A Protocol for Customer Relationship Management Implementation and Evaluation. In 2001, companies worldwide invested US$20 billion (US$125 billion by 2004) in Customer Relationship Management (CRM). Despite the magnitude of this investment, the general consensus among practitioners is that most CRM systems have failed to live up to expectations. This is somewhat alarming, given that the theoretical underpinnings of relationship management are both well developed and intuitively sound. This pr ....A Protocol for Customer Relationship Management Implementation and Evaluation. In 2001, companies worldwide invested US$20 billion (US$125 billion by 2004) in Customer Relationship Management (CRM). Despite the magnitude of this investment, the general consensus among practitioners is that most CRM systems have failed to live up to expectations. This is somewhat alarming, given that the theoretical underpinnings of relationship management are both well developed and intuitively sound. This project investigates the contradiction between relationship theory and CRM practice. It will identify and synthesise critical factors in the success or failure of attempts to implement CRM as a preliminary stage to developing a protocol for successful CRM implementation and evaluation.Read moreRead less
An Intelligent Software-AGENT: Innovates Adaptive Workplace eTraining Tools. Maintaining well skilled and knowledgeable employees is key to sustaining our competitive advantage through smarter information use of digital technologies. By reviewing current government training practice and IT governance, the Project Team will share valuable insight enabling multi-disciplinary collaboration for effective information systems development. Access to our individual virtual learning space is critical; th ....An Intelligent Software-AGENT: Innovates Adaptive Workplace eTraining Tools. Maintaining well skilled and knowledgeable employees is key to sustaining our competitive advantage through smarter information use of digital technologies. By reviewing current government training practice and IT governance, the Project Team will share valuable insight enabling multi-disciplinary collaboration for effective information systems development. Access to our individual virtual learning space is critical; this Project places Australia at the centre of virtual reality and emerging Web 2.0 technologies in the race to empower the global reach of an individual's access to adaptable eLearning tools and the unyielding intellectual thirst for new learning spaces for the next decade.Read moreRead less
Adding value to natural advantage through business clustering:Winners and losers along the Murray River. In terms of river-based business activity, the success of cities located on the Murray River, such as Albury/Wodonga, Echuca, Swan Hill and Mildura varies. We shall identify how some towns along the river have added value to the natural advantage of the river through business clustering while others have not. Processes by which successful communities have gained and retain advantage will be ....Adding value to natural advantage through business clustering:Winners and losers along the Murray River. In terms of river-based business activity, the success of cities located on the Murray River, such as Albury/Wodonga, Echuca, Swan Hill and Mildura varies. We shall identify how some towns along the river have added value to the natural advantage of the river through business clustering while others have not. Processes by which successful communities have gained and retain advantage will be compared with strategies applied by less successful towns. The concept of business clustering not only permits regional diversity to be more readily understood, but points to future initiatives for less successful regions.Read moreRead less
A Review of Work for the Dole as a Labour Market Program. The project will review the Work for the Dole program in terms of its first formal objective (to install work habits in young people)and in the wider context of giving young unemployed people the skills and confidence that will increase their chances of finding employment. The principal research tools used will be sample surveys and in-depth interviews. An independent substantial review will give a firm basis for discussions of the progr ....A Review of Work for the Dole as a Labour Market Program. The project will review the Work for the Dole program in terms of its first formal objective (to install work habits in young people)and in the wider context of giving young unemployed people the skills and confidence that will increase their chances of finding employment. The principal research tools used will be sample surveys and in-depth interviews. An independent substantial review will give a firm basis for discussions of the program, including how it can be improved and whether or not, given the political imperatives to retain it,it is desirable to increase expenditure on it.Read moreRead less
An investigation into consumer perspectives on emotional, attitudinal and behavioural loyalty. Attracting and retaining loyal customers is central to the economic viability of organisations. Yet, scholars have not resolved how to define brand loyalty, what contributes to brand loyalty for different services, products and industries over time nor the appropriate application of brand loyalty measures in different contexts. Current conceptualisations overlook the role of emotion and its relations ....An investigation into consumer perspectives on emotional, attitudinal and behavioural loyalty. Attracting and retaining loyal customers is central to the economic viability of organisations. Yet, scholars have not resolved how to define brand loyalty, what contributes to brand loyalty for different services, products and industries over time nor the appropriate application of brand loyalty measures in different contexts. Current conceptualisations overlook the role of emotion and its relationship with the other dimensions of brand loyalty. The proposed project will be the first application of a prototype approach and one of the few studies to use quantitative longitudinal research techniques to further understanding of what brand loyalty is and how it develops.Read moreRead less
