scholarly journals Customer relation management approach: assessment of business strategy regarding to software architecture for the service industry

Pressacademia ◽  
2020 ◽  
Vol 7 (3) ◽  
pp. 112-123
Author(s):  
Aysenur Erdil
Keyword(s):  
Software Architecture ◽  
Business Strategy ◽  
Service Industry ◽  
Management Approach ◽  
Customer Relation Management

scholarly journals Assessing The Maturity Level Of Information Technology Management Process In A Romanian Company

2014 ◽  
Vol 18 (3) ◽  
pp. 201 ◽  
Author(s):  
Minodora Ursacescu
Keyword(s):  
Information Technology ◽  
Business Strategy ◽  
Practical Implication ◽  
It Management ◽  
Management Approach ◽  
Management Process ◽  
Maturity Model ◽  
Maturity Level ◽  
Capability Maturity ◽  
Functional Perspective

Since the 1990s, organizations have gradually become involved in the transformation of their information technology (IT) management process. In order to determine the direction of IT development in correlation with business needs, a consolidated management approach is imposed. This paper aims to provide a comprehensive assessment of the maturity level of IT management process in an organization. For this purpose, an empirical study in a Romanian public service company was done by using the benchmarking technique and Capability Maturity Model to describe the maturity level of IT management process. Four benchmarking classes, including a number of 24 benchmarks, were taken into account to focus on the main key issues - IT management strategy and IT planning; alignment of business strategy, IT strategy, organizational structure, and IT infrastructure; and information systems security management. The study reveals that the IT management process is mainly focused on technological dimension and less on the managerial one. It was observed that IT managers have a low awareness of managerial skills in planning, organizing, controlling, and leading the IT activities. Practical implication of the study presents two major issues: 1) on one hand, the need to approach a transversal vision in managing the IT process by aligning it to a complex set of choices, reflecting both a strategic and functional perspective and, 2) on the other hand, this study may be useful for managers looking to improve management of the IT department as well as the quality of their services. The study also indicates specific recommendations to refine the IT management process of Romanian companies.

Knowledge Management Approach as Business Model

2011 ◽  
pp. 73-96
Author(s):  
Viju Mathew
Keyword(s):  
Knowledge Management ◽  
Service Industry ◽  
Global Market ◽  
Service Industries ◽  
Management Approach ◽  
Knowledge Based ◽  
Management Concepts ◽  
Growth Prospects ◽  
Learning Development ◽  
Knowledge Strategies

Knowledge management (KM) has been sprouting as one of the outstanding conversant factor strongly in trust, and trust is a critical precondition to knowledge learning and sharing management concepts (Mathew, 2008). The chapter intended to bring forward various KM strategies specially framed for the service industries looking forward for the global market and need to create advantage in providing customer satisfaction and enhancing the growth prospects, applications in organizations, indicate how to improve knowledge based performance and act a base for the service industry for developing innovation, creating global opportunities for better service. The case study highlighting knowledge strategies is designed to achieve the required knowledge sharing and output. Open-ended and closed-ended strategies plays a significant role in collaborative learning, development, building the potential and providing the knowledge creation and sharing capacities needed for strategic formulation and decision making to create competitiveness.

Case Study II

2009 ◽  
pp. 243-268
Author(s):  
Matthew Guah
Keyword(s):  
Airline Industry ◽  
Business Strategy ◽  
Direct Relationship ◽  
Service Industry ◽  
Performance Indicator ◽  
New Technology ◽  
Service Level ◽  
Commercial Airline ◽  
Selection Factors

VLITP can shift the direction of organizations by introducing new systems and emerging technologies that can serve as a trigger for change to the entire business strategy of an organization. Using VLITP simply for creating new possibilities, new markets, or enabling existing alternatives to be reachable can also trigger much needed change. The implementation of a new technology like RFID implies a direct relationship between business and IT—something that has become of increased importance in the last decade. Airlines are a vital part of the service industry, focusing on the transportation of people, their luggage, and goods from one point to another. RFID brought into the airline industry a system that tracks the location of passengers’ luggage, directly impacting the level of service an airline can provide its customer. RFID introduced new possibilities in luggage handling that are beginning to impact the entire airline industry. In the commercial airline industry, where fiercely competition has been well established, customer satisfaction and service level are important selection factors for passengers. Like its predecessor—the barcode system—RFID tracks luggage and is used to identify which baggage belongs to which customer but using a different technique to do so. RFID, being a lot more accurate then the barcode system, makes the decision by an airline to implement it a move to establish its critical performance indicator.

