WorldWideScience

Sample records for resource management crm

  1. Crew Resource Management (CRM) video storytelling project: a team-based learning activity

    OpenAIRE

    Ma, Maggie Jiao; Denando, John

    2011-01-01

    This Crew Resource Management (CRM) video storytelling project asks students to work in a team (4-5 people per team) to create (write and produce) a video story. The story should demonstrate lacking and ill practices of CRM knowledge and skills, or positive skills used to create a successful scenario in aviation (e. g. , flight training, commercial aviation, airport management). The activity is composed of two parts: (1) creating a video story of CRM in aviation, and (2) delivering a group pr...

  2. Team training in the skies: does crew resource management (CRM) training work?

    Science.gov (United States)

    Salas, E; Burke, C S; Bowers, C A; Wilson, K A

    2001-01-01

    The aviation community has invested great amounts of money and effort into crew resource management (CRM) training. Using D. L. Kirkpatrick's (1976) framework for evaluating training, we reviewed 58 published accounts of CRM training to determine its effectiveness within aviation. Results indicated that CRM training generally produced positive reactions, enhanced learning, and promoted desired behavioral changes. However, we cannot ascertain whether CRM has an effect on an organization's bottom line (i.e., safety). We discuss the state of the literature with regard to evaluation of CRM training programs and, as a result, call for the need to conduct systematic, multilevel evaluation efforts that will show the true effectiveness of CRM training. As many evaluations do not collect data across levels (as suggested by D. L. Kirkpatrick, 1976, and by G. M. Alliger, S. I. Tannenbaum, W. Bennett, Jr., & H. Traver, 1997), the impact of CRM cannot be truly determined; thus more and better evaluations are needed and should be demanded.

  3. Crew Resource Management (CRM video storytelling project: a team-based learning activity

    Directory of Open Access Journals (Sweden)

    Ma, Maggie Jiao

    2011-01-01

    Full Text Available This Crew Resource Management (CRM video storytelling project asks students to work in a team (4-5 people per team to create (write and produce a video story. The story should demonstrate lacking and ill practices of CRM knowledge and skills, or positive skills used to create a successful scenario in aviation (e. g. , flight training, commercial aviation, airport management. The activity is composed of two parts: (1 creating a video story of CRM in aviation, and (2 delivering a group presentation. Each tem creates a 5-8 minute long video clip of its story. The story must be originally created by the team to educate pilot and/or aviation management students on good practices of CRM in aviation. Accidents and incidents can be used as a reference to inspire ideas. However, this project is not to re-create any previous CRM accidents/incidents. The video story needs to be self-contained and address two or more aspects of CRM specified in the Federal Aviation Administration’s Advisory Circular 120-51. The presentation must include the use of PowerPoint or similar software and additional multimedia visual aids. The presentation itself will last no more than 17 minutes in length; including the actual video story (each group has additional 3 minutes to set up prior to the presentation. During the presentation following the video each team will discuss the CRM problems (or invite audience to identify CRM problems and explain what CRM practices were performed, and should have been performed. This presentation also should describe how each team worked together in order to complete this project (i. e. , good and bad CRM practiced

  4. The effects of Crew Resource Management (CRM) training on flight attendants' safety attitudes.

    Science.gov (United States)

    Ford, Jane; Henderson, Robert; O'Hare, David

    2014-02-01

    A number of well-known incidents and accidents had led the aviation industry to introduce Crew Resource Management (CRM) training designed specifically for flight attendants, and joint (pilot and flight attendant) CRM training as a way to improve teamwork and communication. The development of these new CRM training programs during the 1990s highlighted the growing need for programs to be evaluated using research tools that had been validated for the flight attendant population. The FSAQ (Flight Safety Attitudes Questionnaire-Flight Attendants) was designed specifically to obtain safety attitude data from flight attendants working for an Asia-Pacific airline. Flight attendants volunteered to participate in a study before receiving CRM training (N=563) and again (N=526) after CRM training. Almost half (13) of the items from the 36-item FSAQ showed highly significant changes following CRM training. Years of experience, crew position, seniority, leadership roles, flight attendant crew size, and length of route flown were all predictive of safety attitudes. CRM training for flight attendants is a valuable tool for increasing positive teamwork behaviors between the flight attendant and pilot sub-groups. Joint training sessions, where flight attendants and pilots work together to find solutions to in-flight emergency scenarios, provide a particularly useful strategy in breaking down communication barriers between the two sub-groups. Copyright © 2013 National Safety Council and Elsevier Ltd. All rights reserved.

  5. Review of crisis resource management (CRM) principles in the setting of intraoperative malignant hyperthermia.

    Science.gov (United States)

    Isaak, Robert Scott; Stiegler, Marjorie Podraza

    2016-04-01

    The practice of medicine is characterized by routine and typical cases whose management usually goes according to plan. However, the occasional case does arise which involves rare catastrophic emergencies, such as intraoperative malignant hyperthermia (MH), which require a comprehensive, coordinated, and resource-intensive treatment plan. Physicians are expected to provide expert quality care for routine, typical cases, but is it reasonable to expect the same standard of expertise and comprehensive management when the emergency involves a rare entity? Although physicians would like to say yes to this question, the reality is that no physician will ever amass the amount of experience in patient care needed to truly qualify as an expert in the management of a rare emergency entity, such as MH. However, physicians can become expert in the global process of managing emergencies by using the principles of crisis resource management (CRM). In this article, we review the key concepts of CRM, using a real life example of a team who utilized CRM principles to successfully manage an intraoperative MH crisis, despite there being no one on the team who had ever previously encountered a true MH crisis.

  6. Whither CRM? Future directions in Crew Resource Management training in the cockpit and elsewhere

    Science.gov (United States)

    Helmreich, Robert L.

    1993-01-01

    The past decade has shown worldwide adoption of human factors training in civil aviation, now known as Crew Resource Management (CRM). The shift in name from cockpit to crew reflects a growing trend to extend the training to other components of the aviation system including flight attendants, dispatchers, maintenance personnel, and Air Traffic Controllers. The paper reports findings and new directions in research into human factors.

  7. Cockpit Resource Management (CRM): A tool for improved flight safety (United Airlines CRM training)

    Science.gov (United States)

    Carroll, J. E.; Taggart, William R.

    1987-01-01

    The approach and methodology used in developing cockpit management skills is effective because of the following features: (1) A comparative method of learning is used enabling crewmembers to study different forms of teamwork. (2) The learning comes about as a result of crewmembers learning from one another instead of from an expert instructor. (3) Key elements of cockpit teamwork and effective management are studied so that crewmembers can determine how these elements can improve safety and problem solving. (4) Critique among the crewmembers themselves rather than from outsiders is used as a common focusing point for crews to provide feedback to one another on how each can be a more effective crewmember. (5) The training is continuous in the sense that it becomes part of recurrent, upgrade, and other forms of crewmember training and development. And (6) the training results in sound and genuine insights that come about through solid education as opposed to tutoring, coaching, or telling crewmembers how to behave more effectively.

  8. Community-Based Coastal Resource Management (CB-CRM: a Case Study f Mariveles, Bataan, Philippines

    Directory of Open Access Journals (Sweden)

    Andrew Lou L. Mungcal

    2013-11-01

    Full Text Available This paper addressed the issue of sustainable coastal resource management through a successful Community-Based Coastal Resource Management (CB-CRM Program in the Municipality of Mariveles, province of Bataan in the Philippines. The paper investigated how governance and institutional and legislative framework, and the concept of sustainable development complemented each other to promote good local eco-governance in the management and protection of finite local marine resources. Specifically, it analyzed how the local fisherfolk community of Mariveles utilized efficiently their finite marine resources in the context of eco-governance. It also investigated how the cooperative efforts of various stakeholders: peoples’ organizations (POs, local government unit (LGU, and a non-government organization (NGO in Mariveles, Bataan affected their coastal resources against environmental degradation and exploitation. This paper would benefit POs, LGUs, and NGOs in their quest for sustainable management and conservation of their limited coastal resources. This paper yielded the following findings. First, POs and NGOs engage when NGOs can strengthen the POs’ capacity building through the transfer of skills and technology, when NGOs can enhance the POs’ indigenous knowledge, and when NGOs are more knowledgeable of formal venues of LGU participation. Second, LGUs, NGOs and POs engage when POs and NGOs can complement each other to strengthen their capacity building, and when NGOs can help implement environmental programs that are beneficial to the POs. Third, NGOs and POs engage when POs are threatened by elite power, and when NGOs want their environmental issues on LGU’s legislative agenda. Finally, NGOs and POs engage when they see possible LGU cooperation. Participant observation through focus group discussion (FGD and key informants’ interview of different stakeholders was a primary source of information in formulating the aforementioned conclusions

  9. Community-Based Coastal Resource Management (CB-CRM: a Case Study f Mariveles, Bataan, Philippines

    Directory of Open Access Journals (Sweden)

    Andrew L.L Munchal

    2016-06-01

    Full Text Available This paper addressed the issue of sustainable coastal resource management through a successful Community-Based Coastal Resource Management (CB-CRM Program in the Municipality of Mariveles, province of Bataan in the Philippines. The paper investigated how governance and institutional and legislative framework, and the concept of sustainable development complemented  each  other  to  promote  good  local  eco-governance in  the management and protection of finite local marine resources. Specifically, it analyzed how the local fisherfolk community of Mariveles utilized efficiently their finite marine resources in the context of eco-governance. It also investigated how the cooperative efforts of various stakeholders: peoples’ organizations (POs,  local  government unit  (LGU,  and  a  non- government organization (NGO  in  Mariveles, Bataan  affected  their  coastal  resources against environmental degradation and exploitation. This paper would benefit POs, LGUs, and NGOs in their quest for sustainable management and conservation of their limited coastal resources. This paper yielded the following findings. First, POs and NGOs engage when NGOs can strengthen the POs’ capacity building through the transfer of skills and technology, when NGOs can enhance the POs’ indigenous knowledge, and when NGOs are more knowledgeable of formal venues of LGU participation. Second, LGUs, NGOs and POs engage when POs and NGOs can complement each other to strengthen their capacity building, and when NGOs can help implement environmental programs that are beneficial to the POs. Third, NGOs and POs engage when POs are threatened by elite power, and when NGOs want their environmental issues on LGU’s legislative agenda. Finally, NGOs and POs engage when they see possible LGU cooperation. Participant observation through focus group discussion (FGD and key informants’ interview of different stakeholders was a  primary  source  of

  10. Improved recognition of ineffective chest compressions after a brief Crew Resource Management (CRM) training: a prospective, randomised simulation study.

    Science.gov (United States)

    Haffner, Leopold; Mahling, Moritz; Muench, Alexander; Castan, Christoph; Schubert, Paul; Naumann, Aline; Reddersen, Silke; Herrmann-Werner, Anne; Reutershan, Jörg; Riessen, Reimer; Celebi, Nora

    2017-03-03

    Chest compressions are a core element of cardio-pulmonary resuscitation. Despite periodic training, real-life chest compressions have been reported to be overly shallow and/or fast, very likely affecting patient outcomes. We investigated the effect of a brief Crew Resource Management (CRM) training program on the correction rate of improperly executed chest compressions in a simulated cardiac arrest scenario. Final-year medical students (n = 57) were randomised to receive a 10-min computer-based CRM or a control training on ethics. Acting as team leaders, subjects performed resuscitation in a simulated cardiac arrest scenario before and after the training. Team members performed standardised overly shallow and fast chest compressions. We analysed how often the team leader recognised and corrected improper chest compressions, as well as communication and resuscitation quality. After the CRM training, team leaders corrected improper chest compressions (35.5%) significantly more often compared with those undergoing control training (7.7%, p = 0.03*). Consequently, four students have to be trained (number needed to treat = 3.6) for one improved chest compression scenario. Communication quality assessed by the Leader Behavior Description Questionnaire significantly increased in the intervention group by a mean of 4.5 compared with 2.0 (p = 0.01*) in the control group. A computer-based, 10-min CRM training improved the recognition of ineffective of chest compressions. Furthermore, communication quality increased. As guideline-adherent chest compressions have been linked to improved patient outcomes, our CRM training might represent a brief and affordable approach to increase chest compression quality and potentially improve patient outcomes.

  11. The effects of Crew Resource Management (CRM) training in airline maintenance: Results following three year's experience

    Science.gov (United States)

    Taylor, J. C.; Robertson, M. M.

    1995-01-01

    An airline maintenance department undertook a CRM training program to change its safety and operating culture. In 2 1/2 years this airline trained 2200 management staff and salaried professionals. Participants completed attitude surveys immediately before and after the training, as well as two months, six months, and one year afterward. On-site interviews were conducted to test and confirm the survey results. Comparing managers' attitudes immediately after their training with their pretraining attitudes showed significant improvement for three attitudes. A fourth attitude, assertiveness, improved significantly above the pretraining levels two months after training. The expected effect of the training on all four attitude scales did not change significantly thereafter. Participants' self-reported behaviors and interview comments confirmed their shift from passive to more active behaviors over time. Safety, efficiency, and dependability performance were measured before the onset of the training and for some 30 months afterward. Associations with subsequent performance were strongest with positive attitudes about sharing command (participation), assertiveness, and stress management when those attitudes were measured 2 and 12 months after the training. The two month follow-up survey results were especially strong and indicate that active behaviors learned from the CRM training consolidate and strengthen in the months immediately following training.

  12. Cockpit Resource Management (CRM) and human factors training: What Air New Zealand is doing about it

    Science.gov (United States)

    Scott-Milligan, Fionna; Wyness, Bryan

    1987-01-01

    The authors have played an integral role in Air New Zealand's evaluation of CRM and Human Factors training options available to date. As the final decision as to which course is best suited to Air New Zealand's needs has yet to be made, briefly outlined are: (1) why this form of training was considered necessary; (2) the approach taken to evaluating the options available; (3) some of the problems encountered on the way; and (4) some plans for the future.

  13. 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.  

  14. SOCIAL CRM FOR CUSTOMER KNOWLEDGE MANAGEMENT

    Directory of Open Access Journals (Sweden)

    Dorota Buchnowska

    2014-12-01

    Full Text Available The recent development and expansion of Web 2.0 technologies have created remarkable opportunities for Customer Knowledge Management (CKM. The goals of this paper are to analyze how organizations can apply Social CRM (social technologies integrated with traditional CRM systems systems for CKM and to investigate what benefits they may derive from the use of social technologies. To achieve these objectives, the article shows the concept of Social CRM, differences between CRM and SCRM, and a review of CKM models presented in the literature. Then, there are indicated the possibilities of using SCRM solutions in the processes of customer knowledge management, and there are presented examples of the use of different types of social media in the management of different types of customer knowledge.

  15. Exploring the Importance of Knowledge Management for CRM Success

    OpenAIRE

    Aurora Garrido-Moreno; Antonio Padilla-Meléndez; Ana Rosa Del Águila-Obra

    2010-01-01

    After reporting a literature review on Customer Relationship Management (CRM) and knowledge management, some important issued arise, in particular related to the lack of success of CRM strategies implementation. The paper contributes to this proposing an integrated model of CRM success taking into account complementary factors such as organizational factors, technology, knowledge management and customer orientation.

  16. Crew Resource Management: An Introductory Handbook

    Science.gov (United States)

    1992-08-01

    AND MAINTENANCE SKILLS: a cluster of CRM skills focusing on interpersonal relationships and effective team practices. 56 TEAM MANAGEMENT : command and...Information Service, Springfield, VA 22161 13. ABSTRACT (Maximum 200 words) Recent research findings suggest that crew resource management ( CRM ) training can...of ways to achieve effective CRM . 14. SUBJECT TERMS 15. NUMBER OF PAGES 62 Crew Resource Management ( CRM ). Air Carrier Training, Flight Crew

  17. Managing Change: the people side of implementing CRM processes

    OpenAIRE

    Hann, David

    2006-01-01

    This report has been produced with the remit of analysing the people side of change management with regard to a Customer Relationship Management (CRM) process implementation at Jupiter Design (Jupiter). An increasing churn of clients and 12- years of growth has made Jupiter realise they must maximise revenues from existing clients. The adoption of a CRM approach has been suggested as a possible solution.

  18. Implementation Research of CRM System

    Institute of Scientific and Technical Information of China (English)

    2002-01-01

    This paper firstly discusses the importance of impl em enting CRM (Costumer Relationship Management) in the information era, studies th e elementary theory of CRM, and the relationship between CRM and ERP(Enterprise Resource Planning). Then the present situation of application of CRM system in C hina is analyzed in details. Based on the actuality and development object in th e future of ChangSha Zoomlion Heavy Industry and Technology Development CO., LTD ., the objective of CRM implementation and organizat...

  19. 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...

  20. 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...

  1. 77 FR 20010 - Proposed Information Collection; Comment Request; Online Customer Relationship Management (CRM...

    Science.gov (United States)

    2012-04-03

    ... DEPARTMENT OF COMMERCE Minority Business Development Agency Proposed Information Collection; Comment Request; Online Customer Relationship Management (CRM)/Performance Databases, the Online Phoenix... of program goals via the Online CRM/Performance Databases. The data collected through the Online CRM...

  2. CRM as a support for knowledge management and customer

    OpenAIRE

    Toriani, Silvana; Angeloni, Maria Terezinha

    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...

  3. 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...

  4. Open Source CRM Systems for SMEs

    OpenAIRE

    Marco Tereso; Jorge Bernardino

    2011-01-01

    Customer Relationship Management (CRM) systems are very common in large companies. However, CRM systems are not very common in Small and Medium Enterprises (SMEs). Most SMEs do not implement CRM systems due to several reasons, such as lack of knowledge about CRM or lack of financial resources to implement CRM systems. SMEs have to start implementing Information Systems (IS) technology into their business operations in order to improve business values and gain more competitive advantage over r...

  5. 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.

  6. CRM AS A MANAGEMENT TOOL FOR IMPROVING SERVICES

    Directory of Open Access Journals (Sweden)

    Davor M. Nikolić

    2014-01-01

    Full Text Available The exact information provided in the right place at the right time represents one of the most important business resources of a company. Transformation of the world economy from industrialized one to a service economy, along with its complete orientation towards consumers and a digitalization of every business process is evident. As all decisions need data, the development of IT technology has led to the fact that information system and system of informing greatly facilitate the strategic decision-making processes leading to the changes in a relationship between an organization’s potential and market needs, viz. customer needs. More and more organizations and companies recognize the need to make their customers the central point of their support service as well as of strong and strategic customer care process, including customer profiling, customer segmentation, customer research, investment in technology and management. Customer Relationship Management (CRM includes business processes that do not highlight only the strategy, but the process of acquiring, retaining and partnering with customers as well, thus creating the additional value for both the company and the customer.

  7. Customer Relationship Management (CRM dan Nilai Pelanggan terhadap Loyalitas Pelanggan

    Directory of Open Access Journals (Sweden)

    Budiman Budiman

    2010-09-01

    Full Text Available The tourism world today gains a lot of attention and spotlight is greatly increased in many countries and in different places in the world. It is proven by the increasing number of tourist resorts built, due to visitors using the facility. The purpose of this study is to determine whether there is influence of Customer Relationship Management (CRM on Customer Value at Hotel Crystal, to see if there is influence of CRM on Customer Loyalty at Hotel Kristal, and to find out whether there is influence of Customer Value on Customer Loyalty at Hotel Kristal. The research is descriptive, while the research method used is survey of 100 customers in Hotel Kristal, South Jakarta. Path analyze is used to determine the influence between variables. Result indicates that the CRM provides a positive and significant influence on the Customer Value at Hotel Kristal. Meanwhile, CRM and Customer Value provide a positive and significant influence at Hotel Kristal subsequently affecting Customer Loyalty Hotel Kristal.

  8. Role of Knowledge Management and Analytical CRM in Business: Data Mining Based Framework

    Science.gov (United States)

    Ranjan, Jayanthi; Bhatnagar, Vishal

    2011-01-01

    Purpose: The purpose of the paper is to provide a thorough analysis of the concepts of business intelligence (BI), knowledge management (KM) and analytical CRM (aCRM) and to establish a framework for integrating all the three to each other. The paper also seeks to establish a KM and aCRM based framework using data mining (DM) techniques, which…

  9. CRM - I Want It My Way!

    Science.gov (United States)

    Henwood, Bart

    2007-01-01

    This viewgraph presentation provides an overview of crew resource management (CRM). Topics include what makes a good participant in a team process, human perception and response of individual behavior, characteristics of a bad participant, factors that affect performance, CRM assumptions and techniques, and CRM and individuality.

  10. CUSTOMER RELATIONSHIP MANAGEMENT ( CRM IN HOTEL INDUSTRY : A FRAMEWORK PROPOSAL ON THE RELATIONSHIP AMONG CRM DIMENSIONS, MARKETING CAPABILITIES, AND HOTEL PERFORMANCE

    Directory of Open Access Journals (Sweden)

    Abdul Alem Mohammed

    2012-01-01

    Full Text Available Customer relationship management (CRM has a growing popularity and is becoming one of the hottest academic and practical topics in the business field. In fact, due to the competitive environment, CRM is crucial and has become a niche for firm performance. However, there is limited research that reveals the relationship between CRM dimensions and hotel performance. Therefore this study is an attempt to provide a value conceptual model that explains the theoretical linkages existing between CRM dimensions and hotel performance. This study serves not only to clarify the relationship between CRM dimensions and hotel performance, but also to explain the mediation role of marketing capabilities in this relationship.

  11. 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...

  12. Selecting pilots with crew resource management skills.

    Science.gov (United States)

    Hedge, J W; Bruskiewicz, K T; Borman, W C; Hanson, M A; Logan, K K; Siem, F M

    2000-10-01

    For years, pilot selection has focused primarily on the identification of individuals with superior flying skills and abilities. More recently, the aviation community has become increasingly aware that successful completion of a flight or mission requires not only flying skills but the ability to work well in a crew situation. This project involved development and validation of a crew resource management (CRM) skills test for Air Force transport pilots. A significant relation was found between the CRM skills test and behavior-based ratings of aircraft commander CRM performance, and the implications of these findings for CRM-based selection and training are discussed.

  13. CRM and the Bottom Line

    DEFF Research Database (Denmark)

    Josiassen, Alexander; Assaf, A. George; Cvelbar, Ljubica Knezevic

    2014-01-01

    Successful firms often endeavour to assure competitive advantages through the relationships with their customers. Consequently, customer relationship management (CRM) has become of pivotal importance to many firms. This study investigates the effect of each CRM dimension on the performance...... of hotels. We found that in general hotels should aim to improve CRM capabilities because it has a positive effect on firm performance. Contrary to some previous assumptions, CRM investments did not result in positive performance. These findings are important as hotels strive to allocate resources...

  14. Peran E-crm (Electronic Customer Relationship Management) Dalam Meningkatkan Kualitas Pelayanan (Studi Pada Harris Hotel & Conventions Malang)

    OpenAIRE

    Ramadhan, Almira Bintang; Kusumawati, Andriani; Dewantara, Rizki Yudhi

    2016-01-01

    E-CRM (Electronic Customer Relationship Management) is one of business concepts and technology that supported by information systems to integrate all of business proccess that customer interacted. The most common E-CRM implementation in hotel industry is website. This research is to know the role of E-CRM to improve service quality, describe the implementation of E-CRM, understand the guest service procedure in, and to know the service quality through E-CRM in Harris Hotel & Conventions M...

  15. How did crew resource management take-off outside of the cockpit? : a systematic review of how crew resource management training is conceptualised and evaluated for non-pilots

    NARCIS (Netherlands)

    Havinga, Jop; de Boer, R.J.; Rae, Andrew; Dekker, Sidney

    2017-01-01

    Crew resource management (CRM) training for flight crews is widespread and has been credited with improving aviation safety. As other industries have adopted CRM, they have interpreted CRM in different ways. We sought to understand how industries have adopted CRM, regarding its conceptualisation and

  16. Cockpit resource management training at People Express

    Science.gov (United States)

    Bruce, Keith D.; Jensen, Doug

    1987-01-01

    In January 1986 in a continuing effort to maintain and improve flight safety and solve some Cockpit Resource Management (CRM) problems, People Express implemented a new CRM training program. It is a continuously running program, scheduled over the next three years and includes state-of-the-art full-mission simulation (LOFT), semi-annual seminar workshops and a comprehensive academic program authored by Robert W. Mudge of Cockpit Management Resources Inc. That program is outlined and to maximize its contribution to the workshop's goals, is organized into four topic areas: (1) Program content: the essential elements of resource management training; (2) Training methods: the strengths and weaknesses of current approaches; (3) Implementation: the implementation of CRM training; and (4) Effectiveness: the effectiveness of training. It is confined as much as possible to concise descriptions of the program's basic components. Brief discussions of rationale are included, however no attempt is made to discuss or review popular CRM tenets or the supporting research.

  17. 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.

  18. Real Time Cockpit Resource Management (CRM) Training

    Science.gov (United States)

    2010-10-01

    large numbers of these systems (Office of the Secretary of Defense, 2006). Future aircraft design is following current trends towards unmanned...effects of interactive immersive classroom training, eLearning , Web-based gaming and the hands-on team trainer. With the pertinent human factors skills...will be extremely valuable in making improvements to the course in the future . On a slightly less positive note, responses to questions 19-22

  19. Use of simplifier scenarios for CRM training

    Science.gov (United States)

    Weatherly, D.

    1984-01-01

    Cockpit resource management (CRM) at Metro Airlines is discussed. The process by which the program of CRM training was initiated is mentioned. Management aspects of various flying scenarios are considered. The transfer of training from the classroom to the field is assessed.

  20. Knowledge Management and its Role in Customer Relationship Marketing Campaigns Empirical study of online CRM tools

    OpenAIRE

    Al-Hayaly, Ali

    2015-01-01

    This empirical study aimed at conducting a cross case analysis of a four targeted Web-based CRM companies (Microsoft dynamics, Salesforce.com, Sugarcrm and Oracle on demand), in which this research will recognize the extent of knowledge management implantations used in these selected systems. Then highlighting the enhancement role of knowledge management implantations on these web-based CRM selected systems. Besides conducting the cross mapping the marketing campaigns of these selected system...

  1. Pengaruh Customer Relationship Management (Crm) Terhadap Customer Satisfaction Dan Customer Loyalty Pada Pelanggan Matahari Department Store

    OpenAIRE

    Ham, Meyske

    2016-01-01

    This study was conducted to determine the effect Benefits of Customer Relationship Management and Customer satisfation to Customer Loyalty in Customers Matahari Department Store. Customer relationship management (CRM) is part of a marketing strategy to get satisfaction and increase customer loyalty. CRM and customer satisfaction can encourage customer loyalty where customers do not easily switch to other companies. The population is all customers Matahari Department Store, and the sample are ...

  2. Controller resource management : what can we learn from aircrews?

    Science.gov (United States)

    1995-07-01

    This paper provides an overview of the scientific literature regarding Crew Resource Management (CRM). It responds to tasking from the Office of Air Traffic Program Management to conduct studies addressing the application of team training models such...

  3. THE INFLUENCE OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM ON CUSTOMER LOYALTY IN JW MARRIOTT HOTEL SURABAYA

    Directory of Open Access Journals (Sweden)

    Fransisca Andreani

    2012-01-01

    Full Text Available Customer Relationship Management (CRM merupakan salah satu strategi untuk mempertahankan pelanggan. Dengan terjalinnya hubungan yang erat diharapkan pelanggan menjadi loyal pada perusahaan. Penelitian ini bertujuan untuk mengetahui pengaruh CRM terhadap loyalitas pelanggan di Hotel JW Marriott Surabaya dengan teknik analisis regresi linier berganda. Hasil penelitian menunjukkan bahwa CRM yang meliputi financial benefits, social benefits dan structural ties berpengaruh positif dan signifikan terhadap loyalitas pelanggan Hotel JW Marriott Surabaya. Faktor yang berpengaruh dominan terhadap loyalitas pelanggan Hotel JW Marriott Surabaya adalah structural ties.

  4. 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...

  5. Integrated Measurement of Crew Resource Management and Technical Flying Skills

    Science.gov (United States)

    1993-08-01

    This report presents the findings of a study designed with two objectives: to produce a prototype performance : measurement instrument (PMI) that integrates the assessment of Crew Resource Management (CRM) and technical flying : skills and to investi...

  6. Further Thoughts on CRM

    NARCIS (Netherlands)

    P.C. Verhoef (Peter); F. Langerak (Fred)

    2002-01-01

    textabstractSkepticism and disappointment have replaced the initial enthusiasm about CRM. The disappointing results of CRM-projects are often related to difficulties that managers encounter in embedding CRM in their strategy and organization structure. In this article we present a classification

  7. Impact of crisis resource management simulation-based training for interprofessional and interdisciplinary teams: A systematic review.

    Science.gov (United States)

    Fung, Lillia; Boet, Sylvain; Bould, M Dylan; Qosa, Haytham; Perrier, Laure; Tricco, Andrea; Tavares, Walter; Reeves, Scott

    2015-01-01

    Crisis resource management (CRM) abilities are important for different healthcare providers to effectively manage critical clinical events. This study aims to review the effectiveness of simulation-based CRM training for interprofessional and interdisciplinary teams compared to other instructional methods (e.g., didactics). Interprofessional teams are composed of several professions (e.g., nurse, physician, midwife) while interdisciplinary teams are composed of several disciplines from the same profession (e.g., cardiologist, anaesthesiologist, orthopaedist). Medline, EMBASE, CINAHL, Cochrane Central Register of Controlled Trials, and ERIC were searched using terms related to CRM, crisis management, crew resource management, teamwork, and simulation. Trials comparing simulation-based CRM team training versus any other methods of education were included. The educational interventions involved interprofessional or interdisciplinary healthcare teams. The initial search identified 7456 publications; 12 studies were included. Simulation-based CRM team training was associated with significant improvements in CRM skill acquisition in all but two studies when compared to didactic case-based CRM training or simulation without CRM training. Of the 12 included studies, one showed significant improvements in team behaviours in the workplace, while two studies demonstrated sustained reductions in adverse patient outcomes after a single simulation-based CRM team intervention. In conclusion, CRM simulation-based training for interprofessional and interdisciplinary teams show promise in teaching CRM in the simulator when compared to didactic case-based CRM education or simulation without CRM teaching. More research, however, is required to demonstrate transfer of learning to workplaces and potential impact on patient outcomes.

  8. 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...

  9. Customer Relationship Management System (CRM) and Information Ethics in Call Centres - 'You are the Weakest Link. Goodbye!'

    OpenAIRE

    Helen Richardson; Kate Richardson

    2002-01-01

    This paper catalogues the rise and rise of call centres in the North West of England, UK and their use of CRM systems. CRM systems often imply new technologies and new ways of working. However, in this account we explore the historical development of the telegraph and work in early telephone exchanges and find the same old story. Our consideration of the ethics of CRM system use and some inherent contradictions are in terms of privacy, communication richness, management methods and compute...

  10. 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.

  11. An investigation on relationship between CRM and organizational learning through knowledge management: A case study of Tehran travel agency

    Directory of Open Access Journals (Sweden)

    Mirza Hasan Hosseini

    2013-03-01

    Full Text Available Customer relationship management (CRM plays essential role on the success of many business units. CRM integrates necessary data from internal and external sources to assist managers and employees for business development. This paper attempts to analyze relationship between CRM, organizational learning, and knowledge management. Research population includes travel agencies in Tehran, Iran and their manager are considered for the purpose of this study. This research has four variables 1- Successful implementation of KM, 2- Organizational learning, 3- customer orientation, and 4- information share with customers. The preliminary results of this survey indicate that any development of CRM will significantly contribute relative efficiency of this travel agency. The results also indicate that there is a meaningful relationship among components of CRM including organizational learning, and knowledge management in this travel agency.

  12. From CRM to Social CRM and FRM

    OpenAIRE

    Maria Cristina ENACHE; Cornelia NOVAC UDUDEC; Corina SBUGHEA

    2016-01-01

    C-R-M stands for Customer Relationship Management. At its simplest, a CRM system allows businesses to manage business relationships and the data and information associated with them. While a CRM system may not elicit as much enthusiasm these days as social networking platforms like Facebook or Twitter, any CRM system is similarly built around people and relationships. And that’s exactly why it can be so valuable for a fast-growing business. FRM was developed from learning of success and failu...

  13. Culture in the Cockpit-CRM in a Multicultural World

    Science.gov (United States)

    Engle, Michael

    2000-01-01

    Crew Resource Management (CRM) is fundamentally a method for enhancing personal interactions among crewmembers so that safety and efficiency are increased, and at its core involves issues of culture and social interaction. Since CRM is increasingly being adopted by foreign carriers, it is important to evaluate standard CRM techniques from a cultural standpoint, especially if some of these techniques may be enhanced by adapting them to particular cultures. The purpose of this paper is to propose a model for an ideal CRM culture, and to suggest ways that CRM may be adapted to suit particular cultures. The research method was a simple literature search to gather data on CRM techniques and multicultural crews. The results indicate that CRM can be tailored to specific cultures for maximum effectiveness.

  14. Customer over employee? : the implications of Customer Relationship Management (CRM) for organisational structures and labour quality

    NARCIS (Netherlands)

    Kwakkelstein, T.

    2002-01-01

    This paper for the Emergence WWWe (The World, the Workplace and We, the workers)-Conference E-Work in a Global World, Brussels 16 & 17 April 2002, explores the effects of the increasing popular ICT application suite Customer Relationship Management (CRM) on organisational structures, corporate

  15. Cultural Resource Predictive Modeling

    Science.gov (United States)

    2017-10-01

    CR cultural resource CRM cultural resource management CRPM Cultural Resource Predictive Modeling DoD Department of Defense ESTCP Environmental...resource management ( CRM ) legal obligations under NEPA and the NHPA, military installations need to demonstrate that CRM decisions are based on objective...maxim “one size does not fit all,” and demonstrate that DoD installations have many different CRM needs that can and should be met through a variety

  16. What Lies behind the Concept of Customer Relationship Management? Discussing the Essence of CRM through a Phenomenological Approach

    Directory of Open Access Journals (Sweden)

    Cristiane Drebes Pedron

    2009-01-01

    Full Text Available Several authors and consulting firms show statistics indicating that at least 50% of all CRM projects fail. Some of them attempt to point out a list of factors in order to guarantee successful CRM implementation and application. However, few people (either academics or practitioners attempt to discuss or consider the essence of the idea of CRM. The main goal of this exploratory research is to discuss the CRM essence through a phenomenological approach. This paper assumes that one of the main reasons for CRM failure is the lack of understanding about the true meaning and implication of practices for managing the relationship with customers. Therefore, we need to question the essence of CRM itself and discuss the very concept of relationship. We claim that the idea of CRM involves very serious issues about institutions, roles, power and ethical values that have to be considered. In this article, we attempt to analyze the essence of relationship, trying to go beyond the common meaning of CRM. As the main results of this paper, we offer a critical reflection related to the different faces and aspects of the CRM phenomenon, not only as a matter of IT applications, but also as a strategy and even as an organizational philosophy.

  17. Theory underlying CRM training: Psychological issues in flight crew performance and crew coordination

    Science.gov (United States)

    Helmreich, Robert L.

    1987-01-01

    What psychological theory and research can reveal about training in Cockpit Resource Management (CRM) is summarized. A framework is provided for the critical analysis of current approaches to CRM training. Background factors and definitions critical to evaluating CRM are reviewed, followed by a discussion of issues directly related to CRM training effectiveness. Some of the things not known about the optimization of crew performance and the research needed to make these efforts as effective as possible are described.

  18. From CRM to Social CRM and FRM

    Directory of Open Access Journals (Sweden)

    Maria Cristina ENACHE

    2016-04-01

    Full Text Available C-R-M stands for Customer Relationship Management. At its simplest, a CRM system allows businesses to manage business relationships and the data and information associated with them. While a CRM system may not elicit as much enthusiasm these days as social networking platforms like Facebook or Twitter, any CRM system is similarly built around people and relationships. And that’s exactly why it can be so valuable for a fast-growing business. FRM was developed from learning of success and failures on conventional CRM. FRM – Relationship Management is a unique way to build and love your fans, is a form a Social CRM. Traditional Customer Relationship Management focuses on collecting and managing static customer data, such as past purchase information, contact history and customer demographics. This information is often sourced from email and phone interactions, commonly limited to direct interactions between the company and the customer. Social CRM adds a deeper layer of information onto traditional CRM by adding data derived from social networks like Facebook, Twitter, LinkedIn or any other social network where a user publicly shares information. The key benefit of Social CRM is the ability for companies to interact with customers in a multichannel retailing environment (commonly referred to as omnichannel and talk to customers the way they talk to each other. Social CRM enables companies to track a customer's social influence and source data from conversations occurring outside of formal, direct communication. Social CRM also allows companies to keep a full audit history of all customer interactions, regardless of social channel they choose to use, available to all customer care employees. FRM delivers probability while ensuring client partner expectation in revenue generation and customer expectation.

  19. [Training of health-care employees in crisis resource management].

    Science.gov (United States)

    Spanager, Lene; Østergaard, Doris; Lippert, Anne; Nielsen, Kurt; Dieckmann, Peter

    2013-03-25

    Studies show that human errors contribute to up to 70% of mistakes and mishaps in health care. Crisis resource management, CRM, is a conceptual framework for analysing and training individual and team skills in order to prevent and manage errors. Different CRM training methods, e.g. simulation, are in use and the literature emphasises the need of training the full team or organisation for maximal effect. CRM training has an effect on skill improvement, but few studies have shown an effect on patient outcome. However, these studies show great variability of quality.

  20. Application of Risk Assessment Tools in the Continuous Risk Management (CRM) Process

    Science.gov (United States)

    Ray, Paul S.

    2002-01-01

    Marshall Space Flight Center (MSFC) of the National Aeronautics and Space Administration (NASA) is currently implementing the Continuous Risk Management (CRM) Program developed by the Carnegie Mellon University and recommended by NASA as the Risk Management (RM) implementation approach. The four most frequently used risk assessment tools in the center are: (a) Failure Modes and Effects Analysis (FMEA), Hazard Analysis (HA), Fault Tree Analysis (FTA), and Probabilistic Risk Analysis (PRA). There are some guidelines for selecting the type of risk assessment tools during the project formulation phase of a project, but there is not enough guidance as to how to apply these tools in the Continuous Risk Management process (CRM). But the ways the safety and risk assessment tools are used make a significant difference in the effectiveness in the risk management function. Decisions regarding, what events are to be included in the analysis, to what level of details should the analysis be continued, make significant difference in the effectiveness of risk management program. Tools of risk analysis also depends on the phase of a project e.g. at the initial phase of a project, when not much data are available on hardware, standard FMEA cannot be applied; instead a functional FMEA may be appropriate. This study attempted to provide some directives to alleviate the difficulty in applying FTA, PRA, and FMEA in the CRM process. Hazard Analysis was not included in the scope of the study due to the short duration of the summer research project.

  1. Safety, efficacy, and performance of implanted recycled cardiac rhythm management (CRM) devices in underprivileged patients.

    Science.gov (United States)

    Hasan, Reema; Ghanbari, Hamid; Feldman, Dustin; Menesses, Daniel; Rivas, Daniel; Zakhem, Nicole C; Duarte, Carlos; Machado, Christian

    2011-06-01

    Patients in underdeveloped nations have limited access to life-saving medical technology including cardiac rhythm management (CRM) devices. We evaluated alternative means to provide such technology to this patient population while assessing the safety and efficacy of such a practice. Patients in the United States with clinical indications for extraction of CRM devices were consented. Antemortem CRM devices were cleaned and sterilized following a protocol established at our institution. Surveillance in vitro cultures were performed for quality assurance. The functional status of pulse generators was tested with a pacing system analyzer to confirm at least 70% battery life. Most generators were transported, in person, to an implanting institution in Nicaragua. Recipients with a Class I indication for CRM implantation, and meeting economical criteria set forth, were consented for implantation of a recycled device. Between 2003 and 2009, implantation was performed in 17 patients with an average age of 42.1 ± 20.3 years. Of the 17 patients, nine were male and eight were female. Mean follow-up was 68 ± 38 months. Device evaluation occurred prior to discharge, 4 weeks post implantation, and every 6 months thereafter. There were three deaths during the follow-up period secondary to myocardial infarction, stroke, and heart failure. Hematoma formation occurred in one patient. No infections, early battery depletion, or device malfunction were identified during follow-up. Our case series is the longest follow-up of recipients of recycled antemortem CRM devices. Our findings support the feasibility and safety of this alternative acquisition of life-saving technology. ©2011, The Authors. Journal compilation ©2011 Wiley Periodicals, Inc.

  2. An empirical study to identify and rank CSFs in customer relationship management (CRM: A case study of oil products distribution

    Directory of Open Access Journals (Sweden)

    Seyed Mehdi Tofighi

    2011-10-01

    Full Text Available Customer relationship management (CRM is founded based on the value exchange between organization and customers and focuses merely on the value created in this connection. In this paper, the critical success factors are identified for a proper and effective implementation of CRM for an oil distribution company. The proposed survey of this paper identifies some important factors affecting the CRM implementation and determines the most important ones using a survey. The results indicate that there are twelve factors playing the most important roles on the success of CRM. There are CRM strategy, knowledge management in customer relationship, CRM technology, effective strategic committee, management of customer contact channels, customer information management, customer-oriented change management, training programs, strategic communication with staff, staff commitment, integration, and sectional implementation. We categorize the factors into two levels based on the level of their importance. The first level consists of the most important ones include only four items and the other eight items are categorized in level 2.

  3. Filling the Gap: Simulation-based Crisis Resource Management Training for Emergency Medicine Residents

    Directory of Open Access Journals (Sweden)

    Jessica R. Parsons

    2017-12-01

    Full Text Available Introduction In today’s team-oriented healthcare environment, high-quality patient care requires physicians to possess not only medical knowledge and technical skills but also crisis resource management (CRM skills. In emergency medicine (EM, the high acuity and dynamic environment makes CRM skills of physicians particularly critical to healthcare team success. The Accreditation Council of Graduate Medicine Education Core Competencies that guide residency program curriculums include CRM skills; however, EM residency programs are not given specific instructions as to how to teach these skills to their trainees. This article describes a simulation-based CRM course designed specifically for novice EM residents. Methods The CRM course includes an introductory didactic presentation followed by a series of simulation scenarios and structured debriefs. The course is designed to use observational learning within simulation education to decrease the time and resources required for implementation. To assess the effectiveness in improving team CRM skills, two independent raters use a validated CRM global rating scale to measure the CRM skills displayed by teams of EM interns in a pretest and posttest during the course. Results The CRM course improved leadership, problem solving, communication, situational awareness, teamwork, resource utilization and overall CRM skills displayed by teams of EM interns. While the improvement from pretest to posttest did not reach statistical significance for this pilot study, the large effect sizes suggest that statistical significance may be achieved with a larger sample size. Conclusion This course can feasibly be incorporated into existing EM residency curriculums to provide EM trainees with basic CRM skills required of successful emergency physicians. We believe integrating CRM training early into existing EM education encourages continued deliberate practice, discussion, and improvement of essential CRM skills.

  4. Adoption of CRM: cross-cultural impact, a literature review

    OpenAIRE

    Ali, M; Alshawi, S

    2004-01-01

    In a competitive world there is a need for companies to maximise all their resources. One of the resources that is often overlooked is that of existing customer base. Customer Relationship Management (CRM) is an area that is becoming increasingly popular as it provides a method of maximising existing customer resource as well as adding value from the customers’ perception. CRM systems are used in many multinational organizations mainly to achieve customer loyalty and retention, increase cros...

  5. CRM AS A MANAGEMENT TOOL FOR IMPROVING SERVICES

    OpenAIRE

    Davor M. Nikolić; Milan A. Stanković; Nataša D. Simić

    2014-01-01

    The exact information provided in the right place at the right time represents one of the most important business resources of a company. Transformation of the world economy from industrialized one to a service economy, along with its complete orientation towards consumers and a digitalization of every business process is evident. As all decisions need data, the development of IT technology has led to the fact that information system and system of informing greatly ...

  6. Pengaruh Customer Relationship Management (Crm) Terhadap Kepuasan Dan Loyalitas Pelanggan (Survei Pada Pelanggan PT Astra Internasional, Tbk-tso Auto2000 Cabang Denpasar)

    OpenAIRE

    Ningsih, Nina Wachyu; Suharyono,; Yulianto, Edy

    2016-01-01

    This research is motivated by increasingly competitive rivalry among automotive in Indonesia. One way to win this competition is to implement Customer Relationship Management (CRM). Implementation of Customer Relationship Management (CRM) is expected to increase customer satisfaction and furthermore, making a loyal customer. Based on that issues, this research goal is to knowing Customer Relationship Management (CRM) influence on Satisfaction and Customer Loyalty. The type of research is expl...

