...Başar Öztayşi; Selime Sezgin; Ahmet Fahri Özok Purpose Customer relationship management (CRM) projects have a low success rate, which can be solved by better measurement of CRM process. The purpose of this paper is to define the CRM processes within a company and propose a tool for CRM measurement...

... – the must‐measure and require‐to‐measure circumstances. The findings also indicate that there is no specific prediction for particular circumstances (e.g. the larger‐size firms with longer years operating in business need productivity information than the smaller ones). Practical implications...

..., cost and quality. Using cases from two major industries the authors aim to develop a different understanding of project measurement criteria. This work is part of a larger completed investigation into information systems and information technology (IS/IT) project management models, developed...

...Kongkiti Phusavat; Watcharapon Photaranon Purpose To address two key problems facing the production department at the government pharmaceutical organization (GPO). They were a lack of productivity and performance measurement at the operational level, and a need to assess the functional readiness...

... several tasks in the measurement, interpretation and evaluation phases and examines the appropriateness of an expert systems application. Finds that expert systems applications could be useful in interpretation and evaluation. Focuses on productivity analysis at the organizational‐level only. Opines...

... of measuring the satisfaction level that takes both roles into account is needed. However, in past research indexes for consumer satisfaction and indexes for user information satisfaction have been developed separately in the fields of marketing and management information systems. Because of this lack...

... time, JIT firms are not significantly different from non‐JIT firms with regard to the use of measurement systems. Employee training has been identified as an important element of JIT implementation. Under JIT, employees are required to perform multiple tasks, undertake quality control checks...

...Harinder Singh; Jaideep Motwani; Ashok Kumar Productivity measurement is a required management tool in evaluating and monitoring the performance of a business operation. The purpose of this paper is to provide an analysis of the state‐of‐the‐art research on productivity measurement. The paper...

... to measure performance controlling for alignment perspective and industry classification is proposed. Such an equation provides firms with an idea of where they stand, on average, within their respective industry and among firms following the same alignment perspective. Implications for managers are also...

...Arunoday Saha Describes a microcomputer software system for total productivity measurement in manufacturing organi‐zations, named TOPROD, developed by the author. Beginning with a discussion advocating the greater use of total productivity ratios in industry, the six main programs of the software...