Implementing process‐oriented knowledge management strategies

2003 ◽  
Vol 7 (4) ◽  
pp. 62-74 ◽  
Author(s):  
Ronald Maier ◽  
Ulrich Remus
Keyword(s):  
Knowledge Management ◽  
Business Strategy ◽  
Management Strategies ◽  
Management Approach ◽  
Km Strategy ◽  
Current State ◽  
State Of Practice ◽  
Process Oriented ◽  
Four Levels ◽  
Strategic Perspective

Despite growing interest about a strategic perspective on knowledge management (KM), there is still a lack of a procedure and methods to guide the implementation of KM strategies. In this paper, we review the current state of practice of KM initiatives and identify four scenarios for potentially successful KM initiatives. The majority of organizations can be described as being a knowledge management starter. In order to improve these KM initiatives and link them to business strategy, we suggest a process‐oriented knowledge management approach as a step to bridge the gap between human‐ and technology‐oriented KM. This approach is outlined with the help of the four levels of intervention: (1) strategy, (2) KM organization and processes, (3) topics/content, and (4) instruments/systems. The definition and implementation of a process‐oriented KM strategy in a large transaction bank will serve as an example to illustrate the application of our approach.

scholarly journals Evaluating the Service Operating Efficiency and Its Determinants in Global Consulting Firms: A Metafrontier Analysis

2021 ◽  
Vol 13 (18) ◽  
pp. 10352
Author(s):  
Gowangwoo Park ◽  
Seok-Kee Lee ◽  
Kanghwa Choi
Keyword(s):  
Business Strategy ◽  
Service Industry ◽  
Sustainable Growth ◽  
Operating Efficiency ◽  
Data Envelopment ◽  
Tobit Regression ◽  
Consulting Services ◽  
Gap Ratio ◽  
Consulting Firms

Knowledge consulting services are one of the fastest growing fields in the knowledge service industry since the 2010s and have been emerging as a core area of the knowledge economy. Accordingly, consulting services are actively sought and provided in various fields, including business strategy and management, accounting, and ICT, and global consulting firms have experienced rapid growth. However, previous research evaluating the performance or service quality of knowledge consulting services is relatively scarce. In particular, there are barely any studies that apply the data envelopment analysis (DEA) model to measure the relative operating efficiencies of consulting firms in the global consulting service field. This study measured the operating efficiency of 27 global consulting firms using DEA. As global consulting firms are managed differently depending on the characteristics of the country in which they operate, the 27 global consulting firms were classified into three groups by region (USA, Europe, Asia) to measure their meta-efficiency (ME), group efficiency (GE), and technology gap ratio (TGR) and identify the causes of inefficiency at global consulting firms. The contextual variables within consulting firms that affect efficiency were analyzed using Tobit regression. Based on the analysis results, this study suggests strategies for enhancing the operating efficiency and realizing sustainable growth in global consulting firms.

scholarly journals More International Students Coming to Russia: Pros and Cons

2021 ◽  
Vol 25 (2) ◽  
pp. 244-256
Author(s):  
Olga V. Dekhnich ◽  
Olga V. Lyutova ◽  
Mikhail A. Trubitsyn ◽  
Elena S. Danilova
Keyword(s):  
International Students ◽  
Business Strategy ◽  
International Student ◽  
Service Industry ◽  
Student Body ◽  
Adaptation Measures ◽  
Advantages And Disadvantages ◽  
Study Results ◽  
Russian Universities ◽  
Small And Medium Business

