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Full-Text Articles in Social and Behavioral Sciences

The Development Of A User Self-Help Knowledge Management System For Help Desk: Deployment Of Knowledge Management Approach And Software Agent Technology, Kar Yin Leung, Sim K. Lau Nov 2012

The Development Of A User Self-Help Knowledge Management System For Help Desk: Deployment Of Knowledge Management Approach And Software Agent Technology, Kar Yin Leung, Sim K. Lau

Dr Sim Kim Lau

Most help desks have admitted their call volume has increased in the past decade while “help unavailable when needed” is the major reason for service delivery failure and user dissatisfaction. The habit of calling help desk for simple problems has prompted the investigation of transferring part of first-level troubleshooting duty from help desk to user. This research proposes the development of user self-help knowledge management system that allows user to solve simple and routine technical enquiries. The proposed approach incorporates software agent to allow autonomous handling of enquiries so that the most appropriate solution and user communication can be facilitated.


Knowledge Management In Information Technology Help Desk: Past, Present And Future, Kar Yin Leung, Sim K. Lau Nov 2012

Knowledge Management In Information Technology Help Desk: Past, Present And Future, Kar Yin Leung, Sim K. Lau

Dr Sim Kim Lau

Information technology has changed the way organizations function. This resulted in the reliance of help desks to deal with information technology related areas such as hardware, software, and telecommunication. Besides, the adoption of business process reengineering and downsizing have led to the shrinkage of the size of help desk. The shorter information technology product life cycle has worsened the situation by increasing the already sizeable help desk’s user base. Consequently, the help desk has to cover more information technology products and resolute more technical enquiries with less staff. Thus, the outcome is clear that users have to wait comparably ...


Relieving The Overloaded Help Desk: A Knowledge Management Approach, Kar Yin Leung, Sim Lau Nov 2012

Relieving The Overloaded Help Desk: A Knowledge Management Approach, Kar Yin Leung, Sim Lau

Dr Sim Kim Lau

No abstract provided.


A Multi-Agent Approach Towards Collaborative Supply Chain Management, Xin Li, Sim K. Lau Nov 2012

A Multi-Agent Approach Towards Collaborative Supply Chain Management, Xin Li, Sim K. Lau

Dr Sim Kim Lau

Supply chain collaboration has become a critical success factor for supply chain management and effectively improves the performance of organizations in various industries. Supply chain collaboration builds on information sharing, collaborative planning and execution. Information technology is an important enabler of collaborative supply chain management. Many information systems have been developed for supply chain management from legacy systems and enterprise resource planning (ERP) into the newly developed advanced planning and scheduling system (APS) and e-commerce solutions. However, these systems do not provide sufficient support to achieve collaborative supply chain. Recently, intelligent agent technology and multi-agent system (MAS) have received a ...


An Ontology-Based Knowledge Management System To Handle Queries In It Help Desk, Kar Yin Leung, Sim Lau Nov 2012

An Ontology-Based Knowledge Management System To Handle Queries In It Help Desk, Kar Yin Leung, Sim Lau

Dr Sim Kim Lau

No abstract provided.


The Customization Of Knowledge Management Techniques In Information Technology Help Desk, Kar Yin Leung, Sim Lau, Geng Liang Nov 2012

The Customization Of Knowledge Management Techniques In Information Technology Help Desk, Kar Yin Leung, Sim Lau, Geng Liang

Dr Sim Kim Lau

Information Technology (IT) has converted a majority of organizational activities to automatic and electronicbased. This conversion greatly increases Help Desk (HD)'s coverage on IT related areas. Alternatively, the adoption of business process reengineering and downsizing has led to the shrinkage of the size of HD. This not only leads to the loss of priceless knowledge, but also coerces HD to provide more service with less staff - the outcome is clear that users have to wait comparably longer before HD staff is available. This paper describes how generic Knowledge Management process can be customized to improve support process in HD.