  7. MANAGEMENT PROJEKTOV UVAJANJ POSLOVNIH INFORMACIJSKIH REŠITEV CRM

    OpenAIRE

    Prah, Luka

    2013-01-01

    Projektni management je apliciranje znanja, veščin, orodji in tehnik na aktivnosti projekta, da dosežemo ali presežemo potrebe in pričakovanja interesne skupine. Projektni managerjem ni cilj samo doseganje specifičnega časa, stroškov in kvalitete projekta, temveč tudi organiziranje celotnega procesa, da le ta dosega pričakovanja ljudi, ki so vključeni v projekt ali le ta vpliva na njih. Projekt je dejansko začasno prizadevanje kreacije edinstvenega produkta ali storitve, ki poteka zunaj vsako...

  8. Cockpit resources management and the theory of the situation

    Science.gov (United States)

    Bolman, L.

    1984-01-01

    The cockpit resource management (CRM) and hypothetical cockpit situations are discussed. Four different conditions which influence pilot action are outlined: (1) wrong assumptions about a situation; (2) stress and workload; (3) frustration and delays to cause risk taking; and (4) ambigious incomplete or contradicting information. Human factors and behavior, and pilot communication and management in the simulator are outlined.

  9. How Did Crew Resource Management Take-Off Outside of the Cockpit? A Systematic Review of How Crew Resource Management Training Is Conceptualised and Evaluated for Non-Pilots

    Directory of Open Access Journals (Sweden)

    Jop Havinga

    2017-10-01

    Full Text Available Crew resource management (CRM training for flight crews is widespread and has been credited with improving aviation safety. As other industries have adopted CRM, they have interpreted CRM in different ways. We sought to understand how industries have adopted CRM, regarding its conceptualisation and evaluation. For this, we conducted a systematic review of CRM studies in the Maritime, Nuclear Power, Oil and Gas, and Air Traffic Control industries. We searched three electronic databases (Web of Science, Science Direct, Scopus and CRM reviews for papers. We analysed these papers on their goals, scope, levers of change, and evaluation. To synthesise, we compared the analysis results across industries. We found that most CRM programs have the broad goals of improving safety and efficiency. However, there are differences in the scope and levers of change between programs, both within and between industries. Most evaluative studies suffer from methodological weaknesses, and the evaluation does not align with how studies conceptualise CRM. These results challenge the assumption that there is a clear link between CRM training and enhanced safety in the analysed industries. Future CRM research needs to provide a clear conceptualisation—how CRM is expected to improve safety—and select evaluation measures consistent with this.

  10. 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.

  11. PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT (CRM BERBASIS SMS GATEWAY PADA ONLINE SHOP TOKOFARAH

    Directory of Open Access Journals (Sweden)

    Arfiani Nur Khusna

    2016-01-01

    Full Text Available SMS applications has become a promising business opportunities in the consumer and industrial markets in the world. One part that can not be separated from the SMS business is the role of an SMS Gateway, a system used by service providers to send and receive SMS automatically. Online shop tokofarah an online web business venture engaged in the production and sales of baby clothes and children. The problems that exist in the online shop tokofarah is the absence of communication between the customer and tokofarah thus reduced customer loyalty, customers are unaware of the latest promos and discounts, so the application of CRM (Customer Relationship Management is very necessary to help communication. Alternative solutions in addition to implementing CRM also develop and implement SMS technology as a service via SMS Gateway online. Where customers can easily find information on the latest promos and discounts, customers can simply type a certain key word and send it to a specific number that has been provided, the store can also inform customers about the latest promos and products through SMS brodcast. In this study, using Gammu as tools liaison between the device with a computer modem. Making the program using the programming language PHP as an interface, a database maker MySQL tools. The results of the implementation of the concept of SMS Gateway technology is that it can provide convenience for online customers shop tokofarah in knowing the promo and the latest product information and can order via SMS.

  12. Validation of a Self-Efficacy Instrument and Its Relationship to Performance of Crisis Resource Management Skills

    Science.gov (United States)

    Plant, Jennifer L.; van Schaik, Sandrijn M.; Sliwka, Diane C.; Boscardin, Christy K.; O'Sullivan, Patricia S.

    2011-01-01

    Self-efficacy is thought to be important for resuscitation proficiency in that it influences the development of and access to the associated medical knowledge, procedural skills and crisis resource management (CRM) skills. Since performance assessment of CRM skills is challenging, self-efficacy is often used as a measure of competence in this…

  13. Effectiveness of classroom based crew resource management training in the intensive care unit: Study design of a controlled trial

    NARCIS (Netherlands)

    Kemper, P.F.; de Bruijne, M.C.; van Dyck, C.; Wagner, C.

    2011-01-01

    Background: Crew resource management (CRM) has the potential to enhance patient safety in intensive care units (ICU) by improving the use of non-technical skills. However, CRM evaluation studies in health care are inconclusive with regard to the effect of this training on behaviour and

  14. Effectiveness of classroom based crew resource management training in the intensive care unit: study design of a controlled trial.

    NARCIS (Netherlands)

    Kemper, P.F.; Bruijne, M. de; Dyck, C. van; Wagner, C.

    2011-01-01

    Background: Crew resource management (CRM) has the potential to enhance patient safety in intensive care units (ICU) by improving the use of non-technical skills. However, CRM evaluation studies in health care are inconclusive with regard to the effect of this training on behaviour and

  15. Customer Relationship Management System (CRM and Information Ethics in Call Centres - 'You are the Weakest Link. Goodbye!'

    Directory of Open Access Journals (Sweden)

    Helen Richardson

    2002-05-01

    Full Text Available This paper catalogues the rise and rise of call centres in the North West of England, UK and their use of CRM systems. CRM systems often imply new technologies and new ways of working. However, in this account we explore the historical development of the telegraph and work in early telephone exchanges and find the same old story. Our consideration of the ethics of CRM system use and some inherent contradictions are in terms of privacy, communication richness, management methods and computer ethics in an organizational context. Call centres today are viewed by some as offering satisfying employment of intrinsic value, for others, they are the 'new sweatshops of the 21st century' (Belt et al 2000. Our interpretative field study makes a contribution to this debate.

  16. Pengaruh Customer Relationship Management (CRM) Terhadap Customer Satisfaction Dan Customer Loyalty Pada Pelanggan Sushi Tei Surabaya

    OpenAIRE

    Chandra Dewi, Ayu Abriyanti

    2015-01-01

    Manajemen hubungan pelanggan (CRM) merupakan bagian dari strategi pemasaran untuk memuaskan, dan menjaga loyalitas pelanggan. CRM dapat menjadi stimulus terhadap kepuasan dan loyalitas konsumen, bahwa CRM yang tepat berdampak pada kepuasan dan selanjutnya akan mempengaruhi loyalitas pelanggan. Populasi penelitian adalah seluruh pelanggan Sushi Tei Surabaya, dan sampel sebanyak 86 pelanggan Sushi Tei yang dipilih dengan teknik purposive sampling, dan teknik analisis yang digunakan adalah Gener...

  17. An investigation on role of customer relationship management (CRM in increasing organizational effectiveness

    Directory of Open Access Journals (Sweden)

    Moslem Mirzaei

    2012-09-01

    Full Text Available The present study studies the role of customer relationship management (CRM in improving organizational effectiveness. The proposed model of this paper is implemented on customers of one of Iranian bank called Agricultural. The proposed model designs a questionnaire and selects a sample of 150 customers, randomly. The results of the survey has been validated using Cronbach alpha, which was .926. Research hypotheses are analyzed using Pearson's correlation test and all hypotheses are confirmed when the level of significance is five percent. The results of our survey have disclosed that all these mentioned factors could impact customer satisfaction, positively. In addition, we have also considered used Freedman test to rank the relative importance of these factors and customer-centered was number one priority followed by recognizing customers' need, Mutual understanding and Loyalty. Customer complaints are also the last priority in our ranking.

  18. Advanced CRM training for instructors and evaluators

    Science.gov (United States)

    Taggart, William R.

    1991-01-01

    It is seen that if the maximum operational benefit of crew resource management (CRM) is to be achieved, the evaluator group is the principal key and specialized training that is ongoing is necessary for this group. The training must be customized to fit the needs of a particular organization, and the training must address key topical issues that influence organizational dynamics. Attention is given to the use of video and full length scripted NASA research LOFTS, behavioral markers and debriefing skills, the importance of policy and written CRM standards, and line oriented simulations debriefing performance indicators.

  19. CRM done right.

    Science.gov (United States)

    Rigby, Darrell K; Ledingham, Dianne

    2004-11-01

    Disappointed by the high costs and elusive benefits, early adopters of customer relationship management systems came, in the post dot-com era, to view the technology as just another overhyped IT investment whose initial promise would never be fulfilled. But this year, something unexpected is happening. System sales are rising, and executives are reporting satisfaction with their CRM investments. What's changed? A wide range of companies are successfully taking a pragmatic, disciplined approach to CRM. Rather than use it to transform entire businesses, they've directed their investments toward solving clearly defined problems within their customer relationship cycle. The authors have distilled the experiences of these CRM leaders into four questions that all companies should ask themselves as they launch their own CRM initiatives: Is the problem strategic? Is the system focused on the pain point? Do we need perfect data? What's the right way to expand an initial implementation? The questions reflect a new realism about when and how to deploy CRM to best advantage. Understanding that highly accurate and timely data are not required everywhere in their businesses, CRM leaders have tailored their real-time initiatives to those customer relationships that can be significantly enhanced by "perfect" information. Once they've succeeded with their first targeted CRM project, they can use it as a springboard for solving additional problems. CRM, in other words, is coming to resemble any other valuable management tool, and the keys to successful implementation are also becoming familiar: strong executive and business-unit leadership, careful strategic planning, clear performance measures, and a coordinated program that combines organizational and process changes with the application of new technology.

  20. CRM System Implementation in a Multinational Enterprise

    Science.gov (United States)

    Mishra, Alok; Mishra, Deepti

    The concept of customer relationship management (CRM) resonates with managers in today's competitive economy. As more and more organizations realize the significance of becoming customer-centric in today's competitive era, they embrace CRM as a core business strategy. CRM an integration of information technology and relationship marketing provides the infrastructure that facilitates long-term relationship building with customers at an enterprise-wide level. Successful CRM implementation is a complex, expensive and rarely technical projects. This paper presents the successful implementation of CRM in a multinational organization. This study will facilitate in understanding transition, constraints and implementation of CRM in multinational enterprises.

  1. Improving staff perception of a safety climate with crew resource management training.

    Science.gov (United States)

    Kuy, SreyRam; Romero, Ramon A L

    2017-06-01

    Communication failure is one of the top root causes in patient safety adverse events. Crew resource management (CRM) is a team building communication process intended to improve patient safety by improving team dynamics. First, to describe implementation of CRM in a Veterans Affair (VA) surgical service. Second, to assess whether staff CRM training is related to improvement in staff perception of a safety climate. Mandatory CRM training was implemented for all surgical service staff at a VA Hospital at 0 and 12 mo. Safety climate questionnaires were completed by operating room staff at a baseline, 6 and 12 mo after the initial CRM training. Participants reported improvement on all 27 points on the safety climate questionnaire at 6 mo compared with the baseline. At 12 mo, there was sustained improvement in 23 of the 27 areas. This is the first published report about the effect of CRM training on staff perception of a safety climate in a VA surgical service. We demonstrate that CRM training can be successfully implemented widespread in a surgical program. Overall, there was improvement in 100% of areas assessed on the safety climate questionnaire at 6 mo after CRM training. By 1 y, this improvement was sustained in 23 of 27 areas, with the areas of greatest improvement being the performance of briefings, collaboration between nurses and doctors, valuing nursing input, knowledge about patient safety, and institutional promotion of a patient safety climate. Published by Elsevier Inc.

  2. Foundation Assessment of the Influence of IT Management Practices on Customer Relationship Management (CRM in a Large Australian Federal Government Agency

    Directory of Open Access Journals (Sweden)

    Judy Young

    2007-12-01

    Full Text Available The research presented in this paper was motivated by the thrust in Australia to move to whole of e-government. The aim was to determine the level of readiness towards the implementation of customer relationship management (CRM in Australian Federal Government departments and agencies. As such the research presented in this paper represents an initial phase of research that focusses on CRM implementation in the highest level of government in this country. To address the research objective, data were collected through the distribution of an electronic questionnaire to 23 Australian Federal Government departments and agencies using a previously validated questionnaire. The main finding of the research was that a majority of the departments and agencies are only in the early stages of moving toward implementation of collaborative CRM. This suggests that a concerted effort needs to be made to encourage less developed departments and agencies to make this transition. Until collaborative CRM is accomplished, the ultimate goal of whole of e-government in Australia cannot become a reality. However, a positive aspect of the results is that some departments and agencies are in a position of collaborative CRM. This means that those not so positioned can benefit from the ‘best practice’ processes already adopted in the more CRM advanced Australian Federal government departments and agencies.

  3. 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.

  4. CRM ADOPTION IN A HIGHER EDUCATION INSTITUTION

    Directory of Open Access Journals (Sweden)

    Guy-Emmanuel Rigo

    2016-04-01

    Full Text Available More and more organisations, from private to public sectors, are pursuing higher levels of customer satisfaction, loyalty and retention. With this intent, higher education institutions (HEI have adopted CRM – Customer Relationship Management. In order to analyse some of the interesting aspects of this phenomenon n, we conducted an action research in a European Institute. The main research question we answered is “how to adopt a CRM strategy in a Higher Education Institution?” Some of the main findings of this study are (1 even though HEI’s main customer is the student, there are others stakeholders that a CRM project must consider; (2 universities can use their internal resources to implement a CRM project successfully; and (3 using Agile software methodology is an effective way to define clearer, more objective and more assertive technical requirements which result in a CRM software that meet send user’s expectations and organizational strategic goals. These findings can help other HEIs

  5. Basic concepts for crew resource management and non-technical skills.

    Science.gov (United States)

    Flin, Rhona; Maran, Nikki

    2015-03-01

    In this paper, we explain the conceptual background to non-technical skills and show how they can influence job performance in anaesthesia. We then describe the taxonomy of anaesthetists' non-technical skills (ANTS) and related systems, such as ANTS-AP for anaesthetic practitioners. We discuss the training courses that have been designed to teach these non-technical skills, which are called crew resource management (CRM), crisis resource management (CRM) or crisis avoidance resource management (CARMA). Finally, we discuss the application of non-technical skills assessment systems. Copyright © 2015 Elsevier Ltd. All rights reserved.

  6. Implementation of crew resource management: a qualitative study in 3 intensive care units.

    NARCIS (Netherlands)

    Kemper, P.F.; Dyck, C. van; Wagner, C.; Bruijne, M. de

    2017-01-01

    Objectives: Classroom-based crew resource management (CRM) training has been increasingly applied in health care to improve safe patient care. Crew resource management aims to increase participants' understanding of how certain threats can develop as well as provides tools and skills to respond to

  7. More explicit communication after classroom-based crew resource management training: results of a pragmatic trial.

    NARCIS (Netherlands)

    Verbeek-van Noord, I.; Bruijne, M.C. de; Twisk, J.W.R.; Dyck, C. van; Wagner, C.

    2015-01-01

    Rationale, aims and objectives: Aviation-based crew resource management trainings to optimize non-technical skills among professionals are often suggested for health care as a way to increase patient safety. Our aim was to evaluate the effect of a 2-day classroom-based crew resource management (CRM)

  8. More explicit communication after classroom-based crew resource management training: results of a pragmatic trial

    NARCIS (Netherlands)

    van Noord, I.; de Bruijne, M.C.; Twisk, J.W.R.; van Dyck, C.; Wagner, C.

    2015-01-01

    Rationale, aims and objectives Aviation-based crew resource management trainings to optimize non-technical skills among professionals are often suggested for health care as a way to increase patient safety. Our aim was to evaluate the effect of a 2-day classroom-based crew resource management (CRM)

  9. New Factors Inducing Changes in the Retail Banking Customer Relationship Management (CRM and Their Exploration by the Fintech Industry

    Directory of Open Access Journals (Sweden)

    Kotarba Marcin

    2016-01-01

    Full Text Available Growing levels of regulation force financial institutions to change their business models toward lower risk levels, higher capital adequacy, service quality, and more stable revenue pools. In parallel with the regulatory changes, the banks are subject to pressure from accelerated technology development and social changes. These two factors influence the behavior of customers and induce changes in the customer relationship management (CRM. Taking the example of retail banking, the factors and their impacts are explained. Additionally, a view on the FinTech industry is presented, highlighting areas where traditional financial institutions are losing market share to technology-savvy and socially oriented new ventures with exceptional CRM capabilities. The conclusion contains proposed strategic actions that need to be undertaken in order to prepare the financial services industry for managing customer relationships in the increasingly technosocial environment.

  10. CRM Meets the Campus

    Science.gov (United States)

    Villano, Matt

    2007-01-01

    In the corporate world, the notion of customer relationship management (CRM) is nothing new. That particular technology sector is now jam-packed with software that enables organizations to monitor and manage every interaction with a customer, from the very first experience on, throughout the lifecycle of the relationship. That relationship spans…

  11. Pengaruh Implementasi Customer Relationship Management (Crm) Untuk Menjaga Loyalitas (Survei Pada Pelanggan Kedai Kober Mie Setan Di Jl. Soekarno Hatta, Malang)

    OpenAIRE

    Sari Dewi, Putri Pamungkas; Fauzi, Achmad

    2017-01-01

    Along with the advancement of global economy, there are many culinary businesses growing in the society especially the trending hot culinary business. The application of Customer Relationship Management (CRM) is expected to become an appropriate strategy to face the high competition. The objective of this study is to identify and explain the influence, both simultaneous and partial, of Customer Relationship Management (CRM), that consists of the USAge of consumer database, marketing process, ...

  12. New Factors Inducing Changes in the Retail Banking Customer Relationship Management (CRM) and Their Exploration by the Fintech Industry

    OpenAIRE

    Kotarba Marcin

    2016-01-01

    Growing levels of regulation force financial institutions to change their business models toward lower risk levels, higher capital adequacy, service quality, and more stable revenue pools. In parallel with the regulatory changes, the banks are subject to pressure from accelerated technology development and social changes. These two factors influence the behavior of customers and induce changes in the customer relationship management (CRM). Taking the example of retail banking, the factors and...

  13. Complete CRM documentation as a basis for successfull Churn Management; Wie aus Rueckholung Vorbeugung wird. Vollstaendige Kundenkontakthistorie als Basis

    Energy Technology Data Exchange (ETDEWEB)

    Johannssen, T. [ConTakt GmbH, Itzehoe (Germany)

    2002-09-09

    The contribution explains modern customer relationship management strategies for electric utilities. The role of a complete and detailed documentation of the CRM history is explained as a basis for establishing reliable customer loyalty, winning back lost customers, or preventing customers from changing their power service. (orig./CB) [German] Erkenntnisse aus der Kundenrueckgewinnung sind eine wertvolle Grundlage fuer Kuendigungspraevention. Bei durchdachtem Vorgehen koennen sie mit den gesammelten Erfahrungen sogar schon im Vorfeld Kuendigungen verhindern. (orig./CB)

  14. Data exploration of social client relationship management (CRM 2.0) adoption in the Nigerian construction business.

    Science.gov (United States)

    Ojelabi, Rapheal A; Afolabi, Adedeji O; Oyeyipo, Opeyemi O; Tunji-Olayeni, Patience F; Adewale, Bukola A

    2018-06-01

    Integrating social client relationship management (CRM 2.0) in the built environment can enhance the relationship between construction organizations and client towards sustaining a long and lasting collaboration. The data exploration analyzed the e-readiness of contracting and consulting construction firms in the uptake of CRM 2.0 and the barriers encountered in the adoption of the modern business tool. The targeted organizations consist of seventy five (75) construction businesses operating in Lagos State which were selected from a pool of registered contracting and consulting construction firms using random sampling technique. Descriptive statistics of the e-readiness of contracting and consulting construction firms for CRM 2.0 adoption and barriers limiting its uptake were analyzed. Also, inferential analysis using Mann-Whitney U statistical and independent sample t-test was performed on the dataset obtained. The data generated will support construction firms on the necessity to engage in client social relationship management in ensuring sustainable client relationship management in the built environment.

  15. Pediatric crisis resource management training improves emergency medicine trainees' perceived ability to manage emergencies and ability to identify teamwork errors.

    Science.gov (United States)

    Bank, Ilana; Snell, Linda; Bhanji, Farhan

    2014-12-01

    Improved pediatric crisis resource management (CRM) training is needed in emergency medicine residencies because of the variable nature of exposure to critically ill pediatric patients during training. We created a short, needs-based pediatric CRM simulation workshop with postactivity follow-up to determine retention of CRM knowledge. Our aims were to provide a realistic learning experience for residents and to help the learners recognize common errors in teamwork and improve their perceived abilities to manage ill pediatric patients. Residents participated in a 4-hour objectives-based workshop derived from a formal needs assessment. To quantify their subjective abilities to manage pediatric cases, the residents completed a postworkshop survey (with a retrospective precomponent to assess perceived change). Ability to identify CRM errors was determined via a written assessment of scripted errors in a prerecorded video observed before and 1 month after completion of the workshop. Fifteen of the 16 eligible emergency medicine residents (postgraduate year 1-5) attended the workshop and completed the surveys. There were significant differences in 15 of 16 retrospective pre to post survey items using the Wilcoxon rank sum test for non-parametric data. These included ability to be an effective team leader in general (P < 0.008), delegating tasks appropriately (P < 0.009), and ability to ensure closed-loop communication (P < 0.008). There was a significant improvement in identification of CRM errors through the use of the video assessment from 3 of the 12 CRM errors to 7 of the 12 CRM errors (P < 0.006). The pediatric CRM simulation-based workshop improved the residents' self-perceptions of their pediatric CRM abilities and improved their performance on a video assessment task.

  16. A crew resource management program tailored to trauma resuscitation improves team behavior and communication.

    Science.gov (United States)

    Hughes, K Michael; Benenson, Ronald S; Krichten, Amy E; Clancy, Keith D; Ryan, James Patrick; Hammond, Christopher

    2014-09-01

    Crew Resource Management (CRM) is a team-building communication process first implemented in the aviation industry to improve safety. It has been used in health care, particularly in surgical and intensive care settings, to improve team dynamics and reduce errors. We adapted a CRM process for implementation in the trauma resuscitation area. An interdisciplinary steering committee developed our CRM process to include a didactic classroom program based on a preimplementation survey of our trauma team members. Implementation with new cultural and process expectations followed. The Human Factors Attitude Survey and Communication and Teamwork Skills assessment tool were used to design, evaluate, and validate our CRM program. The initial trauma communication survey was completed by 160 team members (49% response). Twenty-five trauma resuscitations were observed and scored using Communication and Teamwork Skills. Areas of concern were identified and 324 staff completed our 3-hour CRM course during a 3-month period. After CRM training, 132 communication surveys and 38 Communication and Teamwork Skills observations were completed. In the post-CRM survey, respondents indicated improvement in accuracy of field to medical command information (p = 0.029); accuracy of emergency department medical command information to the resuscitation area (p = 0.002); and team leader identity, communication of plan, and role assignment (p = 0.001). After CRM training, staff were more likely to speak up when patient safety was a concern (p = 0.002). Crew Resource Management in the trauma resuscitation area enhances team dynamics, communication, and, ostensibly, patient safety. Philosophy and culture of CRM should be compulsory components of trauma programs and in resuscitation of injured patients. Copyright © 2014 American College of Surgeons. Published by Elsevier Inc. All rights reserved.

  17. APPROACH TO CUSTOMER RELATIONSHIP MANAGEMENT (CRM-THE NEW KEY SALES SUCCESS

    Directory of Open Access Journals (Sweden)

    Daniel Mihai VASILIU

    2012-06-01

    Full Text Available In this paper I investigate the new role of marketing specialists as customers supporters by understanding theirreal needs and concerns, ensuring that promises are, effectively and convince, a reality. In the past years there havebeen considerable changes in the arena battle to win customers and is currently recording a reconceptualization of thenotion of selling. In the current business environment, characterized by a competition from increasingly aggressive, thebattle to win customers is powerful every day. Companies that enter a new market to compete weakens the existing andsolid ones thanks to new ways of doing business and design. It will show that implementing a CRM strategy is not aluxury but a necessity in terms of the XXI century economy wich is "Customer Economy", whose rules are: the clienthas the power to decide, the relationship with the customer is its most value of the company, personal experience of theclient in the relationship with the company is decisive for its success, but will emerge and limitations of this approach.It will customize the application of modern competitive strategies focused on customer relationship management (CRMin a banking environment, being only able to provide a lasting competitive advantage in the competition.

  18. Using information management to implement a clinical resource management program.

    Science.gov (United States)

    Rosenstein, A H

    1997-12-01

    This article provides a consultant's account of a 250-bed community hospital's experience in implementing the Clinical Resource Management (CRM) program, a four-stage process of using information to identify opportunities for improvement, developing an effective resource management team, implementing process improvement activities, and measuring the impact on outcomes of care. CASE STUDY EXAMPLE--CONGESTIVE HEART FAILURE: The chair of the departments of internal medicine and family practice selected congestive heart failure for in-depth study. A task force focused on treatment and patient disposition in the emergency room (ER), where most of the nonelective admissions originated. A set of standardized ER orders was developed that emphasized rapid and effective diuresis through the initiation of a progressive diuretic dosing schedule directly linked to patient response. Factors critical to the success of the CRM program included allocating adequate time to promote and sell the value and importance of the program, as well as securing the support of both information systems and physicians. The main barriers to success involved limitations in the information system infrastructure and delays attributable to committee review. Short-term results from the CRM program were encouraging, with average lengths of stay reduced by 0.5 days and average costs of care reduced by 12% for the ten diagnoses studied with no adverse results. Nonstudy diagnoses showed no notable improvement. Recognizing the growing importance of information management not only for clinical decision support but for accommodating all the necessary internal and external reporting requirements will require a significant commitment and investment in technology and personnel resources.

  19. Hospital CRM: unexplored frontier of revenue growth?

    Science.gov (United States)

    Young, Thomas

    2007-10-01

    Customer relationship management (CRM) has a less-than-stellar reputation, in large part because efforts to implement it have been piecemeal and not well funded. The technologies now exist to make CRM much more effective than it has been in the past. Many hospitals today are demonstrating a substantial ROI from implementing a comprehensive CRM program.

  20. A feasibility study of the use of incidents and accidents reports to evaluate effects of team resource management in air traffic control

    DEFF Research Database (Denmark)

    Andersen, V.; Bove, T.

    2000-01-01

    Valuable improvements in performance have been obtained by 'Crew Resource Management' (CRM) courses performed in the domain of aviation related to the crew in a cockpit, and in the maritime domain related to the crew on the bridge of large ships. CRM courses are currently being adapted...

  1. Network resource management

    NARCIS (Netherlands)

    2009-01-01

    The invention provides real time dynamic resource management to improve end-to-end QoS by mobile devices regularly updating a resource availability server (RAS) with resource update information. Examples of resource update information are device battery status, available memory, session bandwidth,

  2. Effects of Crew Resource Management Training on Medical Errors in a Simulated Prehospital Setting

    Science.gov (United States)

    Carhart, Elliot D.

    2012-01-01

    This applied dissertation investigated the effect of crew resource management (CRM) training on medical errors in a simulated prehospital setting. Specific areas addressed by this program included situational awareness, decision making, task management, teamwork, and communication. This study is believed to be the first investigation of CRM…

  3. Evaluating multidisciplinary health care teams: taking the crisis out of CRM.

    Science.gov (United States)

    Sutton, Gigi

    2009-08-01

    High-reliability organisations are those, such as within the aviation industry, which operate in complex, hazardous environments and yet despite this are able to balance safety and effectiveness. Crew resource management (CRM) training is used to improve the non-technical skills of aviation crews and other high-reliability teams. To date, CRM within the health sector has been restricted to use with "crisis teams" and "crisis events". The purpose of this discussion paper is to examine the application of CRM to acute, ward-based multidisciplinary health care teams and more broadly to argue for the repositioning of health-based CRM to address effective everyday function, of which "crisis events" form just one part. It is argued that CRM methodology could be applied to evaluate ward-based health care teams and design non-technical skills training to increase their efficacy, promote better patient outcomes, and facilitate a range of positive personal and organisational level outcomes.

  4. Bataan Coastal Resource Management Programs: Environmental, Socio-Economic, and Implementation Issues from Stakeholders’ Views

    Directory of Open Access Journals (Sweden)

    Alvin B. Cervania

    2018-02-01

    Full Text Available A study on the status of Bataan’s coastal zones, and the issues on the province’s coastal resource management (CRM programs under an integrated framework was commissioned by the Department of Science and Technology-Region III in the Philippines. Twenty-eight representative coastal villages and 11 water testing sites served as study areas. The research participants totalled to 1,300. Focused group discussions, survey and interviews, laboratory testing, documentary analysis, and literature review were used in the data gathering. It was concluded that the province’s coastal zones are in a disturbed state, which has negative implications to its already subsistent coastal population and important coastal economic activities. The province’s CRM projects have been arbitrary and intermittent. There are too few conservation initiatives due to scarcity of baseline data necessary for more methodical CRM programs. There is poor grassroots level involvement in CRM decision-making processes as well which clearly defeats the essence of integrated coastal management. A coordinated effort to strengthen stakeholder participation in critical CRM stages, and to conduct more comprehensive profilings and assessments of the province’s coastal environment involving the government, academics, and scientists are recommended to substantiate stakeholder involvement and increase the quality of data for CRM projects.

  5. Adaptive radar resource management

    CERN Document Server

    Moo, Peter

    2015-01-01

    Radar Resource Management (RRM) is vital for optimizing the performance of modern phased array radars, which are the primary sensor for aircraft, ships, and land platforms. Adaptive Radar Resource Management gives an introduction to radar resource management (RRM), presenting a clear overview of different approaches and techniques, making it very suitable for radar practitioners and researchers in industry and universities. Coverage includes: RRM's role in optimizing the performance of modern phased array radars The advantages of adaptivity in implementing RRMThe role that modelling and

  6. Self managing experiment resources

    International Nuclear Information System (INIS)

    Stagni, F; Ubeda, M; Charpentier, P; Tsaregorodtsev, A; Romanovskiy, V; Roiser, S; Graciani, R

    2014-01-01

    Within this paper we present an autonomic Computing resources management system, used by LHCb for assessing the status of their Grid resources. Virtual Organizations Grids include heterogeneous resources. For example, LHC experiments very often use resources not provided by WLCG, and Cloud Computing resources will soon provide a non-negligible fraction of their computing power. The lack of standards and procedures across experiments and sites generated the appearance of multiple information systems, monitoring tools, ticket portals, etc... which nowadays coexist and represent a very precious source of information for running HEP experiments Computing systems as well as sites. These two facts lead to many particular solutions for a general problem: managing the experiment resources. In this paper we present how LHCb, via the DIRAC interware, addressed such issues. With a renewed Central Information Schema hosting all resources metadata and a Status System (Resource Status System) delivering real time information, the system controls the resources topology, independently of the resource types. The Resource Status System applies data mining techniques against all possible information sources available and assesses the status changes, that are then propagated to the topology description. Obviously, giving full control to such an automated system is not risk-free. Therefore, in order to minimise the probability of misbehavior, a battery of tests has been developed in order to certify the correctness of its assessments. We will demonstrate the performance and efficiency of such a system in terms of cost reduction and reliability.

  7. Resource conservation management

    International Nuclear Information System (INIS)

    Miller, W.

    1999-01-01

    Resource conservation management is a management program similar to financial management in that its success requires commitment by all levels of the organization to the process as well as an accounting procedure and auditing of critical components. Resource conservation management provides a framework for all elements of efficient building operations and maintenance. The savings connected with the program are principally connected with changes in the way buildings are operated and maintained. Given the reduction in rebates for the installation of energy-efficient equipment, this approach has considerable promise. This paper discusses the evolution of the resource conservation management service and the savings associated with a two-year pilot effort with seven school districts, as well as the critical components of a successful program

  8. Crew resource management training adapted to nuclear power plant operators for enhancing safety attitude

    International Nuclear Information System (INIS)

    Ishibashi, Akira; Kitamura, Masaharu; Takahashi, Makoto

    2015-01-01

    A conventional training program for nuclear power plant operators mainly focuses on the improvement of knowledge and skills of individual operators. Although it has certainly contributed to safety operation of nuclear power plants, some recent incidents have indicated the necessity of an additional training program aiming at the improvement of team performance. In the aviation domain, crew resource management (CRM) training has demonstrated the effectiveness in resolving team management issues of flight crews, aircraft maintenance crews, and so on. In the present research, we attempt to introduce the CRM concept into operator training in nuclear power plant for the training of conceptual skill (that is, non-technical skill). In this paper an adapted CRM training for nuclear power plant operators is proposed. The proposed training method has been practically utilized in the training course of the managers of nuclear power plants. (author)

  9. Training method for enhancement of safety attitude in nuclear power plant based on crew resource management

    International Nuclear Information System (INIS)

    Ishibashi, Akira; Karikawa, Daisuke; Takahashi, Makoto; Wakabayashi, Toshio; Kitamura, Masaharu

    2010-01-01

    A conventional training program for nuclear power plant operators has been developed with emphasis on improvement of knowledge and skills of individual operators. Although it has certainly contributed to safety operation of nuclear power plants, some recent incidents have indicated the necessity of an improved training program aiming at improvement of the performance of operators working as a team. In the aviation area, crew resource management (CRM) training has shown the effect of resolving team management issues of flight crews, aircraft maintenance crews, and so on. In the present research, we attempted to introduce the CRM concept into operator training in nuclear power plants as training for conceptual skill enhancement. In this paper, a training method specially customized for nuclear power plant operators based on CRM is proposed. The proposed method has been practically utilized in the management training course of Japan Nuclear Technology Institute. The validity of the proposed method has been evaluated by means of a questionnaire survey. (author)

  10. The Implementation of CRM at FISC Norfolk Detachment Philadelphia

    Science.gov (United States)

    2003-06-01

    Customer Relationship Management system. [28] If FISC decides to implement a CRM system, the decision will impact the duties of the...distribution is unlimited 12b. DISTRIBUTION CODE 13. ABSTRACT (maximum 200 words) Customer Relations Management ( CRM ) can be defined in many ways. In...Norfolk Philadelphia Mission Statement. 15. NUMBER OF PAGES 91 14. SUBJECT TERMS Customer Relations Management System, CRM ,

  11. Crew resource management training in the intensive care unit. A multisite controlled before–after study

    NARCIS (Netherlands)

    Kemper, Peter F.; de Bruijne, Martine; van Dyck, C.; Wagner, Cordula

    Introduction There is a growing awareness today that adverse events in the intensive care unit (ICU) are more often caused by problems related to non-technical skills than by a lack of technical, or clinical, expertise. Team training, such as crew resource management (CRM), aims to improve these

  12. Crew resource management training in the intensive care unit: a multisite controlled before-after study.

    NARCIS (Netherlands)

    Kemper, P.F.; Bruijne, M. de; Dyck, C. van; So, R.L.; Tangkau, P.; Wagner, C.

    2016-01-01

    Introduction There is a growing awareness today that adverse events in the intensive care unit (ICU) are more often caused by problems related to non-technical skills than by a lack of technical, or clinical, expertise. Team training, such as crew resource management (CRM), aims to improve these

  13. Local government units initiatives on coastal resource management in adjacent municipalities in Camarines Sur, Philippines

    Science.gov (United States)

    Faustino, A. Z.; Madela, H. L.

    2018-03-01

    This research was conducted to determine the local government units (LGUs) initiatives on coastal resource management (CRM) in adjacent municipalities in Camarines Sur, Philippines. The respondents of this study are 100 fisherfolk leaders in the municipalities of Calabanga, Tinambac and Siruma. Descriptive, comparative and evaluative methods of research were employed and a survey questionnaire was used as the primary tool in data gathering. On the test of difference, the computed F-value of 12.038 and p-value of .001 revealed a very high difference in the implementation of CRM initiatives in the adjacent municipalities. The respondents in this study live below the poverty threshold. The intrusion of commercial fishers and the use of active fishing gears inside the 15-km municipal waters significantly affect the marine habitat while fishpond conversion kills the natural cycle in the mangrove forests. However, the FOs membership in the Municipal Fisheries and Aquatic Resources Management Council empower them to engage in governance which can be a venue for them to recommend policies related to CRM. As a result of this study, a CRM monitoring and evaluation model was crafted to guide the LGUs in the review, revision and crafting of CRM programs.

  14. Natural Resource Management Plan

    Energy Technology Data Exchange (ETDEWEB)

    Green, T. [Brookhaven National Laboratory (BNL), Upton, NY (United States); Schwager, K. [Brookhaven National Laboratory (BNL), Upton, NY (United States)

    2016-10-01

    This comprehensive Natural Resource Management Plan (NRMP) for Brookhaven National Laboratory (BNL) was built on the successful foundation of the Wildlife Management Plan for BNL, which it replaces. This update to the 2003 plan continues to build on successes and efforts to better understand the ecosystems and natural resources found on the BNL site. The plan establishes the basis for managing the varied natural resources located on the 5,265-acre BNL site, setting goals and actions to achieve those goals. The planning of this document is based on the knowledge and expertise gained over the past 15 years by the Natural Resources management staff at BNL in concert with local natural resource agencies including the New York State Department of Environmental Conservation, Long Island Pine Barrens Joint Planning and Policy Commission, The Nature Conservancy, and others. The development of this plan works toward sound ecological management that not only benefits BNL’s ecosystems but also benefits the greater Pine Barrens habitats in which BNL is situated. This plan applies equally to the Upton Ecological and Research Reserve (Upton Reserve). Any difference in management between the larger BNL area and the Upton Reserve are noted in the text.

  15. Remedial training: Will CRM work for everyone

    Science.gov (United States)

    Johnston, A. N.

    1987-01-01

    The subject of those pilots who seem unresponsive to Cockpit Resource Management (CRM) training is addressed. Attention is directed to the need and opportunity for remedial action. Emphasis is given to the requirement for new perspectives and additional training resources. It is also argued that, contrary to conventional training wisdom, such individuals do not represent a hard core which is beyond assistance. Some evidence is offered that such a new perspective will lend itself to a wider appreciation of certain specific training needs. The role of appropriately trained specialists is briefly outlined, and a selected bibliography is attached. The combined experiences of several Pilot Advisory Groups (PAG's) within IFALPA member association form the basis for this discussion. It does not purport to desribe the activities of any one PAG. While much of the activities of PAG's have no relevance to CRM, there are clearly some very important points of intersection. The relevance of these points to diagnostic skills, and remedial training in the general domain of CRM is made obvious.

  16. The dynamics of CRM attitude change: Attitude stability

    Science.gov (United States)

    Gregorich, Steven E.

    1993-01-01

    Special training seminars in cockpit resource management (CRM) are designed to enhance crew effectiveness in multicrew air-transport cockpits. In terms of CRM, crew effectiveness is defined by teamwork rather than technical proficiency. These seminars are designed to promote factual learning, alter aviator attitudes, and motivate aviators to make use of what they have learned. However, measures of attitude change resulting from CRM seminars have been the most common seminar evaluation technique. The current investigation explores a broader range of attitude change parameters with specific emphasis on the stability of change between recurrent visits to the training center. This allows for a comparison of training program strengths in terms of seminar ability to effect lasting change.

  17. Crew resource management in the ICU: the need for culture change.

    Science.gov (United States)

    Haerkens, Marck Htm; Jenkins, Donald H; van der Hoeven, Johannes G

    2012-08-22

    Intensive care frequently results in unintentional harm to patients and statistics don't seem to improve. The ICU environment is especially unforgiving for mistakes due to the multidisciplinary, time-critical nature of care and vulnerability of the patients. Human factors account for the majority of adverse events and a sound safety climate is therefore essential. This article reviews the existing literature on aviation-derived training called Crew Resource Management (CRM) and discusses its application in critical care medicine. CRM focuses on teamwork, threat and error management and blame free discussion of human mistakes. Though evidence is still scarce, the authors consider CRM to be a promising tool for culture change in the ICU setting, if supported by leadership and well-designed follow-up.

  18. CRM Implementation in Nonprofits: An Analysis of the Success Factors

    Science.gov (United States)

    Grattan, Kelly E.

    2012-01-01

    Constituent Relationship Management ("CRM") is defined as an organization-wide strategy designed to enable the organization to better manage, track and steward its constituents. CRM has benefited for-profit enterprises for nearly three decades. In the nonprofit sector, the concept of CRM is fairly new. Despite the increase in CRM…

  19. The strategic support of CRM in the governance of the relationships between data and knowledge: the Balanced Score Card approach.

    OpenAIRE

    Antonio Lorenzon; Luciano Pilotti; Peter Van Baalen

    2006-01-01

    The term CRM, Customer Relationship Management, is one of the most used word both in Marketing and IT literature and applications. This term is most of the time used as a replacement of a misleading narrow term: Relationship Management (RM). Operations, Customer Service, Sales, human resources, credit controls are essential ingredients in the customer satisfaction blender. So, as a matter of fact, we can conclude that the definition of CRM is also its objective: the development and maintenanc...

  20. Safeguards resource management

    International Nuclear Information System (INIS)

    Strait, R.S.

    1986-01-01

    Protecting nuclear materials is a challenging problem for facility managers. To counter the broad spectrum of potential threats, facility managers rely on diverse safeguards measures, including elements of physical protection, material control and accountability, and human reliability programs. Deciding how to upgrade safeguards systems involves difficult tradeoffs between increased protection and the costs and operational impact of protection measures. Effective allocation of safeguards and security resources requires a prioritization of systems upgrades based on a relative measure of upgrade benefits to upgrade costs. Analytical tools are needed to help safeguards managers measure the relative benefits and cost and allocate their limited resources to achieve balanced, cost-effective protection against the full spectrum of threats. This paper presents a conceptual approach and quantitative model that have been developed by Lawrence Livermore National Laboratory to aid safeguards managers

  1. What Is the Return on Investment for Implementation of a Crew Resource Management Program at an Academic Medical Center?

    Science.gov (United States)

    Moffatt-Bruce, Susan D; Hefner, Jennifer L; Mekhjian, Hagop; McAlearney, John S; Latimer, Tina; Ellison, Chris; McAlearney, Ann Scheck

    Crew Resource Management (CRM) training has been used successfully within hospital units to improve quality and safety. This article presents a description of a health system-wide implementation of CRM focusing on the return on investment (ROI). The costs included training, programmatic fixed costs, time away from work, and leadership time. Cost savings were calculated based on the reduction in avoidable adverse events and cost estimates from the literature. Between July 2010 and July 2013, roughly 3000 health system employees across 12 areas were trained, costing $3.6 million. The total number of adverse events avoided was 735-a 25.7% reduction in observed relative to expected events. Savings ranged from a conservative estimate of $12.6 million to as much as $28.0 million. Therefore, the overall ROI for CRM training was in the range of $9.1 to $24.4 million. CRM presents a financially viable way to systematically organize for quality improvement.

  2. Development of a Virtual Crew Resource Management Training Program to Improve Communication.

    Science.gov (United States)

    Tschannen, Dana

    2017-11-01

    Crew Resource Management (CRM), a method focused on the management of human error and risk reduction, has shown promise in reducing communication failure in health care. The purpose of this project was to develop a virtual training program in CRM principles of effective leadership and followership, and evaluate the applicability to nurses working in the hospital setting. The intervention included the development of a virtual CRM training program consisting of a self-learning module and virtual simulation. Beta testing of the module was conducted by six nurses, followed by an evaluation of the training program by nurses (n = 5) in a general medicine department. Nurses reported the overall program to be worthwhile (X̄= 5; SD = 0.5), with great applicability to nursing care (X̄= 4.5, SD = 0.5). Nurses completing the simulation activity reported strong agreement to CRM applicability and training effectiveness. The CRM training module proved to be applicable to nursing care and is ready for widespread use to improve patient care and communication. J Contin Educ Nurs. 2017;48(11):525-532. Copyright 2017, SLACK Incorporated.

  3. Crew resource management training within the automotive industry: does it work?

    Science.gov (United States)

    Marquardt, Nicki; Robelski, Swantje; Hoeger, Rainer

    2010-04-01

    This article presents the development, implementation, and evaluation of a crew resource management (CRM) training program specifically designed for employees within the automotive industry. The central objective of this training program was to improve communication, teamwork, and stress management skills as well to increase the workers' situational awareness of potential errors that can occur during the production process. Participants in the training program of this study were 80 employees, all of whom were working in a production unit for gearbox manufacturing. Effectiveness of the CRM training course was evaluated two times (1 month and 6 months after the training program). The results showed a significant improvement in a wide range of CRM-relevant categories, especially in teamwork-related attitudes, in addition to an increase in the workers' situational awareness after the training program. On the basis of the results, it can be stated that CRM training, which was originally developed for the aviation industry, can be transferred to the automotive industry. However, because of the lack of behavioral observations, these effects are limited to CRM attitudes and knowledge changes. Several recommendations for future research and training development in the field of human factors training are made.

  4. A proposed Framework for CRM On-Demand System Evaluation : Evaluation Salesforce.com CRM and Microsoft Dynamics Online

    OpenAIRE

    Özcanli, Can

    2012-01-01

    Customer Relationship Management has been an integral part of the enterprise since two decades. Today, enterprises that focus on customer satisfaction need to manage their relationships with their customers effectively. This demand has allowed software vendors to create CRM solutions. The technology and broadband advancement allowed the CRM vendors to enhance their product portfolio by developing web-based CRM systems, in addition to their CRM on-premise solutions. These vendors adopted the b...

