Business Commons^™

Web Based Customer Support In Banking And Financial Services, Kevin C. D'Silva

Theses : Honours

As customers become more sophisticated and competition increases in the marketplace, companies need to provide better service to gain a competitive advantage. The World Wide Web (WWW) offers companies the opportunity to provide service to their customers 24 hours a day and 7 days a week. Companies are taking advantage of this opportunity by making the WWW the customer service tool of the future. This project was conducted to develop a model for evaluating the level of customer service and support provided by corporate Web sites. The model was developed by adapting Lovelock’s Flower of Service Model (1994) to Web …

To Develop And Implement A Quality Assurance System Based On Hazard Analysis Critical Control Points (Haccp) To A Cook-Freeze Operation: Research Project, Denisa Baca

Theses : Honours

The purpose of this study was to identify and develop a suitable quality assurance system based on Hazard Analysis Critical Control Points (HACCP), which was implemented to the ‘cook-freeze' operation, currently employed at Healthcarc Foods. In addition, the quality assurance system was implemented as a systematic approach to food quality, and as a means of ensuring food safety. The samples, which consisted of all the chicken dishes, were used in the development of the HACCP plans comprising of flowcharts and HACCP control charts. These dishes are regarded as 'high risk', in terms of microbiological growth, and therefore, were chosen to …

Good Software Development Processes Lead To Harmonious Project Teams Which In Turn Lead To Effective Project Performance, Rweyunga Kazaura

Theses : Honours

The modem world relies on computers in almost every facet of life. With the explosion of Information Technology, software development has become an important process. However, from the beginning, this process has suffered and continues to suffer from a number of problems. If these problems are not rectified, they can jeopardise projects and lead to project failure. Project failure results in a project being delivered: • without satisfying the functional and non-functional requirements requested by the user or customer • beyond the agreed schedule and/or • over budget. Research indicates that practising good software development processes (SDPs) can override these …

The Effects Of Counterexplanation And Audit Groups On Fraud Detection, Janne Chung, Gary S. Monroe

Research outputs pre 2011

Prior studies have found that auditors' fraud detection rates are relatively low (Bernardi 1994; Pincus 1991 ). The present study examines whether counterexplaining inaccurate judgments will increase fraud detection rates and whether audit groups can counterexplain more effectively compared to individual auditors. The possible negative effect of counterexplanation is examined by requiring audit groups and individual auditors to counterexplain accurate judgments. The purpose of this 'inanipulatiori is to determine whether counterexplaining accurate judgments will lead to negative belief revision, and whether this negative belief revision will be mitigated by the use of audit groups. A 2 x 2 x 2 …

Proceedings Of The Fifth International Women In Leadership Conference: Ethics Or Leadership? The 90'S Dilemma, Adrianne Kinnear (Ed.)

Research outputs pre 2011

The International Women in Leadership conference attracts internationally renowned speakers as well as a wide audience from across the nation. The Conference is at the forefront of organisational and leadership research and provides a means of personal interaction with preeminent female researchers and leaders in Australia and overseas. Such interaction deepens the understanding of the leadership capacities of women and of leadership in organisations, knowledge which is central to the intellectual work of the Women in Leadership Project. Held at the Esplanade Hotel, Fremantle, from the 25th-27th November 1996, the Fifth International Women in Leadership conference focused on the theme: …

The Interactive Effects Of Different Accounting Controls On Subordinates' Behaviour And Performance, Chong M. Lau

Research outputs pre 2011

Prior research suggests that goal setting and an emphasis en meeting tight budget targets may influence the extent of subordinates' performance and slack creation. This study hypothesizes that other accounting controls may moderate these relationships. Specifically, it hypothesizes that: (i) budgetary performance is increased and (ii) budgetary slack creation is decreased when an emphasis on setting and meeting tight budget targets is complemented with a high extent of cost control. The results support a significant two-way interaction between Emphasis on setting and meeting tight budget targets and Cost control affecting budgetary performance. A significant two-way interaction between Emphasis en setting …

The Effects Of Gender And Task Complexity On Audit Judgment, Janne Chung, Gary S. Monroe

Research outputs pre 2011

This study examines the interaction effect between gender and task complexity on audit judgment based on the selectivity hypothesis. This hypothesis states that males are selective information processors whereas females are detailed information processors. The study extends this hypothesis to an auditing context and hypothesizes that males will outperform females when task complexity is low while females will outperform males when task complexity is high. A two (males and females) by two (task complexity - high and low) full factorial experiment was carried out. The low and high task complexity conditions were created by manipulating the number of cues. The …

Helping And Servicing Regional Small Businesses: An Evaluation Of The Business Grow Program In The South West Region Of Western Australia, Xueli Huang, Alan Brown, Robyn Morris, Barry Chapman

Research outputs pre 2011

In October 1997 the Edith Cowan University was invited to evaluate the performance of the Business Grow Program. The program commenced on July 1, 1995, and its evaluation, scheduled to be completed by April 1998, has been undertaken to assess the performance of the Program since its instigation.

