bluuebunny/crossref_metadata_2025 huggingface dataset:
Advanced sensor technologies replace CMM touch probes
Authors: Cremer Sarah C.
Published: April 2007

Description of current 4DI three dimensional imaging system, a proprietary 3D vision sensing technology available from Intelligent Automation (IA), and introduction to the recently developed, next generation, HiPART (High‐resolution Phase Angle Resolved Triangulation) gauge sensor developed by a consortium in which IA participated. Both are non‐contact electro‐optical systems capable of being applied to a wide realm of inspection possibilities for the metrology industry. The HiPART sensor is one of the key non‐contact measurement technologies developed by potential end‐users of the technology, high‐technology advancement companies, and the US government in a collaborative effort to improve the measurement and inspection processes of manufactured parts. Specifications and benefits of the sensors, and examples of possible uses are outlined, illustrating the advantage that the 4DI and HiPART sensor have over standard coordinate measuring machines (CMMs). These sensors are actively being commercialized by IA, a custom automation and machine vision development company, which is introducing it to the appropriate markets.
A broad beam Doppler speed sensor for automotive applications
Authors: Corbrion Céline , Ditchi Thierry , Holé Stephane , Carreel Eric , Lewiner Jacques
Published: April 2007

On‐board absolute speed sensors would be very useful in automotive applications in order to perform the measurement of the speed independently of the wheel rotation. Narrow beam Doppler sensors give a good accuracy but only operate if there is a reflecting obstacle in the antenna footprint on the road. Broad beam Doppler sensors have the advantage of offering a higher probability of getting a reflected wave, but they require multiple frequencies. A novel sensor is presented. It uses a single frequency emission, which leads to low cost devices. Simulations and measurements have been carried out which show that it is particularly well adapted to high‐risk situations, for instance icy or very wet road surfaces, when only a few reflecting obstacles are present. In such situations, the accuracy of the measurement is typically of the order of 0.5 per cent.
Self‐powered systems: a review of energy sources
Authors: Glynne‐Jones P. , White N.M.
Published: April 2007

A range of self‐power technologies is reviewed. Self‐powered systems are defined as those that operate by harnessing ambient energy present within the environment of the system. As MEMS and smart‐material technologies mature, embedded and remote systems become more attractive. Self‐power offers a potential for solving the difficult problem of supplying energy to these devices.
The UK gas sensor industry
Authors: Bogue Robert
Published: April 2007

Reviews the state of the UK gas sensor industry. Considers the nature and scale of university research and the extent to which this has been exploited by UK gas sensor companies. Discusses the background to many leading UK companies, together with details of a number of recent acquisitions and recently established companies and their technologies. Concludes with a summary of new and emerging market opportunities.
Autonomous current sensing for high voltage systems with auxiliary optical energisation
Authors: Donaldson E.F. , Calton P.A. , Gibson J.R. , Jones G.R. , Pilling N.A. , Taylor B.T.
Published: April 2007

An autonomous sensing system is described for deployment on high voltage power lines and to provide an economical method for monitoring current on such lines. The autonomy is provided by drawing power off the line being monitored via electromagnetic induction to drive the current measuring device and for the transmission of the current data to ground level via an optic fibre link, which provides inherent electrical insulation. When the autonomy of the system is threatened, the system automatically switches to be energised from a laser source at ground control via a second optical fibre link. Test results showing the performance of the system are presented.
Renishaw automate programming and machining to micron accuracy
Authors: Hollingum Jack
Published: April 2007

Renishaw, manufacturers of touch‐trigger probes and other metrology products, has eliminated the use of design drawings. CNC part programs are generated automatically and all CNC milling and turning work is produced on RAMTIC (Renishaw Automated Milling Turning and Inspection Centre), a line of machines operating continuously to tolerances down to 6μm without any post‐process inspection. Mark Buckingham, manufacturing development manager in the Metrology Division, explained the developments to Jack Hollingum.
Application of SpectraScan tunable diode laser instruments to fugitive emissions
Authors: Frish M.B. , Edwards L.J. , McDonnell P.N. , Melnyk J.M.
Published: April 2007