Enhancing the National Benefit of Volunteers through Career Development in Community Organisations: A Case Study of Senior Volunteers. This project aims to determine the benefits of career development in enhancing volunteer performance and volunteer retention, with particular attention to the needs of senior volunteers. Research concerning career development is fundamentally important in the paid workforce; little investigation has occurred in the economically important and parallel area of volu ....Enhancing the National Benefit of Volunteers through Career Development in Community Organisations: A Case Study of Senior Volunteers. This project aims to determine the benefits of career development in enhancing volunteer performance and volunteer retention, with particular attention to the needs of senior volunteers. Research concerning career development is fundamentally important in the paid workforce; little investigation has occurred in the economically important and parallel area of volunteer development. The project will build on preliminary research by the Chief Investigators by developing and testing a research instrument underpinned by career development theory. The anticipated outcomes will be (a) an improved understanding of volunteer needs within an organisation through career matching and development, (b) a generic "tool kit" for organisations wishing to develop and maintain volunteers, particularly their more experienced and senior ones and (c) a benefit to the emotional and physical well-being of the community in general and volunteers in particular.Read moreRead less
Optimising the design and implementation of public transport priority initiatives. This project strengthens national approaches to a pervasive Australian problem, growing traffic congestion deteriorating liveability, environmental health & economic performance of the cities where most Australians live. Public transport can address these issues but most is provided by buses which are caught up in traffic congestion. This project improves approaches for traffic priority design to improve the eff ....Optimising the design and implementation of public transport priority initiatives. This project strengthens national approaches to a pervasive Australian problem, growing traffic congestion deteriorating liveability, environmental health & economic performance of the cities where most Australians live. Public transport can address these issues but most is provided by buses which are caught up in traffic congestion. This project improves approaches for traffic priority design to improve the effectiveness and efficiency of on-road public transport. It optimises the design of individual and groups of priority treatments and will generate diagnostic tools to better target priority treatments. Findings will better focus Australia's approach to increasingly challenging transport futures.Read moreRead less
Technological innovation and change in supply chain integration. In examining emerging technology that can transform the performance of Australian industry we address the following priority goals: better understanding the processes that will advance knowledge and facilitate the development of technological innovations; the potential application of Radio Frequency Identification (RFID) technologies across an entire supply chain; and the improved management of information in the storage, distribut ....Technological innovation and change in supply chain integration. In examining emerging technology that can transform the performance of Australian industry we address the following priority goals: better understanding the processes that will advance knowledge and facilitate the development of technological innovations; the potential application of Radio Frequency Identification (RFID) technologies across an entire supply chain; and the improved management of information in the storage, distribution, and delivery of products (smart information use). Improvement in the operational efficiency and performance of the supply chain will increase national wealth while minimising environmental impacts on the environment, for example, through the better utilisation of heavy freight carriers.Read moreRead less
Tackling the Tough Problems in Productivity Measurement: Infrastructure, Services and R&D. Productivity is seen as a main driver of economic growth and welfare improvements. Productivity indexes are used in a variety of policy contexts, in particular in determining the effectiveness (or otherwise) of government policies. Most industrialized countries have productivity accounts, but measurement problems persist and may even be more problematic in the future given an expansion in new goods and ser ....Tackling the Tough Problems in Productivity Measurement: Infrastructure, Services and R&D. Productivity is seen as a main driver of economic growth and welfare improvements. Productivity indexes are used in a variety of policy contexts, in particular in determining the effectiveness (or otherwise) of government policies. Most industrialized countries have productivity accounts, but measurement problems persist and may even be more problematic in the future given an expansion in new goods and services. Improved productivity measurement and an improved understanding of its sources can inform aggregate and regional policy. The project includes collaboration with the Australian Bureau of Statistics and the Productivity Commission, with the participation of the Reserve Bank of Australia.Read moreRead less
Structured natural language descriptions for semantic content retrieval of visual data. The richness of visual data complicates the task of indexing their content for database retrieval. Retrieval based on semantic content is more natural than retrieval based on textures or colours but the most common approach - keyword search - lacks precision, while a newer approach - automatic parsing of free-text descriptions - lacks accuracy. We propose a system of metadata and content descriptions, where c ....Structured natural language descriptions for semantic content retrieval of visual data. The richness of visual data complicates the task of indexing their content for database retrieval. Retrieval based on semantic content is more natural than retrieval based on textures or colours but the most common approach - keyword search - lacks precision, while a newer approach - automatic parsing of free-text descriptions - lacks accuracy. We propose a system of metadata and content descriptions, where content descriptions must be phrases composed of basic grammatical terms. Description components may be elements from external resources such as thesauri and databases, providing a rich superstructure for meaningful retrieval of visual data by semantic content.Read moreRead less