)

Cunha, Manuela; Varajão, João; Santana, Daniela; Bentes, Isabel

Today's information technologies are heavily embedded in the reality of organizations. Their role is essential not only at the level of internal processes optimization, but also the interaction between the company and its environment. In this context, the Customer Relationship Management (CRM) systems are powerful competitive tools in many different sectors of activity. Despite the undeniable importance of these systems, there are in practice, many large companies that do not use them. Supported by the results of a survey carried out in a sample of large enterprises, this paper seeks to answer to the research question "why many large companies do not have CRM systems".

Implementasi Sistem Informasi Crm (Customer Relationship Management) (Studi Pada Ud. Iwek-p Adventure Kota Malang)

OpenAIRE

Randy, Muhammad Iqbal Dimasz

2014-01-01

The purpose of this minor thesis is to describe the customer relationship management of information system, to analize the problem of customer relationship management information system, and to give an alternative solution or a new customer relationship management information system recommendation to UD. Iwek-P Adventure. Through Customer Relationship Management, companies can improve interaction with customers, not only interact directly but also at the time online, and Customer Relationship...

GLOBAL RELATIONSHIP MANAGEMENT

OpenAIRE

Er Kirtesh Jailia; Mrs.Manisha jailia; Er.Priyanka Jailia

2010-01-01

In this paper we are going to discuss about the concept of Global relationship management. This is an important concept because now a day the whole business community is moving globally, means the geographical boundaries are of no more concern for the business communities. The global thinking of the business communities leads to the global relationship hence it is important for them to effectively manage such global relationship so that they can achieve what they want. The main concern is ove...

Decoupling, re-Engaging: managing trust relationships in implementation projects

DEFF Research Database (Denmark)

Rose, Jeremy; Schlichter, Bjarne Rerup

2012-01-01

, and the complex demands of managing those fluctuations. We investigate evolving trust relationships in a longitudinal case analysis of a large Integrated Hospital System implementation for the Faroe Islands. Trust relationships suffered various breakdowns, but the project was able to recover and eventually meet...... its goals. Based on concepts from Giddens’ later work on modernity, we develop two approaches for managing dynamic trust relationships in implementation projects: decoupling and re-engaging.......An important aspect of the successful implementation of large information systems (such as ERP systems) is trust. These implementations impact the legitimate interests of many groups of stakeholders, and trust is a critical factor for success. Trust in the project is contingent upon many factors...

Examining the Relationship Between Safety Management System Implementation and Safety Culture in Collegiate Flight Schools

OpenAIRE

Robertson, Michael F

2018-01-01

Safety management systems (SMS) are becoming the industry standard for safety management throughout the aviation industry. As the Federal Aviation Administration continues to mandate SMS for different segments, the assessment of an organization’s safety culture becomes more important. An SMS can facilitate the development of a strong aviation safety culture. This study describes how safety culture and SMS are integrated. The purpose of this study was to examine the relationship between an ...

The design of management control systems in inter-organisational relationships in the Malaysian banking industry

OpenAIRE

Asudalli, Mohd Nordin

2017-01-01

This study examines the design of management control systems (MCS) in inter-organisational relationships (lOR). Adopting a contingency approach, the study aims to identify whether fit between lOR contextual variables and MCS design enhances lOR performance. This study conducted several statistical tests to examine the relationships between six lOR contextual variables and the design of MCS in lOR, and their effects on lOR performance. The contextual variables were buyer asset specificity,...

CUSTOMER RELATIONSHIP MANAGEMENT AND BUSINESS STRATEGIES

Directory of Open Access Journals (Sweden)

Rozitta Chittaie

2012-06-01

Full Text Available Changing in the current competitive environment, increasing simplicity of penetrating into the competitive market, and rapid growing of information technology are essential motives for performing activities in an environment. Nowadays, some companies step into rapid and instant development of their markets in order to improve customer relationship. These companies through adopting customer relationship management (CRM systems can earn and retain their customers' loyalty. As a result, designing customer relationship management strategies can lead to market protection, customer value increase, and greater customer satisfaction opportunities for continuous promotion of the enterprise. Regarding the complexity and the variety of strategies associated with managing a business, information-related capability seems to be an essential capability for earning profit from companies' activities and competition among peers. Hence, relation and information are employed for managing the firms are vital tools for seizing opportunities and tackling future issues. Giving the information only employed to support a company’s performance, making crucial decision about surrounding environment, increasing competitive ability of the enterprise will be difficult for company. Furthermore, since increase of competitive ability is accompanied by making greater profit on the deal, methods of raising competitive ability is an interesting and critical issue. Therefore, companies through information technology, cost reduction, and development of low-level relations with customers can achieve greater profitability. This paper probes into customer relationship management and business strategies. The implications of CRM strategies are discussed in detail.

Customer Relationship Management

OpenAIRE

Abdillah, Leon

2018-01-01

Contents: 1) Introduction, 2) Basic Concept of CRM, 3) The Customer Service/Sales Profile, 4) Customer Relationship, 5) Planning and implementing CRM projects, 6) Developing, managing and using customer-related databases, 7) Managing and Sharing Customer Data, 8) Tools for Capturing Customer Information, 9) E-Commerce: Customer Relationships on the Internet, 10) Information Technology for CRM, 11) Sales-force automation, 12) Marketing automation, 13) Service automation, 14) Presentations, 15)...

Conflict management in online relationships.

Science.gov (United States)

Ishii, Kumi

2010-08-01

With the diffusion of networked technology, personal relationships can be easily formed and maintained online today. Similar to a face-to-face situation, conflict is also seen in these online relationships. Early theories suggested that computer-mediated communication (CMC) tends to increase conflicts because of the lack of social-context cues, and CMC is not rich enough to manage conflict. As CMC has become part of our daily life, we often face conflict online, and thus we need to understand how people manage conflict online. This study explored how online users manage interpersonal conflict. Self-report survey data from 159 university students were analyzed to examine their conflict-management styles in association with the perceived closeness of the online relationship and a future intention toward the relationship. The results indicated that online users select cooperative management styles to handle conflict in their close relationships. In addition, online users avoid less cooperative styles when they want to continue the relationship.

Analysis of Relationship between Knowledge Management and Customer Relationship Management with Customer Knowledge Management (Case Study At Azaran Valve Co.)

OpenAIRE

Sayyed Mohsen Allameh; Arash Shahin; Babak Tabanifar

2012-01-01

Knowledge management (KM) and customer relationship management (CRM) are both emphasized on the allocation of resources to business supportive activities in order to gain competitive advantages.. Merging the two concepts of knowledge management and customer relationship management in customer knowledge management (CKM) model can promote the benefits of employing each of them and reduce the risk of implementation failure. This study sought to analyze the relationship between knowledge manageme...

Managing inter-organizational relationships

DEFF Research Database (Denmark)

Hald, Kim Sundtoft

2005-01-01

-term-orientation in relationships and relationship value we develop a conceptualmodel highlighting the components of attraction in business to business relationships.First we demonstrate how the force of attraction can be understood as partners expectedrelationship value and how expected relationship value in turn is strengthened...... maximizing own influence and control over them.Information gathering and model building are tactics normally used in this effort.However, in this article we discuss a third tactic, the tactic of attraction in dyadicrelationships. Founded on the theory of social exchange and based on literature reviewson long...... orweakened by partner- comfortability and dependability. Then we show how partnersperceived attraction towards an industrial company can be managed using a combinationof structural- and behavioral adjustments.Key words: Inter-organizational relationships; Relationship Management; Relationship-value...

Putting Flow–Ecology Relationships into Practice: A Decision-Support System to Assess Fish Community Response to Water-Management Scenarios

Directory of Open Access Journals (Sweden)

Jennifer Cartwright

2017-03-01

Full Text Available This paper presents a conceptual framework to operationalize flow–ecology relationships into decision-support systems of practical use to water-resource managers, who are commonly tasked with balancing multiple competing socioeconomic and environmental priorities. We illustrate this framework with a case study, whereby fish community responses to various water-management scenarios were predicted in a partially regulated river system at a local watershed scale. This case study simulates management scenarios based on interactive effects of dam operation protocols, withdrawals for municipal water supply, effluent discharges from wastewater treatment, and inter-basin water transfers. Modeled streamflow was integrated with flow–ecology relationships relating hydrologic departure from reference conditions to fish species richness, stratified by trophic, reproductive, and habitat characteristics. Adding a hypothetical new water-withdrawal site was predicted to increase the frequency of low-flow conditions with adverse effects for several fish groups. Imposition of new reservoir release requirements was predicted to enhance flow and fish species richness immediately downstream of the reservoir, but these effects were dissipated further downstream. The framework presented here can be used to translate flow–ecology relationships into evidence-based management by developing decision-support systems for conservation of riverine biodiversity while optimizing water availability for human use.

Putting flow-ecology relationships into practice: A decision-support system to assess fish community response to water-management scenarios

Science.gov (United States)

Cartwright, Jennifer M.; Caldwell, Casey; Nebiker, Steven; Knight, Rodney

2017-01-01

This paper presents a conceptual framework to operationalize flow–ecology relationships into decision-support systems of practical use to water-resource managers, who are commonly tasked with balancing multiple competing socioeconomic and environmental priorities. We illustrate this framework with a case study, whereby fish community responses to various water-management scenarios were predicted in a partially regulated river system at a local watershed scale. This case study simulates management scenarios based on interactive effects of dam operation protocols, withdrawals for municipal water supply, effluent discharges from wastewater treatment, and inter-basin water transfers. Modeled streamflow was integrated with flow–ecology relationships relating hydrologic departure from reference conditions to fish species richness, stratified by trophic, reproductive, and habitat characteristics. Adding a hypothetical new water-withdrawal site was predicted to increase the frequency of low-flow conditions with adverse effects for several fish groups. Imposition of new reservoir release requirements was predicted to enhance flow and fish species richness immediately downstream of the reservoir, but these effects were dissipated further downstream. The framework presented here can be used to translate flow–ecology relationships into evidence-based management by developing decision-support systems for conservation of riverine biodiversity while optimizing water availability for human use.

The Relationship between the Level of Completeness of a Strategic Performance Management System and Perceived Advantages and Disadvantages

NARCIS (Netherlands)

de Waal, A.A.; Kourtit, K.; Nijkamp, P.

2011-01-01

Purpose: The purpose of this paper is to identify whether there exists a relationship between the level of completeness of a strategic performance management (SPM) system implementation and the advantages and disadvantages an organization experiences from this system. Design/methodology/approach:

CRM AS A SUPPORT FOR KNOWLEDGE MANAGEMENT AND CUSTOMER RELATIONSHIP

Directory of Open Access Journals (Sweden)

Silvana Toriani

2011-05-01

Full Text Available This paper aims to analyze the role of Customer Relationship Management (CRM as a support for Knowledge Management (KM and the Customer Relationship Strategy Definition in an Information Technology (IT Company. This work is based on theories of KM, IT, and Relationship Marketing. Our survey uses a descriptive approach, in which data is gathered by means of content analysis of semi-structured interviews. The study results have shown us that the company implements an effective system for CRM, in which the system users transform data into information and knowledge in order to support decision-making and strategy definition.

CRM AS A SUPPORT FOR KNOWLEDGE MANAGEMENT AND CUSTOMER RELATIONSHIP

OpenAIRE

Silvana Toriani; Maria Terezinha Angeloni

2011-01-01

This paper aims to analyze the role of Customer Relationship Management (CRM) as a support for Knowledge Management (KM) and the Customer Relationship Strategy Definition in an Information Technology (IT) Company. This work is based on theories of KM, IT, and Relationship Marketing. Our survey uses a descriptive approach, in which data is gathered by means of content analysis of semi-structured interviews. The study results have shown us that the company implements an effective system for CRM...

Relationship between energy systems and landscapes. Guidelines and tools for design and management

Directory of Open Access Journals (Sweden)

Elisabetta Ginelli

2014-10-01

Full Text Available Landscapes undergoing conservation, valorisation, management and reconstruction policies, become a fundamental factor for the local/global development of natural, cultural, human and social potentials of territories. With the contribution of technological design culture, the research, having a strong multidisciplinary character, focuses on managing the relationship between energy systems and landscapes with the general aim of subverting and transforming apparent conflicts in synergies, in order to overcome a sectorial and segmented approach barely based on energy performances. Through the introduction of a complex multidimensional methodology of analysis and evaluation the goal of this work, is to develop standards of acceptability, meta-design criteria and guidelines for design, intro- ducing a methodology for multidimen- sional complex analysis and evaluation, to support Public Authorities.

Customer Relationship Management.

Science.gov (United States)

Fayerman, Michael

2002-01-01

Presents an approach increasingly employed by businesses to track and respond to their customers to provide better and faster services: customer relationship management. Discusses its applicability to the operations of higher education and institutional research and the role it plays in the knowledge management framework. (EV)

Developing a Mobile Service-Based Customer Relationship Management System Using Fuzzy Logic

Directory of Open Access Journals (Sweden)

Xiaobei Liang

2010-12-01

Full Text Available Customer relationship management (CRM has gained lately widespread popularity in many industries. With the development of economy and society, customers are unsatisfied with the stereotyped products. As customers usually describe their demands in nature language, the demands are often conflicting with each other and are often imprecise. The paper studies the operation process of handling customer demand for modern service systems based fuzzy logic methods. While in this mobile medium times, mobile service and CRM are rarely taken into unite study. This paper overviews the related theory likes business engineering, relationship marketing and mobile business, which can be used in mobile CRM (mCRM and in the implement of mobile CRM. The paper analyzes the underlying technology and marketing issues of the initiation of mCRM and integrates various issues of mCRM. Moreover, the paper discusses the characteristics of useful mCRM as the implement of mCRM will help the enterprise enhance the customer relationship and customers' loyalty will also gain more profit. A new stability criterion for the extended singular dynamic input-output model is given to ensure the stability of input-output model.

Relationships between stocking rate, livestock production systems and Alpine grasslands management

Directory of Open Access Journals (Sweden)

Enrico Sturaro

2010-01-01

Full Text Available This study was conducted in order to identify the relationships between stocking rate, management system, topographic conditions and weed encroachment of summer pastures in “Lessinia”, a pre-Alpine area in the Veneto region (North-Eastern Italy. Using the data from a field survey on 46 summer pastures (30 with dairy cows and 16 with other bovine categories, various ANOVA/ANCOVA models were used to test the effects on stocking rate of livestock category, supplementary concentrate feeding, and pasture weed encroachment, slope and elevation. Stocking rate was higher in summer pastures with dairy cows than in those with other bovine categories, and in pastures with moderate slopes than in those with higher ones, but was unaffected by supplementary concentrate feeding, altitude and weed encroachment. This indicates that in the considered areas stocking rate is not constrained by pasture productivity and is kept at sub-optimal levels. Future research is needed to make more clear the effects that the present management status may have on the evolution of pastures productivity and biodiversity value.

Customer Loyalty and Customer Relationship Management

Science.gov (United States)

Zhang, Pengwei; Li, Min; Jiao, Xiaojing; Zhou, Ruijin

The contemporary company attaches great importance to marketing relationship and customer relations is the core of this relationship. Further, customer satisfaction and loyalty is the core of the customer relationship management. Sometimes, high customer satisfaction causes low profit because enterprises do not realize that strengthening the loyalty of the aimed customer is the key of customer relationship management.

Comparing performance of organization on implementation of customer relationship management systems using ANP and TOPSIS hybrid approach

Directory of Open Access Journals (Sweden)

A. Abedi

2017-01-01

Full Text Available As the customers are the main reason of the formation and survival of the organization, not only understanding their obvious needs, but also forecasting, determining and guiding their hidden needs, design and implementing plans of offering services for meeting these needs for attracting customers are among cornerstone of any activity in the organization. In this research, one compares the performance of e-commerce organizations, including three firms, namely Dijikala, Bamilo and Iranian regarding the implementation of Customer Relationship Management system using multiple criteria decision making approach. Along with this, hybrid fuzzy multiple criteria decision-making approach, including fuzzy network analysis has been used for examining the priority of each one of the dimensions and indexes of the proposed model and fuzzy TOPSIS technic for examining discussed options priority. The statistical population of this paper includes 12 experts, including directors and managements and assistances of three e-commerce firms. The results obtained from the study show that customer output group has the highest weight among other variables. Similarly, among evaluated indexes, the customer loyalty dimension has the highest weight in the implementation of Customer Relationship Management. The results of TOPSIS approach also show that among the studied firms, Dijikala has the best performance in implementing Customer Relationship Management.

Characterizing driver-response relationships in marine pelagic ecosystems for improved ocean management.

Science.gov (United States)

Hunsicker, Mary E; Kappel, Carrie V; Selkoe, Kimberly A; Halpern, Benjamin S; Scarborough, Courtney; Mease, Lindley; Amrhein, Alisan

2016-04-01

Scientists and resource managers often use methods and tools that assume ecosystem components respond linearly to environmental drivers and human stressors. However, a growing body of literature demonstrates that many relationships are-non-linear, where small changes in a driver prompt a disproportionately large ecological response. We aim to provide a comprehensive assessment of the relationships between drivers and ecosystem components to identify where and when non-linearities are likely to occur. We focused our analyses on one of the best-studied marine systems, pelagic ecosystems, which allowed us to apply robust statistical techniques on a large pool of previously published studies. In this synthesis, we (1) conduct a wide literature review on single driver-response relationships in pelagic systems, (2) use statistical models to identify the degree of non-linearity in these relationships, and (3) assess whether general patterns exist in the strengths and shapes of non-linear relationships across drivers. Overall we found that non-linearities are common in pelagic ecosystems, comprising at least 52% of all driver-response relation- ships. This is likely an underestimate, as papers with higher quality data and analytical approaches reported non-linear relationships at a higher frequency (on average 11% more). Consequently, in the absence of evidence for a linear relationship, it is safer to assume a relationship is non-linear. Strong non-linearities can lead to greater ecological and socioeconomic consequences if they are unknown (and/or unanticipated), but if known they may provide clear thresholds to inform management targets. In pelagic systems, strongly non-linear relationships are often driven by climate and trophodynamic variables but are also associated with local stressors, such as overfishing and pollution, that can be more easily controlled by managers. Even when marine resource managers cannot influence ecosystem change, they can use information

System management and quality assurance

International Nuclear Information System (INIS)

Sastry, A.M.

1989-01-01

This paper describes the principles of system management and shows the relationship to quality assurance. It discusses the need for balanced attention to all the project management controls required for project success

Relationship outcomes as measurement criteria to assist communication strategists to manage organisational relationships

Directory of Open Access Journals (Sweden)

E. Botha

2011-06-01

Full Text Available Nonfinancial assets like relationships are increasingly important to managers. Communication managers in particular are focusing on measuring and managing organisational relationships as a means to quantify the return on investment (ROI of public relations and communication strategies. Measuring relationships offers communication managers a way to evaluate its contribution to the organisation. A commonly agreed upon definition of these relationships, however, does not exist. If we consider communication management is a managerial function, it must first refine its instruments of measurement. This study looks at the three-stage model of organisational relationships (relationship antecedents, maintenance strategies and relationship outcomes proposed by Grunig & Huang (2000 to firstly review the development of the model. Secondly, the study takes an in-depth look at each relationship outcomes of trust, commitment, satisfaction and control mutuality. Lastly, we assess the reliability and validity of the use of current relationship outcome measures through a survey of 154 organisational relationships. Previous studies that have utilized these outcomes in the measurement of organisational relationships do not discuss the possible interaction (or relationship among these outcomes. This study contributes to current literature by both providing an improved framework for the measurement of relationship outcomes and hypothesizing about how these outcomes interact with one another. It also discusses the managerial implications of managing relationships through the constant measurement of trust, commitment, satisfaction and control mutuality

RFID of next generation network for enhancing customer relationship management in healthcare industries.

Science.gov (United States)

Alzahrani, Ahmed; Qureshi, Muhammad Shuaib; Thayananthan, Vijey

2017-10-23

This paper aims to analyze possible next generation of networked radio frequency identification (NGN-RFID) system for customer relationship management (CRM) in healthcare industries. Customer relationship and its management techniques in a specific healthcare industry are considered in this development. The key objective of using NGN-RFID scheme is to enhance the handling of patients' data to improve the CRM efficiency in healthcare industries. The proposed NGN-RFID system is one of the valid points to improve the ability of CRM by analyzing different prior and current traditional approaches. The legacy of customer relationship management will be improved by using this modern NGN-RFID technology without affecting the novelty.

Relationship Management in International Strategic Alliances and networks

DEFF Research Database (Denmark)

Andersen, Poul

2011-01-01

This chapter discusses relationship management in international strategic alliances and networks, building on and synthesizing parts of the relationship management literature. The chapter provides a model linking three generic relationship management tasks with three levels of management......, identifying nine focus areas for relationship management efforts. Rather than distinguishing between the management of external and internal resources, the integration of external and internal resources is the focus, meaning that all managerial tasks have both internal and external consequences...

Customer Relationship Management in Higher Education: Using Information Systems to Improve the Student-School Relationship

Science.gov (United States)

Seeman, Elaine D.; O'Hara, Margaret

2006-01-01

Purpose: The purpose of this paper is to explore customer relationship management (CRM) in a higher education setting. Design/methodology/approach: The development and implementation of a CRM project in a state community college was examined as were the benefits realized by implementing CRM. As colleges increasingly embrace distance learning and…

Membangun Customer Relationship Management dalam Bisnis

Directory of Open Access Journals (Sweden)

Suparto Darudiato

2011-12-01

Full Text Available Customer relationship management dapat dijadikan alat oleh perusahaan dalam mengembangkan bisnisnya agar mendapat perhatian dari customer dan pasar. Paper ini disusun berdasarkan penelitian yang menggambarkan hubungan bisnis dan pengaruh pelanggan terhadap perusahaan, serta bagaimana sebuah customer relationship management dapat membantu perusahaan dalam meraih pangsa pasar. Data dan informasi dalam studi ini didapatkan dari studi pustaka yang mengacu pada buku referensi dan jurnal yang berhubungan dengan topik yang ada. Paper ini memberi pengetahuan tentang pencapaian tujuan perusahaan yang didukung penerapan customer relationship management.

An empirical study to measure the relationship between management style and conflict management

Directory of Open Access Journals (Sweden)

Saeed Moghaddas Pour

2012-10-01

Full Text Available Leadership plays an important role among five main components of management. These days, many organizations try to resolve any existing conflicts through adapting an appropriate leadership strategy. During the past few years, there are increasing interests in examining the relationship between management style and conflict management. The proposed study of this paper performs an empirical study to find the relationship between relationship-oriented leadership style and solution-oriented strategy as well as between leadership style and conflict management. The proposed study distributed a questionnaire among 43 managers who were in different industries in west part of Iran. Most of the people who participated in our survey were male and they were between 25 to 30 years old. The study considers relationship between leadership style and conflict management, which includes the relationship between relationship-oriented and task-oriented leaderships with avoiding conflict management strategy, solution and control based conflict managements. The results confirmed that there is only a meaningful relationship between relationship-oriented leadership with solution-based conflict management. In other words, our survey indicates that when there is a conflict, management can handle the problem using his/her relationship and find appropriate solution to resolve any possible conflict.

CUSTOMER RELATIONSHIP MANAGEMENT IN BUSINESS-TO-BUSINESS MARKETING: EXAMPLE OF TOURISM SECTOR

Directory of Open Access Journals (Sweden)

Demet TUZUNKAN

2018-04-01

Full Text Available The aim of this study is to demonstrate how customer relationship management systems are implemented in tourism companies that do business-tobusiness marketing. The study firstly tries to explain the concepts of business-tobusiness marketing and customer relations management. The existence and implementation of customer relationship management systems, particularly in business-oriented organizations, is crucial in order to make a difference in the globalizing world where competition conditions are gradually increasing. In order to achieve this, it has been evaluated how the customer relationship management systems are formed, how they are implemented, and what advantages they provide by conducting interviews with the employees in the companies that are business-tobusiness marketing in tourism sector and business areas. In methodology, semistructured interview technique has been used which enables qualitative data collection as a method in order to reach the goal of the study. As a result of the interviews and research, it has been established that customer relations management in B2B tourism companies is quite vital to be more productive, work efficiently, support marketing activities considerably and therefore increase the sales volume.

The Relationship Between the Customer Relationship Management and Patients' Loyalty to Hospitals.

Science.gov (United States)

Hajikhani, Shadi; Tabibi, Seyed Jamaledin; Riahi, Leila

2015-06-25

Customer Relationship Management (CRM) with its various components has been considered as a tool causing customers' loyalty. The present study aims to investigate the relationship between the various components of customer relationship management and patients' loyalty to the place of their treatment. This cross sectional and descriptive-analytical study was conducted among nurses and hospitalized patients in inpatient wards in selected hospitals in 2014. Using the stratified random sampling method, 224 valid and reliable researcher-drafted questionnaires were completed for CRM by nurses and 359 questionnaires were completed by patients for patients' loyalty in the studied wards. Data were analyzed using the SPSS(20) software. There was no statistically significant relationship between the level of patients' loyalty and organizational indicators, information technology and knowledge management (P Value>0.05). However, there was a statistically significant relationship between loyalty and the dimensions of the service process (P Value=0.04), human resources (P Value=0.002) and CRM (P Value=0.038). The strength of these relationships were 34, 40 and 36 percent, respectively all of which were positive. Customer Relationship Management is a tool for improving influencing factors on patients' satisfaction and loyalty. Therefore, attempts to implement customer relationship management as a process for improving hospitals performance and improving communication between service providers in hospitals and customers leading to enhance patients' loyalty should be taken into account by managers and policy makers in the health sectors.

The Relationship Between the Customer Relationship Management and Patients’ Loyalty to Hospitals

Science.gov (United States)

Hajikhani, Shadi; Tabibi, Seyed Jamaledin; Riahi, Leila

2016-01-01

Background and Aim: Customer Relationship Management (CRM) with its various components has been considered as a tool causing customers’ loyalty. The present study aims to investigate the relationship between the various components of customer relationship management and patients’ loyalty to the place of their treatment. Methods: This cross sectional and descriptive-analytical study was conducted among nurses and hospitalized patients in inpatient wards in selected hospitals in 2014. Using the stratified random sampling method, 224 valid and reliable researcher-drafted questionnaires were completed for CRM by nurses and 359 questionnaires were completed by patients for patients’ loyalty in the studied wards. Data were analyzed using the SPSS20 software. Results: There was no statistically significant relationship between the level of patients’ loyalty and organizational indicators, information technology and knowledge management (P Value>0.05). However, there was a statistically significant relationship between loyalty and the dimensions of the service process (P Value=0.04), human resources (P Value=0.002) and CRM (P Value=0.038). The strength of these relationships were 34, 40 and 36 percent, respectively all of which were positive. Conclusion: Customer Relationship Management is a tool for improving influencing factors on patients’ satisfaction and loyalty. Therefore, attempts to implement customer relationship management as a process for improving hospitals performance and improving communication between service providers in hospitals and customers leading to enhance patients’ loyalty should be taken into account by managers and policy makers in the health sectors. PMID:26493416

ANTECEDENTS OF CUSTOMER RELATIONSHIP MANAGEMENT CAPABILITIES

OpenAIRE

Tuleu Daniela

2015-01-01

Customer relationship management, as a process to manage customer relationship initiation, maintenance and termination to maximize the value of the relationship portfolio, is an evolving process. In recent years, the development of interactive technologies (social media) have revolutionized the interaction between firms and their customers and between customers. The impact of technology on CRM is improving ways of collecting and processing customer information and transforming communication w...

Sailor Relationship Management: The Use of Customer Relationship Management in Sailor Morale and Retention

National Research Council Canada - National Science Library

Gillenson, Mark

2002-01-01

.... An even newer concept, Employee Relationship Management (ERM), seeks to turn the lessons learned from CRM inwards to a company's own employees, not to sell them something but to develop a closer, more personalized relationship...

Essentials of Project and Systems Engineering Management

CERN Document Server

Eisner, Howard S

2008-01-01

The Third Edition of Essentials of Project and Systems Engineering Management enables readers to manage the design, development, and engineering of systems effectively and efficiently. The book both defines and describes the essentials of project and systems engineering management and, moreover, shows the critical relationship and interconnection between project management and systems engineering. The author's comprehensive presentation has proven successful in enabling both engineers and project managers to understand their roles, collaborate, and quickly grasp and apply all the basic princip

Database management systems understanding and applying database technology

CERN Document Server

Gorman, Michael M

1991-01-01

Database Management Systems: Understanding and Applying Database Technology focuses on the processes, methodologies, techniques, and approaches involved in database management systems (DBMSs).The book first takes a look at ANSI database standards and DBMS applications and components. Discussion focus on application components and DBMS components, implementing the dynamic relationship application, problems and benefits of dynamic relationship DBMSs, nature of a dynamic relationship application, ANSI/NDL, and DBMS standards. The manuscript then ponders on logical database, interrogation, and phy

Device configuration-management system

International Nuclear Information System (INIS)

Nowell, D.M.

1981-01-01

The Fusion Chamber System, a major component of the Magnetic Fusion Test Facility, contains several hundred devices which report status to the Supervisory Control and Diagnostic System for control and monitoring purposes. To manage the large number of diversity of devices represented, a device configuration management system was required and developed. Key components of this software tool include the MFTF Data Base; a configuration editor; and a tree structure defining the relationships between the subsystem devices. This paper will describe how the configuration system easily accomodates recognizing new devices, restructuring existing devices, and modifying device profile information

Manager-physician relationships: an organizational theory perspective.

Science.gov (United States)

Kaissi, Amer

2005-01-01

Manager-physician relationships are a critical determinant of the success of health care organizations. As the health care industry is moving toward a situation characterized by higher scarcity of resources, fiercer competition, more corporitization, and strict cost-containment approaches, managers and physicians should, more than ever, work together under conjoint or shared authority. Thus, their relationship can be described as one of high rewards, but also of high risk because of the wide range of differences that exist between them: different socializations and trainings resulting in different worldviews, value orientation and expectations and different cultures. In brief, managers and physicians represent different "tribes," each with its language, values, culture, thought patterns, and rules of the game. This article's main objective is to determine the underlying factors in the manager-physician relationship and to suggest ways that make this relationship more effective. Four different organizational perspectives will be used. The occupational perspective will give insights on the internal characteristics of the occupational communities of managers and physicians. The theory of deprofessionalization of physicians will also be discussed. The structuring perspective will look at the manager-physician relationship as a structure in the organization and will determine the effects of contextual factors (size, task uncertainty, strategy, and environment) on this relationship and the resulting effect on performance and effectiveness of the organization. The culture and control perspective will help detect the cultural differences between managers and physicians and how these interact to affect control over the decision-making areas in the hospital. The power, conflict, and dialectics perspective will shed the light on the conflicting interests of managers and physicians and how these shape the "power game" in the organization. Consequently, a theoretical model of

Management systems in production operations

International Nuclear Information System (INIS)

Walters, K.B.; Henderson, G.

1993-01-01

The Cullen Enquiry into the Piper Alpha disaster in the U.K. North Sea recommended that an operator should formally present it's company Management System and demonstrate how safety is achieved throughout the life cycle of a platform, from design through operation to abandonment. Brunei Shell Petroleum has prepared a corporate level Safety Management System. As part of Safety Case work, the corporate system is being extended to include the development of specific Management Systems with particular emphasis on offshore production operations involving integrated oil and gas facilities. This paper will describe the development of Management Systems, which includes an intensive Business Process Analysis and will comment upon it's applicability and relationship to ISO 9000. The paper will further describe the applicability and benefits of Management Systems and offer guidance on required effort. The paper will conclude that development of structured Management Systems for safety critical business processes is worthwhile but prioritization of effort will be necessary. As such the full adoption of Management Systems will be directional in nature

Significance of ISO 9000 Quality Management System for ...

African Journals Online (AJOL)

Significance of ISO 9000 Quality Management System for Performance ... of ISO 9000 Quality Management System implementation for performance improvement. ... to find out the relationship between certification and process variability.

DEVELOPMENT OF CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM TO IMPROVE SERVICE QUALITY IN PT MANULIFE LIFE INSURANCE INDONESIA

Directory of Open Access Journals (Sweden)

Chriswanto Chriswanto

2014-10-01

Full Text Available Customer Relationship Management System (CRMS Development in order to improve service quality in PT. AJ. Manulife Indonesia is done by comprehending the performance model of the company and the factors that are affecting the company performance improvement and the quality of the decision to be taken by top management. System Dynamic is a method that can be used to stimulate complex systems. System Dynamics approach is expected to build a model of corporate performance that can be used to evaluate the quality of service to customers so that they can make decisions quickly and accurately. This study proves that the model is built with standard models used as changing targets and it can simulate a target quality of service to customers by delivering current and future achievement. Achievement in the future is influenced by the value of achievement of SLA, Response Time, and Defect, where the greater value of control, the greater value of the correction rate so that the GAP will be smaller. Correction rate which is determined in this study was 10%, 20%, and 30% of GAP (CB

Power Relationships that Lead to the Development of Feral Systems

Directory of Open Access Journals (Sweden)

D.V Kerr

2007-09-01

Full Text Available This research identifies factors affecting the operation of a supply chain in a large, asset rich transport utility, and how a recent Enterprise Resource Planning System (ERP implementation was perceived with respect to its usability for the task. A lack of trust in the ERP, ineffective training methods and complexity in extracting the data from the ERP were identified as a problem which lead to the development of “Feral Systems” (systems outside the accepted ERP or corporation condoned information systems – sometimes called skunkworks. This research uses an interpretative case study approach to gain insights into the human sense-making within the study organisation. The research argues that power relationships between operational managers and financial managers and processual power relationships between operational managers led to the development of these systems.

Features of the Development Strategy Customer Relationship Management

Directory of Open Access Journals (Sweden)

I. M. Gurova

2017-01-01

Full Text Available Purpose: in the current economic situation one of the main conditions of competitiveness of the company is its customer focus. In this regard, the most promising strategy for strengthening the stability of the organization is the management of customer relationships.The presented article explores the process of developing a customer relationship management strategy. This is a crucial, fundamental stage, from the very outcome of which the very possibility of achieving the organization's global goal depends to a large extent. Therefore, the development of a strategy requires deep reflection and qualitative elaboration. The aim of this work is to identify specific features of development of strategy of customer relationship management through the systematization of theoretical and methodological framework and a detailed consideration of the algorithm of this process. Methods: the methodology of the study is based on the application of universal scientific methods of analysis and synthesis, analogy and modeling. In the process of collecting and collating data used content analysis, comparative analysis, methods of induction and deduction, system approach. Functional, strategic and economic analysis, methods of formalization, forecasting and expert assessments are used to generalize information and solve assigned tasks. Results: in the process of the study, a common algorithm for creating a customer relationship management strategy was developed. In particular, its main stages have been identified; the processes of solving the most important problems have been singled out and studied in detail. In addition, the article substantiates the basic theoretical and methodological guidelines, as well as the practical aspects of development of this type of strategy. Conclusions and Relevance: the main feature of development of the strategy of customer relationship management is the focus on the value characteristics of the analyzed elements. This is due to

A Review : Benefits and Critical Factors of Customer Relationship Management

OpenAIRE

Vijay Pal Dhaka; Pooja Nahar

2014-01-01

Customer Relationship Management (CRM) is a technical jargon which is a blend of methodologies, software and internet, which are used by a company to achieve its goal through the identification and satisfaction of customer’s stated and unstated needs and wants. This software addresses customer life cycle management. This system manages company interactions with current and future customers. It involves technology to organize, automate and synchronize business processes. CRM application is an ...

