Information Systems Enabled Corporate Transformation: Evaluation of Electronic Customer Relationship Management in the Service Sector. Customer relationship management (CRM) is a business and marketing strategy that integrates technology, process and business activities around the customer. Only 30% of electronic CRM efforts have been successfully implemented because stakeholder expectations are typically neglected. This issue underlines the importance of the ?soft? organisational issues involve ....Information Systems Enabled Corporate Transformation: Evaluation of Electronic Customer Relationship Management in the Service Sector. Customer relationship management (CRM) is a business and marketing strategy that integrates technology, process and business activities around the customer. Only 30% of electronic CRM efforts have been successfully implemented because stakeholder expectations are typically neglected. This issue underlines the importance of the ?soft? organisational issues involved with the evaluation of information systems. By evaluating the change management process and modelling the impact of e-CRM enabled change, management strategies will be developed to enable its successful implementation. The research will provide a greater understanding for evaluating the performance of e-CRM solutions, as well as uncover opportunities for organisational related change.Read moreRead less
Service Ecosystems Management for Collaborative Process Improvement. Australian government agencies currently explore opportunities for streamlining their business processes. A promising approach relates to the improvement of cross-agency processes based on service-enabled technologies. This project will use requirements within Queensland Government for the design of a service ecosystem and methodological and management concepts to derive a general framework for intra-organisational ecosystems. ....Service Ecosystems Management for Collaborative Process Improvement. Australian government agencies currently explore opportunities for streamlining their business processes. A promising approach relates to the improvement of cross-agency processes based on service-enabled technologies. This project will use requirements within Queensland Government for the design of a service ecosystem and methodological and management concepts to derive a general framework for intra-organisational ecosystems. Though the focus will be on government processes, the project will generalise beyond this scope for a wider uptake of service ecosystems in Australian organisations. This will lead to reduced process costs and risks and will leverage the exploration of new revenue streams, e.g. shared services and reward schemes.Read moreRead less
The key strategies in firms' realisation of value from ICT: A transformational model of ICT value generation. Studies indicate that information and communication technologies (ICT) have contributed significantly to Australia's productivity gains over the last decade. It is not well understood, however, why some firms and some industries have been able to benefit significantly more from ICT use than others. This study will show the strategies and practices that are used by the firms that gain max ....The key strategies in firms' realisation of value from ICT: A transformational model of ICT value generation. Studies indicate that information and communication technologies (ICT) have contributed significantly to Australia's productivity gains over the last decade. It is not well understood, however, why some firms and some industries have been able to benefit significantly more from ICT use than others. This study will show the strategies and practices that are used by the firms that gain maximum benefit from ICT - the 'ICT winners'. The lessons learned will allow other firms to gain further benefits from ICT, potentially leading overall to further economic gains by industries and the nation. Read moreRead less
Classifying the indirect costs of information systems and information technology in business. Many businesses are increasing their expenditure on IS/IT to obtain a strategic competitive advantage. Traditional approaches to IS/IT appraisal are unable to accommodate the costs associated with deploying 'organisational-wide' IS/IT solutions because of their qualitative characteristics. The inability of managers to determine the 'true' costs of IS/IT are attributable to a lack of knowledge and unders ....Classifying the indirect costs of information systems and information technology in business. Many businesses are increasing their expenditure on IS/IT to obtain a strategic competitive advantage. Traditional approaches to IS/IT appraisal are unable to accommodate the costs associated with deploying 'organisational-wide' IS/IT solutions because of their qualitative characteristics. The inability of managers to determine the 'true' costs of IS/IT are attributable to a lack of knowledge and understanding of IS/IT related costs. This research will extend the myopia of traditional 'direct' financial cost analysis by identifying 'indirect' cost factors. A model that integrates cost taxonomies and performance measures/metrics of IS/IT will be developed as a frame of reference for IS/IT decision-makers.Read moreRead less
Information Health Monitor: An Instrument to Assess the Product and Service Quality of Information. Information quality problems are widespread in practice and have significant economic impacts. This project will refine and extend a rigorous theoretical framework for understanding information quality and develop and validate the Information Health Monitor, an instrument for assessing the quality of information within organisations. Existing approaches to information quality are mostly not rigoro ....Information Health Monitor: An Instrument to Assess the Product and Service Quality of Information. Information quality problems are widespread in practice and have significant economic impacts. This project will refine and extend a rigorous theoretical framework for understanding information quality and develop and validate the Information Health Monitor, an instrument for assessing the quality of information within organisations. Existing approaches to information quality are mostly not rigorously defined and view information as a product. This work is significant and innovative as it is soundly based in existing theory, rigorously defined and views information as both a product and service. The instrument will enable organisations to better identify and address their information quality problems.Read moreRead less
