Business Commons^™

Exploring The Antecedents Of Successful E-Business Implementations Through Erp : A Longitudinal Study Of Sap-Based Organisations 1999-2003, Colin Ash

Theses: Doctorates and Masters

This research was carried out between 1999 and 2003 on the use of e-business applications in ERP-based organisations. A composite research method based on structured case studies was developed for this study. It combined the application of case methods by Carroll et al. (1998], Klein and Myer (1998), and Eisenhardt (1989). This was used to provide a focused, yet flexible structure, as a dynamic approach to case study interpretive research. The research method used three distinct models at three progressive stages of the study, to provide a multi-faceted view of each case. This composite case-based method was developed to maintain …

Call Center Benchmarking: How Good Is, Jon Anton, David Gustin

Purdue University Press Books

Executives are beginning to recognize the potential of the call center as a significant revenue generator, perhaps one of the surest investments they can make in enhancing and creating customer value and bottom-line profits. Return on investments made in customer accessibility is seldom less than 100% in the first year, and frequently even more if customer lifetime value is included in the equation. Herein lies the challenge and the primary reason to benchmark your call center metrics against not only the best-in-the-world, but also your most direct competitors, i.e., best-in-class.

An International Cross-Cultural Study Of The Role Of Chief Informational Officers In Healthcare, Wallace Saunders

Faculty Dissertations

The introduction and utilization of Information Systems (IS) in the hospital environment has had a significant and lasting impact on the practice of medicine. The development of this dissertation will attempt to explore a widely overlooked area: The comparison of Chief Information Officers (CIOs) in the United States and the United Kingdom.

Aspects of CIO experiences relating to assumed roles, CIO challenges, skills, frustrations, success, failure, leadership, management, involvement and perceptions about the role of Information Technology (IT) in healthcare are discussed with a comparative global model. This study investigates the managerial roles of the Chief Information Officer based on …

Considerations For An Effective Telecommunications-Use Policy, Michael E. Whitman, Anthony M. Townsend, Robert J. Aalberts

Faculty and Research Publications

Recent changes in federal telecommunications legislation have underscored the importance of an up-to-date and effective telecommunications-use policy in business organizations. With the proliferation of the Internet, intranets, and email as commonplace business tools, the potential for misuse and subsequent liability has become an increasing concern. Even though the recent Supreme Court decision struck down the obscenity provisions of the Communications Decency Act (CDA), it left intact legislation that effectively mandates development of a sound telecommunications-use policy. In addition to potential liability for systems misuse, organizations have also had to address issues of individual employee privacy within the new systems.

This …

End User Computing: A Critique Of The Empirical Literature, C. Steven Hunt, Ilyoo Hong

Journal of International Information Management

This manuscript is an attempt to provide the reader with synopses of relevant research pertaining to the EUC literature. References included in [this paper for review address some of the most germane topics in IT management. With the recently increasing recognition that end users are a major player in the acquisition, use, and management of computer resources in business organizations, a host of researchers have examined diverse changes that have occurred in the computing environment in order to explore various issues associated with enduser computing (EUC). This paper suggests that past EUC research has extensively examined the effects of MIS …

Software Project Management - There Is Never Enough Time To Do It Right!, Brian Mcnamara, James Uigen, John Tarjan

Journal of International Information Management

Efficiency in software development projects is examined. Project management tools— GANTT charts, program evaluation and review technique (PERT), and critical path method (CPM) are defined and discussed. Of these productivity tools GANTT charts and PERT are the most relevant. Based on an analysis by Shelmerdine (1989), six steps that pro\ide guidelines for software development are presented. These steps provide the project manager with an opportunity to produce efficiency and deliver a software development project on time. Selected project management software packages are presented.