Accounting, New Public Management And American Politics: Theoretical Insights Into The National Performance Review, Ann Watkins, Cecil Arrington Oct 2012

Accounting, New Public Management And American Politics: Theoretical Insights Into The National Performance Review, Ann Watkins, Cecil Arrington

Ed Arrington

Borrowing from the work of political theorists Sheldon Wolin and William Connolly, this essay seeks to provide additional rationalization for the expansion of accounting within domains like the public sector. We suggest that such an expansion is intimately linked to social and cultural transitions which have led political theorists to not only question modern political theory but to also recognize the political significance of practices like accounting to political theory. We contend that these same transitions also make possible expansions of accounting through NewPublicManagement (NPM) initiatives like the U.S.'s NationalPerformanceReview (NPR). Seen in this way, accounting theory begins ...


Late-Modern Politics And The Ubiquity Of Accounting: The Expansion Of New Public Management Within The Us Public Sector, Ann Watkins, Cecil Arrington Oct 2012

Late-Modern Politics And The Ubiquity Of Accounting: The Expansion Of New Public Management Within The Us Public Sector, Ann Watkins, Cecil Arrington

Ed Arrington

No abstract provided.


Globalization, Management Control & Ideology: Local And Multinational Perspectives, Riad Ajami, C Arrington, Falconer Mitchell, Hanne Nørreklit Oct 2012

Globalization, Management Control & Ideology: Local And Multinational Perspectives, Riad Ajami, C Arrington, Falconer Mitchell, Hanne Nørreklit

Ed Arrington

The ideas and thoughts presented in this book are the result of an academic process which began with a conference entitled Corporate Management, Accounting and Ideology - A Multinational Prespective, held at The Aarhus School fo Business, Denmark, 11-13 December 2003.


Globalization, Management Control And Ideology, Riad Ajami, Cecil Arrington, Falconer Mitchell, Hanne Norreklit Oct 2012

Globalization, Management Control And Ideology, Riad Ajami, Cecil Arrington, Falconer Mitchell, Hanne Norreklit

Ed Arrington

No abstract provided.


Wikis: The Perfect Platform For Library Policies And Procedures, Melanie J. Dunn Oct 2012

Wikis: The Perfect Platform For Library Policies And Procedures, Melanie J. Dunn

The Southeastern Librarian

The term wiki, derived from the Hawaiian adjective “wiki wiki” meaning quick or fast, was coined by Ward Cunningham who created the original WikiWikiWeb for the Portland Pattern Repository (Leuf, 2001, 15). Touted by Cunningham as “the simplest online database that could possibly work” (Cunningham, 2002, June 27) “ wiki” is alternately used to refer to both a wiki website and the software used to create and maintain it and was designed to allow multiple users to collaborate in its development (Klobas 2006, 3). Wikipedia is perhaps one of the best examples, as well as the most recognized, of wikis. The ...


A Knowledge Mapping Approach To Facilitate Strategic Human Resource And Knowledge Management, Debbie Richards, Peter R. Massingham, Peter Busch Aug 2012

A Knowledge Mapping Approach To Facilitate Strategic Human Resource And Knowledge Management, Debbie Richards, Peter R. Massingham, Peter Busch

Peter Massingham

A key challenge facing organisations is how to effectively connect employees who seek knowledge with those who have the necessary knowledge. From case studies conducted in three separate knowledge intensive organisations, briefly introduced in this paper, we found that locating and measuring expertise were major challenges with no current satisfactory solutions. We offer a method to map intellectual capital within organisations distinct from previous expertise location methods in several significant ways. First, it includes the measurement of knowledge value within the context of the organisation's strategy and activities. Second, it addresses concerns with existing methods such as subjectivity associated ...


Using The Brand Molecule Concept To Guide The Management And Marketing Of A Professional Sports Team, Alan Pomering, Dirk Melton, Gregory Kerr Aug 2012

Using The Brand Molecule Concept To Guide The Management And Marketing Of A Professional Sports Team, Alan Pomering, Dirk Melton, Gregory Kerr

Gregory Kerr

The sports industry is an important one; it is estimated to be the 11th largest industry in the United States. Within this industry, individual sports, at both the amateur and professional levels, compete for talented players, supporters, government funding, and sponsorship dollars. It is therefore important for sports to manage their sports brands. We use Lederer and Hill’s (2001) brand molecule concept to explain the brand management implications for a professional, national sports team, the Bulldogs, a Sydney-based team in Australia’s National Rugby League competition. The brand molecule highlights for the brand manager the positive and negative atoms ...