Modelling IT Alignment in Multi-Business Service Organisations. Information technology and communication is responsible for nearly 80% of all productivity growth in the Australian services sector. A critical strategic alignment decision is the trade-off between investments in shared corporate IT infrastructure and individual business unit IT applications. The current response is to establish elaborate IT governance, reporting controls aimed at balance and compromise across the organization. Our ....Modelling IT Alignment in Multi-Business Service Organisations. Information technology and communication is responsible for nearly 80% of all productivity growth in the Australian services sector. A critical strategic alignment decision is the trade-off between investments in shared corporate IT infrastructure and individual business unit IT applications. The current response is to establish elaborate IT governance, reporting controls aimed at balance and compromise across the organization. Our model will provide a deeper understanding of what should be built as shared corporate IT infrastructure and as IT applications within individual strategic business units. This research will enable Australian industry to get greater value from its existing levels their expenditure in IT.Read moreRead less
Testing the Big Bets Theory of strategic IT decision making. This project will test a new theory of strategic IT decision making called the Big-Bets theory. If confirmed, senior decision makers will have grounds for requesting more evidence-based decision making for major IT projects such as the Australian Government's IT outsourcing initiative, Telstra's Siebel-based CRM, and Victoria's Myki.
Supply Chain Management and eProcurement. This project will assist Australian firms assess the impact of emerging Internet-enabled electronic business (e-business) initiatives in the area of procurement and supply chain management. The aims are to identify factors that constrain/enable e-procurement in creating sustained value; describe key elements of suceses in the development, application and effective use of e-procurement; provide the basis for assessing progress in understanding and use of ....Supply Chain Management and eProcurement. This project will assist Australian firms assess the impact of emerging Internet-enabled electronic business (e-business) initiatives in the area of procurement and supply chain management. The aims are to identify factors that constrain/enable e-procurement in creating sustained value; describe key elements of suceses in the development, application and effective use of e-procurement; provide the basis for assessing progress in understanding and use of successive waves of innovation in areas of e-procurement and supply chain management; and develop industry benchmarks for critical dimensions of effectiveness in these areas.Read moreRead less
Trusted business processes. This project aims to use conceptual design, process modelling and co-design approaches to create a structured approach for the management of trust. With a focus on business processes, it is intended to develop research- informed methods in order to (1) identify and specify trust concerns and opportunities, (2) model these within a common process modelling language and (3) propose patterns for how to mitigate trust concerns and how to benefit from opportunities. If suc ....Trusted business processes. This project aims to use conceptual design, process modelling and co-design approaches to create a structured approach for the management of trust. With a focus on business processes, it is intended to develop research- informed methods in order to (1) identify and specify trust concerns and opportunities, (2) model these within a common process modelling language and (3) propose patterns for how to mitigate trust concerns and how to benefit from opportunities. If successful, this would lead to an operational, and world first, detailed trust methodology for organisations in all sectors. As a result, Australian customers would engage with business processes with reduced trust concerns and experience increased integrity and benevolence.Read moreRead less
Organisational Motivation as a Predictor of Benefits from the Adoption of Information Technology. IOS are becoming increasingly important for organisations to remain competitive in a global marketplace. By using organisational motivations to better understand how to design and structure the processes for IOS implementation and set more realistic expectation, Australian organisations will be able to develop more effective, evidence-based methods for IOS implementation. The theory being tested is ....Organisational Motivation as a Predictor of Benefits from the Adoption of Information Technology. IOS are becoming increasingly important for organisations to remain competitive in a global marketplace. By using organisational motivations to better understand how to design and structure the processes for IOS implementation and set more realistic expectation, Australian organisations will be able to develop more effective, evidence-based methods for IOS implementation. The theory being tested is an original contribution in a growing area of information technology research. The data and rigorously tested research protocols developed will enhance Australia'a research standing, contribute to university teaching and researcher training, and improve the effectiveness and efficiency of the Australian information technology industry. Read moreRead less