bluuebunny/crossref_metadata_2025 huggingface dataset:
Enhancing Service Responsiveness: The Strategic Potential of EDI
Authors: Rogers Dale S. , Daugherty Patricia J. , Stank Theodore P.
Published: May 2006

Reports a recent survey of warehousing firms which examined the
extent of involvement in electronic data interchange (EDI) and the
impact which EDI has had on the firms′ operations and service
capabilities. Warehousing firms providing EDI services to their
customers were found to be better able to accommodate selected
customers′ requests than firms not providing EDI services. Additionally,
the firms providing EDI service were offering more services to their
customers than firms not providing EDI service. Based on the research
results, EDI firms appear to be more flexible and more responsive to
customer requests. EDI offers significant potential for helping firms to
gain competitive advantage and enhance customer responsiveness.
The US Motor Carrier Industry: The Extent and Nature of EDI Use
Authors: Allen Benjamin J. , Crum Michael R. , Braunschweig Charles D.
Published: May 2006

Estimates the extent to which electronic data interchange (EDI) is
currently used in the motor carrier industry and examines motor carrier
EDI issues. The analysis is based on data collected from a survey of 266
Class I and II motor carriers. The major findings include: the use of
EDI industry‐wide is fairly significant in terms of freight revenues
coming from EDI shippers; smaller motor carriers lag behind in the use
of EDI; the motor carrier decision to implement EDI appears to be
customer‐service – or marketing‐driven; and EDI use by motor
carriers is evolving towards standardization. Suggests that further
research is needed to gain a better understanding of the degree to which
the trucking industry is sharing in the benefits of EDI use and the role
which the smaller carrier will have in the growth of EDI use.
EDI: An Advantage or Disadvantage for Remotely‐situated Countries?
Authors: Ojala Lauri , Suomi Reima
Published: May 2006

Information technology in its various forms is one key component in
the effort to increase efficiency in the transport industry. Electronic
data interchange (EDI), especially, in its various forms, promises to be
one of the key techniques in mastering the growing volume of
information. Considers whether remotely (from the markets) situated
countries will benefit after the introduction of EDI, with specific
discussion of the Nordic countries. No specific data collection phase
was conducted for this study, which is conceptual. However, during the
last five years both researchers have conducted extensive empirical
research in the field, which is covered here.
International Logistics Information Systems
Authors: Bagchi Prabir K.
Published: May 2006

Analyses and justifies the need for information systems examining a
number of applications from the marketplace. The logistics pipeline has
become global in character and has become more complex too. Success in
such a logistics network, as demonstrated by leading edge companies,
involves close co‐ordination across various functions, countries and
cultures. Experts have predicted the widespread use of logistics
information systems. Suggests a framework for an international logistics
information system (ILIS) for a global company.
Applying common sense
Authors: Rooney M.
Published: May 2006

Examines the relevance of the ISO 9000 standard within the health care, local government and education and training services sectors, as well as looking at the benefits of its implementation. Explains that organizations should be clear about what they expect from ISO 9000 beforehand and presents a list of dos and don′ts when implementing ISO 9000. Concludes that by concentrating on the feedback loop part of the standard and using a common sense approach to quality, most of ISO 9000 will fall into place.
BS5750: The benchmark
Authors: Gill C.
Published: May 2006

Reports on the experiences of two companies in the timber trade and how they were aided in their application for BS5750 registration by the Timber Research and Development Association (TRADA). Identifies ground rules for successful implementation.
A service guarantee
Authors: Chase R.
Published: May 2006

Describes how Milton Keynes Borough Council has committed itself to the provision of high quality services and is now moving towards its goal of becoming a leader in quality service delivery. Maintains that quality audits are a vital component in their service improvement initiative, with the aim of ensuring that the service meets the needs and expectations of the public. Outlines the development of pilot consumer contracts involving refuse collection and graffiti removal. Looks at the results of a survey of residents′ attitudes towards the council and council services.
Doing it our way
Authors: Miller B.W.
Published: May 2006

Reveals how a Californian local newspaper is using their own Alternative Distribution System (ADS) to guarantee first‐rate delivery of their ′Shoppers′, after becoming dissatisfied with the US Postal Service. Contends that the key to the success of the ADS comes from the employment of ′verifiers′ who evaluate the quality of delivery.
′Win‐win′ opportunity
Authors: Lowenhaupt M.
Published: May 2006

Describes the use of flow chart techniques or ′clinical pathways′ by health care organizations who aim to use TQM to increase patient satisfaction. Acknowledges the fact that measurement of clinical processes is a complex task, involving input from many areas. Gives a case example of continuous improvement in one process of health care, with the result that quality of medical care improved.
Viewpoint Ringing the changes
Authors: Sear AD.
Published: May 2006