  5. Management Resource Values

    Directory of Open Access Journals (Sweden)

    A. B. Bakuradze

    2013-01-01

    Full Text Available The paper looks at the managerial resource values guaranteeing the effective functioning and development of any social institution. The main emphasis is on the asset management in educational sphere and optimizationopportunities of organizational processes. The human, logistical, technical, informational and time resources ofmanagerial activity are outlined and specified from the strategic perspective and effectiveness standpoint. The necessary criteria of a strategic resource are identified as the value, rarity, originality and indispensability. The author makes a conclusion about the priority of human resources in the value hierarchy of social organization in the era of information society. The paper demonstrates both the theoretical and practical ways and means of raising the effectiveness and efficiency of educational institutions, as well as the constant need for teacher’s training, retraining, and stimulation of self-education. The investment in human resources and motivating environment, aimed at developing the potential of academic staff and other employees of educational institutions, benefits both the managers and employees alike and leads to social partnership, harmony, and conciliation of economic and social interests within the organization.

  6. Human error and crew resource management failures in Naval aviation mishaps: a review of U.S. Naval Safety Center data, 1990-96.

    Science.gov (United States)

    Wiegmann, D A; Shappell, S A

    1999-12-01

    The present study examined the role of human error and crew-resource management (CRM) failures in U.S. Naval aviation mishaps. All tactical jet (TACAIR) and rotary wing Class A flight mishaps between fiscal years 1990-1996 were reviewed. Results indicated that over 75% of both TACAIR and rotary wing mishaps were attributable, at least in part, to some form of human error of which 70% were associated with aircrew human factors. Of these aircrew-related mishaps, approximately 56% involved at least one CRM failure. These percentages are very similar to those observed prior to the implementation of aircrew coordination training (ACT) in the fleet, suggesting that the initial benefits of the program have not persisted and that CRM failures continue to plague Naval aviation. Closer examination of these CRM-related mishaps suggest that the type of flight operations (preflight, routine, emergency) do play a role in the etiology of CRM failures. A larger percentage of CRM failures occurred during non-routine or extremis flight situations when TACAIR mishaps were considered. In contrast, a larger percentage of rotary wing CRM mishaps involved failures that occurred during routine flight operations. These findings illustrate the complex etiology of CRM failures within Naval aviation and support the need for ACT programs tailored to the unique problems faced by specific communities in the fleet.

  7. [Human factors and crisis resource management: improving patient safety].

    Science.gov (United States)

    Rall, M; Oberfrank, S

    2013-10-01

    A continuing high number of patients suffer harm from medical treatment. In 60-70% of the cases the sources of harm can be attributed to the field of human factors (HFs) and teamwork; nevertheless, those topics are still neither part of medical education nor of basic and advanced training even though it has been known for many years and it has meanwhile also been demonstrated for surgical specialties that training in human factors and teamwork considerably reduces surgical mortality.Besides the medical field, the concept of crisis resource management (CRM) has already proven its worth in many other industries by improving teamwork and reducing errors in the domain of human factors. One of the best ways to learn about CRM and HFs is realistic simulation team training with well-trained instructors in CRM and HF. The educational concept of the HOTT (hand over team training) courses for trauma room training offered by the DGU integrates these elements based on the current state of science. It is time to establish such training for all medical teams in emergency medicine and operative care. Accompanying safety measures, such as the development of a positive culture of safety in every department and the use of effective critical incident reporting systems (CIRs) should be pursued.

  8. A comparison of global rating scale and checklist scores in the validation of an evaluation tool to assess performance in the resuscitation of critically ill patients during simulated emergencies (abbreviated as "CRM simulator study IB").

    Science.gov (United States)

    Kim, John; Neilipovitz, David; Cardinal, Pierre; Chiu, Michelle

    2009-01-01

    Crisis resource management (CRM) skills are a set of nonmedical skills required to manage medical emergencies. There is currently no gold standard for evaluation of CRM performance. A prior study examined the use of a global rating scale (GRS) to evaluate CRM performance. This current study compared the use of a GRS and a checklist as formal rating instruments to evaluate CRM performance during simulated emergencies. First-year and third-year residents participated in two simulator scenarios each. Three raters then evaluated resident performance in CRM using edited video recordings using both a GRS and a checklist. The Ottawa GRS provides a seven-point anchored ordinal scale for performance in five categories of CRM, and an overall performance score. The Ottawa CRM checklist provides 12 items in the five categories of CRM, with a maximum cumulative score of 30 points. Construct validity was measured on the basis of content validity, response process, internal structure, and response to other variables. T-test analysis of Ottawa GRS scores was conducted to examine response to the variable of level of training. Intraclass correlation coefficient (ICC) scores were used to measure inter-rater reliability for both scenarios. Thirty-two first-year and 28 third-year residents participated in the study. Third-year residents produced higher mean scores for overall CRM performance than first-year residents (P CRM checklist (P CRM checklist. Users indicated a strong preference for the Ottawa GRS given ease of scoring, presence of an overall score, and the potential for formative evaluation. Construct validity seems to be present when using both the Ottawa GRS and CRM checklist to evaluate CRM performance during simulated emergencies. Data also indicate the presence of moderate inter-rater reliability when using both the Ottawa GRS and CRM checklist.

  9. Wireless communications resource management

    CERN Document Server

    Lee, B; Seo, H

    2009-01-01

    Wireless technologies continue to evolve to address the insatiable demand for faster response times, larger bandwidth, and reliable transmission. Yet as the industry moves toward the development of post 3G systems, engineers have consumed all the affordable physical layer technologies discovered to date. This has necessitated more intelligent and optimized utilization of available wireless resources. Wireless Communications Resource Managem ent, Lee, Park, and Seo cover all aspects of this critical topic, from the preliminary concepts and mathematical tools to detailed descriptions of all the resource management techniques. Readers will be able to more effectively leverage limited spectrum and maximize device battery power, as well as address channel loss, shadowing, and multipath fading phenomena.

  10. An empirical study into the foundations of CRM success

    NARCIS (Netherlands)

    Peelen, E.; Montfort, van K.; Beltman, R.; Klerkx, A.

    2009-01-01

    Customer Relationship Management (CRM) has attracted the attention of both marketing practitioners and researchers over the last decade. Significant progress has been made in identifying and researching the components of CRM individually and in the design of a strategic framework. The role of CRM

  11. Discussion on CRM applications in irradiation processing enterprise

    International Nuclear Information System (INIS)

    Liu Zhiling; Tang Yuxin; Xiao Rong; Cao Qingsui

    2006-01-01

    The necessity of customer relationship management (CRM) in irradiation processing enterprises is discussed on the basis of the competition status of irradiation industry and the CRM framework. In the meantime, an idiographic method of how to create the CRM system is put forward aimed at the present situation of irradiation industry. (authors)

  12. Nástroje CRM v bankovnictví

    OpenAIRE

    Petrová, Barbora

    2008-01-01

    Annotation This thesis is concerned with CRM approach - Customer relationship management. CRM covered new marketing methods, that are focused on client's needs rather than on product push strategy. Thanks to sophisticated data analysis clients are addressed with offers, that come up to their current needs. Thesis explains basic terms connected to CRM strategy, different sorts and its components. CRM concept is apllied on the banking area using the example of czech commercial bank.

  13. [Hi-Fi simulation: Teaching crisis resource management to surgery residents].

    Science.gov (United States)

    Georgescu, Mihai; Tanoubi, Issam; Drolet, Pierre; Robitaille, Arnaud; Perron, Roger; Patenaude, Jean Victor

    2015-02-01

    High-fidelity (HiFi) simulation has shown its effectiveness for teaching crisis resource management (CRM) principles, and our institutional experience in this area is mainly with anesthesiology residents. We recently added to our postgraduate curriculum a new CRM course designed to cater to the specific needs of surgical residents. This short communication describes the experience of the University of Montreal Simulation Centre (Centre d'Apprentissage des Attitudes et Habiletés Cliniques CAAHC) regarding HiFi simulationbased CRM and communication skills teaching for surgical residents. Thirty residents agreed to participate in a simulation course with pre-established scenarios and educational CRM objectives on a voluntary basis. When surveyed immediately after the activity, all residents agreed that the educational objectives were well defined (80% "strongly agree" and 20% "agree"). The survey also showed that the course was well accepted by all participants (96% "strongly agree" and 4% "agree"). Further trials with randomized groups and more reliable assessment tools are needed to validate our results. Still, integrating HiFi simulation based CRM learning in the surgical residency curriculum seems like an interesting step.

  14. SAP crm integration testing

    OpenAIRE

    Černiavskaitė, Marija

    2017-01-01

    This Bachelor's thesis presents SAP CRM and integration systems testing analysis: investigation in SAP CRM and SAP PO systems, presentation of relationship between systems, introduction to third-party system (non-SAP) – Network Informational System (NIS) which has integration with SAP, presentation of best CRM testing practises, analysis and recommendation of integration testing. Practical integration testing is done in accordance to recommendations.

  15. Safeguards resource management

    International Nuclear Information System (INIS)

    Strait, R.S.

    1986-01-01

    Protecting nuclear materials is a challenging problem for facility managers. To counter the broad spectrum of potential threats, facility managers rely on diverse safeguards measures, including elements of physical protection, material control and accountability, and human reliability programs. Deciding how to upgrade safeguards systems involves difficult tradeoffs between increased protection and the costs and operational impact of protection measures. Effective allocation of safeguards and security resources requires a prioritization of system upgrades based on a relative measure of upgrade benefits to upgrade costs. Analytical tools are needed to help safeguards managers measure the relative benefits and costs and allocate their limited resources to achieve balanced, cost-effective protection against the full spectrum of threats. This paper presents a conceptual approach and quantitative model that have been developed by Lawrence Livermore National Laboratory to aid safeguards managers. The model is in the preliminary stages of implementation, and an effort is ongoing to make the approach and quantitative model available for general use. The model, which is designed to complement existing nuclear safeguards evaluation tools, incorporates a variety of factors and integrates information on the likelihood of potential threats, safeguards capabilities to defeat threats, and the relative consequences if safeguards fail. The model uses this information to provide an overall measure for comparing safeguards upgrade projects at a facility

  16. [Management human resources].

    Science.gov (United States)

    Schena, F P

    2004-01-01

    The management of human resources may follow different models, defined as bureaucratic, technocratic or managerial-entrepreneurial models. The latter being the most used. However, the relationship individual-enterprise is based on both a legal and a psychological contract regardless of the model used. The winning concept considers the personnel as the first and most important customer to be trained, informed and kept updated. For these reasons it is necessary to create a warm working environment, which is the first marketing tool, thus improving the marketing skills (enterprise-customer). The improved results (products, processes and publications) will be achieved by total quality management, which includes training and transformation of the chief's role from the hierarchical management to a coaching approach. This approach will recreativity, personality and competence of the personnel. This new type of leadership is based on the authority recognised by the personnel, service and motivation.

  17. Strategic Human Resources Management

    Directory of Open Access Journals (Sweden)

    Marta Muqaj

    2016-07-01

    Full Text Available Strategic Human Resources Management (SHRM represents an important and sensitive aspect of the functioning and development of a company, business, institution, state, public or private agency of a country. SHRM is based on a point of view of the psychological practices, especially by investing on empowerment, broad training and teamwork. This way it remains the primary resource to maintain stability and competitiveness. SHRM has lately evolved on fast and secure steps, and the transformation from Management of Human Resources to SHRM is becoming popular, but it still remains impossible to exactly estimate how much SHRM has taken place in updating the practices of HRM in organizations and institutions in general. This manuscript aims to make a reflection on strategic management, influence factors in its practices on some organizations. Researchers aim to identify influential factors that play key roles in SHRM, to determine its challenges and priorities which lay ahead, in order to select the most appropriate model for achieving a desirable performance. SHRM is a key factor in the achievement of the objectives of the organization, based on HR through continuous performance growth, it’s a complex process, unpredictable and influenced by many outside and inside factors, which aims to find the shortest way to achieve strategic competitive advantages, by creating structure planning, organizing, thinking values, culture, communication, perspectives and image of the organization. While traditional management of HR is focused on the individual performance of employees, the scientific one is based on the organizational performance, the role of the HRM system as main factor on solving business issues and achievement of competitive advantage within its kind.

  18. 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...

  19. Water resources management plan

    Directory of Open Access Journals (Sweden)

    Glauco Maia

    2011-12-01

    Full Text Available Water resources manageWith the mission of providing reliable data for water supply activities in medium and large firefighting operations, the Firefighting Water Supply Tactical Group (GTSAI represents an important sector of the Rio de Janeiro State Fire Departmentment plan strategic support. Acting proactively, the Tactical Group prepared a Water Resources Management Plan, aiming to set up water resources for each jurisdiction of firefighters in the City of Rio de Janeiro, in order to assist the Fire Department in its missions. This goal was reached, and in association with LAGEOP (Geoprocessing Laboratory, UFRJ, the Tactical Group started using GIS techniques. The plan provides for the register of existing operational structures within each group (troops, vehicles and special equipment, along with knowledge about the nature and operating conditions of fire hydrants, as well as a detailed survey of areas considered to be "critical". The survey helps to support actions related to environmental disasters involved in the aforementioned critical areas (hospital, churches, schools, and chemical industries, among others. The Caju neighborhood, in Rio de Janeiro, was defined as initial application area, and was the first jurisdiction to have the system implemented, followed by Copacabana, Leblon, Lagoa, and Catete districts.

  20. Paths to continuous improvement of a CRM strategy

    Directory of Open Access Journals (Sweden)

    Lluís G. Renart

    2008-07-01

    Full Text Available The concept of relationship marketing has led to a paradigm change in marketing. Over the last few decades, numerous studies have analyzed the impact of customer relationship management (CRM programs on customer satisfaction and loyalty. Quite a few CRM programs have been found to have little or no impact. Having already published several articles and cases on the subject, in this paper we set out to answer the following question: assuming a company already has a reasonably successful CRM strategy in place, how can it continuously adapt and improve that strategy? Our recommendation is that such companies implement a continuous improvement process at four different but complementary levels: first, review and reinforce the company’s mission, culture and values; second, reconsider and, if necessary, redesign the CRM strategy; third, manage the various relationship-building activities more effectively; and lastly, review and, if necessary, improve the quality of material and human resources, program execution and process governance. A systematic review of these four levels or “paths” of improvement should help generate and maintain high quality relationships over time.

  1. Avoid the four perils of CRM.

    Science.gov (United States)

    Rigby, Darrell K; Reichheld, Frederick F; Schefter, Phil

    2002-02-01

    Customer relationship management is one of the hottest management tools today. But more than half of all CRM initiatives fail to produce the anticipated results. Why? And what can companies do to reverse that negative trend? The authors--three senior Bain consultants--have spent the past ten years analyzing customer-loyalty initiatives, both successful and unsuccessful, at more than 200 companies in a wide range of industries. They've found that CRM backfires in part because executives don't understand what they are implementing, let alone how much it will cost or how long it will take. The authors' research unveiled four common pitfalls that managers stumble into when trying to implement CRM. Each pitfall is a consequence of a single flawed assumption--that CRM is software that will automatically manage customer relationships. It isn't. Rather, CRM is the creation of customer strategies and processes to build customer loyalty, which are then supported by the technology. This article looks at best practices in CRM at several companies, including the New York Times Company, Square D, GE Capital, Grand Expeditions, and BMC Software. It provides an intellectual framework for any company that wants to start a CRM program or turn around a failing one.

  2. Electronic Resource Management Systems

    Directory of Open Access Journals (Sweden)

    Mark Ellingsen

    2004-10-01

    Full Text Available Computer applications which deal with electronic resource management (ERM are quite a recent development. They have grown out of the need to manage the burgeoning number of electronic resources particularly electronic journals. Typically, in the early years of e-journal acquisition, library staff provided an easy means of accessing these journals by providing an alphabetical list on a web page. Some went as far as categorising the e-journals by subject and then grouping the journals either on a single web page or by using multiple pages. It didn't take long before it was recognised that it would be more efficient to dynamically generate the pages from a database rather than to continually edit the pages manually. Of course, once the descriptive metadata for an electronic journal was held within a database the next logical step was to provide administrative forms whereby that metadata could be manipulated. This in turn led to demands for incorporating more information and more functionality into the developing application.

  3. 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...

  4. Clinical risk management in hospitals: strategy, central coordination and dialogue as key enablers.

    Science.gov (United States)

    Briner, Matthias; Manser, Tanja; Kessler, Oliver

    2013-04-01

    The study aims to identify key enablers fostering clinical risk management (CRM) in hospitals to guide health care in this vital area of patient safety. A cross-sectional survey was conducted at the national level in 324 Swiss hospitals in 2007-2008 to assess the relationship between key elements and systematic CRM. Therefore, a comprehensive monitoring instrument for CRM was used for the first time. Organizational factors (e.g. strategy, coordination, resources) and structural conditions (e.g. hospital size) were tested as key elements. CRM was assessed by evaluating its maturity (i.e. the level of CRM development) by 12 theoretically derived indices joining together essential aspects of CRM at the hospital level and the service level. Chi-square measures were used to analyse the relationships between organizational factors or structural conditions and maturity of CRM. Participation in this voluntary survey was good, with CRM experts of 138 out of 324 hospitals responding (response rate 43%). Three key enablers for CRM were identified: implementing a function for central CRM coordination, assuring dialogue with and between the different hospital services, and developing strategic CRM objectives. This study offers, for the first time, an assessment of the maturity of hospitals' CRM and identifies key enablers related to CRM. This is a feasible first step in guiding hospitals to shape their CRM and presents a basis for future studies, for example, linking CRM to outcome data. © 2012 Blackwell Publishing Ltd.

  5. Error Detection-Based Model to Assess Educational Outcomes in Crisis Resource Management Training: A Pilot Study.

    Science.gov (United States)

    Bouhabel, Sarah; Kay-Rivest, Emily; Nhan, Carol; Bank, Ilana; Nugus, Peter; Fisher, Rachel; Nguyen, Lily Hp

    2017-06-01

    Otolaryngology-head and neck surgery (OTL-HNS) residents face a variety of difficult, high-stress situations, which may occur early in their training. Since these events occur infrequently, simulation-based learning has become an important part of residents' training and is already well established in fields such as anesthesia and emergency medicine. In the domain of OTL-HNS, it is gradually gaining in popularity. Crisis Resource Management (CRM), a program adapted from the aviation industry, aims to improve outcomes of crisis situations by attempting to mitigate human errors. Some examples of CRM principles include cultivating situational awareness; promoting proper use of available resources; and improving rapid decision making, particularly in high-acuity, low-frequency clinical situations. Our pilot project sought to integrate CRM principles into an airway simulation course for OTL-HNS residents, but most important, it evaluated whether learning objectives were met, through use of a novel error identification model.

  6. Electronic Customer Relationship Management (eCRM) from the Perspective of Two Banks with Online Marketing in Pakistan : case of HSBC PK and Standard Chartered Bank PK

    OpenAIRE

    Abdul, Shakoor

    2011-01-01

    This study observes an approach which is known as explorative because it aims to evaluate and examine online media as a tool for e-CRM. In addition, this involves the approach known as iterative also depends on the data, which is qualitative in congestion with observational information. This study builds on the existing literature and theories within customer relationship marketing (CRM). The subfield to CRM, called e-CRM, is further studied the phenomenon of online marketing and online CRM (...

  7. Crew resource management and teamwork training in health care: a review of the literature and recommendations for how to leverage such interventions to enhance patient safety.

    Science.gov (United States)

    Maynard, M Travis; Marshall, David; Dean, Matthew D

    2012-01-01

    In an attempt to enhance patient safety, health care facilities are increasingly turning to crew resource management (CRM) and other teamwork training interventions. However, there is still quite a bit about such training interventions that remain unclear. Accordingly, our primary intent herein is to provide some clarity by providing a review of the literature, in hopes of highlighting the current state of the literature as well as identifying the areas that should be addressed by researchers in this field going forward. We searched various electronic databases and utilized numerous relevant search terms to maximize the likelihood of identifying all empirical research related to the use of CRM training within health care. Additionally, we conducted a manual search of the most relevant journals and also conducted a legacy search to identify even more articles. Furthermore, given that as a research team we have experience with CRM initiatives, we also integrate the lessons learned through this experience. Based on our review of the literature, CRM and teamwork training programs generally appear beneficial to individual employees, the groups and teams within such settings, and overall health care organizations. In addition to reviewing the literature that addressed CRM and teamwork training, we also highlight some of the more critical aspects of CRM training programs in order for such initiatives to be as successful as possible. Additionally, we detail various factors that appear essential to sustaining any benefits of CRM over the long haul.

  8. CRM System Optimization

    OpenAIRE

    Fučík, Ivan

    2015-01-01

    This thesis is focused on CRM solutions in small and medium-sized organizations with respect to the quality of their customer relationship. The main goal of this work is to design an optimal CRM solution in the environment of real organization. To achieve this goal it is necessary to understand the theoretical basis of several topics, such as organizations and their relationship with customers, CRM systems, their features and trends. On the basis of these theoretical topics it is possible to ...

  9. TOWARDS PROPER CULTURAL RESOURCE MANAGEMENT ...

    African Journals Online (AJOL)

    GRACE

    proper harnessing and management of cultural resources in Nigeria for sustainable development .... and knowledge) to organize the resources available to man with the aim of optimizing their use in the ... needs‖ (World Bank 1992). Thus, as ...

  10. Analisis Fitur M-Ticketing PT. Kereta Api Indonesia sebagai Bagian dari Customer Relation Management (CRM)

    OpenAIRE

    Hijrih, Fatchul; Prasetyo, Taufan Harry

    2015-01-01

    Sebagai Perusahaan jasa tranportasi darat yaitu kereta api, PT. Kereta Api Indonesia perlu memperhatikan aspek pelayanan terhadap pelanggan dengan memperhatikan fitur-fitur Customer Relation Management dalam membuat dalam membuat aplikasi-aplikasi yang berhubungan langsung dengan pelanggan, salah satunya m-ticketing. Kemunculan m-ticketing KAI saat ini digunakan sebagai alat penjualan tiket saja. Hal ini dapat terlihat dari menu atau fitur-fitur yang disematkan kedalam aplikasi tersebut. Adan...

  11. 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...

  12. CRM Failure to Apply Optimal Management Information Systems: Case of Lebanese Financial Sector

    Directory of Open Access Journals (Sweden)

    Charbel Salloum

    2013-12-01

    Full Text Available Financial markets in Lebanon are constrained by government influence, Islamic financial principles, and some barriers to foreign participation. Productivity in the Lebanese financial sector ranks below its occidental counterpart in spite the fact that regulatory, supervisory, and accounting standards are generally consistent with international norms. This paper aims to give the reasons and recommendations of the failure of applying the optimal management information system in the Lebanese Financial Sector. Our results show that the reasons include among others the systems by it selves, their functionalities, but also, companies’ strategy and human capital issues.

  13. Improving patient safety in the radiation oncology setting through crew resource management.

    Science.gov (United States)

    Sundararaman, Srinath; Babbo, Angela E; Brown, John A; Doss, Richard

    2014-01-01

    This paper demonstrates how the communication patterns and protocol rigors of a methodology called crew resource management (CRM) can be adapted to a radiation oncology environment to create a culture of patient safety. CRM training was introduced to our comprehensive radiation oncology department in the autumn of 2009. With 34 full-time equivalent staff, we see 100-125 patients daily on 2 hospital campuses. We were assisted by a consulting group with considerable experience in helping hospitals incorporate CRM principles and practices. Implementation steps included developing change initiative skills for key leaders, providing training in teamwork and communications, creating site-specific tools for safety and efficiency, and collecting data to document results. Our goals were to improve patient safety, teamwork, communication, and efficiency through the use of tools we developed that emphasized teamwork and communication, cross-checking, and routinizing specific protocols. Our CRM plan relies on the following 4 pillars: patient identification methods; "pause for the cause"; enabling all staff to halt treatment and question decisions; and daily morning meetings. We discuss some of the hurdles to change we encountered. Our safety record has improved. Our near-miss rate before CRM implementation averaged 11 per month; our near-miss rate currently averages 1.2 per month. In the 5 years prior to CRM implementation, we experienced 1 treatment deviation per year, although none rose to the level of "mis-administration." Since implementing CRM, our current patient treatment setup and delivery process has eliminated all treatment deviations. Our practices have identified situations where ambiguity or conflicting documentation could have resulted in inappropriate treatment or treatment inefficiencies. Our staff members have developed an extraordinary sense of teamwork combined with a high degree of personal responsibility to assure patient safety and have spoken up when

  14. Crew resource management training in the intensive care unit. A multisite controlled before-after study.

    Science.gov (United States)

    Kemper, Peter F; de Bruijne, Martine; van Dyck, Cathy; So, Ralph L; Tangkau, Peter; Wagner, Cordula

    2016-08-01

    There is a growing awareness today that adverse events in the intensive care unit (ICU) are more often caused by problems related to non-technical skills than by a lack of technical, or clinical, expertise. Team training, such as crew resource management (CRM), aims to improve these non-technical skills. The present study evaluated the effectiveness of CRM in the ICU. Six ICUs participated in a paired controlled trial, with one pretest and two post-test measurements (after 3 and 12 months). Three ICUs received CRM training and were compared with a matched control unit. The 2-day classroom-based training was delivered to multidisciplinary groups (ie, ICU physicians, nurses, managers). All levels of Kirkpatrick's evaluation framework were assessed using a mixed method design, including questionnaires, observations and routinely administered patient outcome data. Level I-reaction: participants were very positive directly after the training. Level II-learning: attitudes towards behaviour aimed at optimising situational awareness were relatively high at baseline and remained stable. Level III-behaviour: self-reported behaviour aimed at optimising situational awareness improved in the intervention group. No changes were found in observed explicit professional oral communication. Level IV-organisation: patient outcomes were unaffected. Error management culture and job satisfaction improved in the intervention group. Patient safety culture improved in both control and intervention units. We can conclude that CRM, as delivered in the present study, does not change behaviour or patient outcomes by itself, yet changes how participants think about errors and risks. This indicates that CRM requires a combination with other initiatives in order to improve clinical outcomes. Published by the BMJ Publishing Group Limited. For permission to use (where not already granted under a licence) please go to http://www.bmj.com/company/products-services/rights-and-licensing/

  15. Effectiveness of CRM in HAAGA-HELIA

    OpenAIRE

    Hirvonen, Hanna-Reetta; Ify, Kingsley John

    2011-01-01

    This was a project organized and supervised by HAAGA-HELIA University of Applied Sciences to enhance the international students’ employment rate through work pair model (an international student and Finnish student working together), and the project was done by two students from different majors. The thesis task was to revive, create and strengthen the use of customer relationship management (CRM) in HAAGA-HELIA. The main aim of the project was to examine the effectiveness of CRM in HAAGA-HEL...

  16. Mobile Marketing as a strategy in CRM

    OpenAIRE

    Goossens, Peter

    2011-01-01

    Mobile marketing is a young and still developing strategy in marketing. It thanks its creation and rapid evolution to the growth of mobile devices, such as mobile phones and tablets. This paper's research question, "can mobile marketing be used as a strategy in CRM?" investigates the strength of mobile marketing, its application and use by marketers as their sole or part of their marketing campaign and as strategy in customer relationship management (CRM). The two main components of the resea...

  17. More explicit communication after classroom-based crew resource management training: results of a pragmatic trial.

    Science.gov (United States)

    Verbeek-van Noord, Inge; de Bruijne, Martine C; Twisk, Jos W R; van Dyck, Cathy; Wagner, Cordula

    2015-02-01

    Aviation-based crew resource management trainings to optimize non-technical skills among professionals are often suggested for health care as a way to increase patient safety. Our aim was to evaluate the effect of a 2-day classroom-based crew resource management (CRM) training at emergency departments (EDs) on explicit professional oral communication (EPOC; non-technical skills). A pragmatic controlled before-after trial was conducted. Four EDs of general teaching hospitals were recruited (two intervention and two control departments). ED nurses and ED doctors were observed on their non-technical skills by means of a validated observation tool (EPOC). Our main outcome measure was the amount of EPOC observed per interaction in 30 minutes direct observations. Three outcome measures from EPOC were analysed: human interaction, anticipation on environment and an overall EPOC score. Linear and logistic mixed model analyses were performed. Models were corrected for the outcome measurement at baseline, days between training and observation, patient safety culture and error management culture at baseline. A statistically significant increase after the training was found on human interaction (β=0.27, 95% CI 0.08-0.49) and the overall EPOC score (β=0.25, 95% CI 0.06-0.43), but not for anticipation on environment (OR=1.19, 95% CI .45-3.15). This means that approximately 25% more explicit communication was shown after CRM training. We found an increase in the use of CRM skills after classroom-based crew resource management training. This study adds to the body of evidence that CRM trainings have the potential to increase patient safety by reducing communication flaws, which play an important role in health care-related adverse events. © 2014 John Wiley & Sons, Ltd.

  18. Innovations for Natural Resource Management

    Indian Academy of Sciences (India)

    First page Back Continue Last page Graphics. Improving input use efficiency and sustainable management of natural resource endowments - a continuous challenge. Improving input use efficiency and sustainable management of natural resource endowments - a continuous challenge. Innovations have focused on ...

  19. Effectiveness of classroom based crew resource management training in the intensive care unit: study design of a controlled trial

    Science.gov (United States)

    2011-01-01

    Background Crew resource management (CRM) has the potential to enhance patient safety in intensive care units (ICU) by improving the use of non-technical skills. However, CRM evaluation studies in health care are inconclusive with regard to the effect of this training on behaviour and organizational outcomes, due to weak study designs and the scarce use of direct observations. Therefore, the aim of this study is to determine the effectiveness and cost-effectiveness of CRM training on attitude, behaviour and organization after one year, using a multi-method approach and matched control units. The purpose of the present article is to describe the study protocol and the underlying choices of this evaluation study of CRM in the ICU in detail. Methods/Design Six ICUs participated in a paired controlled trial, with one pre-test and two post test measurements (respectively three months and one year after the training). Three ICUs were trained and compared to matched control ICUs. The 2-day classroom-based training was delivered to multidisciplinary groups. Typical CRM topics on the individual, team and organizational level were discussed, such as situational awareness, leadership and communication. All levels of Kirkpatrick's evaluation framework (reaction, learning, behaviour and organisation) were assessed using questionnaires, direct observations, interviews and routine ICU administration data. Discussion It is expected that the CRM training acts as a generic intervention that stimulates specific interventions. Besides effectiveness and cost-effectiveness, the assessment of the barriers and facilitators will provide insight in the implementation process of CRM. Trial registration Netherlands Trial Register (NTR): NTR1976 PMID:22073981

  20. Effectiveness of classroom based crew resource management training in the intensive care unit: study design of a controlled trial

    Directory of Open Access Journals (Sweden)

    Kemper Peter F

    2011-11-01

    Full Text Available Abstract Background Crew resource management (CRM has the potential to enhance patient safety in intensive care units (ICU by improving the use of non-technical skills. However, CRM evaluation studies in health care are inconclusive with regard to the effect of this training on behaviour and organizational outcomes, due to weak study designs and the scarce use of direct observations. Therefore, the aim of this study is to determine the effectiveness and cost-effectiveness of CRM training on attitude, behaviour and organization after one year, using a multi-method approach and matched control units. The purpose of the present article is to describe the study protocol and the underlying choices of this evaluation study of CRM in the ICU in detail. Methods/Design Six ICUs participated in a paired controlled trial, with one pre-test and two post test measurements (respectively three months and one year after the training. Three ICUs were trained and compared to matched control ICUs. The 2-day classroom-based training was delivered to multidisciplinary groups. Typical CRM topics on the individual, team and organizational level were discussed, such as situational awareness, leadership and communication. All levels of Kirkpatrick's evaluation framework (reaction, learning, behaviour and organisation were assessed using questionnaires, direct observations, interviews and routine ICU administration data. Discussion It is expected that the CRM training acts as a generic intervention that stimulates specific interventions. Besides effectiveness and cost-effectiveness, the assessment of the barriers and facilitators will provide insight in the implementation process of CRM. Trial registration Netherlands Trial Register (NTR: NTR1976

  1. Developments and Trends in CRM

    OpenAIRE

    Niþu Claudiu Valentin; Tileagã Cosmin Virgil; .tefanica Virginia

    2012-01-01

    CRM is an essential business strategy that integrates internal processes and functions with external networks, to create and deliver customer value target, given the profit. It is based on high quality customer data and on information technology. (Buttle, 2006). This definition highlights the bivalent customer relationship management scope, respectively creating and delivering value to both customers in target segments and for the organization. Also, an advantage of the definition is that it ...

  2. LHCb: Self managing experiment resources

    CERN Multimedia

    Stagni, F

    2013-01-01

    Within this paper we present an autonomic Computing resources management system used by LHCb for assessing the status of their Grid resources. Virtual Organizations Grids include heterogeneous resources. For example, LHC experiments very often use resources not provided by WLCG and Cloud Computing resources will soon provide a non-negligible fraction of their computing power. The lack of standards and procedures across experiments and sites generated the appearance of multiple information systems, monitoring tools, ticket portals, etc... which nowadays coexist and represent a very precious source of information for running HEP experiments Computing systems as well as sites. These two facts lead to many particular solutions for a general problem: managing the experiment resources. In this paper we present how LHCb, via the DIRAC interware addressed such issues. With a renewed Central Information Schema hosting all resources metadata and a Status System ( Resource Status System ) delivering real time informatio...

  3. Traffic incident management resource management.

    Science.gov (United States)

    2009-01-01

    The necessity of a multi-disciplinary approach involving law enforcement, fire and rescue, transportation, towing and recovery, and others has been well-recognized and integrated into incident management operations. This same multidisciplinar...

  4. Lessons from cross-fleet/cross-airline observations - Evaluating the impact of CRM/LOFT training

    Science.gov (United States)

    Butler, Roy E.

    1991-01-01

    A review is presented of the crew resource management/line oriented flight training (CRM/LOFT) program to help determine the level of standardization across fleets and airlines in the critical area of evaluating crew behavior and performance. One of the goals of the project is to verify that check airmen and LOFT instructors within organizations are evaluating CRM issues consistently and that differences observed between fleets are not a function of idiosyncracies on the part of observers. Attention is given to the research tools for crew evaluation.

  5. Emergency medicine resident crisis resource management ability: a simulation-based longitudinal study

    Directory of Open Access Journals (Sweden)

    Samuel Clarke

    2014-12-01

    Full Text Available Background: Simulation has been identified as a means of assessing resident physicians’ mastery of technical skills, but there is a lack of evidence for its utility in longitudinal assessments of residents’ non-technical clinical abilities. We evaluated the growth of crisis resource management (CRM skills in the simulation setting using a validated tool, the Ottawa Crisis Resource Management Global Rating Scale (Ottawa GRS. We hypothesized that the Ottawa GRS would reflect progressive growth of CRM ability throughout residency. Methods: Forty-five emergency medicine residents were tracked with annual simulation assessments between 2006 and 2011. We used mixed-methods repeated-measures regression analyses to evaluate elements of the Ottawa GRS by level of training to predict performance growth throughout a 3-year residency. Results: Ottawa GRS scores increased over time, and the domains of leadership, problem solving, and resource utilization, in particular, were predictive of overall performance. There was a significant gain in all Ottawa GRS components between postgraduate years 1 and 2, but no significant difference in GRS performance between years 2 and 3. Conclusions: In summary, CRM skills are progressive abilities, and simulation is a useful modality for tracking their development. Modification of this tool may be needed to assess advanced learners’ gains in performance.

  6. Effect of CRM team leader training on team performance and leadership behavior in simulated cardiac arrest scenarios: a prospective, randomized, controlled study.

    Science.gov (United States)

    Fernandez Castelao, Ezequiel; Boos, Margarete; Ringer, Christiane; Eich, Christoph; Russo, Sebastian G

    2015-07-24

    Effective team leadership in cardiopulmonary resuscitation (CPR) is well recognized as a crucial factor influencing performance. Generally, leadership training focuses on task requirements for leading as well as non-leading team members. We provided crisis resource management (CRM) training only for designated team leaders of advanced life support (ALS) trained teams. This study assessed the impact of the CRM team leader training on CPR performance and team leader verbalization. Forty-five teams of four members each were randomly assigned to one of two study groups: CRM team leader training (CRM-TL) and additional ALS-training (ALS add-on). After an initial lecture and three ALS skill training tutorials (basic life support, airway management and rhythm recognition/defibrillation) of 90-min each, one member of each team was randomly assigned to act as the team leader in the upcoming CPR simulation. Team leaders of the CRM-TL groups attended a 90-min CRM-TL training. All other participants received an additional 90-min ALS skill training. A simulated CPR scenario was videotaped and analyzed regarding no-flow time (NFT) percentage, adherence to the European Resuscitation Council 2010 ALS algorithm (ADH), and type and rate of team leader verbalizations (TLV). CRM-TL teams showed shorter, albeit statistically insignificant, NFT rates compared to ALS-Add teams (mean difference 1.34 (95% CI -2.5, 5.2), p = 0.48). ADH scores in the CRM-TL group were significantly higher (difference -6.4 (95% CI -10.3, -2.4), p = 0.002). Significantly higher TLV proportions were found for the CRM-TL group: direct orders (difference -1.82 (95% CI -2.4, -1.2), p CRM improves performance of the entire team, in particular guideline adherence and team leader behavior. Emphasis on training of team leader behavior appears to be beneficial in resuscitation and emergency medical course performance.

  7. A research on CRM systems in the Czech Republic

    Directory of Open Access Journals (Sweden)

    František Dařena

    2008-01-01

    Full Text Available Customer Relationship Management (CRM is seen as a holistic framework for interaction of organizations with their customers. It is focused on gaining customers’ loyalty through providing the value positively perceived by the customers and usually incorporates information and communication technologies in the form of CRM systems. The paper discusses various aspects of CRM phi­lo­so­phy and utilization of information and communication technologies in relation to CRM. A survey that was conducted among three hundred organizations in the Czech Republic (among them some major companies, such as ČEZ, T-Mobile, Česká spořitelna and others. The objective of the survey was to discover the scope and level of using CRM systems, factors influencing decisions about CRM, understanding the CRM concept, evaluating CRM benefits, issues related to implementation and ot­hers. Organizations mostly perceive CRM as a profitable approach although they do not see it as a global philosophy but rather as a set of separated tools. The most relevant argument for CRM implementation include better contact management, better understanding the customers, higher number of retained customers, longer relationships with customers and higher customer satisfaction.

  8. Information resource management concepts for records managers

    Energy Technology Data Exchange (ETDEWEB)

    Seesing, P.R.

    1992-10-01

    Information Resource Management (ERM) is the label given to the various approaches used to foster greater accountability for the use of computing resources. It is a corporate philosophy that treats information as it would its other resources. There is a reorientation from simply expenditures to considering the value of the data stored on that hardware. Accountability for computing resources is expanding beyond just the data processing (DP) or management information systems (MIS) manager to include senior organization management and user management. Management`s goal for office automation is being refocused from saving money to improving productivity. A model developed by Richard Nolan (1982) illustrates the basic evolution of computer use in organizations. Computer Era: (1) Initiation (computer acquisition), (2) Contagion (intense system development), (3) Control (proliferation of management controls). Data Resource Era: (4) Integration (user service orientation), (5) Data Administration (corporate value of information), (6) Maturity (strategic approach to information technology). The first three stages mark the growth of traditional data processing and management information systems departments. The development of the IRM philosophy in an organization involves the restructuring of the DP organization and new management techniques. The three stages of the Data Resource Era represent the evolution of IRM. This paper examines each of them in greater detail.

  9. Information resource management concepts for records managers

    Energy Technology Data Exchange (ETDEWEB)

    Seesing, P.R.

    1992-10-01

    Information Resource Management (ERM) is the label given to the various approaches used to foster greater accountability for the use of computing resources. It is a corporate philosophy that treats information as it would its other resources. There is a reorientation from simply expenditures to considering the value of the data stored on that hardware. Accountability for computing resources is expanding beyond just the data processing (DP) or management information systems (MIS) manager to include senior organization management and user management. Management's goal for office automation is being refocused from saving money to improving productivity. A model developed by Richard Nolan (1982) illustrates the basic evolution of computer use in organizations. Computer Era: (1) Initiation (computer acquisition), (2) Contagion (intense system development), (3) Control (proliferation of management controls). Data Resource Era: (4) Integration (user service orientation), (5) Data Administration (corporate value of information), (6) Maturity (strategic approach to information technology). The first three stages mark the growth of traditional data processing and management information systems departments. The development of the IRM philosophy in an organization involves the restructuring of the DP organization and new management techniques. The three stages of the Data Resource Era represent the evolution of IRM. This paper examines each of them in greater detail.

  10. Atviro kodo CRM tyrimas

    OpenAIRE

    Bukelis, Donatas

    2006-01-01

    The study deals with the features open source CRMs have, the ways we can change the code and make our own open source CRM system. The research is oriented to Web based CRMs. One open source CRM system is modyfied and translated into the Lithuanian language. Installation files were created for people who do not know databases and Web services software in order to help them install this CRM system and configure database as well as other system requirements. The final result of our work is open ...

  11. Factors preceding CRM readiness in small- and medium-sized tourism enterprises

    Directory of Open Access Journals (Sweden)

    Dinesh Vallabh

    2015-07-01

    Full Text Available Orientation: Customer relationship management (CRM is important to organisations striving for competitive advantage through building relationships with their customers. Research purpose: This study identified the factors preceding CRM and assessed selected South African small- and medium-sized tourism enterprises’ (SMTEs readiness for CRM. Motivation: CRM is likely to enhance SMTEs’ competitiveness. However, successful adoption and implementation of CRM is unlikely unless the organisation is ready for it. Research design, approach and method: A quantitative research approach and survey questionnaire yielded primary data from 332 respondent organisations selected by systematic sampling. Exploratory factor analysis was used to identify the latent factors preceding CRM readiness. Organisational CRM readiness was assessed based on CRM maturity in terms of data collection, use and sharing throughout the organisation. Main findings: Respondent-organisations performed well on the four factors preceding CRM readiness − business strategy, customer strategy, touch points and competencies, skills and technology and also on data collections and use, but not on data sharing. Practical/Managerial implications: CRM practice is believed to assist organisations in tailoring products and services to customers’ needs, providing customer satisfaction, enhancing customer retention and ultimately improving the organisation’s competitiveness and profitability. CRM might fail if SMTEs do not have CRM-enabling conditions in place and a CRM readiness audit should therefore be performed. Contribution: The study contributes to a largely under-researched area concerning CRM in SMTEs by providing an improved understanding of the factors that will enable SMTEs to engage in CRM activities.

  12. Management of natural resources

    International Nuclear Information System (INIS)

    Danielo, Olivier; Loubens, Audrey

    2016-08-01

    As a sustainable exploitation of fossil natural resources has become an ecological opportunity, this publication proposes a set of articles focused on the cases of gas, oils (conventional or not) and coal. A first article outlines the unavoidable environmental issue associated with the exploitation of fossil energies. The second one comments the meaning of fossil fuel availability, and more particularly the distinction between resources and reserves, and the transformation of resources into reserves for saving purposes. This last issue of transformation of resources into reserves is addressed by next articles which respectively focus on conventional gases and oils, on non conventional gases and oils, and on coal. Two articles then comment perspectives by 2040 by discussing the high tension between fossil resources and geopolitical situation, and by discussing whether a world energy transition is possible. The three last articles notice that the abundance of fossil energies is hiding the potential of renewable energies, discuss whether chemical industry could do without oil, and comment the fact that Russia strengthens its claims on Arctic territories

  13. The Usage of CRM-Systems in the Activities of Franchising Retail Trade Networks

    OpenAIRE

    Kochubei Dmytro V.; Grygorenko Tetyana M.

    2017-01-01

    The article considers the main aspects of the CRM-systems usage in the management of relationships in franchise retail trade networks (FRTN). The essence of concepts of «CRM-strategy» and «CRM-system» has been disclosed, their differences have been defined. The basic directions of implementing the CRM-strategy of management of interaction of franchisor and franchisees, and also components of information support of CRM-systems have been defined. A methodology of introduction of CRM-strategy in...

  14. A study into the foundations of CRM success

    OpenAIRE

    Peelen, E.; Beltman, R.; Montfort, van, K.; Klerkx, A.

    2006-01-01

    Customer Relationship Management has attracted the attention of both marketing practitioners and researchers over the last decade. Despite, or maybe due to, the attention drawn to the subject, a clear agreement on what CRM is and especially how CRM should be developed remains lacking. It is now commonly understood that CRM involves technology, drives Marketing, Sales and Customer Services and is often approached as a business strategy to create value for an organization through the creation o...