The evaluation team has relied substantially on information provided by small business owners, local government representatives, industry associations, and the manager of the Program. The evaluation team would like to thank Kate Loughton for her assistance in facilitating the administration of this project.

The evaluation was undertaken by Small and Medium Enterprise …

An Examination Of Methods Of Improving Audit Judgment, Janne Chung

Theses: Doctorates and Masters

This study examined three methods of improving audit judgment, namely inoculation, the group process, and counter explanation. Prior research found that auditors' judgments were not always optimum. An important question this study asked was whether the use of inoculation, the group process and counter explanation leads to more effective judgments. In Experiment One, I proposed that inoculation will reduce the effect of framing so that participants exposed to the inoculation treatment will not display a framing effect, while participants not exposed to the treatment will. In addition, I hypothesised that the relation between audit experience and responsiveness to training has …

Managing Change Without Changing Managers: An Investigation Of Influences On Decision Making Performance Of Public Sector Managers Within Novel And Complex Environments, David Clark-Murphy

Theses: Doctorates and Masters

This study examines relationships between the cognitive and decision making styles of individual managers, and their decision making performance , within public sector environments during structural and cultural reform. The main purpose is to develop a more effective means of matching managers to their novel and complex working environments, to minimise staff turnover and improve productivity.

Glass Ceilings, Glass Walls And Sticky Floors: Barriers To Career Progress For Women In The Finance Industry, Leonie V. Still

Research outputs pre 2011

Interest in the employment status of women has been an on-going research topic in Australia since the 1975 Royal Commission into Australian Government Administration conducted the first status review of the Australian federal public service (Taperell, Fox and Roberts, 1975). Since then numerous report have examined the position of women in the professions, particular occupations, tertiary institutions, state public services and industry and commerce. Despite the passage of time a similar finding emerges from these investigations: namely, that irrespective of the area being examined within Australian society, women's employment is still primarily confined to certain occupational groupings while they are …

Women And Leadership Working Paper Series: Paper No. 12: Career Barriers And The Older Woman Manager, Leonie V. Still, Wendy Timms

Research outputs pre 2011

The removal of the age retirement barrier has led to expectations that more and more older workers will remain in the workforce past the usual retirement age of 65. Women make up an increasing proportion of older workers, and Patrickson and Hartmann ( 1996) have shown that Australian women are planning not to retire in order to improve their retirement income.

An important section of the older workers group are the managerial and professional women, aged in their 50s, who are part of the first generation of women to have long-term careers like men i.e. full-time careers extending over 25 …

Homework And Telework: A Guide To Best Practice In Human Resource Management, Peter Standen, Maryam Omari

Research outputs pre 2011

In Australia today there is widespread interest in homeworking and teleworking as flexible work options with significant advantages to both employers and employees. In the research behind this guide we surveyed 500 Australian organisations, finding employer interest in these advantages, along with uncertainty about how to implement homeworking, and some worries about potential drawbacks. Significantly, those organisations that had implemented homeworking reported positive outcomes. In an interview study, homeworkers themselves reported improved work performance, and were appreciative of the flexibility. This guide shows how to implement homework and telework to achieve such outcomes while avoiding the problems that concern managers.

Women And Leadership Working Paper Series: Paper No. 11: The Employment Status Of Women In The Australian Finance Industry, Leonie V. Still

Research outputs pre 2011

The finance industry is the seventh largest employer of women in Australia !Australian Bureau of Statistics, Labour Force Australia, 1996, p46). Yet despite its importance to women as a source of employment, no major review of the general overall employment status of women in the industry has occurred. Instead, research has concentrated on particular aspects of the sector - for example, part-time employment in banking !Alexander & Frank, 1990; Manning, 1990; Britt, 1995; Junor, Barlow & Patterson, 1993, 1994)...

