...IT-Umfeld 611 CRM Evaluation An Approach for Selecting Suitable Software Packages Ina Friedrich1, Jon Sprenger2, Michael H. Breitner2 1Accenture GmbH Campus Kronberg 1, 61476 Kronberg ina.friedrich@accenture.com 2Institut 1 für Wirtschaftsinformatik, Leibniz-Universität Hannover Königsworther Platz 1, 30167 Hannover {sprenger|breitner @iwi.uni-hannover.de} Introduction Customer Relationship Management (CRM)1 has been discussed in the literature since the nineties. IT evaluation on the other hand dates back to the eighties starting with a more contemporary approach (Farbey et al. 1999, p. 191). As reported by earlier works, the success rate of CRM implementation projects is up to today still not satisfactory (Becker et al. 2009; Finnegan and Currie 2009). Reasons for failing the expectations of involved parties are diverse, but can be summarized under the three dimensions: people, process and technology (Figure 1). Due to the described quality problems and the speed of evaluation results becoming outdated, new CRM solutions or updated versions of established products continuously enter the market. CRM solutions range from simple address and activity management applications to integrated software packages linking front office and back office functions (Chen and Popovich 2003, p. 673). Hence, there exists a multitude of different characterizations for CRM. For the context of this paper a definition by Goldenberg (2000) is used, who describes CRM as a cross-functional, customerdriven...
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...03-Bloomberg-45467.qxd 12/26/2007 11:52 AM Page 65 CHAPTER 3 Presenting Methodology and Research Approach OVERVIEW Chapter 3 of the dissertation presents the research design and the specific procedures used in conducting your study. A research design includes various interrelated elements that reflect its sequential nature. This chapter is intended to show the reader that you have an understanding of the methodological implications of the choices you made and, in particular, that you have thought carefully about the links between your study’s purpose and research questions and the research approach and research methods that you have selected. Note that in the proposal’s chapter 3, you project what you will do based on what you know about the particular methods used in qualitative research, in general, and in your tradition or genre, in particular; hence, it is written in future tense. In the dissertation’s chapter 3, you report on what you have already done. You write after the fact; hence, you write in past tense. As such, many of the sections of chapter 3 can be written only after you have actually conducted your study (i.e., collected, analyzed, and synthesized your data). To write this chapter, you need to conduct literature reviews on the methodological issues involved in qualitative research design. You need to show the reader that you (a) have knowledge of the current issues and discourse, and (b) can relate your study...
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...2001 First published 2001 Apart from any fair dealing for the purposes of research or private study, or criticism or review, as permitted under the Copyright, Designs and Patents Act, 1988, this publication may be reproduced, stored or transmitted in any form, or by any means, only with the prior permission in writing of the publishers, or in the case of reprographic reproduction, in accordance with the terms of licences issued by the Copyright Licensing Agency. Inquiries concerning reproduction outside those terms should be sent to the publishers. SAGE Publications Ltd 6 Bonhill Street London EC2A 4PU SAGE Publications Inc 2455 Teller Road Thousand Oaks, California 91320 SAGE Publications India Pvt Ltd 32, M-Block Market Greater Kailash – I New Delhi 110 048 British Library Cataloguing in Publication data A catalogue record for this book is available from the British Library ISBN 0 7619 6538 6 ISBN 0 7619 6539 4 (pbk) Library of Congress catalog record available Typeset by Keystroke, Jacaranda Lodge, Wolverhampton. Printed in Great Britain by The Cromwell Press Ltd, Trowbridge, Wiltshire CONTENTS Acknowledgements Introduction 1 2 3 4 5 6 7 8 Research and the Research Problem Information, and How to Deal with It Types of Research Nature and Use of Argument More about the Nature of Research Research Quality and Planning Research Methods Preparing the Research Proposal and Starting to Write References Index vi 1 5 39 69 117 151 189 225 276 314 318 ACKNOWLEDGEMENTS ...
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...1 EDUCATIONAL RESEARCH Unit Structure 1.0 Objectives 1.1 Introduction 1.2 Sources Acquiring Knowledge 1.3 Meaning, Steps and Scope of Educational Research 1.4 Scientific Method, aims and characteristics of research as a scientific activity 1.5 Ethical considerations in Educational Research 1.6 Paradigms of Educational research 1.7 Types of Research 1.7.a Fundamental 1.7.b Applied Research 1.7.c. Action Research 1.0 OBJECTIVES : After reading this unit, you will be able to: 1 To explain the concept of Educational Research 2 To describe the scope of Educational Research 3 To state the purpose of Educational Research 4 To explain what is scientific enquiry. 5 To explain importance of theory development. 6 To explain relationship among science, education and educational research. 7 To Identity fundamental research 8 To Identity applied research 9 To Identify action research 10 To Differentiate between fundamental, applied, and action research 11 To Identify different paradigms of research 2 1.1 INTRODUCTION : Research purifies human life. It improves its quality. It is search for knowledge. If shows how to Solve any problem scientifically. It is a careful enquiry through search for any kind of Knowledge. It is a journey from known to unknown. It is a systematic effort to gain new knowledge in any kind of discipline. When it Seeks a solution of any educational problem it leads to educational...
