Pareto-principle application in non-IT supported CRM processes

2014 ◽  
Vol 20 (1) ◽  
pp. 129-150 ◽  
Author(s):  
Ibrahim Elbeltagi ◽  
Thijs Kempen ◽  
Elaine Garcia
Keyword(s):  
Spare Parts ◽  
Qualitative Approach ◽  
The Other ◽  
Pareto Principle ◽  
Content Type ◽  
Other Hand ◽  
The One ◽  
Social Intercourse ◽  
Crm Processes

Purpose – This research covers a rather unexplored area of customer relationship management (CRM) by questioning the mechanism between on the one hand the Pareto-principle and on the other hand traditional non-IT supported operational CRM processes. Thus, the paper aims to explore whether a minority of processes and process-aspects deserves credit for achieving a majority of CRM goals. Design/methodology/approach – A qualitative approach is the most appropriate due to the assumption that access to the reality of a situation is only possible through social construction. A qualitative approach seeks to answer questions posed by studying different social settings. As noted by Berg, qualitative techniques make it possible for researchers to participate in understanding and perceiving others, as well as permitting them to discover how people structure their daily lives to make them more meaningful. Findings – The questioned mechanism of on the one hand traditional non-IT supported operational CRM process-aspects and on the other hand the Pareto-principle is confirmed by the majority of interviewees who answered affirmatively to small things making big differences in customer contact. Research limitations/implications – Regarding the limitations of this study, the results are hard to generalise as the research context depends on a single case study. However, the high levels of detail that allows for greater insight into manufacturing SMEs in HGV-Trailer that want to adopt non-IT support operational CRM where there is lack of financial resources justify the choice of this case study. Practical implications – This study is important for management to focus and develop social on top of technical competencies. This was clear from the importance of social intercourse as the glue that links all the non-IT supported operational processes from break down to invoices. It helps in removing the uncertainty from the view point of customers and highlights the importance of the care that companies need to give to the human side of the process more than objectifying things. Moreover, the finding provides an important implication for practitioners involved spare-parts purchasing process and the warranty claiming process should continuously assess whether they operate in support of a breakdown or not and subsequently use this insight to prioritize their tasks. Originality/value – This research tried to answer how the Pareto-principle applies to traditional non-IT supported operational CRM process-aspects by concluding that the first social intercourse, as well as problem ownership, belongs – from a customers' viewpoint – to the “vital few” leading to “trivial many” results of rational and emotional nature. This is especially true in the breakdown process, and processes that operate in support of breakdowns.

scholarly journals PENETRASI KAPITALIS DAN RESISTENSI PETANI: KASUS SENGKETA AGRARIA DI TANAH LIDO KABUPATEN BOGOR, JAWA BARAT

2008 ◽  
Vol 7 (2) ◽  
pp. 54-68 ◽  
Author(s):  
Septri Widiono
Keyword(s):  
Local Government ◽  
Qualitative Approach ◽  
The Other ◽  
Study Strategy ◽  
Other Hand ◽  
The One

This research was aimed to study about an agrarian conflict at Lido land. In order to get the comprehensive its meaning the qualitative approach with the case study strategy were used. The conflict explained as the dialectical relation among peasants in the one hand and the agrotourism company in the other hand. The conflict taken place with the support of local government to the company while peasants made patronize relationship with the NGO. The dynamic of agrarian conflict has meaning of capitalist penetration and the peasant resistency.Key word: agrarian conflict, capitalist penetration, peasant resistency, Lido

scholarly journals The Voice of the Ulema and Dilemma of the Indonesian Ulema Council’s Fatwa among Low Literate Society

2020 ◽  
Vol 10 (1) ◽  
pp. 29-51
Author(s):  
Fariz Alnizar ◽  
Achmad Munjid
Keyword(s):  
Qualitative Approach ◽  
The Other ◽  
Main Question ◽  
Islamic Movements ◽  
Other Hand ◽  
National Movement ◽  
The One ◽  
The Voice ◽  
Literate Society ◽  
Research Show