Does Good Project Management Ensure Successful Software Development?, Julie Lisa Eldridge

Theses : Honours

For many years the development of computer software has been plagued by poor customer satisfaction caused by missed schedules, underestimated budgets and the development of products which do not meet requirements. The ever increasing reliance on computers, as reported by Sommerville ''the result of the proliferation of computer systems into all aspects of life and business is that personal, corporate, national and international economies are [becoming] increasingly dependant on computers and software systems" ( 1992, p.2), calls for more stable software which can be developed within time and budget constraints. To achieve this, software development activities must be analysed and …

The Cellar Door Report: Margaret River Region Winery / Tourism Research, Robyn Morris, Chris King

Research outputs pre 2011

These recommendations have been designed to meet the requirements of the cellar door visitors and to address the weaknesses identified by the survey. All of these aspects listed in the ten points above need to be integrated into a marketing strategy. In view of the complex interrelationships that exist between tourism and the wineries and because of the importance of this relationship in the region it is critical that the Augusta-Margaret River Tourism Association and the Margaret River Wine Industry Association work together in the development of this marketing strategy. This collaborative approach will provide for a more integrated and …

Breaking The Glass Border: Barriers To Global Careers For Women Managers, Catherine R. Smith, Leonie V. Still

Research outputs pre 2011

The identification and placement of managers who can meet the business challenges at both local and international level is critical to the success of a company's overseas operations. North American and British research shows that, while organisations may be prepared to promote women into their domestic managerial hierarchy, few women currently have access to international careers through expatriate management appointments. This report describes an investigation of the selection, placement and management development by Australian organisations of women for international managerial assignments. Interest in this topic arose from the outcomes of the Industry Task Force on Leadership and Management Skills (1995), …

Challenging Futures: The Career And Life Decisions Of Managerial And Professional Women In Their 50s, Leonie V. Still, Wendy Timms

Research outputs pre 2011

The Australian Institute of Management in Western Australia has for many years been very supportive of women in management, and in particular has encouraged the growth and development of our Women in Management Special Interest Group. The Institute has also played its small, but hopefully, significant role in helping to redress the gender imbalance in the management profession with the creation of its Excellence in Management Award for Women, which is now in its sixth year. This Award is significant in that it helps to clearly identify women who have excelled in their management career and it also provides some …

Towards A Model For Software Project Estimating, Stuart Hope

Theses : Honours

The use and development of software is an integral and critical part of modern industrial society. The outcomes of many software development and maintenance projects have been less than satisfactory with significant numbers being over schedule, lacking in functionality and over budget. These problems are the result of poor management of both the process and the product. One of the major problems to overcome in the management of software development projects is the ability to predict the outcomes early in the project when there are a large number of unknowns. The ability to reliably predict the outcomes in a repeatable …

Perceptions Of Financial Counselling In Western Australia, Natalie Dall

Theses: Doctorates and Masters

The development of financial counselling in Australia during the past decade has been complex and fragmented. Financial counselling and rural counselling services within Western Australia are funded from a range of government, non-government and church based groups. This has contributed to problems in the identification of basic definitions of the need for services, the role of the financial counsellor and service models or functions. The failure to define the role of the financial counsellor and the needs to be addressed by financial counselling services, "appears to be the most important historic weakness in the field." (Wyse et al., 1990, p.2). …

Earnings Management And Accounting Choices In Initial Public Offerings : Evidence From Indonesia, Tatang A. Gumanti

Theses: Doctorates and Masters

Information asymmetry about the value of the firm making initial public Offering and the potential investors exists. This thesis investigates whether issuers of initial public affairs (IPOs) use accounting discretion to increase the reported earnings through the choice of accounting methods. Anecdotal evidence •suggests that accounting numbers are used in the pricing of IPO. Further, there is an economic incentive for issuers of IPOs to sell the offering shares at the highest possible price which in tum increases their proceeds and thus their wealth. This suggests a prediction that, immediately prior to the offering, issuers exercise accounting discretion to increase …

Outsourcing In Western Australian Hospitals: Management Considerations, Geraldine M. Martin

Theses: Doctorates and Masters

This thesis examines Health Care Managers' considerations with and experiences of outsourcing services in Western Australian hospitals. Support services such as cleaning and maintenance are some of the areas which have been targeted for outsourcing (contracting out) by the state government. These services have traditionally been delivered by permanently employed staff either on a full or part- time basis, usually with active union involvement. Core services such as nursing and medical care which involve direct patient care delivery are not included in the outsourcing debate. Firstly, this thesis reviews the literature on outsourcing and its application to the health care …

Social Disclosure By Australian Listed Mineral Mining Companies: A Stakeholder Approach, Gary S. Kong