RIMS: Resource Information Management System

Science.gov (United States)

Symes, J.

1983-01-01

An overview is given of the capabilities and functions of the resource management system (RIMS). It is a simple interactive DMS tool which allows users to build, modify, and maintain data management applications. The RIMS minimizes programmer support required to develop/maintain small data base applications. The RIMS also assists in bringing the United Information Services (UIS) budget system work inhouse. Information is also given on the relationship between the RIMS and the user community.

Environmental management: A system approach

Science.gov (United States)

Petak, William J.

1981-05-01

This paper presents a system framework whose purpose is to improve understanding of environmental management. By analyzing the links between elements of the environmental management system, it is possible to construct a model that aids thinking systematically about the decision-making subsystem, and other subsystems, of the entire environmental management system. Through a multidisciplinary environmental approach, each of the individual subsystems is able to adapt to threats and opportunities. The fields of government, market economics, social responsibility and ecology, for example, are so complex that it is extremely difficult to develop a framework that gives full consideration to all aspects. This paper, through the application of a highly idealized system framework, attempts to show the general relationships that exist between complex system elements.

New Approaches of Supplier Relationship Management

OpenAIRE

Cârstea Gheorghe; Pãun Oana; Pãun Sorin

2014-01-01

In a strong competitive environment, based on an increased degree of risk and uncertainty, supplier relationship management is considered to be a strategic value-adding process, able to contribute to the success of the organization. Supplier relationship management must also the development of a collaborative environment, based on trust between partners, so that both parties can achieve mutually beneficial objectives through joint effort and time investment.

Membangun Customer Relationship Management dalam Bisnis

OpenAIRE

Darudiato, Suparto; Novianto, Chiko; Hendra, Hendra; Reynaldo, Reynaldo; Selvi, Selvi

2011-01-01

Customer relationship management dapat dijadikan alat oleh perusahaan dalam mengembangkan bisnisnya agar mendapat perhatian dari customer dan pasar. Paper ini disusun berdasarkan penelitian yang menggambarkan hubungan bisnis dan pengaruh pelanggan terhadap perusahaan, serta bagaimana sebuah customer relationship management dapat membantu perusahaan dalam meraih pangsa pasar. Data dan informasi dalam studi ini didapatkan dari studi pustaka yang mengacu pada buku referensi dan jurnal yang berhu...

PROJECT MANAGEMENT AND RELATIONSHIP MARKETING: INTERSECTIONS FOR STAKEHOLDER MANAGEMENT IN PROJECTS

Directory of Open Access Journals (Sweden)

Ronielton Rezende Oliveira

2017-06-01

Full Text Available Projects development is essential for organizations. Among the factors originated in projects that influence performance is quality. This variable must be managed to meet the expectations of the stakeholders and this can only be achieved through effective monitoring and control. It can be seen that relationship marketing is relevant to the competitive reality of contemporary organizations. With the purpose of contributing to organizational studies, this theoretical essay proposes to approach project management in relationship marketing. In the context of integrated management, it is discussed how management action can be applied to engage and involve stakeholders in projects, in order to create value and achieve the expectations sustained by the execution of the projects. Based on the reflection, the quality of relationship management is pointed out as a construct of higher order, composed of at least two dimensions: trust and satisfaction.

Consumer relationship management systems in an international company

Directory of Open Access Journals (Sweden)

Tomasz Buchwald

2014-08-01

Full Text Available As increase in competitiveness between companies leads to pursuit of new ways to communicate between businesses and customers. In order to keep its position in the market a company continuously looks for new marketing solutions. The answer to these searches can be a CRM system.This paper presents the development of an optimal CRM system for the Astor company, which proceeded in the following stages:  analyst team debate, analysis of needs, definition of system functionality and the choice of solution. It also presents the process of the implementation of the CRM system and highlights the benefits. Such a complex process required cooperation between different departments of the company and changes in management skills. The result was a successful implementation of the system.

Lessons for outsourcing and interim management relationships.

Science.gov (United States)

Macko, W; Kostyack, P T

1999-01-01

Few decisions can affect an organization more than the selection of an outsourcing or interim management partner. More and more health care organizations face such decisions in today's competitive market in order to face new business needs. Making these relationships successful can be important for health care organizations seeking competitive advantages or seeking immediately accessible management support. These relationships, however, require careful partner selection and development. Success in outsourcing and interim management relationships is contingent upon a thorough selection process, a strong contract that has clearly and explicitly detailed responsibilities and a culture-sensitive business rapport between the client and selected partner.

Environmental management systems and organizational change

DEFF Research Database (Denmark)

Jørgensen, Tine Herreborg

2000-01-01

and environmental management systems. The structure of the organizations has changed, the relationships with external partners have strengthened and the implementation of quality and environmental management systems has trimmed the organizations to manage and develop these areas. The organization analysis is based......The establishment of an environmental management system and its continuous improvements is a process towards a reduction of the companies' and the products' environmental impact. The organizations' ability to change is crucial in order to establish a dynamic environmental management system...... and to achieve continuous environmental improvements. The study of changes gives an insight into how organizations function, as well as their forces and barriers. This article focuses on the organizational changes that two companies have undergone from 1992 up until today in connection with their quality...

An Examination of Faculty and Student Online Activity: Predictive Relationships of Student Academic Success in a Learning Management System (LMS)

Science.gov (United States)

Stamm, Randy Lee

2013-01-01

The purpose of this mixed method research study was to examine relationships in student and instructor activity logs and student performance benchmarks specific to enabling early intervention by the instructor in a Learning Management System (LMS). Instructor feedback was collected through a survey instrument to demonstrate perceived importance of…

An empirical study to measure the relationship between management style and conflict management

OpenAIRE

Saeed Moghaddas Pour; Alireza Bakhshi Zadeh; Elham Barati

2012-01-01

Leadership plays an important role among five main components of management. These days, many organizations try to resolve any existing conflicts through adapting an appropriate leadership strategy. During the past few years, there are increasing interests in examining the relationship between management style and conflict management. The proposed study of this paper performs an empirical study to find the relationship between relationship-oriented leadership style and solution-oriented strat...

Management Control in Enterprise System Enabled Organizations

DEFF Research Database (Denmark)

Rikhardsson, Pall; Rohde, Carsten; Rom, Anders

2007-01-01

The objective of this paper is to add to the limited body of knowledge on the relationship between enterprise systems (ES) and management control. Based on a literature review, we describe and classify studies that empirically address this relationship. Apart from not being extensive, the research...... done so far primarily addresses the relationship between management control and ES based on a limited number of methodologies and approaches. We argue that there seems to be a need for more research done from functionalistic and critical perspectives, as well which employs a greater variety...

The reliability-quality relationship for quality systems and quality risk management.

Science.gov (United States)

Claycamp, H Gregg; Rahaman, Faiad; Urban, Jason M

2012-01-01

Engineering reliability typically refers to the probability that a system, or any of its components, will perform a required function for a stated period of time and under specified operating conditions. As such, reliability is inextricably linked with time-dependent quality concepts, such as maintaining a state of control and predicting the chances of losses from failures for quality risk management. Two popular current good manufacturing practice (cGMP) and quality risk management tools, failure mode and effects analysis (FMEA) and root cause analysis (RCA) are examples of engineering reliability evaluations that link reliability with quality and risk. Current concepts in pharmaceutical quality and quality management systems call for more predictive systems for maintaining quality; yet, the current pharmaceutical manufacturing literature and guidelines are curiously silent on engineering quality. This commentary discusses the meaning of engineering reliability while linking the concept to quality systems and quality risk management. The essay also discusses the difference between engineering reliability and statistical (assay) reliability. The assurance of quality in a pharmaceutical product is no longer measured only "after the fact" of manufacturing. Rather, concepts of quality systems and quality risk management call for designing quality assurance into all stages of the pharmaceutical product life cycle. Interestingly, most assays for quality are essentially static and inform product quality over the life cycle only by being repeated over time. Engineering process reliability is the fundamental concept that is meant to anticipate quality failures over the life cycle of the product. Reliability is a well-developed theory and practice for other types of manufactured products and manufacturing processes. Thus, it is well known to be an appropriate index of manufactured product quality. This essay discusses the meaning of reliability and its linkages with quality

Customer Relationship Management in Agile Healthcare Organizations

OpenAIRE

Nasrabad, Rafat Rezapour

2017-01-01

Today, several studies in the field to identify key factors in the success and agility of health care organizations to improve their performance in the face of changes have taken place in the context of customer relationship management among them. The purpose of this study was to explore the concept of customer relationship management, goals and benefits by considering its relationship with value creation for clients and treatment. Results showed concern for organizations today, creating cust...

Supplier Relationship Management at Army Life Cycle Management Commands: Gap Analysis of Best Practices

Science.gov (United States)

2012-01-01

contracts. - 76 - In step 9, maintaining momentum in supplier management , the relationship between the customer and supplier continues to develop...REPORT DATE 2012 2. REPORT TYPE 3. DATES COVERED 00-00-2012 to 00-00-2012 4. TITLE AND SUBTITLE Supplier Relationship Management at Army Life... Relationship Management at Army Life Cycle Management Commands Gap Analysis of Best Practices Nancy Y. Moore, Amy G. Cox, Clifford A. Grammich

Customer relationship management in the fashion industry

OpenAIRE

Kamblevičiūtė, Kamilė

2016-01-01

Customer Relationship Management in the Fashion Industry The fashion industry is a product of the modern age. In ancient times, most of clothes were handmade, or so-called home-made, which were made on individual basis. Due to the development of new technologies, the rise of global capitalism, the expansion of factory systems, the attitude towards the concept of clothing was shifting. The fashion industry consists of four levels: raw material, the design of fashion goods, manufacturing, marke...

Managing Complex Dynamical Systems

Science.gov (United States)

Cox, John C.; Webster, Robert L.; Curry, Jeanie A.; Hammond, Kevin L.

2011-01-01

Management commonly engages in a variety of research designed to provide insight into the motivation and relationships of individuals, departments, organizations, etc. This paper demonstrates how the application of concepts associated with the analysis of complex systems applied to such data sets can yield enhanced insights for managerial action.

Physician-management relationships at HCA: a case study.

Science.gov (United States)

Campbell, P; Kane, N M

1990-01-01

The questions of whether Hospital Corporation of America (HCA), a for-profit hospital company, fostered an environment detrimental to the physician-patient relationship during the period of implementation of the Medicare Prospective Payment System (PPS) was explored. The transition to PPS provided an opportunity to evaluate whether hospital ownership differences affected responses to a payment system which encouraged institutional intervention in the practice of medicine. A case study approach was used to observe the influence of the then largest for-profit hospital corporation upon physicians' medical practice in four owned hospitals. Findings indicated that HCA hospital managers were most directly influenced by the local competitive environment and their own personal agendas in responding to PPS incentives. Corporate influence actually softened payment system incentives to intervene in medical practice by providing a generous supply of capital, and by fostering a corporate culture conducive to cooperative relationships with physicians. Better public understanding of the determinants of hospital behavior is needed to preserve or enhance important social goals such as the physician-patient relationship; easily measurable characteristics such as ownership or bed size explain little about hospital behavior or motivation.

Relationship marketing's role in managing the firm-investor dyad

NARCIS (Netherlands)

Hoffmann, A.O.I.; Pennings, J.M.E.; Wies, S.

2011-01-01

This paper develops an interdisciplinary conceptual framework demonstrating the role of marketing in managing investor relationships. The framework illustrates how companies can turn investor relationships into market-based assets by analyzing and managing them from a relationship marketing and

Parental management of peer relationships and early adolescents' social skills.

Science.gov (United States)

Mounts, Nina S

2011-04-01

Despite a growing body of research on parental management of peer relationships, little is known about the relationship between parental management of peers and early adolescents' social skills or the precursors to parental management of peer relationships. The goals of this short-term longitudinal investigation were to examine the relationship between parental management of peers (consulting and guiding), conflict about peers, and adolescents' social skills (cooperation, assertion, responsibility, empathy, and self-control) and to examine potential precursors (goals of improving peer relationships and beliefs about authority over peer relationships) to parental management of peer relationships. A predominantly White sample (71%) of 75 seventh-graders (57% female) and their primary caregivers participated in the 9-month investigation. Caregivers completed questionnaires regarding goals of improving their adolescents' peer relationships, beliefs about parental authority over peer relationships, parental management of peers, and adolescents' social skills. Adolescents completed questionnaires regarding their social skills. Path analyses suggest that a greater number of caregivers' goals of improving peer relationships and higher beliefs about parental authority over peers were related to higher levels of consulting, guiding, and conflict about peers. Higher levels of conflict about peers in conjunction with higher levels of consulting were related to lower levels of assertion and responsibility in peer relationships over time. When parents reported having a greater number of goals of improving peer relationships, adolescents reported higher levels of cooperation, assertion, empathy, and self control over time. Findings suggest that caregivers' goals and beliefs are important in predicting parental management of peer relationships and adolescents' social skills over time, and that conflict about peers undermines caregivers' efforts to be positively involved in

A Symbiosis between Instructional Systems Design and Project Management

Science.gov (United States)

Pan, Cheng-Chang

2012-01-01

This study is intended to explore a complementary relationship between instructional systems design (ISD) and project management in an attempt to build a plausible case for integrating project management as a distinct course in the core of the graduate instructional systems design programs. It is argued that ISD and project management should form…

Managing creativity in business market relationships

DEFF Research Database (Denmark)

Andersen, Poul Houman; Kragh, Hanne

2013-01-01

The guest editors' introduction to the Special Issue on managing creativity in business market relationships positions the topic at the intersection between interorganizational research and creativity research. It introduces three paradoxes that managers of such processes face: a) the tension...

Customer Relationship Management through Mobile Technologies: Exploratory Study on Indian Youth

OpenAIRE

Arpita Khare; Sapna Rakesh

2012-01-01

Companies are increasingly using technology to target their customers and build relationship with them. Customer relationship management is perceived as a strategy which harnesses technology for providing more value to customers through customized products and services. However, technology now extends beyond the peripheries of Internet to mobile-based systems. The research was directed towards understanding the viability and scope of mobile marketing strategies in India. The acceptance of mob...

Investigation of Relationship between Level of Awareness around Health, Safety and Environment Management System and Its Effects on Safety Climate and Risk Perception by Employees in an Iran Oil Refinery, 2015

Directory of Open Access Journals (Sweden)

Milad Ahmadi Marzaleh

2017-02-01

Full Text Available Special attention of and oil, gas and petrochemical large corporation in the world to the HSE management system is due to its importance in the designing and development of products, services and processes by considering its health, safety and environment requirements. Staff's perception of the existing job risks has a significant impact on their safe behavior at work. This study was conducted to determine the relationship between safety climate and staff's perception of risk with an awareness level among employees of the HSE management system in an oil refinery in Kermanshah. The study population was employees in one of the oil refineries in Iran. After designing and questionnaire psychometric assessment of staff knowledge of HSE management system (Cronbach's alpha was 0.9 and its validity was assessed by certified professionals, Loughborough safety climate questionnaire and Flin risk perception questionnaire were used. Data analysis was performed using SPSS V22 software. Results showed that the relationship between safety climate and awareness level of the HSE management system; also the relationship between safety climate and perception of risk was also getting significant. However, the relationship between perception of risk and awareness level of the HSE management system was not significant. The results of this study showed a moderate awareness of HSE Management System in refinery workers. In this regard, appropriate and proper management policy should be committed to improving the situation. The results of this study is a profile the situation of safety climate in the refinery, which can be used as an indicator for the development of preventive policies and evaluate the performance of the organization's safety and the results of the safety improvement organization.

Supplier Relationship Management dalam Pendekatan Contigency dan Best Practice

OpenAIRE

Supriharyanti, Elisabeth

2005-01-01

The supplier relationship is one important type of cooperation between and among firms. Supplier relationship management (SRM) is a part of the overall supply chain management process. Over the past several years, there has been significant shift in the way organization approach supplier relationship management. Recent year have seen an increased interest and involvement in partnership model. Several authors said that partnersip will deliver superior performance. The “best practice” model of ...

The relationship of chronic and momentary work stress to cardiac reactivity in female managers: feasibility of a smart phone-assisted assessment system.

Science.gov (United States)

Lumley, Mark A; Shi, Weisong; Wiholm, Clairy; Slatcher, Richard B; Sandmark, Helene; Wang, Shinan; Hytter, Anders; Arnetz, Bengt B

2014-09-01

To evaluate a wireless smart phone-assisted (SPA) system that assesses ongoing heart rate (HR) and HR-triggered participant reports of momentary stress when HR is elevated during daily life. This SPA system was used to determine the independent and interactive roles of chronic and momentary work stress on HR reactivity among female managers. A sample of 40 female managers reported their chronic work stress and wore the SPA system during a regular workday. They provided multiple reports of their momentary stress, both when triggered by increased HR and at random times. Relationships among chronic stress, momentary stress, and HR were analyzed with hierarchical linear modeling. Both chronic work stress (b = 0.08, standard error [SE] = 0.03, p = .003) and momentary work stress (b = 1.25, SE = 0.62, p = .052) independently predicted greater HR reactivity, adjusting for baseline HR, age, smoking, caffeine, alcohol use, and momentary physical activity levels. More importantly, chronic and momentary stress significantly interacted (b = 1.00, SE = 0.04, p = .036); high momentary stress predicted elevated HR only in the context of high chronic stress. Female managers who experience chronic work stress displayed elevated cardiac reactivity during momentary stress at work. The joint assessment of chronic stress and momentary stress and their relationship to physiological functioning during work clarifies the potential health risks associated with work stress. Moreover, this wireless SPA system captures the immediate subjective context of individuals when physiological arousal occurs, which may lead to tailored stress management programs in the workplace.

Parental Management of Peer Relationships and Early Adolescents' Social Skills

Science.gov (United States)

Mounts, Nina S.

2011-01-01

Despite a growing body of research on parental management of peer relationships, little is known about the relationship between parental management of peers and early adolescents' social skills or the precursors to parental management of peer relationships. The goals of this short-term longitudinal investigation were to examine the relationship…

Customer Relationship Management System in Occupational Safety & Health Companies: Research on Practice and Preliminary Design Solution

Directory of Open Access Journals (Sweden)

Robert Fabac

2011-10-01

Full Text Available One of the most prominent contemporary trends in formation of companies is the approach to development of a customer-oriented company. In this matter, various versions related to the intensity of this orientation are differentiated. Customer relationship management (CRM system is a well-known concept, and its practice is being studied and improved in connection to various sectors. Companies providing services of occupational safety and health (OHS mainly cooperate with a large number of customers and the quality of this cooperation largely affects the occupational safety and health of employees. Therefore, it is of both scientific and wider social interest to study and improve the relationship of these companies with their customers. This paper investigates the practice of applying CRM in Croatian OHS companies. It identifies the existing conditions and suggests possible improvements in the practice of CRM, based on experts’ assessments using analytic hierarchy process evaluation. Universal preliminary design was created as a framework concept for the formation of a typical customer-oriented OHS services company. Preliminary design includes a structural view, which provides more details through system diagrams, and an illustration of main cooperation processes of a company with its customer.

Designing Customer Relationship Management Model in Hospital

OpenAIRE

Mohammad Abbaszadeh; Roohollah Askari; Morad Alizadeh; Mohammad Amin Bahrami

2017-01-01

Background: Customer relationship management is a modern marketing concept which is also considered as a successful business strategy. The present study aimed to design a customer relationship management model in the hospital. Methods: The study is an applied research performed in 2 phases of 1) texts investigation and 2) the experts' opinions to achieve consensus. Data were analyzed using SPSS 18 software along with descriptive statistics. Results: The designed model included areas of ...

Customer Relationship Management : Evaluating customer Relationship Management:case Lennol Oy

OpenAIRE

Ndila Mutua, Esther

2011-01-01

The objective of this thesis was to study the CRM of the Lennol Company which is a linen company situated in Finland, Jalasjärvi. The Company wanted to know if their CRM is effective and how they can make it more profitable for the company. The theoretical framework is constructed using materials on theories on Customer Relationship Management. This part consists of characteristics of effective CRM and benefit of CRM. The author also mentions the reasons for failure of CRM and also how busine...

Perancangan Model Basis Data Sistem Operasional Berbasiskan Customer Relationship Management

Directory of Open Access Journals (Sweden)

Tanty Oktavia

2013-12-01

Full Text Available Data is a very important asset for a company since it describes the company’s running processes. Database as a part of the information system components provides a big influence in helping data integration in a company. Therefore, we need a system which can facilitate the availability of data to be processed and used as needed, This study takes a company engaged in the sale of bike and spare parts, namely PT TDI, as the object of the study. At this time, PT TDI uses an integrated system in helping the company's operations. Along with thevision and mission, PT TDI intends to build a new operating system by applying the concept of Customer Relationship Management (CRM which is believed to assist the company in maintaining relationships with customers using web-based platform. It aims to facilitate interaction with customers so that it can be done anytime and anywhere. This study implements the database design life cycle adjusted to the component aspects of CRM. The result achieved is a model that combines database CRM systems that can help companies improve relationships with customers.

Customer Relationship Management Approach and Student Satisfaction in Higher Education Marketing

Directory of Open Access Journals (Sweden)

Ogunnaike Olaleke Oluseye

2014-09-01

Full Text Available The primary objective of the article was to determine the relationship between customer relationship management and student satisfaction. The study explored the ways in which student satisfaction can be achieved with the use of customer relationship management. Both descriptive and inferential statistics were employed in this research. The following hypotheses were formulated in this study: Student Lifecycle management has a significant impact on the student’s willingness to recommend to others, Parent relationship management has a positive impact on the students’ willingness to recommend their universities to others. A multiple regression analysis was employed in the hypothesis testing. The research findings showed that student’s willingness to recommend to others increases when the student lifecycle in the university is well managed. It was also discovered that strong parent relationship management at the University enhances the student’s willingness to recommend their Universities to others. It is therefore recommended that Universities should adopt effective customer relationship management strategies to achieve student satisfaction.

Citizen Relationship Management System Users’ Contact Channel Choices: Digital Approach or Call Approach?

Directory of Open Access Journals (Sweden)

Wei-Ning Wu

2017-01-01

Full Text Available Many municipal governments adopted 311 decades ago and have advocated access equality in citizens’ use of 311. However, the role of citizens in the development and usage of 311 remains limited. Channel choices have been discussed in various types of governmental information and communication technologies (ICTs, especially when the innovative technology has just been adopted. Much has supported the idea that 311 is viewed as a method of digital civic engagement that many municipal governments adopt to maintain citizen relationship management and the capacity for government service delivery. However, we are still unclear about how citizens use it. This study applies the theory of channel expansion to examine how San Francisco residents use the 311 system, and how citizens’ technology experiences impact their 311 digital contact channel choices rather than the 311 hotline contact channel choice. In addition, we discuss major issues in citizens’ 311 contact choices, so that 311 municipal governments may draw lessons from the San Francisco experience.

OCRWM Systems Engineering Management Plan (SEMP)

International Nuclear Information System (INIS)

1994-06-01

The Office of Civilian Radioactive Waste Management Systems Engineering Management Plan (OCRWM SEMP) specifies the technical management approach for the development of the waste management system, and specifies the approach for the development of each of the system elements -- the waste acceptance system, the transportation system, the Monitored Retrievable Storage (MRS) facility, and the mined geologic disposal system, which includes site characterization activity. The SEMP also delineates how systems engineering will be used by OCRWM to describe the system development process; it identifies responsibilities for its implementation, and specifies the minimum requirements for systems engineering. It also identifies the close interrelationship of system engineering and licensing processes. This SEMP, which is a combined OCRWM and M ampersand O SEMP, is part of the top-level program documentation and is prepared in accordance with the direction provided in the Program Management System Manual (PMSM). The relationship of this document to other top level documents in the CRWMS document hierarchy is defined in the PMSM. A systems engineering management plan for each project, which specifies the actions to be taken in implementing systems engineering at the project level, shall be prepared by the respective project managers. [''Program'' refers to the CRWMS-wide activity and ''project'' refers to that level responsible for accomplishing the specific activities of that segment of the program.] The requirements for the project level SEMPs are addressed in Section 4.2.2.2. They represent the minimum set of requirements, and do not preclude the broadening of systems engineering activities to meet the specific needs of each project

Modeling Relationships Between Flight Crew Demographics and Perceptions of Interval Management

Science.gov (United States)

Remy, Benjamin; Wilson, Sara R.

2016-01-01

The Interval Management Alternative Clearances (IMAC) human-in-the-loop simulation experiment was conducted to assess interval management system performance and participants' acceptability and workload while performing three interval management clearance types. Twenty-four subject pilots and eight subject controllers flew ten high-density arrival scenarios into Denver International Airport during two weeks of data collection. This analysis examined the possible relationships between subject pilot demographics on reported perceptions of interval management in IMAC. Multiple linear regression models were created with a new software tool to predict subject pilot questionnaire item responses from demographic information. General patterns were noted across models that may indicate flight crew demographics influence perceptions of interval management.

CUSTOMER RELATIONSHIP MANAGEMENT: CONCEPT AND IMPORTANCE FOR BANKING SECTOR

Directory of Open Access Journals (Sweden)

Marko Laketa

2015-12-01

Full Text Available Customer Relationship Management concept is tendency of banking sector to establish and maintain long-term relationships with customers in order to provide value for customers and banks. This concept allows bank to identify, segment, communicate and build long-term relationships with customers on individual basis. In today's business environment, banks have aim to identify customers and to adjust offer to meet customer`s needs, in order to maximize profits. Using modern technologies, Customer Relationship Management is becoming a method to maintain existing structure and development of high quality customer base. It involves development of marketing strategy through a better understanding of the entire customer base, understanding needs and attitudes of customers, as well as more efficient consideration of profitability and added value that each customer have for the bank. The aim of research, presented in this paper, is to assess to benefits of introducing Customer Relationship Management concept in banking sector, by defining strategies, adjustment of organizational structure, culture and internal processes with help of modern technology. The paper presents methods of measuring success of Customer Relationship Management concept and problems which banks have when implementing a new business philosophy.

AN INVESTIGATION ON THE CUSTOMER RELATIONSHIP MANAGEMENT IN FURNITURE STORES

Directory of Open Access Journals (Sweden)

İlker Akyüz

2004-11-01

Full Text Available The most valuable thing for corporations is customers in today’s competitive environment. The evaluation obtained with suitable methodology is important vitally in the success of customer relationship management systems applied for the continuous customer satisfaction and devotion. Continuous customer satisfaction, development of communication skills with customers, caring with customers’ desires and compliments before and after sale just in sale time, development of the quality of services being offered to the customers is dependent on the determining customer problems closely and giving customer focused services. In this study, it was tried to reveal the customer relationship management, communication with customer, customer focused sale offered before, after and just in sale time in some furniture stores located in Trabzon. It was found that the furniture stores in Trabzon have been generally trying to give customer focused sale services

Architecture for Customer Relationship Management Approaches in Financial Services

OpenAIRE

Geib, Malte; Reichold, Annette; Kolbe, Lutz; Brenner, Walter

2005-01-01

The majority of financial services companies in Germany and Switzerland have, with varying success, conducted customer relationship management (CRM) implementation projects. Nonetheless, the implementation of a specific CRM strategy that is aligned with company profitability and uses integrated information systems for performance measurement as well as for the control of marketing, sales, and service processes has been realized in very few companies.In this paper we present a framework for th...

The Evolution of Relationship Marketing (RM Towards Customer Relationship Management (CRM: A Step towards Company Sustainability

Directory of Open Access Journals (Sweden)

Samsudin Wahab

2011-01-01

Full Text Available This paper provides an overview of relationship marketing (RM and how it evolves to customer relationship management (CRM. Since marketing continuum is the basic concept for relationship marketing it is apt that marketing continuum is explained first. The reviewed literature than discussed the evolution of marketing from the four P’s principle towards more challenge structure combining environment factors and global market scenario ending with customer relationship management philosophy. This paper developed from the rational theories that are very relevant for the practitioners’ who are alert to the environmental changes. This paper ends with more applicable of customer relationship management concepts that are most recent tools to be considered for company growth and sustainability in the millennium age.

Ecological relationship analysis of the urban metabolic system of Beijing, China

International Nuclear Information System (INIS)

Li Shengsheng; Zhang Yan; Yang Zhifeng; Liu Hong; Zhang Jinyun

2012-01-01

Cities can be modelled as giant organisms, with their own metabolic processes, and can therefore be studied using the same tools used for biological metabolic systems. The complicated distribution of compartments within these systems and the functional relationships among them define the system's network structure. Taking Beijing as an example, we divided the city's internal system into metabolic compartments, then used ecological network analysis to calculate a comprehensive utility matrix for the flows between compartments within Beijing's metabolic system from 1998 to 2007 and to identify the corresponding functional relationships among the system's compartments. Our results show how ecological network analysis, utility analysis, and relationship analysis can be used to discover the implied ecological relationships within a metabolic system, thereby providing insights into the system's internal metabolic processes. Such analyses provide scientific support for urban ecological management. - Highlights: ► Urban metabolic processes can be analyzed by treating cities as superorganisms. ► We developed an ecological network model for an urban system. ► We studied the system's network relationships using ecological network analysis. ► We developed indices for judging the system's synergism and degree of stability. - Using Beijing as an example of an urban superorganism, we used ecological network analysis to describe the ecological relationships among the urban metabolic system's compartments.

Corporate Relationship Management as a Driver of Socially Responsible Behavior

OpenAIRE

Juul Andersen, Torben

2011-01-01

How was CSR effectuated by Scandinavian management; does CSR make a difference/corporate relationship management drove CSR, as corporations grow and internationalize the need for CSR increases, there has been a shift towards in CSR requirements over the past decade/CSR can extend the scope of corporate risk management, corporate relationship management is good risk management, CSR can pay off in the long run.

Construction of Network Management Information System of Agricultural Products Supply Chain Based on 3PLs

Institute of Scientific and Technical Information of China (English)

2010-01-01

The necessity to construct the network management information system of 3PLs agricultural supply chain is analyzed,showing that 3PLs can improve the overall competitive advantage of agricultural supply chain.3PLs changes the homogeneity management into specialized management of logistics service and achieves the alliance of the subjects at different nodes of agricultural products supply chain.Network management information system structure of agricultural products supply chain based on 3PLs is constructed,including the four layers (the network communication layer,the hardware and software environment layer,the database layer,and the application layer) and 7 function modules (centralized control,transportation process management,material and vehicle scheduling,customer relationship,storage management,customer inquiry,and financial management).Framework for the network management information system of agricultural products supply chain based on 3PLs is put forward.The management of 3PLs mainly includes purchasing management,supplier relationship management,planning management,customer relationship management,storage management and distribution management.Thus,a management system of internal and external integrated agricultural enterprises is obtained.The network management information system of agricultural products supply chain based on 3PLs has realized the effective sharing of enterprise information of agricultural products supply chain at different nodes,establishing a long-term partnership revolving around the 3PLs core enterprise,as well as a supply chain with stable relationship based on the supply chain network system,so as to improve the circulation efficiency of agricultural products,and to explore the sales market for agricultural products.

Tank waste remediation system risk management plan

International Nuclear Information System (INIS)

Zimmerman, B.D.

1998-01-01

The purpose of the Tank Waste Remediation System (TWRS) Risk Management Plan is to describe a consistent approach to risk management such that TWRS Project risks are identified and managed to achieve TWRS Project success. The Risk Management Plan implements the requirements of the Tank Waste Remediation System Systems Engineering Management Plan in the area of risk management. Figure ES-1 shows the relationship of the TWRS Risk Management Plan to other major TWRS Project documents. As the figure indicates, the Risk Management Plan is a tool used to develop and control TWRS Project work. It provides guidance on how TWRS Project risks will be assessed, analyzed, and handled, and it specifies format and content for the risk management lists, which are a primary product of the risk management process. In many instances, the Risk Management Plan references the TWRS Risk Management Procedure, which provides more detailed discussion of many risk management activities. The TWRS Risk Management Plan describes an ongoing program within the TWRS Project. The Risk Management Plan also provides guidance in support of the TWRS Readiness To-Proceed (RTP) assessment package

YOUNG ADULT DATING RELATIONSHIPS AND THE MANAGEMENT OF SEXUAL RISK.

Science.gov (United States)

Manning, Wendy D; Giordano, Peggy C; Longmore, Monica A; Flanigan, Christine M

2012-04-01

Young adult involvement in sexual behavior typically occurs within a relationship context, but we know little about the ways in which specific features of romantic relationships influence sexual decision-making. Prior work on sexual risk taking focuses attention on health issues rather than relationship dynamics. We draw on data from the Toledo Adolescent Relationships Study (TARS) (n = 475) to examine the association between qualities and dynamics of current/most recent romantic relationships such as communication and emotional processes, conflict, demographic asymmetries, and duration and the management of sexual risk. We conceptualize 'risk management' as encompassing multiple domains, including (1) questioning the partner about previous sexual behaviors/risks, (2) using condoms consistently, and (3) maintaining sexual exclusivity within the relationship. We identify distinct patterns of risk management among dating young adults and find that specific qualities and dynamics of these relationships are linked to variations in risk management. Results from this paper suggest the need to consider relational dynamics in efforts to target and influence young adult sexual risk-taking and reduce STIs, including HIV.

Application of BIM technology in green building material management system

Science.gov (United States)

Zhineng, Tong

2018-06-01

The current green building materials management system in China's construction industry is not perfect, and there are still many shortcomings. Active construction of green building materials management system based on BIM technology, combined with the characteristics of green building materials and its relationship with BIM technology application, is urgently needed to better realize the scientific management of green building materials.

Team Risk Management: A New Model for Customer-Supplier Relationships

Science.gov (United States)

1994-07-01

Management : A New Model for Customer - Supplier Relationships Ronald P. Higuera "Audrey J. Dorofee Julie A. Walker Ray C. Williams July 1994 ""•// 94...N/A N/A N/A 11. TITLE (Include Secuity Claaaificatioa) Team Risk Management : A New Model for Customer -Supplier Relationships 12. PERSONAL AUTHOR(S...by block number) FIELD GROUP SUB. GR. Customer - Supplier Relationships Risk Team Risk Management 19. ABSTRACT (cominus on = if necesaryd id’y by block

The Use of Management Control Systems and Operations Management Techniques

Directory of Open Access Journals (Sweden)

Edelcio Koitiro Nisiyama

2016-01-01

Full Text Available It is well known that both management control systems (MCSs and operations management (OM are related to firm performance; however, an integrated st udy that involves MCS and OM within the context of firm performance is still lacking. This research aimed to examine the relationships among the use of MCSs and OM techniques and firm performance in the Brazilian auto parts industry. Simons’ levers of cont rol framework was used to characterise the uses of MCSs, and OM techniques, such as total quality management (TQM and continuous improvement programmes, were adopted. The results obtained through the structural equation modelling indicated that the diagno stic use of MCSs is positively associated with the goals of cost reduction. In addition, the interactive use of MCSs is positively associated with the objectives of introducing new products, which is consistent with previous research. Additionally, OM tech niques are positively related to cost reduction but have no direct relationship with the introduction of new products.