Discusses the philosophy of Total Quality Management, which embraces the requirements of the customer and personal business goals in a way that is complementary, cost‐effective and open to constant improvement through realizing employees′ potential.
Firing on all cylinders
Authors: Stewart J. Daniel , Rameli Daniel
Published: May 2006

Outlines the implementation of Total Quality Management at the US Air Force Development Test Centre at Elgin Air Force Base in Florida. Discusses the steps in the implementation process, focusing on management awareness, strategic planning, management implementation and employee training. Details the procedure of cascading the concepts, philosophy, methods and tools of quality management from the top of the organization downwards and relates the timescale necessary to do this.
Keeping tabs
Authors: de Kievit Dick , Finlow‐Bates Terry
Published: May 2006

Describes a well‐tested, simple visual aid for determining where a company stands in its TQM implementation process. Provides an example of the “process‐matrix”, discussing the basic elements for quality in terms of commitment, organization, training, system mapping, projects, quality assurance certification, customers and writing work instructions.
TQM goes to school
Authors: Greenwood Malcolm
Published: May 2006

Discusses how TQM has been included in the new Business Studies syllabus at Bradford Grammar School, and the benefits for both teachers and students. Outlines the components of the London Board A‐Level as opposed to the other two available courses. Details the procedure adopted to use TQM as well as teach it, recognizing that the TQM culture would clash with the prevailing culture of English schools, continuing by describing the culture clash. Examines the practical problems encountered, highlighting student expectations, communication skills sponsor firms, assessment of coursework and preparing for exams. Reviews exam results and the students′ view of the course as the two measures of the success of the course.
The missing link
Authors: Francis Keith
Published: May 2006

Outlines the position of salespeople in the downfall of many TQM programmes. Examines training procedures in sales departments and suggests three reasons for deficiencies which are generally overlooked ‐ an assumption that the sales department already works to ensure that it meets customer expectations; fear revolving around the theory “if it works leave it alone”; the fact that many consultants are out of touch with modern theories about selling. Discusses the implementation of specific training techniques in the internal and external customer area. Suggests that sales and sales management training programmes related to a TQM environment should be specially written for the individual culture.
Viewpoint Role of the change agent
Authors: Diffin Murray
Published: May 2006

Reviews a study carried out over several months on the performance of change agents and change attempts when introducing TQM.
Leading strategically
Authors: Wall Stephen
Published: May 2006

Discusses the role of company leaders in implementing change, stressing their ability to become role models for change, setting the organization on a strong strategic course that is the basis for quality improvement. Outlines the four basic abilities that a strong leader should posses ‐ the ability to create alignment; initiate and manage change; resolve contradictions; and encourage synergy. Suggests that there are four different categories of business, naming them “Fort”, “Eagle”, “Slim Down” and “Circled Wagons”, and implies a deliberate use of a certain range of business strategies in respect of each.
Power of change
Authors: Casley Henry
Published: May 2006

Outlines the policies of Southern Electric in implementing a quality service through a customer‐oriented culture, describing a strategy designed to develop internal and external quality measurements for continuous improvement. Discusses market opportunities, regulation, the City, Southern Electric staff and customers in respect of the company′s quality strategy and identifies five key steps as important for success in this quality strategy. Stresses the importance of setting the scene, building a disciplines framework, developing staff ownership of the culture, initiating customer‐oriented procedures and recording process/measuring success. Suggests that the customer‐oriented culture is a fundamental feature of achieving continuous improvement in service quality in an environment of changing market conditions.
Pursuing the target
Authors: Delsanter Judith
Published: May 2006

Discusses QP4, the TQM programme developed by the US Air Force Logistics Command in the late 1980s, which enabled it to win the President′s Award for Quality in 1991.
Quality commitment
Authors: Davies Paul
Published: May 2006

Reviews the issues of commitment when in the throes of a quality improvement process, concentrating on the way in which the management team can spread enthusiasm to everyone else. Outlines the main “commitment” problems as distractions, impatience and the non‐commitment of others. Suggests that gaining and sustaining commitment involves more than just emotions and attitudes, it must also be understood and planned.
The road runner
Authors: Linsell Mick
Published: May 2006

Discusses the service provided by Parcelforce with particular reference to the changes motivated by the increased customer demand for reliability during the 1980s. Outlines the history of the services and the changes in 1986 when the Separation Strategy was introduced to bring the collection and delivery of parcels increasingly under the control of dedicated managers and staff. Explores the challenges posed by opposition companies and the eight step Quality Improvement Process (QIP). Details the “Customer First” approach, highlighting the scoring system used and the guidance given to help depot managers decide on the appropriate behaviour to adopt. Explains innovation techniques and outlines the aims for the future, suggesting that the need is to feed customer requirements right into the heart of the network operation.
High flyer
Authors: Wells Miller Bettye
Published: May 2006