  15. Automation and Human Resource Management.

    Science.gov (United States)

    Taft, Michael

    1988-01-01

    Discussion of the automation of personnel administration in libraries covers (1) new developments in human resource management systems; (2) system requirements; (3) software evaluation; (4) vendor evaluation; (5) selection of a system; (6) training and support; and (7) benefits. (MES)

  16. Resource management: Hotel Zira human resource management department analysis

    Directory of Open Access Journals (Sweden)

    Petrović Jelena

    2015-01-01

    Full Text Available The world is changing at a fast pace in a number of different areas, economically, politically technologically and socially. All these facts have strong impact on how managers organize their work. Traditionally they focus on delivering efficiency through large bureaucracies which are hierarchical in nature, very much around process and stability. What this mitigates against perhaps it is innovation and flexibility. A demand is no longer predictable and service has to be equally flexible for demand that exists nowadays. The emergence of post bureaucratic organizations is about being leaner, flatter and being much more network-based. Within that network employees are being empowered to take responsibility for producing innovations themselves. In order to speed up the process it is critical to systematize the process of managing people in the back office. Human Resource Management strategies are being transformed by internal social networks and social human resource technologies to better collaborative, transition into social enterprises, and change the positioning of human resource departments from back office to front office activities. All of these subjects are applied and the case study of hotel Zira human resource department is explained and showed in detail with the specific questionnaire. One of the main challenges that human resource management is also facing is the talent management and the number one responsibility of leadership is how to manage talent, how to attract it, utilize and eventually retain it.

  17. Crisis Resource Management in the Delivery Room: Development of Behavioral Markers for Team Performance in Emergency Simulation.

    Science.gov (United States)

    Bracco, Fabrizio; de Tonetti, Gabriele; Masini, Michele; Passarelli, Marcello; Geretto, Francesca; Celleno, Danilo

    2018-03-03

    Human factors are the most relevant issues contributing to adverse events in obstetrics. Specific training of Crisis Resource Management (CRM) skills (i.e., problem solving and team management, resource allocation, awareness of environment, and dynamic decision-making) is now widespread and is often based on High Fidelity Simulation. In order to be used as a guideline in simulated scenarios, CRM skills need to be mapped to specific and observable behavioral markers. For this purpose, we developed a set of observable behaviors related to the main elements of CRM in the delivery room. The observational tool was then adopted in a two-days seminar on obstetric hemorrhage where teams working in obstetric wards of six Italian hospitals took part in simulations. The tool was used as a guide for the debriefing and as a peer-to-peer feedback. It was then rated for its usefulness in facilitating the reflection upon one's own behavior, its ease of use, and its usefulness for the peer-to-peer feedback. The ratings were positive, with a median of 4 on a 5-point scale. The CRM observational tool has therefore been well-received and presents a promising level of inter-rater agreement. We believe the tool could have value in facilitating debriefing and in the peer-to-peer feedback.

  18. Crisis Resource Management in the Delivery Room: Development of Behavioral Markers for Team Performance in Emergency Simulation

    Directory of Open Access Journals (Sweden)

    Fabrizio Bracco

    2018-03-01

    Full Text Available Human factors are the most relevant issues contributing to adverse events in obstetrics. Specific training of Crisis Resource Management (CRM skills (i.e., problem solving and team management, resource allocation, awareness of environment, and dynamic decision-making is now widespread and is often based on High Fidelity Simulation. In order to be used as a guideline in simulated scenarios, CRM skills need to be mapped to specific and observable behavioral markers. For this purpose, we developed a set of observable behaviors related to the main elements of CRM in the delivery room. The observational tool was then adopted in a two-days seminar on obstetric hemorrhage where teams working in obstetric wards of six Italian hospitals took part in simulations. The tool was used as a guide for the debriefing and as a peer-to-peer feedback. It was then rated for its usefulness in facilitating the reflection upon one’s own behavior, its ease of use, and its usefulness for the peer-to-peer feedback. The ratings were positive, with a median of 4 on a 5-point scale. The CRM observational tool has therefore been well-received and presents a promising level of inter-rater agreement. We believe the tool could have value in facilitating debriefing and in the peer-to-peer feedback.

  19. The ontology model of FrontCRM framework

    Science.gov (United States)

    Budiardjo, Eko K.; Perdana, Wira; Franshisca, Felicia

    2013-03-01

    Adoption and implementation of Customer Relationship Management (CRM) is not merely a technological installation, but the emphasis is more on the application of customer-centric philosophy and culture as a whole. CRM must begin at the level of business strategy, the only level that thorough organizational changes are possible to be done. Changes agenda can be directed to each departmental plans, and supported by information technology. Work processes related to CRM concept include marketing, sales, and services. FrontCRM is developed as framework to guide in identifying business processes related to CRM in which based on the concept of strategic planning approach. This leads to processes and practices identification in every process area related to marketing, sales, and services. The Ontology model presented on this paper by means serves as tools to avoid framework misunderstanding, to define practices systematically within process area and to find CRM software features related to those practices.

  20. Environmental and resource management

    DEFF Research Database (Denmark)

    Madsen, Henning; Ulhøi, John Parm

    1996-01-01

    Artiklen bringer bl.a. de seneste resultater (i forkortet udgave) fra et igangværende flerårigt forskningsprojekt - The Danish Environmental Management Survey (DEMS) - der sigter efter løbende at analysere og vurdere den igangværende 'forgrønnelse' i erhvervslivet i et longitudinalt perspektiv...

  1. Social CRM Adoption and its Impact on Performance Outcomes: a Literature Review

    Directory of Open Access Journals (Sweden)

    Marolt Marjeta

    2015-12-01

    Full Text Available Background and Purpose: Social customer relationship management (social CRM is an emerging concept that integrates traditional CRM and social media in order to provide benefits for organizations and customers. Despite the benefits that social CRM can bring, many organizations are still at the early stage of adoption. To move beyond social marketing and to exploit opportunities offered by sales and customer service, organizations need to be aware of factors that drive social CRM adoption and different implications of social CRM adoption for performance outcomes. This paper aims to provide a review of scholarly literature on social CRM adoption with the focus on factors and performance outcomes.

  2. Sustainability issues for resource managers.

    Science.gov (United States)

    Daniel L. Bottom; Gordon H. Reeves; Martha H. Brookes

    1996-01-01

    Throughout their history, conservation science and sustainable-yield management have failed to maintain the productivity of living resources. Repeated overexploitation of economic species, loss of biological diversity, and degradation of regional environments now call into question the economic ideas and values that have formed the foundation of scientific management...

  3. Strategic entrepreneurship: an integrated innovative entrepreneurial process for CRM implementation at Indian SMEs

    OpenAIRE

    Mehta, Arpita

    2011-01-01

    The purpose of this theoretical framework is, to provide a better understanding of the prospects, process, problems, usage and issues related to Customer Relationship Management (CRM) in Indian SMEs so that it may help to implement, adopt and use CRM as an interactive entrepreneurial tool for strategic and successful customer relationship management at Indian SMEs. To reach this understanding this research can starts with three dimensions or group of respondents like CRM Vendor (CRM professio...

  4. Crisis Resources for Emergency Workers (CREW II): results of a pilot study and simulation-based crisis resource management course for emergency medicine residents.

    Science.gov (United States)

    Hicks, Christopher M; Kiss, Alex; Bandiera, Glen W; Denny, Christopher J

    2012-11-01

    Emergency department resuscitation requires the coordinated efforts of an interdisciplinary team. Aviation-based crisis resource management (CRM) training can improve safety and performance during complex events. We describe the development, piloting, and multilevel evaluation of "Crisis Resources for Emergency Workers" (CREW), a simulation-based CRM curriculum for emergency medicine (EM) residents. Curriculum development was informed by an a priori needs assessment survey. We constructed a 1-day course using simulated resuscitation scenarios paired with focused debriefing sessions. Attitudinal shifts regarding team behaviours were assessed using the Human Factors Attitude Survey (HFAS). A subset of 10 residents participated in standardized pre- and postcourse simulated resuscitation scenarios to quantify the effect of CREW training on our primary outcome of CRM performance. Pre/post scenarios were videotaped and scored by two blinded reviewers using a validated behavioural rating scale, the Ottawa CRM Global Rating Scale (GRS). Postcourse survey responses were highly favourable, with the majority of participants reporting that CREW training can reduce errors and improve patient safety. There was a nonsignificant trend toward improved team-based attitudes as assessed by the HFAS (p  =  0.210). Postcourse performance demonstrated a similar trend toward improved scores in all categories on the Ottawa GRS (p  =  0.16). EM residents find simulation-based CRM instruction to be useful, effective, and highly relevant to their practice. Trends toward improved performance and attitudes may have arisen because our study was underpowered to detect a difference. Future efforts should focus on interdisciplinary training and recruiting a larger sample size.

  5. Common Property Resource Management, Institutional Change and ...

    African Journals Online (AJOL)

    Common Property Resource Management, Institutional Change and ... Most contemporary discussions on African development since independence forty ... theories on CPR Resource Management in a specific ecological and political setting.

  6. Climate related natural hazards management in the vulnerable regions of Uzbekistan - experiences in the frame of projects Climate Risk Management in Uzbekistan (CRM-Uz) and Water in Central Asia (CAWa)

    Science.gov (United States)

    Merkushkin, Alexander; Gafurov, Abror; Agaltseva, Natalya; Pak, Alexander; Mannig, Birgit; Paeth, Heiko; Vorogushyn, Sergiy; Unger-Shayesteh, Katy

    2014-05-01

    Increased frequency of natural hazards under conditions of observed climate change in Uzbekistan has become challenging concern and shows the need to develop more effective climate risk mechanisms towards improving the security of society and sustainable development. In the framework of presented study, the importance of drought monitoring and methodologies for early warning for such purposes in Uzbekistan are demonstrated. For the conditions of Uzbekistan, droughts are most dangerous climate related natural phenomenon. Therefore, the CRM-Uz Project on Climate Risk Management was established with focus on reducing climate risks, strengthening adaptive capacity for stimulating the development of early warning mechanisms, as well as to build up the basis for long-term investments. This serves to increase resilience to climate impacts in the country. In the frame of the CRM-Uz Project, Drought Early Warning System (DEWS), has been developed and implemented in one of the southern provinces of Uzbekistan (Kashkadarya). The main task of DEWS is to provide population with information on the possibility of upcoming drought season in advance. DEWS is used for the assessment, monitoring, prevention, early warning and decision making in this region. Such early warning system provides the required information to undertake appropriate measures against drought and to mitigate its adverse effects to society. It is clear that during years with expected drought the hydrological forecasts become much more important. Complex mathematical model which simulates of run-off formation as a basis of DEWS provides the seasonal hydrological forecasts that are used to inform all concerned sectors, especially the agricultural sector on water availability during the vegetation period. In the frame of cooperation with German Research Centre for Geosciences (GFZ) within the CAWa Project, the DEWS was extended through implementation of MODSNOW - the operational tool for snow cover monitoring at

  7. On a wing and a prayer: an assessment of modularized crew resource management training for health care professionals.

    Science.gov (United States)

    Clay-Williams, Robyn; Greenfield, David; Stone, Judy; Braithwaite, Jeffrey

    2014-01-01

    Evidence suggests that Crew Resource Management (CRM), a form of team training, is beneficial. In CRM training, participants learn individual portable team skills such as communication and decision making through group discussion and activities. However, the usual 1-day course format is not always compatible with health care organizational routines. A modular training format, while theoretically sound, is untested for interprofessional team training. The aim of this study was to explore the potential for modularized CRM training to be delivered to a group of interprofessional learners. Modularized CRM training, consisting of two 2-hour workshops, was delivered to health care workers in an Australian tertiary hospital. Kirkpatrick's evaluation model provided a framework for the study. Baseline attitude surveys were conducted prior to each workshop. Participants completed a written questionnaire at the end of each workshop that examined their motivations, reactions to the training, and learner demographics. An additional survey, administered 6 weeks post training, captured self-assessed behavior data. Twenty-three individuals from a range of professions and clinical streams participated. One in 5 participants (22%) reported that they translated teamwork skills to the workplace. While positive about the workshop format and content, many respondents identified personal, team, and organizational barriers to the application of the workshop techniques. CRM training when delivered in a modular format has positive outcomes. Following the training, some respondents overcame workplace barriers to attempt to change negative workplace behavior. This progress provides cautious optimism for the potential for modular CRM training to benefit groups of interprofessional health staff. © 2014 The Alliance for Continuing Education in the Health Professions, the Society for Academic Continuing Medical Education, and the Council on Continuing Medical Education, Association for Hospital

  8. Application of neural networks in CRM systems

    Directory of Open Access Journals (Sweden)

    Bojanowska Agnieszka

    2017-01-01

    Full Text Available The central aim of this study is to investigate how to apply artificial neural networks in Customer Relationship Management (CRM. The paper presents several business applications of neural networks in software systems designed to aid CRM, e.g. in deciding on the profitability of building a relationship with a given customer. Furthermore, a framework for a neural-network based CRM software tool is developed. Building beneficial relationships with customers is generating considerable interest among various businesses, and is often mentioned as one of the crucial objectives of enterprises, next to their key aim: to bring satisfactory profit. There is a growing tendency among businesses to invest in CRM systems, which together with an organisational culture of a company aid managing customer relationships. It is the sheer amount of gathered data as well as the need for constant updating and analysis of this breadth of information that may imply the suitability of neural networks for the application in question. Neural networks exhibit considerably higher computational capabilities than sequential calculations because the solution to a problem is obtained without the need for developing a special algorithm. In the majority of presented CRM applications neural networks constitute and are presented as a managerial decision-taking optimisation tool.

  9. Cybernetics in water resources management

    International Nuclear Information System (INIS)

    Alam, N.

    2005-01-01

    The term Water Resources is used to refer to the management and use of water primarily for the benefit of people. Hence, successful management of water resources requires a solid understanding of Hydrology. Cybernetics in Water Resources Management is an endeavor to analyze and enhance the beneficial exploitation of diverse scientific approaches and communication methods; to control the complexity of water management; and to highlight the importance of making right decisions at the right time, avoiding the devastating effects of drought and floods. Recent developments in computer technology and advancement of mathematics have created a new field of system analysis i.e. Mathematical Modeling. Based on mathematical models, several computer based Water Resources System (WRS) Models were developed across the world, to solve the water resources management problems, but these were not adaptable and were limited to computation by a well defined algorithm, with information input at various stages and the management tasks were also formalized in that well structured algorithm. The recent advancements in information technology has revolutionized every field of the contemporary world and thus, the WRS has also to be diversified by broadening the knowledge base of the system. The updation of this knowledge should be a continuous process acquired through the latest techniques of networking from all its concerned sources together with the expertise of the specialists and the analysis of the practical experiences. The system should then be made capable of making inferences and shall have the tendency to apply the rules based on the latest information and inferences in a given stage of problem solving. Rigid programs cannot adapt to changing conditions and new knowledge. Thus, there is a need for an evolutionary development based on mutual independence of computational procedure and knowledge with capability to adapt itself to the increasing complexity of problem. The subject

  10. The effects of crew resource management on teamwork and safety climate at Veterans Health Administration facilities.

    Science.gov (United States)

    Schwartz, Miriam E; Welsh, Deborah E; Paull, Douglas E; Knowles, Regina S; DeLeeuw, Lori D; Hemphill, Robin R; Essen, Keith E; Sculli, Gary L

    2017-11-09

    Communication failure is a significant source of adverse events in health care and a leading root cause of sentinel events reported to the Joint Commission. The Veterans Health Administration National Center for Patient Safety established Clinical Team Training (CTT) as a comprehensive program to enhance patient safety and to improve communication and teamwork among health care professionals. CTT is based on techniques used in aviation's Crew Resource Management (CRM) training. The aviation industry has reached a significant safety record in large part related to the culture change generated by CRM and sustained by its recurrent implementation. This article focuses on the improvement of communication, teamwork, and patient safety by utilizing a standardized, CRM-based, interprofessional, immersive training in diverse clinical areas. The Teamwork and Safety Climate Questionnaire was used to evaluate safety climate before and after CTT. The scores for all of the 27 questions on the questionnaire showed an increase from baseline to 12 months, and 11 of those increases were statistically significant. A recurrent training is recommended to maintain the positive outcomes. CTT enhances patient safety and reduces risk of patient harm by improving teamwork and facilitating clear, concise, specific and timely communication among health care professionals. © 2017 American Society for Healthcare Risk Management of the American Hospital Association.

  11. Putting market-facing technology to work: Organizational drivers of CRM performance

    NARCIS (Netherlands)

    Saini, A.; Grewall, R.; Johnson, J.L.

    2010-01-01

    A large proportion of firms that adopt customer relationship management (CRM) technology find it challenging to integrate CRM technology into their core marketing processes and utilize CRM strategically to appreciably improve their performance. The authors conceptualize a model to understand the

  12. 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.

  13. Zavedení filosofie CRM v konkrétním podniku

    OpenAIRE

    Musilová, Eva

    2015-01-01

    The theoretical part of the bachelor thesis is focused on defining CRM, history of CRM and developing the CRM strategy. Phases of the Customer Relationship management are described in this part along with benefits from implementation of this philosophy. The practical part informs about selected company and about the range of its business activities. It analyses the current state of CRM in the company together with the internal processes. Feedback is emphasized in the end of this part, and the...

  14. Social CRM adoption and its impact on performance outcomes: a literature review:

    OpenAIRE

    Marolt, Marjeta; Pucihar, Andreja; Zimmermann, Hans Dieter

    2015-01-01

    Background and Purpose: Social customer relationship management (social CRM) is an emerging concept that integrates traditional CRM and social media in order to provide benefits for organizations and customers. Despite the benefits that social CRM can bring, many organizations are still at the early stage of adoption. To move beyond social marketing and to exploit opportunities offered by sales and customer service, organizations need to be aware of factors that drive social CRM adoption and ...

  15. Data Analytics in CRM Processes: A Literature Review

    Directory of Open Access Journals (Sweden)

    Gončarovs Pāvels

    2017-12-01

    Full Text Available Nowadays, the data scarcity problem has been supplanted by the data deluge problem. Marketers and Customer Relationship Management (CRM specialists have access to rich data on consumer behaviour. The current challenge is effective utilisation of these data in CRM processes and selection of appropriate data analytics techniques. Data analytics techniques help find hidden patterns in data. The present paper explores the characteristics of data analytics as the integrated tool in CRM for sales managers. The paper aims at analysing some of the different analytics methods and tools which can be used for continuous improvement of CRM processes. A systematic literature has been conducted to achieve this goal. The results of the review highlight the most frequently considered CRM processes in the context of data analytics.

  16. Human Resource Management and Performance

    NARCIS (Netherlands)

    J.P.P.E.F. Boselie (Paul); J. Paauwe (Jaap); P. Jansen (Paul)

    2000-01-01

    textabstractThe relationship between Human Resource Management (HRM) and performance of the firm has been a hot debated topic in the field of HRM/IR for the last decade. Most scientific research on this topic originates from the USA. In our paper we will give an overview of recent USA-based research

  17. Planning and Resource Allocation Management.

    Science.gov (United States)

    Coleman, Jack W.

    1986-01-01

    Modern scientific management techniques provide college administrators with valuable planning and resource allocation insights and enhances the decision process. The planning model should incorporate assessment, strategic planning, dynamic and long-term budgeting, operational planning, and feedback and control for actual operations. (MSE)

  18. Hanford cultural resources management plan

    Energy Technology Data Exchange (ETDEWEB)

    Chatters, J.C. (ed.)

    1989-06-01

    As a federal agency, the US Department of Energy (DOE) has been directed by Congress and the President to provide leadership in the preservation of prehistoric, historical, and cultural resources on lands it administers, to manage these in a spirit of stewardship for future generations, and to protect and preserve the rights of Native Americans to religious freedom. The purpose of this document is to describe how the DOE-Richland Operations (DOE-RL) will meet those responsibilities on the Hanford Site, pursuant to guidelines for Agency Responsibilities under the Historic Preservation Act (FR 53:31, February 17, 1988). This document is intended for multiple uses. Among other things, the text is designed as a manual for cultural resource managers to follow and as an explanation of the process of cultural resource regulatory compliance for the DOE-RL and Site contractors. 10 refs., 17 figs., 11 tabs.

  19. Does CRM training work?

    Science.gov (United States)

    Helmreich, R. L.

    1991-01-01

    Formal cockpit resource management training in crew coordination concepts increases the percentage of crews rated as above average in performance and decreases the percentage of crews rated as below average.

  20. Advances in water resources management

    CERN Document Server

    Yang, Chih; Wang, Mu-Hao

    2016-01-01

    This volume provides in-depth coverage of such topics as multi-reservoir system operation theory and practice, management of aquifer systems connected to streams using semi-analytical models, one-dimensional model of water quality and aquatic ecosystem-ecotoxicology in river systems, environmental and health impacts of hydraulic fracturing and shale gas, bioaugmentation for water resources protection, wastewater renovation by flotation for water pollution control, determination of receiving water’s reaeration coefficient in the presence of salinity for water quality management, sensitivity analysis for stream water quality management, river ice process, and computer-aided mathematical modeling of water properties. This critical volume will serve as a valuable reference work for advanced undergraduate and graduate students, designers of water resources systems, and scientists and researchers. The goals of the Handbook of Environmental Engineering series are: (1) to cover entire environmental fields, includin...

  1. MS CRM 3.0 Dymamics SBS

    OpenAIRE

    Salmensuu, Jussi

    2008-01-01

    Tämä opinnäytetyö käsittelee kuinka Microsoftin Customer Relationship Management (CRM) 3.0 SBS toimisi Primanet Oy:lle, joka on pieni IT-ylläpitoa ja - palveluja tarjoava yritys. Opinnäytetyön tavoitteena oli luoda testiympäristö, joka kattaisi CRM - järjestelmän testaamisen seuraavin osa-aluein: toimeksiantojen käsittely, asiakastietokannan luominen ja ylläpitäminen, työjonojen hallinta ja niihin liittyvät toiminnot. Primanet Oy päätti lähteä kokeilemaan CRM -järjestelmän soveltuvuutta, kosk...

  2. Implementing SaaS Solution for CRM

    Directory of Open Access Journals (Sweden)

    Adriana LIMBASAN

    2011-01-01

    Full Text Available Greatest innovations in virtualization and distributed computing have accelerated interest in cloud computing (IaaS, PaaS, SaaS, aso. This paper presents the SaaS prototype for Customer Relationship Management of a real estate company. Starting from several approaches of e-marketing and SaaS features and architectures, we adopted a model for a CRM solution using SaaS Level 2 architecture and distributed database. Based on the system objective, functionality, we developed a modular solution for solve CRM and e-marketing targets in real estate companies.

  3. Simulation and CRM

    DEFF Research Database (Denmark)

    Østergaard, Doris; Dieckmann, Peter; Lippert, Anne

    2011-01-01

    Patients are harmed as a result of incidents. Both poor interdisciplinary communication and teamwork are contributing factors to such events. The principles of crisis resource management are meant to help prevent and manage difficulties and reflect both, the social-team-oriented and cognitive-ind...

  4. Captain upgrade CRM training: A new focus for enhanced flight operations

    Science.gov (United States)

    Taggart, William R.

    1993-01-01

    Crew Resource Management (CRM) research has resulted in numerous payoffs of applied applications in flight training and standardization of air carrier flight operations. This paper describes one example of how basic research into human factors and crew performance was used to create a specific training intervention for upgrading new captains for a major United States air carrier. The basis for the training is examined along with some of the specific training methods used, and several unexpeced results.

  5. Integrated resource management of biomass

    International Nuclear Information System (INIS)

    Goodwin, E.R.

    1992-01-01

    An overview is presented of the use of biomass, with emphasis on peat, as an alternative energy source, from an integrated resource management perspective. Details are provided of the volume of the peat resource, economics of peat harvesting, and constraints to peat resource use, which mainly centre on its high water content. Use of waste heat to dry peat can increase the efficiency of peat burning for electric power generation, and new technologies such as gasification and turbo expanders may also find utilization. The burning or gasification of biomass will release no more carbon dioxide to the atmosphere than other fuels, has less sulfur content than solid fuels. The removal of peat reduces methane emissions and allows use of produced carbon dioxide for horticulture and ash for fertilizer, and creates space that may be used for forestry or agricultural biomass growth. 38 refs

  6. Customer Relationship Management (CRM linking with Marketing Knowledge (mk in the electronic sector in Guadalajara, Jalisco, Mexico

    Directory of Open Access Journals (Sweden)

    José Sánchez Gutiérrez

    2016-02-01

    Full Text Available El propósito de este artículo es analizar cómo se relacionan las variables de la administración de la relación con los clientes, el desarrollo de nuevos productos y el conocimiento de mercadotecnia, en la industria electrónica en la ciudad de Guadalajara, Jalisco, México. También descubrir el impacto que estos factores tienen en la creación de nuevos productos, así como la implementación de información externa e interna en creaciones futuras. El análisis se llevó a cabo por medio de una investigación hecha a 25 empresas de la industria; la encuesta se realizó entre sus directivos. Además, las repercusiones de este estudio son los conocimientos en la práctica sobre la estructura de mk, las decisiones de desarrollo de productos con un enfoque de crm, así como las condiciones organizacionales que participan en el proceso.

  7. Crew resource management: using aviation techniques to improve operating room safety.

    Science.gov (United States)

    Ricci, Michael A; Brumsted, John R

    2012-04-01

    Since the publication of the Institute of Medicine report estimating nearly 100,000 deaths per year from medical errors, hospitals and physicians have a renewed focus upon error reduction. We implemented a surgical crew resource management (CRM) program for all operating room (OR) personnel. In our academic medical center, 19,000 procedures per year are performed in 27 operating rooms. Mandatory CRM training was implemented for all peri-operative personnel. Aviation techniques introduced included a pre-operative checklist and brief, post-operative debrief, read and initial files, and various other aviation-based techniques. Compliance with conduct of the brief/debrief was monitored as well as wrong-site surgeries and retained foreign body events. The malpractice insurance database for claims was also queried for the period prior to and after training. Initial training was accomplished for 517 people, including all anesthesiologists, surgeons, nurses, technicians, and OR assistants. Pre-operative briefing increased from 6.7 to 99% within 4 mo. Wrong site surgeries and retained foreign bodies decreased from a high of seven in 2007 to none in 2008, but, after 14 mo without additional training, these rose to five in 2009. Malpractice expenses (payouts and legal fees) totaled $793,000 (2003-2007), but have been zero since 2008. CRM training and implementation had an impact on reducing the incidence of wrong site surgery and retained foreign bodies in our operating rooms. However, constant reinforcement and refresher training is necessary for sustained results. Though no one technique can prevent all errors, CRM can effect culture change, producing a safer environment.

  8. Implementing CORAL: An Electronic Resource Management System

    Science.gov (United States)

    Whitfield, Sharon

    2011-01-01

    A 2010 electronic resource management survey conducted by Maria Collins of North Carolina State University and Jill E. Grogg of University of Alabama Libraries found that the top six electronic resources management priorities included workflow management, communications management, license management, statistics management, administrative…

  9. Positive impact of crisis resource management training on no-flow time and team member verbalisations during simulated cardiopulmonary resuscitation: a randomised controlled trial.

    Science.gov (United States)

    Fernandez Castelao, Ezequiel; Russo, Sebastian G; Cremer, Stephan; Strack, Micha; Kaminski, Lea; Eich, Christoph; Timmermann, Arnd; Boos, Margarete

    2011-10-01

    To evaluate the impact of video-based interactive crisis resource management (CRM) training on no-flow time (NFT) and on proportions of team member verbalisations (TMV) during simulated cardiopulmonary resuscitation (CPR). Further, to investigate the link between team leader verbalisation accuracy and NFT. The randomised controlled study was embedded in the obligatory advanced life support (ALS) course for final-year medical students. Students (176; 25.35±1.03 years, 63% female) were alphabetically assigned to 44 four-person teams that were then randomly (computer-generated) assigned to either CRM intervention (n=26), receiving interactive video-based CRM-training, or to control intervention (n=18), receiving an additional ALS-training. Primary outcomes were NFT and proportions of TMV, which were subdivided into eight categories: four team leader verbalisations (TLV) with different accuracy levels and four follower verbalisation categories (FV). Measurements were made of all groups administering simulated adult CPR. NFT rates were significantly lower in the CRM-training group (31.4±6.1% vs. 36.3±6.6%, p=0.014). Proportions of all TLV categories were higher in the CRM-training group (ptraining in undergraduate medical education reduces NFT in simulated CPR and improves TLV proportions during simulated CPR. Further research will test how these results translate into clinical performance and patient outcome. Copyright © 2011 Elsevier Ireland Ltd. All rights reserved.

  10. Customer Relationship Marketing (CRM) Practices in Danish Small BusinessesCustomer Relationship Marketing (CRM) Practices in Danish Small Businesses

    DEFF Research Database (Denmark)

    Kuada, John; Serles, Dorthe

    2006-01-01

    This paper examines the extent to which the adoption of CRM software packages is a pre-requisite of customer orientation strategies of small firms. This is done by conducting an empirical investigation into the internal determinants of CRM adoption behavior of 179 randomly selected small firms...... in the Northern Jutland region of Denmark. The results suggest that top managers in these firms endorse the strategic value of customer orientation to their businesses but do not consider CRM software packages as necessary for building strong relationships with their customers. This suggests that small firms may...... make their CRM adoption/rejection decisions on the basis of a trade-off between expected benefits from using the available CRM packages compared with alternative modes of achieving customer loyalty....

  11. Safety Risk Management for Homeland Defense and Security Responders

    National Research Council Canada - National Science Library

    Meyers, Tommey H

    2005-01-01

    .... Coast Guard and the U.S. Navy. This revealed that Operational Risk Management (ORM), a risk-based decision-making tool that systematically balances risk and mission completion, and Crew Resource Management (CRM...

  12. APPLICATION OF MODERN HUMAN RESOURCE MANAGEMENT ...

    African Journals Online (AJOL)

    Frederick Iraki

    strategic perspective and constantly monitor and encourage the development of new skills and ... Human. Resource Management practices affect organizations productivity, corporate and financial ..... Exploring Human Resource. Management ...

  13. Communication and Human Resources Management and Their ...

    African Journals Online (AJOL)

    communication and Human Resources Management in educationalinstitutions in Nigeria. To achieve this, efforts were made to give a general overview of how culture and communication are significant to Human Resources Management. According to the ...

  14. Managing electronic resources a LITA guide

    CERN Document Server

    Weir, Ryan O

    2012-01-01

    Informative, useful, current, Managing Electronic Resources: A LITA Guide shows how to successfully manage time, resources, and relationships with vendors and staff to ensure personal, professional, and institutional success.

  15. Handbook of human resources management

    CERN Document Server

    2016-01-01

    Human resources topics are gaining more and more strategic importance in modern business management. Only those companies that find the right answers to the following questions have a sustainable basis for their future success: - How can we attract and select the right talent for our teams? - How can we develop the skills and behaviors which are key for our business? - How can we engage and retain the talent we need for our future? While most other management disciplines have their standards and procedures, Human Resources still lacks a broadly accepted basis for its work. Both the structured collection of reflected real-life experience and the multi-perspective view support readers in making informed and well-balanced decisions. With this handbook, Springer provides a landmark reference work on today’s HR management, based on the combined experience of more than 85 globally selected HR leaders and HR experts. Rather than theoretical discussions about definitions, the handbook focuses on sharing practical e...

  16. PEMBUATAN MODEL CUSTOMER RELATIONSHIP MANAGEMENT (CRM DINAS KESEHATAN DIY MENGGUNAKAN METODE COBIT 4.1 DENGAN DOMAIN DELIVERY AND SUPPORT (DS

    Directory of Open Access Journals (Sweden)

    Ali Tarmuji

    2015-07-01

    Full Text Available The development of health information systems at the Department of Health DIY basically already developed in earlier periods, including the presence of DGS (Digital Government Services, but the ministry has not been able to maximize sample information service on the website Department of Health DIY, it is still not fully known by many society, so the lack of public knowledge about the latest information related to health. stage in this research is the search data by observation, interview, and literature study, analysis of current conditions, SWOT analysis, data analysis includes operational CRM, analytical CRM, collaborative CRM, and the stages of modeling CRM such as the design of the development strategy of services and applications, manufacture of data architecture, application architecture, technology architecture and network infrastructure, and testing models of CRM use due diligence devoted to DIY Health Service and customer satisfaction to the test. Based on the analysis results generated CRM DHO DIY model framework that can provide ease in interacting with customers through the services available.

  17. NESDIS OSPO Data Access Policy and CRM

    Science.gov (United States)

    Seybold, M. G.; Donoho, N. A.; McNamara, D.; Paquette, J.; Renkevens, T.

    2012-12-01

    The Office of Satellite and Product Operations (OSPO) is the NESDIS office responsible for satellite operations, product generation, and product distribution. Access to and distribution of OSPO data was formally established in a Data Access Policy dated February, 2011. An extension of the data access policy is the OSPO Customer Relationship Management (CRM) Database, which has been in development since 2008 and is reaching a critical level of maturity. This presentation will provide a summary of the data access policy and standard operating procedure (SOP) for handling data access requests. The tangential CRM database will be highlighted including the incident tracking system, reporting and notification capabilities, and the first comprehensive portfolio of NESDIS satellites, instruments, servers, applications, products, user organizations, and user contacts. Select examples of CRM data exploitation will show how OSPO is utilizing the CRM database to more closely satisfy the user community's satellite data needs with new product promotions, as well as new data and imagery distribution methods in OSPO's Environmental Satellite Processing Center (ESPC). In addition, user services and outreach initiatives from the Satellite Products and Services Division will be highlighted.

  18. Prerequisites and Effects of CRM Systems Use in Poland

    Science.gov (United States)

    Buchnowska, Dorota; Wrycza, Stanislaw

    It has been demonstrated in numerous studies that CRM implementation is beneficial in terms of higher revenues and lower costs (Aberdeen Group 2004: Thompson 2004) However, many potential CRM users in Poland are discouraged by high implementation costs and a high proportion of abortive implementations. Managers complain about lack of best practices that might convince them about the advisability of their strategy. The high failure rate in CRM implementation (Hellweg 2002) is often the result of the fact that the firms responsible for implementation lack an adequate and proven methodology.

  19. A resource management architecture for metacomputing systems.

    Energy Technology Data Exchange (ETDEWEB)

    Czajkowski, K.; Foster, I.; Karonis, N.; Kesselman, C.; Martin, S.; Smith, W.; Tuecke, S.

    1999-08-24

    Metacomputing systems are intended to support remote and/or concurrent use of geographically distributed computational resources. Resource management in such systems is complicated by five concerns that do not typically arise in other situations: site autonomy and heterogeneous substrates at the resources, and application requirements for policy extensibility, co-allocation, and online control. We describe a resource management architecture that addresses these concerns. This architecture distributes the resource management problem among distinct local manager, resource broker, and resource co-allocator components and defines an extensible resource specification language to exchange information about requirements. We describe how these techniques have been implemented in the context of the Globus metacomputing toolkit and used to implement a variety of different resource management strategies. We report on our experiences applying our techniques in a large testbed, GUSTO, incorporating 15 sites, 330 computers, and 3600 processors.

  20. Forest Resource Management Plans: A Sustainability Approach

    Science.gov (United States)

    Pile, Lauren S.; Watts, Christine M.; Straka, Thomas J.

    2012-01-01

    Forest Resource Management Plans is the capstone course in many forestry and natural resource management curricula. The management plans are developed by senior forestry students. Early management plans courses were commonly technical exercises, often performed on contrived forest "tracts" on university-owned or other public lands, with a goal of…

  1. The Use of Science in Environmental Advocacy for Coastal Resource Management

    Directory of Open Access Journals (Sweden)

    Maria Maida Aguinaldo

    2000-12-01

    Full Text Available Environmental advocacy in Bolinao has played an important role in the prevention, remediation, and rehabilitation of potential and felt impacts of the various activities in the coastal zone. Most initiatives have been spurred by the sharing of knowledge and information in mobilizing community advocates. Facilitating action in four key areas–development planning, coastal aquaculture, concession systems, and tourism– involved the provision of venues for information transfer. These included the conduct of orientations and consultations, sharing of results of research project undertaken, lobbying, and use of primers, newsletters, and theater. Mechanisms for sustaining these actions and upholding the Coastal Resource Management (CRM principles (sustainable, equitable, empowering long after projects have been phased out were initiated through the establishment of a Coastal Resource Management Center, and the institutionalization activities through existing institutions, such as the local government, academic institutions, and peoples’ organizations.Maximizing knowledge and information, popularizing information, and sharing this with members of the community and getting them to use it, as well as enjoining them to act, are the challenges that must be faced. Environmental advocacy, as a tool for empowering different community sectors in evolving a consensus for CRM has become an integral feature of development work in Bolinao.

  2. [Teaching non-technical skills for critical incidents: Crisis resource management training for medical students].

    Science.gov (United States)

    Krüger, A; Gillmann, B; Hardt, C; Döring, R; Beckers, S K; Rossaint, R

    2009-06-01

    Physicians have to demonstrate non-technical skills, such as communication and team leading skills, while coping with critical incidents. These skills are not taught during medical education. A crisis resource management (CRM) training was established for 4th to 6th year medical students using a full-scale simulator mannikin (Emergency Care Simulator, ECS, METI). The learning objectives of the course were defined according to the key points of Gaba's CRM concept. The training consisted of theoretical and practical parts (3 simulation scenarios with debriefing). Students' self-assessment before and after the training provided the data for evaluation of the training outcome. A total of 65 students took part in the training. The course was well received in terms of overall course quality, debriefings and didactic presentation, the mean overall mark being 1.4 (1: best, 6: worst). After the course students felt significantly more confident when facing incidents in clinical practice. The main learning objectives were achieved. The effectiveness of applying the widely used ECS full-scale simulator in interdisciplinary teaching has been demonstrated. The training exposes students to crisis resource management issues and motivates them to develop non-technical skills.

  3. IMPLEMENTATION OF E-CRM IN MACEDONIAN COMPANIES

    Directory of Open Access Journals (Sweden)

    MARGARITA JANESKA

    2016-08-01

    Full Text Available Customer Relationship Management (CRM in the digital economy is a challenge for companies that operate in the new electronic environment. In fact, companies that use the internet as basic infrastructure for their operations must adapt and to be ready to respond to the growing challenges who are posed from more sophisticated consumers. CRM concept includes possibilities, methodology and technology that enable companies to operate through improving relations with consumers. CRM as a strategic set of activities begins with a detailed analysis of organizational strategy and ending with measurement of value for stakeholders. CRM owes its expansion to the emergence of the Internet. Digital economy enables more effective targeting and personalization. The basic motive for the research is the fact that e-CRM is a relatively new concept and in recent years has made significant strides in companies around the world aimed at customers. Namely, e-CRM is positioned high on the priority list of today's corporate agendas. The aim of this paper is to consider the importance and benefits of the implementation of e-CRM concept in Macedonia, and to determine the factors that contribute to its successful implementation. The research results should contribute to increasing the profitability and competitiveness of Macedonian companies.

  4. Why participation works : the role of employee involvement in the implementation of the customer relationship management type of organizational change

    NARCIS (Netherlands)

    Bouma, J.T.

    2009-01-01

    This dissertation adds insights in two research areas: human resource management (HRM) and customer relationship management (CRM). In the HRM research area employees influencing organizations are usually described using the label participation. The CRM research area focuses on how to improve

  5. Strategic Information Resources Management: Fundamental Practices.

    Science.gov (United States)

    Caudle, Sharon L.

    1996-01-01

    Discusses six fundamental information resources management (IRM) practices in successful organizations that can improve government service delivery performance. Highlights include directing changes, integrating IRM decision making into a strategic management process, performance management, maintaining an investment philosophy, using business…

  6. CRM Systems with Social Networking Capabilities: The Value of Incorporating a CRM 2.0 System in Sales/Marketing Education

    Science.gov (United States)

    Wang, Xin; Dugan, Riley; Sojka, Jane

    2013-01-01

    Implementation of a customer relationship management (CRM) 2.0 system can provide both a valuable pedagogical tool and a needed skill set in a marketing and sales curriculum. A CRM 2.0 system incorporated in the sales and marketing curriculum can help manage relationships between students, practitioners, and faculty while teaching students a…

  7. Customer relationship management in the contract pharmaceutical industry: an exploratory study for measuring success.

    Science.gov (United States)

    Kros, John F; Nadler, Scott; Molis, Justin

    2007-01-01

    Managing customer relationships is a very important issue in business-to-business markets. This research investigates the growing number of available resources defining Customer Relationship Management (CRM) efforts, and how they are being applied within the Contract Pharmaceutical Manufacturing industry. Exploratory study results using face-to-face and telephone questionnaires based on four criteria for rating a company's CRM efforts are presented. Data was collected from large Contract Pharmaceutical Manufacturing companies in the US market. The results and conclusions are discussed relating how the Contract Pharmaceutical Manufacturing industry is implementing CRM including some potential steps to take when considering a CRM initiative.

  8. Managing Human Resource Learning for Innovation

    DEFF Research Database (Denmark)

    Nielsen, Peter

    Managing human resource learning for innovation develops a systemic understanding of building innovative capabilities. Building innovative capabilities require active creation, coordination and absorption of useful knowledge and thus a cohesive management approach to learning. Often learning...... in organizations and work is approached without considerations on how to integrate it in the management of human resources. The book investigates the empirical conditions for managing human resources learning for innovation. With focus on innovative performance the importance of modes of innovation, clues...

  9. Optimising resource management in neurorehabilitation.

    Science.gov (United States)

    Wood, Richard M; Griffiths, Jeff D; Williams, Janet E; Brouwers, Jakko

    2014-01-01

    To date, little research has been published regarding the effective and efficient management of resources (beds and staff) in neurorehabilitation, despite being an expensive service in limited supply. To demonstrate how mathematical modelling can be used to optimise service delivery, by way of a case study at a major 21 bed neurorehabilitation unit in the UK. An automated computer program for assigning weekly treatment sessions is developed. Queue modelling is used to construct a mathematical model of the hospital in terms of referral submissions to a waiting list, admission and treatment, and ultimately discharge. This is used to analyse the impact of hypothetical strategic decisions on a variety of performance measures and costs. The project culminates in a hybridised model of these two approaches, since a relationship is found between the number of therapy hours received each week (scheduling output) and length of stay (queuing model input). The introduction of the treatment scheduling program has substantially improved timetable quality (meaning a better and fairer service to patients) and has reduced employee time expended in its creation by approximately six hours each week (freeing up time for clinical work). The queuing model has been used to assess the effect of potential strategies, such as increasing the number of beds or employing more therapists. The use of mathematical modelling has not only optimised resources in the short term, but has allowed the optimality of longer term strategic decisions to be assessed.

  10. Chosen Concepts of Human Resources Management

    Directory of Open Access Journals (Sweden)

    Marcin W. Staniewski

    2007-07-01

    Full Text Available The article is a trial of clarifying and making order of terminology that is used in area of human resources management. This is an overview of basic definitions, conceptions and models of people management, that emerged from the beginning (XIX/XX century to nowadays. The article is a kind of presentation of human resources management evolution. It comprises a descriptions of broad range of human resources management models beginning from classic models (Harvard and Michigan models and finishing on strategic human resources models (orthodox model and human resources architecture, proposed by R.G. Klimecki S. A. Litz and D.P. Lepak S.A. Snell.

  11. Pengembangan Aplikasi E-Crm pada PT Trafoindo Prima Perkasa

    Directory of Open Access Journals (Sweden)

    Honni Honni

    2008-10-01

    Full Text Available Various surveys show that the key to corporate success lies not only on the product or service being offered but how far the company’s efforts to satisfy the needs of its customers. Companies have to provide products or services that match customer needs and wants, and then maintain close relations with customers. Customer loyalty will be the key to success, not only in the short term but sustainable competitive advantage. This is because customer loyalty has strategic value for the company. One way that proved effective and successful to meet and satisfy customer needs is through the CRM (Customer Relationship Management. CRM is not new in the business world. Customer Relationship has long been applied by traditional businessmen. Technology in the form of a web can be utilized as a catalyst in improving the quality of CRM. Combining Technology and CRM in a business called E-CRM. E-CRM application development web based on PT Trafoindo Prima Perkasa aims to analyze and design company and customer needs. The research method used in this writing is descriptive survey method primarily associated with the customer. The analysis tool used is the model porter five forces and industry analysis: CPM Matrix, the External Factor Evaluation Matrix (EFE, the Internal Factor Evaluation Matrix (IFE, SWOT Matrix, IE Matrix, SPACE Matrix, and Grand Strategy Matrix to identify alternative strategies can be applied. Alternative strategy is then measured with a Matrix QSP charm, coupled with the approach of Object Oriented Analysis and Design as the basis for the development of E-CRM application based on web. Conclusions obtained are E-CRM applications have produced work as expected.Keywords: development, application of E-CRM, Trafoindo Prima Perkasa

  12. Effective support for community resource management

    NARCIS (Netherlands)

    Ansink, E.; Bouma, J.A.