The advantages of lasers over broad‐band light sources for spectroscopic measurements have long been recognized. Laser techniques offer the ability to measure the concentrations of trace species in a gas stream in “real time” with sensitivity and molecular selectivity not possible with broad band spectroscopic techniques. Until recently, the use of laser‐based instruments has been largely limited to laboratory or one‐of‐a‐kind devices. However, the increased availability of solid‐state tunable diode lasers, recent advancements in fiber optic coupling and advanced signal processing have made it possible to develop instruments that offer customers enabling technology at an affordable price. Spectrum Diagnostix has developed a family of tunable diode laser‐based instruments used in a variety of applications including: fugitive release detection of HF and H2S in the refining and petrochemical industries, stack monitoring, and using extractive sample probe, in situ process control. SpectraScan instruments obtain their high sensitivity and chemical selectivity utilizing a technique known as wavelength modulated spectroscopy. Described simply, a near infra‐red diode laser’s wavelength is scanned rapidly and repeatedly through a molecular absorption line. A photodetector senses the instantaneous fraction of emitted laser power that is transmitted through the chemical bearing gas. Measurement of the relative amplitudes of offline to online transmission yields a precise value of the quantity of chemical along the laser beam’s path. The amplitude modulated signals are then detected using established radio receiver and signal processing techniques. The SpectraScan monitors are designed for permanent installation in harsh industrial and petrochemical environments and are approved for Class I, Division 2 hazardous area use. Describes the SpectraScan instruments, their field applications, and reviews operating data compiled from open path measurements of HF in refineries.
Management’s perception of MBA graduates in Malaysia
Authors: Tay Angeline
Published: April 2007

The purpose of MBA education is to provide training in the theory and practice of business management. In Malaysia, several public and private institutions of higher learning offer such programmes. A survey of 112 organizations revealed that 67 per cent had executives with MBA degrees in their employment while the rest cited demand for high salaries and company policy to promote internal staff as two main reasons for not doing so. About 73 per cent said that they had no special preference for graduates from specific business schools. MBAs with good work ethics, sound management and leadership skills as well as critical thinking and analytical abilities, are more likely to be hired. In future, employers expect more MBAs with the ability to understand local, Asian and global business practices.
Perceptions of Faculty and Students towards Case Teaching in
Czechoslovakia
Authors: Marcic Dorothy , Pendergast Carol
Published: April 2007

The use of interactive, case method and other experiential teaching has
a very recent history in the Czech and Slovak educational systems.
Before the “Velvet revolution”, courses were typically taught using
non‐interactive lecturing. Along with the recent introduction of the
free market economy has come a real need for business administration
courses. The Czechoslovak Management Center has attempted to introduce
and foster interactive techniques through direct training and through
pairing western and Czech/Slovak Faculty in the classroom. Experiences
during the first 18 months revealed market resistance to interactive
methods among some local faculty and students. Reviews issues which
impinge on receptivity to interactive teaching on the part of Czech and
Slovak Faculty and students. Identifies lessons learned and makes
recommendations.
The missing link
Authors: Hollis Malcolm
Published: April 2007

Research is being carried out into the performance of surveyors undertaking a Homebuyer Report. The background to that research was published in Hollis and Bright (1999) and in Hollis (1999). This paper is a further sub‐set of that work and deals with the analysis of the methodology of inspection based upon the observed inspections of parts of two buildings. It looks at the observation process of inspection undertaken by a sample of six surveyors. This showed that parts of the exposed interior of the building were not being looked at. The time for the examination of a room was created by tests to set a model against which the inspections could be measured. The conclusion is that the inspection may be only 10 per cent of that anticipated. The method of standard reporting is considered, and the absence of linkage between evidence collected for reporting in various compartments noted. The conclusions in this interim stage in the research suggest that there should be a better documented catalogue of inspection process and that there should be a greater emphasis placed upon the contemplation of the implication of the evidence. The conclusions are based upon a very small sample, and this means that the results may not be conclusive.
Residential squares
Authors: Catt Richard
Published: April 2007

The third part of the “small urban species” series
looks at residential squares. Considers the historical back‐ground of
residential squares, the growth of the urban garden and pleasure
grounds.
The new face of building control
Authors: Wood Alan , McGahey Geraldine
Published: April 2007

Discuss the new face of building control which has led to a new
breed ot building control surveyor. Argues that the focus has become
more centred on the customer in conjunction with the new management
culture. This has also led to an improvement in quality and value for
money.
The facilities management role in new building procurement
Authors: Brown Andrew , Hinks John , Sneddon John
Published: April 2007

