...The effects of ICT integration on customer service delivery a case study of Gusii Institute of Technology Kisii County. Author: Kaba N. Daniel Registration No: 09G-EDU-075 Name of Department: Education A research proposal submitted for the award of the Bachelor of education degree secondary option in the department education Africa Nazarene University. DATE: October, 2010 1 Declaration This proposal is my original work and has not been presented to any university for the award of any degree. Students name………………………………..Sign……………....Date ……………….. Supervisor This proposal has been submitted for review with my approval as university supervisor. Supervisor’s name……………………………Sign..…………………….Date ……………….. 2 Dedication To my family members, Pamela, Hema for their support, they were always encouraging. I also dedicate this proposal to my Lecturer Mr. Peter Kaoga for his guidance in writing this proposal. 3 Acknowledgements I wish to sincerely thank my family and friends for their patience and support during the writing of this proposal. My sister deserves a special mention for sharing her technical expertise with me on so many occasions. I would like to thank my supervisor Mr. Peter Kaoga most sincerely for his invaluable guidance and advice at all times. I also would like to convey my gratitude to him for his constant dedication and commitment to his students from which I have benefited. I am also very grateful to my classmates in the ICT stream who have frequently...
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...the malaysia’s population. This internship project is a part of my 2- year degree program which I conduct at University Tenaga Nasional (UNITEN) , which one of TNB subsidiary company. I was assigned to work in ICT division which is one of the none core business in TNB department that provide network infrastructure , data collection and producing intelligence system for tnb operation .the main client of ict division is distribution ,transmission ,and power generation .hence , the position of ict devision is like the hub of the TNB devisions since they have to corporate with every TNB department in order to ensure their business is running efficiently and running smoothly. I worked on an assignment project to investigate the development of Distribution Operation Management System (DOMS) that was developed by one of TNB primary vendor PSI IN control SDN BHD . the system was requested by Distribution System Operation (DSO) in TNB for the purpose of improving operation efficiency and eliminating manual process of managing planned outage. Besides that, I was also given the opportunity to join MFFA team to perform maintenance work on PDA equipment . This taks suits my major in information system , and also brought me to a very new and interesting area of using communication technologies in electricity network. Through the assignment, I did not only gain a lot of knowledge but more importantly, I also had a great chance to sharpen my skills in a professional working environment...
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...deployment of CRM applications has not always delivered the expected results while many CRM initiatives have failed. Consequently, the inability of CRM applications to deliver expected benefits has not only intensified the validity of previous findings and claims regarding the ICT productivity paradox, but it has also boosted current research. However, although the latter provides anecdotal evidence of the impact of ICT management practices on CRM effectiveness, there is a lack of empirical studies examining the relationship between CRM management and performance aspects. This study aims to fill in this gap by investigating the relation between firms’ CRM applications and exploitation with their ICT management practices and CRM benefits. The investigation and validation of the former are valuable, since it would enable managers to maximize CRM benefits by identifying and allocating the appropriate resources, time and efforts to CRM implementation. Relations are tested by gathering data from Greek tourism and hospitality companies. Findings provide useful practical suggestions for CRM evaluation and implementation strategies, while implications for future research are analyzed. Keywords: CRM, evaluation, ICT management, business processes. 1 INTRODUCTION Customer Relationship Management (CRM) has become a strategic imperative for all companies as its effective implementation can increase customer satisfaction, loyalty and retention and so, overall sales and repeat purchases...
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...high productivity and profitability, it has to implement and deploy optimal ICT practice. The report examines the ICT infrastructure that is utilized and deployed at Bahrain Polytechnic, which is one of the leading and well-established public universities in Bahrain. It attempts to provide a comprehensive overview of how ICT is implemented within the institution in regard to the physical infrastructure, systems, applications, networking and all other technical issues that are relevant to the ICT implementation and operations. Through the journey of investigating all aspects and concepts of ICT at Bahrain Polytechnic, this report tries of shed light on and assess the ICT services provided to the staff as well as to the customers who are the students. As it is the case to any organization, Bahrain polytechnic’s main aim of implementing best ICT practices is to ensure the best learning environment to the students and improve their performance and achievement as well as facilitate the performance of both the tutors and other staff. All this can maintain the institution’s competitive edge and place it amongst the most distinguished and pioneering universities in Bahrain. By carrying out surveys, observations and face-to-face interviews with ICT team members, this reports seeks to assess the overall performance of the ICT department, the systems, applications and their suitability and adequacy to support the various needs and requirements of the institution. In addition, it tries...