Studying the electronic customer relationship management and its ...

African Journals Online (AJOL)

Studying the electronic customer relationship management and its effect on bank quality outcomes. ... Journal of Fundamental and Applied Sciences ... Keywords: Electronic Banking, Service Quality, Customer Satisfaction, Management of

Customer Relationship Management : Strategy Process Evaluation

OpenAIRE

Din, Fazal

2014-01-01

Before the advent of globalization the mantra of "Customer is King", was preached by large organizations. With the development of technology and the business environment, multinationals better understand the importance of customer retention and customer loyalty. Customer loyalty, attained by sustainable customer relationship, is the focus of most of the companies around the world. For any large organization customer relationship management, under the umbrella of business vision, mission and o...

Telework and the Manager Employee Relationship

Science.gov (United States)

2017-04-06

comparative research method , this paper examines the impact that telework can have on relationships and makes some suggestions on how to improve telework... qualitative strategy that uses causal-comparative research to explore the impact that telework has on the manager-employee relationship. Research ...intended to answer this paper’s specific research question. Therefore, it is possible that either the wrong types of studies were selected or that their

Learning Management Systems: Are They Knowledge Management Tools?

Directory of Open Access Journals (Sweden)

Bayan Aref Abu Shawar

2010-03-01

Full Text Available The new adventure of online world has helped to improve many domains and sectors. Knowledge management era which originally related to business sector is now required in industry, health, or any institute that needs to manage its knowledge. Education is no exception! The advancement in computers speed and memory, and the growth of Internet usage are behind the inspiration of e-learning approach. In which the computer is used as a medium to deliver and share educational materials and knowledge instead of face-to-face tutoring. This makes education available to any one, any place, and any time as learner need. This paper presents the relationship between knowledge management and learning management system (LMS that is used in e-learning paradigms. A detailed description of the LMS used at Arab Open University (AOU is included in this paper. We claim that the LMS used at AOU can be considered as a knowledge management tool.

CUSTOMER RELATIONSHIP MANAGEMENT : case study Coca-Cola Company

OpenAIRE

Ling, Xiaojing

2017-01-01

The Coca-Cola Company is an American multinational beverage corporation, a manufacturer, retailer and marketer of non-alcoholic beverage concentrates and syrups with its headquarter in Atlanta, Georgia. This thesis is aimed to affirm the superiority of the Coca-Cola Company and to find out its shortcomings in managing customer relationships based on studying the customer relationship management strategy for Coca-Cola Company and discussing the comparison between Coca-Cola and Pepsi Cola, then...

Risk-return relationship in a complex adaptive system.

Directory of Open Access Journals (Sweden)

Kunyu Song

Full Text Available For survival and development, autonomous agents in complex adaptive systems involving the human society must compete against or collaborate with others for sharing limited resources or wealth, by using different methods. One method is to invest, in order to obtain payoffs with risk. It is a common belief that investments with a positive risk-return relationship (namely, high risk high return and vice versa are dominant over those with a negative risk-return relationship (i.e., high risk low return and vice versa in the human society; the belief has a notable impact on daily investing activities of investors. Here we investigate the risk-return relationship in a model complex adaptive system, in order to study the effect of both market efficiency and closeness that exist in the human society and play an important role in helping to establish traditional finance/economics theories. We conduct a series of computer-aided human experiments, and also perform agent-based simulations and theoretical analysis to confirm the experimental observations and reveal the underlying mechanism. We report that investments with a negative risk-return relationship have dominance over those with a positive risk-return relationship instead in such a complex adaptive systems. We formulate the dynamical process for the system's evolution, which helps to discover the different role of identical and heterogeneous preferences. This work might be valuable not only to complexity science, but also to finance and economics, to management and social science, and to physics.

Risk-return relationship in a complex adaptive system.

Science.gov (United States)

Song, Kunyu; An, Kenan; Yang, Guang; Huang, Jiping

2012-01-01

For survival and development, autonomous agents in complex adaptive systems involving the human society must compete against or collaborate with others for sharing limited resources or wealth, by using different methods. One method is to invest, in order to obtain payoffs with risk. It is a common belief that investments with a positive risk-return relationship (namely, high risk high return and vice versa) are dominant over those with a negative risk-return relationship (i.e., high risk low return and vice versa) in the human society; the belief has a notable impact on daily investing activities of investors. Here we investigate the risk-return relationship in a model complex adaptive system, in order to study the effect of both market efficiency and closeness that exist in the human society and play an important role in helping to establish traditional finance/economics theories. We conduct a series of computer-aided human experiments, and also perform agent-based simulations and theoretical analysis to confirm the experimental observations and reveal the underlying mechanism. We report that investments with a negative risk-return relationship have dominance over those with a positive risk-return relationship instead in such a complex adaptive systems. We formulate the dynamical process for the system's evolution, which helps to discover the different role of identical and heterogeneous preferences. This work might be valuable not only to complexity science, but also to finance and economics, to management and social science, and to physics.

Mobile Customer Relationship Management and Mobile Security

Science.gov (United States)

Sanayei, Ali; Mirzaei, Abas

The purpose of this study is twofold. First, in order to guarantee a coherent discussion about mobile customer relationship management (mCRM), this paper presents a conceptualization of mCRM delineating its unique characteristics because of Among the variety of mobile services, considerable attention has been devoted to mobile marketing and in particular to mobile customer relationship management services. Second, the authors discusses the security risks in mobile computing in different level(user, mobile device, wireless network,...) and finally we focus on enterprise mobile security and it's subgroups with a series of suggestion and solution for improve mobile computing security.

Qualitative development of eLearning environments through a learner relationship management methodology

Directory of Open Access Journals (Sweden)

Fattaneh Taghiyareh

2013-03-01

Full Text Available Due to paramount importance of knowledge, life-long learning, globalization, and mobility; eLearning as an information technology application has faced rapid growth in recent years. Disseminated war for talent enforces providers of eLearning products to identify technological gaps of learning and provide personalized services for customers of this industry. As we may know, designing customer-centered environments and managing end-user relations are the most effective elements in the market gain, due to the importance of customer satisfaction. The special features of eLearning systems with respect to their centers and users make them appropriate realms for applying a Customer Relationship Management (CRM methodology. Learner Relationship Management (LRM, which is more specialized than CRM in eLearning context, plays a significant role in improving quality of services, enhancing learners’ satisfaction and retention, keeping them, and recruitment new users. LRM provides an integrated infrastructure for eLearning systems and helps them to analyse learners’ capabilities and find the best match to overcome the turbulent environment and tight competition. Also, by improving the service quality and enhancing teaching and learning flows, LRM offers personalized instructions to learners.

The influence of enterprise resource planning (ERP) systems' performance on earnings management

Science.gov (United States)

Tsai, Wen-Hsien; Lee, Kuen-Chang; Liu, Jau-Yang; Lin, Sin-Jin; Chou, Yu-Wei

2012-11-01

We analyse whether there is a linkage between performance measures of enterprise resource planning (ERP) systems and earnings management. We find that earnings management decreases with the higher performance of ERP systems. The empirical result is as expected. We further analyse how the dimension of the DeLone and McLean model of information systems success affects earnings management. We find that the relationship between the performance of ERP systems and earnings management depends on System Quality after ERP implementation. The more System Quality improves, the more earnings management is reduced.

Management accounting and its place in the accounting system

Directory of Open Access Journals (Sweden)

Aneliya Galinova

2017-05-01

Full Text Available Management accounting was established as a new direction in accounting from the 50-ies of the XX century. However, it is still debatable as to its nature, content and the place it occupies in the accounting system. The reason for this is that different authors interpreting different way of the term "management accounting". Namely the connection accounting - management creates differences in interpretation. A significant part of the authors emphasize the concept of accounting, others focus on management and the third part of it as a autonomous system. In this article we aim to establish a relationship of management accounting with other types of accountings and his place in the system of accounting.

Does Corporate Governance Impact Risk Management System?

Directory of Open Access Journals (Sweden)

Petre BREZEANU

2011-04-01

Full Text Available This paper brings forth the contribution of corporate governance to risk management system at the enterprise level. The research is a complex one, integrating both quantitative and qualitative information. The quantitative information consists of balance sheet and profit and loss account data while the qualitative one includes dummy variables reflecting the agency and monitoring costs which govern the relationship between managers and shareholders.

Penerapan Konsep Customer Relationship Management (Crm) Pada Sistem Informasi Penyewaan Lapangan Futsal Di Swadaya Futsal Palembang

OpenAIRE

Novianti, Hardini; Meiriza, Allsela; Izmy, Nurul

2016-01-01

Swadaya Futsal Palembang is a rental futsal court services company. Therefore, in order Swadaya Futsal Palembang to continue compete then applied the concept of Customer Relationship Management information systems leasing futsal field to establish a relationship with the customer. System development methods in this study using the FAST (Framework for the Application of Systems Techniques), while the programming language used PHP and MySQL as the database. The result of applying of Customer Re...

[How management teams use information and control systems to manage hospitals].

Science.gov (United States)

Naranjo-Gil, David

2016-01-01

To analyze the relationship between the characteristics of top management teams and the different use of management information and control systems (MICS) to implement policies that encourage cooperation and activity coordination in public hospitals. Data were collected through a questionnaire sent to each member of the top management teams of 231 Spanish public hospitals (chief executive director, medical director, nursing director and director for financial and social issues). A total of 457 valid questionnaires were returned, composing 86 full top management teams (37.23%). Top management team diversity was positively related to the interactive use of MICS. Management teams composed of younger members and members with longer service used MICS interactively. Top management teams with a predominantly clinical education and experience used MICS interactively, while top teams with a predominantly administrative education and experience used MICS diagnostically. The results also showed that cooperation and coordination in hospitals were positively related to the interactive use of MICS and were negatively related to the diagnostic use of MICS. The interactive use of MICS is an important mediator in the relationship between top team diversity and policies focused on hospital decentralization. Top management teams with diverse characteristics (e.g. age, length of service, education and experience) use management information interactively to enhance activity coordination and resource allocation in hospitals. Copyright © 2016 SESPAS. Published by Elsevier Espana. All rights reserved.

An Integrated Knowledge Management System

Directory of Open Access Journals (Sweden)

Vasile Mazilescu

2014-11-01

Full Text Available The aim of this paper is to present a Knowledge Management System based on Fuzzy Logic (FLKMS, a real-time expert system to meet the challenges of the dynamic environment. The main feature of our integrated shell FLKMS is that it models and integrates the temporal relationships between the dynamic of the evolution of an economic process with some fuzzy inferential methods, using a knowledge model for control, embedded within the expert system’s operational knowledge base.

PERANCANGAN APLIKASI POINT OF SALES BERBASISKAN CUSTOMER RELATIONSHIP MANAGEMENT PADA TOKO BUKU NOTRE-DAME

Directory of Open Access Journals (Sweden)

Gintoro Gintoro

2008-05-01

Full Text Available Notre-Dame Bookshop is a company which growth is quite fast. For only 2 years, this bookshop hasopened 2 new branches. Unfortunately, this growth was not followed up by the development of company onsales system and shop marketing. Therefore, this research was conducted to facilitate all transaction in pointof sales from Notre-Dame Bookshop, and also to implement Customer Relationship Management (CRMapplication in it. Research method used was a direct survey in field, a library study, an interview, aquestionaire, and a design method. The benefit of creating this application is to provide some solutions forproblem faced by Notre-Dame Bookshop, such as an easier recording of transaction, a more orderly andimposible to be lost managing of customers’ data, and a more practical and detailed reporting. Theconclusion got is with the existence of Customer Relationship Management (CRM aplication integrated withpoint of sales, Notre-Dame Bookshop will be able to increase service to the customers by providing a fastand clear information, managing customers and company campaigne better, and obtaining details oftransaction faster and easier. Thus, the Notre-Dame Bookshop can be more sustained in creating their visionand mission.Keywords: point of sales, customer relationship management, company campaign

Management Control in Enterprise System Enabled Organizations: A Literature Review

DEFF Research Database (Denmark)

Rikhardsson, Pall M.; Rohde, C.; Rom, A.

2006-01-01

The objective of this paper is to add to the limited body of knowledge on the relationship between enterprise systems (ES) and management control. Based on a literature review, we describe and classify studies that empirically address this relationship. Apart from not being extensive, the research...... done so far primarily addresses the relationship between management control and ES based on a limited number of methodologies and approaches. We argue that there seems to be a need for more research done from functionalistic and critical perspectives, as well which employs a greater variety...

Relationship between leadership styles of Nurese managers and ...

African Journals Online (AJOL)

BACKGROUND: Leadership style of nurse managers plays a significant role in nurses' job satisfaction. However, there is limited literature in areas related to nurses' manager leadership style. The objective of this research was thus to investigate the relationship between leadership style of nurse managers and nurses' job ...

Theoretical concepts "land management process", "land management procedure" and their relationships

Directory of Open Access Journals (Sweden)

Tretiak A.M.

2017-08-01

Full Text Available The state significance of land management activities is manifested in those legal consequences that arise after the issuance of land management documentation and are conditioned by the need to secure unsupported land rights and the use and protection of land in a state-guaranteed manner. The procedural activity of land surveyors and other persons authorized by the state to commit land management operations must be carried out in a certain order established by the state and obey the rights and obligations of the persons specified by the legislation at each stage of the development of such relations.The main goal of applying to land management organizations and land surveyors is landuse documentation, which is made in accordance with the requirements of the law and with which the relevant legal properties of the land management procedure are associated. First of all, let's dwell on such basic concepts as "land management process" and "land management procedure". Consideration of the term "land management process" implies a preliminary analysis of the category "process". At the same time, it must be admitted that the development of the procedural form of this category has not been paid attention. Considering the concept of "land management process", its place and role in the system of social relations, emphasis will be placed on the concept of a broad understanding of the legal process, the problem of which exists for decades.Thus, the legal process is a regulated by the procedural rules procedure for the activities of competent state bodies, consisting of the preparation, adoption and documentary consolidation of legal decisions of a general and individual nature. In the land law, the category "process" is specific and serves to designate relationships that provide regulatory and security land-property relationships. Particularly difficult today is the question of the delimitation of the concepts of "process" and "procedure" in general. Regarding

Problem-solving tools for analyzing system problems. The affinity map and the relationship diagram.

Science.gov (United States)

Lepley, C J

1998-12-01

The author describes how to use two management tools, an affinity map and a relationship diagram, to define and analyze aspects of a complex problem in a system. The affinity map identifies the key influencing elements of the problem, whereas the relationship diagram helps to identify the area that is the most important element of the issue. Managers can use the tools to draw a map of problem drivers, graphically display the drivers in a diagram, and use the diagram to develop a cause-and-effect relationship.

The relationship between social capital and quality management systems in European hospitals: a quantitative study.

Science.gov (United States)

Hammer, Antje; Arah, Onyebuchi A; Dersarkissian, Maral; Thompson, Caroline A; Mannion, Russell; Wagner, Cordula; Ommen, Oliver; Sunol, Rosa; Pfaff, Holger

2013-01-01

Strategic leadership is an important organizational capability and is essential for quality improvement in hospital settings. Furthermore, the quality of leadership depends crucially on a common set of shared values and mutual trust between hospital management board members. According to the concept of social capital, these are essential requirements for successful cooperation and coordination within groups. We assume that social capital within hospital management boards is an important factor in the development of effective organizational systems for overseeing health care quality. We hypothesized that the degree of social capital within the hospital management board is associated with the effectiveness and maturity of the quality management system in European hospitals. We used a mixed-method approach to data collection and measurement in 188 hospitals in 7 European countries. For this analysis, we used responses from hospital managers. To test our hypothesis, we conducted a multilevel linear regression analysis of the association between social capital and the quality management system score at the hospital level, controlling for hospital ownership, teaching status, number of beds, number of board members, organizational culture, and country clustering. The average social capital score within a hospital management board was 3.3 (standard deviation: 0.5; range: 1-4) and the average hospital score for the quality management index was 19.2 (standard deviation: 4.5; range: 0-27). Higher social capital was associated with higher quality management system scores (regression coefficient: 1.41; standard error: 0.64, p=0.029). The results suggest that a higher degree of social capital exists in hospitals that exhibit higher maturity in their quality management systems. Although uncontrolled confounding and reverse causation cannot be completely ruled out, our new findings, along with the results of previous research, could have important implications for the work of

A study on relationship between earnings management and operating cash flows management: Evidence from Tehran Stock Exchange

Directory of Open Access Journals (Sweden)

Bahman Banimahd

2013-06-01

Full Text Available This study investigates the impact of earnings management on operating cash flows management over the period 2004-2011 using the information of 119 firms listed on the Tehran Stock Exchange. Results indicate that there is a meaningful relationship between earnings management and operating cash flows management. In other words, earnings management creates and shapes operating cash flows management. In addition, after controlling for the loss reporting, firm size and firm's financial risk, the results show that there was a relationship between loss reporting and firm size with the cash flows management. When firms report loss, then operating cash flows increases. Finally, operating cash flows decreases when firm size increases. However, our survey does not provide any evidence to believe there is any relationship between financial risk and cash flows management.

YOUNG ADULT DATING RELATIONSHIPS AND THE MANAGEMENT OF SEXUAL RISK

Science.gov (United States)

Manning, Wendy D.; Giordano, Peggy C.; Longmore, Monica A.; Flanigan, Christine M.

2012-01-01

Young adult involvement in sexual behavior typically occurs within a relationship context, but we know little about the ways in which specific features of romantic relationships influence sexual decision-making. Prior work on sexual risk taking focuses attention on health issues rather than relationship dynamics. We draw on data from the Toledo Adolescent Relationships Study (TARS) (n = 475) to examine the association between qualities and dynamics of current/most recent romantic relationships such as communication and emotional processes, conflict, demographic asymmetries, and duration and the management of sexual risk. We conceptualize ‘risk management’ as encompassing multiple domains, including (1) questioning the partner about previous sexual behaviors/risks, (2) using condoms consistently, and (3) maintaining sexual exclusivity within the relationship. We identify distinct patterns of risk management among dating young adults and find that specific qualities and dynamics of these relationships are linked to variations in risk management. Results from this paper suggest the need to consider relational dynamics in efforts to target and influence young adult sexual risk-taking and reduce STIs, including HIV. PMID:23805015

Bank Customers Management System

Directory of Open Access Journals (Sweden)

Ebubeogu Amarachukwu Felix

2015-08-01

Full Text Available ABSTRACT The purpose of this project is in partial fulfilment of the requirements of Bachelor of Science Hon in Information Technology. The Design and development of this Bank customers Management system provides a more secured approach in managing bank customers information which strengthens the relationships between banks and their customers by providing the right solutions that uses a multi-level security to improve customer satisfaction. The technology used in developing this project is ASP.NET and the programming language used to develop this project is C and the IDE used is Microsoft Visual Studio 2013 professional in designing the front end while the back end uses Microsoft SQL Server 2012.

Advanced chemistry management system for nuclear power plants

International Nuclear Information System (INIS)

Maeda, Katsuji; Kobayashi, Yasuhiro; Nagasawa, Katsumi

2000-01-01

Chemistry control in a boiling water reactor (BWR) plant has a close relationship with radiation field buildup, fuel reliability, integrity of plant components and materials, performance of the water treatment systems and radioactive waste generation. Chemistry management in BWR plants has become more important in order to maintain and enhance plant reliability. Adequate chemistry control and management are also essential to establish, maintain, and enhance plant availability. For these reasons, we have developed the advanced chemistry management system for nuclear power plants in order to effectively collect and evaluate a large number of plant operating and chemistry data. (author)

Insertion algorithms for network model database management systems

Science.gov (United States)

Mamadolimov, Abdurashid; Khikmat, Saburov

2017-12-01

The network model is a database model conceived as a flexible way of representing objects and their relationships. Its distinguishing feature is that the schema, viewed as a graph in which object types are nodes and relationship types are arcs, forms partial order. When a database is large and a query comparison is expensive then the efficiency requirement of managing algorithms is minimizing the number of query comparisons. We consider updating operation for network model database management systems. We develop a new sequantial algorithm for updating operation. Also we suggest a distributed version of the algorithm.

DESIGNING A MODEL OF CUSTOMER RELATIONSHIP MANAGEMENT FOR A MOBILE PHONE COMPANY

Directory of Open Access Journals (Sweden)

BRUTU MĂDĂLINA

2015-07-01

Full Text Available Customer relationship management refers to establishing, maintaining, developing and optimizing the relations between an organization and its customers and focuses on understanding and meeting its customers’ wishes and demands, the core items of the business strategy of any performant company. This paper aims at designing and testing a model of customer relationship management applicable within a mobile phone company. Starting from this purpose, the main objectives of the research were: presenting the concept of customer relationship management; the importance of companies’ orientation to the market; identifying a model of customer relationship management and, not least, analyzing the efficiency of this model. The results lead to the conclusion that the model of customer relationship management is extremely effective in the mobile phone industry, bringing significant profits.

Customer Relationship Management in scientific and research institutions

Directory of Open Access Journals (Sweden)

Jaromir Matulewicz

2013-12-01

Full Text Available Basing on the example of a scientific institute, this article shows: – potential areas in which CRM philosophy, procedures and tools could be applied – purpose of applying CRM – outcomes to expect from CRM application The article shows the Customer Relationship Management idea exclusively, along with areas of its use in scientific and research institutions and also a proposal to determine a group of clients for these institutions. The summary of the article consists of information regarding sources of knowledge about CRM philosophy and procedures (mainly bibliographical and also about IT systems which support CRM.

A Look At The Upper Level Planning System And Its Management Through Disaster Management In Turkey

OpenAIRE

Kanlı, İ. Bakır

2003-01-01

In this study the planning and management systems in our country have been examined in the scope of disaster management and in a trio system relationship. The systems’ points of handicap have been established in the frame of reason-result and suggestions have been made regarding the reconstruction of the system. It is very important that the planning system work efficiently in a hierarchical structure to reduce the effects of disasters. Our cities will be much healthier and safer places when ...

Automated concept and relationship extraction for the semi-automated ontology management (SEAM) system.

Science.gov (United States)

Doing-Harris, Kristina; Livnat, Yarden; Meystre, Stephane

2015-01-01

We develop medical-specialty specific ontologies that contain the settled science and common term usage. We leverage current practices in information and relationship extraction to streamline the ontology development process. Our system combines different text types with information and relationship extraction techniques in a low overhead modifiable system. Our SEmi-Automated ontology Maintenance (SEAM) system features a natural language processing pipeline for information extraction. Synonym and hierarchical groups are identified using corpus-based semantics and lexico-syntactic patterns. The semantic vectors we use are term frequency by inverse document frequency and context vectors. Clinical documents contain the terms we want in an ontology. They also contain idiosyncratic usage and are unlikely to contain the linguistic constructs associated with synonym and hierarchy identification. By including both clinical and biomedical texts, SEAM can recommend terms from those appearing in both document types. The set of recommended terms is then used to filter the synonyms and hierarchical relationships extracted from the biomedical corpus. We demonstrate the generality of the system across three use cases: ontologies for acute changes in mental status, Medically Unexplained Syndromes, and echocardiogram summary statements. Across the three uses cases, we held the number of recommended terms relatively constant by changing SEAM's parameters. Experts seem to find more than 300 recommended terms to be overwhelming. The approval rate of recommended terms increased as the number and specificity of clinical documents in the corpus increased. It was 60% when there were 199 clinical documents that were not specific to the ontology domain and 90% when there were 2879 documents very specific to the target domain. We found that fewer than 100 recommended synonym groups were also preferred. Approval rates for synonym recommendations remained low varying from 43% to 25% as the

Analisis & Perumusan Fitur Aplikasi Sms-marketing Berdasarkan Customer Relationship Management Model

OpenAIRE

Wijaya, Sidiq Wahyu Surya; Laksito, Arif Dwi

2015-01-01

The growth of Micro, Small and Medium Enterprises (UMKM) in Indonesia is very rapid. However, in terms of Customer Relationship Management, it is still few of UMKM which actually implement it. In fact, it can ensure that all customers have/use a mobile phone, either a normal mobile phone or smartphone, which should be used for the purposes of customer relationship management (Customer Relationship Management). One of these is the use of SMS (Short Message Services) technplogy. Therefore, in ...

Using fuzzy models to migrate from customer relationship management (CRM) to customer experience management (CEM)

OpenAIRE

Dr. Anna Maria Gil-Lafuente; Carolina Luis-Bassa

2011-01-01

Relationship Marketing has made rapid progress during the last ten years. Since the development of the customer-centric model, reinforced by the emergence of CRM (Customer Relationship Management) strategies, companies have focused on finding models and tools that allow them to get to know better their clients. The management of customer relationship with the company has evolved from seeking the customer satisfaction to seek customer loyalty, and later on to create a brand advocate consumer f...

Management Control in Inter-organizational Relationships: The Case of Franchises

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Magdalena Cordobés Madueño

2015-10-01

Full Text Available There is great interest in the role of management control on theoretical and practical developments within the field of Inter-organizational Relations. This research aims to contribute at verifying how relationships between firms affect the management control tools used, as illustrated in a specific case: the relationship between the franchisor and its franchisees, which has not received much attention to date. As indicated by previous research, case studies can be helpful to determine the factors affecting the type of management control tools that should be established to manage inter-firm relationships. Results have found that the franchisor uses quantitative control mechanisms in order to avoid common types of opportunistic franchise behavior related to royalty payments and other financial requirements, as well as qualitative tools to assure the fulfilment of agreement-related conditions regarding knowhow, to resolve unexpected non-economic problems and to encourage personal relationship and trust. This study also provides an outline on franchisor-franchisee relationships in the model proposed by Van der Meer-Kooistra and Vosselman (2000. To test this model, the franchisor’s perspective (outsourcer has been taken into account as performed when building the model. Findings indicate that this relationship shows many similarities to the pattern based on bureaucracy and a few similarities to patterns based on trust.

Towards Agent-Oriented Approach to a Call Management System

Science.gov (United States)

Ashamalla, Amir Nabil; Beydoun, Ghassan; Low, Graham

There is more chance of a completed sale if the end customers and relationship managers are suitably matched. This in turn can reduce the number of calls made by a call centre reducing operational costs such as working time and phone bills. This chapter is part of ongoing research aimed at helping a CMC to make better use of its personnel and equipment while maximizing the value of the service it offers to its client companies and end customers. This is accomplished by ensuring the optimal use of resources with appropriate real-time scheduling and load balancing and matching the end customers to appropriate relationship managers. In a globalized market, this may mean taking into account the cultural environment of the customer, as well as the appropriate profile and/or skill of the relationship manager to communicate effectively with the end customer. The chapter evaluates the suitability of a MAS to a call management system and illustrates the requirement analysis phase using i* models.

A Systems Model for Teaching Human Resource Management

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George R. Greene

2013-07-01

Full Text Available Efficient and effective human resource management is a complex, involved, and interactive process. This article presents and discusses a unique systems approach model for teaching human resource (people management processes, and the important inter-relationships within that process. The model contains two unique components related to key sub-processes: incentives management and performance evaluation. We have not observed a model applying a systems thinking paradigm presented in any textbook, journal article, business publication, or other literature addressing the topic. For nearly three decades, the model has been used in teaching a comprehensive, meaningful understanding of the human resource management process that can be effectively implemented in both corporate and academic learning venues.

The Role of Formal Education, Technical and Management Training on Information Systems (IS) Managers' Managerial Effectiveness as Perceived by Their Subordinates

Science.gov (United States)

Ligon, Jerry; Abdullah, ABM; Talukder, Majharul

2007-01-01

This study examined the relationship between Information Systems (IS) managers' formal education, level of technical and managerial training and their managerial effectiveness as perceived by their subordinates. The study finds that there is a strong positive relationship between the amount of technical training IS managers have received and their…

Social Capital, IT Capability, and the Success of Knowledge Management Systems

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Irene Y.L. Chen

2009-03-01

Full Text Available Many organizations have implemented knowledge management systems to support knowledge management. However, many of such systems have failed due to the lack of relationship networks and IT capability within organizations. Motivated by such concerns, this paper examines the factors that may facilitate the success of knowledge management systems. The ten constructs derived from social capital theory, resource-based view and IS success model are integrated into the current research model. Twenty-one hypotheses derived from the research model are empirically validated using a field survey of KMS users. The results suggest that social capital and organizational IT capability are important preconditions of the success of knowledge management systems. Among the posited relationships, trust, social interaction ties, IT capability do not significantly impact service quality, system quality and IT capability, respectively. Against prior expectation, service quality and knowledge quality do not significantly influence perceived KMS benefits and user satisfaction, respectively. Discussion of the results and conclusion are provided. This study then provides insights for future research avenue.

Conflict Management Styles of Selected Managers and Their Relationship With Management and Organization Variables

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Concepcion Martires

1990-12-01

Full Text Available This study sought to determine the relationship between the conflict management styles of managers and certain management and organization factors. A total of 462 top, middle, and lower managers from 72 companies participated in the study which utilized the Thomas-Killman Conflict Mode Instrument. To facilitate the computation of the statistical data, a microcomputer and a software package was used.The majority of the managers of the 17 types of organization included in the study use collaborative mode of managing conflict. This finding is congruent with the findings of past studies conducted on managers of commercial banks, service, manufacturing, trading advertising, appliance, investment houses, and overseas recruitment industries showing their high degree of objectivity and assertiveness of their own personal goals and of other people's concerns. The second dominant style, which is compromising, indicates their desire in sharing and searching for solutions that result in satisfaction among conflicting parties. This finding is highly consistent with the strong Filipino value of smooth interpersonal relationships (SIR as reflected and discussed in the numerous researches on Filipino values.The chi-square tests generated by the computer package in statistics showed independence between the manager's conflict management styles and each of the variables of sex, civil status, position level at work, work experience, type of corporation, and number of subordinates. This result is again congruent with those of past studies conducted in the Philippines. The past and present findings may imply that conflict management mode may be a highly personal style that is not dependent on any of these variables included in the study. However, the chi-square tests show that management style is dependent on the manager's age and educational attainment.

The Relationship between Social Capital and Quality Management Systems in European Hospitals: A Quantitative Study

Science.gov (United States)

Hammer, Antje; Arah, Onyebuchi A.; DerSarkissian, Maral; Thompson, Caroline A.; Mannion, Russell; Wagner, Cordula; Ommen, Oliver; Sunol, Rosa; Pfaff, Holger

2013-01-01

Background Strategic leadership is an important organizational capability and is essential for quality improvement in hospital settings. Furthermore, the quality of leadership depends crucially on a common set of shared values and mutual trust between hospital management board members. According to the concept of social capital, these are essential requirements for successful cooperation and coordination within groups. Objectives We assume that social capital within hospital management boards is an important factor in the development of effective organizational systems for overseeing health care quality. We hypothesized that the degree of social capital within the hospital management board is associated with the effectiveness and maturity of the quality management system in European hospitals. Methods We used a mixed-method approach to data collection and measurement in 188 hospitals in 7 European countries. For this analysis, we used responses from hospital managers. To test our hypothesis, we conducted a multilevel linear regression analysis of the association between social capital and the quality management system score at the hospital level, controlling for hospital ownership, teaching status, number of beds, number of board members, organizational culture, and country clustering. Results The average social capital score within a hospital management board was 3.3 (standard deviation: 0.5; range: 1-4) and the average hospital score for the quality management index was 19.2 (standard deviation: 4.5; range: 0-27). Higher social capital was associated with higher quality management system scores (regression coefficient: 1.41; standard error: 0.64, p=0.029). Conclusion The results suggest that a higher degree of social capital exists in hospitals that exhibit higher maturity in their quality management systems. Although uncontrolled confounding and reverse causation cannot be completely ruled out, our new findings, along with the results of previous research, could

Pengaruh Customer Relationship Management Terhadap Loyalitas Pelanggan Indosat Bengkulu

OpenAIRE

Yulinda, Ade Tiara

2017-01-01

Ade Tiara Yulinda: The objectives of this research is to analyze the influence of customer relationship management (technology, people, process and knowledge) on customer's loyalty at PT. Indosat Bengkulu. Using survey research, analysis techniques using a likert scale and using multiple linear regression analysis. Samples used were 100 respondents. The result of this research, can be concluded that the customer relationship management in the variable of technology, people, process, knowledge...

Analisis Customer Relationship Management terhadap Kepuasan Pasien Pusat Jantung Nasional Harapan Kita

OpenAIRE

Liawatimena, S; Arifianto, Teguh; Saliu, Yunina; Salim, Hartono Agus

2002-01-01

The research tries to find out how big the influence of Customer Relationship Management of Heart Centre Patient Harapan Kita concerning the patient satisfaction. The Customer Relationship Management divide into three main functions which is Acquisition, Enhance, and Retain. The conclusion is, if there is increased in Customer Relationship Management of Heart Centre Patient Harapan Kita, it will increased the patient satisfaction also.

Customer relationship management and performance in the paint ...

African Journals Online (AJOL)

A paradigm shift from sellers' market to buyers' market has necessitated the need for the organizations to entrench customer relationship management in meeting the demands of the changing business environment. The need for effective retention of hard-core customers driven by product quality and relationship assets ...

Integrated Geo Hazard Management System in Cloud Computing Technology

Science.gov (United States)

Hanifah, M. I. M.; Omar, R. C.; Khalid, N. H. N.; Ismail, A.; Mustapha, I. S.; Baharuddin, I. N. Z.; Roslan, R.; Zalam, W. M. Z.

2016-11-01

Geo hazard can result in reducing of environmental health and huge economic losses especially in mountainous area. In order to mitigate geo-hazard effectively, cloud computer technology are introduce for managing geo hazard database. Cloud computing technology and it services capable to provide stakeholder's with geo hazards information in near to real time for an effective environmental management and decision-making. UNITEN Integrated Geo Hazard Management System consist of the network management and operation to monitor geo-hazard disaster especially landslide in our study area at Kelantan River Basin and boundary between Hulu Kelantan and Hulu Terengganu. The system will provide easily manage flexible measuring system with data management operates autonomously and can be controlled by commands to collects and controls remotely by using “cloud” system computing. This paper aims to document the above relationship by identifying the special features and needs associated with effective geohazard database management using “cloud system”. This system later will use as part of the development activities and result in minimizing the frequency of the geo-hazard and risk at that research area.