Introduction. Despite numerous research works on international students’ training at Russian universities, no analysis of efforts to increase student body has been made so far. In this paper, the authors analyze various aspects of policies aimed at increasing international students’ body (economic advantages, sociocultural benefits, education system changes, international students’ adaptation management). The goal of the paper is to consider the advantages and disadvantages of the international students’ rise in the total population of Russian universities. Materials and Methods. The study comprised several stages, including statistical data screening, analysis of international students’ adaptation measures efficiency, the education process participants’ survey and observation of the activities of public agencies responsible for international students’ stay and study in Russia. The survey involved about 100 university employees, an equal amount of small and medium business representatives and 500 international students from Russian universities. 500 international students participated in a questionnaire survey, and digital content of Russian universities’ websites has been analyzed in order to obtain data necessary for the study. Results. The study revealed a trend toward a rise in international student body at Russian universities, with advantages including higher universities’ incomes, jobs preservation despite the demographic instability, and development of the region’s small and medium business owing to an increased demand for goods and services. The trend also provided socio-cultural and educational benefits and revealed the need to manage students’ adaptation, as well as to establish and develop interaction between universities and federal agencies. Discussion and Conclusion. The research results provide a contribution to education and student body management and regional business strategy planning. The findings may be of assistance to heads of recruitment agencies and bodies responsible for accompanying international students at the place of stay, as well as to service industry managers.

Strategies for regenerative business

2020 ◽  
pp. 147612702097922
Author(s):  
Tobias Hahn ◽  
Maja Tampe
Keyword(s):  
Business Strategy ◽  
Systems Approach ◽  
Evolutionary Process ◽  
Business Case ◽  
Ecological Systems ◽  
Business Strategies ◽  
Management Approach ◽  
Business Sustainability ◽  
Social Ecological Systems ◽  
Social Ecological

Escalating ecological degeneration and mounting social challenges highlight the need to rethink the current way of doing business. Human and business activities rely on functioning social-ecological systems but tend to take these for granted. Extant research on business sustainability has acknowledged the relevance of sustainability concerns for business strategy and organizing. Yet, dominant conceptualizations of business sustainability remain focused on the organization and its business case, in the quest to find strategies that translate less harmful social and environmental practices into competitive advantages. Only few scholars have gone beyond such a commercial logic and adopted a systems approach to derive business strategies from the logic of social-ecological systems. In this article, we propose that taking a systems approach means to conceptualize business sustainability in terms of regenerative business, that is, businesses that enhance, and thrive through, the health of social-ecological systems in a co-evolutionary process. As our main contribution, we develop the restore-preserve-enhance scale for regenerative business strategies reflecting a continuum of strategies for regeneration. These strategies follow from two main principles and related criteria for a systems-based level of aspiration and an adaptive management approach to regeneration. By doing so, we fundamentally shift the focus away from a business logic to a systems logic. Importantly, we offer concrete strategies for organizations to contribute to life-supporting conditions in social-ecological systems.

Strategic management in cartelized environment: case of Hisham Packaging, Dubai

2016 ◽  
Vol 6 (2) ◽  
pp. 1-16
Author(s):  
Mohammed Laeequddin ◽  
K. Abdul Waheed
Keyword(s):  
Strategic Management ◽  
United Arab Emirates ◽  
Automobile Industry ◽  
Business Strategy ◽  
Swot Analysis ◽  
Service Industry ◽  
Subject Area ◽  
Sales Manager ◽  
Content Type ◽  
B2b Marketing

Subject area Business-to-business (B2B) marketing, microeconomics and strategic management. Study level/applicability Target audience can be MBA students who are taking B2B marketing, microeconomics and strategic management courses. Case overview On 1 January 2015, Hamza joined Hisham Packaging, Dubai, United Arab Emirates (UAE) as the CEO. Hisham Packaging specialises in production of corrugated boxes of various sizes, both in plain and printed forms. Most of Hamza’s experiences have been in the automobile industry, where his focus was on Lean operations rather than marketing. After joining Hisham Packaging, he learnt that in service industry like printing and packaging, the business focus is more customer-oriented than process-orientated. In the packaging industry, each customer’s requirement is unique and customised with variety and small volumes. What was shocking to him was that there is an informal cartel arrangement among major corrugated box suppliers in the country and without the consent of the cartel members, he cannot take any major decision like expanding the business or accepting or dropping a customer. Hamza discussed the scenario with his sales manager Ahmad to see what strategy to adopt for the growth of the company. He was trying to figure out what next? Like any other newly joined CEO, Hamza also had plans to increase the market share and make the operations Lean. He quickly found that it would be difficult for him to make any major impact on the existing business due to the constraints and he needed a different strategic move to grow the company. Expected learning outcomes The outcomes include understanding of market dynamics, cartelization of companies based on market structure and strategy building. Students learn that an organization’s performance is just not dependent on how the managers plan, organize and control but it also depends on the competitors and customer’s strategies. Students learn how to apply strengths, weaknesses, opportunities, and threats (SWOT) analysis, Porter’s Five Forces analysis and PESTEL analysis in developing business strategy. Supplementary materials Teaching note is attached. Subject code CSS 8: Marketing