    2013-01-01

    A popular alternative to state-led resource management is community resource management. This decentralised approach is potentially more efficient, but is not necessarily stable. We study this issue using coalition theory, arguing that some of the conditions for effective community resource

  13. Benchmarking of human resources management

    Directory of Open Access Journals (Sweden)

    David M. Akinnusi

    2008-11-01

    Full Text Available This paper reviews the role of human resource management (HRM which, today, plays a strategic partnership role in management. The focus of the paper is on HRM in the public sector, where much hope rests on HRM as a means of transforming the public service and achieving much needed service delivery. However, a critical evaluation of HRM practices in the public sector reveals that these services leave much to be desired. The paper suggests the adoption of benchmarking as a process to revamp HRM in the public sector so that it is able to deliver on its promises. It describes the nature and process of benchmarking and highlights the inherent difficulties in applying benchmarking in HRM. It concludes with some suggestions for a plan of action. The process of identifying “best” practices in HRM requires the best collaborative efforts of HRM practitioners and academicians. If used creatively, benchmarking has the potential to bring about radical and positive changes in HRM in the public sector. The adoption of the benchmarking process is, in itself, a litmus test of the extent to which HRM in the public sector has grown professionally.

  14. Learning crisis resource management: Practicing versus an observational role in simulation training - a randomized controlled trial.

    Science.gov (United States)

    Lai, Anita; Haligua, Alexis; Dylan Bould, M; Everett, Tobias; Gale, Mark; Pigford, Ashlee-Ann; Boet, Sylvain

    2016-08-01

    Simulation training has been shown to be an effective way to teach crisis resource management (CRM) skills. Deliberate practice theory states that learners need to actively practice so that learning is effective. However, many residency programs have limited opportunities for learners to be "active" participants in simulation exercises. This study compares the effectiveness of learning CRM skills when being an active participant versus being an observer participant in simulation followed by a debriefing. Participants were randomized to two groups: active or observer. Active participants managed a simulated crisis scenario (pre-test) while paired observer participants viewed the scenario via video transmission. Then, a trained instructor debriefed participants on CRM principles. On the same day, each participant individually managed another simulated crisis scenario (post-test) and completed a post-test questionnaire. Two independent, blinded raters evaluated all videos using the Ottawa Global Rating Scale (GRS). Thirty-nine residents were included in the analysis. Normally distributed data were analyzed using paired and unpaired t-tests. Inter-rater reliability was 0.64. Active participants significantly improved from pre-test to post-test (P=0.015). There was no significant difference between the post-test performance of active participants compared to observer participants (P=0.12). We found that learning CRM principles was not superior when learners were active participants compared to being observers followed by debriefing. These findings challenge the deliberate practice theory claiming that learning requires active practice. Assigning residents as observers in simulation training and involving them in debriefing is still beneficial. Copyright © 2016 Société française d'anesthésie et de réanimation (Sfar). Published by Elsevier Masson SAS. All rights reserved.

  15. Integrated Resource Management and Recovery

    DEFF Research Database (Denmark)

    Astrup, Thomas Fruergaard

    2014-01-01

    , depends on the quality of these resources and technological abilities to extract resources from mixed materials, e.g. mobile phones, solar cells, or mixed domestic waste. The "effort" invested in recovery of secondary resources should not be more than the "benefit" associated with the secondary resources...

  16. 7 CFR 210.14 - Resource management.

    Science.gov (United States)

    2010-01-01

    ... 7 Agriculture 4 2010-01-01 2010-01-01 false Resource management. 210.14 Section 210.14 Agriculture... Participation § 210.14 Resource management. (a) Nonprofit school food service. School food authorities shall.... Expenditures of nonprofit school food service revenues shall be in accordance with the financial management...

  17. Construction Cost Management in Resource Based Economy

    OpenAIRE

    Elazzazy, Muhammad

    2017-01-01

    Resource Based Economy tested according to criteria formulated from the construction cost management best practices. A cost management plan modeled to demonstrate the possibility of construction management under a new socio-economic system, which counts the consumed natural resources by construction as the dry cost to the environment.

  18. Information Resources Management Framework for Virtual Enterprise

    OpenAIRE

    Mao, Lingxiang

    2015-01-01

    Virtual enterprise is a new form of organization in recent years which adapt to the IT environment. Information resources management implemented in the virtual enterprise is determined by the form of business organization and information exchange mechanisms. According to the present characteristics of virtual enterprise management, it puts forward the strategies and measures of information resources management framework for virtual enterprise.

  19. Water Resources Management in Tanzania: Identifying Research ...

    African Journals Online (AJOL)

    by human-induced activities. Over the past ... Review of water resources management in Tanzania; Global literature review on water resources ..... requirements for biodiversity and human health. .... Global warming is altering regional climates.

  20. System Dynamics Modelling in CRM: Window Fashions Gallery

    Directory of Open Access Journals (Sweden)

    F.T. Yuen

    2010-09-01

    Full Text Available The core research issue on which this study focuses is customer relationship management (CRM in a designated window fashions firm. A system dynamics-based CRM model is developed to help evaluate the effectiveness of CRM in the firm and examine factors affecting customer satisfaction. Different relationships and linkages between the firm, its employees, and its customers are identified to establish feedback loops that analyze the system over time. The analysis of the CRM model shows that employee satisfaction is the key leverage point affecting customer satisfaction, number of customers, and sales volume of the firm. Product attractiveness and service quality also play an important role in influencing the level of customer satisfaction. On the other hand, advertising and employee training have only minor effects on customer satisfaction.

  1. Resource Management in Mobile Cloud Computing

    Directory of Open Access Journals (Sweden)

    Andrei IONESCU

    2015-01-01

    Full Text Available Mobile cloud computing is a major research topic in Information Technology & Communications. It integrates cloud computing, mobile computing and wireless networks. While mainly built on cloud computing, it has to operate using more heterogeneous resources with implications on how these resources are managed and used. Managing the resources of a mobile cloud is not a trivial task, involving vastly different architectures. The process is outside the scope of human users. Using the resources by the applications at both platform and software tiers come with its own challenges. This paper presents different approaches in use for managing cloud resources at infrastructure and platform levels.

  2. Electronic Resources Management System: Recommendation Report 2017

    KAUST Repository

    Ramli, Rindra M.

    2017-05-01

    This recommendation report provides an overview of the selection process for the new Electronic Resources Management System. The library has decided to move away from Innovative Interfaces Millennium ERM module. The library reviewed 3 system as potential replacements namely: Proquest 360 Resource Manager, Ex Libris Alma and Open Source CORAL ERMS. After comparing and trialling the systems, it was decided to go for Proquest 360 Resource Manager.

  3. Senegal - Irrigation and Water Resource Management

    Data.gov (United States)

    Millennium Challenge Corporation — IMPAQ: This evaluation report presents findings from the baseline data collected for the Irrigation and Water Resources Management (IWRM) project, which serves as...

  4. Federal Supervisors and Strategic Human Resources Management

    National Research Council Canada - National Science Library

    1998-01-01

    .... The premise of the report is that many of the problems that supervisors face in fulfilling their human resources management responsibilities spring from an organizational orientation towards short...

  5. Human Resource Management and Human Resource Development: Evolution and Contributions

    Science.gov (United States)

    Richman, Nicole

    2015-01-01

    Research agrees that a high performance organization (HPO) cannot exist without an elevated value placed on human resource management (HRM) and human resource development (HRD). However, a complementary pairing of HRM and HRD has not always existed. The evolution of HRD from its roots in human knowledge transference to HRM and present day HRD…

  6. Managing risk with renewable resources

    International Nuclear Information System (INIS)

    Brower, M.C.; Bernow, S.; Duckworth, M.; Spinney, P.; Bell, K.

    1997-01-01

    One approach to managing risk is for a utility company to invest in diverse power sources such as wind power plants. Since wind plants consume no fuel, can be built in relatively small increments with short construction lead times, and generate no pollutants, it is often said that they offer significant protection from risks associated with conventional fossil-fuel power plants. With assistance from Convergence Research, Charles River Associates, and the Tellus Institute, the authors tested this hypothesis by conducting an in-depth analysis of the risk implications of a decision to build a 1,600 MW wind power plant instead of a 400 MW gas-fired combined cycle plant. (The two plants were assumed to have equal firm capacity.) The case study utility was Texas Utilities Electric, a very large investor-owned company serving an area with substantial, high-quality wind resources. The uncertain inputs included fuel prices, environmental regulations (specifically, CO 2 and air pollution controls), wind plant output, conventional plant availability, and load growth. Two different market scenarios were examined: traditional regulation and an unregulated wholesale market characterized either by a power pool or fixed-price contracts of varying duration. Conclusions are striking: under traditional regulation, wind energy provides a net present-value risk-reduction benefit of $3.4 to $7.8/MWh

  7. Social CRM -kehitysprojekti

    OpenAIRE

    Pohjoismäki, Lauri

    2017-01-01

    Työn tavoitteena oli löytää ratkaisu digitaaliseen markkinointiin erikoistuneen yrityksen ongelmaan ajankäytöstä sosiaalisen median hallinnassa. Yrityksen nykyisellä asiakasmäärällä ei ole enää kannattavaa ajankäytännöllisesti hallita jokaista asiakasyrityksen sosiaalisen median tiliä erikseen, vaan niille on löydettävä keskitetty hallintaympäristö. Työssäni käsiteltiin erilaisia Social CRM -sovelluksia sekä pohdittiin niiden käyttöarvoa ja soveltuvuutta yrityksen käyttöön. Työ myös sivua...

  8. Electronic Resource Management and Design

    Science.gov (United States)

    Abrams, Kimberly R.

    2015-01-01

    We have now reached a tipping point at which electronic resources comprise more than half of academic library budgets. Because of the increasing work associated with the ever-increasing number of e-resources, there is a trend to distribute work throughout the library even in the presence of an electronic resources department. In 2013, the author…

  9. Strategic Management of Network Resources

    DEFF Research Database (Denmark)

    Antero, Michelle; Riis, Philip Holst

    2011-01-01

    This paper applies the resource-based view (RBV) theory to a case study aimed at identifying the complementary resources among partners in the ERPCorp ecosystem of development and implementation of Enterprise Resource Planning (ERP) for small and medium enterprises (SMEs) in Denmark. The paper an...

  10. Beyond territory and scarcity - exploring conflicts over natural resource management

    DEFF Research Database (Denmark)

    Ressources management, enviromental degradation, natural resources, conflicts, boundaries, Africa......Ressources management, enviromental degradation, natural resources, conflicts, boundaries, Africa...

  11. A Theoretical Review of CRM Effects on Customer Satisfaction and Loyalty

    Directory of Open Access Journals (Sweden)

    S. M. Kamrul Islam Shaon

    2015-03-01

    Full Text Available This paper has been devoted to theoretically examining the Customer Relationship Management (CRM agenda which has been dominating the business world in recent years. Customer relationship management is a new competitive weapon for organizations for serving internal and external customers. Today’s organizations are focusing on conquering the minds of customers, to make them satisfied and loyal with the help of sophisticated, well-organized CRM efforts. This paper is to explore the CRM agenda in organizational interfaces and its effectiveness with regards to customer satisfaction and customer loyalty. The related literature demonstrates that there is a significant association among effective CRM, customer satisfaction and customer loyalty.

  12. Opening up the solar box: Cultural resource management and actor network theory in solar energy projects in the Mojave Desert

    Science.gov (United States)

    Gorrie, Bryan F.

    This project considers the ways that Actor-Network Theory (ANT) can be brought to bear upon Cultural Resource Management (CRM) practices on renewable energy projects. ANT is a way of making inquiry into scientific knowledge practices and as CRM is intended to preserve environmental, historic, and prehistoric resources, it necessarily involves certain kinds of knowledge generation about regions in which projects are being developed. Because the practice of CRM is complex, involving a range of actors from developers to biologists, native peoples to academics, private landholders to environmental and cultural activists, it is imperative to account for the interests of all stakeholders and to resist devolving into the polemical relations of winners and losers, good and bad participants, or simple situations of right and wrong. This project intends to account for the "matters of concern" of various actors, both primary and secondary, by examining the case study of a single solar installation project in the Mojave Desert. A theoretical description of ANT is provided at the beginning and the concerns of this theory are brought to bear upon the case study project through describing the project, discussing the laws governing CRM on federal lands and in the state of California, and providing the points of view of various interviewees who worked directly or indirectly on various aspects of CRM for the solar project. The creators of ANT claim that it is not a methodology but it does speak to ethnomethodologies in that it insists that there is always something more to learn from inquiring into and describing any given situation. These descriptions avoid generalizations, providing instead various points of entry, from diverse perspectives to the project. There is an invitation to avoid assuming that one knows all there is to know about a given situation and to choose instead to continue investigating and thus give voice to the more obscure, often marginalized, voices in the

  13. Microsoft Dynamics CRM 2011 cookbook

    CERN Document Server

    Bhattacharya, Dipankar

    2013-01-01

    This is a Cookbook with recipes aimed at all levels with lots of practical walkthroughs for virtualization techniques.This book is great for Dynamics CRM 2011 professionals who have a beginner level understanding of the system and are looking to get a good grounding in how to deploy, maintain, configure, and customize a Dynamics CRM 2011 application efficiently. It's assumed that the reader has a basic level understanding of IT infrastructure topologies along with functional knowledge of Dynamics CRM 2011 Sales, Marketing, and Services modules.

  14. Retention practices in education human resources management ...

    African Journals Online (AJOL)

    Retention practices in education human resources management. ... education system in South Africa, particularly in public schools, faces serious problems. ... of quality management which aim at continual increase of the accountability in ...

  15. Resources Management Officer | IDRC - International Development ...

    International Development Research Centre (IDRC) Digital Library (Canada)

    The Resources Management Officer (RMO) contributes intellectual, technical and ... by initiating, coordinating, and monitoring key processes, activities and issues. ... managing the publication site and overseeing the final quality control by the ...

  16. The Impact of Business Intelligence (BI Competence on Customer Relationship Management (CRM Process: An Empirical Investigation of the Banking Industry

    Directory of Open Access Journals (Sweden)

    Ali Mortezaei

    2018-03-01

    Full Text Available Nowadays, establishing long-term and effective relationships with customers is a key factor in understanding customers’ needs and preferences and achieving competitive advantage. In addition, companies are facing with a growing need for information and analytical knowledge about their customers, market, competitors, organizational environment, and other factors affecting their business. Business intelligence has been considered as a response to this need. The purpose of this study is to investigate the role of business intelligence competence in improving customer relationship management process. Based on the literature review and the competence – capability relationship paradigm, a conceptual model was developed comprising of different dimensions of business intelligence competence and customer relationship management processes. The data were collected from the banking sector and partial least squares structural equation modelling was employed for data analysis. Empirical results showed that organizational business intelligence competence, comprising of managerial, technical, and cultural competence, has a significantly positive impact on enhancing capabilities of customer relationship management process including initiation, maintenance, and termination of the relationship.

  17. HUMAN RESOURCE MANAGEMENT IN MULTIPROJECT ENVIRONMENT

    Directory of Open Access Journals (Sweden)

    Vyara Slavyanska

    2015-12-01

    Full Text Available А monograph is presented, whose purpose is to justify the need to adapt the system for human resources management to a multiproject context and to propose alternatives for making appropriate amendments. First chapter "Human resources management as a function of general management" examines the relationship between human resource management and organizational effectiveness in the light of the perception of human resources as the main competitive advantage of the modern organization and the criteria for evaluating the effectiveness of the management of human resources. Special attention is paid to the content and structure of this system. Chapter Two "The multiproject organization as a modern working environment" is dedicated to the project management as a management concept and clarifies the essence of project management, the concept of the project lifecycle, criteria and critical success factors of the project. Emphasis is placed on the multiproject organization as a natural environment of project management by clarifying the nature and characteristics of this type of organization and positioning options for structural projects in it. The focus in the chapter “Specifications of human resource management in the multiproject environment" is the need for changes in the management of human resources and alternatives to adapt the system for managing human resources to conditions of the multiproject environment through specific changes in its content and structure. Chapter Four "Human Resource Management in the multiproject environment" presents the results of an empirical study. Based on the outlined conceptual framework of the study, specifying the purpose, objectives, methodology and tools, consistently carried out a comparative analysis of human resources management as a strategic organizational priority project activity as a strategic organizational priority, efficiency and basic problems of multiproject medium degree of adapting the system

  18. Manager, Human Resources Business Solutions | IDRC ...

    International Development Research Centre (IDRC) Digital Library (Canada)

    The incumbent acts as Chief of Staffing in the organization and makes authoritative ... 1 Talent Management Specialist and 1 Learning and Development Officer, ... Manage the application of the talent management strategy to define roles and ... the allocation of financial and human resources, performance management, etc.

  19. Resource Management in Diffserv (RMD) Framework

    NARCIS (Netherlands)

    Westberg, L.; Jacobsson, M.; Oosthoek, S.; Partain, D.; Rexhepi, V.; Szabo, R.; Wallentin, P.; Karagiannis, Georgios

    This draft presents the work on the framework for the Resource Management in Diffserv (RMD) designed for edge-to-edge resource reservation in a Differentiated Services (Diffserv) domain. The RMD extends the Diffserv architecture with new resource reservation concepts and features. Moreover, this

  20. Community management of coastal resources, southern Thailand

    OpenAIRE

    Chansnoh, P.

    1993-01-01

    The involvement of communities with the assistance and support of government and non government organizations on the management of the coastal resources in Southern Thailand are discussed. The 3 most important resources, mangrove, seagrass and coral, create a complex coastal ecology. Several man-made activities causing the deterioration of this resources are also presented.

  1. Tribal-federal collaboration in resource management

    Science.gov (United States)

    Ellen M. Donoghue; Sara A. Thompson; John C. Bliss

    2010-01-01

    The increase in collaborative projects involving American Indian tribes and natural resource management agencies in the United States reflects two emergent trends: 1) the use of collaborative approaches between agencies and groups in managing natural resources; and 2) the concurrent increased recognition of American Indian rights, institutionalization of consultation...

  2. Water resources management in Tanzania: identifying research ...

    African Journals Online (AJOL)

    This paper aims at identifying research gaps and needs and recommendations for a research agenda on water resources management in Tanzania. We reviewed published literature on water resources management in Tanzania in order to highlight what is currently known, and to identify knowledge gaps, and suggest ...

  3. Armenia : Towards Integrated Water Resources Management

    OpenAIRE

    World Bank

    2001-01-01

    The objective of this paper is to examine the challenges in the water sector faced by Armenia today, and outline options for management and allocation of its water resources in the future, considering the need for a stable, transparent apublic sector management framework and sustainable resource use for long-term private investment and job creation, and for appropriate balances among water...

  4. Managing Human Resources in a Multinational Context

    Science.gov (United States)

    Sumetzberger, Walter

    2005-01-01

    Purpose: To develop more sensitivity for different patterns of human resource management in multinational companies. Design/methodology/approach: Systemic approach; the concepts and models are based on the evaluation of consulting projects in the field of human resource management. Findings: A concept of four typical varieties of human resource…

  5. Managing Natural Resources for Sustainable Livelihoods: Uniting ...

    International Development Research Centre (IDRC) Digital Library (Canada)

    31 juil. 2003 ... Management of local resources has a greater chance of a sustainable outcome when there is partnership between local people and external agencies, and agendas relevant to their aspirations and circumstances. Managing Natural Resources for Sustainable Livelihoods analyses and extends this premise ...

  6. Information resources management for policy formulation ...

    African Journals Online (AJOL)

    This article discusses the findings of a study conducted on the state of information resources management (IRM) in government ministries in Tanzania. The purpose of the study was to investigate and establish the extent to which the information resources management in the ministries reflect and support the process of ...

  7. Managing Natural Resources for Sustainable Livelihoods: Uniting ...

    International Development Research Centre (IDRC) Digital Library (Canada)

    2003-07-31

    Jul 31, 2003 ... Management of local resources has a greater chance of a ... Managing Natural Resources for Sustainable Livelihoods: Uniting Science and Participation ... innovative approaches for establishing and sustaining participation and ... A new IDRC-supported project will help improve water conservation and ...

  8. crm_v3.grd

    Data.gov (United States)

    National Oceanic and Atmospheric Administration, Department of Commerce — NGDC's 3 arc-second U.S. Coastal Relief Model (CRM) provides the first comprehensive view of the U.S. coastal zone, integrating offshore bathymetry with land...

  9. crm_v4.grd

    Data.gov (United States)

    National Oceanic and Atmospheric Administration, Department of Commerce — NGDC's 3 arc-second U.S. Coastal Relief Model (CRM) provides the first comprehensive view of the U.S. coastal zone, integrating offshore bathymetry with land...

  10. crm_v8.grd

    Data.gov (United States)

    National Oceanic and Atmospheric Administration, Department of Commerce — NGDC's 3 arc-second U.S. Coastal Relief Model (CRM) provides the first comprehensive view of the U.S. coastal zone, integrating offshore bathymetry with land...

  11. crm_v9.grd

    Data.gov (United States)

    National Oceanic and Atmospheric Administration, Department of Commerce — NGDC's 3 arc-second U.S. Coastal Relief Model (CRM) provides the first comprehensive view of the U.S. coastal zone, integrating offshore bathymetry with land...

  12. crm_v10.grd

    Data.gov (United States)

    National Oceanic and Atmospheric Administration, Department of Commerce — NGDC's 3 arc-second U.S. Coastal Relief Model (CRM) provides the first comprehensive view of the U.S. coastal zone, integrating offshore bathymetry with land...

  13. crm_v5.grd

    Data.gov (United States)

    National Oceanic and Atmospheric Administration, Department of Commerce — NGDC's 3 arc-second U.S. Coastal Relief Model (CRM) provides the first comprehensive view of the U.S. coastal zone, integrating offshore bathymetry with land...

  14. crm_v7.grd

    Data.gov (United States)

    National Oceanic and Atmospheric Administration, Department of Commerce — NGDC's 3 arc-second U.S. Coastal Relief Model (CRM) provides the first comprehensive view of the U.S. coastal zone, integrating offshore bathymetry with land...

  15. crm_v2.grd

    Data.gov (United States)

    National Oceanic and Atmospheric Administration, Department of Commerce — NGDC's 3 arc-second U.S. Coastal Relief Model (CRM) provides the first comprehensive view of the U.S. coastal zone, integrating offshore bathymetry with land...

  16. crm_v1.grd

    Data.gov (United States)

    National Oceanic and Atmospheric Administration, Department of Commerce — NGDC's 3 arc-second U.S. Coastal Relief Model (CRM) provides the first comprehensive view of the U.S. coastal zone, integrating offshore bathymetry with land...

  17. crm_v6.grd

    Data.gov (United States)

    National Oceanic and Atmospheric Administration, Department of Commerce — NGDC's 3 arc-second U.S. Coastal Relief Model (CRM) provides the first comprehensive view of the U.S. coastal zone, integrating offshore bathymetry with land...

  18. Efficient Resource Management in Cloud Computing

    OpenAIRE

    Rushikesh Shingade; Amit Patil; Shivam Suryawanshi; M. Venkatesan

    2015-01-01

    Cloud computing, one of the widely used technology to provide cloud services for users who are charged for receiving services. In the aspect of a maximum number of resources, evaluating the performance of Cloud resource management policies are difficult to optimize efficiently. There are different simulation toolkits available for simulation and modelling the Cloud computing environment like GridSim CloudAnalyst, CloudSim, GreenCloud, CloudAuction etc. In proposed Efficient Resource Manage...

  19. Cognitive resource management for heterogeneous cellular networks

    CERN Document Server

    Liu, Yongkang

    2014-01-01

    This Springer Brief focuses on cognitive resource management in heterogeneous cellular networks (Het Net) with small cell deployment for the LTE-Advanced system. It introduces the Het Net features, presents practical approaches using cognitive radio technology in accommodating small cell data relay and optimizing resource allocation and examines the effectiveness of resource management among small cells given limited coordination bandwidth and wireless channel uncertainty. The authors introduce different network characteristics of small cell, investigate the mesh of small cell access points in

  20. Nevada Test Site Resource Management Plan

    Energy Technology Data Exchange (ETDEWEB)

    NONE

    1998-12-01

    The Nevada Test Site (NTS) Resource Management Plan (RMP) describes the NTS Stewardship Mission and how its accomplishment will preserve the resources of the ecoregion while accomplishing the objectives of the mission. The NTS Stewardship Mission is to manage the land and facilities at the NTS as a unique and valuable national resource. The RMP has defined goals for twelve resource areas based on the principles of ecosystem management. These goals were established using an interdisciplinary team of DOE/NV resource specialists with input from surrounding land managers, private parties, and representatives of Native American governments. The overall goal of the RMP is to facilitate improved NTS land use management decisions within the Great Basin and Mojave Desert ecoregions.

  1. MANAGING AFRICA'S NATURAL RESOURCE ENDOWMENTS ...

    African Journals Online (AJOL)

    RAYAN_

    explained by the fact that many of the oil-producing countries or petro- states are ... Specifically for Africa, it has been argued that the resource curse paradigm .... sector.18 In Mozambique, after an audit of investments between 2002 and 2008, the ..... resources reserves in Africa, in most cases, the heart of usage – especially.

  2. Meeting the needs of customers with health CRM.

    Science.gov (United States)

    Phillips, Jon; Panchal, Samir

    2002-01-01

    Customer relationship management (CRM) is a business strategy, supported by applications and technologies, that can fundamentally transform how healthcare delivery organizations manage patient and physician interactions, reduce cost, improve customer-facing processes, drive market and revenue growth, and manage regulatory compliance processes.

  3. ERP and CRM Data Integration

    Directory of Open Access Journals (Sweden)

    Željko Tomić

    2016-05-01

    As a rule, the CRM and ERP systems contain separate databases even if they come from the same manufacturer. Such separately kept databases also lead to separate basic records (identifiers, which primarily relate to business partners, items and services. This may create problems with updating and maintaining consistency of the data within the information system of a company. The CRM and ERP systems usually overlap in certain segments of business processes (e.g., orders, order confirmations, quotations, etc., thus potentially creating redundant information and documents. More often than not, the CRM and ERP also differ in terms of technology, both by their vertical architectures and with regard to the DBMS and API support. The objective of this paper is to generate an ERP-CRM integration data model by way of optimising the relevant processes and costs, and to provide details about the processes of integration of the logical and physical data models. The structural integration of the ERP-CRM databases provide the integration services that ensure all the necessary functionalities in various interface logics and technologies with regard to software solutions and applications given, or used for local adaptations of the existing ERP and CRM applications.

  4. A study on how CRM influences marketing planning in telecommunication industry

    Directory of Open Access Journals (Sweden)

    Naser Azad

    2013-08-01

    Full Text Available Customer relationship management (CRM plays an important role on marketing planning. In this paper, we re-examine the effect of having efficient CRM on efficiency of a telecommunication company. The proposed study considers three hypotheses. The first hypothesis examines whether implementation of CRM could improve customer’s perception in terms of customer retention, satisfaction, loyalty and awareness. The second hypothesis examines whether implementation of CRM influences on market performance in terms of reduction on customer complaints, quality improvement, improving customer perception, access to services and increase in market share. Finally, the third hypothesis considers the effect of CRM on financial figures in terms of sales growth, profit growth, earnings per share and productivity. The results of our survey have confirmed the first hypothesis and rejected the third hypothesis. In other words, while CRM improves customer perception it does not influence financial figures in most cases (P<0.01.

  5. Managing the human resources in beer industry

    Directory of Open Access Journals (Sweden)

    Živković Dragić

    2014-01-01

    Full Text Available The human resources' management in business systems comprises a selection of goals, a policy determination, as well as planning, organizing, coordination and control of activities in the field of human resources, by taking over the management actions, in order to achieve the selected goals and to realize the purpose of the management function, as a sub-system of an organization's operation. The basic tasks of the human resources management are: planning, knowledge managing, improvement of work process and quality, control and evaluation of achievements. The paper's goal is to point out to a significance, which it has for its successful business, according to an analysis and description of the most important activities of the human resources' management, as theoretically, as well as practically, in a concrete business system.

  6. Data management: Managing data as an organisational resource

    Directory of Open Access Journals (Sweden)

    S. G. Maritz

    2003-12-01

    Full Text Available Managing data as a resource is an important function of information management. Accurate and relevant data is the source of valuable information. By managing data efficiently, sound management decisions can be made. The traditional file environment is not appropriate for managing data; database management systems are the most popular choice for managing data effectively. Some of the broader trends in data management include outsourcing, data reuse, data re-engineering, archiving, data warehousing and data mining.

  7. A Consideration of Human Resource Management Future

    OpenAIRE

    Samad Nasiri; Sahar Valikhanfard Zanjani

    2012-01-01

    The prediction of future events, at best, is a risky endeavor. Researchers and theorists have different views about what will happen to human resource managers. Most research has been done on topics of technology, intellectual capital, and government regulation, workforce demographic changes, shrinking organizations, international management and globalization. It is evident that all the issues mentioned play a very important role in human resource management over the coming decades, and some ...

  8. Human Resource Management Practices in Nigeria

    OpenAIRE

    Sola Fajana; Oluwakemi Owoyemi; Tunde Elegbede; Mariam Gbajumo-Sheriff

    2011-01-01

    The globalization of business is having a significant impact on human resource management practices; and it is has now become more imperative than ever for business organizations to engage in human resource management practices on an international standard. While the management of people is mostly associated with HRM, the definition, parameter and context are contested by different writers. Some authors such as Kane (1996) argued that HRM is in its infancy, while other authors such as Welbour...

  9. CRM-ohjelmiston käyttöönotto tilitoimistossa

    OpenAIRE

    Kempas, Mervi

    2013-01-01

    Opinnäytetyössä selvitettiin, mitä Pretax Pohjois-Karjala Oy:n tulisi ottaa huomioon CRM-ohjelmiston käyttöönotossa. Asiakashallinta eli Customer Relationship Management on osa asiakaslähtöistä liiketoimintamallia. Yrityksen liiketoiminta saadaan asiakaslähtöiseksi CRM-ohjelmiston avulla. CRM-ohjelmisto tarjoaa paljon mahdollisuuksia hyödynnettäväksi liiketoiminnassa. Tutkimuskohteena käytettiin Pretax Jyväskylä Oy:tä, jossa CRM-ohjelmisto oli otettu alkuvuodesta 2013 käyttöön. Tutkimustu...

  10. Medical team training: applying crew resource management in the Veterans Health Administration.

    Science.gov (United States)

    Dunn, Edward J; Mills, Peter D; Neily, Julia; Crittenden, Michael D; Carmack, Amy L; Bagian, James P

    2007-06-01

    Communication failure, a leading source of adverse events in health care, was involved in approximately 75% of more than 7,000 root cause analysis reports to the Department of Veterans Affairs (VA) National Center for Patient Safety (NCPS). The VA NCPS Medical Team Training (MTT) program, which is based on aviation principles of crew resource management (CRM), is intended to improve outcomes of patient care by enhancing communication between health care professionals. Unique features of MTT include a full-day interactive learning session (facilitated entirely by clinical peers in a health care context), administration of pre-and postintervention safety attitudes questionnaires, and follow-up semistructured interviews with reports of program activities and lessons learned. Examples of projects in these facilities include intensive care unit (ICU) teams' patient-centered multidisciplinary rounds, surgical teams' preoperative briefings and debriefings, an entire operating room (OR) unit's adoption of "Rules of Conduct" for expected staff behavior, and an ICU team's use of the model for daily administrative briefings. An MTT program based on applied CRM principles was successfully developed and implemented in 43 VA medical centers from September 2003 to May 2007.

  11. Simulation and CRM.

    Science.gov (United States)

    Ostergaard, Doris; Dieckmann, Peter; Lippert, Anne

    2011-06-01

    Patients are harmed as a result of incidents. Both poor interdisciplinary communication and teamwork are contributing factors to such events. The principles of crisis resource management are meant to help prevent and manage difficulties and reflect both, the social-team-oriented and cognitive-individual-oriented aspects of human factors. This article explores the importance of human factors training for safe care of patients and the role of simulation. Based on the available literature, the need to integrate this type of training to increase awareness of the importance of human factors and to change attitudes appears obvious. A combination of different training methods appears to be useful. Simulation-based training appears to be favourable, although the number of studies demonstrating the impact of training is limited. It is important to develop training programmes for individual teams, based on the knowledge of challenges and deficiencies, and to monitor behavioural change. Several methods, including patient safety data, interviews, observational studies and simulations, can be used to specify learning objectives. The training should be established for the real team(s). Furthermore, leaders need to implement training in the organisation and establish databases to monitor the impact on patient outcome. Copyright © 2011 Elsevier Ltd. All rights reserved.

  12. Resource Management in Broadband Communication Networks

    DEFF Research Database (Denmark)

    Hansen, Mads Stenhuus

    2003-01-01

    . The first part gives a brief description of some of the existing protocols for routing and controlling resources, such as RSVP, OSPF, BGP, PNNI, etc. The remaining part concerns the following two fundamentally different approaches to resource management etc.: - Software agents - Simulated ants......This thesis - Resource Management in Broadband Communication Networks - deals with different ways of optimizing the available resources of data- or telecommunication networks. Especially topics like optimal routing, load balancing and fast recovery of routes in case of link failures are covered...

  13. Water resource management: an Indian perspective.

    Science.gov (United States)

    Khadse, G K; Labhasetwar, P K; Wate, S R

    2012-10-01

    Water is precious natural resource for sustaining life and environment. Effective and sustainable management of water resources is vital for ensuring sustainable development. In view of the vital importance of water for human and animal life, for maintaining ecological balance and for economic and developmental activities of all kinds, and considering its increasing scarcity, the planning and management of water resource and its optimal, economical and equitable use has become a matter of the utmost urgency. Management of water resources in India is of paramount importance to sustain one billion plus population. Water management is a composite area with linkage to various sectors of Indian economy including the agricultural, industrial, domestic and household, power, environment, fisheries and transportation sector. The water resources management practices should be based on increasing the water supply and managing the water demand under the stressed water availability conditions. For maintaining the quality of freshwater, water quality management strategies are required to be evolved and implemented. Decision support systems are required to be developed for planning and management of the water resources project. There is interplay of various factors that govern access and utilization of water resources and in light of the increasing demand for water it becomes important to look for holistic and people-centered approaches for water management. Clearly, drinking water is too fundamental and serious an issue to be left to one institution alone. It needs the combined initiative and action of all, if at all we are serious in socioeconomic development. Safe drinking water can be assured, provided we set our mind to address it. The present article deals with the review of various options for sustainable water resource management in India.

  14. Natural-resource management in Bangladesh

    International Nuclear Information System (INIS)

    Hasan, S.; Mulamoottil, G.

    1994-01-01

    The paper discusses the major natural resource management issues in relation to land, forests, and water in Bangladesh. It shows how government policies and programs in one sector may affect other sectors. A lack of land use, and forest policies can be responsible for degradation of agricultural land and deforestation. The paper argues that better management of the natural resources can only be achieved by an integrated approach covering all the sectors of development. In Bangladesh, with a freely elected government in power, there is a unique opportunity to formulate an integrated natural resource management strategy. 44 refs, 2 figs, 1 tab

  15. ADAPTIVE MANAGEMENT AND PLANNING MODELS FOR CULTURAL RESOURCES IN OIL & GAS FIELDS IN NEW MEXICO AND WYOMING

    Energy Technology Data Exchange (ETDEWEB)

    Peggy Robinson

    2004-07-01

    This report contains a summary of activities of Gnomon, Inc. and five subcontractors that have taken place during the first six months of 2004 (January 1, 2004-June 30, 2004) under the DOE-NETL cooperative agreement: ''Adaptive Management and Planning Models for Cultural Resources in Oil & Gas Fields in New Mexico and Wyoming'', DE-FC26-02NT15445. Although Gnomon and all five subcontractors completed tasks during these six months, most of the technical experimental work was conducted by the subcontractor, SRI Foundation (SRIF). SRIF created a sensitivity model for the Azotea Mesa area of southeastern New Mexico that rates areas as having a very good chance, a good chance, or a very poor chance of containing cultural resource sites. SRIF suggested that the results of the sensitivity model might influence possible changes in cultural resource management (CRM) practices in the Azote Mesa area of southeastern New Mexico.

  16. Current and future trends in cloud CRM

    OpenAIRE

    Nemček, Sebastian

    2011-01-01

    The diploma thesis is committed to mapping CRM applications available in cloud and trends within. The goal is to describe what CRM is, how it evolved into Cloud CRM, analyze main differences between the two approaches and analyze trends that can be observed in CRM market and CRM applications. This is coupled with description of the most common CRM solutions and products available both on-premises as well as on-demand. In the first part, the thesis introduces theory behind Customer Relationshi...

  17. Water management - management actions applied to water resources system

    International Nuclear Information System (INIS)

    Petkovski, Ljupcho; Tanchev, Ljubomir

    2001-01-01

    In this paper are presented a general description of water resource systems, a systematisation of the management tasks and the approaches for solution, including a review of methods used for solution of water management tasks and the fundamental postulates in the management. The management of water resources is a synonym for the management actions applied to water resource systems. It is a general term that unites planning and exploitation of the systems. The modern planning assumes separating the water racecourse part from the hydro technical part of the project. The water resource study is concerned with the solution for the resource problem. This means the parameters of the system are determined in parallel with the definition of the water utilisation regime. The hydro-technical part of the project is the design of structures necessary for the water resource solution. (Original)

  18. Detecting success factors of electronic customer relationship management (e_CRM system to establish an appropriate model in police call centre of Iran

    Directory of Open Access Journals (Sweden)

    Ahmad Ali Yazdanpanah

    2012-01-01

    Full Text Available The present research aims to describe and explain factors affecting the success of eCRM system in police telephone-contact centers as a part of their interactive and relationship-oriented programs. In this study, one of the most famous models implemented in several industries such as insurance industry has been evaluated; the results then have been modified for application. The results, in fact, corroborate the main hypothesis, which points to the existence of a relationship between an establishment and its institutional success. In other words, having established an eCRM system, institutions will witness an increase in efficiency, staff satisfaction, and eventually customer satisfaction. The results may also explain the failure of some huge investments in implementing modern technology to disseminate information and establish communication by indicating that large investments in technology do not necessarily bring about required improvement in efficiency. It has also been demonstrated that expanding types of services to include ones such as providing counseling via telephone and placing accurate and relevant information on the website needs to be considered as part of an eCRM system agenda.

  19. Bicultural Resourcefulness in Global Management

    DEFF Research Database (Denmark)

    Clausen, Lisbeth; Keita, Maria H.

    2016-01-01

    Biculturals are increasingly viewed as a resource in global business. They are effective in multicultural teams, they are great boundary spanners between corporate headquarters and their subsidiaries, and their abilities are acknowl-edged in cross-cultural leadership. This article aims to generate...

  20. Resource development and the Mackenzie Valley Resource Management Act

    International Nuclear Information System (INIS)

    Donihee, J.

    1999-01-01

    Changes to the resource management regime of the Northwest Territories based on land claim agreements with native peoples which result from the Mackenzie Valley Resource Management Act are the result of commitments made by Canada during the negotiation of these land claims. This statute effects important changes to the legislative framework for environmental impact assessment and land and water management. It also establishes land use planning processes for the Gwich'in and Sahtu settlement areas and will result in an environmental and cumulative effects monitoring program for the Mackenzie Valley. The Act also establishes new institutions of public government responsible for environmental impact assessment, land and water management, and land use planning. These boards will play an internal and continuing role in resource development and management in the Mackenzie Valley. A brief overview is included of some features of the new legislative scheme, specifically focussing on environmental impact assessment and water management. An understanding of the new regime will be important for oil and gas companies that are looking north with renewed interest as a result of improved oil and gas prices and also for mining companies given the continuing interest in diamond exploration and development in the Northwest Territories. 29 refs

  1. Project Management Methodology in Human Resource Management

    Science.gov (United States)

    Josler, Cheryl; Burger, James

    2005-01-01

    When charged with overseeing a project, how can one ensure that the project will be completed on time, within budget, and to the satisfaction of everyone involved? In this article, the authors examine project management methodology as a means of ensuring that projects are conducted in a disciplined, well-managed and consistent manner that serves…

  2. human resources management and lecturer's job satisfaction

    African Journals Online (AJOL)

    PROF EKWUEME

    The study revealed that administrators' human resources management effectiveness has a significant influence on ... opportunity for academic publication and administrators' staff relationship. .... enhance professional development. This is true ...

  3. Electronic Resources Management System: Recommendation Report 2017

    KAUST Repository

    Ramli, Rindra M.

    2017-01-01

    This recommendation report provides an overview of the selection process for the new Electronic Resources Management System. The library has decided to move away from Innovative Interfaces Millennium ERM module. The library reviewed 3 system

  4. Electronic Resources Management Project Presentation 2012

    KAUST Repository

    Ramli, Rindra M.

    2012-01-01

    This presentation describes the electronic resources management project undertaken by the KAUST library. The objectives of this project is to migrate information from MS Sharepoint to Millennium ERM module. One of the advantages of this migration

  5. Space Flight Resource Management for ISS Operations

    Science.gov (United States)

    Schmidt, Larry; Slack, Kelley; O'Keefe, William; Huning, Therese; Sipes, Walter; Holland, Albert

    2011-01-01

    This slide presentation reviews the International Space Station (ISS) Operations space flight resource management, which was adapted to the ISS from the shuttle processes. It covers crew training and behavior elements.

  6. Natural Resource Management Index (NRMI), 2010 Release

    Data.gov (United States)

    National Aeronautics and Space Administration — The Natural Resource Management Index (NRMI), 2011 Release is a composite index for 174 countries derived from the average of four proximity-to-target indicators for...

  7. American Indian Systems for Natural Resource Management.

    Science.gov (United States)

    Quintana, Jorge O.

    1992-01-01

    Outlines the philosophy and general principles of "primitive" indigenous production technologies and natural resource management systems in North and South America. Discusses indigenous practices that promote sustainable production in gathering, hunting and fishing, minerals extraction, and agriculture. (SV)

  8. Gender and Natural Resource Management: Livelihoods, Mobility ...

    International Development Research Centre (IDRC) Digital Library (Canada)

    2012-05-31

    May 31, 2012 ... Melissa Leach, Institute of Development Studies, University of Sussex, UK. ... resource management that want to include a gender perspective. ... New initiative will match climate knowledge to developing country needs.

  9. Natural Resource Management Index (NRMI), 2009 Release

    Data.gov (United States)

    National Aeronautics and Space Administration — The Natural Resource Management Index (NRMI), 2009 Release is a composite index for 171 countries derived from the average of four proximity-to-target indicators for...

  10. Natural Resource Management Index (NRMI), 2011 Release

    Data.gov (United States)

    National Aeronautics and Space Administration — The Natural Resource Management Index (NRMI), 2011 Release is a composite index for 174 countries derived from the average of four proximity-to-target indicators for...

  11. Natural Resource Management Index (NRMI), 2010 Release

    Data.gov (United States)

    National Aeronautics and Space Administration — The Natural Resource Management Index (NRMI), 2010 Release is a composite index for 157 countries derived from the average of four proximity-to-target indicators for...

  12. 2008 Natural Resource Management Index (NRMI)

    Data.gov (United States)

    National Aeronautics and Space Administration — The 2008 Natural Resources Management Index (NRMI) is a composite index for 226 countries derived from the average of four proximity-to-target scores from eco-region...

  13. participation in Community Based Natural Resource Management

    African Journals Online (AJOL)

    user

    Rivers State University of Science and Technology, Port Harcourt, Nigeria. ... Resource Management Programme had empowered the beneficiaries in problem identification, ways of seeking for solution, project planning, implementation, ..... International Journal of Research, Innovations and Sustainable Development,.

  14. La estrategia CRM, una visión 360º del cliente

    Directory of Open Access Journals (Sweden)

    Ma. Rosa Llamas Alonso

    2005-01-01

    Full Text Available CRM strategy (customer relationship management is a business philosophy, stemming from relationship marketing that joins strategy and technology, with the objective of creating value for both customers and the company. In this paper we conceptualise this strategy, stressing key issues as well as challenges faced when implementing a CRM system, from different perspectives: business processes, structure, organizational culture and analytical techniques

  15. Microsoft Dynamics CRM 2011 New Features The Real-world Tutorial

    CERN Document Server

    Wang, Jim

    2011-01-01

    This book is packed with practical steps and screenshots to make learning fun and addictive. You will learn to build a complete Airline Compensation Management system using Dynamics CRM 2011. If you want a focused book that gets you up-to-speed with the new features of Microsft Dynamics CRM 2011 then this is the perfect book for you.

  16. The Usage of CRM-Systems in the Activities of Franchising Retail Trade Networks

    Directory of Open Access Journals (Sweden)

    Kochubei Dmytro V.

    2017-11-01

    Full Text Available The article considers the main aspects of the CRM-systems usage in the management of relationships in franchise retail trade networks (FRTN. The essence of concepts of «CRM-strategy» and «CRM-system» has been disclosed, their differences have been defined. The basic directions of implementing the CRM-strategy of management of interaction of franchisor and franchisees, and also components of information support of CRM-systems have been defined. A methodology of introduction of CRM-strategy in activity of FRTN has been suggested; a model of management of FRTN on the basis of CRM-system has been developed; the main advantages and disadvantages of the CRM-systems usage in the activities of FRTN have been defined. The scientific and practical benefit of the suggested management model provides franchisor to carefully analyze all business processes, make managerial decisions in order to improve cooperation and support of franchisees, increase sales volumes, increase profitability, maintain franchisee loyalty, and create competitive advantages for the entire franchise network.