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...Introduction Information and communication technologies (ICT) refer to several forms of information exchange between two or more computers through any of the several methods of interconnection. These technologies provide speedy, inexpensive and convenient means of communication. The adoption of these technologies in many countries by different sectors of the economy have been found to have direct positive impact on the organizations's efficiency and have led to more rapid acceleration of development in these countries. In Nigeria, however, preliminary investigations show that only a few organizations in the economy have adopted the ICTs, but there has not been formal study to determine the level of adoption and impact on the efficiency of the organizations and the consequent effect on the nation's economy. This study, is therefore, designed to determine the level of adoption in the Nigerian organizations, and the impact on the operations of these organizations as well as investigating the factors responsible for the present level of adoption of these technologies in the organizations. Globalization of the social economy will further increase during the 21st century. The mission of international air transportation will become more important, and all airports around the world will have a significant role to play. Furthermore, it is predicted that air transportation demand in the world will double over the next 15 years. In the meantime, since the September 11, 2001 terrorist attacks...
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...Smart World Smart World Smartworld is a joint venture company of Etisalat and Dubai World Central established in 2008 that provides ICT services including TECO Services, Consultancy Services, Managed Services, and System Integration.delivering completely integrated and wide managed services throughout different areas in the Middle East Region. (Baldwin, 2011) Telco offering of Smartworld is based on its unique Gigabit capable open access network spread in 140 square kilometer area of Dubai world Central and based on FTTP (Fiber to the Premises) design and is capable of delivering up to One Gigabit bandwidth capacity to an individual office and its core is an IP-MPLS based network providing Network interface with Telcos and used for carrying IP based services and also Smartworld operates and manages SDH network to support legacy non IP Telco services. (LinkedIn, nd) Smartworld does system integration in the areas if Information and Communication Technology, Data Center Facilities and Special Airport System and the managed services of Smartworld. Smartworld also makes use of on-site 24/7 technical support team for regular operations and maintenance activities and also during any emergency situations providing support via telephone or email. Consultancy Services of Smartworld focus on the challenges of the business environment and let Smartworld take care of the complex IT needs providing a complete portfolio of...
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...Information & Management 41 (2004) 805–825 eAirlines: strategic and tactical use of ICTs in the airline industry Dimitrios Buhalis* Centre for eTourism Research (CeTR), School of Management, University of Surrey, Guildford, England GU2 7XH, UK Received 16 June 2002; received in revised form 26 April 2003; accepted 6 August 2003 Available online 13 November 2003 Abstract Information Communication Technologies (ICTs) have revolutionised the entire business world. The airline industry in particular has fostered a dependency on technology for their operational and strategic management. Airlines were early adopters of ICTs and have a long history of technological innovation, in comparison to many other travel and tourism businesses. This paper discusses comprehensive research, including exploratory research with airline executives, using qualitative methods to examine the use of ICTs in the contemporary airline industry and to discuss recent developments in the industry. The work demonstrated that the airline industry was using the Internet to improve its distribution strategy and reduce costs; it also used Intranets and internal systems to develop tactical and strategic management. In addition, Extranets were being gradually used for communicating with partners and to support business-to-business (B2B) relationships. The effort demonstrated that ICTs will be critical for the strategic and operational management of airlines and will directly affect the future competitiveness...
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...Bachelor of Science in Computer Science Degree 2003 – 2006 Makerere University Cisco Certified Networking Academy (CCNA1 – CCNA4) 1997 – 1999 Makerere University Business School Uganda Diploma in Business Studies (UDBS) 1995 – 1997 Old Kampala Senior Secondary School Uganda Advanced Certificate Of Education (UACE) 1991 - 1994 Nyakishojwa Senior Secondary School Uganda Certificate Of Education (UCE) 1984 - 1990 Nyakishojwa Primary School Primary Leaving Examinations (PLE) COMPUTER SKILLS: • Website design and maintenance • Programming skills using C, C++, Java, C# and the .NET Framework, HTML, JavaScript and CSS) • Database Management Systems (MYSQL, Oracle, and MSSQL Server) • Use of Operating Systems: Windows NT/XP, Windows 2000 and Windows 95/98. • Use of Microsoft Office packages (Access, Word, PowerPoint, FrontPage and Excel) • Switch and Server...