Design interface management system for nuclear power plant project

International Nuclear Information System (INIS)

Wang Jun

2012-01-01

Design interfaces exist between different participants and during the whole course of a nuclear power project, and include different disciplinary requirements. The purpose of interface management is to establish a procedure, which can be efficiently used to control the complex design interfaces and ensure its compliance with NPP design requirements. To this end, a complete work procedures and relationship will be defined and classified, so as to set up the structure of interface management system. The system consists of three levels, i.e. working procedure level, management tool level and technical document level. Two management routes, i.e. administration route and technical route, are adopted so as to conduct management efficiently. (author)

Customer relationship management implementation in the small and medium enterprise

Science.gov (United States)

Nugroho, Agus; Suharmanto, Agus; Masugino

2018-03-01

To win the global competition and sustain the business, small and medium enterprise shall implement a reliable information technology application to support their customer data base, production and sales as well as marketing management. This paper addresses the implementation of Customer Relationship Management (CRM) in small and medium enterprise, CV. Densuko Jaya. It is a small and medium enterprises in Semarang, Central Java, Republic of Indonesia deal with rubber processing industry supply chain. ADDIE model utilized in study to setup the CRM functionality at these enterprises. The aim of the authors is to present the benefits resulting from the application of CRM technologies at these enterprises to solve their chronicle issues in the field of integrated customer data base, production management process and sales automation in order to boost their business in the near future. Training and coaching have been delivered to the enterprises staffs and management to ensure that they can execute the system.

The Increasing Focus on Managing Relationships and Customer

African Journals Online (AJOL)

midland

In the past decade the focus on relationship management has increased and ... Relationship marketing is a customer retention strategy that, as defined by .... cases the core service is not the most important factor for continuing ... incentives such as discounts for services (for example, discount on hotel stays for frequent.

Teacher-child relationships as dynamic systems.

Science.gov (United States)

O'Connor, Erin

2010-06-01

The purpose of the present study was to examine factors associated with the quality of the teacher-child relationship from first through fifth grade using data from phases I, II and III of the National Institutes of Child Health and Human Development Study of Early Child Care and Youth Development, a prospective study of 1364 children from birth through sixth grade. On average, children evidenced moderately high quality relationships with teachers in fifth grade. However, there was extensive variation in fifth grade relationship quality across children. Children who received more support and stimulation at home and whose parents had higher quality interactions with the school had higher quality relationships. Additionally, children in classrooms with more positive environments and better management had higher quality relationships. Lastly, females, European-American children, children with lower levels of behavior problems and children who had higher quality relationships with their teachers in kindergarten also had higher quality relationships with teachers. On average, children evidenced decreases in the quality of their relationships with teachers from first through fifth grade. Interestingly, children whose parents had more contact with their schools, who were in schools where teachers received higher salaries and in classrooms that had more positive emotional climates and that were better managed evidenced slower rates of decline in relationship quality. Implications for theory and practice are discussed.

Customer Relationship Management (Crm) Berbasis Web Untuk Meningkatkan Daya Saing Toko Online

OpenAIRE

Kholil, Ishak

2017-01-01

Customer Relationship Management (CRM) is a thorough business strategy of a company that enables the company to effectively manage relationships with customers. relationships with CRM information technology is very important because without good information technology capabilities in managing information within the organization, CRM will be paralyzed and has no meaning. Synergy of these two things are needed what today's technology era. To generate a reliable performance of the organization m...

Trends in Marketing: Customer Relationship Management.

Science.gov (United States)

Okula, Susan

2000-01-01

Describes the basics of Customer Relationship Management, a process whereby the customer interacts with the company, the company responds by learning to meet that individual's needs, and the customer is more likely to become loyal. Suggests how marketing students can learn the fundamentals of it. (JOW)

A Study on Marketing Management Tool use of Customer Relationship

Directory of Open Access Journals (Sweden)

Cibele Barsalini Martins

2015-04-01

Full Text Available This paper highlights the relation between management tools of Relationship Marketing (RM with customers. The auxiliary tools in the process of Relationship Marketing were analyzed: Customer Relationship Management (CRM, Loyalty Programs, Endomarketing and Marketing Research. This study presented a multicase comparative in six companies, in which three of them have already deployed the management of Relationship Marketing with their clients, and the other three companies that were in the preliminary phase of deployment of these. The data collection was made from semi-structured interviews with professionals who worked in three hierarchical levels (strategic, tactical, and operational of each participating company, using both the technique of data collection by e-mail and personal interview. The approach was qualitative, with phenomenological analysis. It was found that the deployment of Relationship Marketing by the organizations surveyed takes place in a significant amount of time, where investments have occurred by pressure of the environment, in particular by loss of market share, the need to promote customer loyalty, to improve competitiveness and concern with the customer. It was not clear that the process of deployment of Relationship Marketing originated from the strategic planning and used proactively.

CUSTOMER AND CONSUMER RELATIONSHIP MANAGEMENT TOWARDS E-BUSINESS STRATEGIES

OpenAIRE

Dr. K.Kala

2017-01-01

E-Commerce is an emerging technology for purchasing and selling of products through electronically. It is the commercial transaction which involves transfer of information over the internet. It changes the way to do business. With advancements in technology, there may be a chance to change. Customer Relationship Management and Consumer Relationship management play an essential role with E-Business. The focusing scenarios are facing many pros and cons by E-Business. This Paper makes an attempt...

THE CHANGING DIMENSIONS OF PUBLIC RELATIONS: THE RELATIONSHIP BETWEEN BRAND MANAGEMENT AND PUBLIC RELATIONS

OpenAIRE

KÖKER, E. PELİN BAYTEKİN MİNE YENİÇERİ ALEMDAR

2008-01-01

The changes in the dimensions of public relations, due to the globalization effect on the business enterprises, are remarkable. In this manner, the relationship of public relations with re-engineering, total quality management, six sigma approach, event management, crisis management, reputation management, knowledge management and customer relationship management is evaluated in this study. Moreover, after establishing these interactions, the relationship between public relations and brand ma...

Emotional intelligence and human relationship management as ...

African Journals Online (AJOL)

... human relationship management as predictors of organizational commitment. ... The study seeks to explain the interactive and relative effects of emotional ... Simple random sampling technique was used in selecting 300 participants from ...

The relationship between burnout and mobbing among hospital managers.

Science.gov (United States)

Karsavuran, Seda; Kaya, Sıdıka

2017-05-01

Mobbing and burnout can cause serious consequences, especially for health workers and managers. Level of burnout and exposure to mobbing may trigger each other. There is a need to conduct additional and specific studies on the topic to develop some strategies. The purpose of this study is to determine the relationship between level of burnout and exposure to mobbing of the managers (head physician, assistant head physician, head nurse, assistant head nurse, administrator, assistant administrator) at the Ministry of Health hospitals. The "Leymann Inventory of Psychological Terrorization" scale was used to measure the level of exposure to mobbing and the "Maslach Burnout Inventory" scale was used to measure the level of burnout of hospital managers. The relationship between level of burnout and exposure to mobbing was analyzed by Pearson's Correlation Analysis. Participants and research context: The population of this study included managers (454 managers) at the Ministry of Health hospitals in the metropolitan area of Ankara between September 2010 and May 2011. All the managers were tried to conduct, but some managers did not want to reply to the questionnaire and some managers were not found at their workplace. Consequently, using a convenience sampling, 54% of the managers replied to the questionnaire (244 managers). Ethical consideration: The approval of the study was granted by the Ministry of Health in Turkey. Furthermore, the study was evaluated and accepted by the Education, Planning and Coordination Council of one of the education and research hospitals in the study. Positive relationships were found among each subdimension of the mobbing and emotional exhaustion and depersonalization. A negative relationship was found between each subdimension of the mobbing and personal accomplishment. In hospitals, by detecting mobbing actions, burnout may be prevented. Exposure to mobbing and burnout could be a serious problem for head nurses who are responsible for both

Relationships between soil-based management zones and canopy sensing for corn nitrogen management

Science.gov (United States)

Integrating soil-based management zones (MZ) with crop-based active canopy sensors to direct spatially variable nitrogen (N) applications has been proposed for improving N fertilizer management of corn (Zea mays L.). Analyses are needed to evaluate relationships between canopy sensing and soil-based...

Organizational culture focused on quality management and benefits derived from an ERP system implementation

Directory of Open Access Journals (Sweden)

Oscar F. Bustinza

2013-01-01

Full Text Available Purpose: Organizational culture focused on quality management aims to meet customer needs and enhance teamwork, being oriented toward a dynamic process of continuous improvement. The purpose of this paper is to analyze whether, indeed, the quality-oriented culture has an effect on the management of business processes. In doing so, we analyze their relationship with the benefits of a resource management system or ERP.Design/methodology/approach: A survey is used to collect data, with valid questionnaires obtained for 200 Spain based respondents. Empirical analysis utilises Structural Equation Modelling (SEM.Findings: The results confirm that firm's commitment with quality management, customer focus, and confidence of workers has a positive effect on the results of operational, strategic and managerial benefits derived from an ERP system implementation. However, there is not relationship between customer focus and organizational benefits, neither to increase system capacity.Originality/value: The present study analyzes the relationship between quality-oriented culture and the resource management systems of the firm clarifying their strengths and limitations. In this sense, the customer orientation may limit the flexibility of business as require a lot of resources, and generate dissatisfaction among workers resulting from the attention to customer complaints.

Management of Customer Relationship Management (CRM) Technological Attributes in Brazil: A B2B Relationship in the Software-Media Development Sector

OpenAIRE

Flávio Régio Brambilla; Gustavo Dalmarco

2015-01-01

Customer Relationship Management (CRM) represents a technological application based on the philosophy of Relationship Marketing and it recommends the interaction with high value consumers. Relating CRM to new social technologies, CRM 2.0 or social CRM deals with the relationship between companies and customers using online platforms such as blogs, RSS, forums and social network sites, among other facilities. Through a comparative study based on qualitative indicators, this article draws a rel...

Relationship of self-management to personality types and indices.

Science.gov (United States)

Williams, R L; Verble, J S; Price, D E; Layne, B H

1995-06-01

This study addressed the relationship between self-management (as measured by the Lifestyle Approaches Inventory, Williams, Moore, Pettibone, & Thomas, 1992) and personality types and indexes (as measured by the Myers-Briggs Type Indicator, Myers & McCaulley, 1985) in a sample of 347 university students. Correlational analyses indicated that the self-management factor most consistently linked to the Myers-Briggs indices was Organization of Physical Space. The Myers-Briggs index most consistently correlated with the self-management factors was Judgment-Perception. Overall, male and female subjects showed similar patterns of relationships between the self-management and personality indices. When the self-management scores were compared for the various Myers-Briggs types, the analysis indicated that types having a J (planful and organized) or S (precise and practical) in the typology tended to score higher than those having a P (spontaneous and flexible) or N (imaginative and insightful).

Importance of relationship quality in the success of data warehouse systems

Science.gov (United States)

Almabhouh, Alaaeddin; Saleh, Abdul; Ahmad, Azizah

2011-10-01

Increased organizational dependence on data warehouse (DW) systems drives management attention towards improving DW systems success. However, the successful implementation rate of DW systems is low and many firms did not achieve intended goals. A recent studies show that improves and evaluates DW success is one of the top concerns facing IT/DW executives. Existing information system (IS) research has studied DW success more from information quality and system quality. Researchers argue in this study that we should also take the relationship quality, which has significant research and practical implications in that it connects to IS success directly. As our first attempt, this study, referring to both IS and marketing literature, examines how communication, coordination, cooperation, commitment, and trust can be achieved to some degrees by high quality relationships between DW parties.

Quality management system

Energy Technology Data Exchange (ETDEWEB)

Lee, Mu Sung

2009-08-15

This book deals with ISO9001 quality management system which includes summary of this system such as classification of quality, principle of quality management, and definition, requirement and procedure of quality management system, introduction of ISO9001 system like model of ISO9001 quality management system, ISO certificate system, structure of ISO9001 standard, requirement of ISO9001 quality management system, process approach and documentation of system, propel cases of ISO9001 quality management system.

Quality management system

International Nuclear Information System (INIS)

Lee, Mu Sung

2009-08-01

This book deals with ISO9001 quality management system which includes summary of this system such as classification of quality, principle of quality management, and definition, requirement and procedure of quality management system, introduction of ISO9001 system like model of ISO9001 quality management system, ISO certificate system, structure of ISO9001 standard, requirement of ISO9001 quality management system, process approach and documentation of system, propel cases of ISO9001 quality management system.

Perancangan Aplikasi Customer Relationship Management untuk Meningkatkan Pelayanan pada Rumah Sakit St. Carolus

Directory of Open Access Journals (Sweden)

Joni Suhartono

2015-06-01

Full Text Available Research aims to create a draft of application based on customer relationship management (CRM toimprove services on St carolus hospital in terms of criticism-suggestions, to create scheduling events and patient schedule for second time which is still less control. Research used survey, interview the parties concerned, aswell as analyzing the systems running on St Carolus hospital. Results of the research are application design that helps to improve the quality of the hospital service to the patient, application design that helps management in holding the event, and managing the input given by the visitor at ease. In conclusion, the application designhelps manage criticism and suggestions, make events, and intertwine relations with patients after medication or treatment.

Integrated Project Management System description

International Nuclear Information System (INIS)

1994-09-01

The Integrated Program Management System (IPMS) Description is a ''working'' document that describes the work processes of the Uranium Mill Tailings Remedial Action Project Office (UMTRA) and IPMS Group. This document has undergone many revisions since the UMTRA Project began; this revision not only updates the work processes but more clearly explains the relationships between the Project Office, contractors, and other participants. The work process flow style has been revised to better describe Project work and the relationships of participants. For each work process, more background and guidance on ''why'' and ''what is expected'' is given. For example, a description of activity data sheets has been added in the work organization and the Project performance and reporting processes, as well as additional detail about the federal budget process and funding management and improved flow charts and explanations of cost and schedule management. A chapter has been added describing the Cost Reduction/Productivity Improvement Program. The Change Control Board (CCB) procedures (Appendix A) have been updated. Project critical issues meeting (PCIM) procedures have been added as Appendix B. Budget risk assessment meeting procedures have been added as Appendix C. These appendices are written to act as stand-alone documentation for each process. As the procedures are improved and updated, the documentation can be updated separately

Development of accounting quality management system

Directory of Open Access Journals (Sweden)

Plakhtii T.F.

2017-08-01

Full Text Available Accounting organization as one of the types of practical activities at the enterprise involves organization of the process of implementation of various kinds of accounting procedures to ensure meeting needs of the users of accounting information. Therefore, to improve its quality an owner should use tools, methods and procedures that enable to improve the quality of implementation of accounting methods and technology. The necessity of using a quality management system for the improvement of accounting organization at the enterprise is substantiated. The system of accounting quality management is developed and grounded in the context of ISO 9001:2015, which includes such processes as the processes of the accounting system, leadership, planning, and evaluation. On the basis of specification and justification of the set of universal requirements (content requirements, formal requirements the model of the environment of demands for high-quality organization of the computerized accounting system that improves the process of preparing high quality financial statements is developed. In order to improve the system of accounting quality management, to justify the main objectives of its further development, namely elimination of unnecessary characteristics of accounting information, the differences between the current level of accounting information quality and its perfect level are considered; the meeting of new needs of users of accounting information that have not been satisfied yet. The ways of leadership demonstration in the system of accounting quality management of accounting subjects at the enterprise are substantiated. The relationship between the current level of accounting information quality and its perfect level is considered. The possible types of measures aimed at improving the system of accounting quality management are identified. The paper grounds the need to include the principle of proper management in the current set of accounting

Implementation of customer relationship management and its advantages : Case company Forchem Oy

OpenAIRE

Puiseva, Maiju

2014-01-01

The purpose of this thesis was to bring out the key issues of the concept of customer relationship management and study its implementation and advantages in the case company. The topic of the thesis was assigned by the case company. Their objective was to understand customer relationship management better and to develop it to be one of the business processes. Theoretical part of the thesis studied customer service and customer relationship management and the importance of those. Theoretica...

Conflict management style of Jordanian nurse managers and its relationship to staff nurses' intent to stay.

Science.gov (United States)

Al-Hamdan, Zaid; Nussera, Hayat; Masa'deh, Rami

2016-03-01

To explore the relationship between conflict management styles used by nurse managers and intent to stay of staff nurses. Nursing shortages require managers to focus on the retention of staff nurses. Understanding the relationship between conflict management styles of nurse managers and intent to stay of staff nurses is one strategy to retain nurses in the workforce. A cross-sectional descriptive quantitative study was carried out in Jordan. The Rahim organization conflict inventory II (ROCI II) was completed by 42 nurse managers and the intent to stay scale was completed by 320 staff nurses from four hospitals in Jordan. The anova analysis was carried out. An integrative style was the first choice for nurse managers and the last choice was a dominating style. The overall level of intent to stay for nurses was moderate. Nurses tend to keep their current job for 2-3 years. There was a negative relationship between the dominating style as a conflict management style and the intent to stay for nurses. The findings of the present study support the claim that leadership practices affect the staff nurses' intent to stay and the quality of care. Nurse managers can improve the intent to stay for staff nurses if they use the appropriate conflict management styles. © 2015 John Wiley & Sons Ltd.

Managing Business-to-Business Relationships throughout the E-Commerce Procurement Life Cycle.

Science.gov (United States)

Archer, Norm; Yuan, Yufei

2000-01-01

Since the core of e-commerce is information and communications, support for managing customer relationships is available to those who know how to use it. Discusses how technology can be used to encourage and facilitate customer-business relationships. Shows through a customer relationship life cycle model how the management of related procurement…

Rancang Bangun Sistem Informasi Pelayanan Kesehatan Berbasis Customer Relationship Management Menggunakan Teknologi Short Message Service (SMS

Directory of Open Access Journals (Sweden)

Trismianto Asmo Sutrisno Sutrisno

2014-02-01

Full Text Available Recently, there are many hospitals as the health-care services choose to use the concept of Customer Relationship Management (CRM to build the trust bridges between the hospitals and their patients. The implementation of CRM in health caring, especially for pregnant women needs to do; such as the delivery of information related to the pregnant women to get antenatal care as the scheduled or pregnant women desire to obtain information dealing with their pregnancy. The irrelevant, slow and inaccurate information can cause the health care services given to the patients are not optimal, so that they can reduce patients’ loyalty toward the health-care services. This research resulted health care information system based on Customer Relationship Management using Short Message Service (SMS technology with case study of health care for pregnant women. The resulted information system is produced by the System Development Life Cycle methodology using the Waterfall model. One of the features produced is the pregnant women will receive a confirmation SMS to obtain antenatal care with a schedule until 28 weeks of their pregnancy check up every four weeks, 28-36 weeks of their pregnancy check up every two weeks, and 36-40 weeks of their pregnancy check up once a week.   Keywords: Pregnant Women, Antenatal Care, Customer Relationship Management, Short Message Service

Review of Current Geographic Information Systems Technology for TxDOT Pavement Management Information System

Science.gov (United States)

1998-05-01

A geographic information system (GIS) is a tool for effectively managing and analyzing tremendous amounts of geographic information. It employs the essential principle of geography to organize in formation and express relationships between real-world...

Performance in Service Marketing from Philosophy to Customer Relationship Management

Directory of Open Access Journals (Sweden)

Victor Danciu

2007-08-01

Full Text Available The contribution of services to the development of every national economy is in the progress,they becoming the major contributor to the gross national product of most countries. In their turn, thecustomers become more demanding and powerful in their relationship with service providers. They askfor more and new relationship. The appropriate new marketing, known as Relationship Marketing, looksto engage the customer interactively in the many steps of creating value which is later shared betweenservice provider and customer. This requires to focus on long-term customer relationship. In order toestablish and maintain long-term relationship, the relationship marketing should understand customerexpectations, know the customers, evaluate services process, obtain a proper service quality and adequatelymanage customers’ relationships. The service customer’s is placed on an expectation range to afive dimension scale and have two levels which may be analyzed into a model of service. A stimulus forrelationship marketing performance may be the quality of service. The objective and subjective quality ofservice is essential for the service customer relationship management. In order to reach the goal ofretaining actual customers, service companies should be prepared to spot customers who leave and thenanalyze and act on information they provide. Managers should make sure the entire organization understandthe importance of keeping customers and encourage employees to pursue zero defections by tryingincentives, planning, and budgeting to defections targets. Most important, managers use defections as avehicle for continuously improving the quality and value of the service they provide to customer.

What Are the Relationships between Teachers' Engagement with Management Information Systems and Their Sense of Accountability?

Science.gov (United States)

Perelman, Uri

2014-01-01

Many public and private sector organizations are supported by Management Information Systems (MIS) for collection, management, analysis, and distribution of the data needed for effective decision-making and enhanced organizational management. The existing body of research on MIS in education focuses on the systems' contribution to achieving…

ARIADNE: a tracking system for relationships in LHCb metadata

International Nuclear Information System (INIS)

Shapoval, I; Clemencic, M; Cattaneo, M

2014-01-01

The data processing model of the LHCb experiment implies handling of an evolving set of heterogeneous metadata entities and relationships between them. The entities range from software and databases states to architecture specificators and software/data deployment locations. For instance, there is an important relationship between the LHCb Conditions Database (CondDB), which provides versioned, time dependent geometry and conditions data, and the LHCb software, which is the data processing applications (used for simulation, high level triggering, reconstruction and analysis of physics data). The evolution of CondDB and of the LHCb applications is a weakly-homomorphic process. It means that relationships between a CondDB state and LHCb application state may not be preserved across different database and application generations. These issues may lead to various kinds of problems in the LHCb production, varying from unexpected application crashes to incorrect data processing results. In this paper we present Ariadne – a generic metadata relationships tracking system based on the novel NoSQL Neo4j graph database. Its aim is to track and analyze many thousands of evolving relationships for cases such as the one described above, and several others, which would otherwise remain unmanaged and potentially harmful. The highlights of the paper include the system's implementation and management details, infrastructure needed for running it, security issues, first experience of usage in the LHCb production and potential of the system to be applied to a wider set of LHCb tasks.

ARIADNE: a Tracking System for Relationships in LHCb Metadata

Science.gov (United States)

Shapoval, I.; Clemencic, M.; Cattaneo, M.

2014-06-01

The data processing model of the LHCb experiment implies handling of an evolving set of heterogeneous metadata entities and relationships between them. The entities range from software and databases states to architecture specificators and software/data deployment locations. For instance, there is an important relationship between the LHCb Conditions Database (CondDB), which provides versioned, time dependent geometry and conditions data, and the LHCb software, which is the data processing applications (used for simulation, high level triggering, reconstruction and analysis of physics data). The evolution of CondDB and of the LHCb applications is a weakly-homomorphic process. It means that relationships between a CondDB state and LHCb application state may not be preserved across different database and application generations. These issues may lead to various kinds of problems in the LHCb production, varying from unexpected application crashes to incorrect data processing results. In this paper we present Ariadne - a generic metadata relationships tracking system based on the novel NoSQL Neo4j graph database. Its aim is to track and analyze many thousands of evolving relationships for cases such as the one described above, and several others, which would otherwise remain unmanaged and potentially harmful. The highlights of the paper include the system's implementation and management details, infrastructure needed for running it, security issues, first experience of usage in the LHCb production and potential of the system to be applied to a wider set of LHCb tasks.

Greenhouse gases and solid waste management systems: Understanding the relationships

Energy Technology Data Exchange (ETDEWEB)

Harrington, K.; Smith, P.A.

1999-07-01

In one of the first applications of life cycle analysis at the state level, the Minnesota Office of Environmental Assistance has assessed the resource conservation benefits and greenhouse gas impacts of the state's municipal solid waste (MSW) system. Using a life cycle inventory, the Phase 1 work estimated the resource conservation benefits of Minnesota's 1996 MSW reduction and management strategies. It compared the production processes used to obtain useful products from MSW with alternative production processes using virgin materials. The Phase 2 work, conducted under a grant from the US Environmental Protection Agency (USEPA), focused specifically on measuring the greenhouse gas implications of reduction, recycling, and management from 1991--1996. This phase expanded the analysis to included life cycle assessment and improvement. The work will be used in Minnesota's MSW policy and program development efforts, as well as in climate change mitigation planning.

Information Systems Outsourcing Relationship Model

Directory of Open Access Journals (Sweden)

Richard Flemming

2007-09-01

Full Text Available Increasing attention is being paid to what determines the success of an information systems outsourcing arrangement. The current research aims to provide an improved understanding of the factors influencing the outcome of an information systems outsourcing relationship and to provide a preliminary validation of an extended outsourcing relationship model by interviews with information systems outsourcing professionals in both the client and vendor of a major Australian outsourcing relationship. It also investigates whether the client and the vendor perceive the relationship differently and if so, how they perceive it differently and whether the two perspectives are interrelated.

Can a customer relationship management program improve recruitment for primary care research studies?

Science.gov (United States)

Johnston, Sharon; Wong, Sabrina T; Blackman, Stephanie; Chau, Leena W; Grool, Anne M; Hogg, William

2017-11-16

Recruiting family physicians into primary care research studies requires researchers to continually manage information coming in, going out, and coming in again. In many research groups, Microsoft Excel and Access are the usual data management tools, but they are very basic and do not support any automation, linking, or reminder systems to manage and integrate recruitment information and processes. We explored whether a commercial customer relationship management (CRM) software program - designed for sales people in businesses to improve customer relations and communications - could be used to make the research recruitment system faster, more effective, and more efficient. We found that while there was potential for long-term studies, it simply did not adapt effectively enough for our shorter study and recruitment budget. The amount of training required to master the software and our need for ongoing flexible and timely support were greater than the benefit of using CRM software for our study.

Development of SFR Research and Integration Management System (S-RIMS)

International Nuclear Information System (INIS)

Cho, Chung Ho; Chang, Jin Wook; Kim, Young Gyun; Kim, Yeong Il

2011-01-01

Up to the present, the management of research and development (R and D) for a sodium cooled fast reactor (SFR) could be individually performed on each project without an organic relationship. However, a more systemic and effective integrated management of a project is required because the research and development environment is currently changing. Thus, we developed a Research and Integration Management System for SFR (S-RIMS) based on the enterprise project management (EPM) solution. The functional goals of the S-RIMS are as follows: 1. Provide data that show the progress and status of a project 2. Manage the design process and R and D products 3. Share the consistent design data between sub-projects

AQUIS: An air quality and permit information management system

Energy Technology Data Exchange (ETDEWEB)

Smith, A.E.; Huber, C.C.; Tschanz, J. (Argonne National Lab., IL (USA)); Ryckman, S.J. Jr. (Air Force Logistics Command, Wright-Patterson AFB, OH (USA))

1991-01-01

The Air Quality Utility Information System (AQUIS) is a data base management system that operates on a dedicated, IBM-compatible personal computer using dBASE IV. AQUIS is in operation at six of the seven US Air Force Logistics Command (AFLC) bases to assist with the management of the source inventory, permit tracking, and the estimating and tracking of emissions. The system also provides environmental management personnel with information on regulatory requirements and other compliance information. An AFLC base can have over 500 regulated or unregulated emission sources, and the task of tracking and correlating emissions, sources, and permits is substantial. AQUIS is a comprehensive management tool that provides a single system for storing and accessing information previously available only in multiple, uncorrelated files. This paper discusses the development of the system and provides an overview of the system structure and the relationship of that structure to sources in the field. Certain features such as the linking capability and compound-specific emissions are highlighted. The experience of environmental managers, the ultimate system users, is discussed, including specific ways in which AQUIS has proven useful in responding to managers' needs for air quality information. 10 refs., 3 figs., 1 tab.

Longitudinal Transmission of Conflict Management Styles Across Inter-Parental and Adolescent Relationships.

Science.gov (United States)

Staats, Soundry; van der Valk, Inge E; Meeus, Wim H J; Branje, Susan J T

2018-03-01

This study longitudinally investigated transmission of conflict management styles across inter-parental, adolescent-parent, adolescent-friend, and adolescent-partner relationships. During four waves, 799 middle-to-late adolescents (M age-t1  = 15.80; 54% boys) and their parents completed the Conflict Resolution Style Inventory. Cross-lagged path analyses indicated transmission of adolescent conflict management styles in relationships with parents to relationships with friends and romantic partners: Positive problem solving and conflict engagement utilized by adolescents in conflicts with parents were significantly, positively related to, respectively, adolescent positive problem solving and conflict engagement in relationships with friends 1 year later and relationships with partners 2 years later. Thus, the study showed that the way adolescents manage conflicts with parents predicts how they handle conflicts later in relationships outside the family. © 2017 The Authors. Journal of Research on Adolescence © 2017 Society for Research on Adolescence.

Relationship management in preparation for the new engineering projects

Directory of Open Access Journals (Sweden)

Magomedova Julia Yurievna

2011-07-01

Full Text Available The author reveals the constituent elements of the customer relationship and the Executive in the preparation of a new engineering projects. Relationships are built with a focus on effective risk management in the execution of the project on energy efficiency a major consumer.

The relationship between patient data and pooled clinical management decisions.

Science.gov (United States)

Ludbrook, G I; O'Loughlin, E J; Corcoran, T B; Grant, C

2013-01-01

A strong relationship between patient data and preoperative clinical decisions could potentially be used to support clinical decisions in preoperative management. The aim of this exploratory study was to determine the relationship between key patient data and pooled clinical opinions on management. In a previous study, panels of anaesthetists compared the quality of computer-assisted patient health assessments with outpatient consultations and made decisions on the need for preoperative tests, no preoperative outpatient assessment, possible postoperative intensive care unit/high dependency unit requirements and aspiration prophylaxis. In the current study, the relationship between patient data and these decisions was examined using binomial logistic regression analysis. Backward stepwise regression was used to identify independent predictors of each decision (at P >0.15), which were then incorporated into a predictive model. The number of factors related to each decision varied: blood picture (four factors), biochemistry (six factors), coagulation studies (three factors), electrocardiography (eight factors), chest X-ray (seven factors), preoperative outpatient assessment (17 factors), intensive care unit requirement (eight factors) and aspiration prophylaxis (one factor). The factor types also varied, but included surgical complexity, age, gender, number of medications or comorbidities, body mass index, hypertension, central nervous system condition, heart disease, sleep apnoea, smoking, persistent pain and stroke. Models based on these relationships usually demonstrated good sensitivity and specificity, with receiver operating characteristics in the following areas under curve: blood picture (0.75), biochemistry (0.86), coagulation studies (0.71), electrocardiography (0.90), chest X-ray (0.85), outpatient assessment (0.85), postoperative intensive care unit requirement (0.88) and aspiration prophylaxis (0.85). These initial results suggest modelling of patient

Management Control in Inter-organizational Relationships: The Case of Franchises

OpenAIRE

Magdalena Cordobés Madueño; Pilar Soldevila García

2015-01-01

There is great interest in the role of management control on theoretical and practical developments within the field of Inter-organizational Relations. This research aims to contribute at verifying how relationships between firms affect the management control tools used, as illustrated in a specific case: the relationship between the franchisor and its franchisees, which has not received much attention to date. As indicated by previous research, case studies can be helpful to determine the...

Customer Relationship Management: A Case Study from a Metropolitan Campus of a Regional University

Science.gov (United States)

Pember, Edward R.; Owens, Alison; Yaghi, Shazhi

2014-01-01

This paper investigates the users and uses of a centralised customer relationship management (CRM) system at a regional Australian university to improve the understanding of the staff experience of interacting with this customised technology. How and why the software is used by a cross section of university departments is explored through…

Information Technology Management System: an Analysis on Computational Model Failures for Fleet Management

Directory of Open Access Journals (Sweden)

Jayr Figueiredo de Oliveira

2013-10-01

Full Text Available This article proposes an information technology model to evaluate fleet management failure. Qualitative research done by a case study within an Interstate Transport company in a São Paulo State proposed to establish a relationship between computer tools and valid trustworthy information needs, and within an acceptable timeframe, for decision making, reliability, availability and system management. Additionally, the study aimed to provide relevant and precise information, in order to minimize and mitigate failure actions that may occur, compromising all operational organization base functioning.

Managing Relationship-driven Competence Dynamics in Professional Service Organisations

DEFF Research Database (Denmark)

Skaates, Maria Anne; Seppänen, Veikko

2002-01-01

Client relations play a major role in the competence development of professional service providers. However mutuality and particularity are also key concerns in providers' client relationships. Therefore four inter-linked frameworks for classifying relationship-related competence dynamics...... at the levels of the organisation, relationship, and network of relationships are presented. The frameworks are illustrated in a case concerning fault diagnosis software projects undertaken by Finnish contractual R&D provider VTT Electronics. Finally, suggestions are made concerning the use of the frameworks...... by managers of professional service organisations to develop an increased understanding of their own client relationship-specific competence dynamics....

[Structure of Relationships Formed by Occupational Health Nurses for Co-operating with Managers to Support Workers with Mental Health Concerns].

Science.gov (United States)

Hatanaka, Junko; Takasaki, Masako; Hatanaka, Michiyo

2018-05-31

burden the manager. Such support promoted the "creation of systems for clear roles" of managers in supporting the subordinate with mental health concerns. Relationships that occupational health nurses form with their managers were the structure which formed emotional human relationships from the front or back necessity of co-operation causes and developing confidence in relationships with the foundation of emotional human relationships.

The relationship between EFL teachers’ beliefs and actual practices of classroom management

Directory of Open Access Journals (Sweden)

Mohammad Aliakbari

2015-12-01

Full Text Available This study aimed at analyzing Iranian EFL teachers’ beliefs toward classroom management and the relationship between teachers’ beliefs and their actual practices of classroom management in regard with individual variables such as gender, education degree, and teaching experience. The data were collected using a behavior and instructional management scale inventory and direct class observation through a researcher made classroom management observation checklist. The findings showed that EFL teachers favored interactionalist orientation on behavior and instructional management dimensions. Findings also indicated that male teachers were not significantly different from females in terms of the relationship between their beliefs and actual practices. However, there was a significant relationship between teachers’ beliefs and their actual practices of classroom management among less experienced teachers. It was further found that increase in teachers’ educational level led to decrease in discrepancy between their beliefs and actual practices.

Impact of Customer Relationship Management on Customer Loyalty, Customer Retention and Customer Profitability for Hotelier Sector

Directory of Open Access Journals (Sweden)

Sandra-Dinora Orantes-Jiménez

2017-08-01

, customer retention and customer profitability. By applying a questionnaire that count with seven blocks different one each other, the results of our study identified and provide path analysis of the relevant systems; and enumerated among the relevant system, those critical inter-component relationships within this highly competitive industry. This study's findings add to the body of knowledge and enable the managers of this sector to implement customer relationship management in the best shape possible, to match it with Mexican market-needs thereby creating more loyal and repeat clientele.

The Analysis And Design Of Customer Relationship Management Model At STMIK STIKOM BALI

Directory of Open Access Journals (Sweden)

Ni Wayan Deriani

2016-06-01

Full Text Available The advantages of an organization can be seen from the organization's ability to compete in the business world today is increasingly more competition. The competition should be used as well as possible in order to retain customers by providing the best service. one way to provide the best service is the provision of means in the form of comprehensive information systems and integrated. CRM is an integrated system that is useful for both of the organization and of course for the customer. In this research, design analysis model of CRM approach from the perspective Planner and owner of Zachman framework. Design analysis using DFD, ERD and conceptual database. The expected outcome of this research is a form of planning the Customer Relationship Management system model as a reference for the managers in the development of an integrated system in the future.