Discusses the turnaround in the fortunes of Alaska Airlines Inc. the Seattle‐based company which nearly 20 years ago was almost bankrupt and carrying a reputation for unreliability and poor service, and which today is the recipient of the Airline of the Year Award. Outlines the customer care programme of the company, concentrating on three training programmes introduced in recent years ‐ Inflight Customer Service Skills (ICCS) for flight attendants; Reservation Selling Skills for reservation agents; and Customer Service Skills for customer service personnel. Details the Idea for Excellence programme, which is designed to encourage suggestions from employees. Reviews plans for expansion and explores the catering side of the business which continues to put Alaska Airlines ahead of its competitors in excellence.
Managing performance
Authors: Atkinson Philip
Published: May 2006

Discusses cultural change within a leading division of a finance house, which had managed change through turbulent times by emphasizing teamwork. Outlines procedures for managerial change, with particular reference to managing difficult people and poor performers. Explores techniques of setting performance standards.
A knee‐jerk reaction
Authors: Loughran Matt
Published: May 2006

Discusses the initiation of change in response to tighter competition, shorter lead‐times, and increasingly sophisticated customers, concentrating on the creation of a clearly focused and effectively driven process. Details the importance of good data to company leaders in focusing, supporting and maintaining change and in retaining the future.
Image focus
Authors: Kochan Anna
Published: May 2006

Discusses the European Customer Service Survey conducted by 3M, a major European manufacturing company, to provide information on how it could develop and create a reputation as the most customer‐oriented service organization.
It′s a kind of magic
Authors: Wells Miller Bettye
Published: May 2006

Discusses the policies of the Walt Disney Company in respect of its commitment to employee training and recognition. Explores the many ways in which employees (cast members) are made to feel an essential part of the company, particularly in reinforcing the company policy that every day is a show. Outlines the world‐wide training programme, highlighting Disney familiarization classes, Professional Development programmes, Cast Development, Clerical Development, Career Development, Personal/Professional Development, and Computer Software Training. Explores cast priorities as developed in accordance with a list made up by customers and mentions the quarterly Spirit of Disneyland awards, in which any cast member may nominate another who exemplifies the Disney spirit.
People selling perfection
Authors: Scally Mike
Published: May 2006

Discusses the role of top management in providing leadership by example on the road to Total Quality. Explores important themes from executive workshops ‐ how to “model” quality and service in all interactions with employees; how to market the quality and service precept; and how to be visibly involved in the continuous improvement programme. Reviews customer research, training and follow through procedures. Suggests that the completion period of the programme must be overseen by a steering group of key players in the business who will be given specific responsibilities.
A way of life
Authors: Tanner Stephen , Dawson Sarah
Published: May 2006

Outlines the comprehensive training and development programme embarked upon by Prudential Life Administration and designed to raise customer service levels and improve productivity through Total Quality Management. Discusses training techniques and the key deliverables. Suggests that TQM means forever and that the emphasis needs to be placed on the future rather than on the past.
Six sigma
Authors: Delsanter Judith
Published: May 2006

Describes how Motorola has achieved further success through a comprehensive quality programme aimed at re‐educating the total workforce. Explains how the company has learnt that the change in attitudes are a forerunner to Six Sigma quality and success in the global market.
The show must go on
Authors: Butterworth Debra
Published: May 2006

Discusses the training and development programme run by Granada Studios Tour, a UK urban theme park, which had contributed largely to achieving business objectives and gaining a competitive edge. Outlines three specific action points given to the management committee for completion after the introductory seminar. Declares the importance of investment in human resources.
Seeing the light
Authors: Davis Richard , Seddon John
Published: May 2006

Discusses the methods by which to tackle behaviour and performance attitudes in a systematic manner, concentrating on changing management behaviour to make systems work. Examines two basic requirements of training ‐ how to establish the link between behaviour and performance; and how to establish strategy for creating conditions in the organization which will support a new way of doing things.
Power to the people
Authors: Creelman James
Published: May 2006

Explores the methods used by the Central Division of the National Grid Company to educate their employees on the benefits of TQM, thus smoothing the transfer from the public to the private sector.
Pain and change
Authors: Duffin Murray
Published: May 2006

Provides case studies which illustrate constructive and imaginative uses of the “pain” of change, as felt through the implementation of continuous improvement through TQM. Outlines specific cases within an electronics corporation, a components supplier, at corporate management level, and on an assembly plant in an oriental low‐cost assembly country.
Proving the need
Authors: Collins Phillipa
Published: May 2006