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...2343-6662 VOL. I, No.1, pp 1-8,October, 2013 AFRICA DEVELOPMENT AND RESOURCES RESEARCH INSTITUTE (ADRRI) JOURNAL ADRRI JOURNAL (www.adrri.org) ISSN: 2343-6662 VOL. I, No.1, pp 1-8,October, 2013 Effects of Information and Communication Technology (ICT) on Social Science Research Han Ping FUNG1,* 1 Technology Consulting, Hewlett-Packard, Kuala Lumpur, Malaysia *Han Ping FUNG (Email: corresponding han-ping.fung@hp.com) Abstract As more and more ICT tools being developed and used in social science research, it is a good idea to reflect how ICT had effects on social science research as a whole as there is a lacking of such study. This study is underpinned on and concurred with DeLone & McLean’s (1992, 2003) Information Systems (IS) Success Model in which ICT had effects on productivity of social science researchers. This study is based on participative observation approach in which ICT had effects on social science research in the following three ICT application areas: a) Pre-data analysis, b) Data analysis, and c) Post-data analysis. These three ICT application areas had improved a researcher’s productivity in terms of speed, quantity, quality, complexity as well as cost perspective is also discussed. Some concerns of using ICT are also included in this paper which encompasses: a) High learning curve, b) Revised expectation on researcher, c) Research by the convenient of big data, and d) Decrease of social skills of researcher. Limitation, recommendation for future works and...
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...by Alan Pickering, Tech Partners Consulting September, 2003 Introduction The use of Information and Communications Technology (ICT) in organisations has gone well past the stage of being unique, novel and even technically difficult. Nowadays, the technology is readily available, thanks to the volume demand from commercial and residential market segments. Even so, there are benefits from adopting a Standards based approach to choosing and deploying ICT assets; and offering technology based IT services to customers. This white paper will provide a brief introduction to the philosophy of Standard Operating Environments, and will explain the likely benefits, costs and planning factors that relate to adopting an SOE approach. Background When desktop computing and Local Area Networks appeared in organisations in the 1980’s, they were small scale and of little immediate consequence. Being somewhat complex, and requiring some hands on technical skills, they were acquired in small quantities. The low cash costs meant they were often purchased ‘under the radar’ of senior management and IT teams. The practical use and popularity of PCs and LANs grew, to the point that some organisations recognized the need to account for the cost of assets and people’s time spent on support. Since then, industry analysts have studied the real costs using Total Cost of Ownership (TCO) techniques and found that the total costs over the technology lifetime have been around 6-7 times...
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...Info3 Ict Revision Guide[pic] Table of Contents Chapter One: Future Developments 5 Emerging Technologies 5 Benefits to Leisure from Technology Advances 6 Potential future uses of ICT 6 Implications of future developments of ICT 7 Issues surrounding the rapid development of ICT 7 Chapter 2: Information and Systems 8 What is an organisation 8 Structure of an organisation 8 Pyramid Structures 9 Horizontal Structures 9 How has the development of ICT affected the organisational structure 10 Activities within an organisation 10 Strategic Level of task 10 Tactical level of task 10 Operational Level of Task 10 Exchanging Information with External Bodies 10 Chapter 3: Types of ICT system 12 Common Ict Systems 12 Legacy Systems 12 Back office systems 12 Day-to-day working systems 13 Management Information Systems 13 Enterprise resource planning systems 13 Customer Relationship Management Systems 13 Decision Support Systems 14 Ecommerce systems 14 Chapter 4: Managing ICT 15 Organisation Size 15 Information Flow 15 ICT management and business strategy 15 Chapter 5 ICT Strategy 16 Factors Influencing a Strategy 16 Managing Information Assets over time 16 The Need for a Corporate Strategy 17 Upgrading Hardware & software 17 Standards 17 Chapter 6: ICT Policies 18 Ict Training Policy 18 ICT security Policy 18 ICT procurement Policy 19 Chapter 7: Legislation 20 Impact of Legislation on ICT policies 20 Developed Legislation 20 Copyright Designs and Patent Act 1988 21 Software theft 21 Health...