Examining customer relationship management from a management fashion perspective

Directory of Open Access Journals (Sweden)

Dag Øivind Madsen

2016-12-01

Full Text Available Despite mixed performance reviews and experiences, customer relationship management (CRM is among the most widely used and discussed management ideas by managers around the world. Commentators have noted that CRM has become “big business” and that there are many commercial actors selling CRM solutions. Despite such observations, little academic research has examined CRM using theories about management fads and fashions. Using management fashion theory as an analytical lens, this paper casts lights on the emergence and evolution of the market for CRM. The analysis of the supply side of CRM shows that many different actors have been involved, e.g. consulting firms, software vendors, industry analyst firms, and conference organizers. On the demand side, the interest in and usage of CRM remains relatively high despite mixed implementation experiences and failure cases. Based on the analysis, CRM has yet to enter into a downturn phase as is typical of transient management fashions. The longevity and staying power of the CRM fashion can partly be explained by institutional activities carried out by software firms, consultants, and IT industry analysts in training and certifying users, and in developing various complementary products and services. However, similar to what has been observed in relation to other management idea movements, a continuing high number of high-profile failure cases could “wear out” CRM. Therefore, the extent to which organizations are able to capitalize on CRM will likely shape the future trajectory of the CRM idea.

The influence of customer relationship management information on customer loyalty

OpenAIRE

Ignatovič, Eva

2009-01-01

The purpose of this master thesis is to approve that customer relationship management (CRM) has influenced on customer loyalty. In order to achieve this purpose the work was divided into four main tasks: review of the relevant literature; analyze the influence of customer relationship management on customer loyalty and approve its importance for companies, research of the concrete business-to-business (B2B) Company CRM process and its customer loyalty, and the development of the customer rela...

The Principles of Marketing and Relationship Management.

Science.gov (United States)

Soules, Aline

2001-01-01

Discusses the concepts of marketing and relationship management as they apply to libraries. Topics include perceptions of the profession; environments that libraries operate in; connecting content and users through access and services; and the need for reliable and consistent collection of effective data. (Author/LRW)

Leadership styles, roles, and relationships for the nurse manager.

Science.gov (United States)

Musholt, K S

1996-12-01

This article explores the nurse manager's relationships to physicians, staff, administration, patient and family, other department heads, and peers. Included in the discussion are the expectations of the nurse manager by these other disciplines and examples of some of the situations discussed. Throughout the article are descriptions of leadership styles that are necessary for a nurse manager to accomplish his or her pivotal role.

Management Control Systems and Strategy: A Resource based Perspective. Evidence from Greece

OpenAIRE

Nikolaos Theriou; Dimitrios Maditinos; Georgios N. Theriou

2017-01-01

Purpose: The purpose of this paper is to empirically examine from the resource-based perspective, the relationship between the use of management control systems (MCS) and organisational capabilities in the Greek context. Design/Methodology/Approach: The study follows Henri's (2006) methodology and explores the relationships between the diagnostic and interactive uses of performance measurement systems (PMS) and the five capabilities (e.g. market orientation, organisational learning, entrep...

Reference system architecture for trade promotion management: leveraging business intelligence technologies and decision support systems

NARCIS (Netherlands)

Balmus, Andra Bianca; Iacob, Maria Eugenia; van Sinderen, Marten J.; van Busschbach, Murk

Working towards gaining competitive advantage and establishing stable relationships with their supply chain intermediaries, fast moving consumer goods companies are currently focusing their attention on intelligent, goal-based funds investment. Traditional trade promotion management systems (TPMS),

The Relationship of Principal Conflict Management Style and School Climate

Science.gov (United States)

Boucher, Miriam Miley

2013-01-01

Using a mixed-methods design, this study examined conflict management styles of elementary school principals in South Carolina and the relationship of conflict management style and school climate. The Rahim Organizational Conflict Inventory-II, Form B, which identifies five styles of managing conflict, was used to determine principal conflict…

Anger Management Program Participants Gain Behavioral Changes in Interpersonal Relationships

Science.gov (United States)

Pish, Suzanne; Clark-Jones, Teresa; Eschbach, Cheryl; Tiret, Holly

2016-01-01

RELAX: Alternatives to Anger is an educational anger management program that helps adults understand and manage anger, develop communication skills, manage stress, and make positive behavioral changes in their interpersonal relationships. A sample of 1,168 evaluation surveys were collected from RELAX: Alternatives to Anger participants over 3…

The Relationship between Cost Leadership Strategy, Total Quality Management Applications and Financial Performance

Directory of Open Access Journals (Sweden)

Ali KURT

2016-03-01

Full Text Available Firms need to implement some competition strategies and total quality management applications to overcome the fierce competition among others. The purpose of this study is to show the relationship between cost leadership strategy, total quality management applications and firms’ financial performance with literature review and empirical analysis. 449 questionnaires were conducted to the managers of 142 big firms. The data gathered was assessed with AMOS. As a result, the relationship between cost leadership strategy, total quality management applications and firms’ financial performance has been gathered. In addition, the relationship between TQM applications and financial performance has also been gathered.

Improvement of the system of management of business processes of the bank

Directory of Open Access Journals (Sweden)

Pereverzev Pavel Petrovich

2013-07-01

Full Text Available The aim is to develop a scientific - methodological and scientific - methodological issues of the effective technologies for managing business processes of the bank. It is shown that the development and implementation of detailed functional models of management for all business processes of the bank, establishing a structural relationship between the functions of planning, organizing, recording, monitoring, analysis, management and improvement of the business process management object, and development of additional management information systems, will significantly increase the level of automation of the bank, to improve the existing banking information system and improve the competitiveness of the bank.

Investigating the relationship between knowledge management and ...

African Journals Online (AJOL)

The purpose of current study is to investigate the relationship between knowledge management and employees' empowerment in Agriculture Bank of Tehran Province. Method is descriptive-survey and correlation type. Statistical population of the research is all employees of Agriculture Bank in Tehran that are 2800 ...

Systems Modeling to Implement Integrated System Health Management Capability

Science.gov (United States)

Figueroa, Jorge F.; Walker, Mark; Morris, Jonathan; Smith, Harvey; Schmalzel, John

2007-01-01

ISHM capability includes: detection of anomalies, diagnosis of causes of anomalies, prediction of future anomalies, and user interfaces that enable integrated awareness (past, present, and future) by users. This is achieved by focused management of data, information and knowledge (DIaK) that will likely be distributed across networks. Management of DIaK implies storage, sharing (timely availability), maintaining, evolving, and processing. Processing of DIaK encapsulates strategies, methodologies, algorithms, etc. focused on achieving high ISHM Functional Capability Level (FCL). High FCL means a high degree of success in detecting anomalies, diagnosing causes, predicting future anomalies, and enabling health integrated awareness by the user. A model that enables ISHM capability, and hence, DIaK management, is denominated the ISHM Model of the System (IMS). We describe aspects of the IMS that focus on processing of DIaK. Strategies, methodologies, and algorithms require proper context. We describe an approach to define and use contexts, implementation in an object-oriented software environment (G2), and validation using actual test data from a methane thruster test program at NASA SSC. Context is linked to existence of relationships among elements of a system. For example, the context to use a strategy to detect leak is to identify closed subsystems (e.g. bounded by closed valves and by tanks) that include pressure sensors, and check if the pressure is changing. We call these subsystems Pressurizable Subsystems. If pressure changes are detected, then all members of the closed subsystem become suspect of leakage. In this case, the context is defined by identifying a subsystem that is suitable for applying a strategy. Contexts are defined in many ways. Often, a context is defined by relationships of function (e.g. liquid flow, maintaining pressure, etc.), form (e.g. part of the same component, connected to other components, etc.), or space (e.g. physically close

Environmental Management System

Science.gov (United States)

Goals Recycling Green Purchasing Pollution Prevention Reusing Water Resources Environmental Management Stewardship » Environmental Protection » Environmental Management System Environmental Management System An Environmental Management System is a systematic method for assessing mission activities, determining the

Management system certification benefits: where do we stand?

International Nuclear Information System (INIS)

Fonseca, Luis Miguel Ciravegna Martins da; Domingues, José Pedro; Machado, Pilar Baylina; Calderón, Mario

2017-01-01

The implementation and certification of Management Systems International Standards, such as ISO 9001 and ISO 14001, achieved a high international recognition, with more than 1 million organizations with their Quality Management Systems certified worldwide. Researchers have been paying considerable attention to this theme and the number of published articles has robustly grown. Although on an overall basis, the research results support the existence of positive impacts on the adoption and certification of these International Standards, there are various inconsistencies and contradictory results, leading to some controversy over its impacts for organizations. This study aims to bring a longitudinal time perspective to this area of research, analyzing the articles published since 1996, on the benefits of Management Systems Certification. A longitudinal perspective of countries of authors origin, keywords and journals is presented, complemented with an evaluation of the research results. Design/methodology/approach: A Bibliometric Study supported the research, with data collected from Web of Science, SCOPUS, and Research Gate data bases. Following the detailed analysis of the journal titles, articles abstracts and their full content, an evaluation scale was adopted to assess if the results support the existence of a positive relationship between Management System Certification and economic, financial or stakeholder results. Findings: The results evidence a steep increase in the number of publications addressing Management Systems Certification benefits, that mainly originate from Europe (48%) and East Asia and Pacific (23%), with Spain as the leading country (accounting for 14% of the total number of articles published between 1996 and April 2017). Journal of Cleaner Production (Environmental Management System Certification) and Total Quality Management and Business Excellence journal (Quality Management Systems Certification) are the leading journals for disseminating

Management system certification benefits: where do we stand?

Energy Technology Data Exchange (ETDEWEB)

Fonseca, Luis Miguel Ciravegna Martins da; Domingues, José Pedro; Machado, Pilar Baylina; Calderón, Mario

2017-07-01

The implementation and certification of Management Systems International Standards, such as ISO 9001 and ISO 14001, achieved a high international recognition, with more than 1 million organizations with their Quality Management Systems certified worldwide. Researchers have been paying considerable attention to this theme and the number of published articles has robustly grown. Although on an overall basis, the research results support the existence of positive impacts on the adoption and certification of these International Standards, there are various inconsistencies and contradictory results, leading to some controversy over its impacts for organizations. This study aims to bring a longitudinal time perspective to this area of research, analyzing the articles published since 1996, on the benefits of Management Systems Certification. A longitudinal perspective of countries of authors origin, keywords and journals is presented, complemented with an evaluation of the research results. Design/methodology/approach: A Bibliometric Study supported the research, with data collected from Web of Science, SCOPUS, and Research Gate data bases. Following the detailed analysis of the journal titles, articles abstracts and their full content, an evaluation scale was adopted to assess if the results support the existence of a positive relationship between Management System Certification and economic, financial or stakeholder results. Findings: The results evidence a steep increase in the number of publications addressing Management Systems Certification benefits, that mainly originate from Europe (48%) and East Asia and Pacific (23%), with Spain as the leading country (accounting for 14% of the total number of articles published between 1996 and April 2017). Journal of Cleaner Production (Environmental Management System Certification) and Total Quality Management and Business Excellence journal (Quality Management Systems Certification) are the leading journals for disseminating

Headquarters Air Force Material Command Customer Relationship Management

National Research Council Canada - National Science Library

Sullivan, Christopher B

2006-01-01

.... Specifically, this project sought to answer how customer relationship management (CRM) initiatives varied in the private and public sectors, and to determine an appropriate means of capturing and measuring this type of data...

Software-Enabled Project Management Techniques and Their Relationship to the Triple Constraints

Science.gov (United States)

Elleh, Festus U.

2013-01-01

This study investigated the relationship between software-enabled project management techniques and the triple constraints (time, cost, and scope). There was the dearth of academic literature that focused on the relationship between software-enabled project management techniques and the triple constraints (time, cost, and scope). Based on the gap…

Relationship between islamic human resources management (IHRM practices and trust: An empirical study

Directory of Open Access Journals (Sweden)

Nik Mutasim Nik Ab. Rahman

2013-09-01

Full Text Available Purpose: The purpose of this study is to explore and examines the theoretical frameworks of Islamic human resource management practices and trust in organization. Additionally, to investigate the extent to which Islamic HRM practices inspire and revival employees trust in organization.Design/methodology/approach: This study comprised sample of 236 Islamic Bank employees in Bangladesh. A cross-sectional research design was used to examine the relationship between Islamic Human Resource Management practices and trust. Data were gathered based on personal administered questionnaire.Findings and Originality/value: This study results show that knowledge, understanding and practices of Islamic principles, recruitment and selection, training and development, and reward system significantly related to the trust. But performance appraisal are found have insignificant relationship.Research limitations/implications: The data for this study are collected by self-administered questionnaire, a method with well-known shortcomings. Second, this study concentrated on the Islamic bank employees in Bangladesh.Practical implications: An important implication of this research is that the interesting findings give some insight to the management of Islamic bank to focus on improving Islamic Human Resource Management practices, in their all kind of management, as that could improve their trust in the bank.Originality/value: The findings are original and unique and are based on the literature from different researches. The results are based on a sample of Islamic Bank employees in Bangladesh. The research findings are useful to academics and management of Islamic bank all over the world.

Relationships between core factors of knowledge management in hospital nursing organisations and outcomes of nursing performance.

Science.gov (United States)

Lee, Eun Ju; Kim, Hong Soon; Kim, Hye Young

2014-12-01

The study was conducted to investigate the levels of implementation of knowledge management and outcomes of nursing performance, to examine the relationships between core knowledge management factors and nursing performance outcomes and to identify core knowledge management factors affecting these outcomes. Effective knowledge management is very important to achieve strong organisational performance. The success or failure of knowledge management depends on how effectively an organisation's members share and use their knowledge. Because knowledge management plays a key role in enhancing nursing performance, identifying the core factors and investigating the level of knowledge management in a given hospital are priorities to ensure a high quality of nursing for patients. The study employed a descriptive research procedure. The study sample consisted of 192 nurses registered in three large healthcare organisations in South Korea. The variables demographic characteristics, implementation of core knowledge management factors and outcomes of nursing performance were examined and analysed in this study. The relationships between the core knowledge management factors and outcomes of nursing performance as well as the factors affecting the performance outcomes were investigated. A knowledge-sharing culture and organisational learning were found to be core factors affecting nursing performance. The study results provide basic data that can be used to formulate effective knowledge management strategies for enhancing nursing performance in hospital nursing organisations. In particular, prioritising the adoption of a knowledge-sharing culture and organisational learning in knowledge management systems might be one method for organisations to more effectively manage their knowledge resources and thus to enhance the outcomes of nursing performance and achieve greater business competitiveness. The study results can contribute to the development of effective and efficient

The relationship between managers' leadership styles and emergency medical technicians' job satisfaction.

Science.gov (United States)

Ghorbanian, Azimeh; Bahadori, Mohammadkarim; Nejati, Mostafa

2012-01-01

Leadership plays a crucial role in many professions, especially in challenging positions such as emergency medical service jobs. The purpose of this study was to explore the relationship between managers' leadership styles and emergency medical technicians' job satisfaction. This is a descriptive and cross-sectional study that was carried out in 2010. The research population included 21 managers and 87 emergency medical technicians working in 23 stations in Isfahan city, Iran. The main tools used for data accumulation were the Multiple Leadership Questionnaire for evaluating leadership styles and the Job Descriptive Index for measuring job satisfaction levels. Also, the Pearson correlation analysis test was used to evaluate the relationship between leadership style and job satisfaction. Among both managers and technicians, the highest mean score related to the transformational management style, whereas the lowest mean score related to the laissez-faire management style. Moreover, a significant relationship (Pleadership styles and job satisfaction. However, no significant relationship was observed between the laissez-faire management style and job satisfaction. Considering the importance of job satisfaction in medical emergencies, it is recommended that health sector policy makers should provide the groundwork for implementing the transformational leadership style to enhance job satisfaction of the medical emergency staff.

ANALISIS PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP KEPUASAN PELANGGAN PADA PT TELKOMSEL DI MAKASSAR

OpenAIRE

ANANDA, RACHMA RESKY

2015-01-01

2015 Analisis Pengaruh Customer Relationship Management Terhadap Kepuasan Pelanggan Pada PT Telkomsel di Makassar Analysis of Customer Relationship Management Influence to Customer Satisfaction at PT Telkomsel in Makassar Rachma Resky Ananda Muh. Asdar Yansor Djaya Tujuan dari penelitian ini adalah untuk menganalisis pengaruh Customer Relationship (continuity marketing, one to one marketing dan partnering atau co-marketing) terhadap k...

Materiel management and radiology: building a teamwork relationship.

Science.gov (United States)

Burke, M D; Cirino, J C

1991-01-01

Mr. Burke and Mr. Cirino explain how a teamwork relationship between radiology and materiel management can serve both well--radiology can continually strive to provide high quality diagnostic data and superior patient care, while materiel management can provide a continuous flow of supplies and services, keep inventory investment low, and develop a competent supplier base. Effective communication is the necessary element that will allow each to achieve its respective goals.

Key Supplier Relationship Management: The Case of Croatian Medium-Sized and Large Manufacturing Companies

Directory of Open Access Journals (Sweden)

Dario Miočević

2011-06-01

Full Text Available The key supplier relationship management represents a vital organizational process. Companies should pay attention not only to managing customer relationships but also to managing relationships with suppliers in order to perform well. They should identify the extent to which a certain supplier adds value through the procurement process. In this line of reasoning, both theory and practice make a distinction between strategic (key and non-strategic (transactional suppliers. By employing the segmentation of the supply market, companies balance their supplier portfolio and are capable of identifying the key suppliers. They can also develop specific programs and initiatives that are aimed at preserving these relationships. In the empirical part of the paper, a survey was conducted on a sample of 123 medium-sized and large Croatian manufacturing companies. The structural model involving the relationship between the key supplier relationship management and value-oriented purchasing was tested. The results indicate that there is a statistically direct, positive and significant relationship between these two constructs. Likewise, the results stress that a theoretical conceptualization and operationalization of the key supplier relationship management construct is both valid and justified. Finally, the theoretical and practical implications and limitations of this study are offered.

Customer relationship management in the agricultural machinery market

Directory of Open Access Journals (Sweden)

Amanda Letícia Pit Nunes

Full Text Available ABSTRACT: Customer Relationship Management can be regarded as a business approach. The objective was to know the customers, meet their expectations, and thus build customer loyalty. Although, the agricultural sector makes significant economic contributions to the Brazilian market and induces sharp competition among its companies, a huge opportunity still presents itself for the diffusion and implementation of CRM in the agricultural machinery sector. This study aimed to highlight the importance of customer management, by introducing the customer relationship management (CRM concept. This is possible in the event of reselling agricultural machines, with the intention of retaining the customers and raising the profitability of these companies. It is necessary to understand CRM as more than a mere a concept or a tool. It is a business strategy, an endeavor that must be endorsed by the entire company. The concessionaire must be perceived as greater than a mere reseller. It is to be viewed rather as a problem solver, as one who offers services that are high in quality and meet client specifics.

Using nurse managers' perceptions to guide new graduates toward positive nurse relationships.

Science.gov (United States)

Moore, Linda Weaver; Sublett, Cynthia; Leahy, Cathy; Bradley, Jennifer M

One of the greatest challenges new graduates confront when transitioning to practice is establishing positive relationships with experienced nurses. Nursing faculty must prepare graduates for this challenge. However, nursing faculty are often removed from everyday practice and must rely on the perceptions of those entrenched in practice in order to ground teaching endeavors in authenticity. Nurse managers are well positioned to provide knowledgeable insights to nursing faculty regarding nurse relationships. The purpose of this qualitative, descriptive study was to explore nurse managers' perceptions regarding new graduates' relationships with more experienced nurses. Researcher-participant audiotaped interviews were conducted with 13 nurse managers. A content analysis revealed that all participants believed nurse relationships were significant, that factors such as perceived inequities and stressful occurrences triggered poor relationships, that new graduates were often targeted for negative relationships, and that reasons for targeting of new graduates included prolonged dependence on experienced nurses and either over or under confidence of the new graduate. Providing a supportive, protective environment and hiring practices that promote team unity were posed as strategies that could help to prevent targeting of new graduates. Findings provide real-life, practice based information that can underpin nurse educators' teaching regarding nurse relationships and relationship building. Copyright © 2017 Elsevier Inc. All rights reserved.

The relationship between emotional intelligence and stress management

Directory of Open Access Journals (Sweden)

Saras Ramesar

2009-05-01

Full Text Available Regardless of where one lives in the world, one cannot escape three defi ning forces of our time: globalisation, the information revolution and the speed of change (Cascio, 2001. To ensure continued organisational performance and to maintain the competitive advantage, organisations must therefore constantly implement changes in strategy, structure, process and culture (Higgs, 2002; Langley, 2000. Goleman (1998 proposes a solution of self-awareness as a key skill in handling stress, thereby indicating that a lack of emotional intelligence in such an unstable environment means possible failure that can impact on everyone’s future. The general aim of this research was to determine whether there is a relationship between emotional intelligence and stress management in a group of managers. This was done through a quantitative study of the relationship between stress management and emotional intelligence. These constructs were operationalised by means of a combination of scales present in the Feelings and Emotions domain of the Occupational Personality Questionnaire (OPQ32i and the Emotional Quotient Inventory (Bar-On EQ-i. The correlation and regression results seem to indicate that stress management (the ability to cope with stress is a component of emotional intelligence, while stress can be either an input or an outflow of emotional intelligence or the lack thereof.

Social customer relationship management: taking advantage of Web 2.0 and Big Data technologies.

Science.gov (United States)

Orenga-Roglá, Sergio; Chalmeta, Ricardo

2016-01-01

The emergence of Web 2.0 and Big Data technologies has allowed a new customer relationship strategy based on interactivity and collaboration called Social Customer Relationship Management (Social CRM) to be created. This enhances customer engagement and satisfaction. The implementation of Social CRM is a complex task that involves different organisational, human and technological aspects. However, there is a lack of methodologies to assist companies in these processes. This paper shows a novel methodology that helps companies to implement Social CRM, taking into account different aspects such as social customer strategy, the Social CRM performance measurement system, the Social CRM business processes, or the Social CRM computer system. The methodology was applied to one company in order to validate and refine it.

Management of functional disturbances of the stomatognathic system

International Nuclear Information System (INIS)

Piehslinger, E.

2001-01-01

In the management of functional disturbances of the stomatognathic system symptomatic and causal therapeutic methods can be distinguished. Symptomatic therapy encompasses medication, physical methods (heat, cold, radiation, TENS) in combination with physiotherapy and emergency splint. After one or two weeks of symptomatic therapy the patient should be free of pain allowing precise diagnostic procedures followed by causal therapy managing muscular problems, joint pathology and occlusal disturbances. Splint therapy is used to establish a therapeutic joint position according to articulator mounting. After splint therapy prosthodontic and/or orthodontic treatment is needed to restore occlusion. Interdisciplinary management in the therapy of functional disturbances of the stomatognathic system is of utmost importance due to the relationship between chewing muscles, neck muscles and body posture. In addition to splint therapy, physiotherapy, logopedic therapy, myofunctional therapy, psychologic and psychiatric intervention is performed. (orig.) [de

Use of the ADAMO data management system within ALEPH

International Nuclear Information System (INIS)

Qian, Z.; Tang, S.; Zhao, W.; Brazioli, R.; Putzer, A.; Fantechi, R.

1987-01-01

ADAMO is a data management system for defining data and manipulating them from FORTRAN programs. A form of the Entity-Relationship (ER) model and the data flow diagrams of structured analysis have been combined to provide a system suited to algorithmic work. The FORTRAN interface consists of calls to a subroutine package with a few data manipulation primitives. Data items are visible in variables carrying meaningful names; the code is compact and readable. The ER data structures, mapped onto tables, are compatible with a relational data base management system. Tools have been written to copy tables to and from a relational data base. The system has been used for several applications in the fields of event simulations and reconstruction, online systems, detector description, support tools and packages. (orig.)

The relationship between supply chain management and competitiveness

Directory of Open Access Journals (Sweden)

Sandra Yesenia Pinzón Castro

2016-02-01

Therefore, the essential objective of this paper is to analyze the relationship between supply chain management and the competitiveness of small and mediumsized enterprises, using for it a sample of 305 firms of the Aguascalientes State. The obtained results show that supply chain management has a positive influence in competitiveness level, as well as in the financial performance, cost reduction and the use of technology of the small and medium-sized enterprises.

Talent Relationship Management in Practice - Myth or Reality?

OpenAIRE

Kroj, Linda

2016-01-01

The world of organizations and their human resource management is changing. Challenges such as demographic development, the increasing transparency of the labor market and a continuous shift from manual labor to mental work intensifies the talent shortage, especially in times of high unemployment. Accordingly, organizations are searching for methods to face these challenges in the long term. One such approach is talent relationship management (TRM), as a recruiting approach to obtain qualifie...

Maintenance management systems

International Nuclear Information System (INIS)

Rohan, M. de

1989-01-01

This paper is concerned principally with Maintenance Management systems and their effective introduction into organisations. Maintenance improvement is basically a problem of managing the maintenance department in the broadest sense. Improvement does not only lie in the area of special techniques, systems or procedures; although they are valuable tools, but rather in a balanced attack, carefully guided by management. Over recent years, maintenance systems have received the major emphasis and in many instances the selection of the system has become a pre-occupation, whereas the importance of each maintenance function must be recognised and good management practices applied to all maintenance activities. The ingredients for success in the implementation of maintenance management systems are summarised as: having a management committee, clear objectives, project approach using project management techniques and an enthusiastic leader, user managed and data processing supported project, realistic budget and an understanding of the financial audit requirements. (author)

The impact of staff case manager-case management supervisor relationship on job satisfaction and retention of RN case managers.

Science.gov (United States)

Hogan, Tierney D

2005-01-01

A positive relationship between staff RN case managers and their case management supervisor significantly impacts job satisfaction and retention in case managers. Literature review supports the premise that staff need to trust their supervisor and that there is a connection between this trust and job satisfaction. Staff case managers need to have a voice at work and feel empowered, and a supervisor's leadership style can influence job satisfaction and retention in their staff.

Impact Of Customer Relationship Management On Customer Retention A Case Of Private Banks Of Sialkot Punjab

Directory of Open Access Journals (Sweden)

Nayab Bashir

2017-08-01

Full Text Available Customer relationship management is good for banking sector to increase in any economic condition and for customers to receive quality services This research check the impact of customer relationship management activities on banks customer retention in Sialkot Punjab. For the purpose of study a sampling analysis was conducted among 330 customers of selected private banks that is Habib Bank limited United Bank limited Faysal Bank limited with the help of a structured questionnaire. 316 questionnaires were usable. Statistical answers give support on the high positive relationship between customer relationship management CRM and customer satisfaction. This study exposed that there is a important positive relationship among the variables. This study exposes that the suitable execution of CRM will increases the number of customer satisfaction or make long term healthy relations with the current or potential customers through managing information or improve the performance of services that assist customer retention. Acronyms CRM Customer relationship management CS Customer satisfaction CR Customer retention Abbreviations Customer relationship management

customer satisfaction, customer relationship management, Fuzzy Delphi, system dynamics.

OpenAIRE

Habib A. Mirghafoori; Ali Morovati Sharifabadi; Ensiyeh Taki

2016-01-01

This paper investigates the factors which are affecting customers satisfaction of Mobarake steel complex . Since there is a wide rang of factors affecting customer satisfaction,this paper pays attention to those factors which have CRM approach. The investigation society of the research is the marketing experts of Moabarake steel complex who have direct relationship with customers.At first, the factors were identified by experts using Fuzzy Delphi method and then the relationship between facto...

MODEL OF THE QUALITY MANAGEMENT SYSTEM OF A MACHINE TOOL COMPANY

Directory of Open Access Journals (Sweden)

Катерина Вікторівна КОЛЕСНІКОВА

2016-02-01

Full Text Available Development of models and methods such that would improve the competitive position of enterprises by improving management processes is an important task of project management. Lack of project management within the information technology and continuous improvement of methods for the management of the environment, interaction, community, value and trust, based on the strategic objectives of enterprises and based on models that take into account the relationship of the system, resulting in significant material and resource costs. In the current work the improvement of the quality management system machine-tool company HC MIKRON® and proved that the introduction of new processes critical analysis requirements for products, support processes of the products to consumers and enterprises in the formation of a system of responsibility, division of responsibilities and reporting (according to ISO 9001: 2009 is an important scientific and reasonable step to improve the level of technological maturity and structural modernization of enterprise management. For the improved structure of the analysis model and test the properties of ergodicity, as a condition of efficiency, a new quality management system.

Bridge Management Systems

DEFF Research Database (Denmark)

Thoft-Christensen, Palle

In this paper bridge management systems are discussed with special emphasis on management systems for reinforced concrete bridges. Management systems for prestressed concrete bridges, steel bridges, or composite bridges can be developed in a similar way....

Goal-Function Tree Modeling for Systems Engineering and Fault Management

Science.gov (United States)

Johnson, Stephen B.; Breckenridge, Jonathan T.

2013-01-01

The draft NASA Fault Management (FM) Handbook (2012) states that Fault Management (FM) is a "part of systems engineering", and that it "demands a system-level perspective" (NASAHDBK- 1002, 7). What, exactly, is the relationship between systems engineering and FM? To NASA, systems engineering (SE) is "the art and science of developing an operable system capable of meeting requirements within often opposed constraints" (NASA/SP-2007-6105, 3). Systems engineering starts with the elucidation and development of requirements, which set the goals that the system is to achieve. To achieve these goals, the systems engineer typically defines functions, and the functions in turn are the basis for design trades to determine the best means to perform the functions. System Health Management (SHM), by contrast, defines "the capabilities of a system that preserve the system's ability to function as intended" (Johnson et al., 2011, 3). Fault Management, in turn, is the operational subset of SHM, which detects current or future failures, and takes operational measures to prevent or respond to these failures. Failure, in turn, is the "unacceptable performance of intended function." (Johnson 2011, 605) Thus the relationship of SE to FM is that SE defines the functions and the design to perform those functions to meet system goals and requirements, while FM detects the inability to perform those functions and takes action. SHM and FM are in essence "the dark side" of SE. For every function to be performed (SE), there is the possibility that it is not successfully performed (SHM); FM defines the means to operationally detect and respond to this lack of success. We can also describe this in terms of goals: for every goal to be achieved, there is the possibility that it is not achieved; FM defines the means to operationally detect and respond to this inability to achieve the goal. This brief description of relationships between SE, SHM, and FM provide hints to a modeling approach to

Relationship between Communication Competence and Conflict Management Styles of School Principals

Science.gov (United States)

Uzun, Tevfik; Ayik, Ahmet

2017-01-01

Purpose: Determining the relationship between communication competence and conflict management styles of school principals, according to teacher perceptions, is important for school principals to effectively manage and foster a positive school environment. Conflicts are inevitable in all types of schools. Managing conflicts and maintaining…

Relationships between Talent Management and Organizational Performance: The Role of Climate for Creativity

Directory of Open Access Journals (Sweden)

Tomasz Ingram

2016-09-01

Full Text Available Objective: The objective of this paper is to explore the role of climate for creativity in mediating relationships between talent management and organizational performance. Research Design & Methods: A model relating talent management, organizational performance and climate for creativity was tested using structural equation modelling Based and data from 326 large organizations in Poland. It allowed the verification of two formulated hypotheses. Findings: Research results reveal that talent management is a three-dimensional construct (dimensions are: strategic, structural and ideological while climate for creativity and organizational performance are both unidimensional constructs. Results indicate that climate for creativity mediates the relationships between the dimensions of talent management and organizational performance. Implications & Recommendations: Research findings suggest that in order to enable organizations to achieve high performance through talent management it should focus on creating an appropriate climate supporting individual creativity of its employees. Contribution & Value Added: The originality of this work lies in studying unexplored relationships between talent management policies and organizational performance with the mediating role of climate for creativity. It is the first attempt to assess these relationships on the basis of empirical data in Poland.

Measuring Satisfaction in the Program Manager, Procuring Contracting Officer Relationship

Science.gov (United States)

1997-12-01

Contracting Officer) and one of her customers (a U. S. Navy Program Manager ). From an examination of this relationship , the most appropriate criteria... Customer Satisfaction, Performance Measurement, Metrics, Contracting, Program Management 17. SECURITY CLASSIFICATION OF REPORT Unclassified...methodology for developing an instrument to measure the satisfaction of their customers , Navy Program Managers . The purpose of this thesis was to develop

Maintenance and management system

International Nuclear Information System (INIS)

Ando, Yasumasa.

1992-01-01

Since highly reliable operation is required in a nuclear power plant, monitoring during operation and periodical inspection are conducted carefully. The present invention provides maintenance and management systems for providing an aid so that these systems are combined effectively and operated rationally based on unified information management. That is, the system contains data bases comprising information for the design of the equipments and pipelines of a plant, information for the exchange of equipment parts, information for the history of plant operation, information for the monitoring and inspection, and information for the management of repair operation. In addition, it has an equipment part history management sub-system for managing equipment part exchange information, an operation history management sub-system for managing the operation state of the plant, an operation history management sub-system for managing equipment monitoring inspection data and operation management sub-system for managing periodical inspection/ repairing operation. These sub-systems are collectively combined to manage the maintenance and management jobs of the plant unitarily. (I.S.)

customer relationship management and performance in the paint

African Journals Online (AJOL)

CIU

2000-05-05

May 5, 2000 ... engender high level of customer loyalty on organizational products in meeting the ... Key words: Customer relationship management, Performance, ... contact, commitment and after-sales service. ... also explain that by increasing customersatisfaction, customer .... To increase the market share, organizations.

Studying the electronic customer relationship management and its ...

African Journals Online (AJOL)

... was returned after distributing of 80 samples. Hypotheses of research have been analyzed using spss software and Spearman correlation test. The results prove all hypotheses of research. Keywords: Electronic Banking, Service Quality, Customer Satisfaction, Management of. Relationship with Customer, Commitment ...

Moderating impact of tourism relationship management dimensions on tourism service quality, tourist satisfaction and destination loyalty

Directory of Open Access Journals (Sweden)

Arup Kumar Baksi

2014-04-01

Full Text Available This study attempts to assess the moderating impact of recently introduced tourist relationship management (TRM framework on service quality perception-tourist satisfaction-destination loyalty link. Tourist relationship management framework draws inspiration from customer relationship management (CRM model with validated addition of dimensions compatible to tourism dynamics. The study, carried out in Santiniketan, India, confirmed moderating impact of dimensional performance of tourist relationship management on perceived tourism service quality-tourist satisfaction-destination loyalty link.

Examination of the relationship between management and clinician perception of patient safety climate and patient satisfaction.

