Organization's Internal Processes Research Articles

Using Crm Systems for the Development and Implementation of Communication Strategies for Digital Brand Management and Internet Marketing: eu Experience

Purpose: The research aims to analyze the use of CRM systems for the development and implementation of communication strategies for digital brand management and Internet marketing based on the experience of EU countries. Theoretical framework: Implementing the practice of using CRM systems to develop and fulfill communication strategies for digital brand management and Internet marketing plays a key role in the corporate sector. It is known that the quality of implementation of such a policy will directly affect the commercial result of an enterprise or organization. The problem of using CRM systems and the possibility of improving business processes, which involves the integration of most of the organization's internal processes into the CRM system's operating program, is to find effective means and mechanisms for setting up the marketing and operational work of the enterprise. Design/methodology/approach: The study used scientific research methods, as well as data from official sources of CRM systems that are most popular in the EU. Findings: The research aims to analyze the use of CRM systems to improve the quality of internal communication strategy. An equally important task is to evaluate the management of advertising campaigns and brand positioning policy in the selected business segment. The article analyzes the peculiarities of approaches to the use of CRM systems, as well as their application following the internal corporate policy. Research, Practical & Social implications: The article analyzes the peculiarities of approaches to the use of CRM systems, as well as their application following the internal corporate policy. The key trends of modern CRM systems and the practices of their use are analyzed. This makes it possible to determine the competitive advantages in the market that a company gains after implementing CRM systems. The practice of developing the marketing activities of an enterprise or organization is outlined from the perspective of using CRM systems. Originality/value: By using the available research results, the further practice of using CRM systems can be analyzed from the point of view of the development of the technological aspect of the integration of internal program components of the system into the operating activities of the enterprise.

INVESTIGATING THE RELATIONSHIP BETWEEN TOTAL QUALITY MANAGEMENT (TQM) AND HUMAN RESOURCES MANAGEMENT (HRM) IN LEBANESE COMPANIES

Increasing customer satisfaction, efficiency, and market competitiveness are possible outcomes of Total Quality Management. On the other hand, TQM is an organized way to ensure that an organization's internal processes are continually improved. As a result of TQM, the quality of services and products may be improved while decreasing operational costs by enhancing human resources, processes, and equipment. 
 A quantitative methodology was employed to collect data. The sample size currently comprises 5% of the total workforce contacted to gather data. Researchers selected 120 participants using a cluster sample. The questionnaire had been coded using the Likert Scale ranging from 1 (Strongly Agree) to 5 (Strongly Disagree).The SPSS software has been utilized to analyze the data collected, and the results will be viewed in terms of regression analysis
 The research findings showed that total quality management directly affects the performance of employees in the organizations. Training and development programs are interconnected as if the workers are motivated by workplace programs that help enhance their performance and strengthen their professions.
 Compensation benefits and performance appraisals are two key elements that encourage staff to increase productivity. If the employee is satisfied, they will be kept at work and encouraged to pursue training and development programs, improving organizational performance and reducing turnover.

Value stream mapping in healthcare and sustainable development

The concept of lean manufacturing provides productivity, quality,and waste reduction to organizations and the adoption of its tools promotes the improvement of production processes and waste reduction. Value Stream Mapping(VSM) provides an analysis of the company's processes, highlighting events where actions are necessary to continuously improve the organization's internal processes. This study sought to highlight VSM collaborations in the fields of healthcare and sustainable development. The results of the systematic review highlighted 47 articles covering the VSM tool outside the manufacturing environment, as well as its participation in different contexts in caringfor the well-being of people and in the search for sustainable development.

The Role of Knowledge Management in Improving Performance of Human Resources – A Field Study on the General Organization for Technical and Vocational Training, Riyadh Region –: دور إدارة المعرفة في تحسين أداء الموارد البشرية – دراسة ميدانية على المؤسسة العامة للتدريب التقني والمهني بمنطقة الرياض –