  17. Personality Model in Human Resources Management

    OpenAIRE

    Jovan Zubovic

    2008-01-01

    This paper presents the new „Personality model” of managing human resources in an organisation. The model analyses administrative personnel (usually called management) in an organisation and divides them into three core categories: managers, executives and advisors. Unlike traditional models which do not recognise advisors as part of an organisation, this model gives to advisors the same ranking as managers and executives. Model traces 11 categories of personality traits for every employee, r...

  18. Electronic Resources Management Project Presentation 2012

    KAUST Repository

    Ramli, Rindra M.

    2012-11-05

    This presentation describes the electronic resources management project undertaken by the KAUST library. The objectives of this project is to migrate information from MS Sharepoint to Millennium ERM module. One of the advantages of this migration is to consolidate all electronic resources into a single and centralized location. This would allow for better information sharing among library staff.

  19. Culture and resource management: factors affecting forests

    Science.gov (United States)

    Marjorie C. Falanruw

    1992-01-01

    Efforts to manage Pacific Island forest resources are more likely to succeed if they are based on an understanding of the cultural framework of land use activities. This paper explores the relationship between agricultural systems, population density, culture, and use of forest resources on the islands of Yap. Agricultural intensification is related to population...

  20. Challenging (Strategic) Human Resource management Theory

    NARCIS (Netherlands)

    J. Paauwe (Jaap); J.P.P.E.F. Boselie (Paul)

    2002-01-01

    textabstractTo fully understand the relationship between human resource management and performance in different contexts, we are in need of a synthesis between resource-based theory and new institutionalism. We argue that differences in institutional settings (between for example countries or

  1. Isotope Hydrology: Understanding and Managing Water Resources

    International Nuclear Information System (INIS)

    Madsen, Michael

    2013-01-01

    Development is intricately linked to water whether concerning issues of health, food and agriculture, sanitation, the environment, industry, or energy. The IAEA, through its Water Resources Programme provides its Member States with science-based information and technical skills to improve understanding and management of their water resources

  2. Water Resources: Management and Strategies in Nigeria ...

    African Journals Online (AJOL)

    Water Resources: Management and Strategies in Nigeria. ... the rational use of water resources poses a great problem and challenge to the nation. ... Suggestions were made on ways of planning sustainable water supply systems for Nigeria ... South Africa (96); South Sudan (1); Sudan (3); Swaziland (3); Tanzania (19) ...

  3. Knowledge Systems and Natural Resources: Management, Policy ...

    International Development Research Centre (IDRC) Digital Library (Canada)

    2007-10-31

    Oct 31, 2007 ... Knowledge Systems and Natural Resources is a unique collection of case studies from Nepal. ... and students of social and political sciences and natural resource management. ... Nepal and founding Editor of the Journal of Forest and Livelihood. ... Ideas from the global climate change hotspot research.

  4. INTERNATIONAL DIMENSIONS OF HUMAN RESOURCE MANAGEMENT

    OpenAIRE

    Cristian Marinaş; Aurel Manolescu

    2007-01-01

    In a global context it is necessary to redefine the role of human resources department that has to offer to high level managers the necessary instruments to react on an international market, which is highly competitive. Speaking about human resources management from an international perspective, it is also important to discuss about the development process of the multinational companies, which are the main way to transfer the managerial know-how between countries and regions. The globalizatio...

  5. Human Resource Management: Some Vital Considerations

    OpenAIRE

    Mishra, SK

    2007-01-01

    The paper discusses how and why the theories of neo-classical economics are inadequate to provide a framework to human resource management and therefore must give way to dynamic gradual optimization procedure based on the principles of bounded rationality and satisficing behaviour in dealing with the problems of an adaptive complex system of business organization. It also widens the scope of human resource management to include crowd-sourcing.

  6. Communication resources of managers and business professionals.

    Science.gov (United States)

    Pedrotti, Clarissa Araujo; Behlau, Mara

    2017-05-22

    To analyze the communication resources reported by managers in the business environment and compare the resources used to those reported by business professionals. 82 professionals volunteered to participate in the research, divided into 50 managers (MP) and 32 business professionals (BP) from industry section in Caxias do Sul and the surrounding region (Brazil). A questionnaire with 4 topics was used: personal data, self-assessment of communicative behavior, self-assessment of communicative resources, and selection of positive and negative resources influencing communication. Regarding communicative behavior, both groups reported normal voice but with significant differences regarding the use of softness in communication, 25% of MP and only 4% of BP. Both groups selected the following main positive resources: knowledge of subject, use of proper vocabulary, and objectivity. The negative resources were, similarly, the lack of subject domain, criticism or prejudgment, and improper vocabulary. Finally, analyzing the degree of influence of each communicative resource, the MP highlighted tone of voice as an important positive resource, while the BP pointed the subject domain. Still, the monotonous voice for MP and nervousness for BP were indicated as the main negative influences. Managers value more communicative resources connected to communicative attitude, such as tone of voice and expression, while business professionals worry about demonstrating security and technical understanding of the subject.

  7. Resources from waste : integrated resource management phase 1 study report

    International Nuclear Information System (INIS)

    Corps, C.; Salter, S.; Lucey, P.; O'Riordan, J.

    2008-01-01

    Integrated resource management (IRM) of municipal waste streams and water systems requires a structured analysis of options that consider environmental aspects such as greenhouse gases, carbon taxes and credits. Each option's inputs and outputs are assessed to determine the net highest and best use and value. IRM focuses on resource recovery and extracting maximum value. It considers the overall net impact on the taxpayer and requires the integration of liquid and solid waste streams to maximize values for recovering energy in the form of biofuels, heat, minerals, water and reducing electricity demand. IRM is linked to water management through reuse of treated water for groundwater recharge and to offset potable water use for non-potable purposes such as irrigation, including potential commercial use, which contributes to maintaining or improving the health of watersheds. This report presented a conceptual design for the application of IRM in the province of British Columbia (BC) and analyzed its potential contribution to the provincial climate change agenda. The report discussed traditional waste management, the IRM approach, and resource recovery technology and opportunities. The business case for IRM in BC was also outlined. It was concluded that IRM has the potential to be a viable solution to water, solid and liquid waste management that should be less expensive, result in fewer environmental impacts, and provide greater flexibility than traditional approaches to waste management. 63 refs., 17 tabs., 21 figs., 10 appendices

  8. Human Resource Management in Virtual Organizations. Research in Human Resource Management Series.

    Science.gov (United States)

    Heneman, Robert L., Ed.; Greenberger, David B., Ed.

    This document contains 14 papers on human resources (HR) and human resource management (HRM) in virtual organizations. The following papers are included: "Series Preface" (Rodger Griffeth); "Volume Preface" (Robert L. Heneman, David B. Greenberger); "The Virtual Organization: Definition, Description, and…

  9. The Concept of Customer Relationship Management A Critical Review of Literature

    OpenAIRE

    Cabãu Liviu-Gabriel

    2012-01-01

    This article is considered to be a landmark in both academic and business area, regarding the Customer Relationship Management (CRM). Based on previous research found in the literature, the paper aims to clarify the concept of CRM. Critical research results are reflected in the formulated responses on the following aspects of CRM: CRM context, CRM definition, CRM importance and objectives, CRM failure and CRM research. Finally, the article presents the main findings and some conclusions relat...

  10. Water Resources Assessment and Management in Drylands

    Directory of Open Access Journals (Sweden)

    Magaly Koch

    2016-06-01

    Full Text Available Drylands regions of the world face difficult issues in maintaining water resources to meet current demands which will intensify in the future with population increases, infrastructure development, increased agricultural water demands, and climate change impacts on the hydrologic system. New water resources evaluation and management methods will be needed to assure that water resources in drylands are optimally managed in a sustainable manner. Development of water management and conservation methods is a multi-disciplinary endeavor. Scientists and engineers must collaborate and cooperate with water managers, planners, and politicians to successfully adopt new strategies to manage water not only for humans, but to maintain all aspects of the environment. This particularly applies to drylands regions where resources are already limited and conflicts over water are occurring. Every aspect of the hydrologic cycle needs to be assessed to be able to quantify the available water resources, to monitor natural and anthropogenic changes, and to develop flexible policies and management strategies that can change as conditions dictate. Optimal, sustainable water management is achieved by cooperation and not conflict, thereby necessitating the need for high quality scientific research and input into the process.

  11. Implementing SaaS Solution for CRM

    OpenAIRE

    Adriana LIMBÄ‚ÅžAN; Lucia RUSU

    2011-01-01

    Greatest innovations in virtualization and distributed computing have accelerated interest in cloud computing (IaaS, PaaS, SaaS, aso). This paper presents the SaaS prototype for Customer Relationship Management of a real estate company. Starting from several approaches of e-marketing and SaaS features and architectures, we adopted a model for a CRM solution using SaaS Level 2 architecture and distributed database. Based on the system objective, functionality, we developed a modular solution f...

  12. The Utilization of CRM in Small Business

    OpenAIRE

    Leimu, Santeri

    2013-01-01

    The purpose of this thesis was to explore how a small-size company could utilize Customer Relationship Management theories for being more successful in their business. The main objective was to create a model for the case company based on CRM theories itself as well as empirical observations. The case company’s field of business is in inspections of global import and export trade. The amount of employees is less than ten. Work in the company divides into two sections, i.e. office work and...

  13. Emerging technologies for knowledge resource management

    CERN Document Server

    Pandian, M

    2007-01-01

    Emerging Technologies for Knowledge Resource Management examines various factors that contribute to an enabled environment for optimum utilisation of information resources. These include the digital form of information resources, which are inherently sharable, consortia as a concept to bring people and materials together and unified portals as technology to bring together disparate and heterogeneous resources for sharing and access. The book provides a step-by-step guideline for system analysis and requirements analysis. The book also provides reviews of existing portal models for sharing reso

  14. Important Features of Sustainable Aggregate Resource Management

    Directory of Open Access Journals (Sweden)

    Slavko V. Šolar

    2004-06-01

    Full Text Available Every society, whether developed, developing or in a phase of renewal following governmental change, requires stable, adequate and secure supplies of natural resources. In the latter case, there could be significant need for construction materials for rebuilding infrastructure, industrial capacity, and housing. It is essential that these large-volume materials be provided in a rational manner that maximizes their societal contribution and minimizes environmental impacts. We describe an approach to resource management based on the principles of sustainable development. Sustainable Aggregate Resource Management offers a way of addressing the conflicting needs and interests of environmental, economic, and social systems. Sustainability is an ethics based concept that utilizes science and democratic processes to reach acceptable agreements and tradeoffs among interests, while acknowledging the fundamental importance of the environment and social goods. We discuss the features of sustainable aggregate resource management.

  15. Important features of Sustainable Aggregate Resource Management

    Science.gov (United States)

    Solar, Slavko V.; Shields, Deborah J.; Langer, William H.

    2004-01-01

    Every society, whether developed, developing or in a phase of renewal following governmental change, requires stable, adequate and secure supplies of natural resources. In the latter case, there could be significant need for construction materials for rebuilding infrastructure, industrial capacity, and housing. It is essential that these large-volume materials be provided in a rational manner that maximizes their societal contribution and minimizes environmental impacts. We describe an approach to resource management based on the principles of sustainable developed. Sustainable Aggregate Resource Management offers a way of addressing the conflicting needs and interests of environmental, economic, and social systems. Sustainability is an ethics based concept that utilizes science and democratic processes to reach acceptable agreements and tradeoffs among interests, while acknowledging the fundamental importance of the environment and social goods. We discuss the features of sustainable aggregate resource management.

  16. Integrative learning for practicing adaptive resource management

    Directory of Open Access Journals (Sweden)

    Craig A. McLoughlin

    2015-03-01

    Full Text Available Adaptive resource management is a learning-by-doing approach to natural resource management. Its effective practice involves the activation, completion, and regeneration of the "adaptive management cycle" while working toward achieving a flexible set of collaboratively identified objectives. This iterative process requires application of single-, double-, and triple-loop learning, to strategically modify inputs, outputs, assumptions, and hypotheses linked to improving policies, management strategies, and actions, along with transforming governance. Obtaining an appropriate balance between these three modes of learning has been difficult to achieve in practice and building capacity in this area can be achieved through an emphasis on reflexive learning, by employing adaptive feedback systems. A heuristic reflexive learning framework for adaptive resource management is presented in this manuscript. It is built on the conceptual pillars of the following: stakeholder driven adaptive feedback systems; strategic adaptive management (SAM; and hierarchy theory. The SAM Reflexive Learning Framework (SRLF emphasizes the types, roles, and transfer of information within a reflexive learning context. Its adaptive feedback systems enhance the facilitation of single-, double-, and triple-loop learning. Focus on the reflexive learning process is further fostered by streamlining objectives within and across all governance levels; incorporating multiple interlinked adaptive management cycles; having learning as an ongoing, nested process; recognizing when and where to employ the three-modes of learning; distinguishing initiating conditions for this learning; and contemplating practitioner mandates for this learning across governance levels. The SRLF is a key enabler for implementing the "adaptive management cycle," and thereby translating the theory of adaptive resource management into practice. It promotes the heuristics of adaptive management within a cohesive

  17. The benefits of CRM: is your home care agency missing out?

    Science.gov (United States)

    Bishop, Adam D

    2009-12-01

    Home care executives today have at their disposal all the means necessary to manage information and strengthen relationships with customers, thanks to innovative customer relationship management (CRM) tools, Adam D. Bishop explains.

  18. CRM-CONSEPTION AS THE BASIS FOR A BANK’S CUSTOMER-ORIENTED STRATEGY

    OpenAIRE

    Novikova, K.; Nekrasova, E.

    2013-01-01

    The article is devoted to the customer-oriented approach to commercial bank management using CRM-conception (customer relationship management conception). The article reveals the stages of customer-oriented strategy implementation into the bank’s work.

  19. Career Management for Human Resource Professionals.

    Science.gov (United States)

    Wiley, Carolyn

    1992-01-01

    Claims growing importance of human resource (HR) management suggests there are extensive career opportunities in HR. Notes there is no single entry position in HR management, and only one in seven HR professionals believes luck was a factor in his or her success. Concludes HR professionals must be able to deliver usual services and effectively…

  20. The global human resource management casebook

    NARCIS (Netherlands)

    Castro-Christiansen, L.; Farndale, E.; Biron Ben Gera, M.; Kuvaas, B.

    2017-01-01

    This casebook is a collection of international teaching cases focusing on contemporary human resource management issues. Each case centers primarily on one country and illustrates a significant challenge faced by managers and HR practitioners, helping students to understand how the issues they learn

  1. Management, Resources and Reproductive Biology

    Directory of Open Access Journals (Sweden)

    Bernard Wallner

    2014-10-01

    Full Text Available This work presents a relationship between environmental conditions and reproductive performance in modern humans. Birth rates and sex ratio (SRB at birth were analyzed from large data scales. The results include data from people working or living under different job respectively socio-economic conditions, such as employees working in the academic field, employees under supervisory or hire and fire conditions, and people who have better access to resources. The results show that employees who have better jobs and earn more money do have more children and females under better socio-economic conditions do give birth to more sons. In conclusion, it is suggested that different socio-economic environmental conditions may have an impact on female and male birth rates and SRBs, which may be related to stress perception rates.

  2. Strategic Management of Human Resources

    Directory of Open Access Journals (Sweden)

    Madlena Nen

    2014-05-01

    Full Text Available In the context of Romania’s integration into European structures, the modernization process of educational system constitutes a natural necessity. This scientific approach has proposed a comprehensive approach of the issue of the Community programs efficiency on highly qualified human resources as part of Romania's accession to the European structures. I want to highlight that, in the content of this work, educational system integration into European structures is presented, analyzed and treated as a complex and long process. Many countries have drawn up action plans for the dissemination of potential negative effects of “brain drain” and the valorization, at internal level, of the international experience of the co-nationals.

  3. Managing new resources in Arctic marine waters

    DEFF Research Database (Denmark)

    Kourantidou, Melina; Fernandez, Linda; Kaiser, Brooks

    and management of the resource which poses challenges due its nature as a ‘sedentary species’ colonizing the Barents Sea continental shelf shared by Norway and Russia and approaching the fishery protection zone around Svalbard. Conversely, little research has looked into the implications of the invasion partly...... fishery straddling Arctic waters which lends towards different productivity under different management and we delineate acceptable risk levels in order build up a bioeconomic framework that pinpoints the underlying trade-offs. We also address the difficulties of managing the resource under uncertainty...

  4. Human Resources Management within Civil Service

    Directory of Open Access Journals (Sweden)

    Victor Teodor Alistar

    2012-12-01

    Full Text Available The main objective of this article is to examine the notion of management, as an area of study which analyses, regulates and renders the theoretical and technical support in order to provide rationality within the processes that unfold in the civil service. In order to accomplish this task, human resources management will be analyzed as a process which relies in exerting four main functions: ensuring, developing, motivating and maintaining the human resources, which are conditioned by external factors that must be taken into consideration, such as: legislative framework, labor force, unions, cultural context (here one includes management practices and philosophy, and economic circumstances. All these factors are considered to have a significant impact on the management of human resources.

  5. Ethical human resource management: a critical analysis

    OpenAIRE

    Khan, Muhammad

    2014-01-01

    In modern day, Human Resource Management (HRM) is seen as a mere variant of management control aiming intentionally to ‘colonize’ the identity of the individual employee which points to the contradictions between the idealised HRM theories and its practice commonly referred to as the difference between rhetoric and reality. These critical analyses suggest that HRM reflects a historical shift in the way work is defined and managed and research has to be undertaken on how morality and ethics ma...

  6. International human resources management challenges and changes

    CERN Document Server

    2015-01-01

    This book covers the issues related to human resource management (HRM) in an international context. It gives perspectives and future direction in International HRM research. The chapters explore the models, tools and processes used by international organizations in order to assist international managers to better face the challenges and changes in HRM. It is suitable to HR managers, engineers, entrepreneurs, practitioners, academics and researchers in the field.

  7. Resource Management in the Microgravity Science Division

    Science.gov (United States)

    Casselle, Justine

    2004-01-01

    In the Microgravity Science Division, the primary responsibilities of the Business Management Office are resource management and data collection. Resource management involves working with a budget to do a number of specific projects, while data collection involves collecting information such as the status of projects and workforce hours. This summer in the Business Management Office I assisted Margie Allen with resource planning and the implementation of specific microgravity projects. One of the main duties of a Project Control Specialists, such as my mentor, is to monitor and analyze project manager s financial plans. Project managers work from the bottom up to determine how much money their project will cost. They then set up a twelve month operating plan which shows when money will be spent. I assisted my mentor in checking for variances in her data against those of the project managers. In order to successfully check for those variances, we had to understand: where the project is including plans vs. actual performance, why it is in its present condition, and what the future impact will be based on known budgetary parameters. Our objective was to make sure that the plan, or estimated resources input, are a valid reflection of the actual cost. To help with my understanding of the process, over the course of my tenure I had to obtain skills in Microsoft Excel and Microsoft Access.

  8. 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.

  9. The importance of implementing CRM concept in the banking sector

    Directory of Open Access Journals (Sweden)

    Marinković Vladimir

    2015-01-01

    Full Text Available In the past banks traditionally operated at the predominantly stable market. With the outbreak of the economic crisis and the increased number of competitors the situation has drastically changed. Today banks are facing aggressive competition, which requires additional efforts in order to ensure survival at the competitive and unpredictable market. Customers are the essence and basis of the banking sector's development. Banks cannot function without customers. This is why Customer Relationship Management (CRM is of strategic importance for the banking sector. CRM helps banks to achieve profit by establishing long-term relations. High-quality customer relationship management is only possible with the support of a sound IT system. The practice among companies has shown that investments in the CRM system and customer relations are usually intuitive and based on the management's experience, with no detailed investment plan as in the case of other investment fields. Banks have realized that customer relationship management is an extremely significant factor of their success. CRM is a strategy that may help them build long-term relations with their clients, thereby increasing their profit through an adequate management system and implementation of customer-oriented strategy.

  10. Idaho National Laboratory Cultural Resource Management Plan

    Energy Technology Data Exchange (ETDEWEB)

    Lowrey, Diana Lee

    2009-02-01

    As a federal agency, the U.S. Department of Energy has been directed by Congress, the U.S. president, and the American public to provide leadership in the preservation of prehistoric, historic, and other cultural resources on the lands it administers. This mandate to preserve cultural resources in a spirit of stewardship for the future is outlined in various federal preservation laws, regulations, and guidelines such as the National Historic Preservation Act, the Archaeological Resources Protection Act, and the National Environmental Policy Act. The purpose of this Cultural Resource Management Plan is to describe how the Department of Energy, Idaho Operations Office will meet these responsibilities at the Idaho National Laboratory. This Laboratory, which is located in southeastern Idaho, is home to a wide variety of important cultural resources representing at least 13,500 years of human occupation in the southeastern Idaho area. These resources are nonrenewable; bear valuable physical and intangible legacies; and yield important information about the past, present, and perhaps the future. There are special challenges associated with balancing the preservation of these sites with the management and ongoing operation of an active scientific laboratory. The Department of Energy, Idaho Operations Office is committed to a cultural resource management program that accepts these challenges in a manner reflecting both the spirit and intent of the legislative mandates. This document is designed for multiple uses and is intended to be flexible and responsive to future changes in law or mission. Document flexibility and responsiveness will be assured through annual reviews and as-needed updates. Document content includes summaries of Laboratory cultural resource philosophy and overall Department of Energy policy; brief contextual overviews of Laboratory missions, environment, and cultural history; and an overview of cultural resource management practices. A series of

  11. Idaho National Laboratory Cultural Resource Management Plan

    Energy Technology Data Exchange (ETDEWEB)

    Lowrey, Diana Lee

    2011-02-01

    As a federal agency, the U.S. Department of Energy has been directed by Congress, the U.S. president, and the American public to provide leadership in the preservation of prehistoric, historic, and other cultural resources on the lands it administers. This mandate to preserve cultural resources in a spirit of stewardship for the future is outlined in various federal preservation laws, regulations, and guidelines such as the National Historic Preservation Act, the Archaeological Resources Protection Act, and the National Environmental Policy Act. The purpose of this Cultural Resource Management Plan is to describe how the Department of Energy, Idaho Operations Office will meet these responsibilities at the Idaho National Laboratory. This Laboratory, which is located in southeastern Idaho, is home to a wide variety of important cultural resources representing at least 13,500 years of human occupation in the southeastern Idaho area. These resources are nonrenewable; bear valuable physical and intangible legacies; and yield important information about the past, present, and perhaps the future. There are special challenges associated with balancing the preservation of these sites with the management and ongoing operation of an active scientific laboratory. The Department of Energy, Idaho Operations Office is committed to a cultural resource management program that accepts these challenges in a manner reflecting both the spirit and intent of the legislative mandates. This document is designed for multiple uses and is intended to be flexible and responsive to future changes in law or mission. Document flexibility and responsiveness will be assured through annual reviews and as-needed updates. Document content includes summaries of Laboratory cultural resource philosophy and overall Department of Energy policy; brief contextual overviews of Laboratory missions, environment, and cultural history; and an overview of cultural resource management practices. A series of

  12. Idaho National Laboratory Cultural Resource Management Plan

    Energy Technology Data Exchange (ETDEWEB)

    Julie Braun Williams

    2013-02-01

    As a federal agency, the U.S. Department of Energy has been directed by Congress, the U.S. president, and the American public to provide leadership in the preservation of prehistoric, historic, and other cultural resources on the lands it administers. This mandate to preserve cultural resources in a spirit of stewardship for the future is outlined in various federal preservation laws, regulations, and guidelines such as the National Historic Preservation Act, the Archaeological Resources Protection Act, and the National Environmental Policy Act. The purpose of this Cultural Resource Management Plan is to describe how the Department of Energy, Idaho Operations Office will meet these responsibilities at Idaho National Laboratory in southeastern Idaho. The Idaho National Laboratory is home to a wide variety of important cultural resources representing at least 13,500 years of human occupation in the southeastern Idaho area. These resources are nonrenewable, bear valuable physical and intangible legacies, and yield important information about the past, present, and perhaps the future. There are special challenges associated with balancing the preservation of these sites with the management and ongoing operation of an active scientific laboratory. The Department of Energy, Idaho Operations Office is committed to a cultural resource management program that accepts these challenges in a manner reflecting both the spirit and intent of the legislative mandates. This document is designed for multiple uses and is intended to be flexible and responsive to future changes in law or mission. Document flexibility and responsiveness will be assured through regular reviews and as-needed updates. Document content includes summaries of Laboratory cultural resource philosophy and overall Department of Energy policy; brief contextual overviews of Laboratory missions, environment, and cultural history; and an overview of cultural resource management practices. A series of appendices

  13. 16 CFR 1000.22 - Office of Human Resources Management.

    Science.gov (United States)

    2010-01-01

    ... 16 Commercial Practices 2 2010-01-01 2010-01-01 false Office of Human Resources Management. 1000... ORGANIZATION AND FUNCTIONS § 1000.22 Office of Human Resources Management. The Office of Human Resources Management, which is managed by the Director of the Office, provides human resources management support to...

  14. A COLLABORATIVE PERSPECTIVE OF CRM

    Directory of Open Access Journals (Sweden)

    Nicolae Marginean

    2009-05-01

    Full Text Available Today, companies are becoming more customer focused, trying to adapt their business systems in order to be more responsive to the ever-changing needs of customers. CRM software gives a new face to the relationship with the customer, using the new technolo

  15. Managing service quality: Human resource management strategies

    Directory of Open Access Journals (Sweden)

    K. K. Govender

    2000-06-01

    Full Text Available This article reports the results of an empirical evaluation of a conceptual service encounter management model (Govender, 1999. The various hypotheses proposed to show a relationship between formal and informal socialisation strategies, and the bank employees' perception of the organisational climate and their role are empirically evaluated. Furthermore, the mediated effects of these socialization tactics on the bank customers perception of the service quality was also ascertained by matching a random sample of 210 bank employees with 1050 customers. Opsomming Hierdie artikel rapporteer die resultate van n empiriese evaluering van n konseptuele dienservaringsbestuursmodel (Govender, 1999. Verskeie hipoteses word voorgehou om n verband tussen formele en informele sosialise- ringstrategiee aan te toon, en die bankwerkers se persepsie van die organisatoriese klimaat en hulle rolle word empirics geevalueer.Verder word die modererende effek van hierdie sosialiseringstrategie op die bankkliente se persepsie van dienskwaliteit bepaal deur 'n ewekansige steekproefvan 210 bankwerkers met 1050 kliente af te paar.

  16. Turning Video Resource Management into Cloud Computing

    Directory of Open Access Journals (Sweden)

    Weili Kou

    2016-07-01

    Full Text Available Big data makes cloud computing more and more popular in various fields. Video resources are very useful and important to education, security monitoring, and so on. However, issues of their huge volumes, complex data types, inefficient processing performance, weak security, and long times for loading pose challenges in video resource management. The Hadoop Distributed File System (HDFS is an open-source framework, which can provide cloud-based platforms and presents an opportunity for solving these problems. This paper presents video resource management architecture based on HDFS to provide a uniform framework and a five-layer model for standardizing the current various algorithms and applications. The architecture, basic model, and key algorithms are designed for turning video resources into a cloud computing environment. The design was tested by establishing a simulation system prototype.

  17. Resource Management in Constrained Dynamic Situations

    Science.gov (United States)

    Seok, Jinwoo

    Resource management is considered in this dissertation for systems with limited resources, possibly combined with other system constraints, in unpredictably dynamic environments. Resources may represent fuel, power, capabilities, energy, and so on. Resource management is important for many practical systems; usually, resources are limited, and their use must be optimized. Furthermore, systems are often constrained, and constraints must be satisfied for safe operation. Simplistic resource management can result in poor use of resources and failure of the system. Furthermore, many real-world situations involve dynamic environments. Many traditional problems are formulated based on the assumptions of given probabilities or perfect knowledge of future events. However, in many cases, the future is completely unknown, and information on or probabilities about future events are not available. In other words, we operate in unpredictably dynamic situations. Thus, a method is needed to handle dynamic situations without knowledge of the future, but few formal methods have been developed to address them. Thus, the goal is to design resource management methods for constrained systems, with limited resources, in unpredictably dynamic environments. To this end, resource management is organized hierarchically into two levels: 1) planning, and 2) control. In the planning level, the set of tasks to be performed is scheduled based on limited resources to maximize resource usage in unpredictably dynamic environments. In the control level, the system controller is designed to follow the schedule by considering all the system constraints for safe and efficient operation. Consequently, this dissertation is mainly divided into two parts: 1) planning level design, based on finite state machines, and 2) control level methods, based on model predictive control. We define a recomposable restricted finite state machine to handle limited resource situations and unpredictably dynamic environments

  18. CRM NAS ORGANIZAÇÕES

    Directory of Open Access Journals (Sweden)

    Leonardo Arruda Ribas

    2005-06-01

    Full Text Available Frente às forças impostas pela globalização, Internet e evolução tecnológica, aliadas a uma era de descontinuidade, tem-se como resultado um novo tipo de consumidor, mais questionador e exigente, que as organizações têm de conquistar, de forma a atingir sua fidelização. Várias são as empresas que trabalham para conhecer melhor os seus clientes, operando mudanças das culturais organizacionais, que passam a ter o foco nas necessidades do seu público. Nesse contexto, muitas organizações implementam o CRM (Customer relationship management, objetivando maior integração com os clientes, através da coleta de informações sobre as atividades e necessidades destes, para entender o seu comportamento, obter sua satisfação e, conseqüentemente, sua retenção. Este trabalho pretende esclarecer a experiência do CRM e de sua implantação no âmbito internacional e nacional. Verificou-se forte tendência não apenas mundial, mas também das organizações brasileiras, à implementação do CRM. Uma das exigências fundamentais para sua implementação de sucesso é o completo entendimento dessa filosofia de trabalho e sua absorção pela cultura da organização. Outro aspecto relevante é a contribuição do suporte eletrônico (softwares na integração entre as vendas, o marketing e as funções de apoio ao cliente.

  19. Optimizing the marketing interventions mix in intermediate-term CRM

    NARCIS (Netherlands)

    R.T. Rust (Roland); P.C. Verhoef (Peter)

    2005-01-01

    textabstractWe provide a fully personalized model for optimizing multiple marketing interventions in intermediate-term customer relationship management (CRM). We derive theoretically based propositions on the moderating effects of past customer behavior and conduct a longitudinal validation test to

  20. Optimizing the marketing interventions mix in intermediate-term CRM

    NARCIS (Netherlands)

    Rust, RT; Verhoef, PC

    2005-01-01

    W e provide a fully personalized model for optimizing multiple marketing interventions in intermediate-term customer relationship management (CRM). We derive theoretically based propositions on the moderating effects of past customer behavior and conduct a longitudinal validation test to compare the

  1. Technology adoption in nonrenewable resource management

    International Nuclear Information System (INIS)

    Cunha-e-Sa, Maria A.; Balcao Reis, Ana; Roseta-Palma, Catarina

    2009-01-01

    Technological change has played an important role in models of nonrenewable resource management, since its presence mitigates the depletion effect on extraction costs over time. We formalize the problem of a competitive nonrenewable resource extracting firm faced with the possibility of technology adoption. Based on a quadratic extraction cost function, our results show that the expected net benefits from adoption increase both with the size of the resource stock and with prices. A boundary that separates the region where expected net benefits are positive from the one where they are negative is derived. (author)

  2. Resource management in utility and cloud computing

    CERN Document Server

    Zhao, Han

    2013-01-01

    This SpringerBrief reviews the existing market-oriented strategies for economically managing resource allocation in distributed systems. It describes three new schemes that address cost-efficiency, user incentives, and allocation fairness with regard to different scheduling contexts. The first scheme, taking the Amazon EC2? market as a case of study, investigates the optimal resource rental planning models based on linear integer programming and stochastic optimization techniques. This model is useful to explore the interaction between the cloud infrastructure provider and the cloud resource c

  3. De weg naar een succesvolle CRM-implementatie! TNO CRM Clusterplan Handleiding CRM-implementatie

    NARCIS (Netherlands)

    Kardol, H.; Loon, J. van; Oerlemans, K.

    2006-01-01

    Natuurlijk proberen CRM leveranciers u als klant hierin zo goed mogelijk te ondersteunen maar dan nog is het lastig om voor de betrokken partijen een gezamenlijk referentiekader te creëren. Hierdoor komt het nog regelmatig voor dat de verwachtingen bij de afnemer niet waargemaakt worden waardoor de

  4. The Effectiveness Of The Intelligence E-CRM Application In Enhancing Positive Customer Relationships

    Directory of Open Access Journals (Sweden)

    Bashar Ahmed

    2015-07-01

    Full Text Available AbstractE-CRM electronic customer relationship management is a derivation from CRM techniques which influenced direct marketing technology and call Centre to promote massively created products and services to small sub-segments of market. When CRM techniques are incorporated in e-commerce environment it becomes E-CRM which involves building a strong and sustainable customer relationship by using Internet. It is a strategy which is purely based on Internet and software development it requires to create essential integrated software suite to deal with all kinds of customer related issues like customer services sales and marketing field support. The essential parts of E-CRM are to focus on building new customer base segmentation of high valued customers enhancing the profitability of existing customer and maximize the value and life of profitable customers.

  5. Sustainable exploitation and management of aquatic resources

    DEFF Research Database (Denmark)

    Neuenfeldt, Stefan; Köster, Fritz

    2014-01-01

    DTU Aqua conducts research, provides advice,educates at university level and contributes toinnovation in sustainable exploitation andmanagement of aquatic resources. The vision of DTUAqua is to enable ecologically and economicallysustainable exploitation of aquatic resourcesapplying an integrated...... management. Marineecosystems aims at understanding the mechanisms that govern the interaction between individuals,species and populations in an ecosystem enabling us to determine the stability and flexibility of theecosystem.Marine living resources looks at the sustainable utilization of fish and shellfish...... stocks.Ecosystem effects expands from the ecosystem approach to fisheries management to an integratedapproach where other human activities are taken into consideration. Fisheries management developsmethods, models and tools for predicting and evaluating the effects of management measures andregulations...

  6. HUMAN RESOURCES MANAGEMENT IN ADVERTISING AGENCY

    Directory of Open Access Journals (Sweden)

    Cristina LEOVARIDIS

    2009-01-01

    Full Text Available The paper presents advertising agencies as a new type of knowledge-basedorganizations (knowledge-intensive organizations, whose essential resourceis its people with their competences, in conditions in which in the presentsociety knowledge is becoming the most important source of competitiveadvantage for current organizations. Such professional services firms have topractice a particular type of management, focused on their employees, onthier aspirations and satisfaction, therefore the component processes of thehuman resources management (recruitment, selection, integration, motivationetc. have a particularly important role in obtaining employees’ loyalty andincreasing their performance and consequently in the survival anddevelopment of the company. The empirical research used case studiesbased on in-depth interviews with managers in Bucharest advertisingorganizations, but also a survey through questionnaire sent by e-mail toadvertisers across the country, to provide a clear picture on thecharacteristics of human resources management in Romanian advertisingagencies.

  7. Human Resource Management in the Enhancement Processes of Knowledge Management

    Directory of Open Access Journals (Sweden)

    Didi Sundiman

    2017-11-01

    Full Text Available This research explored Human Resource Management (HRM in enhancement processes of knowledge management. This research explored how HRM practice enhanced the operational of knowledge management. Data were collected by a survey by interviewing 12 informants from Small and Medium Enterprise (SME. The results show that HRM practice gives initiative in the enhancement process of the knowledge management strategy applied to the company. It can be concluded that each sub-component of HRM affects the components of knowledge management, and HRM is highly influential and has a positive effect on quality management processes and vice versa in the work environment.

  8. Appraisal of CRM implementation as business strategy option in times of recession: The role of perceived value and benefits

    OpenAIRE

    Chrysa; Sotirios; Dimitrios

    2018-01-01

    The present work investigates Customer Relationship Management (CRM) implementation and performance during the fiscal crisis in Greece based on an appropriate questionnaire. All acquired responses using the questionnaire are suitably analysed using advanced statistical techniques, and show that Greek companies employ CRM, harvesting many of its benefits. Specifically, survey results show that most companies are satisfied by the implementation of CRM strategy and seem to recognize the vital st...

  9. Bridging the gap between landscape ecologyand natural resource management

    Science.gov (United States)

    Monica G. Turner; Thomas R. Crow; Jianguo Liu; Dale Rabe; Charles F. Rabeni; Patricia A. Soranno; William W. Taylor; Kristiina A. Vogt; John A. Wiens

    2002-01-01

    The challenges facing natural resource managers occur over entire landscapes and involve landscape components at many scales. Many resource managers are shifting their approach from managing resources such as fish, wildlife, and water separately to managing for the integrity of entire ecosystems (Christensen et al., 1996). Indeed, nearly all resource...

  10. Power/Knowledge in Natural Resource Management

    NARCIS (Netherlands)

    Duineveld, Martijn; Van Assche, Kristof; Beunen, R.

    2017-01-01

    This special issue of Journal of Environmental Policy & Planning draws the attention to ongoing concerns about the management of natural resources (NRM): their exploration, extraction, processing, and commodification is still happening in ways that are perceived to be socially unjust and

  11. Strategic human resource management practices and ...

    African Journals Online (AJOL)

    This paper examined the theoretical perspectives of Strategic Human Resource Management Practices (SHRMPs) and organizational growth. The essence was to establish a relationship between SHRMPs and organizational growth. A qualitative research approach was adopted in an attempt to draw a relationship ...

  12. Resource Management in Tactical Military Networks

    Science.gov (United States)

    2006-12-01

    FGAN FORSCHUNGSINSTITUT FÜR KOMMUNIKATION, INFORMATIONSVERARBEITUNG UND ERGONOMIE KIEKOMMUNIKATION Resource Management in Tactical Military Networks...Martin Lies, Peter Sevenich, Christoph Karg, Christoph Barz Nr: 2 FGAN FORSCHUNGSINSTITUT FÜR KOMMUNIKATION, INFORMATIONSVERARBEITUNG UND ERGONOMIE ...Communication with IPSec in Tunnelmode Nr: 3 FGAN FORSCHUNGSINSTITUT FÜR KOMMUNIKATION, INFORMATIONSVERARBEITUNG UND ERGONOMIE KIEKOMMUNIKATION IPSec in

  13. Power/knowledge and natural resource management

    NARCIS (Netherlands)

    Assche, Van Kristof; Beunen, Raoul; Duineveld, Martijn; Gruezmacher, Monica

    2017-01-01

    In this paper, we present a conceptual framework extending Foucaultian insights on the relations between power and knowledge to link up with current insights into studies of natural resource management (NRM) and more broadly environmental studies. We classify discourses in NRM according to

  14. Resource Guide for Crisis Management in Schools.

    Science.gov (United States)

    LaPointe, Richard T.; And Others

    A crisis can occur at any time, whether or not a school's staff plans for it. This resource guide is a compilation of user-friendly examples of policies, procedures, guidelines, checklists, and forms to help Virginia schools develop and implement a systematic crisis-management plan. Chapter 1 provides an introductory overview of the essential…

  15. Human Resource management, Institutionalisation and Organisational Performance

    NARCIS (Netherlands)

    J.P.P.E.F. Boselie (Paul); J. Paauwe (Jaap); R. Richardson

    2002-01-01

    textabstractThe relationship between Human Resource Management (HRM) and firm performance has been a hotly debated topic over the last decade, especially in the United States (e.g. Osterman, 1994; Huselid, 1995; MacDuffie, 1995). The question arises whether the domination of USA oriented models,

  16. Communication, Scheduling, and Resource Management in SINA

    NARCIS (Netherlands)

    Tripathi, A.; Aksit, Mehmet

    1988-01-01

    In this article we present the object-oriented constructs for communication and concurrent programming in the SINA programming language. The object encapsulation mechanism of SINA allows implementations of hierarchically structured resource management systems and alleviates some of the problems that

  17. Collaborative Governance Models for Managing Aquatic Resources ...

    International Development Research Centre (IDRC) Digital Library (Canada)

    Collaborative Governance Models for Managing Aquatic Resources and Fisheries in the Peruvian ... The idea is to consolidate this knowledge in a model for the participatory ... Linking research to urban planning at the ICLEI World Congress 2018 ... In partnership with UNESCO's Organization for Women in Science for the ...

  18. Lake Victoria water resources management challenges and ...

    African Journals Online (AJOL)

    ... governing management measures capable of meeting the needs of riparian states and ensuring sustainability within the basin is highlighted. Keywords: biodiversity loss; East Africa; eutrophication; heavy metal pollution; international treaties; Nile Basin; shared water resources. African Journal of Aquatic Science 2008, ...

  19. Sustainable Aquatic Resource Management Initiative | CRDI ...

    International Development Research Centre (IDRC) Digital Library (Canada)

    Increasing numbers of stakeholders are recognizing the need for changes in the way aquatic ecosystems are governed. ... for Resource Management and Environmental Studies (CERMES), University of the West Indies, on the application of new thinking (resilience, Complex Adaptive Systems theory) to coastal practices.

  20. Sustainable Aquatic Resource Management Initiative | IDRC ...

    International Development Research Centre (IDRC) Digital Library (Canada)

    ... identify key choices in a state-of-the-art publication. They will also undertake field research in collaboration with the Centre for Resource Management and Environmental Studies (CERMES), University of the West Indies, on the application of new thinking (resilience, Complex Adaptive Systems theory) to coastal practices.

  1. GENDER INEQUALITY AND HUMAN RESOURCE MANAGEMENT ...

    African Journals Online (AJOL)

    LUCY

    curtail women's participation in paid work, are actually civic responsibilities for society at ... KEYWORDS: Gender inequality, paid work, human resource management, ... treated on the basis of stereotypical ideas about ... ability such that on average, males are 10% taller, .... posits that because women pose a threat to men's.

  2. Managing resource revenues in developing economies

    NARCIS (Netherlands)

    Collier, Paul; Van Der Ploeg, Rick; Spence, Michael; Venables, Anthony J.

    2010-01-01

    This paper addresses the efficient management of natural resource revenues in capital-scarce developing economies. It departs from usual prescriptions based on the permanent income hypothesis and argues that capital-scarce countries should prioritize domestic investment. Because revenue streams are

  3. Human resource development for management of decommissioning

    International Nuclear Information System (INIS)

    Tanaka, Kenichi

    2017-01-01

    This paper described the contents of 'Human resource development for the planning and implementation of safe and reasonable nuclear power plant decommissioning' as the nuclear human resource development project by the Ministry of Education, Culture, Sports, Science and Technology. The decommissioning of a nuclear power plant takes 30 to 40 years for its implementation, costing tens of billions of yen. As the period of decommissioning is almost the same as the operation period, it is necessary to provide a systematic and continuous supply of engineers who understand the essence of the decommissioning project. The engineers required here should have project management ability to take charge of preparation, implementation, and termination of decommissioning, and have the ability to perform not only technology, but also factor management, cost management, and the like. As the preconditions of these abilities, it is important to develop human resources who possess qualities that can oversee decommissioning in the future. The contents of human resource education are as follows; (1) desk training (teaching materials: facilities of nuclear power plants, management of nuclear fuels, related laws, decommissioning work, decontamination, dismantling, disposal of waste, etc.), (2) field training (simulators, inspection of power station under decommissioning, etc.), (3) practical training (radiation inventory evaluation, and safety assessment), and (4) inspection of overseas decommissioning, etc. (A.O.)

  4. Framework of Resource Management for Intercloud Computing

    Directory of Open Access Journals (Sweden)

    Mohammad Aazam

    2014-01-01

    Full Text Available There has been a very rapid increase in digital media content, due to which media cloud is gaining importance. Cloud computing paradigm provides management of resources and helps create extended portfolio of services. Through cloud computing, not only are services managed more efficiently, but also service discovery is made possible. To handle rapid increase in the content, media cloud plays a very vital role. But it is not possible for standalone clouds to handle everything with the increasing user demands. For scalability and better service provisioning, at times, clouds have to communicate with other clouds and share their resources. This scenario is called Intercloud computing or cloud federation. The study on Intercloud computing is still in its start. Resource management is one of the key concerns to be addressed in Intercloud computing. Already done studies discuss this issue only in a trivial and simplistic way. In this study, we present a resource management model, keeping in view different types of services, different customer types, customer characteristic, pricing, and refunding. The presented framework was implemented using Java and NetBeans 8.0 and evaluated using CloudSim 3.0.3 toolkit. Presented results and their discussion validate our model and its efficiency.

  5. Human resource management at 'AD Imlek Belgrade'

    Directory of Open Access Journals (Sweden)

    Samardžić Maja

    2016-01-01

    Full Text Available Human resources include overall human potential within an organization: the available knowledge and experience, usable skills and abilities, possible ideas and creations, the level of motivation and interest in the achievement of organizational objectives, etc. The objective of this paper is to highlight the role and importance of human resource management (HRM in achieving business success, based on the analysis of the most important theoretical and practical aspects of human resource management at the 'Imlek' Company. This study required the use of different methods and techniques such as: content analysis, case study, observation, testing and systemic approach. The study showed that sale of the Imlek Company products was widespread in the country and the region. An ongoing market advantage is achieved due to a high quality standard of products, and primarily due to an effective management of human resources. Company management should make formalization and unification, and implement a set of measures in order to improve discipline of the employees. Top workers should be motivated through incentives for performance and innovation.