Discusses the implementation of cost for quality programmes in non‐manufacturing functions, suggesting their necessity in enabling management to accept the true cost of not getting it right first time. Outlines methods of analyzing work, highlighting prevention, appraisal, internal failure, external failure, exceeding requirements and lost opportunities. Reviews the “no blame” philosophy, and provides examples of internal departmental failures. Explores the process of re‐education. Suggests that no matter how successful a company is, the key to success is to look for a better way of doing business.
Viewpoint Individuals are rarely perfect but sometimes a team can be
Authors: Hillman Peter
Published: May 2006

Discusses the advantages of and necessity for teamwork in a Total Quality Management programme.
Training team leaders
Authors: Myers Karen
Published: May 2006

Outlines the policies of the AA in its training for customer care skills, team leadership abilities and team‐building initiatives. Provides a guide to the implementation of the programme and gives examples of the views of team leaders as to how well the programme was working.
Motivating employees
Authors: Nichol Gillian
Published: May 2006

Outlines the policies of the Canadian Imperial Bank of Commerce in creating an organization in which its 48,000 employees are “customer obsessed”. Discusses participation in service/quality teams, highlighting their structure and practices, leadership and commitment to the scheme, communication and training, measurement and tracking and reward and recognition. Suggests four priority areas which emerge as critical requirements to building a sustained service improvement strategy through teams ‐ ownership, leadership, employee satisfaction and focus.
Risks and rewards
Authors: Wilson Jeanne , George Jill
Published: May 2006

Discusses the creation of self‐directed teams in the service industry in a bid to improve processing time, reduce the number of “hand‐offs” and create more interesting customer‐focused jobs for employees. Explores the definition of a self‐directed team, and reviews service organizations which use them. Questions the merits of system and provides three factors for consideration ‐ interdependence, supportive culture and management skill and willingness. Gives a structure for redesigning service organizations into self‐directed teams, and suggests that, when working efficiently, this system can revolutionize the workplace by providing a faster service for customers and greater job satisfaction for employees.
Trust in teams
Authors: Koch Hugh , Sabugueiro John M.
Published: May 2006

Outlines team development at the Aylesbury Vale Community Health Care NHS Trust, highlighting structure, culture and techniques of QITs, and the bias for action. Suggests that the key to empowerment is showing staff that they have gained the skill, confidence and support from senior management to innovate and change/improve the service.
Hidden services
Authors: Finlow‐Bates Terry
Published: May 2006

Suggests that the basic faith‐driven religion of TQM is not enough, but what is necessary is the back‐up of understanding gained from the TQM equivalent of the theory of evolution. Discusses the shortcomings of three commonly used approaches to setting up and distributing internal services and posits solutions to the problems.
Resisting change
Authors: McManus John
Published: May 2006

Discusses the need to manage a well defined TQM culture in order to ensure the future profits of many corporations. Explores the necessity for commitment to projects and examines the inevitable shift in management style which must accompany a Total Quality programme. Outlines the process of defining the organization′s aspirations, and looks at combating systematic sets of behaviours and beliefs which will stand in the way of change. Provides a guide to how to change the culture, and to applying Total Quality Management, giving a table of the seven principles of TQM
Banking on co‐operation
Authors: Smith Chris , Fargus Peter , Smith Steve
Published: May 2006

Describes how the Co‐operative Bank introduced a Total Quality programme, its achievements, the lessons learnt and the problems encountered.
Word of mouth
Authors: Creelman James
Published: May 2006

Discusses “Welcome Host”, the programme launched by the Wales Tourist Board which aims to provide whole communities with the customer care skills required to deliver service excellence to visiting tourists. Outlines the structure of the programme, highlighting the use of seminars and the key focus of such events. Explains the benefits to both participating companies and the tourist. Suggests that “Welcome Host” is raising the image of quality service in the country.
Viewpoint Behind the facade
Authors: Clutterbuck David
Published: May 2006

Discusses whether or not there is any truth in the quality management myth that people really want to behave in a customer responsive manner, but are prevented from doing so by a mixture of influences such as management style, limits of authority, etc. Reinforces the importance of top management example.
Contribution matters, not status
Authors: Seddon John , Davis Richard
Published: May 2006

Provides a framework for understanding the motivational influences on behaviour and discusses a way forward for reward systems that will encourage behaviour consistent with a quality organization. Explores a shift in thinking away from pay being associated with status towards pay being associated with contribution. Outlines such concepts as merit pay, profit sharing, performance bonus and pay for competence. Suggests that with an understanding of people and work, high levels of effective behaviour can be encouraged by imaginative recognition/pay systems reinforced by the appropriate management style.
Recognizing a fair day′s work
Authors: Robinson Alan
Published: May 2006

Discusses the correct implementation of recognition systems in the light of the delivery of outstanding quality and customer service. Outlines the systems implemented by Hibritech Inc., Moore Business Forms and Chevron UK.
Richer sounds
Authors: Williams Melanie
Published: May 2006

