scholarly journals Artificial Intelligence based Business Process Automation for Enhanced Knowledge Management

2021 ◽  
Vol 3 (2) ◽  
pp. 65-78
Author(s):  
Bindhu V
Keyword(s):  
Artificial Intelligence ◽  
Knowledge Management ◽  
Business Process ◽  
Success Factors ◽  
Business Processes ◽  
Nominal Group Technique ◽  
Customer Relationship ◽  
Nominal Group ◽  
Critical Success ◽  
Crm System

A customer relationship management (CRM) system based on Artificial Intelligence (AI) is used to discover critical success factors (CSF) in order to improve the automated business process and deliver better knowledge management (KM). Moreover, different factors contribute towards achieving efficient knowledge management in CRM systems with AI schemes. Identifying the key elements may be accomplished in a variety of ways. For this purpose, Delphi technique, nominal group technique, and brainstorming approach are used. Using the interpretive structural modelling (ISM) approach, ten key variables, significance degree, and interaction are determined. CSFs such as funding, leadership, and support are the most important of the ten variables identified for integrating KM, CRM, and AI. This approach has the potential to significantly improve the business processes.

Knowledge management in improving business process: an interpretative framework for successful implementation of AI–CRM–KM system in organizations

2020 ◽  
Vol 26 (6) ◽  
pp. 1261-1281 ◽  
Author(s):  
Sheshadri Chatterjee ◽  
Soumya Kanti Ghosh ◽  
Ranjan Chaudhuri
Keyword(s):  
Knowledge Management ◽  
Business Process ◽  
Success Factors ◽  
Successful Implementation ◽  
Content Type ◽  
Critical Success ◽  
Crm System ◽  
Leadership Support ◽  
Adequate Fund ◽  
Interpretative Framework

PurposeThe purpose of this paper is to identify the critical success factors (CSFs) for AI-integrated CRM system for better knowledge management (KM) in organizations to improve business process.Design/methodology/approachThe factors critical for adoption of AI-integrated CRM system for efficient knowledge management are innumerable. The salient factors may be identified by several means. Methods like brainstorming and Delphi have been applied here. Sixteen CSFs have been identified. Then the interrelationship among these 16 factors, levels of their importance and the principal driving factors have been established by interpretative structural modelling (ISM) methodology.FindingsThe results show that out of 16 CSFs, leadership support, adequate fund and support of functional area leads are the most important CSFs for AI–CRM–KM integration.Practical implicationsThe results show that support of top management is essential for successful adoption of AI-integrated CRM system for better knowledge management to improve the business process.Originality/valueThis paper has taken a novel attempt to identify CSFs for AI-integrated CRM adoption for efficient knowledge management system in organizations for improvement of business process and to establish interrelationship among those CSFs with the help of ISM methodology.

scholarly journals Adaptive model to support business process reengineering

2021 ◽  
Vol 7 ◽  
pp. e505
Author(s):  
Noha Ahmed Bayomy ◽  
Ayman E. Khedr ◽  
Laila A. Abd-Elmegid
Keyword(s):  
Business Process ◽  
Success Factors ◽  
Business Processes ◽  
Business Environment ◽  
Process Time ◽  
Critical Success ◽  
Proposed Model ◽  
Before And After ◽  
Time Cycle ◽  
The One

The one constant in the world is change. The changing dynamics of business environment enforces the organizations to re-design or reengineer their business processes. The main objective of such reengineering processes is to provide services or produce products with the possible lowest cost, shortest time, and best quality. Accordingly, Business Process Re-engineering (BPR) provides a roadmap of how to efficiently achieve the operational goals in terms of enhanced flexibility and productivity, reduced cost, and improved quality of service or product. In this article, we propose an efficient model for BPR. The model specifies where the breakdowns occur in BPR implementation, justifies why such breakdowns occur, and proposes techniques to prevent their occurrence again. The proposed model has been built based on two main sections. The first section focuses on integrating Critical Success Factors (CSFs) and the performance of business processes during the reengineering processes. Additionally, it implements the association rule mining technique to investigate the relationship between CSFs and different business processes. The second section aims to measure the performance of business processes (intended success of BPR) by process time, cycle time, quality and cost before and after reengineering processes. A case study of the Egyptian Tax Authority (ETA) is used to test the efficiency of the proposed model.