Some Islamic movements in Indonesia make the fatwas issued by the MUI as a reference for their actions. They recently found their momentum after the defence movements called 411 and 212. The proponents of the movements called themselves as Gerakan Nasional Pengawal Fatwa Majelis Ulama Indonesia (GNPF-MUI/The National Movement of Guardian of Fatwa of the Indonesian Ulema Council). Employing a qualitative approach coupled with historical-causal paradigm this article examines the main question: Do the proponents of these movements substantially understand the fatwas they defend? The results of the research show that the fatwas have a dilemmatic position. On the one hand, there have been movements which insist on making the fatwas as “sacred opinion” that must be protected and guarded. On the other hand, people do not substantially comprehend the fatwas they defend. This problem has been caused, among others, by the cultural basis of the Indonesian society which put more preference on orality than literality or, explicitly, written tradition.

Introduction to Computational Thinking With MI-GO

2019 ◽  
pp. 110-137
Author(s):  
Maria José de Miranda Nazaré Loureiro ◽  
Filipe T. Tavares Moreira ◽  
Susana Senos
Keyword(s):  
Computational Thinking ◽  
Qualitative Approach ◽  
The Other ◽  
Case Study Methodology ◽  
Young Learners ◽  
Other Hand ◽  
Tangible Programming ◽  
Study Methodology ◽  
Young Students

The present study is part of a research about computational thinking and tangible robotics. A robot in development in Portugal, MI-GO robot, is part of the basis of this research. The objective is to determine the attitude of young students concerning tangible robots and to observe in what measure they contribute to the development of their STEM skills. On the other hand, it also aims to know what are the opinions of educators, teachers, and researchers concerning MI-GO's characteristics and what is their value, adequacy and suitability for the educational grades of young learners (from 5 to 10). The study consists on a qualitative approach based in a case study methodology, using the techniques of questionnaire and observation. At first the data reveal a clear adhesion to the robot and tangible programming by learners, and the researchers that analyzed the device consider it was a very adequate one and presented several suggestions to improve it.

Transformative city branding and the evolution of the entrepreneurial city: The case of ‘Brand New Helsinki’

Urban Studies ◽  
2019 ◽  
Vol 57 (10) ◽  
pp. 2031-2046
Author(s):  
Salla Jokela
Keyword(s):  
Urban Policy ◽  
The Other ◽  
City Branding ◽  
Differentiation Strategy ◽  
Other Hand ◽  
Entrepreneurial City ◽  
Scholarly Discussion ◽  
The One ◽  
The City

There have been two types of scholarly discussion on city branding. On the one hand, city branding has been conceptualised as a differentiation strategy of entrepreneurial cities involved in interspatial competition. On the other hand, researchers have recently emphasised the need to pay attention to increasingly pervasive and transformative forms of city branding, including branding as an urban policy and a form of planning. Drawing on a case study carried out in Helsinki, Finland, this article connects these two approaches by analysing Helsinki’s recent city branding endeavour in the context of the qualitative transformation of the entrepreneurial city. The article shows how city branding highlights and constitutes the city as an entrepreneurial platform and enabler bound up by the extended entrepreneurialisation of society.

Performativity and Caring in Education: Toward an Ethic of Reimagination

2020 ◽  
pp. 105268462097206
Author(s):  
Jeff Walls
Keyword(s):  
Theory And Practice ◽  
The Other ◽  
Student Needs ◽  
Collaborative Relationships ◽  
Other Hand ◽  
Balance Of Care ◽  
The One

Schools are expected to be sites of caring, but there is evidence that both students and adults often experience them as uncaring places. One reason is that a sustained and heavy policy emphasis on accountability and demonstrations of effectiveness has placed pressure on educators to perform in certain ways, and to care about things other than caring. This case study explores how leaders and teachers at two schools balance their efforts to care for students, on the one hand, with the performative pressures they feel, on the other hand. Teachers who were able to prioritize a balance of care used collaborative relationships with colleagues to manage the pressure they felt, and took a longer term, more emotionally attuned, and more inquiry-based approach to meeting student needs. Implications for theory and practice are discussed.