Discusses the philosophy and practice of Richer Sounds plc, a hi‐fi separates company with the highest sales per square foot of any retail outlet in the world, focusing on its motto “provide second‐to‐none service and value‐for‐money for our customers”, and exploring its recognising quality service.
An underground journey
Authors: McManus John , Miles David
Published: May 2006

Describes the approach of London Underground Limited to the implementation of total quality management, highlighting the experience of the company′s information technology department.
The quality brief
Authors: Head Malcolm
Published: May 2006

Explores the UK legal profession and outlines why total quality management is essential to a legal practice′s future. Describes a TQM programme for solicitors and provides case studies of various firms which have already implemented their own systems.
THE PREGNANT EMPLOYEE’S RIGHTS – A GUIDE TO YOUR
LEGAL RIGHTS
Authors: Williams Audrey
Published: May 2006

Employees who become pregnant should be aware of their legal
employment rights. Examines the minima which are currently provided and
the plans to change these rights, through legislation introduced by the
EC. Sets out in particular the time‐limits which must be complied with
and the problems facing employees who find that they are pregnant.
GENDER CULTURES: WOMEN’S CHOICES AND STRATEGIES AT WORK
Authors: Maddock Su , Parkin Di
Published: May 2006

Discusses how equality audits of local authorities reveal identifiable gender cultures, such as the “gentleman′s club”, the “locker room”, the “barrack yard”, the “gender‐blind”, and the “smart macho”. Describes how women and men feel that they and their colleagues have been influenced by these cultures, and how they reinforce persistent stereotypes about “women and work”. Gender cultures affect both men and women′s decisions and behaviour at work. The prevailing gender culture in one department may be different from that in another department in the same authority but most authorities had pockets of all the cultures described. The women managers interviewed recognized the dilemmas and difficulties women face when breaking with traditional norms within a workplace with pre‐ordained gender cultures. Reinforces the view that exclusive work culture is powerful in its negative influence over women′s development and promotion prospects, but that preconceptions and sexual stereotypes about men and women′s roles are still determining many women′s behaviour, their lives and reducing their opportunities.
DEVELOPING AN ORGANIZATIONAL STRATEGY FOR EQUAL
OPPORTUNITIES: A CASE STUDY FROM THE OPEN UNIVERSITY, UK
Authors: Taylor Lee
Published: May 2006

A case study on developing an organizational strategy for equal
opportunities, based on experience of agreeing an action plan at the
Open University, following a major review. Describes the process and
makes seven observations about factors influencing the development and
institutional agreement of such a plan: establishing the framework;
leadership; a well researched plan; “champions” within the
organization; building institutional ownership; resources required and
organizational climate. The model is considered within the overall
framework of equal opportunities in higher education in the UK, and
compared with the research findings and proposals of the Opportunity
2000 campaign. Logs the need for more research on organizational
strategy to ensure successful implementation of equal opportunity
policy.
A Commitment to Change: Safety Management in British
Airways
Authors: MacGregor Callum , Höpfl Heather
Published: May 2006

Provides an account of the changes which have taken place in
British Airways Safety Services since 1990 and comments on the ways in
which a commitment to safety was conceived and interpreted and how
changes in the development and promotion of the safety philosophy and
style of operation of the Safety Services Unit have brought about
significant change. Considers management commitment to safety and the
way this has been illustrated in the development of a decision support
system, BASIS, for the aggregation and analysis of incidents and
accidents. Safety Services in British Airways is committed to: an
appreciation of the wider organizational context and its influence on
safety; finding ways of identifying those aspects of safety systems
which are aspects of emergent processes; promoting a safety‐aware
culture through education; and extending the understanding of safety
awareness beyond data collection systems. Examines the theory and
philosophy of the approach in the context of the day‐to‐day
practicalities of its application.
Optimum Organization for Safety
Authors: Curtis Leon M.
Published: May 2006

Addresses the options for organizing safety functions within a
corporate context and considers their safety and other advantages and
disadvantages. This is a matter of balancing incommensurate advantages
and disadvantages to achieve an approximately optimum organization.
Reviews the historical background briefly. Considers corporate
responsibilities as well as how these are to be allocated within the
corporation. Examines aspects of design and operation, and line
management responsibilities are considered in relation to those of
safety committees and of audit and review.
Issues in Natural Disaster Management: Community Response
to the Threat of Tropical Cyclones in Australia
Authors: Raggatt Peter , Butterworth Eric , Morrissey Shirley
Published: May 2006

Aims to discuss issues relevant to two aspects of research into the
effects of cyclones on the north‐east coast of Queensland: personal
responses to the experience of cyclones; and organizational and
management features of the preparation for, and response to, natural
hazards and disasters. Suggests that an understanding of responses at
both levels is necessary for effective counter‐disaster action.
Post‐traumatic Stress Disorder: A Contrasting View
Authors: Bailey Eric
Published: May 2006

