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Articles 1 - 30 of 43
Full-Text Articles in Business
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
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
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 longer …
Relieving The Overloaded Help Desk: A Knowledge Management Approach, Kar Yin Leung, Sim Lau
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
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
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.
Enhancing The Reusability Of Inter-Organizational Knowledge: An Ontology-Based Collaborative Knowledge Management Network, Joshua P. Fan, Nelson K Y Leung, Sim K. Lau
Enhancing The Reusability Of Inter-Organizational Knowledge: An Ontology-Based Collaborative Knowledge Management Network, Joshua P. Fan, Nelson K Y Leung, Sim K. Lau
Dr Sim Kim Lau
Researchers have developed various knowledge management approaches that only focus on managing organizational knowledge. These approaches are developed in accordance with organizational KM strategies and business requirements without the concern of system interoperation. The lack of interoperability means that heterogeneous Knowledge Management Systems from different organizations are unable to communicate and integrate with one another, this results in limitation to reuse inter-organizational knowledge. Here, inter-organizational knowledge is defined as a set of explicit knowledge formalized and created by other organizations. In this research, a collaborative inter-organizational KM network is proposed to provide a platform for organizations to access and retrieve …
Reusing The Inter-Organizational Knowledge To Support Organizational Knowledge Management Process: An Ontology-Based Knowledge Network, Nelson Leung, Sim Lau, Joshua Fan
Reusing The Inter-Organizational Knowledge To Support Organizational Knowledge Management Process: An Ontology-Based Knowledge Network, Nelson Leung, Sim Lau, Joshua Fan
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
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.
Management By Interruptions (Mbi): Mini Not Micro Management, Andrew Sikula Sr., John Sikula
Management By Interruptions (Mbi): Mini Not Micro Management, Andrew Sikula Sr., John Sikula
Andrew Sikula, Sr.
Do you want to affirmatively continue your and Tom Peters's Search for Excellence? Then practice MBI. A corollary to Ken Blanchard's idea of the One Minute Manager is the concept of Management by Interruptions (MBI). Although we do not want to overly manage the details of work, usually called micro management, we are often called upon as leaders and managers to supply frequent small segments of data and information. Mini management is good; micro management is not.
Accounting, New Public Management And American Politics: Theoretical Insights Into The National Performance Review, Ann Watkins, Cecil Arrington
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 to move …
Late-Modern Politics And The Ubiquity Of Accounting: The Expansion Of New Public Management Within The Us Public Sector, Ann Watkins, Cecil Arrington
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
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
Globalization, Management Control And Ideology, Riad Ajami, Cecil Arrington, Falconer Mitchell, Hanne Norreklit
Ed Arrington
No abstract provided.
Financial And Treasury Management, Paul Collier, Terence Cooke, John Glynn
Financial And Treasury Management, Paul Collier, Terence Cooke, John Glynn
John J Glynn
No abstract provided.
Performance Auditing And Performance Improvement In Government: Public Sector Management Reform, Changing Accountabilities And The Role Of Performance Audit, John Glynn
John J Glynn
Public expenditure crises of the 1970s and 1980s led many governments to: - firstly, enforce stricter financial climates that included the use of cash limits and cash planning to motivate public servants towards greater economy and efficiency; and - secondly, to introduce a series of other reforms that gave pre-eminence to what has become colloquially termed the “new public management” (NPM). Key to many of these reforms was the belief that NPM would lead to more publicly accountable management and that limited resources would not only be used more efficiently but also more effectively in terms of intended policy objectives. …
Human Resource Management Audit In Government, John Glynn, Andrew Gray, Michael Murphy, Sarah Vickerstaff
Human Resource Management Audit In Government, John Glynn, Andrew Gray, Michael Murphy, Sarah Vickerstaff
John J Glynn
In the spring of 1988 the authors were engaged by the National Audit Office to act as external advisers to its newly established human resources unit. The functions of the advisers during a ninemonth period were threefold: • to advise on an audit methodology suitable for examining manpower planning processes within the Civil Service; • to consider the audit evidence collected by the National Audit Office team from the Treasury and four line departments; • to comment on the drafting of this, the first, National Audit Office human resource management audit report. Under the terms of this engagement we shall …
Public Management Failing Accountabilities And Failing Performance Review, John Glynn, Michael Murphy
Public Management Failing Accountabilities And Failing Performance Review, John Glynn, Michael Murphy
John J Glynn
Throughout the 1980s and 1990s there have been major reforms with regard to the mode of operation of the public sector. The pervading theme running through these reforms is that of attempting to make the management of public services more accountable for the efficient and effective deployment of public resources. Focuses on how successful the reforms have been in engendering this enhanced accountability. First reviews the meaning of accountability and the different level of accountability in the public sector. Then reviews the principal changes in the accountability processes caused by the reforms of the 1980s and 1990s and questions whether …
Assessing The Effectiveness Of Research Management In Australian Commerce And Business Faculties: The View From Within, Mark Rix, David Aylward, Rob Macgregor, John Glynn
Assessing The Effectiveness Of Research Management In Australian Commerce And Business Faculties: The View From Within, Mark Rix, David Aylward, Rob Macgregor, John Glynn
John J Glynn
No abstract provided.