This study aimed to identify how knowledge management plays a role in improving human resources, it also aimed to identify the realities of knowledge updating of the institution, and knowledge disseminating and distributing among workers. The research sample consists of the employees of the top departments 11.419 of the general organization for vocational training in three departments: the national training department, the general administration of quality and training, the general administration for development and curriculum design, in the Riyadh region, the study used a descriptive and analytical approach to address the research subject. knowledge management has been also mentioned as an important and positive impact on the efficiency of the organization's internal processes and the quality of performance. The results have been as follows: there is a positive statistical significant correlation between the knowledge diagnosis and measuring the quality of human resource performance, the value of the correlation between them was (0.577), at a significant level (0.00), which is a value less than (0.01),there is a positive statistical significant correlation between updating knowledge and measuring the quality of human resources performance, as the value of the correlation between them reached (0.682), at a significant level (0.00), which is a value less than (0.01),there is a positive statistical significant correlation between the disseminating and distributing of knowledge and the measuring of the quality of human resource performance (0.705), at a significant level (0.00), which is a value less than (0.01), as the higher the diagnosis of updating, disseminating and distributing knowledge, the higher the quality of human resource performance. The most important recommendations of researchers: The necessity for the institution to have the ability to identify its employees who possess knowledge related to its fields of activities. The necessity for the institution to provide material and moral rewards to its employees for their efforts to gain new knowledge that supports its activities. Reliance on objective and fair standards in order to truly reveal the levels of employee performance, which leads to avoiding problems among workers.

Cyber-security effect on organizational internal process: mediating role of technological infrastructure

Adopting the technologies among organizations comes with the continuous worries of protection and hacking. The idea of cyber-security has become over the years the main interest of many organizations, which depend on technologies in its operations, which requires them to pay extra attention to their technological infrastructure. The current study aims at examining the influence of cyber-security forces on organizational internal operations and the role of technological infrastructure in defining and controlling the level of protection that cyber-security has on organizational internal processes. Quantitative approach was adopted, and a questionnaire was utilized to collect the data from a convenient sample of 360 software engineers, network engineers, software testers, web developers, and technical support using a structured survey questionnaire, and analyzed using SPSS version 21. The results confirmed that cyber-security motivators (data growth, technology expansion, access to required resources, operational control, and technical control) indirectly affect solid internal processes that are attributed to the consistency of technological infrastructure in an organization. The variable of ‘data growth’ appeared to be the most influential motivator on cyber-security strategies, as it scored a mean of 4.2661, which is the highest among all adopted variables and followed by the variable of ‘technical control’, which scored a mean of 4.1296. Accordingly, the study recommends that organizations should consider IT infrastructure as a main item within their risk management strategies to avoid unpredicted risks and attacks.

SIX SIGMA TRAINING FOR LECTURER AND STUDENT COLLEGE

Six Sigma is a management tool that is focused on quality control by exploring the overall work operating system that has the aim of eliminating production defects, maximum work results, best service, process without maintenance and time efficiency to minimize costs. Six Siga is comprehensive, which means strategies, disciplines, and tools to achieve and support the success of the business and its operations. Six Sigma is called a strategy because it is focused on increasing customer satisfaction, called a discipline because it follows the formal model, namely DMAIC (Define, Measure, Analyze, Improve, Control). Six Sigma is widely proven in practice and research shows high success in its application in various corporate organizations, hospitals, education, factories, airlines and universities. Universities need to contribute in improving the quality of lecturers and students in producing excellent quality performance. Each individual student and lecturer is required to produce excellent quality in serving his work, both on campus, work units and the community. One method used to provide solutions to improve organizational internal process standards that aims to minimize mismatches in work processes and results is the Six Sigma method. Six Sigma training activities by Six Sigma certified trainers are conducted at the Bina Tunggal Bekasi STT community which is a tertiary institution ranked and under the Mercu Buana University. Incidentally, the two institutions have a partnership that has been fostered so far.

Estudo do Impacto da Governança de Tecnologia da Informação no Desempenho das Empresas Brasileiras: uma Análise a partir da Perspectiva dos Executivos, Usuários e Membros de Equipes de TI

No presente trabalho, o objetivo principal é compreender como os modelos de melhores práticas de governança de Tecnologia da Informação (TI) podem impactar de forma positiva o desempenho das empresas brasileiras. Para este estudo quali-quantitativo, de nível exploratório descritivo, convidaram-se, por meio de um survey eletrônico, 38 empresas brasileiras que declararam utilizar modelos de melhores práticas de tecnologia da informação. A delimitação dos construtos ocorreu a partir da visão de executivos, usuários e membros de equipes de TI. Nos resultados, indica-se que existe uma tendência entre os executivos de relacionar diretamente a adoção de modelos de melhores práticas de governança de TI aos benefícios e custos estimados. No estudo, identificou-se também que, em ambientes onde os ativos humanos especializados são essenciais para a execução eficiente e eficaz de processos, satisfazer o contratante e os usuários de serviços de TI torna-se difícil. Nos resultados sugere-se ainda que o baixo envolvimento da alta gerência na identificação de melhoria nos processos internos da organização pode impactar negativamente a agilidade de entrega de resultados.