Articulating Knowledge Work: The Contributions Of Activity Theory And Task-Based Knowledge Management, Henry Linger, Frada Burstein, Helen M. Hasan Aug 2012

Articulating Knowledge Work: The Contributions Of Activity Theory And Task-Based Knowledge Management, Henry Linger, Frada Burstein, Helen M. Hasan

Helen Hasan

This chapter addresses issues of knowledge work in organisations with a concern that mainstream knowledge management (KM) has fallen short of expectations. The real nature of knowledge work remains hidden, and thus inaccessible, to those who are trying to improve organisational outcomes through KM practices. The authors have conducted independent research within a new discourse on knowledge work in the context of modem complex organisations, the results of which are converging to a common understanding of this critical phenomenon. Their two theoretical frameworks, one task-based and one activity-based, are described here as eminently suited to this research. Two sets of ...


Q-Methodology For The Active Process Of Knowledge Management, Joseph A. Meloche, Helen M. Hasan, Michelle Mok Aug 2012

Q-Methodology For The Active Process Of Knowledge Management, Joseph A. Meloche, Helen M. Hasan, Michelle Mok

Helen Hasan

Knowledge Managament for the provision of Health Information Services is a developing field and one that is usefully informed by applied research. The current study is conducted with Intensive Care Unit (ICU) professionals to capture and distil their views in regard to a developing a Web-Based Information Service. This service is provided by a central coordination and monitoring unit for intensive care units across NSW, Australia. The study is part of a larger research initiative that is being done to advance the provision of health information in ICU's across the state. Given the complex and dynamic context of ICUs ...


Overcoming Organisational Resistance To Using Wiki Technology For Knowledge Management, Charmaine C. Pfaff, Helen M. Hasan Aug 2012

Overcoming Organisational Resistance To Using Wiki Technology For Knowledge Management, Charmaine C. Pfaff, Helen M. Hasan

Helen Hasan

Although Wikis emerged in the public domain more than a decade ago, a number of business organisations are now discovering the advantages of using Wiki technology to manage knowledge. However, there are many who are not convinced about the merits of this relatively new Wiki technology and are not yet prepared to risk its adoption because it exhibits many ideas that have yet to be tested and many issues that have yet to be resolved. This paper studies the merits of using a Wiki for knowledge management. While some cases of corporate adoption of Wiki technology have been reported, cases ...


Implementation Of An Integrated Accounting And Cost Management System Using Sap System: A Field Study, Sudhir C. Lodh, Michael J. Gaffikin Aug 2012

Implementation Of An Integrated Accounting And Cost Management System Using Sap System: A Field Study, Sudhir C. Lodh, Michael J. Gaffikin

Michael Gaffikin

Not only are in-depth (theoretically informed) longitudinal (reflexive) field studies few and far between, it has been argued in those studies that little is known about the design and implementation of accounting and information systems that operate in today's world-class organizations. Using such an approach this study seeks to illustrate and analyse the implementation processes of an integrated accounting and cost management system using the SAP system at a major steel producer in Australia. It is demonstrated that the technical design of the system is only a part of the implementation process. Keeping 'actor-networks' in line and managing change ...


Absenteeism And The Overtime Decision, Ronald G. Ehrenberg Jul 2012

Absenteeism And The Overtime Decision, Ronald G. Ehrenberg

Ronald G. Ehrenberg

[Excerpt] Upon reading the congressional hearing on the Overtime Pay Penalty Act of 1964, one cannot fail to be impressed by the emphasis that management places on absenteeism as a primary cause of overtime. The argument given is basically quite simple: Large firms, it is claimed, attempt to account for absenteeism by hiring standby workers; however because of the stochastic nature of the absentee rate, it is impossible for them to have replacements always available. Hence overtime must be worked by existing employees in order to meet production schedules. One concludes from this argument that the randomness of absenteeism is ...


Flexibility And Fairness In Liberal Market Economies: The Comparative Impact Of The Legal Environment And High Performance Work Systems, Alexander Colvin Jun 2012

Flexibility And Fairness In Liberal Market Economies: The Comparative Impact Of The Legal Environment And High Performance Work Systems, Alexander Colvin

Alexander Colvin

This paper compares management flexibility in employment decision-making in the United States and Canada through a cross-national survey of organizations in representative jurisdictions in each country, Pennsylvania and Ontario respectively, that investigates the impact of differences in their legal environments. The results indicate that, compared to their Ontario counterparts, organizations in Pennsylvania have a higher degree of flexibility in employment outcomes, such as higher dismissal and discipline rates, yet do not experience any greater flexibility or simplicity in management hiring and firing decisions. One explanation for this result may lie in the finding that organizations in Pennsylvania experience greater legal ...