scholarly journals IMPROVING INSTITUTIONAL SERVICES THROUGH UNIVERSITY ERP: A STUDY OF THE ACADEMIC PLANNING MODULE DEVELOPMENT AT SEEU

SEEU Review ◽  
2017 ◽  
Vol 12 (2) ◽  
pp. 62-81
Author(s):  
Blerta Abazi Chaushi ◽  
Zamir Dika ◽  
Agron Chaushi
Keyword(s):  
Higher Education ◽  
Business Process ◽  
Enterprise Resource Planning ◽  
Success Factors ◽  
Business Processes ◽  
Higher Education Institutions ◽  
Resource Planning ◽  
Academic Planning ◽  
Critical Success ◽  
The Impact

Abstract Enterprise Resource Planning (ERP) systems are used by universities to handle the academic services and business processes while providing enhanced experience and services to students. This study begins with a background review of ERPs in higher education institutions, the impact on the business processes through optimization and the importance of critical success factors for easier implementation. Secondly, Academic Planning, a core part of the student module of ERPs for higher education, is analyzed in this paper from the prism of data integration, business process workflow, and process optimization. The issues that arise with development of a module are addressed through a case study at SEE-University. The data and business process workflows are based on an actual study by real implementation at this institution. The findings from this study will serve other universities who are in the process of implementation of an ERP to ease their development process and improve the efficiency of the services provided. Main contribution of this study is that it reduces the gap in literature and practice for issues and solutions that arise with the development of a new system, especially in higher education institutions, which in turn are very scarce in nature.

scholarly journals Critical Success Factors of the Reliability-Centred Maintenance Implementation in the Oil and Gas Industry

Symmetry ◽  
2020 ◽  
Vol 12 (10) ◽  
pp. 1585 ◽  
Author(s):  
Masoomeh Zeinalnezhad ◽  
Abdoulmohammad Gholamzadeh Chofreh ◽  
Feybi Ariani Goni ◽  
Jiří Jaromír Klemeš
Keyword(s):  
Critical Success Factors ◽  
Success Factors ◽  
Oil And Gas ◽  
Nominal Group Technique ◽  
Oil And Gas Industry ◽  
Nominal Group ◽  
Gas Industry ◽  
Implementation Phase ◽  
Critical Success ◽  
Critical Measure

Reliability-Centred Maintenance (RCM) is a strategic process to improve the maintenance planning of companies which contributes to sustainable production. This method has been applied by numerous industries to achieve an efficient maintenance process, but many have not fully completed their goals. The reason for this failure is that RCM implementation is complex, and organisations need to have adequate preparations before they implement it. In the pre-implementation phase, it is necessary to know the number of Critical Success Factors (CSFs) as a critical measure for implementing the RCM method successfully. Therefore, it is important for practitioners to apply a symmetric mechanism involving fuzzy systems to achieve the desired RCM implementation. There are a limited number of studies that have observed these factors regarding the characteristics of oil and gas companies, especially in the pre-implementation phase. Addressing RCM pre-implementation issues is of high importance from the economic perspective of sustainability for oil and gas organisations. The objective of this study is to investigate significant items in RCM pre-implementation through a combination of quantitative and qualitative analyses. The Nominal Group Technique (NGT) method is applied by gaining the opinion of experts to determine the factors and prioritising them using mathematical modelling. A group of related experts from the oil and gas industry were initially interviewed and surveyed to determine the critical success factors. These identified factors were then analysed using quantitative analysis to identify the important degrees and scored using Fuzzy Analytic Network Process (FANP). Fifteen major factors affecting the criticality of successful RCM implementation have been identified and prioritised, based on their weights. The model proposed in this study could be used as a guideline for assessing CSFs in other countries. To apply the proposed model in different contexts, it needs to be modified according to the needs, policies, and perspectives of each country.