The value of the consultant project manager is questionable when the recent track record of project delivery within the UK construction sector is examined. Clearly, a new building which does not adequately satisfy a client’s business needs (in relation to time, cost and quality objectives) is not capable of contributing optimally to a client’s core business function. The business process expertise that the facilities manager should possess, together with the core skills related to managing operational building assets, mean that it is reasonable to suggest that the facilities management role could be extended to include responsibility for project delivery. Some facilities managers are presently undertaking this role. This paper explores this issue, concentrating upon the failure of the project management discipline to perform adequately. A review of literature is presented and a number of case studies are appraised. These are used to contrast the management of project delivery when conducted by the project manager with that conducted by the facilities manager.
Implementation of a property standard index
Authors: Johnston D.R. , McFallan S.L. , Tilley P.A.
Published: April 2007

The property standard index model was implemented as an interactive computer application to provide a decision support tool for the Queensland Department of Housing. The model was developed to assist housing managers evaluate the condition data collected on approximately 55,000 dwellings they manage. The collaborative nature of the project allowed design of the user interface to be consistent with other property information applications concurrently under development for Queensland Department of Housing and resulted in a prototype for a practical and use able decision support tool. This paper outlines the implementation of the model, the user interactions required and the final form of the prototype software.
Computer‐aided building condition survey
Authors: Shiem‐Shin Then Danny
Published: April 2007

Considers the impact of information technology (IT) applications on
one important aspect of property asset management at a strategic level:
the management of information arising from the development of property
registers and building condition appraisal for large estates. Explains
the potential productivity and cost savings which can be achieved from
an IT approach, and appraisal of large estates in the public and private
sectors in the UK. Addresses owners of large property stock faced with
problems of handling vast amounts of building related data, and
advocates an IT database approach. The hardware and software solutions
for the development and management of property databases and strategic
condition appraisals already exist. A clear understanding of their cost
savings potential is less apparent. Aims to heighten this awareness to
property owners and managers of large property estates.
Out of sight, out of mind: the limitations of traditional
information systems planning
Authors: Swartz Ethné , Elliott Dominic , Herbane Brahim
Published: April 2007

Offers a crisis management critique of the information systems and
contingency planning literature and puts forward recommendations for
disaster recovery. The internal and hardware focus of disaster recovery
permits only partial examination of the causes of disasters and seeks to
treat their effects or symptoms rather than to prevent them. Concludes
with a series of recommendations for information systems planners.
Information systems crises should be perceived as the result of an
interaction between a number of internal and external factors.
Preventing information systems crises, therefore, requires attention to
complex system issues.
Risk of outsourcing – applying risk management techniques to
staffing methods
Authors: Downey Jane Marie
Published: April 2007

Advances the idea that many companies are trying not to hire
permanent employees, but instead are hiring temporary workers to reduce
costs. By having temporary workers, however, new risks are assumed in
terms of facility management. Analyses employee leasing, contracting,
temporary agencies, consultants and professional services, and explains
the need to hold harmless agreements for vendors and workers.
Knowledge‐based FM: managing performance at the workplace interface
Authors: Carder Paul
Published: April 2007

Argues that the majority of facilities managers are not supported
adequately in their roles of analyst, adviser and educator. The new
breed of facilities manager who works at the interface between an
organization′s core and its workplace infrastructure needs a new form of
performance knowledge. Organizations which can provide this will have a
competitive advantage over those which cannot.
Fire protection ‐ adapting to changes in EU standards in the UK
Authors: Donovan Suzanne
Published: April 2007

The European Union is currently undergoing a programme of new legislation relating to health and safety. Changes in fire safety legislation and standards, though much publicised by many of the leading companies in the fire protection industry, are still causing widespread confusion. Among the issues that the changes are raising is the speed with which the new legislation and standards have to be implemented and the costs involved in effecting a radical and immediate changeover to new standard equipment.
Sustainable development in the practice of building resources renovation
Authors: Sobotka A. , Wyatt D.P.
Published: April 2007

The paper consists of two parts: the first contains an introduction to building technology of what is known as “sustainable development”, and the second part seeks to apply the principles of the “sustainable development” to renovation of large‐sized element buildings.
Girrrl power and boyyy nature: the past, present, and paradisal future of consumer gender identity
Authors: Kacen Jacqueline J.
Published: April 2007