  6. Participation in community based natural resource management ...

    African Journals Online (AJOL)

    The study was on participation in Community Based Natural Resource Management Programme (CBNRMP) and its socio-economic effect on rural families in Ikwerre Area, Rivers State Nigeria. A structured questionnaire was administered to 60 beneficiaries of the programme. Data collected were subjected to descriptive ...

  7. Managing Academic Libraries with Fewer Resources.

    Science.gov (United States)

    Riggs, Donald E.

    1992-01-01

    A discussion of academic library management during retrenchment looks at a variety of issues, including staffing needs in the labor-intensive library environment, acquisitions budgeting, interlibrary cooperation (ownership vs. access to resources), entrepreneurship and strategic planning for problem solving, and use of total quality management…

  8. Human resource management and technological challenges

    CERN Document Server

    Davim, J

    2014-01-01

    This book focuses on the challenges and changes that new technologies bring to human resources (HR) of modern organizations. It examines the technological implications of the last changes taking place and how they affect the management and motivation of human resources belonging to these organizations. It looks for ways to understand and perceive how organizational HR, individually and as a team, conceptualize, invent, adapt, define and use organizational technology, as well as how they are constrained by features of it. The book provides discussion and the exchange of information on principles, strategies, models, techniques, methodologies and applications of human resources management and technological challenges and changes in the field of industry, commerce and services.

  9. Community-based natural resource management

    DEFF Research Database (Denmark)

    Treue, Thorsten; Nathan, Iben

    that deliver credible and easily accessible information. Checks and balances can be supported through civil society as well as the media. Finally, the private sector plays a key and potentially beneficial role in the harvest, transport and marketing of CBNRM products. Thus, dialogue partners should include......This technical note is the product of a long process of consultation with a wide range of resource persons who have over the years been involved in the Danish support to Community Based Natural Resource Management. It gives a brief introduction to community-based natural resource management (CBNRM...... from CBNRM will be useful when designing community-based climate adaptation strategies. Thus, this note is a contribution to an ongoing debate as well as a product of the long-standing experiences of Danida's environmental portfolio. CBNRM is not a stand-alone solution to secure poverty reduction...

  10. The VTIE telescope resource management system

    Science.gov (United States)

    Busschots, B.; Keating, J. G.

    2005-06-01

    The VTIE Telescope Resource Management System (TRMS) provides a frame work for managing a distributed group of internet telescopes as a single "Virtual Observatory". The TRMS provides hooks which allow for it to be connected to any Java Based web portal and for a Java based scheduler to be added to it. The TRMS represents each telescope and observatory in the system with a software agent and then allows the scheduler and web portal to communicate with these distributed resources in a simple transparent way, hence allowing the scheduler and portal designers to concentrate only on what they wish to do with these resources rather than how to communicate with them. This paper outlines the structure and implementation of this frame work.

  11. Evaluation of performance and efficiency of the CRM

    OpenAIRE

    Renata Miklencicova; Bronislava Capkovicova

    2013-01-01

    In order to achieve customer satisfaction, enterprises must manage their own value chains together with their complete system of proving customer oriented values. The aim of enterprises is not only customer acquisition, but mainly their retention. It is customer relationship management that deals with this issue. However, the question raised is how to measure the level of customer relationship management (CRM). This issue is addressed in our contribution.

  12. Evaluating risk management strategies in resource planning

    International Nuclear Information System (INIS)

    Andrews, C.J.

    1995-01-01

    This paper discusses the evaluation of risk management strategies as a part of integrated resource planning. Value- and scope-related uncertainties can be addressed during the process of planning, but uncertainties in the operating environment require technical analysis within planning models. Flexibility and robustness are two key classes of strategies for managing the risk posed by these uncertainties. This paper reviews standard capacity expansion planning models and shows that they are poorly equipped to compare risk management strategies. Those that acknowledge uncertainty are better at evaluating robustness than flexibility, which implies a bias against flexible options. Techniques are available to overcome this bias

  13. Environmental Restoration Information Resource Management Program Plan

    Energy Technology Data Exchange (ETDEWEB)

    1994-09-01

    The Environmental Restoration Information Resources Management (ER IRM) Program Plan defines program requirements, organizational structures and responsibilities, and work breakdown structure and to establish an approved baseline against which overall progress of the program as well as the effectiveness of its management will be measured. This plan will guide ER IRM Program execution and define the program`s essential elements. This plan will be routinely updated to incorporate key decisions and programmatic changes and will serve as the project baseline document. Environmental Restoration Waste Management Program intersite procedures and work instructions will be developed to facilitate the implementation of this plan.

  14. Environmental Restoration Information Resource Management Program Plan

    International Nuclear Information System (INIS)

    1994-09-01

    The Environmental Restoration Information Resources Management (ER IRM) Program Plan defines program requirements, organizational structures and responsibilities, and work breakdown structure and to establish an approved baseline against which overall progress of the program as well as the effectiveness of its management will be measured. This plan will guide ER IRM Program execution and define the program's essential elements. This plan will be routinely updated to incorporate key decisions and programmatic changes and will serve as the project baseline document. Environmental Restoration Waste Management Program intersite procedures and work instructions will be developed to facilitate the implementation of this plan

  15. Human resource management in international organizations

    Directory of Open Access Journals (Sweden)

    Sonja Treven

    2001-01-01

    Full Text Available In the paper, the author first presents various approaches to the management and recruitment of employees in subsidiaries that the company has established in different countries. Then, she turns her attention to the basic functions of international human resource management, among them recruitment and selection of new employees, development and training of employees, assessment of work efficiency, as well as remuneration of employees. As the expatriates are often given special attention by their work organizations, she concludes the paper with the description of the additional challanges occurring in the management of these employees.

  16. Incorporating permaculture and strategic management for sustainable ecological resource management.

    Science.gov (United States)

    Akhtar, Faiza; Lodhi, Suleman A; Khan, Safdar Shah; Sarwar, Farhana

    2016-09-01

    Utilization of natural assets to the best efficient level without changing natural balance has become a critical issue for researchers as awareness on climate change takes central position in global debate. Conventional sustainable resource management systems are based on neoclassical economic approach that ignores the nature's pattern and therefore are not actually capable of sustainable management of resources. Environmentalists are lately advocating incorporation of Permaculture as holistic approach based on ethics, equitable interaction with eco-systems to obtain sustainability. The paper integrates philosophy of permaculture with strategic management frameworks to develop a pragmatic tool for policy development. The policy design tool augments management tasks by integrating recording of natural assets, monitoring of key performance indicators and integration of sectorial policies in real time, bringing out policy as a truly live document. The tool enhances the edifice process, balancing short term viewpoints and long term development to secure renewability of natural resources. Copyright © 2016 Elsevier Ltd. All rights reserved.

  17. Perceptions of forest resource use and management in two village ...

    African Journals Online (AJOL)

    Perceptions of forest resource use and management in two village ... parts of the developing world in terms of their use and management of natural forest resources ... Neither group was aware of current or future management strategies for the ...

  18. Data Mining for CRM

    Science.gov (United States)

    Thearling, Kurt

    Data Mining technology allows marketing organizations to better understand their customers and respond to their needs. This chapter describes how Data Mining can be combined with customer relationship management to help drive improved interactions with customers. An example showing how to use Data Mining to drive customer acquisition activities is presented.

  19. Resources planning for radiological incidents management

    Science.gov (United States)

    Hamid, Amy Hamijah binti Ab.; Rozan, Mohd Zaidi Abd; Ibrahim, Roliana; Deris, Safaai; Yunus, Muhd. Noor Muhd.

    2017-01-01

    Disastrous radiation and nuclear meltdown require an intricate scale of emergency health and social care capacity planning framework. In Malaysia, multiple agencies are responsible for implementing radiological and nuclear safety and security. This research project focused on the Radiological Trauma Triage (RTT) System. This system applies patient's classification based on their injury and level of radiation sickness. This classification prioritizes on the diagnostic and treatment of the casualties which include resources estimation of the medical delivery system supply and demand. Also, this system consists of the leading rescue agency organization and disaster coordinator, as well as the technical support and radiological medical response teams. This research implemented and developed the resources planning simulator for radiological incidents management. The objective of the simulator is to assist the authorities in planning their resources while managing the radiological incidents within the Internal Treatment Area (ITA), Reception Area Treatment (RAT) and Hospital Care Treatment (HCT) phases. The majority (75%) of the stakeholders and experts, who had been interviewed, witnessed and accepted that the simulator would be effective to resolve various types of disaster and resources management issues.

  20. Economic Requirements of Water Resources Management

    Directory of Open Access Journals (Sweden)

    Nasser Khiabani

    2017-03-01

    Full Text Available Indicators of water resources status and water consumption in Iran reveal an imbalance between supply and demand. This is compounded by the current unrealistic water price that signals the inefficiency of the water market in Iran. In economics parlance, the most important factors responsible for the low efficiency of water market are inaccurate valuation and failure to define the ownership rights of water. Low prices, low sensitivity of water demand to prices, and the lack of proper inputs as substitutes for water resources have collectively contributed to excessive pressures on the available water resources for domestic, industrial, and agricultural uses. A brief glance reveals that water resources in Iran are merely priced based on cost accounting. This is while study has shown that developed countries adopt approaches to water pricing that not only consider the final cost of water but also take into account such other parameters that are affected by intrinsic value of water including its bequest and existence values. The present paper draws upon the concepts of value, expenses, and pricing of water in an attempt to explore the marketing and pricing of water resources as the two major tools economists employ in the management of these resources. It is the objective of the study to arrive at an accurate definition of ownership rights of water resources to improve upon the present water marketing. In doing so, the more important components of modern pricing strategies adopted by developed nations will also be investigated. Results indicate that the present cost accounting method used in pricing water in Iran will in the long-run lead to the wastage of water resources and that it should, therefore, be given up in favor modern and more realistic policies to avoid such waste of resources.

  1. A multi-level approach of evaluating crew resource management training: a laboratory-based study examining communication skills as a function of team congruence.

    Science.gov (United States)

    Sauer, J; Darioly, A; Mast, M Schmid; Schmid, P C; Bischof, N

    2010-11-01

    The article proposes a multi-level approach for evaluating communication skills training (CST) as an important element of crew resource management (CRM) training. Within this methodological framework, the present work examined the effectiveness of CST in matching or mismatching team compositions with regard to hierarchical status and competence. There is little experimental research that evaluated the effectiveness of CRM training at multiple levels (i.e. reaction, learning, behaviour) and in teams composed of members of different status and competence. An experiment with a two (CST: with vs. without) by two (competence/hierarchical status: congruent vs. incongruent) design was carried out. A total of 64 participants were trained for 2.5 h on a simulated process control environment, with the experimental group being given 45 min of training on receptiveness and influencing skills. Prior to the 1-h experimental session, participants were assigned to two-person teams. The results showed overall support for the use of such a multi-level approach of training evaluation. Stronger positive effects of CST were found for subjective measures than for objective performance measures. STATEMENT OF RELEVANCE: This work provides some guidance for the use of a multi-level evaluation of CRM training. It also emphasises the need to collect objective performance data for training evaluation in addition to subjective measures with a view to gain a more accurate picture of the benefits of such training approaches.

  2. Stop hitting the woodwork! CRM for better fan-identification in Romanian second division football clubs

    Directory of Open Access Journals (Sweden)

    Roşca Vlad

    2017-07-01

    Full Text Available According to pundits, Romanian football is at an unprecedented low in terms of sporting quality and fan followship altogether. A mix of mismanagement and public regulations have transformed football clubs into under-financed organizations, unable to groom their academic work, raise quality players and, subsequently, perform at highest level which ultimately led to a decrease in entertainment on the pitch and of the numbers in attendance. Adding to this is the loss of brand identity that has created a rupture between clubs and their fan-bases. The paper aims to look at customer relationship management principles that lower-league clubs can use to build better fan relationships, while also identifying, using the same CRM optic, what actually led to the decline in quality. Second tier football has been chosen as opposed to top-flight because it consists of several clubs with development potential within their municipalities, because some of their problems are more stringent than in the upper league and, last but not least, in many cases, total attendance per game is as low as 50-300 people. The research starts with a general presentation of customer relationship management. In order to prepare CRM’s adaptation to the business of professional sports, some focus will be set on the services industry. The article then presents how CRM can be applied to sports, and, in the end, it narrows down to the specific case of Romanian football by starting the investigation from some of the challenges currently faced by the sport. Particular attention is granted to the online environment, as the latter one is host to a wide range of not very expensive CRM strategies and tactics that clubs can use, cost being a factor to be taken into account for a sector with scarce monetary resources. Last but not least, the paper ends with a set of recommendations as well as future ideas for research.

  3. Bayesian adaptive survey protocols for resource management

    Science.gov (United States)

    Halstead, Brian J.; Wylie, Glenn D.; Coates, Peter S.; Casazza, Michael L.

    2011-01-01

    Transparency in resource management decisions requires a proper accounting of uncertainty at multiple stages of the decision-making process. As information becomes available, periodic review and updating of resource management protocols reduces uncertainty and improves management decisions. One of the most basic steps to mitigating anthropogenic effects on populations is determining if a population of a species occurs in an area that will be affected by human activity. Species are rarely detected with certainty, however, and falsely declaring a species absent can cause improper conservation decisions or even extirpation of populations. We propose a method to design survey protocols for imperfectly detected species that accounts for multiple sources of uncertainty in the detection process, is capable of quantitatively incorporating expert opinion into the decision-making process, allows periodic updates to the protocol, and permits resource managers to weigh the severity of consequences if the species is falsely declared absent. We developed our method using the giant gartersnake (Thamnophis gigas), a threatened species precinctive to the Central Valley of California, as a case study. Survey date was negatively related to the probability of detecting the giant gartersnake, and water temperature was positively related to the probability of detecting the giant gartersnake at a sampled location. Reporting sampling effort, timing and duration of surveys, and water temperatures would allow resource managers to evaluate the probability that the giant gartersnake occurs at sampled sites where it is not detected. This information would also allow periodic updates and quantitative evaluation of changes to the giant gartersnake survey protocol. Because it naturally allows multiple sources of information and is predicated upon the idea of updating information, Bayesian analysis is well-suited to solving the problem of developing efficient sampling protocols for species of

  4. CRM training for nuclear power plant operator

    International Nuclear Information System (INIS)

    Ohsuga, Y.; Sudou, K.; Sugimura, Z.

    2008-01-01

    It is training which expects that as for feature of CRM training, trainees observe the image of their own simulator training and become aware of the state of their selves. With this training, it is important for training crew to understand the idea and the skill of the CRM training. The CRM training consists of the lecture in order to understand what it is, the observation of simulator training image and the de-briefing which trainees discuss after their simulator practices. (author)

  5. 41 CFR 105-53.143 - Information Resources Management Service.

    Science.gov (United States)

    2010-07-01

    ... 41 Public Contracts and Property Management 3 2010-07-01 2010-07-01 false Information Resources... FUNCTIONS Central Offices § 105-53.143 Information Resources Management Service. (a) Creation and authority. The Information Resources Management Service (IRMS), headed by the Commissioner, Information Resources...

  6. Adjusting water resources management to climate change

    Energy Technology Data Exchange (ETDEWEB)

    Riebsame, W E

    1988-01-01

    The nature of climate impacts and adjustment in water supply and flood management is discussed, and a case study of water manager response to climate fluctuation in California's Sacramento Basin is presented. The case illuminates the effect on climate impact and response of traditional management approaches, the dynamic qualities of maturing water systems, socially imposed constraints, and climate extremes. A dual pattern of crisis-response and gradual adjustment emerges, and specific mechanisms for effecting adjustment of water management systems are identified. The case study, and broader trends in US water development, suggest that oversized structural capacity, the traditional adjustment to climate variability in water resources, may prove less feasible in the future as projects become smaller and new facilities are delayed by economic and environmental concerns.

  7. Applying Landscape Science to Natural Resource Management

    Directory of Open Access Journals (Sweden)

    Guy M. Robinson

    2013-03-01

    Full Text Available This is the introduction to the Ecology and Society special feature on "Applying Landscape Science to Natural Resource Management". Primarily drawing upon examples from Australia, the nine papers in the feature illustrate how landscape science seeks to integrate information from diverse sources to generate management solutions for implementation by individual land managers, communities, and governments at different levels. This introduction refers to the genesis of the feature, briefly outlines the nature and content of landscape science, and then summarizes key features of the nine papers. These are organized into two sections: one deals with inputs from human agents in the landscape, and one with the development of models enabling different management scenarios and environmental changes to be envisaged, understood, and applied to policy development.

  8. Information technology resource management in radiation oncology.

    Science.gov (United States)

    Siochi, R Alfredo; Balter, Peter; Bloch, Charles D; Bushe, Harry S; Mayo, Charles S; Curran, Bruce H; Feng, Wenzheng; Kagadis, George C; Kirby, Thomas H; Stern, Robin L

    2009-09-02

    The ever-increasing data demands in a radiation oncology (RO) clinic require medical physicists to have a clearer understanding of the information technology (IT) resource management issues. Clear lines of collaboration and communication among administrators, medical physicists, IT staff, equipment service engineers and vendors need to be established. In order to develop a better understanding of the clinical needs and responsibilities of these various groups, an overview of the role of IT in RO is provided. This is followed by a list of IT related tasks and a resource map. The skill set and knowledge required to implement these tasks are described for the various RO professionals. Finally, various models for assessing one's IT resource needs are described. The exposition of ideas in this white paper is intended to be broad, in order to raise the level of awareness of the RO community; the details behind these concepts will not be given here and are best left to future task group reports.

  9. Human resource management practices stimulating knowledge sharing

    Directory of Open Access Journals (Sweden)

    Matošková Jana

    2017-12-01

    Full Text Available The major goal of the paper was to develop a theoretical framework that conceptualizes the indirect impact on human resource management practice on knowledge sharing in the organization. In the current competitive environment, the ability to use knowledge assets and to continuously renovate it is required for organizational success. Therefore, the field of human resource management should dedicate great effort to understanding how to enhance the knowledge flows within the organization. Theoretical indications were provided about HRM practices that influence the quality and quantity of knowledge sharing within an organization. Further, a conceptual model of relations between HRM practices and factors influencing knowledge sharing within an organization was introduced. It is supposed that HRM practices have direct impacts on personality traits of employees, organizational culture, characteristics of managers, and instruments used for knowledge sharing. Subsequently, these factors have direct effects on the perceived intensity of knowledge sharing. The paper offers 12 testable propositions for the indirect relation between HRM practices and knowledge sharing in the organization. The suggested model could assist future research to examine the influence of HRM practices upon managing knowledge is a more complex way. Via a theoretical contribution to the debate on the influence on HRM practices upon managing knowledge, the study contributes to further research development in this field.

  10. Evaluation of the implementation of CRM in developing countries

    OpenAIRE

    Almotairi, Mohammad AT

    2010-01-01

    This thesis was submitted for the degree of Doctor of Philosophy and awarded by Brunel University. Managing relations with customers has been a main concern for business organisations from different sizes and fields. Such a concern has grown rapidly in the last few decades for a number of reasons such as the development of new technologies especially in the field of information technology (IT). Customer Relationship Management (CRM) is a newly emerged concept in the fields of I...

  11. Crew resource management: applications in healthcare organizations.

    Science.gov (United States)

    Oriol, Mary David

    2006-09-01

    Healthcare organizations continue their struggle to establish a culture of open communication and collaboration. Lessons are learned from the aviation industry, which long ago acknowledged that most errors were the result of poor communication and coordination rather than individual mistakes. The author presents a review of how some healthcare organizations have successfully adopted aviation's curriculum called Crew Resource Management, which promotes and reinforces the conscious, learned team behaviors of cooperation, coordination, and sharing.

  12. Cultural resource management: The risk of compliance

    Energy Technology Data Exchange (ETDEWEB)

    Curtis, S.A.

    1994-02-01

    The statutory mandate for federal agencies to involve American Indians in the management of cultural resources may create a cultural risk for the people those statutes are intended to protect. A conceptual framework is given to help understand this dilemma. Factors that can exacerbate the severity of the adverse cultural impacts for tribal people are also examined. Policy recommendations are offered for reducing tensions among an the participants in the statutory process.

  13. Trh CRM systémů a jeho vývoj

    OpenAIRE

    Dudek, Martin

    2008-01-01

    The main aim of this diploma thesis is to create an overview of analytic CRM systems which are offered in the Czech Republic with the emphasis on systems which can be used for marketing processes of the firms. The overview contains the reflection of new trends in CRM systems and marketing and the development to the future. In the last decade there is a huge development of CRM systems, which are generally known as sales force automation and less as an instrument for marketing management of the...

  14. Game Theory in water resources management

    Science.gov (United States)

    Katsanevaki, Styliani Maria; Varouchakis, Emmanouil; Karatzas, George

    2015-04-01

    Rural water management is a basic requirement for the development of the primary sector and involves the exploitation of surface/ground-water resources. Rational management requires the study of parameters that determine their exploitation mainly environmental, economic and social. These parameters reflect the influence of irrigation on the aquifer behaviour and on the level-streamflow of nearby rivers as well as on the profit from the farming activity for the farmers' welfare. The question of rural water management belongs to the socio-political problems, since the factors involved are closely related to user behaviour and state position. By applying Game Theory one seeks to simulate the behaviour of the system 'surface/ground-water resources to water-users' with a model based on a well-known game, "The Prisoner's Dilemma" for economic development of the farmers without overexploitation of the water resources. This is a game of two players that have been extensively studied in Game Theory, economy and politics because it can describe real-world cases. The present proposal aims to investigate the rural water management issue that is referred to two competitive small partnerships organised to manage their agricultural production and to achieve a better profit. For the farmers' activities water is required and ground-water is generally preferable because consists a more stable recourse than river-water which in most of the cases in Greece are of intermittent flow. If the two farmer groups cooperate and exploit the agreed water quantities they will gain equal profits and benefit from the sustainable availability of the water recourses (p). If both groups overexploitate the resource to maximize profit, then in the medium-term they will incur a loss (g), due to the water resources reduction and the increase of the pumping costs. If one overexploit the resource while the other use the necessary required, then the first will gain great benefit (P), and the second will

  15. Enterprise Resource Planning, Operations and Management

    DEFF Research Database (Denmark)

    Hald, Kim Sundtoft; Mouritsen, Jan

    2013-01-01

    Purpose – This research aims to explore the enabling and constraining effects of enterprise resource planning (ERP) systems and speculate on how these can be linked to the four generic roles of operations management (OM) proposed by Slack et al. Design/methodology/approach – This research...... are linked conceptually. Based on the identified effects of ERP, the paper speculates on the managerial tasks of the production and operations manager (POM) in an ERP environment and lists a set of central concerns of potential relevance to POM and to future research. Research limitations...... for practicing POMs in managing the implementation and design of ERP to support the different domains of OM. Originality/value – Current studies of the effects of ERP and their link to the practice of OM tend to focus on one or a few roles of the emerging system. Such studies do not properly take into account...

  16. Knowledge and information management for integrated water resource management

    Science.gov (United States)

    Watershed information systems that integrate data and analytical tools are critical enabling technologies to support Integrated Water Resource Management (IWRM) by converting data into information, and information into knowledge. Many factors bring people to the table to participate in an IWRM fra...

  17. Implementing a CRM System in the Context of Internet Technologies

    Directory of Open Access Journals (Sweden)

    Alexandru Gavrilă

    2009-10-01

    Full Text Available The dynamics of the relationship with customers was fundamentally modified with the extremely fast evolution and development of theInternet, as a new channel of communication also as an opportunity to effective fast dissemination. The Internet shifted the ability to control themarket from seller to buyers and led to the fundamental modification of the relations with clients. The new client that comes from the Internetchannel is looking mainly for 24x7 accesses to seller’s information and resources. The Internet client wants right context and ease of navigation witheffective search tools. Ultimately, he is looking for a personalized buying experience, defined by ease of opening a personal account, ability to reviewhis shopping cart in real time. CRM (Customer Relationship Management is defined as the sum of business processes that an organization needs toexecute in order to identify, choose, buy, develop and retain its clients. The current article is aiming to present the current architecture designed tofulfil all these requirements.

  18. 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...

  19. Managing Climate Risk to Agriculture and Water Resources in South ...

    International Development Research Centre (IDRC) Digital Library (Canada)

    Managing Climate Risk to Agriculture and Water Resources in South Africa ... to better integrate information on climate change and climate variability into water resources policy, planning and management. ... University of the Free State.

  20. Natural Resources Management for Sustainable Food Security in ...

    International Development Research Centre (IDRC) Digital Library (Canada)

    Natural Resources Management for Sustainable Food Security in the Sahel ... as well as strategies for managing the resource base with a view to improving food security. ... InnoVet-AMR grants to support development of innovative veterinary ...

  1. Fundamentals of human resource management : emerging experiences from Africa

    NARCIS (Netherlands)

    Itika, J.

    2011-01-01

    The fundamentals of human resource management are extensively described in European and American literature. This book summarises the general human resource management philosophies, theories, strategies and techniques and links them to the specific African context. The usefulness of these general

  2. Impact of Globalization on the Human Resource Management ...

    African Journals Online (AJOL)

    Impact of Globalization on the Human Resource Management Function in ... impact on the management of human resources in developing countries including Kenya. ... The non-core jobs have been outsourced which has led to an increase in ...

  3. Integrated Natural Resource Management in the Highlands of ...

    International Development Research Centre (IDRC) Digital Library (Canada)

    1 janv. 2012 ... Integrated Natural Resource Management in the Highlands of Eastern Africa: ... goal of implementing an integrated approach to natural resource ... and the International Water Management Institute in Addis Ababa, Ethiopia.

  4. Integrated Natural Resource Management in the Highlands of ...

    International Development Research Centre (IDRC) Digital Library (Canada)

    2012-01-01

    Jan 1, 2012 ... Book cover Integrated Natural Resource Management in the ... with the common goal of implementing an integrated approach to natural resource ... and the International Water Management Institute in Addis Ababa, Ethiopia.

  5. Water resource management model for a river basin

    OpenAIRE

    Jelisejevienė, Emilija

    2005-01-01

    The objective is to develop river basin management model that ensures integrated analysis of existing water resource problems and promotes implementation of sustainable development principles in water resources management.

  6. Combining Human Resource and Stakeholder Management Perspectives

    DEFF Research Database (Denmark)

    Ravazzani, Silvia; Mormino, Sara

    2015-01-01

    This paper explores collaborative learning activities involving HR and external stakeholders that organizations decide to plan and implement in order to obtain benefits in terms of knowledge sharing, stakeholder understanding and value creation. The increasing uncertainty and multiplicity of comp...... and corporate learning in a stakeholder-oriented perspective can play a strategic role in supporting business strategy, providing organizations the resources to meet internal and external needs (Wilson, 2005) and to interconnect with their value network.......This paper explores collaborative learning activities involving HR and external stakeholders that organizations decide to plan and implement in order to obtain benefits in terms of knowledge sharing, stakeholder understanding and value creation. The increasing uncertainty and multiplicity...... of competitive pressures and stakeholder demands (Harrison, St. John, 1996) require organizations, and in particular HR, to take on a more strategic role aimed to build new capability and support the overarching business strategy (Ulrich, Beatty 2001). This study draws on Strategic Human Resource Management...

  7. Bringing Technology to the Resource Manager ... and Not the Reverse

    Science.gov (United States)

    Daniel L. Schmoldt

    1992-01-01

    Many natural resource managers envision their jobs as pressed between the resources that they have a mandate to manage and the technological aides that are essential tools to conduct those management activities. On the one hand, managers are straining to understand an extremely complex array of natural systems and the management pressures placed on those systems. Then...

  8. Space Flight Resource Management for ISS Operations

    Science.gov (United States)

    Schmidt, Lacey L.; Slack, Kelley; Holland, Albert; Huning, Therese; O'Keefe, William; Sipes, Walter E.

    2010-01-01

    Although the astronaut training flow for the International Space Station (ISS) spans 2 years, each astronaut or cosmonaut often spends most of their training alone. Rarely is it operationally feasible for all six ISS crewmembers to train together, even more unlikely that crewmembers can practice living together before launch. Likewise, ISS Flight Controller training spans 18 months of learning to manage incredibly complex systems remotely in plug-and-play ground teams that have little to no exposure to crewmembers before a mission. How then do all of these people quickly become a team - a team that must respond flexibly yet decisively to a variety of situations? The answer implemented at NASA is Space Flight Resource Management (SFRM), the so-called "soft skills" or team performance skills. Based on Crew Resource Management, SFRM was developed first for shuttle astronauts and focused on managing human errors during time-critical events (Rogers, et al. 2002). Given the nature of life on ISS, the scope of SFRM for ISS broadened to include teamwork during prolonged and routine operations (O'Keefe, 2008). The ISS SFRM model resembles a star with one competency for each point: Communication, Cross-Culture, Teamwork, Decision Making, Team Care, Leadership/Followership, Conflict Management, and Situation Awareness. These eight competencies were developed with international participation by the Human Behavior and Performance Training Working Group. Over the last two years, these competencies have been used to build a multi-modal SFRM training flow for astronaut candidates and flight controllers that integrates team performance skills into the practice of technical skills. Preliminary results show trainee skill increases as the flow progresses; and participants find the training invaluable to performing well and staying healthy during ISS operations. Future development of SFRM training will aim to help support indirect handovers as ISS operations evolve further with the

  9. Zákaznícky servis ako nástroj CRM

    OpenAIRE

    Smiková, Lenka

    2009-01-01

    The bachelor thesis analyzes and assesses the marketing mix of Prague City Apartments, s.r.o. It is focused on functioning of customer service as a part of the concept of Customer Relationship Management (CRM). The analysis is based on theoretical knowledge of marketing of services and CRM and on the importance of customer service in rendition of services, particularly in tourism and hotel industry. The thesis provides, via SWOT analysis, suggestions for improving quality of customer service ...

  10. Effects of e-CRM Value Perceptions on Website Loyalty: An Empirical Investigation from Customer Perspective

    OpenAIRE

    Wen-Jang Jih; Su-Fang Lee

    2010-01-01

    Web-enabled customer relationship management, or e-CRM, holds the promise to simultaneously achieve the conflicting goals of strategic flexibility and operational efficiency in developing and executing innovative e-commerce marketing strategies. A new multi-disciplinary field involving such diverse areas as marketing, information systems, and consumer behavior, e-CRM seeks to strengthen customer relationship via a portfolio of trust-building practices with the support of powerful information ...

  11. Implementing a CRM in a gear reducers manufacturing and assembling company

    OpenAIRE

    Subirà Masana, Gerard

    2017-01-01

    A Customer Relationship Management, known as CRM for its acronym in English, is not a new philosophy of organizational work, but the result of joining ancient techniques of small commercial establishments with information technology. The maximum goal of CRM is to have, at any time, all the information about any client, either to meet their needs or to obtain market researches which allow to obtain better commercial strategies. The purpose of this document is to collect all the steps undertake...

  12. Integrated Management of Residential Energy Resources

    Directory of Open Access Journals (Sweden)

    Antunes C. H.

    2012-10-01

    Full Text Available The increasing deployment of distributed generation systems based on renewables in the residential sector, the development of information and communication technologies and the expected evolution of traditional power systems towards smart grids are inducing changes in the passive role of end-users, namely with stimuli to change residential demand patterns. The residential user should be able to make decisions and efficiently manage his energy resources by taking advantages from his flexibility in load usage with the aim to minimize the electricity bill without depreciating the quality of energy services provided. The aim of this paper is characterizing electricity consumption in the residential sector and categorizing the different loads according to their typical usage, working cycles, technical constraints and possible degree of control. This categorization of end-use loads contributes to ascertain the availability of controllable loads to be managed as well as the different direct management actions that can be implemented. The ability to implement different management actions over diverse end-use load will increase the responsiveness of demand and potentially raises the willingness of end-users to accept such activities. The impacts on the aggregated national demand of large-scale dissemination of management systems that would help the end-user to make decisions regarding electricity consumption are predicted using a simulator that generates the aggregated residential sector electricity consumption under variable prices.

  13. Electronic resource management systems a workflow approach

    CERN Document Server

    Anderson, Elsa K

    2014-01-01

    To get to the bottom of a successful approach to Electronic Resource Management (ERM), Anderson interviewed staff at 11 institutions about their ERM implementations. Among her conclusions, presented in this issue of Library Technology Reports, is that grasping the intricacies of your workflow-analyzing each step to reveal the gaps and problems-at the beginning is crucial to selecting and implementing an ERM. Whether the system will be used to fill a gap, aggregate critical data, or replace a tedious manual process, the best solution for your library depends on factors such as your current soft

  14. Approaches to Resource Management for the Nexus

    OpenAIRE

    Kumar Navneet; Gerber Nicolas

    2015-01-01

    This report attempts to draw out the main messages covered during a session on “Approaches to Resource Management for the Nexus” (International conference on Sustainability in the Water-Energy-Food Nexus. Synergies and Tradeoffs: Governance and Tools at various Scales held in Bonn, Germany, on 19th and 20th of May 2014). In this session, the audience was reminded of the importance to think about geography and topography to understand trade-offs in the WEF Nexus, and in particular to consider ...

  15. Three essays on human resource management

    OpenAIRE

    Avgoustaki, Argyro

    2012-01-01

    This thesis comprises three essays on human resource management. The first one studies the effect of on-the-job training on firm productivity using a micro-dataset of a large firm in Greece for the period 2005 to 2006. The data consist of daily observations on the productivity of the same workers tracked before, during, and after the receipt of training. Overall, the empirical findings show that after the implementation of on-the-job training, productivity improves by almost 6.5 percent. Resu...

  16. CRM system benefits : A case study of banking sector

    OpenAIRE

    Murrawat, Adnan; Nasershariati, Foroozan

    2011-01-01

    Seminar Date: 05-11-2011 Level: Master Thesis in Information Technology Management,   15ECTS Institution: School of Sustainable Development of Society and Technology, Malardalen University Authors: Adnan Murrawat Khan [amt1001]         Foroozan Nasershariati [fni10002]                                              Title: CRM system benefits, a case study of banking sector Supervisor: Dr Ole Liljefors Problem statement: Customer relationship management (CRM) systems have been adopted to have b...

  17. IMPLEMENTING SALES CRM ON CLOUD SERVICES USING SALESOFORCE.COM

    OpenAIRE

    Rohit Parashar*, ER. Kamal Kumar Ranga

    2016-01-01

    Cloud computing provides lot of new ways to build and run applications that are accessed over the Internet as utilities, rather than as pieces of software running on client or server machine. Business applications, like customer relationship management (CRM) are promoted to be delivered via a Web browser in this paper, rather than delivering it as “traditional software”. As with the Internet, applications that run in the cloud have grown ubiquitous that almost every business user interacts wi...

  18. CRM Assessment: Determining the Generalization of Rater Calibration Training. Summary of Research Report: Gold Standards Training

    Science.gov (United States)

    Baker, David P.

    2002-01-01

    The extent to which pilot instructors are trained to assess crew resource management (CRM) skills accurately during Line-Oriented Flight Training (LOFT) and Line Operational Evaluation (LOE) scenarios is critical. Pilot instructors must make accurate performance ratings to ensure that proper feedback is provided to flight crews and appropriate decisions are made regarding certification to fly the line. Furthermore, the Federal Aviation Administration's (FAA) Advanced Qualification Program (AQP) requires that instructors be trained explicitly to evaluate both technical and CRM performance (i.e., rater training) and also requires that proficiency and standardization of instructors be verified periodically. To address the critical need for effective pilot instructor training, the American Institutes for Research (AIR) reviewed the relevant research on rater training and, based on "best practices" from this research, developed a new strategy for training pilot instructors to assess crew performance. In addition, we explored new statistical techniques for assessing the effectiveness of pilot instructor training. The results of our research are briefly summarized below. This summary is followed by abstracts of articles and book chapters published under this grant.

  19. STRATEGIC MANAGEMENT OF HUMAN RESOURCE AND THE SLOVAK ARMED FORCES

    OpenAIRE

    Jaroslav NEKORANEC; Eva RÉVAYOVÁ

    2014-01-01

    Human resource management is an important area of strategic management of the organization which focuses on everything that concerns people. The main role of human resource management is to contribute to organizational performance and its continuous improvement. In order to fulfill the aims and objectives of the organization, it is necessary that organization top management has a clear-cut view of human resource management strategies that would work in practice. One of the most important and ...

  20. Integrated water resources management using engineering measures

    Science.gov (United States)

    Huang, Y.

    2015-04-01

    The management process of Integrated Water Resources Management (IWRM) consists of aspects of policies/strategies, measures (engineering measures and non-engineering measures) and organizational management structures, etc., among which engineering measures such as reservoirs, dikes, canals, etc., play the backbone that enables IWRM through redistribution and reallocation of water in time and space. Engineering measures are usually adopted for different objectives of water utilization and water disaster prevention, such as flood control and drought relief. The paper discusses the planning and implementation of engineering measures in IWRM of the Changjiang River, China. Planning and implementation practices of engineering measures for flood control and water utilization, etc., are presented. Operation practices of the Three Gorges Reservoir, particularly the development and application of regulation rules for flood management, power generation, water supply, ecosystem needs and sediment issues (e.g. erosion and siltation), are also presented. The experience obtained in the implementation of engineering measures in Changjiang River show that engineering measures are vital for IWRM. However, efforts should be made to deal with changes of the river system affected by the operation of engineering measures, in addition to escalatory development of new demands associated with socio-economic development.

  1. Integrated water resources management using engineering measures

    Directory of Open Access Journals (Sweden)

    Y. Huang

    2015-04-01

    Full Text Available The management process of Integrated Water Resources Management (IWRM consists of aspects of policies/strategies, measures (engineering measures and non-engineering measures and organizational management structures, etc., among which engineering measures such as reservoirs, dikes, canals, etc., play the backbone that enables IWRM through redistribution and reallocation of water in time and space. Engineering measures are usually adopted for different objectives of water utilization and water disaster prevention, such as flood control and drought relief. The paper discusses the planning and implementation of engineering measures in IWRM of the Changjiang River, China. Planning and implementation practices of engineering measures for flood control and water utilization, etc., are presented. Operation practices of the Three Gorges Reservoir, particularly the development and application of regulation rules for flood management, power generation, water supply, ecosystem needs and sediment issues (e.g. erosion and siltation, are also presented. The experience obtained in the implementation of engineering measures in Changjiang River show that engineering measures are vital for IWRM. However, efforts should be made to deal with changes of the river system affected by the operation of engineering measures, in addition to escalatory development of new demands associated with socio-economic development.

  2. [HUMAN RESOURCES MANAGEMENT BASED ON COMPETENCIES].

    Science.gov (United States)

    Larumbe Andueza, Ma Carmen; De Mendoza Cánton, Juana Hermoso

    2016-05-01

    We are living in a time with a lot of changes in which health organizations have more challenges to face. One of them is to recognize, strengthen, develop and retain the talent they have. Competency-based human resources management is emerging as a tool that contributes to achieve that aim. Competencies from the generic or characteristic perspective: personality traits, values and motivations, which are deeply rooted in the person. Through elaborating a competencies map for the organization, and identifying the job competencies profile, above all in key jobs, the employees know what it is going to expect from them. After, detect and cover the learning needs, it is possible to achieve better adjust between worker-job. The nursing unit manager is a key job because it is a link between management team and nursing team. The way that it is performed, it will have impact on the quality of care and its team motivation. So, the most adequate person who covers this job would have a part of knowledge, skills, attitudes and compatible interests with her job. Competency-based management helps identify both the potential and learning needs to performing this job.

  3. Management of Human Resources in CNCAN

    International Nuclear Information System (INIS)

    Ghinea, P.; Goicea, C.

    2014-01-01

    Human Resources Policy is a system of goals, principles, methods and criteria for staff undertaking work that is common to all employees. The content of HR policy: – Provide highly skilled workforce; – Training and raising staff qualifications; – High motivation of staff; – Ensure proper working conditions; – Promoting young employees. Recruitment and selection of personnel is the activity of identifying people who are eligible for a certain position. This activity takes place within the management of human resource, and it should be a continuous one. Recruitment and selection of personnel can be done both in the internal and external environment to the organization. Key challenge is to achieve initial competence, and then sustainability, of Human Resources to support for a safe, secure and sustainable nuclear power programmes. This requires the coordination, and cooperation, of all national stakeholders (government, education sector, industry, international bodies). Issues related to staff recruiting: – Experience requirements for specialist jobs is high (minimum 5-10 years); – In Regulatory Body, the percent of Graduates is higher than 50%, but specialist Technicians still needed (nuclear engineers)

  4. Climate change and integrated water resources management

    International Nuclear Information System (INIS)

    Bhuiyan, Nurul Amin

    2007-01-01

    Full text: Full text: In the Bangladesh Poverty Reduction Strategy (PRSP), Millennium Development Goals and other donor driven initiatives, two vital areas linked with poverty and ecosystem survival seem to be either missing or are being neglected: (a) transboundary water use and (b) coastal area poverty and critical ecosystems vulnerable due to climate change. Since the World Summit on Sustainable Development (WSSD) goals and PRSP are integrated, it is necessary that the countrys WSSD goals and PRSP should also be in harmony. All should give the recognition of Ganges Brahmaputra and Meghna as international basins and the approach should be taken for regional sustainable and integrated water resource management involving all co-riparian countries. The principle of low flow in the international rivers during all seasons should be ensured. All stakeholders should have a say and work towards regional cooperation in the water sector as a top priority. The energy sector should be integrated with water. The Indian River Linking project involving international rivers should be seriously discussed at all levels including the parliament so that voice of Bangladesh is concerted and information shared by all concerned. One of the most critical challenges Bangladesh faces is the management of water resources during periods of water excesses and acute scarcity. It is particularly difficult when only 7% of the catchments areas of the very international rivers, the Ganges, the Brahmaputra and the Meghna are in Bangladesh while 97% is outside Bangladesh where unfortunately, Bangladesh has no control on upstream diversion and water use. The UN Conference on Environment and Development in its Agenda 21 emphasizes the importance of Integrated Water Resource Management (IWRM). The core point of IWRM is that is development of all aspects of entire basin in a basin wide approach, that all relevant agencies of the government and water users must be involved in the planning process and

  5. Adaptive Management and Planning Models for Cultural Resources in Oil and Gas Fields in New Mexico and Wyoming

    Energy Technology Data Exchange (ETDEWEB)

    Eckerle, William; Hall, Stephen

    2005-12-30

    In 2002, Gnomon, Inc., entered into a cooperative agreement with the U.S. Department of Energy (DOE) National Energy Technology Laboratory (NETL) for a project entitled, Adaptive Management and Planning Models for Cultural Resources in Oil and Gas Fields in New Mexico and Wyoming (DE-FC26-02NT15445). This project, funded through DOE’s Preferred Upstream Management Practices grant program, examined cultural resource management practices in two major oil- and gas-producing areas, southeastern New Mexico and the Powder River Basin of Wyoming (Figure 1). The purpose of this project was to examine how cultural resources have been investigated and managed and to identify more effective management practices. The project also was designed to build information technology and modeling tools to meet both current and future management needs. The goals of the project were described in the original proposal as follows: Goal 1. Create seamless information systems for the project areas. Goal 2. Examine what we have learned from archaeological work in the southeastern New Mexico oil fields and whether there are better ways to gain additional knowledge more rapidly or at a lower cost. Goal 3. Provide useful sensitivity models for planning, management, and as guidelines for field investigations. Goal 4. Integrate management, investigation, and decision- making in a real-time electronic system. Gnomon, Inc., in partnership with the Wyoming State Historic Preservation Office (WYSHPO) and Western GeoArch Research, carried out the Wyoming portion of the project. SRI Foundation, in partnership with the New Mexico Historic Preservation Division (NMHPD), Statistical Research, Inc., and Red Rock Geological Enterprises, completed the New Mexico component of the project. Both the New Mexico and Wyoming summaries concluded with recommendations how cultural resource management (CRM) processes might be modified based on the findings of this research.

  6. Applications of NST in water resources management

    International Nuclear Information System (INIS)

    Nahrul Khair Alang Md Rashid

    2006-01-01

    At first instance, Nuclear Science and Technology (NST) appears to have no relation to water resource management. Its dark side, the sole purpose of which is weaponry, has for a long time overshadowed its bright side, which has plenty of peaceful applications in the main socio-economic development sectors: power generation, agriculture, health and medicine, industry, manufacturing and environment. Historically, the medical sector is one of the early beneficiaries of the applications of NST. The same is true for Malaysia when the first x-ray machine was installed in 1897 at Taiping Hospital, Perak. In the environment sector, the use of little or no chemical in nuclear processes contributes to a cleaner environment. Nuclear power plants for example do not emit polluting gases and do not harm to the ozone layer. At the end of 2004, there are more than 440 nuclear power reactors operating in more than 30 countries fulfilling 17% of the world electricity demand, and it is growing. While nuclear power is yet to arrive in Malaysia the uses of NST in other areas are increasing. The application of radiotracer techniques in water resource management, in the environment, as well as in industry is an example. (Author)

  7. Defining Drought Characteristics for Natural Resource Management

    Science.gov (United States)

    Ojima, D. S.; Senay, G. B.; McNeeley, S.; Morisette, J. T.