scholarly journals Enterprise Resource Planning Modification: A Literature Review

2021 ◽  
Vol 12 (1) ◽  
pp. 33-43
Author(s):  
Mahaning Indrawaty Wijaya ◽  
Suzanna - ◽  
Diana Utomo
Keyword(s):  
Literature Review ◽  
Business Process ◽  
Enterprise Resource Planning ◽  
Critical Success Factors ◽  
Success Factors ◽  
Business Processes ◽  
Resource Planning ◽  
Erp Implementation ◽  
Erp System ◽  
Critical Success

The current low success level of Enterprise Resource Planning (ERP) implementation stimulates the rise of research to find the critical success factor of it. One of the challenges of ERP implementation is to find a ‘fit’ between business and system requirements. It is claimed that standardizing business processes to follow the ERP system will positively impact organizations to follow the best practice process. However, there is another challenge that organization should not reengineer their business process to fit the ERP system, but rather modify or customize the ERP system to match their business process. This belief argues that standardizing business processes is not the right solution that applies to every organization since it can degrade an organization’s competitive advantages. Based on the background, the research aimed to construct a comprehensive review to succeed in implementing an ERP system, particularly on ERP modification, using a systematic literature review method. It was done by collecting and analyzing scientific publications related to ERP critical success factors with special attention to system modification. The literature review results in a comprehensive explanation of ERP modification. It includes elaborating on different types of misfit and customization to cultivate the understanding of ERP modification, a flowchart to analyze misfit to help the organization to evaluate modification requests, and critical success factors of modified ERP implementation.

scholarly journals Critical success factors for electronic customer relationship management success adoption: Telecommunication companies case study

2021 ◽  
Vol 8 (10) ◽  
pp. 116-130
Author(s):  
Anaam et al. ◽  
Keyword(s):  
Literature Review ◽  
Systematic Literature Review ◽  
Critical Success Factors ◽  
Success Factors ◽  
Customer Relationship ◽  
Individual Factors ◽  
Critical Success ◽  
Crm System ◽  
Telecommunication Companies ◽  
Rate Of Failure

A systematic literature review has been conducted on the exiting E-CRM system and found that 70% of E-CRM projects do not meet their ultimate goals. Furthermore, more than 77% of E-CRM projects do not succeed in the company's objectives. Many telecommunication companies reported that the existing E-CRM systems face severe challenges, which hinder the E-CRM system's successful adoption. This study aims to report the literature review on the Critical Success Factors for E-CRM systems and identify the rate of failure for E-CRM adoption. The systematic literature review (SLR) method has been conducted by analyzing 210 articles between 2011 to 2021 from different databases collections of research papers. The study determines E-CRM Critical Success Factors from three aspects: technology, organization, and individual factors. The three main categories were analyzed as the effects of the issue on E-CRM success in telecommunication companies. The results show that the three aspects (technology, organization, and individual factors) have a significant effect on the successful adoption of E-CRM.

Knowledge management

2014 ◽  
Vol 14 (1) ◽  
pp. 108-134 ◽  
Author(s):  
Morteza Shokri-Ghasabeh ◽  
Nicholas Chileshe
Keyword(s):  
Knowledge Management ◽  
Success Factors ◽  
Research Study ◽  
South Australia ◽  
Lessons Learned ◽  
Extensive Literature ◽  
Management Support ◽  
Content Type ◽  
Critical Success ◽  
Methodological Triangulation