The new, Spice Girl‐less millennium, “offers an opportunity to wipe the slate clean, to abandon concepts, models and formulations once thought liberatory now considered incarceratory; to start afresh on the other side of the year 2000”. Foremost among the concepts to be updated is gender identity. In a postmodern society, traditional notions of femininity and masculinity come across as antiquated and illusory. The consumption ethic has deconstructed the historical male‐female mind‐body producer‐consumer dichotomy and made identity construction a consuming pastime. It has also turned gender into a pastiche of possibilities. Yet in the utopian cyber future that awaits us, what will become of gender identity? In the ethereality of the Internet, where existence is ephemeral, is gender identity a meaningful and necessary concept? This paper reviews the historical (modern) significance of gender identity to marketing, explores the postmodern consumer condition, and prophesies a paradisal vision of gender identity in the consumer society to come.
The information‐risk conundrum
Authors: Ritchie Bob , Brindley Clare
Published: April 2007

Information technologies have been deliberately targeted towards enhancing database access, analytical powers and the communications capacity of marketers. The justification for these efforts has been based on the premise that more and better quality information will result in reduced uncertainty and improved risk perceptions in decision situations. This premiss is examined in the context of decision maker behaviour, drawing on empirical research involving 50 managers undertaking strategic analysis and decisions. The research methodology employed a computer‐based simulation of a strategic decision situation, enabling the managers to access structured information databases to support their decision making. Concludes that the initial perceptions of uncertainty and risk relating to the decisions faced are unlikely to be modified irrespective of the quantity or quality of the information transmitted and processed by the decision maker. The evidence suggests that the decision maker may also construct their decision‐taking behaviour to constrain the opportunity for new information to alter the initial perceptions and choices made.
Managing cable TV commercial inventories via program promotion
Authors: Aiyer Jagu , Rajgopal Jayant
Published: April 2007

Advertising revenues are the primary source of income for cable television networks and the survival of a network strongly depends on the efficient management of its commercial inventory. Networks enter into advertising contracts that promise delivery of a certain number of impressions with specified demographic characteristics. However, the actual delivery of impressions is stochastic, and there is currently no systematic process to dynamically monitor and administer these contracts. This paper presents a model framework to manage this process through the efficient use of program promotions. Elements of the model are illustrated with data abstracted from an actual cable television network.
A measure of retail service quality
Authors: Siu Noel Y.M. , Tak‐Hing Cheung Jeff
Published: April 2007

Current measures of service quality for retail stores are scarce. A validated Retail Service Quality Scale is used to study the service quality delivery of a department store chain and its impact on consumption behaviour. It results in six dimensions; they are namely: personal interaction; policy; physical appearance; promises; problem solving; and convenience. The findings show that the impact of physical appearance and the policy are salient on the overall perceived service quality and the future shopping behaviour respectively. Among the six service dimensions, the physical appearance and policy have the greatest impact on the overall service quality and on future consumption respectively. The implications for practitioners and researchers are discussed.
Selecting international modes of entry and expansion
Authors: Osland Gregory E. , Taylor Charles R. , Zou Shaoming
Published: April 2007

Selecting a mode for entering or expanding in a foreign market is a crucial strategic decision for an international firm. This article identifies and compares the most influential factors that affect the international modes of entry and expansion decisions of US and Japanese firms. Using mail surveys, this is one of the first studies on this subject to collect data from top executives in both Japan and the USA. Findings reveal that the Japanese are particularly sensitive to external risk and other target market factors. For Americans, company factors, such as international experience, appear to be most important when selecting modes of entry. Joint ventures may be more appropriate for internationally‐experienced firms, than for inexperienced companies.
Using analytic hierarchy process to analyze the information technology outsourcing decision
Authors: Udo Godwin G.
Published: April 2007

Due to the strategic importance of IT, there exists an undeniable need for a systematic analysis before deciding whether or not a particular IT function should be outsourced. A study that provides a systematic analysis for evaluating components of the company’s IT for outsourcing may be useful to practitioners. In this paper, analytic hierarchy process (AHP) is proposed as a suitable technique for analyzing information systems outsourcing decision. An IT outsourcing case is used to demonstrate the usefulness of the proposed approach. Expert Choice is used to implement the AHP. In the case example, managing IT by the IT department seems to be the best option followed by managing it through an outsourcer. Managing IT by the end users is the least preferred technique in this particular example.
A value chain perspective of internet practices, e‐readiness and organizational performance
Authors: Koh Chang E. , “Ted” Nam Kyungdoo , Prybutok Victor R. , Lee Seogjun
Published: April 2007

Purpose

The internet has become a ubiquitous technology for business and it possesses the potential to make the concept of value chain into a more attainable reality. The purpose of this paper is to conjecture that the way the internet is utilized and the extent to which the internet impacts business performance vary from country to country. The paper aims to compare two countries regarding the pattern of internet utilization, the impact of the internet on organizational performance, and the readiness for the internet from the value chain perspective.

