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Full-Text Articles in Business
Call Center Benchmarking: How Good Is, Jon Anton, David Gustin
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.
Quality Management In Systems Development: An Organizational System Perspective, T. Ravichandran, Arun Rai
Quality Management In Systems Development: An Organizational System Perspective, T. Ravichandran, Arun Rai
Computer Information Systems Faculty Publications
We identify top management leadership, a sophisticated management infrastructure, process management efficacy, and stakeholder participation as important elements of a quality-oriented organizational system for software development. A model interrelating these constructs and quality performance is proposed. Data collected through a national survey of IS executives in Fortune 1000 companies and government agencies was used to test the model using a Partial Least Squares analysis methodology. Our results suggest that software quality goals are best attained when top management creates a management infrastructure that promotes improvements in process design and encourages stakeholders to evolve the design of the development processes. Our …
Why Software Projects Escalate: An Empirical Analysis And Test Of Four Theoretical Models, Mark Keil, Joan Mann, Arun Rai
Why Software Projects Escalate: An Empirical Analysis And Test Of Four Theoretical Models, Mark Keil, Joan Mann, Arun Rai
Computer Information Systems Faculty Publications
Software projects can often spiral out of control to become runaway systems that far exceed original budget and schedule projections. The behavior that underlies many runaway systems can best be characterized as escalation of commitment to a failing course of action. The objectives of this study were to: (1) understand the extent to which IS projects are prone to escalate, (2) compare the outcomes of projects that escalate with those that do not, and (3) test whether constructs associated with different theories of escalation can be used to discriminate between projects that escalate and those that do not. A survey …