Can One Size Fit All? An Application Of Management Theory On The European Sovereign Debt Crisis, Amanda Grayson May 2012

Can One Size Fit All? An Application Of Management Theory On The European Sovereign Debt Crisis, Amanda Grayson

Honors College Theses

The European Union is a combination of twenty-seven different and unique cultures under one common government. Can culture help explain the continued problems emanating from the European debt crisis?

In undergraduate management courses around the world, from Harvard University to Beijing International, eager young minds are taught the same fundamental management theories. Among others, one of the most popular would inevitably be Hofstede’s Cultural Dimensions.

Geert Hofstede, while working for the IBM research department, undertook a detailed survey and analysis of the various cultures of the world. He defined four dimensions of culture, now expanded to six, that can ...


Earnings Management And The Effect Of Earnings Quality In Relation To Stress Level And Bankruptcy Level Of Chinese Listed Firms, Feng Li, Indra Abeysekera, Shiguang Ma Apr 2012

Earnings Management And The Effect Of Earnings Quality In Relation To Stress Level And Bankruptcy Level Of Chinese Listed Firms, Feng Li, Indra Abeysekera, Shiguang Ma

Indra Abeysekera

This paper investigates the link between earnings management and earnings quality for the Chinese firms listed in the Shanghai and Shenzhen stock exchanges from 2003 to 2007. The earnings quality is measured by four separate earnings attributes: accruals quality, earnings persistence, earnings predictability, and earnings smoothness. We find that the stressed/bankrupt firms prefer opportunistic earnings management; the non-stressed/non-bankrupt firms are more likely to choose more efficient earnings management than the stressed/non-bankrupt firms. We find that earnings management performs better than earnings quality in predicting future profitability. We also find that the earnings quality has deteriorated over the ...


The Politics Of Human Resource Management In Implementing Process Innovation, Michael Zanko, Richard Badham, Maren Schubert Apr 2012

The Politics Of Human Resource Management In Implementing Process Innovation, Michael Zanko, Richard Badham, Maren Schubert

Michael Zanko

This paper analyses a longitudinal case study of organizational and human resource management (HRM) dimensions in the implementation of an approach to product development (concurrent engineering (CE)) in a multinational firm engaged in defence electronics. Most aspects of managing product development in CE are linked to people management. Yet in this case, other than project team structure, prescriptive HRM dimensions of CE received little attention in the implementation process. This failure to address the 'formal' prescribed HRM issues is explained by a multilayer analysis of the play of power and political lobbying among 'stakeholders' over time: the HRM function, key ...


Interorganizational Dynamics In Collaboration In University-Industry Research Projects: Context, Politics And Social Construction, Michael Zanko, Richard Badham, Karin H. Garrety Apr 2012

Interorganizational Dynamics In Collaboration In University-Industry Research Projects: Context, Politics And Social Construction, Michael Zanko, Richard Badham, Karin H. Garrety

Michael Zanko

University-industry partnerships (UIPs) are widely viewed as essential in leveraging research capability and economic performance in organizations and the nation as a whole. In Australia, as in many other countries, the national government commits significant funds to such ‘strategic’ collaborations. Despite this interest, there is still a relatively poor understanding of the interorganizational dynamics of these industry and university partnerships and their projects. This paper examines such dynamics by focusing on a management-related research project we were involved in negotiating and undertaking with industry partner managers over a four-year period. Of particular relevance was the complex interplay between UIP politics ...


Interorganizational Dynamics In Collaboration In University-Industry Research Projects: Context, Politics And Social Construction, Michael Zanko, Richard Badham, Karin H. Garrety Apr 2012

Interorganizational Dynamics In Collaboration In University-Industry Research Projects: Context, Politics And Social Construction, Michael Zanko, Richard Badham, Karin H. Garrety

Karin Garrety

University-industry partnerships (UIPs) are widely viewed as essential in leveraging research capability and economic performance in organizations and the nation as a whole. In Australia, as in many other countries, the national government commits significant funds to such ‘strategic’ collaborations. Despite this interest, there is still a relatively poor understanding of the interorganizational dynamics of these industry and university partnerships and their projects. This paper examines such dynamics by focusing on a management-related research project we were involved in negotiating and undertaking with industry partner managers over a four-year period. Of particular relevance was the complex interplay between UIP politics ...