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...reading this unit, you should be able to : • • • • describe the type of managerial research problems which utilise the tools of attitude measurement; discuss the type of issues which come up when one attempts the measurement of attitudes; explain the different attitude measurement scales, alongwith their strengths and limitations; decide for which type of research problems one should go in for specific scale or think of using multidimensional scaling. Attitude Measurement and Scales Structure 6.1 6.2 6.3 6.4 6.5 6.6 6.7 6.8 6.9 6.10 6.11 6.12 6.13 6.14 6.15 6.16 Introduction Attitudes, Attributes and Beliefs Issues in Attitude Measurement Scaling of Attitudes Deterministic Attitude Measurement Models : The Guttman Scale Thurstone's Equal-Appearing Interval Scale The Semantic Differential Scale Summative Models : The Likert Scale The Q-Sort Technique Multidimensional Scaling Selection of an Appropriate Attitude Measurement Scale Limitations of Attitude Measurement Scales Summary Key Words Self-assessment Exercises Further Readings 6.1 INTRODUCTION There are a number of management decisions which are taken in an organisation, from time to time. The decisions may relate to the acquisition or disposal of materials/machines, manufacturing or marketing of products, hiring or firing of employees, opening or closedown of plants, promotion or reversion of personnel, and so on. Some of these decisions may rely on data for which the units of measurement are capable of statistical...
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... Introduction A decision support system (DSS) is a computer-based information system that supports business or organizational decision-making activities. DSSs serve the management, operations, and planning levels of an organization and help to make decisions, which may be rapidly changing and not easily specified in advance. Typical information that a decision support application might gather and present are: * Inventories of information assets (including legacy and relational data sources, cubes, data warehouses, and data marts), * Comparative sales figures between one period and the next, * Projected revenue figures based on product sales assumptions. Making decisions concerning complex systems (e.g., the management of organizational operations, industrial processes, or investment portfolios; the command and control of military units; or the control of nuclear power plants) often strains our cognitive capabilities. Even though individual interactions among a system's variables may be well understood, predicting how the system will react to an external manipulation such as a policy decision is often difficult. What will be, for example, the effect of introducing the third shift on a factory floor? One might expect that this will increase the plant's output by roughly 50 percent. Factors such as additional wages, machine weardown, maintenance breaks, raw material usage, supply logistics, and future demand need also be considered; however, as they all will impact...
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...7-2aSteps in Selection * 7-2bBasic Selection Criteria * 7-3Popular Selection Techniques * 7-3aApplications and Background Checks * 7-3bEmployment Tests * 7-3cWork Simulations * 7-3dPersonal Interviews * 7-3eOther Selection Techniques * 7-4The Selection Decision * 7-4aMultiple Indicators * 7-4bSelection Errors * 7-4cReliability and Validity * 7-4dLegal and Effectiveness Issues in Recruiting and Selection * 7-5Training and Development * 7-5aManagement Development * 7-5bOrganizational Development * 7-5cEvaluating Training and Development * Chapter Review * Chapter Summary * Learning Objectives * Key Terms * Key Points for Future Managers The Coaching Carousel It’s called the coaching carousel. Every year when football season ends, coaches get fired and new coaches get hired. And because every team needs a head coach, there is precisely one job at each team and that job has to be filled—quickly. Consider the National Football League. Every team wants to make the playoffs, so that becomes the critical measure of success. The day after the regular season ends is known as Black Monday, and most firings take place that day or a few days after. Of course, not all teams failing to make the playoffs fire their coach. Sometimes a team has a long history of success, and one bad year is considered an aberration. In other cases, a team is in the midst of rebuilding...