The belief that large‐scale natural disaster can bring severe
stress and deviant behaviour has existed for some time, and incidents
have been described from as far back as the 1800s in America. The
resultant behaviour was categorized, in 1980, as “post‐traumatic
stress disorder” (PTSD). There is a division among those
interested in the psychological consequences of large‐scale disaster.
One school argues that mental health effects are significant and long
term, the other that they are not so much so. Reviews the evidence,
including examples from World War II and the Towyn floods in 1990.
Suggests that two positions may apply: that PTSD exists in conventional
terms, with long‐term psychological effects; or alternatively that,
although there may be psychological effects, the main difficulties are
caused by major disruption to normal life patterns by material effect.
Concludes by suggesting that the second position may hold and that,
consequently, organizations should concern themselves more with
alleviating material effect while ensuring that the mental effect is
minimized. Suggests further research with prompt field studies to
establish the nature of the disorder.
Computing Environment in an Arabian Gulf Country: An Organizational Perspective
Authors: Yavas Ugur , Yasin Mahmoud
Published: May 2006

Examines the computing environment in Saudi Arabia. Studies trichotomy of Saudi organizations. After profiling these organizations, investigating reasons behind their computerization and determining their future computerization plans, the study offers pointers for action to facilitate the computerization process among organizations in this Arabian Gulf country.
Security Officers′ Attitudes to the Use of Shared Logons
Authors: Fink Dieter , Duffy Daniel C.
Published: May 2006

User identifiers/passwords are an integral part of the first line
of defence of a computer system. Ideally, each user should have a unique
logon assigned to him or her but because of work demands, the practice
of sharing logons in user groups is now emerging. A study of security
officers in a large Australian organization examined the security
awareness of these officers and the reasons for, and current management
practices of, shared logons. It was found that work flow efficiency was
more important than access control and that policies for user group
access control are urgently needed.
Neural Networks and Expert Systems: New Horizons in
Business Finance Applications
Authors: Tafti Mohammed H. A. , Nikbakht Ehsan
Published: May 2006

Neural networks and expert systems are two major branches of
artificial intelligence (AI). Their emergence has created the potential
for a new generation of computer‐based applications in the area of
financial decision making. Both systems are used by financial
institutions and corporations for a variety of new applications from
credit scoring to bond rating to detection of credit card fraud. While
both systems belong to the applied field of artificial intelligence,
there are many differences between them which differentiate their
potential capabilities in the field of business. Presents an analysis of
both neural networks and expert systems applications in terms of their
capabilities and weaknesses. Uses examples of financial applications of
expert systems and neural networks to provide a unified context for the
comparison.
A Model for Information Security Management
Authors: von Solms R. , von Solms S.H. , Caelli W.J.
Published: May 2006

Information Security Management consists of various facets, for
example Information Security Policy, Risk Analysis, Risk Management,
Contingency Planning and Disaster Recovery which are all interrelated in
some way. These interrelationships often cause uncertainty and confusion
among top management. Proposes a model for Information Security
Management, called an Information Security Management Model (ISM⊃2)
and puts all the various facts in context. The model consists of five
different levels defined on a security axis. ISM⊃2 introduces the
idea of international security criteria or international security
standards (baselines). The rationale behind these baselines is to enable
information security evaluation according to internationally‐accepted
criteria.
Corporate Security: An Australian Ostrich
Authors: James H. , Coldwell R.A.
Published: May 2006

A recent study of 50 Australian information systems development
environments highlights a continuing lack of corporate security measures
by Australian business organizations. Project managers and developers
are battling the rising surge of computer‐related crime with little
support from their corporate management. This has occurred in spite of
refinements in software development and the subsequent constraints on
access to these systems at a working plane. Outlines, for corporate
management, the results regarding lack of corporate commitment to the
security of information systems in Australia and recommends actions to
rectify the current predicament.
Computer Security as a Liability Control Tool
Authors: Hains David
Published: May 2006

Focuses on the importance of the less spectacular threats related
to information theft. Contains some thoughtprovoking questions which may
indicate a higher degree of risk in your organization than first meets
the eye. A corporate culture that supports information security is
essential to improve the situation.
Information Loss Rarely Recovered
Authors: Newman Tom
Published: May 2006

Highlights the target value of competitor information and in doing
so highlights the need for organizations to understand the need to
protect their own information. Gives practical examples of the risks
caused by ignorance and carelessness.
Risk Analysis: Ten Years On
Authors: Fitzgerald Kevin J.
Published: May 2006