scholarly journals FEATURE-BASED RATIONALE MANAGEMENT SYSTEM FOR SUPPORTING SOFTWARE ARCHITECTURE ADAPTATION

2012 ◽  
Vol 22 (07) ◽  
pp. 945-964 ◽  
Author(s):  
BEDIR TEKINERDOGAN ◽  
HASAN SOZER ◽  
MEHMET AKSIT
Keyword(s):  
Software Architecture ◽  
Feature Model ◽  
Tool Support ◽  
Management Approach ◽  
Architecture Design ◽  
Design Rationale ◽  
Design Decisions ◽  
Design Alternatives ◽  
Architectural Tactics ◽  
Feature Based

Each software architecture design is the result of a broad set of design decisions and their justifications, that is, the design rationale. Capturing the design rationale is important for a variety of reasons such as enhancing communication, reuse and maintenance. Unfortunately, it appears that there is still a lack of appropriate methods and tools for effectively capturing and managing the architecture design rationale. In this paper we present a feature-based rationale management approach and the corresponding tool environment ArchiRationale for supporting software architecture adaptation. The approach takes as input an existing architecture and captures the design rationale for adapting the architecture for a given quality concern. For this we define a feature model that includes the possible set of architectural tactics to realize the quality concern. The presented approach captures the rationale for deciding on feature selections and for selecting the corresponding architecture design alternatives. ArchiRationale customizes and integrates the Eclipse plugin tools XFeature, ArchStudio and XQuery to provide tool support for capturing, storing and accessing the design rationale. We illustrate the approach for adapting a software architecture for fault tolerance.

scholarly journals Development of an Enterprise Architecture for Healthcare using TOGAF ADM

2021 ◽  
Vol 5 (3) ◽  
pp. 305-321
Author(s):  
Abba Suganda Girsang ◽  
Achmad Abimanyu
Keyword(s):  
Information Technology ◽  
Competitive Advantage ◽  
Business Strategy ◽  
Service Management ◽  
Enterprise Architecture ◽  
Management Approach ◽  
Strategic Objectives ◽  
Target Architecture ◽  
Business Objective ◽  
Complex Organization

Hospital is one of the most complex organization with highly intensive interaction between stakeholders (patients, nurses, doctors, staff, etc.). In the operation of a hospital, the use of Information technology has been proven to improve effectiveness and efficiency. However, in the majority of cases, the processes to achieve the Strategic Objectives through implementation of Information Technology are full of challenges. Based on the case study in Dharmais Cancer Hospital, there are many symptoms that are identified by this study and lead to 4 issues, namely: lack of ownership from Business users, lack of alignment between business strategy and IT strategy, lack of awareness to use IT as a tool for competitive advantage, and low quality of IT operation performances. In order to solve the issues and support the achievement of Strategic Business Objective through IT, an Enterprise Architecture approach can be used to develop baseline architecture, identify the target architecture, finding the gap, and use the gap as recommendation to solve those issues. The methodology chosen is TOGAF ADM, based on its focus on processes and its flexibility to combine artifacts and approaches that are most suitable for the case. This study develops 7 recommendations to Strengthen Business area of organization, 5 recommendations to Align IT plan with Business Strategy, 16 recommendations to Implement several IT solutions as Competitive Advantage for organization, and 8 recommendations to provide higher performances by enabling Service Management approach for IT Operation. This study also shows how TOGAF ADM can improve the awareness of the business users to the business itself. Doi: 10.28991/esj-2021-01278 Full Text: PDF

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