Science.gov (United States)

Mazurenko, Olena; Richter, Jason; Kazley, Abby Swanson; Ford, Eric

2017-04-25

The aim of this study was to explore the relationship between managers and clinicians' agreement on deeming the patient safety climate as high or low and the patients' satisfaction with those organizations. We used two secondary data sets: the Hospital Survey on Patient Safety Culture (2012) and the Hospital Consumer Assessment of Healthcare Providers and Systems (2012). We used ordinary least squares regressions to analyze the relationship between the extent of agreement between managers and clinicians' perceptions of safety climate in relationship to patient satisfaction. The dependent variables were four Hospital Consumer Assessment of Healthcare Providers and Systems patient satisfaction scores: communication with nurses, communication with doctors, communication about medicines, and discharge information. The main independent variables were four groups that were formed based on the extent of managers and clinicians' agreement on four patient safety climate domains: communication openness, feedback and communication about errors, teamwork within units, and teamwork across units. After controlling for hospital and market-level characteristics, we found that patient satisfaction was significantly higher if managers and clinicians reported that patient safety climate is high or if only clinicians perceived the climate as high. Specifically, manager and clinician agreement on high levels of communication openness (β = 2.25, p = .01; β = 2.46, p = .05), feedback and communication about errors (β = 3.0, p = .001; β = 2.89, p = .01), and teamwork across units (β = 2.91, p = .001; β = 3.34, p = .01) was positively and significantly associated with patient satisfaction with discharge information and communication about medication. In addition, more favorable perceptions about patient safety climate by clinicians only yielded similar findings. Organizations should measure and examine patient safety climate from multiple perspectives and be aware that individuals

Historical Relationships Between Research and Resource Management in the Apalachicola River Estuary.

Science.gov (United States)

Livingston, Robert J

1991-11-01

further complicate the biological relationships of the Apalachicola system. The management of a river-dominated estuary should be based on protection and control of freshwater sources, nutrients, and organic matter with a minimization of physical alterations that often lead to increased salinity stratification and the associated loss of the nursery function of the estuary. There is growing evidence that changes in upland characteristics and within-system habitat alterations are associated with changes in nutrient distributions and salinity relationships and that such changes can have serious impacts on estuarine systems. Issues involving basic changes in estuarine productivity and associated food webs are far more important than those involving species diversity in the management of such resources. Processes such as nutrient flow and salinity alteration underlie the very basis of estuarine productivity and usefulness. Over the past decade, there has been a gradual reduction in the importance of research as an integral part of the planning and management process in the Apalachicola system. This regional trend follows a national pattern. Dredging effects on the river and bay have gone on without effective challenge even though such activities are damaging productive habitats of the system. The once influential Apalachicola oyster fishery remains in disarray following a series of natural disasters and poor management practices. There is a growing problem with the deliberate obstruction of the generation and use of scientific data to determine management policies by various state and federal agencies. The substitution of public relations activities for the development of needed scientific information concerning factors such as the importance of sustained freshwater input to estuaries is further evidence that even the most elaborate and well-conceived management plans can be reversed by political manipulations and short-sighted bureaucratic policies. © 1991 by the Ecological

Human-Nature Relationship in Mediterranean Streams: Integrating Different Types of Knowledge to Improve Water Management

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Carla Gonzalez

2009-12-01

Full Text Available The social and ecological systems of Mediterranean streams are intrinsically linked as a result of long human occupation. In this region, these links vary greatly across small distances due to geomorphology, resulting in great diversity across space, which poses particular challenges for understanding and managing these systems. This demands (i interdisciplinary integration of knowledge that focuses on the social-ecological interactions, while according due consideration to the whole; and also (ii transdisciplinary integration, integrating lay and expert knowledge to understand local specificities. To address these needs - a focus on interactions and local knowledge - the research presented here studies the human-nature relationship in Mediterranean streams. Its main objective is to improve understanding of Mediterranean streams, but it also provides practical inputs to enhance local-level management. The study adopts an applied approach from the perspective of natural resources management. A case study was developed conducting field work on streams within the Natura 2000 site of Monfurado, Portugal - a mainly privately owned area with conflicting land uses between conservation and farming. Rivers and streams in Portugal are considered to be in very bad condition, particularly with regard to water quality. The experimental design was based, from a critical realism perspective of inter- and trans-disciplinarity, on the complementarities between methodologies from (i the social sciences: value survey and analysis of discourse; and (ii the natural sciences: biomonitoring and integrity biotic indexes. Results characterized the connected systems from both ecological and social points of view. They also characterized the relationship between both dimensions. We concluded that well-established riparian vegetation cover of streams is a key structural element of the human-nature relationship in the Mediterranean streams of Monfurado at several levels

Model Pengukuran Kinerja Customer Relationship Management dalam Industri Perbankan

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Freddy Simbolon

2014-05-01

Full Text Available High competition in the banking industry requires the banking industry to properly manage relationships with customers, as it is known as Customer Relationship Management (CRM. CRM applications will become effective when supported by information technology. Investment in information technology is not a small investment, because the higher the information technology, the greater the value of the investment. This study aims to obtain a model of CRM performance measurement in the banking industry efficiently and effective. The method in this study uses descriptive analytical method, while the results obtained in this study is a CRM Scorecard. CRM Scorecard is one of the approach models that correctly measure the performance of CRM, which is based on information technology. Through CRM Scorecard approach, information technology investment in CRM is no longer seen as a cost center, but seen to be a profit center, because the company can manage customers efficiently and effectively in order to enhance shareholder value in the future.

Consumer and case manager perspectives of service empowerment: relationship to mental health recovery.

Science.gov (United States)

Crane-Ross, Dushka; Lutz, Wilma J; Roth, Dee

2006-04-01

This study examines the relationship between service empowerment and recovery. Service empowerment is defined as the extent to which consumers participate in service decisions and the level of reciprocity and respect within the relationship with their case managers. Assessments were made from two perspectives: consumers and their case managers. Structural equation models were developed to examine the direct and indirect effects of service empowerment on four recovery outcomes: Quality of Life, Level of Functioning, Consumer-Reported Symptomatology, and Case Manager-Reported Symptomatology. Consumers' perceptions of service empowerment were the most powerful predictor of recovery outcomes across the four models. Consumers' and case managers' perceptions were related but the magnitude of the relationship was small, indicating that considerable differences exist between their perceptions of service empowerment.

Small supermarket management system

Institute of Scientific and Technical Information of China (English)

曹正

2016-01-01

This system USES the Java language in the MyEclipse platform development tool, SQL2005 as the database platform for data and data, the SQL2005 required for the user operating system. It mainly implements the daily management of goods, including purchase management, inventory management, sales management, personnel management and supplier management. The system can also complete the functions of browsing, querying, adding, deleting and modifying relevant information. This topic is the core of the stock management, inventory management and sales management, at the same time, the system also has the full user management and permissions management function..

A relationship-management assessment tool: questioning, identifying, and prioritizing critical aspects of customer relationships

NARCIS (Netherlands)

Lindgreen, A.; Palmer, R.; Vanhamme, J.; Wouters, J.P.M.

2006-01-01

Abstract With customer-relationship management (CRM) no longer a buzzword among trendsetters, organizations in all types of industries initially rushed to embrace it. Although a seductively attractive concept, the implementation of CRM proved difficult, however, and organizations are struggling with

The integration of marketing problem-solving modes and marketing management support systems

NARCIS (Netherlands)

B. Wierenga (Berend); G.H. van Bruggen (Gerrit)

1997-01-01

textabstractFocuses on the issue of problem solving in marketing and develops a classification of marketing problem-solving modes (MPSMs). Typology of MPSMs; Relationship among MPSMs; Marketing management support systems.

The Relationship between Cost Leadership Strategy, Total Quality Management Applications and Financial Performance

OpenAIRE

Ali KURT; Cemal ZEHİR

2016-01-01

Firms need to implement some competition strategies and total quality management applications to overcome the fierce competition among others. The purpose of this study is to show the relationship between cost leadership strategy, total quality management applications and firms’ financial performance with literature review and empirical analysis. 449 questionnaires were conducted to the managers of 142 big firms. The data gathered was assessed with AMOS. As a result, the relationship between ...

Management system certification benefits: where do we stand?

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Luis Miguel Ciravegna Martins da Fonseca

2017-09-01

Full Text Available Purpose: The implementation and certification of Management Systems International Standards, such as ISO 9001 and ISO 14001, achieved a high international recognition, with more than 1 million organizations with their Quality Management Systems certified worldwide. Researchers have been paying considerable attention to this theme and the number of published articles has robustly growth. Although, on an overall basis, the research results support the existence of positive impacts on the use and certification of these International Standards, there are various inconsistency and contradictory results, leading to some controversy over its impacts for organizations. This study aims to bring a longitudinal time perspective to this area of research, analyzing the articles published since 1996, on the benefits of Management Systems Certification. A longitudinal perspective of countries of authors origin, keywords and journals is presented, complemented with an evaluation of the research results. Design/methodology/approach: The research was supported with a Bibliometric Study, with data collected from Web of Science, SCOPUS, and Research Gate data bases. Following the detailed analysis of the journal titles, articles abstracts and their full content, an evaluation scale was applied to access if the results support the existence of a positive relationship between MSC and economic, financial or stakeholder results. Findings: The results evidence a steep increase in the number of publications addressing Management Systems Certification benefits, that mainly originate from Europe (48% and East Asia and Pacific (23%, with Spain as the clear leading country accounting (43% of the total number of articles published between 1996 and April 2017. Journal of Cleaner Production (EMSC and Total Quality Management and Business Excellence journal (QMSC are the leading journals for disseminating the research and the most used keywords are “Quality/Environment”, �

Separation – integration – and now …? - An historical perspective on the relationship between German management accounting and financial accounting

OpenAIRE

Brandau, M.; Endenich, C.; Luther, R.; Trapp, R.

2017-01-01

German accounting has traditionally followed a dual ledger approach with strictly separated internal cost accounting, as the basis for management information, and external financial accounting focusing on creditor protection and based on the commercial law. However, the increased adoption of integrated accounting system implies a significant change in the relationship between financial and management accounting systems. We use Hegelian dialectic to trace the historical development of German a...

A Study on the Satisfaction of the Employees in the Internal Customer Relationship Management

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Yavuz Demirel

2008-06-01

Full Text Available In this study, the factors that affect the satisfaction of the workers in the Internal Customer Relationship Management (IntCRM in a X manufacturing-industry operation that has a leading role in the white-goods sector in Turkey are studied. In this context, the direction of the relationships among the dimensions of the Internal Customer Relationship Management (internal customer satisfaction, effective management, internal customer-focused culture and attitude, technological competence, cooperation and communication is examined. The study also deals with the relationship between the socio-demographic characteristics of the workers and internal customer satisfaction dimension, as well as the relationship between socio-demographic characteristics of the workers and cooperation/communication dimension in detail. Additionally, the question whether internal customer satisfaction level varies in accordance with the management style is settled. Besides, various suggestions for the internal customer satisfaction have been made, putting forward the factors that are effective in the internal customer (workers satisfaction

Relationship between total quality management, critical paths, and outcomes management.

Science.gov (United States)

Lynn, P A

1996-09-01

Total quality management (TQM), clinical paths, and outcomes management are high-profile strategies in today's health care environment. Each strategy is distinct, yet there are interrelationships among them. TQM supports a customer-focused organizational culture, providing tools and techniques to identify and solve problems. Clinical paths are tools for enhancing patient care coordination and for identifying system-wide and patient population specific issues. Outcomes management is an integrated system for measuring the results in patient populations over time. There is a recent shift in outcomes measurement towards expanding both the nature of the outcomes examined and the timeframes in which they are studied.

Shared Management Information in Buyer/Supplier Relationships: Its Usefulness and its Influence on Continuity Expectations

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Juan Manuel Ramón Jerónimo

2007-12-01

Full Text Available This paper is focused on the effect that the exchange of management information has on client and/or supplier relationships. Moreover, this study extends the concept of the usefulness of management control information to inter-organizational relationships, analysing how the scope of such information affects continuity expectations, and how these in turn influence opportunistic behaviour and the mutual adaptation of production systems. The data was gathered from 104 purchasing and 90 sales managers of equipment manufacturers on the nature of their respective relationships with their suppliers/ clients. The results confirm that the use of broad-scope management control information sharing in buyer-supplier relationships increases continuity expectations and reduces opportunistic behaviour.El objetivo de este trabajo es analizar el efecto que ejerce el intercambio de información de gestión sobre las relaciones con clientes y/o proveedores. Para ello, se extiende el concepto de la utilidad de información de control de gestión a las relaciones ínter-organizativas, analizando cómo su contenido afecta a las expectativas de continuidad y éstas a su vez influyen en el comportamiento oportunista y en la adaptación mutua de sistemas de producción. Los datos analizados se han obtenido de las relaciones entre 104 directores de compras y 90 directores de ventas de empresas industriales con sus proveedores y clientes. Los resultados confirman que utilizar información compartida de control de gestión con un contenido más amplio en las relaciones compredor/proveedor favorece la creación de expectativas de continuidad y reduce comportamientos oportunistas.

Examining the Relationship between Safety Management System Implementation and Safety Culture in Collegiate Flight Schools

Science.gov (United States)

Robertson, Mike Fuller

2017-01-01

Safety Management Systems (SMS) are becoming the industry standard for safety management throughout the aviation industry. As the Federal Aviation Administration (FAA) continues to mandate SMS for different segments, the assessment of an organization's safety culture becomes more important. An SMS can facilitate the development of a strong…

A study of relationship between emotional intelligence and innovative work behavior of managers

Directory of Open Access Journals (Sweden)

Mohammad Reza Shojaei

2014-07-01

Full Text Available This paper studies the relationship between emotional intelligence and its components, self-awareness, self-management, social-awareness and relationship-management, with managers’ innovative work behavior. The research statistical population includes 100 managers of private bank branches in the city of Tehran selected with the random sampling method. The research type is descriptive-correlation. The tool for data aggregation is comprised of two questionnaires of emotional intelligence by Bradberry and Greaves (2006 [Bradberry, T., & Greaves, J. (2006. The emotional intelligence quick book: Everything you need to know to put your EQ to work. Simon and Schuster.] and innovative work behavior based on the studies of Janssen (2000 [Janssen, O. (2000. Job demands, perceptions of effort‐reward fairness and innovative work behaviour. Journal of Occupational and organizational psychology, 73(3, 287-302.]. The Pearson correlation coefficient and multiple regression analysis have been used for data analysis. The results indicated that there was a positive and significant relationship between emotional intelligence and its components with innovative work behavior of managers. In addition, regression analysis showed that the self-management variable had the highest effect in estimating the managers’ innovative work behavior followed by relationship-management, self-awareness and social-awareness.

The Analysis of the Relationship between Communication Skills and the Establishment of Clark's Management Network among Sport Managers

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Rasool NAZARI

2016-03-01

Full Text Available The purpose of this study was to analyze the relationship between communication skills and the establishment of Clark's Management Network among sport managers. This applied research is a kind of correlational – survey study. Statistical population consist ed of 140 sport managers working for sport organizations in Isfahan Province, which have been selected by stratified random sampling. Measurement tools included two questionnaires of Communication Skill (91% and Establishment of Clark's Management Network (87%. Descriptive and inferential statistical methods applied for statistical analysis using SPSS software. Results show that there is a relationship between communication skills and the establishment of Clark's Management Network among sport managers. I n addition, the feedback component has greater contribution to prediction of Clark's management network (p 0.05. In general, it can acknowledge that the communication skills are effective in the establishment of Clark's management network and cause to i mprove the management process of sport organizations' managers and to achieve to the organizational goals with high level of productivity.

Verification and Examination Management of Complex Systems

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Stian Ruud

2014-10-01

Full Text Available As ship systems become more complex, with an increasing number of safety-critical functions, many interconnected subsystems, tight integration to other systems, and a large amount of potential failure modes, several industry parties have identified the need for improved methods for managing the verification and examination efforts of such complex systems. Such needs are even more prominent now that the marine and offshore industries are targeting more activities and operations in the Arctic environment. In this paper, a set of requirements and a method for verification and examination management are proposed for allocating examination efforts to selected subsystems. The method is based on a definition of a verification risk function for a given system topology and given requirements. The marginal verification risks for the subsystems may then be evaluated, so that examination efforts for the subsystem can be allocated. Two cases of requirements and systems are used to demonstrate the proposed method. The method establishes a systematic relationship between the verification loss, the logic system topology, verification method performance, examination stop criterion, the required examination effort, and a proposed sequence of examinations to reach the examination stop criterion.

The Geo-strategies and Global Peace of Technology on Customer Relationship Management Performance: A Pilot Study among SME’s Logistic Operators

Directory of Open Access Journals (Sweden)

Muhamad Fairos Mohamad Shah

2017-12-01

Full Text Available Small and medium enterprises (SMEs are playing an increasingly important role in sustaining geo strategies and global peace economic growth and logistic system in Malaysia. SMEs also play a very crucial role in customer relationship as they may serve the roles of customer, distributor producer and supplier. However, adaption of customer relationship in Malaysian SMEs has not been fully explored. CRMP model for logistic service presents the combination of technology strategy in term of geo strategies and global peace. The goal of this study is to investigate customer relationship management performance and technology strategy. The dimensions for technology factors are Support information system, information sharing, Usefulness, care/help, ease of use, service portfolio, security and Update System. The populations of study were customers from a logistic company located in Pulau Pinang. Simple random sampling was selected from the target populations. Data collection resulted in 100 respondents to answers questionnaire from the customers of logistic company. Based on the finding, the result showed that, technology strategies are anchor factors in determining geo strategies and global peace on customer relationship management performance. Further study has important managerial implications as the findings will enable management of SMEs to understand progressive and highly varied CRMP practices and contextual factors that contribute to the CRMP as well as geo strategies and global peace and innovative implementation.

Crew workload-management strategies - A critical factor in system performance

Science.gov (United States)

Hart, Sandra G.

1989-01-01

This paper reviews the philosophy and goals of the NASA/USAF Strategic Behavior/Workload Management Program. The philosophical foundation of the program is based on the assumption that an improved understanding of pilot strategies will clarify the complex and inconsistent relationships observed among objective task demands and measures of system performance and pilot workload. The goals are to: (1) develop operationally relevant figures of merit for performance, (2) quantify the effects of strategic behaviors on system performance and pilot workload, (3) identify evaluation criteria for workload measures, and (4) develop methods of improving pilots' abilities to manage workload extremes.

[Medication error management climate and perception for system use according to construction of medication error prevention system].

Science.gov (United States)

Kim, Myoung Soo

2012-08-01

The purpose of this cross-sectional study was to examine current status of IT-based medication error prevention system construction and the relationships among system construction, medication error management climate and perception for system use. The participants were 124 patient safety chief managers working for 124 hospitals with over 300 beds in Korea. The characteristics of the participants, construction status and perception of systems (electric pharmacopoeia, electric drug dosage calculation system, computer-based patient safety reporting and bar-code system) and medication error management climate were measured in this study. The data were collected between June and August 2011. Descriptive statistics, partial Pearson correlation and MANCOVA were used for data analysis. Electric pharmacopoeia were constructed in 67.7% of participating hospitals, computer-based patient safety reporting systems were constructed in 50.8%, electric drug dosage calculation systems were in use in 32.3%. Bar-code systems showed up the lowest construction rate at 16.1% of Korean hospitals. Higher rates of construction of IT-based medication error prevention systems resulted in greater safety and a more positive error management climate prevailed. The supportive strategies for improving perception for use of IT-based systems would add to system construction, and positive error management climate would be more easily promoted.

Analysis of the relationship between the application of negotiation style and conflict management strategies physical education's experts in Iran

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Mojtaba Hassannejad

2018-04-01

Full Text Available The conflict is a major behavioral complication of groups. The manager who knows the basic principles of conflict and negotiation will be ready to deal successfully with these inevitable situations. However, this study aimed to explain the role of negotiation in conflict management among physical education experts in Education and Training System of Iran. This study applied analytical- correlation study. The sample consisted of 217 physical education experts. The Robbins' Conflict Management Questionnaire and PEER’s Negotiation Styles Questionnaire (1989 were used for collecting the data. The findings showed that there is a significant relationship between negotiation styles and conflict management. However, there was no relationship between negotiation styles and avoidance strategy.  The factual style and solution-oriented strategy were selected by participants. It was concluded that the negotiation styles and conflict management strategies should be used considering the situation.  It was recommended that the training courses would be hold to increase the skills of physical education managers and empower them.

Impact Of The Customer Relationship Management Practices On The Profitability Of Uae Banks. A Comparative Study

OpenAIRE

Agnihotri, Dr Mahesh; Bhavani, Dr.M. Ganga

2015-01-01

Customer Relationship Management (CRM) is a business strategy where by banks builds strong relationships with existing and prospective customers with the goal of increasing organizational profitability. Customer Relationship Management (CRM) Practices provide a competitive edge to any organization including the Banking Sector, this research is an attempt to study the Customer Relationship Management (CRM) Practices in UAE Banks with certain objectives i.e to examine the existing Customer Rela...

How Does Implementation of Environmental Management System Contribute to Corporate Sustainability Management

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Lucie Vnoučková

2014-01-01

Full Text Available Corporate sustainability management (CSM appears to be an important issue for current management. The aim of the paper is to identify what determinants of sustainability management are examined in the literature and discuss the contribution of environmental management system (EMS to CSM based on experiences of selected Czech organizations with implemented EMS according to ISO 14001. The data for the survey was gathered from 222 organizations (N = 1265 who have already implemented EMS. The results show there is a basic knowledge of sustainability concept in the surveyed Czech organizations. Perceived improvements of EMS implementation in Czech organizations are mainly in the area of environmental performance, economic performance, relationship with involved parties and social issues. Based on the implementation of EMS, the organizations take care about corporate sustainability (about the areas of environmental aspects and impacts of the organization. Improved environmental performance has been linked with process and product cost improvements and lower risk factors.

A system of safety management practices and worker engagement for reducing and preventing accidents: an empirical and theoretical investigation.

Science.gov (United States)

Wachter, Jan K; Yorio, Patrick L

2014-07-01

The overall research objective was to theoretically and empirically develop the ideas around a system of safety management practices (ten practices were elaborated), to test their relationship with objective safety statistics (such as accident rates), and to explore how these practices work to achieve positive safety results (accident prevention) through worker engagement. Data were collected using safety manager, supervisor and employee surveys designed to assess and link safety management system practices, employee perceptions resulting from existing practices, and safety performance outcomes. Results indicate the following: there is a significant negative relationship between the presence of ten individual safety management practices, as well as the composite of these practices, with accident rates; there is a significant negative relationship between the level of safety-focused worker emotional and cognitive engagement with accident rates; safety management systems and worker engagement levels can be used individually to predict accident rates; safety management systems can be used to predict worker engagement levels; and worker engagement levels act as mediators between the safety management system and safety performance outcomes (such as accident rates). Even though the presence of safety management system practices is linked with incident reduction and may represent a necessary first-step in accident prevention, safety performance may also depend on mediation by safety-focused cognitive and emotional engagement by workers. Thus, when organizations invest in a safety management system approach to reducing/preventing accidents and improving safety performance, they should also be concerned about winning over the minds and hearts of their workers through human performance-based safety management systems designed to promote and enhance worker engagement. Copyright © 2013 The Authors. Published by Elsevier Ltd.. All rights reserved.

The study of relationship between coach-oriented management style and organizational agility in Shahid Sadoughi University of Medical Sciences

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MM Dashti rahmatabadi

2016-11-01

Full Text Available Abstract Introduction: Learning and transformation are the two factors needed for the stability of high education system and universities in such complicated space. This article aims to investigate the link between coaching management style, as a new managerial approach, and organizational nimbleness as a continual and unpredictable transformation capability. Method: This is a descriptive- correlation study. It is also a survey research because data have been gathered of the sample included 218 employees of university of Medical Sciences; by use of standard coaching management questionnaire of Maclin et al and organizational agility questionnaire of Sharifi & Jong. The Cronbach's alpha for variables coaching management method and agility was %82 and %95, respectively. Results: According to the findings, it became clear that there is a moderate relationship between coaching management and agility variables responsibility and competency. Moreover, there is a weak relationship between coaching management method and variables flexibility and rapidity. Further, descriptive statistics show that coaching management is moderately related to the variable agility, because R=%25 8 and P= %95. Data was analyzed by use of SPSS software. Conclusion: Results show that there is a positive and meaningful relationship between coaching management method and organizational agility. Therefore, the organizations following coaching management and team working should know that suitable answering leads to the  persons knowledge development, flexibility, quality improvement, new innovations and rapidity of organizational changes.

Knowledge management and safety compliance in a high-risk distributed organizational system.

Science.gov (United States)

Gressgård, Leif Jarle

2014-06-01

In a safety perspective, efficient knowledge management is important for learning purposes and thus to prevent errors from occurring repeatedly. The relationship between knowledge exchange among employees and safety behavior may be of particular importance in distributed organizational systems where similar high-risk activities take place at several locations. This study develops and tests hypotheses concerning the relationship between knowledge exchange systems usage, knowledge exchange in the organizational system, and safety compliance. The operational context of the study is petroleum drilling and well operations involving distributed high-risk activities. The hypotheses are tested by use of survey data collected from a large petroleum operator company and eight of its main contractors. The results show that safety compliance is influenced by use of knowledge exchange systems and degree of knowledge exchange in the organizational system, both within and between units. System usage is the most important predictor, and safety compliance seems to be more strongly related to knowledge exchange within units than knowledge exchange between units. Overall, the study shows that knowledge management is central for safety behavior.

New Management Tools – From Video Management Systems to Business Decision Systems

Directory of Open Access Journals (Sweden)

Emilian Cristian IRIMESCU

2015-06-01

Full Text Available In the last decades management was characterized by the increased use of Business Decision Systems, also called Decision Support Systems. More than that, systems that were until now used in a traditional way, for some simple activities (like security, migrated to the decision area of management. Some examples are the Video Management Systems from the physical security activity. This article will underline the way Video Management Systems passed to Business Decision Systems, which are the advantages of use thereof and which are the trends in this industry. The article will also analyze if at this moment Video Management Systems are real Business Decision Systems or if there are some functions missing to rank them at this level.

DESIGNING A MODEL OF CUSTOMER RELATIONSHIP MANAGEMENT FOR A MOBILE PHONE COMPANY

OpenAIRE

BRUTU MĂDĂLINA; MIHAI DANIELA MELANIA

2015-01-01

Customer relationship management refers to establishing, maintaining, developing and optimizing the relations between an organization and its customers and focuses on understanding and meeting its customers’ wishes and demands, the core items of the business strategy of any performant company. This paper aims at designing and testing a model of customer relationship management applicable within a mobile phone company. Starting from this purpose, the main objectives of the research were: prese...

Impact of Customer Relationship Management on Product Innovation Process

OpenAIRE

Li, Yelin; Thi, Thu Sang Nguyen

2012-01-01

In marketing, the common view is that customer relationships enhance innovativeness. Regularly it involves doing something new or different in response to market conditions. However, previous studies have not addressed how customer relationship management (CRM) plays its role in product innovation process. This thesis proposes and tests how key CRM activities influence and relate to each stage in product innovation process. The objective of this study is to test how customer relations managem...

The relationship between the level of completeness of strategic performance measurement system and percieved advantages and disadvantages

NARCIS (Netherlands)

de Waal, A.A.; Kourtit, K.; Nijkamp, P.

2009-01-01

Purpose: The purpose of this paper is to identify whether there exists a relationship between the level of completeness of a strategic performance management (SPM) system implementation and the advantages and disadvantages an organization experiences from this system. Design/methodology/approach:

Strategic Approach for Optimizing of Zakah Institution Performance: Customer Relationship Management

Directory of Open Access Journals (Sweden)

Estu Widarwati

2016-12-01

Full Text Available Zakah is part of the Indonesian economy, which requires the development and structuring. The funds of zakah must be well managed by organizational zakah system which should be improved its performance. Therefore, there is a need of new approach concerning the zakah management based on muzakki’s behavior as an important resource in zakah institution. This paper explores the role of Customer Relationship Management (CRM in zakah institution linked the important of muzakki’s contribution who use services of its. Then it aims to expand the understanding about how CRM as one of strategic approach for organization such zakah institution to improve its performance which employes three main aspect of CRM, which are form of personnel (behavior of personnel, business process, and using technology. Furthermore, this paper tries to depict how CRM is able to raise the zakah funds collection from Moslem society especially Middle Class Moslem in Indonesia by customer (muzakki satisfaction and cost reduction of zakah institution.DOI: 10.15408/aiq.v9i1.4010 

Working relationships between obstetric care staff and their managers: a critical incident analysis.

Science.gov (United States)

Chipeta, Effie; Bradley, Susan; Chimwaza-Manda, Wanangwa; McAuliffe, Eilish

2016-08-26

Malawi continues to experience critical shortages of key health technical cadres that can adequately respond to Malawi's disease burden. Difficult working conditions contribute to low morale and frustration among health care workers. We aimed to understand how obstetric care staff perceive their working relationships with managers. A qualitative exploratory study was conducted in health facilities in Malawi between October and December 2008. Critical Incident Analysis interviews were done in government district hospitals, faith-based health facilities, and a sample of health centres' providing emergency obstetric care. A total of 84 service providers were interviewed. Data were analyzed using NVivo 8 software. Poor leadership styles affected working relationships between obstetric care staff and their managers. Main concerns were managers' lack of support for staff welfare and staff performance, lack of mentorship for new staff and junior colleagues, as well as inadequate supportive supervision. All this led to frustrations, diminished motivation, lack of interest in their job and withdrawal from work, including staff seriously considering leaving their post. Positive working relationships between obstetric care staff and their managers are essential for promoting staff motivation and positive work performance. However, this study revealed that staff were demotivated and undermined by transactional leadership styles and behavior, evidenced by management by exception and lack of feedback or recognition. A shift to transformational leadership in nurse-manager relationships is essential to establish good working relationships with staff. Improved providers' job satisfaction and staff retentionare crucial to the provision of high quality care and will also ensure efficiency in health care delivery in Malawi.

The Relationship of Emotional Intelligence of Managers and Organization

OpenAIRE

Asghar Moshabaki; Vahab Khalili Shojaei

2009-01-01

AbstractThe pupose implementation of the present study is investigating the Relationship between EmotionalIntelligence (EI) of Managers and Organization Climate with Organizational learning culture of which NIOC1 has been chosen as case study. In this article, 30 managers of NIOC and suborganizations have been chosenby clusterly method base that using interview and questionnaire for gatering information. In this articlesubjects are splited for two classify. Fistyly, deal with emotional intell...

Measuring and managing customer relationship risk in business markets.

OpenAIRE

Ryals, Lynette; Knox, Simon

2007-01-01

There have been repeated calls from top management and marketing academics for greater accountability in marketing so that the financial returns of marketing investments can be more robustly evaluated. These are coalescing around the issue of whether or not marketing delivers shareholder value. One promising line of enquiry explores customer lifetime value and the profitable management of these relationships. Although helpful, this approach fails to make the final link with ...

PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT DAN KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH PADA PT BANK SULSELBAR CABANG PANGKEP

OpenAIRE

MASWAR, ALFIANI

2016-01-01

2016 Pengaruh Customer Relationship Management dan Kualitas Pelayanan Terhadap Loyalitas Nasabah Pada PT Bank Sulselbar Cabang Pangkep Alfiani Maswar Indrianty Sudirman Abdul Razak Munir Penelitian ini bertujuan untuk mengetahui pengaruh Customer Relationship Management dan Kualitas Pelayanan terhadap Loyalitas Nasabah pada PT. Bank Sulselbar Cabang Pangkep dan untuk menentukan manakah dari variabel variabel dari Customer Relationship Management dan Kualitas Pel...

Relationship Management at the Operationel Level in Outsourcing

DEFF Research Database (Denmark)

Madsen, Sabine; Bødker, Keld

2010-01-01

an off¬shore development centre with 400 employees located in India identified a host of practices that form a seemingly complex and ambiguous picture. To make sense of the studied practice we develop a framework that consists of four relationship management strategies coined select-a-friend, develop...

The Use of Management Control Systems

DEFF Research Database (Denmark)

Willert, Jeanette

This paper investigates the relationship between the use of management control systems (MCS) and companies’ performance. The paper focuses on how executive managers’ use of MCS relates to developments in company performance. The MCS investigated are: strategy, evaluation of subordinates, rules...... and procedures, and executive managers’ focus on customer relations when guiding and directing their subordinates. A path model is developed which proposes that a larger extent of using the above MCS as well as the frequency of business and leadership evaluation are associated with development in financial...

Study of relationship between the organizational structure and market orientation from the viewpoint of nurse managers.

Science.gov (United States)

Bahadori, Mohammadkarim; Yaghoubi, Maryam; Javadi, Marzieh; Rahimi, Zahreh Agha

2015-01-01

Considering globalization of health care and quality improvement trend to respond to competition and customer orientation, attention to organizational structure and its relationship with market orientation is essential. Therefore, this study reviews the relationship between organizational structure and market orientation in selected hospitals of Isfahan (Iran). This study was a descriptive survey. The study population comprised nurse managers from selected hospitals (n = 80). Data collection tools were two questionnaires (market orientation questionnaire and organizational structure) that the validity and reliability were confirmed (r = 0.83 for market orientation questionnaire and r = 0.87 for organizational structure). SPSS (Ver. 16) software was used for the analyses. The mean score of organizational structure was 65.4 (11.2) and total mean of market orientation was 51.14 (17.6). All aspects of the organizational structure (Organization Centralization, Formalization in Organization, and Organization Complication) and market orientation (responding to competition, accountability, customer satisfaction, intelligent organization)-except by responding to clients with Formalization in Organization-as well as all aspects of the Systemic attitude (the system of internal coordination and communication systems_ and market orientation (responding to competition, accountability, customer satisfaction, intelligent organization), there was a meaningful relationship (P organizational structure and can lead managers' view to the analysis and recognizing elements of success and achievement to goals. With increasing competition in markets, globalization of health services, and presence in international markets and more attention to patients' satisfaction, hospitals need to understand and use of market orientation in order to promote quality and services in the health care system.

Assessing buyer-supplier relationship management: a multiple case-study in the Dutch construction industry

NARCIS (Netherlands)

Bemelmans, Jeroen; Voordijk, Johannes T.; Vos, B.; Buter, J.I.H.

2012-01-01

The objective of this paper is to shed light on obstacles to, and opportunities for, increasing the effectiveness of construction firms in managing buyer-supplier relationships. More specifically, the focus is on assessing the maturity level of buyer-supplier relationship management by construction

Assessing buyer-supplier relationship management : A multiple case-study in the Dutch construction industry

NARCIS (Netherlands)

Bemelmans, J.; Voordijk, H.; Vos, G.C.J.M.; Buter, J.

2012-01-01

The objective of this paper is to shed light on obstacles to, and opportunities for, increasing the effectiveness of construction firms in managing buyer-supplier relationships. More specifically, the focus is on assessing the maturity level of buyer-supplier relationship management by construction

Operations management system

Science.gov (United States)

Brandli, A. E.; Eckelkamp, R. E.; Kelly, C. M.; Mccandless, W.; Rue, D. L.

1990-01-01

The objective of an operations management system is to provide an orderly and efficient method to operate and maintain aerospace vehicles. Concepts are described for an operations management system and the key technologies are highlighted which will be required if this capability is brought to fruition. Without this automation and decision aiding capability, the growing complexity of avionics will result in an unmanageable workload for the operator, ultimately threatening mission success or survivability of the aircraft or space system. The key technologies include expert system application to operational tasks such as replanning, equipment diagnostics and checkout, global system management, and advanced man machine interfaces. The economical development of operations management systems, which are largely software, will require advancements in other technological areas such as software engineering and computer hardware.