Purpose – A research study has been undertaken at the University of South Australia to introduce application of lessons learned process in construction contractors ' bidding process in the context of knowledge management. The study aims to identify barriers to effectively capture lessons learned in Australian construction industry and how knowledge management can benefit from lessons learned application. Design/methodology/approach – The research study has been undertaken through conducting a “methodological triangulation” and “interdisciplinary triangulation”. This involved an extensive literature review of knowledge management, organisation learning, lessons learned and associated processes and administration of a questionnaire to a sample of construction contractors operating in Australia to elicit opinions on the main barriers to capturing lessons learned, practices such as existence and retention of documentation procedures. A total of 81 useable responses were received from 450 organisations. Response data were subjected to descriptive and inferential statistics with correlation analysis to examine the strength of relationship among the barriers. Findings – The top-3 barriers to the effective capturing of lessons learned were “lack of employee time”, “lack of resources” and “lack of clear guidelines”, whereas, “lack of management support” was the least ranked barrier. The study established that despite the majority of the ACCs having formal procedures for recording the tenders submitted and their outcomes, only a minority actually retained the lessons learned documentation for each project. The larger contractors were found to be more aware of the importance of lessons learned documentation. A comparative analysis with previous studies also found a disparity in the ranking of the barriers. Research limitations/implications – The majority of the participants were small construction contractors in Australia. The reason is that the researchers were not aware of the contractors ' size prior to inviting them for participation in the research study. Second the findings may not generalize to other industries or to organisations operating in other countries. Originality/value – The findings of this survey help ACCs to understand the importance of lessons learned documentation as part of lessons learned implementation and identify the barriers to effectively document their lessons learned. The study provides insights on the barriers and proposes advocated solutions in form of drivers and enablers (critical success factors) of organisational learning capturing among the Australian construction contractors. By reviewing the current literature, “post-project reviews” and “lessons learned” as important elements of organisation learning knowledge transfer, are addressed. Finally, contribution of this study to knowledge and practice has been discussed in this paper.

scholarly journals CONTEMPORARY MANAGEMENT OF BUSINESS PROCESSES WITHIN THE SUPPLY CHAIN OF FASHION INDUSTRY

2020 ◽  
pp. 36-39
Author(s):  
Andrea Dobrosavljević ◽  
Snežana Urošević
Keyword(s):  
Supply Chain ◽  
Business Process ◽  
Business Process Management ◽  
Process Management ◽  
Business Processes ◽  
Demand Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Fashion Industry ◽  
The Impact

Business processes are present in all types of organizations, regardless of the size or industry within which the organization operates. Successful business process management (BPM) is an indicator of the level of process maturity of the organization. Within the supply chain, it is possible to observe the presence of business processes of a collaborative nature, as BPM relies on the principles of partnership, development, and exchange of information through links that exist within this chain between all actors [1]. Within this paper, BPM in the relations with suppliers and consumers within the supply chain of organizations operating in the fashion industry is considered. Lambert [2] lists eight macro processes that take place in the supply chain, between suppliers, manufacturers, distributors, retailers and end consumers, as follows: customer relationship management, supplier relationship management, demand management, order execution, fl ow management production, product development and commercialization and return management. Within this paper, a research is presented which analyzes the segments of managing collaborative business processes within the supply chain of the fashion industry, based on the responses of 508 managers and employees in the fashion industry in the Republic of Serbia. The needs for the development of certain segments in accordance with the needs of modern business process management have been explored.Scientifi c novelty. The research part of this paper relies on the application of Friedman's test which enables the analysis of the current state of BPM in relations with suppliers and consumers within the supply chain of the fashion industry, expressed through workers' responses with a ranking of their preferences. This paper contributes to the creation of a knowledge base within the research in the fi eld of the impact of BPM on improvements in the supply chain, on the basis of which it is possible to conduct further research and upgrade knowledge.Practical value. The fi ndings derived from the results of research of this type contribute to the development of the business from various aspects. The benefi ts can be refl ected not only through the strengthening of the competitive position but also through the sustainability of business on the basis of adequate application of BPM practices in all business segments. Accordingly, in addition to the scientifi c novelty, which is refl ected in the results of the rese arch work, there is a practical novelty, which is refl ected in the guidelines for the development of modern BPM within the supply chain of the fashion industry.

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