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
Development of a Global Decision Support System towards Virtual Manufacturing. The aim of this research project is to develop a global decision support system (GDSS) in order to assist SMEs to improve their competitiveness in the dynamic global market while providing an industry oriented research training for a high calibre PhD student, who would be a valuable asset to Australia. The GDSS will help SMEs leverage their operations in a global context and to adopt a realistic virtual manufacturing ....Development of a Global Decision Support System towards Virtual Manufacturing. The aim of this research project is to develop a global decision support system (GDSS) in order to assist SMEs to improve their competitiveness in the dynamic global market while providing an industry oriented research training for a high calibre PhD student, who would be a valuable asset to Australia. The GDSS will help SMEs leverage their operations in a global context and to adopt a realistic virtual manufacturing system in the future. The significance of the project includes developing a new methodology and a GDSS to assess virtual manufacturing issues for SMEs and assisting them making timely decisions.Read moreRead less
Examinations of the relationship between accreditation and clinical and organisational performance. Accreditation of organisations is now commonplace. It involves assessing organisations against pre-defined standards. This is a highly significant issue because of the millions of dollars of investment in accreditation. We do not know if we achieve value for money or whether positive change is associated with accreditation. Few studies have examined this in detail. We aim to do so in this stud ....Examinations of the relationship between accreditation and clinical and organisational performance. Accreditation of organisations is now commonplace. It involves assessing organisations against pre-defined standards. This is a highly significant issue because of the millions of dollars of investment in accreditation. We do not know if we achieve value for money or whether positive change is associated with accreditation. Few studies have examined this in detail. We aim to do so in this study. We will examine organisational and individual performance associated with accreditation status in order to illuminate the process and uncover any associations between accreditation and organisational culture, consumer participation and clinical (individual) performance indicators.
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Using Measures of Ontological Distance to Evaluate the Alignment between Organizational Needs and Enterprise Systems Capabilities. Enterprise Systems (ES) packages are software systems that seek to provide their organizational users with comprehensive, integrated support for their information system needs. The development, implementation, operation, support, maintenance, and upgrade of enterprise systems is a multi-billion dollar industry. This industry is replete with stories of high-cost pro ....Using Measures of Ontological Distance to Evaluate the Alignment between Organizational Needs and Enterprise Systems Capabilities. Enterprise Systems (ES) packages are software systems that seek to provide their organizational users with comprehensive, integrated support for their information system needs. The development, implementation, operation, support, maintenance, and upgrade of enterprise systems is a multi-billion dollar industry. This industry is replete with stories of high-cost problems. Many of these problems arise because the business models embedded within ES packages do not align with the needs of their users. This project develops a methodology and measures to evaluate how well the business models embedded in an ES package meet user needs.Read moreRead less
Learning Mechanisms and the Development of Dynamic Capabilities within Firms. The project has the following national/community benefits: (1) a more comprehensive study of the specific and unique features of the structure and innovative process operating within a major Australian producer of commodities, (2) a greater understanding of how knowledge can be created and captured in the form of firm-level dynamic capabilities, contributing towards the creation of an effective knowledge and innovation ....Learning Mechanisms and the Development of Dynamic Capabilities within Firms. The project has the following national/community benefits: (1) a more comprehensive study of the specific and unique features of the structure and innovative process operating within a major Australian producer of commodities, (2) a greater understanding of how knowledge can be created and captured in the form of firm-level dynamic capabilities, contributing towards the creation of an effective knowledge and innovation economy, and (3) assisting regional communities by providing specific recommendations for generating learning mechanisms and more importantly, capturing value from learning in terms of process improvement and innovation.Read moreRead less
A Simulation-Based Approach to Understanding Alternative Supply Chain Configurations. The research developed in this project has value to the broader Australian community because it will lead to the development of a decision support system for configuring more strategic, cost effective and efficient supply chains. The modelling techniques developed in the project together with the crucial training and experience in large scale experimental and survey techniques will help to establish a high qual ....A Simulation-Based Approach to Understanding Alternative Supply Chain Configurations. The research developed in this project has value to the broader Australian community because it will lead to the development of a decision support system for configuring more strategic, cost effective and efficient supply chains. The modelling techniques developed in the project together with the crucial training and experience in large scale experimental and survey techniques will help to establish a high quality centre for supply chain research. The decision support system and other techniques utilised in the project have potential for commercialisation for the benefit of Australian commerce. 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
The contribution of project leader behaviours to processes and outcomes in large scale projects. In Australia and worldwide, large-scale projects often fail to meet quality, time or budget goals resulting in outcome dissatisfaction, and large time and cost project overruns. This project focuses on achieving better project processes and leadership practice, especially in large-scale, complicated projects, in order to improve project success (as viewed by multiple stakeholders) and the performance ....The contribution of project leader behaviours to processes and outcomes in large scale projects. In Australia and worldwide, large-scale projects often fail to meet quality, time or budget goals resulting in outcome dissatisfaction, and large time and cost project overruns. This project focuses on achieving better project processes and leadership practice, especially in large-scale, complicated projects, in order to improve project success (as viewed by multiple stakeholders) and the performance, health and wellbeing of staff. We focus on Australian defence acquisition projects in order to test our theoretical model. This project will provide a major contribution to Australian defence capability by identifying how project leaders can improve project operations and deliver successful innovative acquisition products on time and budget.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
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