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...Financial Accounting Standards Board ORIGINAL PRONOUNCEMENTS AS AMENDED Statement of Financial Accounting Standards No. 157 Fair Value Measurements Copyright © 2010 by Financial Accounting Foundation. All rights reserved. Content copyrighted by Financial Accounting Foundation may not be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the Financial Accounting Foundation. FAS157 Statement of Financial Accounting Standards No. 157 Fair Value Measurements STATUS Issued: September 2006 Effective Date: For financial statements issued for fiscal years beginning after November 15, 2007, and interim periods within those fiscal years Affects: Amends APB 21, paragraphs 13 and 18 Deletes APB 21, footnote 1 Amends APB 28, paragraph 30 Amends APB 29, paragraphs 18 and 20(a) Deletes APB 29, paragraph 25 and footnote 5 Amends FAS 13, paragraph 5(c) Amends FAS 15, paragraphs 13 and 28 Deletes FAS 15, footnotes 2, 5a, and 6 Amends FAS 19, paragraph 47(l)(i) Amends FAS 35, paragraph 11 and footnote 5 Deletes FAS 35, footnote 4a Amends FAS 60, paragraph 19 Deletes FAS 60, footnote 4a Amends FAS 63, paragraphs 4, 8, and 38 through 40 Amends FAS 65, paragraphs 4, 6, 9, 10, 12, and 29 Amends FAS 67, paragraphs 8 and 28 Deletes FAS 67, footnote 6 Amends FAS 87, paragraphs 49 and 264 and footnote 12 Deletes FAS 87, footnote...
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...University of Economics and Business Administration Department of Production Management Nordbergstraûe 15 1090 Vienna Austria gerald.reiner@wu-wien.ac.at Cataloging-in-Publication Data Library of Congress Control Number: 2005924508 ISBN 3-7908-1583-7 Physica-Verlag Heidelberg New York This work is subject to copyright. All rights are reserved, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilm or in any other way, and storage in data banks. Duplication of this publication or parts thereof is permitted only under the provisions of the German Copyright Law of September 9, 1965, in its current version, and permission for use must always be obtained from Physica-Verlag. Violations are liable for prosecution under the German Copyright Law. Physica is a part of Springer Science+Business Media springeronline.com ° Physica-Verlag Heidelberg 2005 Printed in Germany The use of general descriptive names, registered names, trademarks, etc. in this publication does not imply, even in the absence of a specific statement, that such...
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...Abstract The development of the banking system is always associated with the contemporary changes in the economy. The Indian banking industry has undergone a metamorphosis in the last two decades due to changes in the political, economic, financial, social, legal and technological environments. The mind boggling advances in technology and deregulation of financial markets across the countries created new opportunities, tempting banks to enter every business that had been thrown open. The banks are now moving towards universal banking concepts, while adding new channels and a series of innovative product offerings catering to various segments at an attractive price. This makes it imperative for the banks to adopt sophisticated risk management techniques and to establish a link between risk exposures and capital. Effective management of risk has always been the focus area for banks owing to the increasing sophistication in the product range and services and the complex channels that deliver them. The challenge for the banks is to put in place a risk control system that minimizes the volatility in profit and engenders risk consciousness across the rank and file of the organization. Sound risk management will ensure a healthy bottom line for the bank as risk taken by the bank will be commensurate with return and will be within an approved risk management policy. As all transactions of the banks revolve around raising and deploying the funds, Asset-Liability Management (ALM) gains more significance...
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...auditors. ANS: F PTS: 1 11. The most frequent victims of program viruses are microcomputers. ANS: T PTS: 1 13. Operating system integrity is not of concern to accountants because only hardware risks are involved. ANS: F PTS: 1 14. Audit trails in computerized systems are comprised of two types of audit logs: detailed logs of individual keystrokes and event-oriented logs. ANS: T PTS: 1 15. In a telecommunications environment, line errors can be detected by using an echo check. ANS: T PTS: 1 16. Firewalls are special materials used to insulate computer facilities ANS: F PTS: 1 17. The message authentication code is calculated by the sender and the receiver of a data transmission. ANS: T PTS: 1 18. The request-response technique should detect if a data communication transmission has been diverted. ANS: T PTS: 1 19. Electronic data interchange translation software interfaces with the sending firm and the value added network. ANS: F PTS: 1 20. A value added network can detect and reject...
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...TABLE OF CONTENTS Section Introduction: A Guide to Writing Your Management Report Contact Information What is a Management Report? How do you Choose a Topic For Your Report? Getting Started with your Project Background and Setting the Scene Literature Review Methodology Research Approach Planning Your Management Report Structure of the Management Report Presenting Your Management Report Writing Tips for Your Management Report Engaging with the Supervision Process APPENDICES Appendix 1: Management Report Marking Criteria Table Appendix 2: Writing Tips - Transition Signals Appendix 3: Literature Review Summary Appendix 4: Referencing Guide Appendix 5: Supervision Meeting Logs Appendix 6: Useful Readings Page 3 4 5 5 7 8 9 13 14 16 17 24 26 27 29 33 35 36 46 49 MSc Management Report Handbook 3 Contact Information Module Convenor Dr Andrew St George ews@aber.ac.uk Programme Leaders Dr John Follett (jaf7@aber.ac.uk) Dr Tiffany Low (til1@aber.ac.uk) MSc International Business Management MSc Management and Digital Business (eff. from 2013/2014) MSc Management and Marketing MSc Management and Tourism Management (eff. from 2013/2014) MSc Management and Finance MSc Enterprise and Innovation MSc Management and Corporate Leadership MSc Management and Project Management - Mr Wyn Morris (dmm@aber.ac.uk) - Other Contacts in the School of Management and Business Mr Ian Thomas (ivt@aber.ac.uk) Ms Sarah Norrington-Davies (sgh@aber.ac.uk) Ms Carys Lennon (cyl@aber...