The need for security for the business user is all important these
days especially as the trend is to distribute computing power in the
user environment. Examines risk analysis of information security and its
aim of placing risk exposures into perspective and providing a basis for
comparing the risk exposure with the cost of the solution. Views two
different approaches, qualitative and quantitative, based on the mixed
influences of Dr Jerry FitzGerald′s matrix approach and Bob Courteney′s
approximation scales. Assesses the strengths and weaknesses of the
analysis.
The Interface Between R&D, Marketing, and Marketing
Research in New Product‐Development
Authors: Warren Edward J.
Published: May 2006

Explains that while vast socioeconomic change in today′s
competitive climate mean that there is a greater need for a more unified
approach to new‐product development, relationships among marketing
product management, market research and research and development have
deteriorated significantly in the modern corporate structure. Describes
the various factors related to this problem which make developing
successful new brands even more difficult, continuing with a summary of
an ideal New‐Product Development Programme. Concludes with a summary of
the main points to be gleaned from the suggested programme.
Identifying Negative Products: Do Customers Like to
Purchase Your Products
Authors: Widrick Stanley , Fram Eugene
Published: May 2006

Describes how negative products/services are perceived by consumers
as an unpleasant necessity to avoid or reduce a disutility, the negative
concept being based on the behavioural modification phenomena of
negative reinforcement. Examines empirical data on 14 product categories
associated with negative perception. Suggests a pragmatic method for
marketers to distinguish between negativeand positive products in order
to aid the making of effective strategic and tactical decisions for
promotion, distribution, sales training and pricing.
Commentary: A Perspective on Brands
Authors: Kim Peter
Published: May 2006

Explores the problems facing the advertising industry in the 1980s,
notably the charge that advertising was not effective enough. Compares
advertising with promotion, before discussing the value of brands, the
nature of brands and brand equity. Concludes that the consumer was
rightly placed at the centre of all advertising and marketing efforts by
advertising agencies during the 1980s, and that advertising agencies will
become increasingly “brand‐focused” throughout the 1990s.
Product Positioning: A Comparison of Perceptual Mapping Techniques
Authors: Kohli Chiranjeev S. , Leuthesser Lance
Published: May 2006

Product positioning is a crucial component of competitive marketing
strategy. Perceptual mapping techniques are frequently used to aid
managers in making product positioning decisions. Presents an overview
of perceptual mapping, explains the conceptual foundation, and compares
three widely used techniques – factor analysis, discriminant
analysis, and multidimensional scaling. Highlights differences in these
analytical techniques, with implications for marketing managers.
Company Ownership vs Franchising: Issues and Evidence
Authors: Thompson R.S.
Published: May 2006

Uses comprehensive data on the geographical and industry distribution of company‐owned and franchised outlets in franchise chains to test hypotheses on the ownership fror choice in US state markets. Comfirms the importance of geographical factors, associating company ownership with urbanization and/or higher population densities, an therefore concluding that in these cases monitoring cost are lower. Concludes further that franchising supplement the financing of the chain and is particularly useful in achieving rapid growth.
Freight Transport in a Changing Environment: Implementation of Deregulation
Authors: Van Zyl F.J.
Published: May 2006

Presents the results of a research effort into the effects of
deregulation of freight transport in South Africa from the carriers′
perspective. Describes the major arguments for and against deregulation
as experienced in other countries, and the lessons to be learnt.
Considers the challenges and options facing the South African transport
industry after deregulation.
The Quality Service Mission Statement: Developing a Superior International Customer Service Programme
Authors: Lancioni Richard
Published: May 2006

Motivating workers is an important element in developing a quality
culture in a business firm. This can only be achieved through a
macro‐quality mission statement developed by upper, middle, and lower
management and communicated throughout the organization. Discusses the
“how to” of developing a quality service mission statement
and presents the strategy for using it to improve a firm′s market
position. Provides examples of a successful mission statement and
analyses their formats.
Creating an Effective Logistics Systems Solution: The Role of People
Authors: Gattorna John L.
Published: May 2006

Logistics managers can no longer treat their areas of
responsibility as discrete functions. They need to perform an
integrating role within their own area and within the overall corporate
umbrella. They need to ensure that the responses to market demands are
appropriate. Uses the three levels of flow – base, wave and surge
– as the basis for developing appropriate responses and management
leadership styles. Breaks down the desired culture into nine factors and
describes how they should relate to each flow pattern.
Materials Management in Capital‐intensive Industries
Authors: Mitchelson Martin
Published: May 2006

In capital‐intensive industries, the management of the prime
revenue‐earning capital assets is of critical importance. While much has
been done to improve some key functions, such as maintenance of the
asset, the area of materials management – a critical support
service – is frequently ignored. Defines the scope and impact of
materials management and sets out the key aspects involved in optimizing
performance. Places emphasis on aligning the objectives of
“materials” with overall corporate goals, and examines a
number of internal and external influences (such as people factors,
customer and supplier relationships, systems and technology, market
trends and industry developments) to enable definition of the right
“materials” strategy.
The Shortage of Truck Drivers in Japan
Authors: Ozawa Yukio , Karasawa Yutaka , Moriya Eiichi
Published: May 2006