    2016-12-01

    In the north central region of the US, on-going drought studies are investigating factors determining how drought impacts various ecosystem services and challenge natural resource management decisions. The effort reported here stems from research sponsored by the USGS North Central Climate Science Center, to deal with ecosystem response to drought with the goal to see if there are indicators of drought emerging from the ecosystem interactions with various weather patterns, soil moisture dynamics, and the structural aspects of the ecosystem in question. The North Central domain covers a region from the headwaters of the Missouri River Basin to the northern Great Plains. Using spatial and temporal analysis of remote sensing products and mechanistic daily time-step ecosystem model simulations across the northern Great Plains and northern Rockies, analysis of recent drought conditions over the region will be provided. Drought characteristics will be analyzed related to resource management targets, such as water supply, landscape productivity, or habitat needs for key species. Analysis of ecosystem and landscape patterns of drought relative to net primary productivity, surface temperatures, soil moisture content, evaporation, transpiration, and water use efficiency from 2000 through 2014 will be analyzed for different drought and non-drought events. Comparisons between satellite-derived ET and NPP of different Great Plains ecosystems related to simulated ET and NPP will be presented. These comparisons provide indications of the role that soil moisture dynamics, groundwater recharge and rooting depth of different ecosystems have on determining the sensitivity to water stress due to seasonal warming and reduced precipitation across the region. In addition, indications that average annual rainfall levels over certain ecosystems may result in reduced production due to higher rates of water demand under the observed warmer temperatures and the prolonged warming in the spring

  8. [Shuttle Challenger disaster: what lessons can be learned for management of patients in the operating room?].

    Science.gov (United States)

    Suva, Domizio; Poizat, Germain

    2015-02-04

    For many years hospitals have been implementing crew resource management (CRM) programs, inspired by the aviation industry, in order to improve patient safety. However, while contributing to improved patient care, CRM programs are controversial because of their limited impact, a decrease in effectiveness over time, and the underinvestment by some caregivers. By analyzing the space shuttle Challenger accident, the objective of this article is to show the potential impact of the professional culture in decision-making processes. In addition, to present an approach by cultural factors which are an essential complement to current CRM programs in order to enhance the safety of care.

  9. Research on TQCS Strategy of Digital Manufacturing Resource Management

    Institute of Scientific and Technical Information of China (English)

    ZHOU Zude; ZHANG Huifu

    2006-01-01

    Heterogeneous in nature, digitized manufacturing resources are geographically distributed, and owned by different organizations each having their own resource management policies and different access-and-cost models. In this paper, by means of stateful serviceData, we make manufacturing resources as grid nodes. Considering TQCS requirements of resources in the manufacturing industry, we capture the essentials of grid resource management models and propose the TQCS market model to inquire, browse and use manufacturing resources. The manufacturing resource integration will integrate and organize the manufacture technology resource to form the core manufacture powers.

  10. NEW APPROACHES OF THE CONCEPTS OF HUMAN RESOURCES, HUMAN RESOURCE MANAGEMENT AND STRATEGIC HUMAN RESOURCE MANAGEMENT

    Directory of Open Access Journals (Sweden)

    MUNTEANU ANCA-IOANA

    2013-07-01

    M. Porter highlights the important role of human resources within an organization, considering that in any business there are potential sources for obtaining competitive advantage. It comes from the ability of firms to master better than its rivals competitive forces. Any subdivision organizational structure and any employee of the organization, no matter how far away lies the strategy development process, contributing to gaining and maintaining competitive advantage.

  11. Strategically oriented management and controlling of resource intensive projects

    International Nuclear Information System (INIS)

    Kemmeter, Sascha

    2015-01-01

    The book on strategically oriented management and controlling of resource intensive projects covers the following issues: frame of project management and project controlling, classification of the decommissioning of nuclear facilities as resource intensive projects, research design for case studies, results of the study of project management specific characteristics of decommissioning, reference model for the project management of nuclear facility decommissioning.

  12. Service management: New Zealand's model of resource management.

    Science.gov (United States)

    Malcolm, L

    1990-12-01

    The health system in New Zealand, which in many respects is similar to that of the United Kingdom NHS, is currently undergoing massive change. In 1989 fourteen area health boards were formed, each board being accountable to the minister of health for achieving health goals and providing comprehensive health services for its defined population. This process has been assisted by the promulgation of a set of national health goals and a national health charter. Within area health boards the principle of general management is being implemented. Organisational structures are moving away from hospitals to services in a process which is being called service management which may be defined as the decentralisation of general management to the clinical workface. Similar in many respects to the resource management initiatives in the NHS it brings together medical, nursing and business management at the operational level with one person being accountable for the achievement of quality of care objectives within a budgetary framework. Budgetary restraints in excess of 10% have been achieved in the last 12 months partly through the service management process. Service management is seen to be a major paradigm shift in health services organisation and could be of international significance in its potential for achieving medical accountability for cost containment and quality assurance, and for coordinating care across agency and disciplinary boundaries.

  13. Marketing resources management in conditions of domestic enterprises’ innovative development

    OpenAIRE

    E.A. Belovodskaya; Ya.A. Kovalenko

    2013-01-01

    The aim of the article. In the article the urgency of differentiation of concepts marketing potential and marketing resource is examined. The appropriateness of marketing resources allocation into a separate part of the resource base of innovation-directed enterprises is defined. Theoretical bases of marketing resources management for innovation-oriented enterprise are investigated. The author's approach to classification of marketing resources and formation of principles of their management ...

  14. State Policies on Human Capital Resource Management: Minnesota. Human Capital Resource Management Technical Brief

    Science.gov (United States)

    Bhatt, Monica; Behrstock, Ellen; Cushing, Ellen; Wraight, Sara

    2010-01-01

    Training, recruiting, developing, and supporting talented and effective educators throughout their careers is known as human capital resource management (HCRM) in education. HCRM has been identified in recent literature as one of the ways in which districts and states may increase school effectiveness and improve student learning (Heneman &…

  15. State Policies on Human Capital Resource Management: Wisconsin. Human Capital Resource Management Technical Brief

    Science.gov (United States)

    Cushing, Ellen; Bhatt, Monica; Wraight, Sara; Behrstock, Ellen; Meyer, Cassandra

    2010-01-01

    Training, recruiting, developing, and supporting talented and effective educators throughout their careers is known as human capital resource management (HCRM) in education. HCRM has been identified in recent literature as one of the ways in which districts and states may increase school effectiveness and improve student learning (Heneman &…

  16. State Policies on Human Capital Resource Management: Indiana. Human Capital Resource Management Technical Brief

    Science.gov (United States)

    Meyer, Cassandra; Bhatt, Monica; Wraight, Sara; Behrstock, Ellen; Cushing, Ellen

    2010-01-01

    Training, recruiting, developing, and supporting talented and effective educators throughout their careers is known as human capital resource management (HCRM) in education. HCRM has been identified in recent literature as one of the ways in which districts and states may increase school effectiveness and improve student learning (Heneman &…

  17. State Policies on Human Capital Resource Management: Iowa. Human Capital Resource Management Technical Brief

    Science.gov (United States)

    Behrstock, Ellen; Bhatt, Monica; Cushing, Ellen; Wraight, Sara

    2010-01-01

    Training, recruiting, developing, and supporting talented and effective educators throughout their careers is known as human capital resource management (HCRM) in education. HCRM has been identified in recent literature as one of the ways in which districts and states may increase school effectiveness and improve student learning (Heneman &…

  18. State Policies on Human Capital Resource Management: Michigan. Human Capital Resource Management Technical Brief

    Science.gov (United States)

    Meyer, Cassandra; Bhatt, Monica; Wraight, Sara; Behrstock, Ellen; Cushing, Ellen

    2010-01-01

    Training, recruiting, developing, and supporting talented and effective educators throughout their careers is known as human capital resource management (HCRM) in education. HCRM has been identified in recent literature as one of the ways in which districts and states may increase school effectiveness and improve student learning (Heneman &…

  19. State Policies on Human Capital Resource Management: Illinois. Human Capital Resource Management Technical Brief

    Science.gov (United States)

    Meyers, Coby; Bhatt, Monica; Wraight, Sara; Behrstock, Ellen; Cushing, Ellen

    2010-01-01

    Training, recruiting, developing, and supporting talented and effective educators throughout their careers is known as human capital resource management (HCRM) in education. HCRM has been identified in recent literature as one of the ways in which districts and states may increase school effectiveness and improve student learning (Heneman &…

  20. State Policies on Human Capital Resource Management: Ohio. Human Capital Resource Management Technical Brief

    Science.gov (United States)

    Bhatt, Monica; Wraight, Sara; Behrstock, Ellen; Cushing, Ellen

    2010-01-01

    Training, recruiting, developing, and supporting talented and effective educators throughout their careers is known as human capital resource management (HCRM) in education. HCRM has been identified in recent literature as one of the ways in which districts and states may increase school effectiveness and improve student learning (Heneman &…

  1. STRATEGIC MANAGEMENT OF HUMAN RESOURCE AND THE SLOVAK ARMED FORCES

    Directory of Open Access Journals (Sweden)

    Jaroslav NEKORANEC

    2014-04-01

    Full Text Available Human resource management is an important area of strategic management of the organization which focuses on everything that concerns people. The main role of human resource management is to contribute to organizational performance and its continuous improvement. In order to fulfill the aims and objectives of the organization, it is necessary that organization top management has a clear-cut view of human resource management strategies that would work in practice. One of the most important and most challenging aspects of human resource management can be applied also in organizations characterized by specific features such as the Armed Forces of the Slovak Republic.

  2. The Resource Manager the ATLAS Trigger and Data Acquisition System

    CERN Document Server

    Aleksandrov, Igor; The ATLAS collaboration; Lehmann Miotto, Giovanna; Soloviev, Igor

    2016-01-01

    The Resource Manager of the ATLAS Trigger and Data Acquisition system The Resource Manager is one of the core components of the Data Acquisition system of the ATLAS experiment at the LHC. The Resource Manager marshals the right for applications to access resources which may exist in multiple but limited copies, in order to avoid conflicts due to program faults or operator errors. The access to resources is managed in a manner similar to what a lock manager would do in other software systems. All the available resources and their association to software processes are described in the Data Acquisition configuration database. The Resource Manager is queried about the availability of resources every time an application needs to be started. The Resource Manager’s design is based on a client-server model, hence it consists of two components: the Resource Manager "server" application and the "client" shared library. The Resource Manager server implements all the needed functionalities, while the Resource Manager c...

  3. Salesforce CRM the definitive admin handbook

    CERN Document Server

    Goodey, Paul

    2013-01-01

    A practical guide which will help to discover how to setup and configure the Salesforce CRM application. It offers solutions and practical examples on how to further improve and maintain its functionality with clear systematic instructions. Being highly organized and compact, this book contains detailed instructions with screenshots, diagrams, and tips that clearly describe how you can administer and configure complex Salesforce CRM functionality with absolute ease.This book is for administrators who want to develop and strengthen their Salesforce CRM skills in the areas of configuration and s

  4. MICROSOFT DYNAMICS CRM IN CISCO IP TELEFONIJA

    OpenAIRE

    Knez, Margareta

    2011-01-01

    Microsoft Dynamics CRM je le ena od mnogih rešitev CRM, ki se iz dneva v dan bolj izpopolnjuje in postaja prijaznejša za uporabnike. Na trgu je še mnogo drugih konkurenčnih rešitev programskega orodja CRM. Tako je tudi Ciscova IP-telefonija le ena od mnogih ponudnikov te tehnologije. IP-telefonija bo počasi spodrinila navadno telefonsko linijo, saj je veliko cenejša in ponuja še mnogo dodatnih funkcionalnosti. Le lepa beseda in dobra komunikacija sta potrebni, da stranko zadovoljimo in...

  5. CRM as a General Practice of Every Business Organization

    Science.gov (United States)

    Ahmed, TS Ezaz; Prabhakar, D.

    2012-11-01

    Every business unit emphasizes on spurting a long term relationship with customers to nurture its stability in todayís blooming market. Customerís expectations are now not only limited to get best products and services, they also need a face-to-face business in which they want to receive exactly what they demand and in a quick time. Customer Relationship Management is an upright concept or strategy to solidify relations with customers and at the same time reducing cost and enhancing productivity and profitability in business. An ideal CRM system is a centralized collection all data sources under an organization and provides an atomistic real time vision of customer information. A CRM system is vast and significant, but it be can implemented for small business, as well as large enterprises also as the main goal is to assist the customers efficiently.

  6. Appraisal of CRM implementation as business strategy option in times of recession: The role of perceived value and benefits

    Directory of Open Access Journals (Sweden)

    Chrysa

    2018-02-01

    Full Text Available The present work investigates Customer Relationship Management (CRM implementation and performance during the fiscal crisis in Greece based on an appropriate questionnaire. All acquired responses using the questionnaire are suitably analysed using advanced statistical techniques, and show that Greek companies employ CRM, harvesting many of its benefits. Specifically, survey results show that most companies are satisfied by the implementation of CRM strategy and seem to recognize the vital strategic role of CRM in business performance and competitive advantage, despite the fiscal crisis. The benefits identified and interrelated concern business processes, customer loyalty, cost reduction, organizational and HR alignment, customer service and customer e-service. Finally, this work proposes a model relating CRM implementation and performance in Greece with respect to the four perspectives of Balanced Scorecard (BSC.

  7. Pazarlamada Müşteri İlişkileri Yönetimi (MİY ve E-MİY Analizlerinin Değerlendirilmesi (The Evaluation of Customer Relationship Management (CRM and E-CRM Analysis over the Marketing

    Directory of Open Access Journals (Sweden)

    Tuğçe ÜNER

    2010-07-01

    Full Text Available Setting up a long-term relationship with the customer and making it a loyal customer by maintaining the continuity of this relationship is one of the important aims of an enterprise. All data collected about customers which are kept in data warehouse become information by analyzing with data mining. So, an effective marketing strategy becomes applied, holding the customer wishes in the foreground. Also, it is provided that businesses have one-to-one contact with a lot of clients at the same time, make analysis about customer wishes, customer complaints, customer likes, customer losses and re-gains, customer satisfaction, etc., give advantage about timing and costs.With this research, it is aimed that the importance of CRM and e-CRM is put forward by following the results when they are applied or not applied in automotive sector.

  8. Importance of Knowledge Management in Human Resource Development

    International Nuclear Information System (INIS)

    Pleslic, Sanda

    2014-01-01

    Human resource management and knowledge management: • In human resource management - important to identify crucial knowledge base on which competitiveness of company depends → according this ensure appropriate development of human resources. • Era of so-called knowledge economy - only individual and organizational knowledge could give competitive advantage. • From operational perspective, knowledge management - systematic processes by which an organization identifies, creates, captures, acquires, shares and increase knowledge

  9. SMART DEFENCE AND DEFENCE RESOURCES MANAGEMENT

    Directory of Open Access Journals (Sweden)

    Teodor FRUNZETI

    2012-12-01

    Full Text Available Ever since the Chicago Summit in May 2012. the Euro-Atlantic community has been imprinted, from the security and defence perspective. by me launch of a new initiative known as smart defence, a concept referring to the need to improve the way in which defence spending is made at the Alliance's level. Smart defence also has a corollary at EU's level — i.e., pooling and sharing - the two notions referring. Overall, to the same procedure and implying a crucial need for the two organizations to coordinate their efforts in this. This article approaches the conceptual meaning of smart defence, with special emphasis on its management dimension regarding the defence resources. As a consequence, it is approached in connection with Other similar concepts such as pooling and sharing', Planning, Programming, Budgeting, and Evaluation System (PPBES, and the Connected Force Initiative.

  10. Biographical approach to human resource management

    Directory of Open Access Journals (Sweden)

    Ratković-Njegovan Biljana

    2015-01-01

    Full Text Available The paper discusses the importance of biographical approach to managing human resources, which is especially important in the first, anticipatory stage of organizational socialization, in which interview for the job is performed. Biographical principle is based on a broader and more complex approach to the candidate, which enables him to present his working career, personal qualities, professional knowledge and skills, social skills, interests and aspirations. Biographical approach allows an individual who has applied for a certain job to reflect, identify and present their work and life path in their own way.. The organization, in turn, through the biographical method receives valid information to predict the future behavior of candidates and their performance.

  11. Complexity, Modeling, and Natural Resource Management

    Directory of Open Access Journals (Sweden)

    Paul Cilliers

    2013-09-01

    Full Text Available This paper contends that natural resource management (NRM issues are, by their very nature, complex and that both scientists and managers in this broad field will benefit from a theoretical understanding of complex systems. It starts off by presenting the core features of a view of complexity that not only deals with the limits to our understanding, but also points toward a responsible and motivating position. Everything we do involves explicit or implicit modeling, and as we can never have comprehensive access to any complex system, we need to be aware both of what we leave out as we model and of the implications of the choice of our modeling framework. One vantage point is never sufficient, as complexity necessarily implies that multiple (independent conceptualizations are needed to engage the system adequately. We use two South African cases as examples of complex systems - restricting the case narratives mainly to the biophysical domain associated with NRM issues - that make the point that even the behavior of the biophysical subsystems themselves are already complex. From the insights into complex systems discussed in the first part of the paper and the lessons emerging from the way these cases have been dealt with in reality, we extract five interrelated generic principles for practicing science and management in complex NRM environments. These principles are then further elucidated using four further South African case studies - organized as two contrasting pairs - and now focusing on the more difficult organizational and social side, comparing the human organizational endeavors in managing such systems.

  12. Eco-informatics and natural resource management

    Science.gov (United States)

    Cushing, J.B.; Wilson, T.; Borning, A.; Delcambre, L.; Bowker, G.; Frame, M.; Schnase, J.; Sonntag, W.; Fulop, J.; Hert, C.; Hovy, E.; Jones, J.; Landis, E.; Schweik, C.; Brandt, L.; Gregg, V.; Spengler, S.

    2006-01-01

    This project highlight reports on the 2004 workshop [1], as well as follow-up activities in 2005 and 2006, regarding how informatics tools can help manage natural resources and decide policy. The workshop was sponsored jointly by sponsored by the NSF, NBII, NASA, and EPA, and attended by practitioners from government and non-government agencies, and university researchers from the computer, social, and ecological sciences. The workshop presented the significant information technology (IT) problems that resource managers face when integrating ecological or environmental information to make decisions. These IT problems fall into five categories: data presentation, data gaps, tools, indicators, and policy making and implementation. To alleviate such problems, we recommend informatics research in four IT areas, as defined in this abstract and our final report: modeling and simulation, data quality, information integration and ontologies, and social and human aspects. Additionally, we recommend that funding agencies provide infrastructure and some changes in funding habits to assure cycles of innovation in the domain were addressed. Follow-on activities to the workshop subsequent to dg.o 2005 included: an invited talk presenting workshop results at DILS 2005, publication of the workshop final report by the NBII [1], and a poster at the NBII All Hands Meeting (Oct. 2005). We also expect a special issue of the JIIS to appear in 2006 that addresses some of these questions. As we go to press, no solicitation by funding agencies has as yet been published, but various NASA and NBII, and NSF cyber-infrastructure and DG research efforts now underway address the above issues.

  13. Integrated Water Resources Management: A Global Review

    Science.gov (United States)

    Srinivasan, V.; Cohen, M.; Akudago, J.; Keith, D.; Palaniappan, M.

    2011-12-01

    The diversity of water resources endowments and the societal arrangements to use, manage, and govern water makes defining a single paradigm or lens through which to define, prioritize and evaluate interventions in the water sector particularly challenging. Integrated Water Resources Management (IWRM) emerged as the dominant intervention paradigm for water sector interventions in the early 1990s. Since then, while many successful implementations of IWRM have been demonstrated at the local, basin, national and trans-national scales, IWRM has also been severely criticized by the global water community as "having a dubious record that has never been comprehensively analyzed", "curiously ambiguous", and "ineffective at best and counterproductive at worst". Does IWRM hold together as a coherent paradigm or is it a convenient buzzword to describe a diverse collection of water sector interventions? We analyzed 184 case study summaries of IWRM interventions on the Global Water Partnership (GWP) website. The case studies were assessed to find the nature, scale, objectives and outcomes of IWRM. The analysis does not suggest any coherence in IWRM as a paradigm - but does indicate distinct regional trends in IWRM. First, IWRM was done at very different scales in different regions. In Africa two-thirds of the IWRM interventions involved creating national or transnational organizations. In contrast, in Asia and South America, almost two-thirds were watershed, basin, or local body initiatives. Second, IWRM interventions involved very different types of activities in different regions. In Africa and Europe, IWRM entailed creation of policy documents, basin plans and institution building. In contrast, in Asia and Latin America the interventions were much more likely to entail new technology, infrastructure or watershed measures. In Australia, economic measures, new laws and enforcement mechanisms were more commonly used than anywhere else.

  14. Plant genetic resources management in Ghana: Some challenges in ...

    African Journals Online (AJOL)

    Plant genetic resources management in Ghana: Some challenges in legumes. ... Ghana Journal of Agricultural Science ... The Plant Genetic Resources Research Institute, serving as the national gene bank of Ghana, together with other stakeholders, had made strenuous efforts in managing the legume genetic resources in ...

  15. Overview of Trends Shaping Human Resource Management for ...

    African Journals Online (AJOL)

    Human Resource Management (HRM) is a strategic and coherent approach to the ... effectively, human resources will make a substantial impact on firm.s performance used. ... resource managers do and the models for engagement of human capital. ... education, training, skills, and expertise of an organization.s employees.

  16. Toward Strategic Human Resource Management in the Central Office

    Science.gov (United States)

    Mosley Linhardt, Heather LeAnn

    2011-01-01

    The purpose of this study was to identify and explore how human resources are managed, what human resource management can look like, and what organizational issues, tensions, and ambiguities are likely to surface as a district central office moves toward being more strategic with their human resources. The research design was an exploratory case…

  17. CRM DEVELOPMENT IN HOSPITALITY COMPANIES FOR THE PURPOSE OF INCREASING THE COMPETITIVENESS IN THE TOURIST MARKET

    Directory of Open Access Journals (Sweden)

    Slobodan Ivanovic

    2011-06-01

    Full Text Available CRM as a trend in business and business philosophy consists of a series of complex and diverse business resources such as: modern technological resources, information resources, human resources and all other procedural resources which serve to improve services to end user and customer.Tourism as a service industry which business is based on selling services, has found great benefits and advantages in using CRM. Different kinds of CRM applications and systems have become extremely popular in all sectors. Thus, in the tourism sector, CRM has become one of the most important strategy in attracting and increasing tourist arrivals, in filling the tourist facilities and in satisfying the needs of guests.The main goals of CRM are to attract tourists, to meet a maximum of tourists (a new guarantee of return and achieve the most efficient promotion, increase the number of tourists and achieve customer loyalty. It enables more efficient marketing and sales and it improves the overall tourism industry and services aimed at tourists and their preferences. Implementation of CRM systems is very demanding and requires commitment at all levels of the company. Very big problem is the integration of CRM systems with existing information systems in the enterprise. It is often impossible to implement without the use of qualified personnel and software that has the task of bridging the gulf between the CRM and existing information systems to create an integrated system. It is desirable that the companies have been devoting increased funding for implementation of new technologies and that systems, in a short period of time, can realize a return on investment and greatly improve the business performance of enterprises. CRM gives the expected results only if it is fully integrated strategically and operationally in the business and in the information system of tourist enterprise. The fact is that this process and business philosophy will become important in the future

  18. The Architecture of a CRM System in the Context of Internet Technologies

    Directory of Open Access Journals (Sweden)

    Gavrilă A

    2009-06-01

    Full Text Available CRM (Customer Relationship Management is defined as the sum of business processes that anorganization needs to execute in order to identify, choose, buy, develop and retain its clients. The extremelyfast evolution and development of the Internet, as a new channel of communication also as an opportunity toeffective fast dissemination led to the fundamental modification of the relations with clients. The Internetshifted the ability to control the market from seller to buyers. The new client that comed from the Internet islooking mainly for 24x7 access to seller’s information and resources. The Internet client wants right contextand ease of navigation with effective search tools. Ultimately, he is looking for a personalised buyingexperience, defined by ease of opening a personal account, ability to review his shopping cart in real time.The current article is aiming to present the current architecture designed to fulfil all this requirements.

  19. Water Resources Management for Shale Energy Development

    Science.gov (United States)

    Yoxtheimer, D.

    2015-12-01

    The increase in the exploration and extraction of hydrocarbons, especially natural gas, from shale formations has been facilitated by advents in horizontal drilling and hydraulic fracturing technologies. Shale energy resources are very promising as an abundant energy source, though environmental challenges exist with their development, including potential adverse impacts to water quality. The well drilling and construction process itself has the potential to impact groundwater quality, however if proper protocols are followed and well integrity is established then impacts such as methane migration or drilling fluids releases can be minimized. Once a shale well has been drilled and hydraulically fractured, approximately 10-50% of the volume of injected fluids (flowback fluids) may flow out of the well initially with continued generation of fluids (produced fluids) throughout the well's productive life. Produced fluid TDS concentrations often exceed 200,000 mg/L, with elevated levels of strontium (Sr), bromide (Br), sodium (Na), calcium (Ca), barium (Ba), chloride (Cl), radionuclides originating from the shale formation as well as fracturing additives. Storing, managing and properly disposisng of these fluids is critical to ensure water resources are not impacted by unintended releases. The most recent data in Pennsylvania suggests an estimated 85% of the produced fluids were being recycled for hydraulic fracturing operations, while many other states reuse less than 50% of these fluids and rely moreso on underground injection wells for disposal. Over the last few years there has been a shift to reuse more produced fluids during well fracturing operations in shale plays around the U.S., which has a combination of economic, regulatory, environmental, and technological drivers. The reuse of water is cost-competitive with sourcing of fresh water and disposal of flowback, especially when considering the costs of advanced treatment to or disposal well injection and lessens

  20. Sustainable water resources management in Pakistan

    International Nuclear Information System (INIS)

    Malik, A.H.

    2005-01-01

    Total river discharge in Pakistan in summer season vary from 3 thousand to 34 thousand cusses (100 thousand Cusses to 1,200 thousand Cusses) and can cause tremendous loss to human lives, crops and property, this causes the loss of most of the flood water in the lower Indus plains to the sea. Due to limited capacity of storage at Tarbela and Mangla Dams on river Indus and Jhelum, with virtually no control on Chenab, Ravi and Sutlej, devastating problems are faced between July and October in the event of excessive rainfall in the catchments. Due to enormous amounts of sediments brought in by the feeding rivers, the three major reservoirs -Tarbela, Mangla and Chashma will lose their storage capacity, by 25 % by the end of the year 2010, which will further aggravate the water-availability situation in Pakistan. The quality of water is also deteriorating due to urbanization and industrialization and agricultural developments. On the Environmental Front the main problems are water-logging and salinity, salt-imbalance, and increasing pollution of water-bodies. World's largest and most integrated system of irrigation was installed almost a hundred years ago and now its efficiency has been reduced to such an extent that more than 50 per cent of the irrigation-water is lost in transit and during application. On the other side, there are still not fully exploited water resources for example groundwater, the alluvial plains of Pakistan are blessed with extensive unconfined aquifer, with a potential of over 50 MAF, which is being exploited to an extent of about 38 MAF by over 562,000 private and 10,000 public tube-wells. In case of Balochistan, out of a total available potential of about 0.9 MAF of groundwater, over 0.5 MAF are already being utilized, but there by leaving a balance of about 0.4 MAF that can still be utilized. Future water resources management strategies should includes starting a mass-awareness campaign on a marshal scale in rural and urban areas to apply water

  1. GENERAL MILITARY HUMAN RESOURCE MANAGEMENT AND SPECIAL FORCES HUMAN RESOURCE MANAGEMENT. A COMPARATIVE OUTLOOK

    Directory of Open Access Journals (Sweden)

    Marius Emil PATRICHI

    2015-10-01

    Full Text Available The switch from conscript’s army to an all volunteer force military brought new challenges for the military organization. This is more obvious in the human resource domain than in any other area. In the competition to recruit and retain quality personnel, the military organizations should strategically align the human resource management to the overall strategy. The challenges are greater for the Special Forces because the need for a rigorous selection process to recruit from within the military. The rift already in place between the conventional military and the Special Forces need to be overcome to transform the strain relationship into a positive sum game..

  2. The nexus between integrated natural resources management and integrated water resources management in southern Africa

    Science.gov (United States)

    Twomlow, Stephen; Love, David; Walker, Sue

    The low productivity of smallholder farming systems and enterprises in the drier areas of the developing world can be attributed mainly to the limited resources of farming households and the application of inappropriate skills and practices that can lead to the degradation of the natural resource base. This lack of development, particularly in southern Africa, is of growing concern from both an agricultural and environmental perspective. To address this lack of progress, two development paradigms that improve land and water productivity have evolved, somewhat independently, from different scientific constituencies. One championed by the International Agricultural Research constituency is Integrated Natural Resource Management (INRM), whilst the second championed predominantly by Environmental and Civil Engineering constituencies is Integrated Water Resources Management (IWRM). As a result of similar objectives of working towards the millennium development goals of improved food security and environmental sustainability, there exists a nexus between the constituencies of the two paradigms, particularly in terms of appreciating the lessons learned. In this paper lessons are drawn from past INRM research that may have particular relevance to IWRM scientists as they re-direct their focus from blue water issues to green water issues, and vice-versa. Case studies are drawn from the management of water quality for irrigation, green water productivity and a convergence of INRM and IWRM in the management of gold panning in southern Zimbabwe. One point that is abundantly clear from both constituencies is that ‘one-size-fits-all’ or silver bullet solutions that are generally applicable for the enhancement of blue water management/formal irrigation simply do not exist for the smallholder rainfed systems.

  3. Electronic Resource Management System. Vernetzung von Lizenzinformationen

    Directory of Open Access Journals (Sweden)

    Michaela Selbach

    2014-12-01

    Full Text Available In den letzten zehn Jahren spielen elektronische Ressourcen im Bereich der Erwerbung eine zunehmend wichtige Rolle: Eindeutig lässt sich hier ein Wandel in den Bibliotheken (fort vom reinen Printbestand zu immer größeren E-Only-Beständen feststellen. Die stetig wachsende Menge an E-Ressourcen und deren Heterogenität stellt Bibliotheken vor die Herausforderung, die E-Ressourcen effizient zu verwalten. Nicht nur Bibliotheken, sondern auch verhandlungsführende Institutionen von Konsortial- und Allianzlizenzen benötigen ein geeignetes Instrument zur Verwaltung von Lizenzinformationen, welches den komplexen Anforderungen moderner E-Ressourcen gerecht wird. Die Deutsche Forschungsgemeinschaft (DFG unterstützt ein Projekt des Hochschulbibliothekszentrums des Landes Nordrhein-Westfalen (hbz, der Universitätsbibliothek Freiburg, der Verbundzentrale des Gemeinsamen Bibliotheksverbundes (GBV und der Universitätsbibliothek Frankfurt, in dem ein bundesweit verfügbares Electronic Ressource Managementsystem (ERMS aufgebaut werden soll. Ein solches ERMS soll auf Basis einer zentralen Knowledge Base eine einheitliche Nutzung von Daten zur Lizenzverwaltung elektronischer Ressourcen auf lokaler, regionaler und nationaler Ebene ermöglichen. Statistische Auswertungen, Rechteverwaltung für alle angeschlossenen Bibliotheken, kooperative Datenpflege sowie ein über standardisierte Schnittstellen geführter Datenaustausch stehen bei der Erarbeitung der Anforderungen ebenso im Fokus wie die Entwicklung eines Daten- und Funktionsmodells. In the last few years the importance of electronic resources in library acquisitions has increased significantly. There has been a shift from mere print holdings to both e- and print combinations and even e-only subscriptions. This shift poses a double challenge for libraries: On the one hand they have to provide their e-resource collections to library users in an appealing way, on the other hand they have to manage these

  4. The Resource Manager the ATLAS Trigger and Data Acquisition System

    CERN Document Server

    AUTHOR|(INSPIRE)INSPIRE-00210579; The ATLAS collaboration; Avolio, Giuseppe; Lehmann Miotto, Giovanna; Soloviev, Igor

    2017-01-01

    The Resource Manager is one of the core components of the Data Acquisition system of the ATLAS experiment at the LHC. The Resource Manager marshals the right for applications to access resources which may exist in multiple but limited copies, in order to avoid conflicts due to program faults or operator errors. The access to resources is managed in a manner similar to what a lock manager would do in other software systems. All the available resources and their association to software processes are described in the Data Acquisition configuration database. The Resource Manager is queried about the availability of resources every time an application needs to be started. The Resource Manager’s design is based on a client-server model, hence it consists of two components: the Resource Manager “server” application and the “client” shared library. The Resource Manager server implements all the needed functionalities, while the Resource Manager client library provides remote access to the “server” (i.e....

  5. Linking ecological and social scales for natural resource management

    Science.gov (United States)

    Kristiina A. Vogt; Morgan Grove; Heidi Asjornsen; Keely B. Maxwell; Daniel J. Vogt; Ragnhildur Sigurdardottir; Bruce C. Larson; Leo Schibli; Michael Dove

    2002-01-01

    Natural resource management has moved from a single disciplinary and one resource management approach to an interdisciplinary and ecosystem-based approach. Many conceptual models are being developed to understand and implement ecosystem management and forest certification initiatives that require an integration of data from both the social and natural systems (Vogt...

  6. 45 CFR 1304.52 - Human resources management.

    Science.gov (United States)

    2010-10-01

    ... 45 Public Welfare 4 2010-10-01 2010-10-01 false Human resources management. 1304.52 Section 1304.52 Public Welfare Regulations Relating to Public Welfare (Continued) OFFICE OF HUMAN DEVELOPMENT... DELEGATE AGENCIES Program Design and Management § 1304.52 Human resources management. (a) Organizational...

  7. Bringing climate change into natural resource management: proceedings.

    Science.gov (United States)

    L. Joyce; R. Haynes; R. White; R.J. Barbour

    2007-01-01

    These are the proceedings of the 2005 workshop titled implications of bringing climate into natural resource management in the Western United States. This workshop was an attempt to further the dialogue among scientists, land managers, landowners, interested stakeholders and the public about how individuals are addressing climate change in natural resource management....

  8. Organization Context and Human Resource Management in the Small Firm

    NARCIS (Netherlands)

    J.M.P. de Kok (Jan); L.M. Uhlaner (Lorraine)

    2001-01-01

    textabstractThis paper examines the relationship between organization contextual variables and human resource management (HRM) practices in small firms. The proposed model is based on an integration of theoretical perspectives, including the resource-based approach, institutional theory, transaction

  9. promoting integrated water resources management in south west

    African Journals Online (AJOL)

    eobe

    1, 2 SOUTH WEST REGIONAL CENTRE FOR NATIONAL WATER RESOURCES CAPACITY BUILDING NETWORK,. FEDERAL UNIVERSITY OF ... that an integrated approach to water resource development and management offers the best ...

  10. CULTURAL DIVERSITY AND HUMAN RESOURCE MANAGEMENT IN MULTINATIONAL COMPANIES

    Directory of Open Access Journals (Sweden)

    Flavian Clipa

    2009-09-01

    Full Text Available When the multinational firms employ human resources from different countries they have to submit to the restrictions concerning cultural differences. The paper is an attempt to show how the human resource management administrates these cultural differences.

  11. CULTURAL DIVERSITY AND HUMAN RESOURCE MANAGEMENT IN MULTINATIONAL COMPANIES

    OpenAIRE

    Flavian Clipa; Raluca Irina Clipa

    2009-01-01

    When the multinational firms employ human resources from different countries they have to submit to the restrictions concerning cultural differences. The paper is an attempt to show how the human resource management administrates these cultural differences.

  12. Human Resource Management in Russia: Some Unwritten Rules

    OpenAIRE

    Denisova-Schmidt, Elena

    2011-01-01

    In spite of the fact that Western companies have been actively developing the Russian market over the last twenty years, they are still faced with the Soviet-era heritage in human resource management. This paper gives an overview of the common Soviet human resource practices of the past. Understanding traditional human resource practices in the Soviet Union prior to the end of communism will help practitioners to design human resource management systems for Russia more effic...

  13. Electronic human resource management: Enhancing or entrancing?

    Directory of Open Access Journals (Sweden)

    Paul Poisat

    2017-07-01

    Full Text Available Orientation: This article provides an investigation into the current level of development of the body of knowledge related to electronic human resource management (e-HRM by means of a qualitative content analysis. Several aspects of e-HRM, namely definitions of e-HRM, the theoretical perspectives around e-HRM, the role of e-HRM, the various types of e-HRM and the requirements for successful e-HRM, are examined. Research purpose: The purpose of the article was to determine the status of e-HRM and examine the studies that report on the link between e-HRM and organisational productivity. Motivation for the study: e-HRM has the capacity to improve organisational efficiency and leverage the role of human resources (HR as a strategic business partner. Main findings: The notion that the implementation of e-HRM will lead to improved organisational productivity is commonly assumed; however, empirical evidence in this regard was found to be limited. Practical/managerial implications: From the results of this investigation it is evident that more research is required to gain a greater understanding of the influence of e-HRM on organisational productivity, as well as to develop measures for assessing this influence. Contribution: This article proposes additional areas to research and measure when investigating the effectiveness of e-HRM. It provides a different lens from which to view e-HRM assessment whilst keeping it within recognised HR measurement parameters (the HR value chain. In addition, it not only provides areas for measuring e-HRM’s influence but also provides important clues as to how the measurements may be approached.

  14. APLIKASI e-CRM BERBASIS WEB PADA RUMAH SAKIT

    Directory of Open Access Journals (Sweden)

    Luthfie Hawari

    2015-04-01

    Full Text Available The purpose of this research is to design an e-CRM application that serves as an Internet-based services for customers or patients to provide information needed by the customer or patient without being limited by distance or time. With the increased competition and technological development is rapidly increasing, then every hospital strives to provide the best service to customers, or patients with a hope to get customers or new patients and retain old customers or patients. One solution that appears is electronic-Customer Relationship Management (e-CRM is applied by using the Internet and SMS technology. The method used is waterfall method which includes, analysis and systems engineering, requirements analysis, design, programming, testing and maintenance. This application was built using the programming language PHP and MySQL to design database.Hasil achieved from the writing of this research is the application of customer service or patient that provides information (schedule doctor's office, clinic services, patient medical records, consultation and sms notifications check-up, provide member features pages to provide personalized services to customers or patients. With the application of e-CRM customer service Internet-based hospital is expected to maintain good long-term relationship with its customers.

  15. The improving processes in the human resources management

    OpenAIRE

    Darja Holátová

    2002-01-01

    The quality management of the human resources management, the quality of the products, services and prosperities of the firms is among others dependent on the quality management. Managers convey a leadership and commitment necessary for creating the environment for quality improvement. The managers are responsible for their own actions, development and improvement of their own work processes.

  16. Timing of nurses activities: human resources management

    Directory of Open Access Journals (Sweden)

    Hamid Hosein Poor

    2016-11-01

    Full Text Available Costs of human resources include a high percentage of hospital’s costs; therefore, determination of number of real and optimal employees needed for organizations is very important. In the meantime, the optimal organization of nurses, as the biggest human resource in health care organizations, is of great importance. The present study aimed to assess the distribution of nurses’ activities in shifts and the results of productivity in human resources management in Imam Khomeini hospital in Shirvan. The present cross-sectional study was conducted in 2016. All nurses, working in three shifts of morning, afternoon, and evening in emergency unit and general units of Imam Khomeini hospital, Shirvan, were enrolled into the study through census methods. The instrument, used in this study, was the checklist of timing activities and patients’ satisfaction from nurses. The statistical software SPSS was used for analysis. Mean age of employees in these two units/wards was 31 years and mean duration of work experience was 5.24 years, The difference was significant between the two wards. necessity of the work, especially in emergency unit, are issues that need more assessment and need to be adjusted. Given the high volume of non-care matters of nursing staff, including writing services, including completing paper records and work with HIS (Hospital Information System, which has been emphasized in several studies, new definition of service and use of artificial intelligence with high efficacy is proposed. The status of the available equipment, availability, and efficiency of digital equipment and hoteling state of wards and hospitals also play an important factor in the distribution of time of nursing care activities. Employment of nurses to perform non-nursing duties, because of the shortage of other classes or lack of their permanent presence and based on Although there were differences in standard time of direct and indirect care in emergency unit and

  17. Multi-agent Water Resources Management

    Science.gov (United States)

    Castelletti, A.; Giuliani, M.

    2011-12-01

    Increasing environmental awareness and emerging trends such as water trading, energy market, deregulation and democratization of water-related services are challenging integrated water resources planning and management worldwide. The traditional approach to water management design based on sector-by-sector optimization has to be reshaped to account for multiple interrelated decision-makers and many stakeholders with increasing decision power. Centralized management, though interesting from a conceptual point of view, is unfeasible in most of the modern social and institutional contexts, and often economically inefficient. Coordinated management, where different actors interact within a full open trust exchange paradigm under some institutional supervision is a promising alternative to the ideal centralized solution and the actual uncoordinated practices. This is a significant issue in most of the Southern Alps regulated lakes, where upstream hydropower reservoirs maximize their benefit independently form downstream users; it becomes even more relevant in the case of transboundary systems, where water management upstream affects water availability downstream (e.g. the River Zambesi flowing through Zambia, Zimbabwe and Mozambique or the Red River flowing from South-Western China through Northern Vietnam. In this study we apply Multi-Agent Systems (MAS) theory to design an optimal management in a decentralized way, considering a set of multiple autonomous agents acting in the same environment and taking into account the pay-off of individual water users, which are inherently distributed along the river and need to coordinate to jointly reach their objectives. In this way each real-world actor, representing the decision-making entity (e.g. the operator of a reservoir or a diversion dam) can be represented one-to-one by a computer agent, defined as a computer system that is situated in some environment and that is capable of autonomous action in this environment in

  18. Open Source and Proprietary Project Management Tools for SMEs.

    OpenAIRE

    Veronika Abramova; Francisco Pires; Jorge Bernardino

    2017-01-01

    The dimensional growth and increasing difficulty in project management promoted the development of different tools that serve to facilitate project management and track project schedule, resources and overall progress. These tools offer a variety of features, from task and time management, up to integrated CRM (Customer Relationship Management) and ERP (Enterprise Resource Planning) modules. Currently, a large number of project management software is available, to assist project team during t...

  19. Electronic Document Management: A Human Resource Management Case Study

    Directory of Open Access Journals (Sweden)

    Thomas Groenewald

    2004-11-01

    Full Text Available This case study serve as exemplar regarding what can go wrong with the implementation of an electronic document management system. Knowledge agility and knowledge as capital, is outlined against the backdrop of the information society and knowledge economy. The importance of electronic document management and control is sketched thereafter. The literature review is concluded with the impact of human resource management on knowledge agility, which includes references to the learning organisation and complexity theory. The intervention methodology, comprising three phases, follows next. The results of the three phases are presented thereafter. Partial success has been achieved with improving the human efficacy of electronic document management, however the client opted to discontinue the system in use. Opsomming Die gevalle studie dien as voorbeeld van wat kan verkeerd loop met die implementering van ’n elektroniese dokumentbestuur sisteem. Teen die agtergrond van die inligtingsgemeenskap en kennishuishouding word kennissoepelheid en kennis as kapitaal bespreek. Die literatuurstudie word afgesluit met die inpak van menslikehulpbronbestuur op kennissoepelheid, wat ook die verwysings na die leerorganisasie en kompleksietydsteorie insluit. Die metodologie van die intervensie, wat uit drie fases bestaan, volg daarna. Die resultate van die drie fases word vervolgens aangebied. Slegs gedeelte welslae is behaal met die verbetering van die menslike doeltreffendheid ten opsigte van elektroniese dokumentbestuur. Die klient besluit egter om nie voort te gaan om die huidige sisteem te gebruik nie.

  20. CRM-järjestelmän suunnittelu ja käyttöönotto myynnin strategiseksi työkaluksi : case: Stala Oy

    OpenAIRE

    Pirkkalainen, Markus

    2013-01-01

    Tämän opinnäytetyön aiheena on asiakkuudenhallinta- eli Customer Relationship Management(CRM)-järjestelmän suunnittelu ja käyttöönotto myynnin strategiseksi työkaluksi. Opinnäytetyön teoriaosuudessa tutkitaan asiakkuudenhallintaa, CRM-järjestelmiä ja CRM-järjestelmien suunnitteluun sekä käyttöönottoon liittyviä haasteita. Työn empiirinen osuus koostuu CRM-järjestelmän käyttöoppaasta kohdeyritys Stala Oy:n myyntitiimille. Tutkimusongelma vastaa kysymykseen, miksi yrityksen tulisi panostaa a...