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...PRINCIPLES AND PRACTICE OF EDUCATIONAL RESEARCH Willis Yuko Oso Faculty of Education and School of Postgraduate Studies Amoud University - Somaliland [pic] Barkhadleh Printing, BORAMA - SOMALILAND Typesetting and Printing By Barkhadleh Printing, Borama, Somaliland. Barkhadleh52hotmail.com /0025224509257 Copyright © Willis Yuko Oso, 2013. All rights reserved. No part of this publication may be reproduced in whole or in part or transmitted in any form or by any means (except in the case of brief quotations embodied in critical review for educational purposes) without the express permission of the publisher in writing. Library of Congress Cataloguing in Publication Data Willis Yuko Oso Faculty of Education and School of Postgraduate Studies Amoud University Somaliland ISBN: 978-9966-793-32-1 TABLE OF CONTENTS TABLE OF CONTENTS iii LIST OF TABLES vii LIST OF FIGURES vii SYMBOLS USED IN THE TEXT x PREFACE xi 1: EDUCATIONAL RESEARCH – CONCEPTUALIZATION 1 1.0 Introduction 1 1.1 Defining Educational Research 1 1.2 Characteristics of Educational Research 4 1.3 Purpose of Educational Research 5 1.4 Types of Research 9 1.4.1 Basic Research 9 1.4.2 Applied Research 10 1.4.3 Action Research 11 1.4.4 Research and Development (R&D) 15 1.4.5 Operations Research 15 2: THE RESEARCH PROCESS 18 2.0 Introduction 18 2.1 Research Topic 18 2.1.1 What is a Research Topic? 18 2.1.2 Elements of a Research Topic 19 2.1.3 Identifying a Research Topic...
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...chilot.wordpress.com Legal Research Methods Teaching Material Prepared by: Prof (Dr) Khushal Vibhute & Filipos Aynale m Prepared under the Sponsorship of the Justice and Legal System Research Institute 2009 chilot.wordpress.com TABLE OF CONTENTS UNIT 1: INTRODUCTION-------------------------------------------------------------------1 1.1 Introduction--------------------------------------------------------------------------------------------------------2 1.2 Law and Society: Mutual Relationship & Interaction-----------------------------------------------------3 1.3 Legal System: A System of Norms and Social System?---------------------------------------------------4 1.4 Role of Law in A Planned Socio-Economic Development------------------------------------------------6 UNIT 2: LEGAL RESEARCH: AN INTRODUCTION----------------------------------8 2.1 What is research?-----------------------------------------------------------------------------------------------10 2.1.1 2.1.2 2.1.3 2.1.4 Meaning of research---------------------------------------------------------------------------------10 Objectives of research-------------------------------------------------------------------------------12 Motivation in research------------------------------------------------------------------------------13 Research and scientific method-------------------------------------------------------------------14 2.2 Types of research------------------------------------------------------------------------------------------------15...
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...DESCRIPTION OF COURSES. 4.1 Department of Electrical & Computer Engineering. 4.2 School of Computing. 4.3 Institute of Systems Science. 4.4 Department of Industrial & Systems Engineering. 4.5 Division of Engineering & Technology Management. 12 15 23 31 32 34 ATA/SE-DIP/TS-11/V1.34 page 1 of 35 Master of Technology in Software /Knowledge Engineering and Enterprise Business Analytics MASTER OF TECHNOLOGY Advanced Electives 1. INTRODUCTION 1.1 Overview All students that expect to have passed four core courses and eight basic electives after completing the scheduled examinations in November, and also have or expect to pass their project/internship, will be entitled to commence their Advanced Electives in NUS Semester II 2014/2015, which starts on 12 January 2015. However, it should be noted that a student’s registration for the Advanced Electives will be withdrawn if they either: 1. 2. 3. 4. 5. Fail any elective examination in November. Do not successfully complete their project/internship. For SE/KE Students: Do not achieve a CAP of at least 2.8. For EBAC Students: Do not achieve a CAP of at least 3.0. Do not meet NUS Academic Standing rules. Note that the examination results will only be published in early January 2015. Hence students who do not meet the above criteria will be required to withdraw from any Advanced Elective...
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