Supplier relationship management – anathema for the South African public procurement sector

OpenAIRE

Micheline J. Naude; Intaher M. Ambe; René Kling

2013-01-01

The public sector is recognised as being one of the most important customer groups for many suppliers and service providers because of the volume of public expenditure. Supplier relationship management (SRM) is a necessary tool on which businesses in the public and private sectors rely. However, in the South African public sector, despite the intention to boost service delivery through efficient and effective supplier-management processes, the development of sound supplier relationships is a ...

Customer Relationship Management and Hospital Service Quality in ...

African Journals Online (AJOL)

Health care delivery has become one of the fundamental issues being given attention by governments of most developing countries. The Objective of this study therefore is to examine how Customer Relationship Management can be employed to bring about improve health service quality in Nigeria. The data for the study ...

Systems Engineering Management Plan

International Nuclear Information System (INIS)

1994-01-01

The purpose of this Monitored Retrievable Storage (MRS) Project Systems Engineering Management Plan (SEMP) is to define and establish the MRS Project Systems Engineering process that implements the approved policy and requirements of the Office of Civilian Radioactive Waste Management (OCRWM) for the US Department of Energy (DOE). This plan is Volume 5 of the MRS Project Management Plan (PMP). This plan provides the framework for implementation of systems engineering on the MRS Project consistent with DOE Order 4700.1, the OCRWM Program Management System Manual (PMSM), and the OCRWM Systems Engineering Management Plan (SEMP)

Perancangan E-Customer Relationship Management Pada Pt Starsindo Logistics

Directory of Open Access Journals (Sweden)

Nelly Nelly

2010-12-01

Full Text Available Starsindo Logistics Inc. (SL is a company in freight forwarding service. The problem in this company is less information provided to customers, especially about customer order status information. It is started from the departure of the EMKL truck until the standard time of customer container entering freight process. Therefore, it is needed to use the customer service application electronic-Customer Relationship Management (e-CRM, because it will ease to manage and control information flow about the customer order status. The research method is following rules in object oriented analysis and design by Mathiassen. Through website, public is hoped to easily access the company information or ship schedule, order list, tracking order status, or transaction history. This web-based customer service application could help the company to build a good relationship with customers. 

Management of Customer Relationship Management (CRM Technological Attributes in Brazil: A B2B Relationship in the Software-Media Development Sector

Directory of Open Access Journals (Sweden)

Flávio Régio Brambilla

2015-03-01

Full Text Available Customer Relationship Management (CRM represents a technological application based on the philosophy of Relationship Marketing and it recommends the interaction with high value consumers. Relating CRM to new social technologies, CRM 2.0 or social CRM deals with the relationship between companies and customers using online platforms such as blogs, RSS, forums and social network sites, among other facilities. Through a comparative study based on qualitative indicators, this article draws a relationship between CRM theory and practice. In two high technology organizations it was identified that, although the indicators are appropriate to the business practices, their usage and understanding are oriented by the nature of businesses and by the company characteristics. Empirical results show that technology structure, data collection and analysis tools and interactive sales tools favor CRM. In this paper, four variables are treated theoretically and empirically: Information Technology; Information tools, where the Database and the Storage of Debugged Data are included; Data Mining; and, the Sales Force Automation Facilities.

Martin Marietta Energy Systems, Inc., Groundwater Program Management Plan

International Nuclear Information System (INIS)

Early, T.O.

1994-05-01

The purpose of the Martin Marietta Energy Systems, Inc., (Energy Systems) Groundwater Program Management Plan is to define the function, organizational structure (including associated matrix organizations), interfaces, roles and responsibilities, authority, and relationship to the Department of Energy for the Energy Systems Groundwater Program Office (GWPO). GWPO is charged with the responsibility of coordinating all components of the groundwater program for Energy Systems. This mandate includes activities at the three Oak Ridge facilities [Oak Ridge National Laboratory, the Oak Ridge Y-12 Plant, and the Oak Ridge K-25 Site], as well as the Paducah and Portsmouth Gaseous Diffusion Plants

Martin Marietta Energy Systems, Inc., Groundwater Program Management Plan

Energy Technology Data Exchange (ETDEWEB)

Early, T.O.

1994-05-01

The purpose of the Martin Marietta Energy Systems, Inc., (Energy Systems) Groundwater Program Management Plan is to define the function, organizational structure (including associated matrix organizations), interfaces, roles and responsibilities, authority, and relationship to the Department of Energy for the Energy Systems Groundwater Program Office (GWPO). GWPO is charged with the responsibility of coordinating all components of the groundwater program for Energy Systems. This mandate includes activities at the three Oak Ridge facilities [Oak Ridge National Laboratory, the Oak Ridge Y-12 Plant, and the Oak Ridge K-25 Site], as well as the Paducah and Portsmouth Gaseous Diffusion Plants.

Managing supplier relationships in a new product development context

NARCIS (Netherlands)

Sjoerdsma, M.; Weele, van A.J.

2015-01-01

Organizations can no longer rely solely on their own resources to innovate and therefore look for strategic interactions outside their organizational boundaries. During the past years Early Supplier Involvement, supplier relationship management (SRM) and knowledge exchange in supply chain

DATA MINING IN CUSTOMER RELATIONSHIP MANAGEMENT

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Vasile-Bogdan Arcanu

2011-06-01

Full Text Available In the context of millennium development business, speed and adaptability to change are the key words. So to meet increasingly strong competition, information, transmitted in real time, enable companies to anticipate their customers needs and developments in the global market. Organizations now find that Peter Drucker was a visionary in the center saying that any company is customer strategy. The new economy requires strong and lasting relationships with customers, how to manage them with new information technologies is a major element of increased competitiveness of firms.

A project management system for the X-29A flight test program

Science.gov (United States)

Stewart, J. F.; Bauer, C. A.

1983-01-01

The project-management system developed for NASA's participation in the X-29A aircraft development program is characterized from a theoretical perspective, as an example of a system appropriate to advanced, highly integrated technology projects. System-control theory is applied to the analysis of classical project-management techniques and structures, which are found to be of closed-loop multivariable type; and the effects of increasing project complexity and integration are evaluated. The importance of information flow, sampling frequency, information holding, and delays is stressed. The X-29A system is developed in four stages: establishment of overall objectives and requirements, determination of information processes (block diagrams) definition of personnel functional roles and relationships, and development of a detailed work-breakdown structure. The resulting system is shown to require a greater information flow to management than conventional methods. Sample block diagrams are provided.

Identifying the Dominant Perspective on Customer Relationship Management in the Last Decade 2000 – 2010

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Ayca KANGAL

2012-12-01

Full Text Available Customer relationship management (CRM is a popular field of research at the intersection of a number of disciplines such as marketing, business management, information technologies and computer sciences, closely followed by scholars, company executives, and consultant firms. The current global competitive environment leads firms to develop and strengthen their relations with their customers, their most valuable assets. Long-term, mutually beneficial relations that businesses build with their customers provide an important competitive advantage against competitors. An effective and efficient customer relationship management would turn into customer satisfaction and loyalty, lower costs, and higher shareholder value for the firms. The aim of this study is to identify the dominant perspective and its sub-concepts used on scholars’ conceptualization of CRM employed in customer relationship management literature. With this purpose, a literature review was conducted for the period of 2000-2010. The results of the study show that customer relationship management was mostly conceptualized as a strategy by the scholars.

Key Account Management and Quality in Business-to-Business Relationships

OpenAIRE

Ojasalo, Jukka

2000-01-01

What are the main elements of successful Key Account Management (KAM)? What is the nature of quality for the company and for the individual in business-to-business relationships? What kind of managerial practices are required at the company and individual level in Key Account Management? This paper focuses on these central aspects of KAM. It describes the main elements of KAM, which is a systematic marketing management approach in the business-to-business context with the objective to build p...

A data management system for engineering and scientific computing

Science.gov (United States)

Elliot, L.; Kunii, H. S.; Browne, J. C.

1978-01-01

Data elements and relationship definition capabilities for this data management system are explicitly tailored to the needs of engineering and scientific computing. System design was based upon studies of data management problems currently being handled through explicit programming. The system-defined data element types include real scalar numbers, vectors, arrays and special classes of arrays such as sparse arrays and triangular arrays. The data model is hierarchical (tree structured). Multiple views of data are provided at two levels. Subschemas provide multiple structural views of the total data base and multiple mappings for individual record types are supported through the use of a REDEFINES capability. The data definition language and the data manipulation language are designed as extensions to FORTRAN. Examples of the coding of real problems taken from existing practice in the data definition language and the data manipulation language are given.

Mixed methodology to analyze the relationship between maturity of environmental management and the adoption of green supply chain management in Brazil

DEFF Research Database (Denmark)

Jabbour, Ana Beatriz; Jabbour, Charbel; Govindan, Kannan

2014-01-01

The aim of this research is to verify the relationship between the maturity levels of environmental man-agement and the adoption of green supply chain management (GSCM) practices by electro-electroniccompanies in Brazil. In this work a two-phase research was conducted, with one quantitative...... and theother qualitative. The quantitative phase aimed to test whether a relationship between the maturitylevels of environmental management and GSCM exists, while the qualitative phase tried to detail thecharacteristics of this relationship. The quantitative phase was conducted through a survey with 100......-ronmental pressure. By the way, this is the first research mixing survey and case studies on GSCM inBrazil....

Integrating the radioactive waste management system into other management systems

International Nuclear Information System (INIS)

Silva, Ana Cristina Lourenco da; Nunes Neto, Carlos Antonio

2007-01-01

Radioactive waste management is to be included in the Integrated Management System (IMS) which pursues the continuous improvement of the company's quality, occupational safety and health, and environment protection processes. Radioactive waste management is based on the following aspects: optimization of human and material resources for execution of tasks, including the provision of a radiation protection supervisor to watch over the management of radioactive waste; improved documentation (management plan and procedures); optimization of operational levels for waste classification and release; maintenance of generation records and history through a database that facilitates traceability of information; implementation of radioactive waste segregation at source (source identification, monitoring and decontamination) activities intended to reduce the amount of radioactive waste; licensing of initial storage site for radioactive waste control and storage; employee awareness training on radioactive waste generation; identification and evaluation of emergency situations and response planning; implementation of preventive maintenance program for safety related items; development and application of new, advanced treatment methodologies or systems. These aspects are inherent in the concepts underlying quality management (establishment of administrative controls and performance indicators), environment protection (establishment of operational levels and controls for release), occupational health and safety (establishment of operational controls for exposure in emergency and routine situations and compliance with strict legal requirements and standards). It is noted that optimizing the addressed aspects of a radioactive waste management system further enhances the efficiency of the Integrated Management System for Quality, Environment, and Occupational Safety and Health. (author)

Space Transportation System Availability Requirements and Its Influencing Attributes Relationships

Science.gov (United States)

Rhodes, Russel E.; Adams, TImothy C.

2008-01-01

It is essential that management and engineering understand the need for an availability requirement for the customer's space transportation system as it enables the meeting of his needs, goal, and objectives. There are three types of availability, e.g., operational availability, achieved availability, or inherent availability. The basic definition of availability is equal to the mean uptime divided by the sum of the mean uptime plus the mean downtime. The major difference is the inclusiveness of the functions within the mean downtime and the mean uptime. This paper will address tIe inherent availability which only addresses the mean downtime as that mean time to repair or the time to determine the failed article, remove it, install a replacement article and verify the functionality of the repaired system. The definitions of operational availability include the replacement hardware supply or maintenance delays and other non-design factors in the mean downtime. Also with inherent availability the mean uptime will only consider the mean time between failures (other availability definitions consider this as mean time between maintenance - preventive and corrective maintenance) that requires the repair of the system to be functional. It is also essential that management and engineering understand all influencing attributes relationships to each other and to the resultant inherent availability requirement. This visibility will provide the decision makers with the understanding necessary to place constraints on the design definition for the major drivers that will determine the inherent availability, safety, reliability, maintainability, and the life cycle cost of the fielded system provided the customer. This inherent availability requirement may be driven by the need to use a multiple launch approach to placing humans on the moon or the desire to control the number of spare parts required to support long stays in either orbit or on the surface of the moon or mars. It is

A Study on the Relationship between Human Resource Management Practices and Organizational Performance

OpenAIRE

Özden AKIN; Hayat Ebru ERDOST ÇOLAK

2012-01-01

The main goal of this study is to investigate the relationship between organizational performance variables and Human Resource Management practices. Workforce planning, training and development, performance appraisal, rewarding, firm-employee relationship, and internal communication are used as human resource management practices. Employee turnover rate, employee productivity, and sales are used as organizational performance variables. The results are collected by survey from 108 companies wh...

Learning Content Management Systems

Directory of Open Access Journals (Sweden)

Tache JURUBESCU

2008-01-01

Full Text Available The paper explains the evolution of e-Learning and related concepts and tools and its connection with other concepts such as Knowledge Management, Human Resources Management, Enterprise Resource Planning, and Information Technology. The paper also distinguished Learning Content Management Systems from Learning Management Systems and Content Management Systems used for general web-based content. The newest Learning Content Management System, very expensive and yet very little implemented is one of the best tools that helps us to cope with the realities of the 21st Century in what learning concerns. The debates over how beneficial one or another system is for an organization, can be driven by costs involved, efficiency envisaged, and availability of the product on the market.

Lighting system with thermal management system

Science.gov (United States)

Arik, Mehmet; Weaver, Stanton; Stecher, Thomas; Seeley, Charles; Kuenzler, Glenn; Wolfe, Jr., Charles; Utturkar, Yogen; Sharma, Rajdeep; Prabhakaran, Satish; Icoz, Tunc

2013-05-07

Lighting systems having unique configurations are provided. For instance, the lighting system may include a light source, a thermal management system and driver electronics, each contained within a housing structure. The light source is configured to provide illumination visible through an opening in the housing structure. The thermal management system is configured to provide an air flow, such as a unidirectional air flow, through the housing structure in order to cool the light source. The driver electronics are configured to provide power to each of the light source and the thermal management system.

Data Mining Techniques for Customer Relationship Management

Science.gov (United States)

Guo, Feng; Qin, Huilin

2017-10-01

Data mining have made customer relationship management (CRM) a new area where firms can gain a competitive advantage, and play a key role in the firms’ management decision. In this paper, we first analyze the value and application fields of data mining techniques for CRM, and further explore how data mining applied to Customer churn analysis. A new business culture is developing today. The conventional production centered and sales purposed market strategy is gradually shifting to customer centered and service purposed. Customers’ value orientation is increasingly affecting the firms’. And customer resource has become one of the most important strategic resources. Therefore, understanding customers’ needs and discriminating the most contributed customers has become the driving force of most modern business.

Customer-Supplier Roles and Relationships in the Management of Research Projects

Science.gov (United States)

Carter, Ian M.

2007-01-01

Recognising the existence of customer-supplier roles and relationships in the performance of research can lead to an improvement in the management, and hence delivery, of research. Research, especially university-based research, is often managed with a light touch, with the researchers operating independently, and neither their institution nor…

Managing hybrid marketing systems.

Science.gov (United States)

Moriarty, R T; Moran, U

1990-01-01

As competition increases and costs become critical, companies that once went to market only one way are adding new channels and using new methods - creating hybrid marketing systems. These hybrid marketing systems hold the promise of greater coverage and reduced costs. But they are also hard to manage; they inevitably raise questions of conflict and control: conflict because marketing units compete for customers; control because new indirect channels are less subject to management authority. Hard as they are to manage, however, hybrid marketing systems promise to become the dominant design, replacing the "purebred" channel strategy in all kinds of businesses. The trick to managing the hybrid is to analyze tasks and channels within and across a marketing system. A map - the hybrid grid - can help managers make sense of their hybrid system. What the chart reveals is that channels are not the basic building blocks of a marketing system; marketing tasks are. The hybrid grid forces managers to consider various combinations of channels and tasks that will optimize both cost and coverage. Managing conflict is also an important element of a successful hybrid system. Managers should first acknowledge the inevitability of conflict. Then they should move to bound it by creating guidelines that spell out which customers to serve through which methods. Finally, a marketing and sales productivity (MSP) system, consisting of a central marketing database, can act as the central nervous system of a hybrid marketing system, helping managers create customized channels and service for specific customer segments.

Sustainable Soil Water Management Systems

OpenAIRE

Basch, G.; Kassam, A.; Friedrich, T.; Santos, F.L.; Gubiani, P.I.; Calegari, A.; Reichert, J.M.; dos Santos, D.R.

2012-01-01

Soil quality and its management must be considered as key elements for an effective management of water resources, given that the hydrological cycle and land management are intimately linked (Bossio et al. 2007). Soil degradation has been described by Bossio et al. (2010) as the starting point of a negative cycle of soil-water relationships, creating a positive, self-accelerating feedback loop with important negative impacts on water cycling and water productivity. Therefore, sustainable soil...

Penerapan Cutomer Relationship Management (CRM Dengan Menggunakan Metode Analytic Network Process (ANP Pada Perusahaan Ritel

Directory of Open Access Journals (Sweden)

Nofiyati Nofiyati

2016-01-01

Full Text Available Retail industry or retail business is a fast-growing business in the midst of global competition conditions. One strategy to attract more consumers are Customer Relationship Management (CRM. The successful implementation of CRM in the enterprise is influenced by several environmental perspectives, strategies, customers and products / services, processes, participants, infrastructure, and information technology are integrated in the framework of Work System (WS. This research was carried out by applying the method of Multiple Criteria Decision Making (MCDM that is able to accommodate the outer and inner linkage from multiple nodes / indicators are considered, namely the Analytical Network Process (ANP to rank the quality of implementation CRM in retail companies and strong influential node / indicator of the best retail among three alternative the consisting of Alfamart, Indomaret and Smesco mart. From the results of application ANP method, obtained the rank quality of implementation CRM in retail companies with first rank is Indomaret the value of 1.0000; and the second is Alfamart with a value 0.9575; and the third is Smesco mart with a value of 0.8034. While node / indicator strong influence on the the best retail is level of chaos, long and short term planning, customer service, system integration, appropriate skills, technical infrastructure, easily of use and accessibility of information.   Keywords: Ritel, Customer Relationship Management (CRM, Analytic Network Process (ANP, Kerangka Work System (WS.

Information Security Management - Part Of The Integrated Management System

Science.gov (United States)

Manea, Constantin Adrian

2015-07-01

The international management standards allow their integrated approach, thereby combining aspects of particular importance to the activity of any organization, from the quality management systems or the environmental management of the information security systems or the business continuity management systems. Although there is no national or international regulation, nor a defined standard for the Integrated Management System, the need to implement an integrated system occurs within the organization, which feels the opportunity to integrate the management components into a cohesive system, in agreement with the purpose and mission publicly stated. The issues relating to information security in the organization, from the perspective of the management system, raise serious questions to any organization in the current context of electronic information, reason for which we consider not only appropriate but necessary to promote and implement an Integrated Management System Quality - Environment - Health and Operational Security - Information Security

Integrated management systems

CERN Document Server

Bugdol, Marek

2015-01-01

Examining the challenges of integrated management, this book explores the importance and potential benefits of using an integrated approach as a cross-functional concept of management. It covers not only standardized management systems (e.g. International Organization for Standardization), but also models of self-assessment, as well as different types of integration. Furthermore, it demonstrates how processes and systems can be integrated, and how management efficiency can be increased. The major part of this book focuses on management concepts which use integration as a key tool of management processes (e.g. the systematic approach, supply chain management, virtual and network organizations, processes management and total quality management). Case studies, illustrations, and tables are also provided to exemplify and illuminate the content, as well as examples of successful and failed integrations. Providing a particularly useful resource to managers and specialists involved in the improvement of organization...

New type radiation management system

International Nuclear Information System (INIS)

Mogi, Kenichi; Uranaka, Yasuo; Fujita, Kazuhiko

2001-01-01

The radiation management system is a system to carry out entrance and leaving room management of peoples into radiation management area, information management on radiation obtained from a radiation testing apparatus, and so on. New type radiation management system developed by the Mitsubishi Electric Corp. is designed by concepts of superior maintenance and system practice by using apparatus and its interface with standard specification, upgrading of processing response by separating exposure management processing from radiation monitoring processing on a computer, and a backup system not so as to lose its function by a single accident of the constructed computer. Therefore, the system is applied by the newest hardware, package software, and general use LAN, and can carry out a total system filled with requirements and functions for various radiation management of customers by preparing a basic system from radiation testing apparatus to entrance and leaving room management system. Here were described on outline of the new type management system, concept of the system, and functions of every testing apparatus. (G.K.)

Relationship between assertiveness and burnout among nurse managers.

Science.gov (United States)

Suzuki, Eiko; Saito, Miyuki; Tagaya, Akira; Mihara, Rieko; Maruyama, Akiko; Azuma, Tomomi; Sato, Chifumi

2009-12-01

We aimed to clarify the relationship between assertiveness and burnout among nurse managers at university hospitals. The directors at three university hospitals agreed to cooperate with our study. During a one-month period from May to June 2007, a self-administered questionnaire was distributed to 203 nurse managers (head and sub-head nurses). The Japanese version of the Rathus Assertiveness Schedule (J-RAS) and the Japanese version of the Maslach Burnout Inventory (MBI) were used as scales. Burnout was operationally defined as a total MBI score in the highest tertile. Valid responses were obtained from 172 nurse managers. The mean J-RAS score of the burnout group (-14.3) was significantly lower than that of the non-burnout group (-3.3). Responses about work experience and age showed no significant group difference. Total MBI score was inversely correlated with J-RAS score (R = -0.30, P assertiveness and satisfaction with own care provision contributes to preventing burnout among Japanese nurse managers.

Customer relationship management. Part 3. Selection and implementation. Support of marketing, sales and service contacts

International Nuclear Information System (INIS)

Kramer, K.; Van Rheenen, F.; Jonkman, F.

2000-01-01

Customer Relationship Management (CRM) is an approach in which differentiated marketing strategies and programmes are developed based on systematically collected information about individual customers. CRM aims at establishing sustainable and profitable customer relationships. The customer information systems presently used in energy companies no longer support the required CRM processes. However, before an organisation decides to buy a new CRM software package, it should first think hard about the strategy it wants to adopt. Does it opt for Operational Excellence, Product Leadership or Customer Intimacy? The company's knowledge about the behaviour of its customers is of major importance especially when the company wants to adopt the Customer Intimacy strategy. Only when the company has established which customer data it has and wants to have, can the right systems be chosen. The selection of a CRM package and its implementation is discussed in this article

Accomplishing Water Strategy Policies in Hospitals: The Role of Management Information Systems and Managerial Styles

Directory of Open Access Journals (Sweden)

David Naranjo-Gil

2017-02-01

Full Text Available Hospitals are using more sophisticated and comprehensive management information systems to implement multiple strategic policies towards water cost saving and water quality enhancement. However, they do not always achieve the intended strategic goals. This paper analyzes how managerial styles interact with sophisticated management information systems to achieve different water strategic priorities. How proactive vs. reactive managerial styles moderate the effects of management information systems on water cost saving and water quality enhancement is analyzed. Relationships are explored using data collected from 122 general services directors in Spanish public hospitals. The findings show a positive effect of sophisticated management information systems on the achievement of water policies focused on cost saving and quality enhancement. Results also show a different moderated effect of managerial styles; thus, sophisticated management information systems with a proactive managerial style facilitate managers to achieve better water quality policies rather than water cost saving policies.

Relationship Between Cybernetics Management and Organizational Trust Among Librarians of Mazandaran University of Medical Sciences.

Science.gov (United States)

Ghiasi, Mitra; Shahrabi, Afsaneh; Siamian, Hasan

2017-12-01

Organization must keep current skills, abilities, and in the current field of competition, and move one step ahead of other competitors; for this purpose, must be a high degree of trust inside the organization. Cybernetic management is a new approach in management of organizations that its main task according to internal issues. This study aimed to investigate the relationship between cybernetics management and organizational trust among librarians of Mazandaran University of Medical Sciences. This is applied and analytical survey. which its population included all librarians of Mazandaran University of Medical Sciences, amounting to 42 people which were selected by census and participated in this research. There has no relationship between components of Cybernetics management (participative decision making, commitment, pay equity, Correct flow of information, develop a sense of ownership, online education) with organizational trust amongst librarians of Mazandaran University of Medical Sciences. And there has a significant relationship between flat Structure of cybernetics management and organizational trust. For data analysis was used Kolmogorov-Smirnov test and linear regression. There is no significant relationship between Cybernetic management and organizational trust amongst librarians of Mazandaran University of Medical Sciences.

THE PLACE OF OCCUPATIONAL HEALTH AND SAFETY MANAGEMENT SYSTEM IN THE INTEGRATED MANAGEMENT SYSTEM

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Piotr Kafel

2016-06-01

Full Text Available The purpose of this paper is to analyze the place of occupational health and safety management system (OHSMS within the integrated management system. Implementation aspects of management systems are discussed, namely the different management system standards used for registration, for example ISO 14001, ISO 9001, OHSAS 18001, ISO 27001, the order in which they were implemented, the time required for each implementation, as well as the scope of integration of these management system standards into a single Integrated Management System and the level of integration. In order to do so, some of the results of a survey carried out in 81 organizations registered to at least two management systems selected from popular international standards, e.g.: ISO 9001, ISO 14001, OHSAS 18001, ISO/IEC 27001, ISO 22000 were used. OHSMS is not the system that is implemented as a first one. Usually it is implemented after or simultaneously with ISO 9001 and ISO 14001 standards. Time of implementation of MSSs in second and further round of implementation is shorter than during the implementation of first standards. There is a higher level of integration of implemented management standards in organizations where one of the standards in OHSMS, than in a companies without OHSMS. The paper analyses those sequences of management systems implementation of safety management systems with other system, that allow organizations to achieve higher levels of integration and presents a possible pattern for the companies initiating the integration process.

Project as a System and its Management

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Jiří Skalický

2017-06-01

Full Text Available The contribution aims to describe project as a system, to define project control goal and strategy, control variables and their relationships. Three common control variables represented by the project triangle, are extended by two other important variables – project risk and quality. The control system consists of two components: social one – project manager and project team – and technical one – project dynamic simulation model as a decision making support of project manager in project milestones. In the project planning phase, the project baseline with planned controlled variables is created. In milestones after project launch, the actual values of these variables are measured. If the actual values deviate from planned ones, corrective actions are proposed and new baseline for the following control interval is created. Project plan takes into account the actual project progress and optimum corrective actions are determined by simulation, respecting control strategy and availability of resources. The contribution presents list of references to articles dealing with project as a system and its simulation. In most cases, they refer to the project control using the Earned Value Management method and its derivatives. Using of the dynamic simulation model for project monitoring and control, suggested in this contribution, presents a novel approach. The proposed model can serve as departure point to future research of authors and for development of appropriate and applicable tool.

Entrepreneurial environmental management model of marketing in a political-administrative system of Ukraine

Directory of Open Access Journals (Sweden)

Sadchenko Olena Vasylivna

2015-02-01

Full Text Available The article deals with proposals for entrepreneurial model of environmental management, in particular environmental marketing in modern political and administrative systems. In the context of the complexity of the social structure, forming a dense network of communications, globalization, cultural and economic-ecological space offers new mechanisms for the relationship between the state and civil society in environmental management.

The Relationship between Teachers' Perception about School Managers' Talent Management Leadership and the Level of Organizational Commitment

Science.gov (United States)

Aytaç, Tufan

2015-01-01

Problem statement: Talent Management (TM) has been recently seen as a critical success factor in the development of educational organizations. The problem this study addresses is whether there is a relationship between teacher perceptions about school managers' TM leadership and their level of organizational commitment (OC). The level of school…

Mobile Banking: a Customer Relationship Management (Crm) Channel

OpenAIRE

Budiardjo, Eko K; Aprillovi, Dewi

2009-01-01

Meningkatnya pengguna handphone mendorong bank meluncurkan produk-produk layanan perbankan melalui handphone yang dikenal dengan sebutan Mobile Banking (M-Banking). Dalam konteks Customer Relationship Management (CRM), kehadiran M-Banking juga memberikan kontribusi dalam meningkatkan dan mempertahankan kesetiaan pelanggan. Strategi sukses membangun CRM sangat dipengaruhi oleh kepandaian tim pemasaran dalam memahami perilaku dan kebutuhan pelanggan, yang dapat diterjemahkan kedalam kelompok tr...

CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IN PHYSICAL FITNESS CLUBS

OpenAIRE

Mahmoud Goodarzi

2011-01-01

Although customer relationship management has been identified as an important businessapproach in enterprise institutes; there is no universally accepted definition of CRM. Swiftdefined it as an enterprise approach to understanding and influencing customer behavior throughmeaningful communications in order to improve customer knowledge recovery; customeracquisition; customer retention; customer loyalty; and finally customer profitability (2).Thompson (2002) knows CRM as a business strategy to...

Customer Relationship Management: Der Weg zur profitablen Kundenbeziehung

OpenAIRE

Bach, Volker; Gronover, Sandra; Schmid, Roland

2000-01-01

Im Umfeld steigender Kundenanforderungen und neuer technologischer Möglichkeiten verspricht Customer Relationship Management, Instrumente für profitables Kundenbeziehungsmanagement zu bieten. Notwendig ist dazu das Zusammenspiel vieler Bausteine, vom Internet-Auftritt über Call Center und Data Warehouses bis zu neuen Organisationsformen in kundennahen Bereichen. Der Beitrag stellt dazu ein grobes Vorgehen und die wesentlichen Gestaltungsfelder vor: Kundenprozesse, Multi-Channel- & Customer-Ma...

Information management in Iranian Maternal Mortality Surveillance System.

Science.gov (United States)

Sadoughi, Farahnaz; Karimi, Afsaneh; Erfannia, Leila

2017-07-01

Maternal mortality is preventable by proper information management and is the main target of the Maternal Mortality Surveillance System (MMSS). This study aimed to determine the status of information management in the Iranian Maternal Mortality Surveillance System (IMMSS). The population of this descriptive and analytical study, which was conducted in 2016, included 96 administrative staff of health and treatment deputies of universities of medical sciences and the Ministry of Health in Iran. Data were gathered by a five-part questionnaire with confirmed validity and reliability. A total of 76 questionnaires were completed, and data were analyzed using SPSS software, version 19, by descriptive and inferential statistics. The relationship between variables "organizational unit" and the four studied axes was studied using Kendall's correlation coefficient test. The status of information management in IMMSS was desirable. Data gathering and storage axis and data processing and compilation axis achieved the highest (2.7±0.46) and the lowest (2.4±0.49) mean scores, respectively. The data-gathering method, control of a sample of women deaths in reproductive age in the universities of medical sciences, use of international classification of disease, and use of this system information by management teams to set resources allocation achieved the lowest mean scores in studied axes. Treatment deputy staff had a more positive attitude toward the status of information management of IMMSS than the health deputy staff (p=0.004). Although the status of information management in IMMSS was desirable, it could be improved by modification of the data-gathering method; creating communication links between different data resources; a periodic sample control of women deaths in reproductive age in the universities of medical sciences; and implementing ICD-MM and integration of its rules on a unified system of death.

Customer relationship management : the case of a European bank

NARCIS (Netherlands)

Lindgreen, A.; Antioco, M.D.J.

2005-01-01

Purpose – To convert the principle of customer relationship management (CRM) into practical guidelines for best practice in the implementation of a CRM programme in the real world. Design/methodology/approach – The findings of an extensive review of the literature provide the foundations for a

A systems engineering management approach to resource management applications

Science.gov (United States)

Hornstein, Rhoda Shaller

1989-01-01

The author presents a program management response to the following question: How can the traditional practice of systems engineering management, including requirements specification, be adapted, enhanced, or modified to build future planning and scheduling systems for effective operations? The systems engineering management process, as traditionally practiced, is examined. Extensible resource management systems are discussed. It is concluded that extensible systems are a partial solution to problems presented by requirements that are incomplete, partially immeasurable, and often dynamic. There are positive indications that resource management systems have been characterized and modeled sufficiently to allow their implementation as extensible systems.

Optimization of technology SRM (Supply Relationship Management) in oil companies supply; Otimizacao de tecnologia SRM (Supply Relationship Management) em empresas da cadeia do petroleo

Energy Technology Data Exchange (ETDEWEB)

Jovine, Renata Machado; Bastos, Luciana de Barros [Universidade Federal do Rio de Janeiro (UFRJ), RJ (Brazil)

2004-07-01

Recently, becomes very important improve the Supplier Relationship in order to the enterprises reduce costs and increase their efficiency. By that fact, in the last years, people started talking about Supplier Relationship Management - SRM and technologies are being developed to support this management. At Petroleum's Industry, every source should be at the right place, at the right time and should have quality otherwise the damages can be disastrous, considering the high cost of the equipment and environmental questions. So, this project intent to study the SRM of one enterprise of the petroleum area in order to analyze this technology, study references and analyzing the practices related to SRM, criticize and propose improvements that could be done. In this study, was concluded that technology is being developed but there is still place for improvement in the practice. (author)

Survey of relationship between principals’ demographic characteristics and conflict management style choices

OpenAIRE

SEDIGHEH MOKHTARPOUR; MOHSEN KHADEMI; HOSSEIN MOKHTARPOUR

2013-01-01

Introduction: Conflict is inevitable in workplaces and it is very important to manage it in a proper way to minimize the problems that might arise. The aim of this research is surveying the relationship between principals’ demographic characteristics and the choice of conflict management styles. Methods: The statistical society included 213 employed principals of Shiraz high schools. The data on conflict management style choices were gathered using the conflict management qu...

The relationship between EFL teachers’ beliefs and actual practices of classroom management

OpenAIRE

Mohammad Aliakbari; Mohsen Heidarzadi

2015-01-01

This study aimed at analyzing Iranian EFL teachers’ beliefs toward classroom management and the relationship between teachers’ beliefs and their actual practices of classroom management in regard with individual variables such as gender, education degree, and teaching experience. The data were collected using a behavior and instructional management scale inventory and direct class observation through a researcher made classroom management observation checklist. The findings showed that EFL te...

Management of relationship between customer satisfaction and services in hotel industry in Prishtina

OpenAIRE

Dr.Sc. Shpresa Reshidi; MSc. Adelina Zeqiri; MSc. Saranda Kajtazi

2016-01-01

Nowadays, when companies more and more are oriented towards the customer, it is important to make a research on customer satisfaction. This paper will describe the management of relationship between customer satisfaction and services in hotel industry in Pristina. In the first part of the paper, review of the literature of different authors, from books and scientific publications. From the literature we achieved to understand customer relationship management, customer satisfaction and rel...

The Relationship between Ownership Structure and Risk Management: Evidence from Iran

OpenAIRE

Sheyda Lotfi; Ataollah Mohammadi

2014-01-01

This research aims to study the relationship between the Ownership Structure and Risk Management in time period between 2007 to 2013 based on a sample including 642 Year_Firm among campanies listed in Tehran Stock Exchange. In following for each of the variables related to the Ownership Structure such as Institutional Ownership, Management ownership, Family Ownership, and Ownership Concentration, a hypothesis is formulated and its impact upon the Risk Management is investigated. The simple li...