Theses: Doctorates and Masters

This study examines the incentives of Australian listed mineral mining companies within the stakeholder theoretical framework to disclose socially responsible information in their corporate annual report. The three dimensions of the stakeholder theory were empirically tested to explain the association of a social disclosure model comprising categories of social disclosure for environment, energy, product and services, human resources and community involvement, with nine firm-specific characteristics. The sample of 179 Australian listed mineral mining companies for the financial year ending 1994 was obtained by personal contact. The extent of social disclosure was measured by a dichotomous index against the social disclosure …

Women And Leadership Working Paper Series: Paper No. 9: The Dual-Career Phenomenon: Employer Awareness And Responses, Catherine R. Smith

Research outputs pre 2011

Over the past thirty years, Western industrialised nations have witnessed major changes in their labour force characteristics. Of particular significance has been the steady increase of women in the paid workforce. Equal employment opportunity legislation, higher educational achievements and increasing numbers of female role models have fuelled women's career possibilities and aspirations. Consequently, growing numbers of women are pursuing longer-term careers, often through the ranks of management. A career implies a longer term developmental occupation or profession, with a sequence of connections and networks over time, although this does not preclude lateral or downward moves or temporary withdrawals, in response …

Women And Leadership Working Paper Series: Paper No. 6: Women In International Assignments: The Australian Experience, Catherine R. Smith, Leonie V. Still

Research outputs pre 2011

Businesses are increasingly operating within an international environment, where the human and financial costs of failure are more serious than the domestic arena, and expatriate failure is reported to be a persistent and recurring problem for multinational corporations (Scullion, 1994). The successful implementation of global strategies depends heavily upon the existence of an adequate pool of nationally and internationally experienced managers with a diversity of talent. Adler ( 1993a, p55) has argued that "the option of limiting international management to one gender is an arm-chair 'luxury' that no company can afford". Given the need to develop global teams with a …

Women And Leadership Working Paper Series: Paper No. 8: Career Transitions Of Dual-Career Couples: An Empirical Study, Catherine R. Smith

Research outputs pre 2011

No abstract provided.

Women And Leadership Working Paper Series: Paper No. 4: Women As Leaders, Leonie V. Still

Research outputs pre 2011

Leadership is a term that is not normally associated with women. This is despite the fact that throughout history women have often played a prominent role. Those that have gained prominence have done so in four main ways (Apfelbaum and Hadley, 1986):

• through charismatic leadership: the unique example being Joan of Arc.

• through inherited leadership positions: examples include the women who become heads of family businesses or queens by succeeding to monarchs.

• through the achievement of professional eminence: women who become leading figures in their disciplines because of their professional and / or scientific achievements - examples …

High Growth Maritime Industries: Recent Successes And Major Opportunities For Western Australia, Edith Cowan University

Research outputs pre 2011

There are indications that the maritime industry in Western Australia is currently insufficiently serviced by the tertiary sector in terms of its educational needs. Thus, in May 1995 a Maritime Industry Taskforce was formed to investigate opportunities for further development of maritime industries in Western Australia and around the Indian Ocean Rim. Following months of discussion with government agencies, industry and tertiary education providers, it was considered opportune to conduct a seminar to bring these areas together to openly explore key issues in building upon successes already achieved. The seminar included speakers from each of the areas of government, industry …

Brave New World? Women And Part-Time Employment: The Impact On Career Prospects And Employment Relations, Leonie V. Still

Research outputs pre 2011

Part-time employment is a growing segment of the labour force, a trend that has been discernible in all OECD countries over the past thirty years (Thurman and Trah, 1990). According to Burgess, Gleisner and Rasmussen (1996,p95), part-time employment growth has been widespread across all sectors, occupations and demographic groups. Both Australia and New Zealand have recorded such a growth in the numbers of part-time workers and a growing part-time employment share, that nearly one quarter of the workforce in both countries is employed on a part-time basis. Among OECD countries Australia is one of the larger employers of part-time labour, …

Women And Leadership Working Paper Series: Paper No. 7: Gender Issues In Management Education: Redressing The Imbalance, Catherine R. Smith, Barbara Vitoria

Research outputs pre 2011

In 1992 the Federal government appointed an Industry Task Force on Leadership and Management Skills !hereinafter referred to as the Task Force) to review Australia's management and leadership capabilities, and advise on measures to strengthen management practices, in an effort to improve economic performance. An international leadership expert advising the Task Force alleged that 'corporate Australia's Achilles' heel' is its all-male monoculture, whose 'rugby-serum mentality' makes boardroom entry difficult for women, and non-traditional men who do not fit the stereotypically masculine image IMant, 1994:3). Mant emphasised that, because new ideas result from diversity, Australian management culture needs to embrace a …