scholarly journals Double-way interrelations customers↔products

2014 ◽  
Vol 6 (5) ◽  
pp. 212-219
Author(s):  
Alexandru Trifu
Keyword(s):  
Customer Loyalty ◽  
The Other ◽  
Loyalty Programs ◽  
Negative Behaviors ◽  
Proper Functioning ◽  
Other Hand ◽  
The One ◽  
Customer Loyalty Programs

On the one hand, the impulse in the case of these interrelations and the proper functioning of any company producing/providing services is represented by the needs and motivation of the customers, these aspects leading to determining their behavior in the process of their acceptance / rejection of the products/services they are provided. On the other hand, the products or services should be tailored according to the requirements of the customers and consumers and they should consider the satisfaction of a set of desires and needs, including the ones expressed by the Maslow's Pyramid of Needs. In order to highlight these multidimensional double-way interrelations, one surely needs, at the same time, to use the marketing sub-function in a case study in symbiosis with the other functions, sub-functions and highlighting tools of the analyzed firm or company. Any purchasing act follows to simultaneous reach more goals, the consumer having to manage between positive motivations and the negative ones, the last category acting as a break. In the double-way interaction, the redirecting of the negative behaviors, along with the improving the supply characteristics are the appropriate ways of winning. A key role in this action is played by the customer loyalty programs which provide a strengthened interrelation and a win-win type beneficial strategy.

scholarly journals All for One, One for All! From Events to Organizational Dynamics in Fluid Organization

M n gement ◽  
2021 ◽  
pp. 1-22
Author(s):  
Anthony Hussenot
Keyword(s):  
Frame Of Reference ◽  
The Other ◽  
Organizational Dynamics ◽  
Other Hand ◽  
Future Events ◽  
The One ◽  
Definition Of ◽  
Common Frame Of Reference

This article examines the emergence of organizational dynamics in the context of fluid organizational phenomena. To do so, three organizational dynamics are studied: (1) identity, (2) actorhood, and (3) interconnected instances of decision-making. To study how these three organizational dynamics take shape in the context of fluid organizational phenomena, I rely on the events-based approach and a case study of makers operating in a makerspace in the Paris region. The results show, on the one hand, that the collective of makers enacts a structure of past, present, and future events that participates in the definition of a common frame of reference and, on the other hand, that this common frame of reference plays a role in the emergence of organizational dynamics. On the basis of this result, my main contribution is to show the role of the eventalization – that is, the definition, configuration and narration by the actors of past, present, and future events – in the definition of organizational dynamics in fluid organizational phenomena. This article contributes on the one hand to the literature on fluid organizational phenomena, and on the other hand to the literature on makers working in makerspaces.

Bitcoin, VIX futures and CDS: a triangle for hedging the international equity portfolios

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rania Zghal ◽  
Ahmed Ghorbel
Keyword(s):  
Equity Markets ◽  
The Other ◽  
Financial Advisors ◽  
Safe Haven ◽  
Content Type ◽  
Other Hand ◽  
Vix Futures ◽  
The One ◽  
Stock Indexes ◽  
Extreme Risks