Japan suffers from a serious labour shortage, particularly in the
carrier industry. Analyses the deviation between the demand and supply
of truck drivers through a forecasting model based on multiple
regression analysis. Proposes the following solutions: establish
co‐operative terminals on a basis of regional economic blocks; design
optimal sites of terminal depots; and promote both modal linkage and
modal shift to arrange infrastructure.
Integrated Logistics Management, Total Cost Analysis and Optimization Modelling
Authors: Shapiro Jeremy F.
Published: May 2006

States that total logistics costs in many companies can be reduced
by as much as 10 per cent as a result of integrated planning, which can
have an enormous impact on a company′s profitability, especially in a
competitive environment characterized by small profit margins.
Integrated logistics planning will see expanded use of optimization
models over the next few years in an attempt to minimize total logistics
costs; many applications will be standardized, such as distribution
centre (DC) locations and will lead to less standardized ones, linking
financial and logistics decision‐making features or marketing and
logistics planning for profit maximization.
Benetton – Global Logistics in Action
Authors: Dapiran Peter
Published: May 2006

Explores the development and operations of Benetton, an
Italian‐based fashion designer and manufacturer. In order to maintain
its fast response time – a necessity to stay a leader in the
highly transient world of international fashion – Benetton has
developed unique relationships and operational processes, and employs
state‐of‐the‐art technology. It still manages, however, to keep
logistics costs contained.
Violations of Intellectual Property Rights: An Examination of Pacific Region Abuses and Responses
Authors: Barton Laurence
Published: May 2006

The systematic stealing of patents, copyright ownership and
industrial secrets remain a complex and costly dilemma for corporate
interests worldwide. Analyses the role which organizations in the
Pacific Region have played, both in the cause and control of these
abuses. Western manufacturers, artists and writers have charged that
interests in Japan, Korea, Singapore and other nations have repeatedly
copied software, musical compositions, patents and other intellectual
products and that government punishment against perpetrators of these
acts has been virtually non‐existent. Further, industrial spying remains
a serious threat to the viability of numerous emerging companies lacking
sophisticated preventive measures. These companies are vulnerable to
legal manoeuvres which have effectively negated any attempt to protect
one′s own creations. Concludes with the identification of typologies of
these violations so that readers can implement strategic, preventive
measures.
Strategic Value Pricing: Its Role in International Business
Authors: Lancioni Richard , Gattorna John L.
Published: May 2006

Describes the major strategies used in setting prices in
international markets. Emphasizes the issue of developing pricing
strategies early in the development phase of new product development and
discusses bundling strategies with the emphasis on adding value to
mature products/services through bundling. Discusses long‐term issues in
international pricing including the development of pricing parity, the
concentration of buying power in international buying groups, and the
increase in retaliatory measures by nations against predatory pricing by
competitiors.
Effective Supplier Alliances and Partnerships
Authors: Wyatt Les
Published: May 2006

What are supplier relationships? Looks at subjective and objective
measures, how we set them up, how to choose partners, whom we should
choose. The potential benefits are synergy, common goals, reduction of
complexity, cost reduction and higher service levels.
The Evolution to Service Response Logistics
Authors: Manrodt Karl B. , Davis Frank W.
Published: May 2006

Traces the evolutionary process leading from traditional supply
chain logistics. This is accomplished by tracing three foundational
concepts – the total cost concept; the systems approach; and the
customer service concept – to assess their influence on service
response logistics. Anticipates continued interest in this area as
organizations seek to structure themselves to be responsive to the
changing needs of their individual customers.
A Triad of Revolutions: 1776
Authors: Mueller Franz H.
Published: May 2006

Seeks to compare and conjoin three separate revolutionary movements
in eighteenth century western society, led respectively by James Watt
– technology, Adam Smith ‐economics and Thomas Jefferson –
politics. Explores a contemporaneous link for all three and even a
social connection in the case of Watt and Smith. Concludes that, though
each strove for the individual freedom associated with his own
particular field, the Three Wise Men of the Occident were joint
champions of the all‐embracing concept of liberty.
Do Value Judgements Affect Testing Economic Theory?
Authors: Beed Clive
Published: May 2006

Analyses the influence of value judgements in the mechanics of
testing econometric theories against empirical data. The orthodox view
of mainstream, positive economics is that value judgements play no part
in the above process. Contests this view; defines value judgements and
shows the orthodox conception to be too narrow, compared with the
meaning and use of the term in other disciplines. Reviews many published
examples from the 1970s and 1980s and ways in which value judgements
have affected testing procedures in economics. Hypothesis testing via
econometric techniques is fraught with value judgements because the
application of statistical methodology is not a determinate, neutral or
objective process.