Managing Union Management, Ken Margolies
Managing Union Management, Ken Margolies
Ken Margolies
[Excerpt] Management is a function, as well as a class of people. In this article, network member Ken Margolies discusses the management function within unions. It’s a subject he knows pretty well, having written a thesis about it. However, despite some great work by Ken and others, we are still a long way from a union theory of management. We know that command-and-control leads to endless problems, but we are still scratching our heads over what to do instead. Perhaps one place we could start is within our own organisations – labor unions. It seems unlikely that we can meet …
Measures Of Perceived Credibility Of Blogs: Construct Validation By Lisrel, Uday S. Tate, Elizabeth Alexander, Suneel K. Maheshwari
Measures Of Perceived Credibility Of Blogs: Construct Validation By Lisrel, Uday S. Tate, Elizabeth Alexander, Suneel K. Maheshwari
Elizabeth Alexander
Predictions are that blogs will be the promotional tool of the future, if not now. The question remains: how credible are blogs as a source of consumer information? How do consumers perceive the credibility of blogs from different sources when making purchase decisions and product evaluations? The primary objective of the present study is to assess validity and reliability of a set of Semantic Differential scales purported to measure perceived credibility of different types of blogs. Confirmatory factor analysis via LISREL8.5 package was used to obtain appropriate statistics for convergent validity, discriminant validity, and composite reliability. In general, the scales …
A Knowledge Mapping Approach To Facilitate Strategic Human Resource And Knowledge Management, Debbie Richards, Peter R. Massingham, Peter Busch
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 with …
Using The Brand Molecule Concept To Guide The Management And Marketing Of A Professional Sports Team, Alan Pomering, Dirk Melton, Gregory Kerr
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 that comprise …
Articulating Knowledge Work: The Contributions Of Activity Theory And Task-Based Knowledge Management, Henry Linger, Frada Burstein, Helen M. Hasan
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
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, there …
Overcoming Organisational Resistance To Using Wiki Technology For Knowledge Management, Charmaine C. Pfaff, Helen M. Hasan
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
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 including …
Measures Of Perceived Credibility Of Blogs: Construct Validation By Lisrel, Uday S. Tate, Elizabeth Alexander, Suneel K. Maheshwari
Measures Of Perceived Credibility Of Blogs: Construct Validation By Lisrel, Uday S. Tate, Elizabeth Alexander, Suneel K. Maheshwari
Suneel K. Maheshwari
Predictions are that blogs will be the promotional tool of the future, if not now. The question remains: how credible are blogs as a source of consumer information? How do consumers perceive the credibility of blogs from different sources when making purchase decisions and product evaluations? The primary objective of the present study is to assess validity and reliability of a set of Semantic Differential scales purported to measure perceived credibility of different types of blogs. Confirmatory factor analysis via LISREL8.5 package was used to obtain appropriate statistics for convergent validity, discriminant validity, and composite reliability. In general, the scales …
Measures Of Perceived Credibility Of Blogs: Construct Validation By Lisrel, Uday S. Tate, Elizabeth Alexander, Suneel K. Maheshwari
Measures Of Perceived Credibility Of Blogs: Construct Validation By Lisrel, Uday S. Tate, Elizabeth Alexander, Suneel K. Maheshwari
Uday S. Tate
Predictions are that blogs will be the promotional tool of the future, if not now. The question remains: how credible are blogs as a source of consumer information? How do consumers perceive the credibility of blogs from different sources when making purchase decisions and product evaluations? The primary objective of the present study is to assess validity and reliability of a set of Semantic Differential scales purported to measure perceived credibility of different types of blogs. Confirmatory factor analysis via LISREL8.5 package was used to obtain appropriate statistics for convergent validity, discriminant validity, and composite reliability. In general, the scales …
Absenteeism And The Overtime Decision, Ronald G. Ehrenberg
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
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 …