A relationship approach to the marketing of professional ship management services

OpenAIRE

Panayides, Photis Michael

1998-01-01

Merged with duplicate record 10026.1/449 on 01.02.2017 by CS (TIS) Professional ship management, i. e. the management of ships by third parties on behalf of their owners, has grown in importance in international shipping. This research investigates the relationship between professional ship managers and their clients in order to lay down the foundations for optimal marketing strategies directed towards retention of current clients and prospects over the long-term. Profession...

Technology Trust and E-Banking Adoption: The Mediating Effect of Customer Relationship Management Performance

Directory of Open Access Journals (Sweden)

Samsudin Wahab

2012-01-01

Full Text Available The electronic revolution in the Malaysian banking sector has started in the 1970's. The first visible form of electronic innovation in the Malaysian banking industry was the introduction of Automated Teller Machines in 1981. Finally, on June 1, 2000, the Malaysian Central Bank gave the green light for locally owned commercial banks to offer Internet banking services. Due to the drastic changes in the business environment, it leads financial institutions to revise their marketing strategies to stress long-lasting relationships with customers. Relationships is important criteria in the selection of private bank. In many conditions, customer satisfaction mediates the relationship between antecedent’s factors and marketing performance. Hence, CRM performance is about maintaining good relationship and repurchases behavior, word-of-mouth and customer retention. Trust has been studied in traditional physical commercial environments. In the marketing and management literatures, trust is strongly associated with attitudes toward products, services, and purchasing behaviors. So that, the main objective of this research paper is to investigate the role of CRM performance as the mediator in the relationship between trust and E-Banking adoption. Hence, this empirical paper confirmed the role of customer relationship management performance as the mediators in the relationship between trust and electronic banking adoption.Key words: Trust, Customer Relationship Management Performance, E-Banking Adoption

Research on the Relationship Between Conflict Management and Organizational Support

OpenAIRE

Fuat Oktay

2016-01-01

The purpose of the present study is to determine the relationship between Turkish Technic Inc. employees’ conflict management styles and perceived organizational support. The sample of the study which was conducted with correlational and descriptive survey models consisted of 1443 Turkish Airlines employees. A 28-item Conflict Management Style Scale, which was developed by Aflazur (1992) and adapted to Turkish by Boz (2012) and an 8-item Perceived Organizational Support S...

The relationship between the Municipal Master Plan and local Watershed Plans in water management

Directory of Open Access Journals (Sweden)

Denise Gallo Pizella

2015-07-01

Full Text Available The National Water Resources Policy has as one of its tools the drafting of local Water Resource Plans. In view of water resources planning and its relationship to land use planning, the aim of this work is to analyze the institutional and legal difficulties and the potential for an integrated system of water resources management. For this, we used the method of documentary and bibliographic research, beginning with the “Estatuto da Cidade”, a law for urban policy in Brazil, and literature on water management at the municipal and watershed levels. At the municipal level, the “Master Plan” (municipal plan of land use planning became the main instrument of territorial and municipal management, defining the parameters for the compliance of social, environmental and economic functions of real property. In this sense, the municipalities have a responsibility to protect water resources and, without local support, territorial and water management cannot be integrated in the context of the river basin. Despite the difficulties of including environmental variable in urban planning, the Master Plan has the potential to shape local water management systems that are environmentally sustainable and that progressively improve water quality and quantity within the watershed. Similarly, with more significant participation of the municipality in the Basin Committee, it is possible that the forms of municipal land use and occupation can be considered during the development and implementation of the Basin Plan. Thus, the management of water resources can occur integrally.

A study on relationship between audit quality and earnings management in Iranian banking industry

Directory of Open Access Journals (Sweden)

Mohammad Masihi

2013-12-01

Full Text Available This paper presents an empirical investigation to study the relationship between audit quality and earnings management in Iranian banking industry. The proposed study gathers the necessary information from 18 different Iranian banks over the period 2005-2012. The study considers the effects of three independent variables including type of auditing, tenure of auditing and size of bank on earning managements. The result of our survey has indicated that there was a meaningful and reverse relationship between type of accounting and earnings management. In addition, the longer an auditing firm perform auditing program, the better the firm reports earnings management. Finally, as the size of firm increases, there is a better earnings management.

Analysis of Privacy-Enhancing Identity Management Systems

DEFF Research Database (Denmark)

Adjei, Joseph K.; Olesen, Henning

Privacy has become a major issue for policy makers. This has been impelled by the rapid development of technologies that facilitate collection, distribution, storage, and manipulation of personal information. Business organizations are finding new ways of leveraging the value derived from consumer...... is an attempt to understand the relationship between individuals’ intentions to disclose personal information, their actual personal information disclosure behaviours, and how these can be leveraged to develop privacy-enhancing identity management systems (IDMS) that users can trust. Legal, regulatory...... and technological aspects of privacy and technology adoption are also discussed....

Proposal for a Visualization System of Purchase Relationship Using ID-POS Data

Directory of Open Access Journals (Sweden)

Ko Hashimoto

2017-08-01

Full Text Available In recent years, big data analysis is gaining immense credence in the fields of academics and business. Businesses such as management and marketing have demonstrated a strong inclination and interest in data analytics. However, many businesses are unable to utilize data even if they have access to it. The main reason for that is the lack of familiarity with data analytics procedures. Hence, a system needs to be developed that can perform data analytics and demonstrate its benefits. In this study, we use point of sales data obtained from a supermarket chain to analyze and show the relationship between purchase goods at the same time. A supermarket is one of the ideal places to demonstrate data analysis because retail stores have many purchase records and are always conducting various marketing activities. We propose an easy-to-handle visualization system to show the goods that are inter-related. By using our system, a store manager can obtain information about the item sales easily and interactively.

Design of customer knowledge management system for Aglaonema Nursery in South Tangerang, Indonesia

Science.gov (United States)

Sugiarto, D.; Mardianto, I.; Dewayana, TS; Khadafi, M.

2017-12-01

The purpose of this paper is to describe the design of customer knowledge management system to support customer relationship management activities for an aglaonema nursery in South Tangerang, Indonesia. System. The steps were knowledge identification (knowledge about customer, knowledge from customer, knowledge for customer), knowledge capture, codification, analysis of system requirement and create use case and activity diagram. The result showed that some key knowledge were about supporting customer in plant care (know how) and types of aglaonema including with the prices (know what). That knowledge for customer then codified and shared in knowledge portal website integrated with social media. Knowledge about customer were about customers and their behaviour in purchasing aglaonema. Knowledge from customer were about feedback, favorite and customer experience. Codified knowledge were placed and shared using content management system based on wordpress.

The Main Subsystems Involved in Defining the Quality Management System in a Hospital

Directory of Open Access Journals (Sweden)

Dobrea Valentina Alina

2010-06-01

Full Text Available The hospital is the most important organization in health field, so they have to improve the quality in all the activities deployed. A very suitable way to show the hospital’s preoccupation for quality of health services is the quality management system certificate according ISO 9001/2000. In understanding the architecture of the hospital quality management system is necessary to decompose this system in subsystems and analyze each separately: the managerial subsystem, the human subsystem, the social subsystem, thetechnical subsystem, the informative subsystem. The relationship between those subsystems leads to the continuous improvement of quality in health services.

How Health Relationship Management Services (HRMS Benefits Corporate Wellness

Directory of Open Access Journals (Sweden)

Nik Tehrani

2016-06-01

Full Text Available The typical worker spends about 47 hours a week commuting sitting in cars, trains, buses, or sitting at their desks. These statistics show that maintaining a healthy work and life balance has become progressively important. Workplace wellness and health promotion are of central importance for any organization in today's world. People are becoming highly conscious about their health and seek to ensure that they are provided with best medical services and facilities in case of any health issue. Organizations have switched to proactive strategies for the healthcare of their employees. Billions of dollars are spent on the workforce only after illnesses or injuries have occurred. Over the past several decades, healthcare services have drastically changed, altering the manner in which healthcare was previously managed. Technological advancements in medical systems have revolutionized the healthcare industry, and digital health tracking has been quite successful in monitoring patients’ health. Since patients are continuously monitored, no matter where they are, these systems can indicate patients’ adherence to medical protocols and act as a warning sign for such diseases as heart problems, Alzheimer’s disease, and many others. Health Relationship Management Services (HRMS is a new paradigm which defines comprehensive healthcare for an individual. HRMS is a complete health ecosystem suitable for the workplace, which enables healthcare providers to collect personal health data from various sources, analyze it for positive outcomes, and take action to preserve an employee’s good health to reduce absenteeism or turnover. HRMS can act as a preventative sentinel for corporate well-being as well.

Study on the relationship between project management and organizational efficacy in nonprofit organizations

Directory of Open Access Journals (Sweden)

Kao I-Chan

2018-01-01

Full Text Available This study treats the members in nonprofit organizations (NPOs as subjects, and explores the origination, planning, control, and completion of project management in NPOs, as well as the general performance of organizational efficacy, such as environmental satisfaction, organizational atmosphere, operational performance, job engagement, and work quality. It also probes into the relationship and effect. By various research methods, such as literature review and questionnaire survey, this study attempts to determine if project management in NPOs can significantly enhance organizational efficacy. This study finds that different NPOs have significant differences in the general performance of project management and organizational efficacy. When the performance of project management in NPOs is more significant, organizational efficacy is higher. Project management in NPOs has a significant path relationship to organizational efficacy; therefore, reinforcement of vocational training in the project management of NPOs could improve performance, which would have significant effect on enhancing organizational efficacy.

Managing Customer Relationships in the Social Media : Case: Diamo oy

OpenAIRE

Laakso, Heidi

2013-01-01

The purpose of this study was to increase the amount of new likes of Diamo Oy in the social media network site Facebook, eventually aiming for the creation of new customer relationships, increased visibility of the company and into strictly increasing purchasing of their products. The theoretical part of the study consists of the role of content production in the social media field and customer relationship management, of which particularly customer acquisition and retention are discussed mor...

The research on the material management system in nuclear power plant construction process

International Nuclear Information System (INIS)

Liu Xuegeng; Huang Zhongping

2010-01-01

According to the module construction speciality of nuclear power plant, this article analyzes the relationship between the actual amount of the material transported to the construction site and the planed needs of the material, and points out the zero inventory management target in the nuclear power plant construction site. Based on this, the article put forward a nuclear power plant material management system which is based on the 'pull' information driver. This system is composed by material coding sub-system, procurement and site material integrated management sub-system and project control sub-system, and is driven by the material demand from construction site to realize the JIT purchasing. This structure of the system can reduce the gap between the actual amount of the material transported to the site and the planed needs of the material and achieve the target of reducing storage at construction site. (authors)

Automated Generation of Fault Management Artifacts from a Simple System Model

Science.gov (United States)

Kennedy, Andrew K.; Day, John C.

2013-01-01

Our understanding of off-nominal behavior - failure modes and fault propagation - in complex systems is often based purely on engineering intuition; specific cases are assessed in an ad hoc fashion as a (fallible) fault management engineer sees fit. This work is an attempt to provide a more rigorous approach to this understanding and assessment by automating the creation of a fault management artifact, the Failure Modes and Effects Analysis (FMEA) through querying a representation of the system in a SysML model. This work builds off the previous development of an off-nominal behavior model for the upcoming Soil Moisture Active-Passive (SMAP) mission at the Jet Propulsion Laboratory. We further developed the previous system model to more fully incorporate the ideas of State Analysis, and it was restructured in an organizational hierarchy that models the system as layers of control systems while also incorporating the concept of "design authority". We present software that was developed to traverse the elements and relationships in this model to automatically construct an FMEA spreadsheet. We further discuss extending this model to automatically generate other typical fault management artifacts, such as Fault Trees, to efficiently portray system behavior, and depend less on the intuition of fault management engineers to ensure complete examination of off-nominal behavior.

Incorporating co-management within your environmental management system

International Nuclear Information System (INIS)

Melton, D.A.; Maher, S.

1998-01-01

The meaning of co-management in the renewable resource sector in terms of government and First Nations relations was explained. Co-management is a short term for co-operative management and has a formative history in the Northwest Territories, particularly in wildlife management. For example, co-management bridged the gap between the aboriginal way of hunting with those of the government. The aboriginal system was associated by self regulation based on traditional knowledge whereas the government system emphasized science, laws and regulations. At present, there are few examples of co-management in the oil and gas sector. This paper described the lessons that could be learned from previous examples of co-management and how those lessons might apply to an Environmental Management System (EMS) for the private oil and gas sector. 3 refs

Headquarters Air Force Material Command Customer Relationship Management

Science.gov (United States)

2006-06-01

The concept of CRM is new to the Air Force, but customer relationship management has existed as long as there have been buyer and sellers of goods... people that call their customer service centers, which constitute their external customers . This approach does not incorporate inputs and insights...indicator, the ACSI tracks trends in customer satisfaction and provides valuable benchmarking insights of the consumer economy for companies, industry

The Effects of Interactions between Management Control Systems and Strategy on Firm Performance: An Empirical Study

OpenAIRE

Melek Eker; Semih Eker

2016-01-01

In recent years, there has been growing interest in examining the relationships among management control systems, business strategy and firm performance. In this study, the interactions of management control systems and strategy with their impact on firm performance are examined with an empirical analysis, based on the data from 94 manufacturing firms from the top 500 in Turkey in 2014. The results support the postulate that high interaction between interactive control system (ICS) and differ...

Management systems, patient quality improvement, resource availability, and substance abuse treatment quality.

Science.gov (United States)

Fields, Dail; Roman, Paul M; Blum, Terry C

2012-06-01

To examine the relationships among general management systems, patient-focused quality management/continuous process improvement (TQM/CPI) processes, resource availability, and multiple dimensions of substance use disorder (SUD) treatment. Data are from a nationally representative sample of 221 SUD treatment centers through the National Treatment Center Study (NTCS). The design was a cross-sectional field study using latent variable structural equation models. The key variables are management practices, TQM/continuous quality improvement (CQI) practices, resource availability, and treatment center performance. Interviews and questionnaires provided data from treatment center administrative directors and clinical directors in 2007-2008. Patient-focused TQM/CQI practices fully mediated the relationship between internal management practices and performance. The effects of TQM/CQI on performance are significantly larger for treatment centers with higher levels of staff per patient. Internal management practices may create a setting that supports implementation of specific patient-focused practices and protocols inherent to TQM/CQI processes. However, the positive effects of internal management practices on treatment center performance occur through use of specific patient-focused TQM/CPI practices and have more impact when greater amounts of supporting resources are present. © Health Research and Educational Trust.

Progress in customer relationship management adoption: a cross-sector study

OpenAIRE

Meadows, Maureen; Dibb, Sally

2012-01-01

Although customer relationship management (CRM) is widely used by organizations to capture and manage customer data, the process of implementation can be problematic. This article takes a multi-sector view of CRM implementation in three areas of the UK services sector: banking and finance; professional services; and the government/public sector. The study captures variations in CRM practice and implementation across these sectors, applying an existing framework of CRM implementation to tease ...

Kajian Data Mining Customer Relationship Management pada Lembaga Keuangan Mikro

Directory of Open Access Journals (Sweden)

Tikaridha Hardiani

2016-01-01

Full Text Available Companies are required to be ready to face the competition will be intense with other companies, including micro-finance institutions. Faced more intense competition, has led to many businesses in microfinance institutions find profitable strategy to distinguish from the others. Strategy that can be applied is implementing Customer Relationship Management (CRM and data mining. Data mining can be used to microfinance institutions that have a large enough data. Determine the potential customers with customer segmentation can help the decision-making marketing strategy that will be implemented . This paper discusses several data mining techniques that can be used for customer segmentation. Proposed method of data mining technique is fuzzy clustering with fuzzy C-Means algorithm and fuzzy RFM. Keywords : Customer relationship management; Data mining; Fuzzy clustering; Micro-finance institutions; Fuzzy C-Means; Fuzzy RFM

The Relationship between EFL Teachers' Beliefs and Actual Practices of Classroom Management

Science.gov (United States)

Aliakbari, Mohammad; Heidarzad, Mohsen

2015-01-01

This study aimed at analyzing Iranian EFL teachers' beliefs toward classroom management and the relationship between teachers' beliefs and their actual practices of classroom management in regard with individual variables such as gender, education degree, and teaching experience. The data were collected using a behavior and instructional…

The use of technology in customer relationship management (CRM

Directory of Open Access Journals (Sweden)

M. Viljoen

2005-12-01

Full Text Available Relationships have increased in importance in the field of business and marketing in the recent past. This importance can be linked to the changing nature of competition and technological developments. In this context, the question that has been posed is how these two factors affect the development of relationships. In the case of competition, relationships can serve as the basis for competitive advantage, while technology serves as the enabler of relationship building. The focus of this article is a theoretical discussion of the technological developments and their application in the CRM context in the implementation of CRM strategy. The article examines the nature of CRM and the components of the various technological CRM systems as well as the specific types of systems that can be used in relationship building, concluding with a discussion of specific technological tools in the CRM context.

On the Relationship between Individual Creativity and Time Management

Science.gov (United States)

Zampetakis, Leonidas A.; Bouranta, Nancy; Moustakis, Vassilis S.

2010-01-01

The article investigates the relationship between time management behaviours and attitudes with measures of creativity, as assessed by self-rated creativity and a measure of creative personality. Additionally, total creativity is examined, as the sum of the two creativity constructs when z-scored. Using data from a survey of 186 participants,…

Feasibility of Cloud Services for Customer Relationship Management in Small Business : A Drupal Approach towards Software as a Service

OpenAIRE

Sun, Liang

2012-01-01

Information has value. All kinds of business should have information systems for business growth. Software is used for business management and entrepreneurship resource planning worldwide. However, its shortages turn out to be more and more obvious in recent years. Software as a Service (SaaS) is thus regarded as one serious alternative of software. Customer Relationship Management (CRM) is of vital importance in today’s business. SaaS adoption for CRM then becomes a trend in Small and Medium...

Management information systems

Energy Technology Data Exchange (ETDEWEB)

Crump, K.

1978-01-01

An Australian university architect studying management information systems programs at academic institutions in the United States visited 26 universities and colleges and nine educational and professional associations, including extended visits at the University of Wisconsin and the National Center of Higher Education Management Systems. During these visits, he investigated university and college space utilization programs, gained operational and developmental experience at institutions with education philosophies similar to those in Australia, and examined trends in low cost student housing. This report of his observations focusses on management information systems projects throughout the academic community, resource accountability, energy conservation, facilities planning for the handicapped, student housing, and interdisciplinary approaches to education.

Aquarium Viromes: Viromes of Human-Managed Aquatic Systems

Science.gov (United States)

Kim, Yiseul; Van Bonn, William; Aw, Tiong G.; Rose, Joan B.

2017-01-01

An aquarium ecosystem is home to many animal species providing conditions similar to native aquatic habitats but under highly controlled management. With a growing interest in understanding the interaction of microbiomes and resident animal health within aquarium environments, we undertook a metagenomic survey of viromes in seven aquarium systems with differing physicochemical and resident animal profiles. Our results show that a diverse array of viruses was represented in aquarium viromes, many of which were widespread in different aquarium systems (27 common viral families in all of the aquarium systems). Most viromes were dominated by DNA phages of the order Caudovirales as commonly found in other aquatic environments with average relative abundance greater than 64%. The composition and structure of aquarium viromes were associated with controlled system parameters, including nitrate, salinity, and temperature as well as resident animal profiles, indicating the close interaction of viromes with aquarium management practices. Furthermore, finding human associated viruses in a touch exhibit suggested that exposure of aquarium systems to human contact may lead to introduction of human cutaneous viruses into aquaria. This is consistent with the high abundance of skin microflora on the palms of healthy individuals and their detection in recreational waters, such as swimming pools. Lastly, assessment of antibiotic resistance genes (ARGs) in aquarium viromes revealed a unique signature of ARGs in different aquarium systems with trimethoprim being the most common. This is the first study to provide vital information on viromes and their unique relationships with management practices in a human-built and controlled aquarium environment. PMID:28713358

Aquarium Viromes: Viromes of Human-Managed Aquatic Systems

Directory of Open Access Journals (Sweden)

Yiseul Kim

2017-06-01

Full Text Available An aquarium ecosystem is home to many animal species providing conditions similar to native aquatic habitats but under highly controlled management. With a growing interest in understanding the interaction of microbiomes and resident animal health within aquarium environments, we undertook a metagenomic survey of viromes in seven aquarium systems with differing physicochemical and resident animal profiles. Our results show that a diverse array of viruses was represented in aquarium viromes, many of which were widespread in different aquarium systems (27 common viral families in all of the aquarium systems. Most viromes were dominated by DNA phages of the order Caudovirales as commonly found in other aquatic environments with average relative abundance greater than 64%. The composition and structure of aquarium viromes were associated with controlled system parameters, including nitrate, salinity, and temperature as well as resident animal profiles, indicating the close interaction of viromes with aquarium management practices. Furthermore, finding human associated viruses in a touch exhibit suggested that exposure of aquarium systems to human contact may lead to introduction of human cutaneous viruses into aquaria. This is consistent with the high abundance of skin microflora on the palms of healthy individuals and their detection in recreational waters, such as swimming pools. Lastly, assessment of antibiotic resistance genes (ARGs in aquarium viromes revealed a unique signature of ARGs in different aquarium systems with trimethoprim being the most common. This is the first study to provide vital information on viromes and their unique relationships with management practices in a human-built and controlled aquarium environment.

THE RELATIONSHIP BETWEEN PROFESSIONAL AND PRIVATE LIFE OF ROMANIAN MANAGERS

Directory of Open Access Journals (Sweden)

Mirela CIOLAC

2014-12-01

Full Text Available Purpose–The investigation of relationship between professional and family life of managers from Romania in terms of time allocated to these aspects. Design/methodology/approach – This study was conducted on 111 managers from Arad County (56 men and 55 women from various fields of activity. Findings – The results support the idea that leisure time decreases after taking over the position of manager. Practical implications/originality/value – There is no significant association between gender and the amount of leisure time. Although we expected women to report less leisure time after taking over the top management position (and men more leisure time this situation cannot be reported. Explanations: 1. there are differences but they could not be depicted through the manner the data were collected 2. Women managers get help from other people (parents, in-laws, husband, housekeeper after taking over management positions.

Impact of PT. Central Proteinaprima Customer Relationship Management Towards Customer Loyalty in Sidoarjo Area

OpenAIRE

Santoso, Ivandy

2015-01-01

Customer Relationship Management is considered as an important factor that can impact customer loyalty in purchasing a product. In Sidoarjo, PT. Central Proteinaprima, a fish feed company, also competes with other companies to attract customer loyalty. This research is conducted with the aim to find out the effect of customer relationship management on customer loyalty. The data was gathered using simple random sampling by distributing questionnaires to 150 respondents in Sidoarjo...

Proposal for implementation risk management according ABNT NBR ISO 31000 standard applied to internal audit process of Integrated Management System of IPEN

International Nuclear Information System (INIS)

Scapin Junior, Wilson S.; Salvetti, Tereza C.; Longo, Guilherme C.

2015-01-01

The paper objective is to establish a risk management methodology applied to internal audits processes of IPEN Integrated Management System (IMS). In continuous seeking of updating methodologies to assist effective management based on the constant changes in the organizational world, and the development of management tools used for decision making, risk management demonstrates trends to be a new tool with high efficiency. This trend is accentuated by the fact that risk management is being incorporated into the new revision of quality management standard ISO 9001, estimated conclusion in November 2015. The identification, evaluation and treatment of risks are present in eleven items of its ten requirements at new revision. From the conclusion of the review, all organizations certified by that standard should make the necessary changes in their systems to meet the new requirements. This proposal will provide anticipate the changes that will occur in the management system of IPEN in accordance with this new revision. With the character of a pilot program to implement the organizational culture change in relationship to new concepts related to risks and implementation of risk management all other system processes that will be affected by the new revision of this standard. The methodology used for this paper is supported by the standards ABNT NBR ISO 31000. (author)

Proposal for implementation risk management according ABNT NBR ISO 31000 standard applied to internal audit process of Integrated Management System of IPEN

Energy Technology Data Exchange (ETDEWEB)

Scapin Junior, Wilson S.; Salvetti, Tereza C.; Longo, Guilherme C., E-mail: wsscapin@ipen.br, E-mail: salvetti@ipen.br, E-mail: glongo@ipen.br [Instituto de Pesquisas Energeticas e Nucleares (IPEN/CNEN-SP), Sao Paulo, SP (Brazil)

2015-07-01

The paper objective is to establish a risk management methodology applied to internal audits processes of IPEN Integrated Management System (IMS). In continuous seeking of updating methodologies to assist effective management based on the constant changes in the organizational world, and the development of management tools used for decision making, risk management demonstrates trends to be a new tool with high efficiency. This trend is accentuated by the fact that risk management is being incorporated into the new revision of quality management standard ISO 9001, estimated conclusion in November 2015. The identification, evaluation and treatment of risks are present in eleven items of its ten requirements at new revision. From the conclusion of the review, all organizations certified by that standard should make the necessary changes in their systems to meet the new requirements. This proposal will provide anticipate the changes that will occur in the management system of IPEN in accordance with this new revision. With the character of a pilot program to implement the organizational culture change in relationship to new concepts related to risks and implementation of risk management all other system processes that will be affected by the new revision of this standard. The methodology used for this paper is supported by the standards ABNT NBR ISO 31000. (author)

Managing Conflict in Temporary Management Systems

Science.gov (United States)

Wilemon, David L.

1973-01-01

As organizational tasks have grown more complex, several innovative temporary management systems such as matrix management have been developed. The Apollo space program has been an important contribution to the development of matrix management techniques. Discusses the role of conflict within the matrix, its determinants, and the process of…

Database Foundation For The Configuration Management Of The CERN Accelerator Controls Systems

CERN Document Server

Zaharieva, Z; Peryt, M

2011-01-01

The Controls Configuration Database (CCDB) and its interfaces have been developed over the last 25 years in order to become nowadays the basis for the Configuration Management of the Controls System for all accelerators at CERN. The CCDB contains data for all configuration items and their relationships, required for the correct functioning of the Controls System. The configuration items are quite heterogeneous, depicting different areas of the Controls System – ranging from 3000 Front-End Computers, 75 000 software devices allowing remote control of the accelerators, to valid states of the Accelerators Timing System. The article will describe the different areas of the CCDB, their interdependencies and the challenges to establish the data model for such a diverse configuration management database, serving a multitude of clients. The CCDB tracks the life of the configuration items by allowing their clear identification, triggering of change management processes as well as providing status accounting and aud...

CUSTOMER RELATIONSHIP MANAGEMENT (CRM SUCCESS FACTORS: AN EXPLORATORY STUDY

Directory of Open Access Journals (Sweden)

Mohammed ALAMGIR

2015-02-01

Full Text Available Customer relationship management (CRM can improve organization’s performance through applying customer knowledge and maintaining relationships with customers. Literature on CRM in an integrative fashion is sparse, rather issues are presented in isolation mostly focusing on technology ignoring other extra-organizational issues like social rapport and customer knowledge. Likewise, CRM success is poorly sketched and social rapport as a facilitator of knowledge generation has received little attention in the previous literature. Therefore, the main purpose of this research is to investigate the role of CRM, customer knowledge and social rapport on CRM success. The present study considers the Resource-based view in developing CRM success framework. A Qualitative research approach has been taken in this study where ten customer-service managers of different telecom operators of Bangladesh have been interviewed. To identify the factors along with their associated variables and also to further develop a research model a content analysis technique has been utilized. The results of the interviews identified three factors affecting CRM success. This paper also highlights the research and managerial implications of the model.  

Management Information Systems Research.

Science.gov (United States)

Research on management information systems is illusive in many respects. Part of the basic research problem in MIS stems from the absence of standard...decision making. But the transition from these results to the realization of ’satisfactory’ management information systems remains difficult indeed. The...paper discusses several aspects of research on management information systems and reviews a selection of efforts that appear significant for future progress. (Author)

Developing a Customer Relationship Management Model for Better Health Examination Service

Directory of Open Access Journals (Sweden)

Lyu Jr-Jung

2014-11-01

Full Text Available People emphasize on their own health and wish to know more about their conditions. Chronic diseases now take up to 50 percent of top 10 causes of death. As a result, the health-care industry has emerged and kept thriving. This work adopts a customer-oriented business model since most clients are proactive and spontaneous in taking the “distinguished” health examination programs. We adopt the soft system dynamics methodology (SSDM to develop and to evaluate the steps of introducing customer relationship management model into a case health examination organization. Quantitative results are also presented for a case physical examination center and to assess the improved efficiency. The case study shows that the procedures developed here could provide a better service.

Construction Management Risk System (CMRS for Construction Management (CM Firms

Directory of Open Access Journals (Sweden)

Kyungmo Park

2017-02-01

Full Text Available After the global financial crisis of 2008, the need for risk management arose because it was necessary to minimize the losses in construction management (CM firms. This was caused by a decreased amount of orders in the Korean CM market, which intensified order competition between companies. However, research results revealed that risks were not being systematically managed owing to the absence of risk management systems. Thus, it was concluded that it was necessary to develop standard operating systems and implement risk management systems in order to manage risks effectively. Therefore, the purpose of this study was to develop a construction risk management system (CRMS for systematically managing risks. For this purpose, the field operation managers of CM firms were interviewed and surveyed in order to define risk factors. Upon this, a risk assessment priority analysis was performed. Finally, a risk management system that comprised seven modules and 20 sub-modules and was capable of responding systematically to risks was proposed. Furthermore, the effectiveness of this system was verified through on-site inspection. This system allows early response to risks, accountability verification and immediate response to legal disputes with clients by managing risk records.

Development of Information Management System for Plant Life Cycle Management

International Nuclear Information System (INIS)

Byon, SuJin; Lee, SangHyun; Kim, WooJoong

2015-01-01

The study subjects are S. Korean NPP(Nuclear Power Plant) construction projects. Design, construction, operations companies have different nuclear power plant construction project structures, and each company has its own Information Management System. In this study, the end user developed an Information Management System early in the project, and developed a management structure that systematically integrates and interfaces with information in each lifecycle phase. The main perspective of Information Management is moving from the existent document-centric management to the data-centric management. To do so, we intend to integrate information with interfaces among systems. Integrated information management structure and management system are essential for an effective management of the lifecycle information of nuclear power plants that have a lifespan over as much as 80 years. The concept of integration management adopted by the defence, ocean industries or various PLM solution providers is important. Although the NPP project has application systems in each key lifecycle phase, it is more effective to develop and use PLIMS in consideration of the interface and compatibility of information among systems. As an initial study for development of that integrated information management structure, this study is building the system and has interfaced it with a design-stage system

Development of Information Management System for Plant Life Cycle Management

Energy Technology Data Exchange (ETDEWEB)

Byon, SuJin; Lee, SangHyun; Kim, WooJoong [KOREA HYDRO and NUCLEAR POWER CO. LTD, Daejeon (Korea, Republic of)

2015-10-15

The study subjects are S. Korean NPP(Nuclear Power Plant) construction projects. Design, construction, operations companies have different nuclear power plant construction project structures, and each company has its own Information Management System. In this study, the end user developed an Information Management System early in the project, and developed a management structure that systematically integrates and interfaces with information in each lifecycle phase. The main perspective of Information Management is moving from the existent document-centric management to the data-centric management. To do so, we intend to integrate information with interfaces among systems. Integrated information management structure and management system are essential for an effective management of the lifecycle information of nuclear power plants that have a lifespan over as much as 80 years. The concept of integration management adopted by the defence, ocean industries or various PLM solution providers is important. Although the NPP project has application systems in each key lifecycle phase, it is more effective to develop and use PLIMS in consideration of the interface and compatibility of information among systems. As an initial study for development of that integrated information management structure, this study is building the system and has interfaced it with a design-stage system.

APLIKASI MOBILE-CUSTOMER RELATIONSHIP MANAGEMENT UNTUK SMALL AND MEDIUM SIZE ENTERPRISES (SMEs

Directory of Open Access Journals (Sweden)

Utaminingsih Linarti

2015-07-01

Full Text Available The key factor of enterprise in order to still growth and developed is customer. The customer will give the value to the enterprise in the form of profit. Therefore, enterprises must be able to establish an sustainable relationship to customer. Since 1990 began to develop what is called Customer Relationship Management (CRM. CRM implements between the development of information technology and customer-centric views. The development of technology and the human need's to move quickly, CRM evolved into a mobile CRM. The Internet make mobile-CRM easily used to all of enterprise, especially small and medium size enterprise. This article is aim to explain the role and the applicability of mobile CRM to business level conditions of small and medium size enterprises (SMEs. The presence of mobile phone operating system that is flexible (android system, the internet cost of affordable and the social media applications as analogy of user interface in making mobile CRM application. CRM mobile application can be downloaded or installed through the app store with ease. It encourages mobile-CRM benefit's rather than as a function of customer data collection but became a window for customer information. In addition, the database can be analysis and relate to customer activity. Mobile CRM applications can take advantage of cross selling methods.

WRAP Module 1 data management system (DMS) software design description (SDD)

Energy Technology Data Exchange (ETDEWEB)

Talmage, P.A.

1995-03-17

The Waste Receiving and Processing (WRAP) Module 1 Data Management System (DMS) System Design Description (SDD) describes the logical and physical architecture of the system. The WRAP 1 DMS SDD formally partitions the elements of the system described in the WRAP 1 DMS Software requirements specification into design objects and describes the key properties and relationships among the design objects and interfaces with external systems such as the WRAP Plant Control System (PCS). The WRAP 1 DMS SDD can be thought of as a detailed blueprint for implementation activities. The design descriptions contained within this document will describe, in detail, the software products that will be developed to assist the Project W-026, Waste Receiving and Processing Module 1, in their management functions. The WRAP 1 DMS is required to collect, store, and report data related to certification, tracking, packaging, repackaging, processing, and shipment of waste processed or stored at the WRAP 1 facility.

WRAP Module 1 data management system (DMS) software design description (SDD)

International Nuclear Information System (INIS)

Talmage, P.A.

1995-01-01

The Waste Receiving and Processing (WRAP) Module 1 Data Management System (DMS) System Design Description (SDD) describes the logical and physical architecture of the system. The WRAP 1 DMS SDD formally partitions the elements of the system described in the WRAP 1 DMS Software requirements specification into design objects and describes the key properties and relationships among the design objects and interfaces with external systems such as the WRAP Plant Control System (PCS). The WRAP 1 DMS SDD can be thought of as a detailed blueprint for implementation activities. The design descriptions contained within this document will describe, in detail, the software products that will be developed to assist the Project W-026, Waste Receiving and Processing Module 1, in their management functions. The WRAP 1 DMS is required to collect, store, and report data related to certification, tracking, packaging, repackaging, processing, and shipment of waste processed or stored at the WRAP 1 facility

A Reinforcement Model of the Relationships of Supervisors' General Communication Styles and Conflict Management Styles to Task Attraction.

Science.gov (United States)

Wheeless, Lawrence R.; Reichel, Lisa S.

1990-01-01

Investigates the relationship between general styles of communicating and more situation-specific conflict management styles. Finds substantial relationships between general communication styles and conflict management styles, as well as very substantial relationships between the style constructs and task attraction of supervisors. (SR)

Soft systems thinking and social learning for adaptive management.

Science.gov (United States)

Cundill, G; Cumming, G S; Biggs, D; Fabricius, C

2012-02-01