The impact of external and internal entrainment on firm innovativeness: A test of moderation

The theory of entrainment suggests that positive benefits, such as enhanced competiveness and above-normal levels of performance, can be achieved by creating temporal alignment and coordination between and among an organization's internal processes and external environment. We investigate the effect of external and internal entrainments on firm innovativeness, and hypothesize that the interaction between external and internal entrainment serves to enhance the effect of external entrainment on firm innovativeness. Using survey responses from the owners, CEOs, and top managers of 217 organizations in a range of industries, we establish evidence of (1) a positive link between external entrainment and firm innovativeness, and (2) the moderating effect of internal entrainment on the external entrainment-firm innovativeness relationship. The results provide insight into the performance benefits of managing the temporal elements of an organization's environment.

Colaboração Para Inovação Tecnológica: Escolhas e Decisões que Fazem q Parceria Funcionar

This work is primarily aimed at understanding how the models of Information Technology (IT) governance best practices can positively impact the Brazilian companies’ performance. This qualitative and quantitative study of exploratory and descriptive level was carried out through an electronic survey, to which it was invited 38 Brazilian companies that reported they were using models of information technology best practices. The constructs delimitation is given from the perspective of executives, users and IT teams members. The results indicate that there is a tendency among executives to relate directly the adoption of models of IT governance best practices with the estimated benefits and costs. The study also found that, in environments where specialized human assets are essential to the efficient and effective implementation processes, meeting the contractor and the IT services users’ requirements turns to be a difficult task. The results suggest that the low involvement of upper management in the improvement identification in the organization internal processes can impact negatively the results delivery agility.

Investigation the Effect of Internet Technology on Performance of Services Organizations with e-commerce Orientations

In this research, two dimensions of internet technology and e-commerce orientations have been considered. Based on the measuring these variables, the performance of each organization especially banks in the sales area has been evaluated. Also, the affectability coefficient of these two factors on the banks performance has been studied. The aim of current study is to investigate the casual relationships between internet technology with e-commerce orientations and organizations performance. Therefore the research method of this study is casual-correlation and also based on the study's objective is the applied research. Research population of this study is chief and assistant managers of all the Ilam province banks that are equal with 394. All these managers are users of internet technology. Sampling method is stratified random that based on the Cochran formula are calculates as 150. Required data has been gathered by means of a standard questionnaire. For data analysis the Structural Equation Modeling (SEM) using LISREL software has been used. Data analysis shows that there are positive and meaningful relationships between internet technology and familiarity of customers with the e-commerce and also e-commerce experiences for organizational internal processes with organization's performance. Also there are positive and meaningful relationships between familiarity of customers with the e-commerce and organization's performance; but there are negative and meaningful relationships between e- commerce experiences for organizational internal processes and organization's performance.

APPLICATION OF SOCIAL RESPONSIBILITY STRATEGIES IN LITHUANIA SMALL AND MEDIUM-SIZED ENTERPRISES

Social responsibility internal dimensions actualization, understanding and ability to apply for small and medium-sized business organizations’ strategic management is one of the necessary measures to search for adaptation to changes in the consumer market Various European countries small business success stories and experience of social responsibility strategies encourages the search for ways to transfer best practice in Lithuania small and medium business. Object of study - social responsibility internal dimensions links as a structural element of strategic management. The article is prepared on the basis of experience using the Socialsme methodology in the Lithuania small and medium sized businesses strategic management case analysis. Social responsibility strategy based on internal dimensions links application in the small and medium-sized enterprises enabling validation of the prospects of the business development and insight into the organization's internal processes, steers and their prospects for improvement.DOI: http://dx.doi.org/10.5755/j01.em.17.3.2134

NEW PUBLIC MANAGEMENT: PERSPECTIVES ON PERFORMANCE AND THE USE OF PERFORMANCE INFORMATION

Performance information is a key‐element of NPM, but politicians and managers rarely use this information. On the basis of three case studies, this paper seeks to explain the use of the newly developed performance information. The paper argues that there is a distinction between the customer perspective and the citizen perspective on performance. NPM implies a customer and an internal perspective on performance. These perspectives may be relevant to managers, but politicians are primarily interested in a citizen perspective and a financial perspective. Two situations are identified in which governmental organizations more actively use performance information with a customer perspective and an internal perspective (as implied in NPM): (1) a crisis in the organization's internal processes with political and/or financial consequences and (2) loose coupling of the performance reports to politicians and to managers, which stimulates the information use by both politicians and managers.