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...information communication technology (ICT) has become an integral part of everyday life for many people. ICT encompasses a large scope of technological resources “that are used to create, communicate, store, disseminate and manage information” (EDTK2030: Unit 1, p. 3). Examples of such include computers, computer programs, mobile phones, and televisions. Over the years ICT has become more prominent within the educational system; such technology is used for administrative and managerial work, and now more frequently for teaching and learning practices and opportunities within classrooms (Kamau, 2012). One of the ICT tools utilized for learning is electronic mail (e-mail). E-mails are electronic messages distributed from one person to another via the use of a computer and network system. ICT tools, such as e-mails, offer both affordances and constraints, as well as require knowledge of how learning occurs in order to be incorporated into teaching and learning practices; however, there are solutions to the constraints associated with such tools. Affordances, as indicated by Norman (As cited in Hammond, 2010, p. 208), are the “perceived and actual properties” and functions of a mechanism, that define its possible uses in certain situations. However, affordances typically coexist with constraints (EDTK2030: Unit 1), which are certain boundaries that limit the way in which an object or mechanism can be manipulated. Despite the affordances, ICT tools used for education purposes require...
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...Communication in Health and Social Care organizations Introducion The purpose of this essay is introduced and analyses the central importance of communication in heath and social care organisation starting with different theories of communication. Also will explore the used communication skills, ways to overcome barriers to meet individual needs because of their many different elements can influence the communication process, and advantages in communication. In addition the last session is about how to use the standard software to support the work, why important, and benefits of information and communication technology in health and social care settings. Exploring the communications skills in health and social care organisations This essay argues that the communication is one of the most important elements of civilisation, this is how people exchange of words and meanings through common understanding. Communication is the way of sending and receiving messages one person to another. (F. C. Lunenburg, 2010) Theories of communication As a result of this fact the communication is based on different theories. Namely one of the main theories is the Behaviourist theory. Lefrancoise (1988:29) argues that have two principal classes and they make use any of these classes of examples for learning. Both classes of behaviourism stated on very close to each other as for simultaneity of stimulus a response events, also stated on the effects of behaviour as for reinforcement...
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...Developing the use of Information and Communication Technology with Adult Literacies Learners in Scotland A overview of the E-learning Support Project August 2007 – March 2008 Scottish Government Peter Lanigan Development Co-ordinator Learning Connections [pic] Background to the Project During the period 2004 to 2007, funding was provided by Learning Connections for some 26 innovative projects around Scotland using ICT in adult literacies learning. The funding provided small grants of up to £6000 to support developments and has encouraged the use of ICT / e-learning in various different context and locations. In reviewing this programme in 2007, we decided to adopt a different approach for 2007/8 which would encourage and support local integration of e-learning into literacies learning. We engaging the services of Sheerface Ltd. to work with individual literacies partnerships across Scotland. Project Aims The contractor appointed worked with Learning Connections to develop and support local initiatives for integrating ICT / e-learning into adult literacies learning in their particular area. Funding was available to support local initiatives to try out ideas for using ICT which were new to their literacies partnership. The aims were • to raise awareness of the lessons learned from the ICT Innovations projects undertaken 2004 to 2007, and other work undertakes by Learning Connections during that period • to promote and...
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...Five ICT Essentials for Smart Cities A Whitepaper for Business Executive Summary More than half of the population of the Earth now live in urban areas (United Nations, 2012). Modern cities face many challenges and opportunities because of this. The challenges range from providing a good quality of life for citizens to ensuring appropriate socio-economic development year on year, while the opportunities can be seen in businesses becoming more efficient and innovative, to the reduction of crime through the use of ICTs in policing. The concept of making cities “smart” has grown out of the need for cities to meet these challenges and opportunities. Based on an analysis of the literature on Smart Cities1, Future Internet2 and Open Living Labs3, this paper examines, from the perspective of Information and Communication Technology (ICT) usage, what the essential components are for making a city “smart”. It outlines five essential ICT elements that cities need to acquire or develop on their path to becoming smarter. The paper then comments on the non-material essentials that also make up a good ICT strategy for smart cities. It argues that along with the five ICT essentials outlined in this paper, cities must develop sustainable partnerships and cooperation strategies among main stakeholders to ensure the effective sharing of common city resources among citizens and businesses. If this is achieved, urban and regional innovation ecosystems can develop, in turn, speeding...
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