PurposeIn this paper, our aim is to estimate the time varying correlations between Bitcoin, VIX futures and CDS indexes and to examine in what ways these assets can act as beneficial hedge and safe haven mechanisms, useful for facing, or attenuating, the major world equity markets related risks and volatilities.Design/methodology/approachOur methodology consists to model each pair equity/asset indices by bivariate symmetric and asymmetric dynamic conditional models (A) DCC to evaluate the portfolio design associated implications on both daily and weekly collected data base, with regard to the period ranging from July, 2010 to January 2018. To assess the extent to which the Bitcoin, VIX futures and sovereign CDS may stand as diversifiers, i.e. as hedging or safe haven instruments against the various stock indexes, we adopt the same method applied by Baur and Lucey (2010).FindingsEmpirical results show that the hedging and safe haven roles associated with the three hedging instruments tend to differ noticeably across time horizons and model used. The interest brought about by treating this issue is twofold. On the one hand, it should provide useful guidelines to investors through helping them opt for the most effective and beneficial strategies, whereby they could efficiently hedge the equity markets related extreme risks and volatilities. On the other hand, it is intended to highlight the applied models' specifications associated impacts.Research limitations/implicationsThe interest brought about by treating this issue is twofold. On the one hand, it should provide useful guidelines to investors and financial advisors through helping them opt for the most effective and beneficial of the strategies, whereby they could efficiently hedge the equity markets related extreme risks and volatilities. On the other hand, it is intended to highlight the applied models' specifications associated impacts.Originality/valueStudy of Bitcoin can be considered as safe haven or hedge or diversifier instrument. Compare between Bitcoin, VIX and CDs.

Ready for the unexpected: theoretical framework and empirical findings on communication consulting

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Olaf Hoffjann ◽  
Karina Hoffstedde ◽  
Franziska Jaworek
Keyword(s):  
Active Role ◽  
Theoretical Framework ◽  
The Other ◽  
Content Type ◽  
Theoretical Concepts ◽  
Process Consulting ◽  
Other Hand ◽  
Starting Point ◽  
The One ◽  
First Time

PurposeAlthough the market for communication consultancies has been booming worldwide for many years now, there are still only a handful of theoretical concepts and empirical findings pertaining to communication consulting. This is the fundamental starting point for this paper, which sets out to answer the following research questions: What is the function of communication consulting? What are the differences between consultants' expectations of consulting and those of clients? How do consultants and clients deal with the contradiction between proximity and distance? What are the potential threats to the autonomy of consulting?Design/methodology/approachThe paper combines a theoretical framework of communication consulting with a survey of German communication consultants and clients.FindingsFirst, a theoretical framework is developed in which communication consulting is defined as follows: First, it opens up decision-related contingency and thus produces additional options for managing communicative relationships with internal and external target groups, before helping to close decision-related contingency. The results of the survey show that the expectations of clients and consultants for communication consulting are largely similar. In the closing dimension especially, most clients share the active role of self-conception of most consultants. On the other hand, in some opening activities, clients wish for more critical, independent and courageous consulting.Research limitations/implicationsThe scope of the empirical material is limited to communication consultants and clients in Germany and may therefore not be valid in other cultural contexts.Originality/valueThe paper closes a gap in both theory building and empirical research in communication consulting. The theory presented conceives of communication consulting as a hybrid of management consulting and process consulting and, in addition to the opening dimension, also takes the closing dimension of consulting into consideration for the first time. The study reveals a certain schizophrenia in clients: on the one hand, clients demand more critical consultants and thus call for more distance; on the other hand, clients prefer to be close to their consultants, particularly if they wish to work with them for the long-term.

Introduction to Computational Thinking With MI-GO

2022 ◽  
pp. 948-969
Author(s):  
Maria José Loureiro ◽  
Filipe T. Tavares Moreira ◽  
Susana Senos
Keyword(s):  
Computational Thinking ◽  
Qualitative Approach ◽  
The Other ◽  
Case Study Methodology ◽  
Young Learners ◽  
Other Hand ◽  
Tangible Programming ◽  
Study Methodology ◽  
Young Students

The present study is part of a research about computational thinking and tangible robotics. A robot in development in Portugal, MI-GO robot, is part of the basis of this research. The objective is to determine the attitude of young students concerning tangible robots and to observe in what measure they contribute to the development of their STEM skills. On the other hand, it also aims to know what are the opinions of educators, teachers, and researchers concerning MI-GO's characteristics and what is their value, adequacy and suitability for the educational grades of young learners (from 5 to 10). The study consists on a qualitative approach based in a case study methodology, using the techniques of questionnaire and observation. At first the data reveal a clear adhesion to the robot and tangible programming by learners, and the researchers that analyzed the device consider it was a very adequate one and presented several suggestions to improve it.

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