Teaching With The Situation: Jersey Shore As A Popular Culture Example In Information Literacy Classes, Amy Springer Apr 2012

Teaching With The Situation: Jersey Shore As A Popular Culture Example In Information Literacy Classes, Amy Springer

Amy Springer

No abstract provided.


White Collar Crime And The United States' Economy, Megan Graham Apr 2012

White Collar Crime And The United States' Economy, Megan Graham

Honors Theses and Capstones

This paper attempts to study white collar crime and the cost it has on the United States' economy. White collar crime has many ripple effects including job loss, stock price changes, consumer price increases, jail costs, and court costs, and each of these comes at an enormous cost to society. Overall, this paper argues that more resources are needed for white collar crime prevention in order to save a large sum of money each year.


The Road Of Trials: Management Concepts In Documentary Film Production In Australia, M. L. Jones, Christina Kirsch Mar 2012

The Road Of Trials: Management Concepts In Documentary Film Production In Australia, M. L. Jones, Christina Kirsch

Michael L Jones

New technologies affecting work and organizational design, unclear work functions and roles, communication problems, cross-cultural management problems, lack of knowledge transfer and industrial disputes - the catalogue of problems that affect the Australian film Industry (AFI) in general reads like a curriculum in the management discipline. Management and organizational studies have obviously neglected the film production industry and only few established management research programs tackle the film industry (Blair 2000, Cunningham 2002, Starkey, Barnatt & Tempest 2000). This project investigates projects in the AFI from a management perspective, with the objective to develop a theoretical framework and evaluate various management design concepts.


Millennial Integration: Challenges Millennials Face In The Workplace And What They Can Do About Them, Chip Espinoza Jan 2012

Millennial Integration: Challenges Millennials Face In The Workplace And What They Can Do About Them, Chip Espinoza

Dissertations & Theses

There is a monumental changing of the guard that is currently taking place in organizations due to demographic metabolism. One of the largest birth cohorts or generations in history (Baby Boomer) is beginning to retire while their predecessor (Builder) is almost completely out of the workforce. Gen X is hitting stride and on the cusp of inheriting the proverbial organizational mantle. The three aforementioned age cohorts have learned to play in the organizational sandbox together. However, a new age cohort (Millennial, a.k.a. Gen Y), equal or greater in size to the Baby Boomer cohort started entering the playground ...


New Performance Measurement And Management Control Systems, Ted Watts, Carol J. Mcnair-Connolly Jan 2012

New Performance Measurement And Management Control Systems, Ted Watts, Carol J. Mcnair-Connolly

Faculty of Commerce - Papers (Archive)

Purpose - Focusing on how performance management systems support control, this article seeks to provide two "next-generation" performance scorecards - the Performance Wheel, suitable for most organizations and the Small Business Performance Pyramid, which acknowledges the unique requirements of small business. This development considers the historical development, increasing variety and often the poorly integrated status of performance measurement systems - one of business management's most important tools.

Design/methodology/approach - The paper considers the issues of various performance measurement models - the Performance Pyramid, the Results and Determinants mode, the Balanced Scorecard - through the integration of perspectives, metrics and terminology. Further, it integrates ...


Public Sector Commercial Orientation And The Social Contract: A Study Of Performance Management In A Non-Competitive Environment, Ali Rkein, Brian H. Andrew Jan 2012

Public Sector Commercial Orientation And The Social Contract: A Study Of Performance Management In A Non-Competitive Environment, Ali Rkein, Brian H. Andrew

Faculty of Commerce - Papers (Archive)

Purpose - The aim of this paper is to study the workings of commercial orientation, with a focus on performance management, in an environment that is characterised by limited competition between the public and the private sectors and a high level of government social responsibility. Design/methodology/approach - An interpretive case study approach is adopted for this study. It draws on primary data from interviews with key personnel in public sector organisations, and on secondary data from government publications such as annual reports and budget papers. Findings - This study shows that the market-based performance management system has failed to achieve its ...