Aligning Internal Organizational Factors With a Service Excellence Mission

In today's competitive health care environment, service excellence is rapidly becoming a major differentiating advantage between health care providers. Too often, senior executives talk about their commitment to a mission statement that extols the virtues of providing world class service to their patients only to undermine those statements with what they do, write, and say. This article presents an exploratory investigation into a new application of an internal mission alignment instrument that seeks to assess the extent to which an organization's internal processes are aligned with its service mission. This instrument was sent to 250 randomly selected employees from all clinical departments of a large southeastern hospital to explore the underlying alignment factors. A factor analysis of the data revealed eight factors that predicted beneficial employee outcomes such as organizational commitment and satisfaction with the job and organization.

Management observation and communication theory and organizational information

AbstractThe identification of basic principles that apply to all aspects of the knowledge domain of a discipline is important. Such fundamentals define the discipline and instruct its development. This process, nevertheless, may be pursued too narrowly—and schools of management thought often do so. These schools of thought generally seek principles and methods that apply equally in all different kinds of organizations. In doing so, they ignore an important aspect of the objects they observe, that organizations are part of a highly dynamic, currently ongoing, evolutionary process. Relatively recent emergents, exchange‐based societies are composed of organizations competing for survival with dynamic, ever‐changing internal purposes and external goals. The competition itself is management and unique management patterns emerge in different organizations. Management science needs a conceptual framework that instructs the development of organization‐specific management theories. Management observation and communication theory (MOCT) is one step in this direction.MOCT is essentially an integration of linguistic–mathematical theory (L‐M theory) and living systems theory (LST). L‐M theory is a pure system—defined by the interrelationships of its own elements, and thus does not depend on any particular empirical element. LST views existence in the context of concrete systems and particularly from the vantage of living systems. By integrating these general systems theories, MOCT instructs the discovery and development of internal purposes and external goals unique to particular organizations. L‐M theory synthesizes information about an organization's internal processes into general statements of purposes and connects those statements to similarly general statements of external goals. LST focuses MOCT on the processes and structures managers control and in which they compete.This paper overviews the central ideas and methods of MOCT. Some examples of methods suggested by the theory are given to illustrate how MOCT is applied. Copyright © 2001 International Society for the Systems Sciences.

COMPETITIVE STRATEGY, ENVIRONMENTAL SCANNING AND PERFORMANCE: A CONTEXT SPECIFIC ANALYSIS OF THEIR RELATIONSHIP

This study examines the scanning/strategy relationship in the context‐specific setting of the health care industry. It extends the current research on the strategy/scanning relationship to include performance. Results confirm the moderating role played by environmental scanning activities in the strategy/performing relationship, thus providing further evidence for the contingency relationship among the environment, the organization's internal processes, and performance.

Structuring Technology Outsourcing Relationships: Customer Concerns, Strategies And Processes

Outsourcing information technology is an increasingly appealing option for corporations who seek to focus their resources on core activities by shedding responsibility for data processing and related non-strategic functions. Structuring and negotiating a complex outsourcing transaction is a daunting task for even the most sophisticated corporation, however, since it usually faces a highly experienced vendor with far more experience about all aspects of negotiating and performing outsourcing contracts. Unless a corporation comprehensively addresses all the scope, price and performance issues associated with its specific objectives and operations, it will probably fail to meet the original goals of the outsourcing project. Since the information technology industry is characterized by uncertainty and rapid change, the outsourcing relationship developed during this process must be flexible and preserve the organization's ability to bargain effectively during both the duration of the outsourcing contract and upon its termination. Failure to focus upon critical issues or adopt key processes will inevitably lead to pitfalls which can adversely affect the customer realizing its strategic and commercial objectives. Finally, it is important for the organization to appreciate that the introduction of a third party service provider can itself have a major impact on the organization's internal processes. Thus, it is often true that outsourcing both drives and is driven by the need for organizational change.