Design/methodology/approach

A survey study was conducted with CIOs and IS directors in the USA and South Korea. A research instrument was developed by adopting and revising two existing instruments on IT value chain and on business internet practices.

Findings

The findings suggest that the two countries are more similar in the way they utilize the internet than anticipated despite discernable differences observed in some areas of internet utilization. The study also provides an empirical evidence for the connection between the organization's readiness for the internet and the impact of the internet on organizational performance.

Research limitations/implications

Varying sampling and data collection processes between the two countries may have introduced unintended bias to the study.

Practical implications

The findings of the study provide empirical evidence that the internet has become a truly global business tool that makes the concept of value chain an achievable reality.

Originality/value

This comparative study makes a unique contribution for both academicians and practitioners to gain a better understanding how the internet is adopted and utilized in different countries and to chart a course to capitalize on the technology from a value chain perspective.
Intranets ‐ just another bandwagon?
Authors: Lynch Gary
Published: April 2007

Defines intranet, outlining the differences between the Internet and an intranet. Examines the benefits an intranet can bring, outlining the arguments for and against its value in organizations. Concludes by outlining some of the problems of implementing an intranet and making some forecasts on the future of intranets.
Cutting your cloth
Authors: Monk Clare
Published: April 2007

Looks at how Pacific tailored a new client/server‐based capacity planning system to enable Courtaulds Clothing to meet demand in the competitive fashion marketplace. Considers two applications: detailed capacity planning (DCP) and ease‐of‐use (EOU), which went live at the company in May 1996, and reports on their success.
Copyright and Electronic Document Delivery Services
Authors: Bernt Hugenholtz P.
Published: April 2007

Based on a background study prepared by the Institute for Information
Law at the University of Amsterdam for the European Commission, DG
XIII‐E/3, Luxemburg. The rapid growth of electronic document delivery
services has created a number of complex copyright related problems. Are
abstracts and bibliographical data protected? Are electronic storage,
transmission and delivery‐on‐demand restricted acts? Do existing
copyright limitations (library privileges, reprographic exemptions)
apply in a digital environment? These and other copyright related issues
are discussed from a primarily European perspective. In conclusion, some
legislative and contractual solutions are discussed: European
harmonization of copyright exemptions, statutory licensing, collective
administration of rights, collective licensing, direct licensing.
The North American interlibrary loan and document delivery project: improving ILL/DD services
Authors: Jackson Mary E.
Published: April 2007

Describes the goals and background of the North American Interlibrary Loan and Document Delivery (NAILDD) Project. Summarizes current ILL/DD pressures and trends in North American libraries. Details the Project’s three technical priorities, including the work of the ILL protocol implementors group. Also highlights related ARL initiatives in interlibrary loan and document delivery.
Identification of damage in beam and plate structures using parameter‐dependent frequency changes
Authors: Dems K. , Mróz Z.
Published: April 2007

Damage of a structure affects its stiffness properties and induces a shift in the free frequency spectrum. In the paper, an additional parameter is introduced, such as concentrated elastic or rigid support and mass. The evolution of natural frequencies is analyzed for varying parameter values with respect to damage location. This frequency variation is used in assessing the location and magnitude of damage by introducing the damage indices or by solving the identification problem requiring the minimization of the parameter dependent distance functional. The first part of the paper is concerned with the sensitivity analysis of damage indices with respect to support or mass location. The second part deals with the identification problem for which the specific examples are treated.
Towards an efficient meshless computational technique: the method of finite spheres
Authors: De Suvranu , Bathe Klaus‐Jürgen
Published: April 2007

Computational efficiency and reliability are clearly the most important requirements for the success of a meshless numerical technique. While the basic ideas of meshless techniques are simple and well understood, an effective meshless method is very difficult to develop. The efficiency depends on the proper choice of the interpolation scheme, numerical integration procedures and techniques of imposing the boundary conditions. These issues in the context of the method of finite spheres are discussed.
The role of national culture in international marketing research
Authors: Steenkamp Jan‐Benedict E. M.
Published: April 2007

Reviews and discusses the role of national culture in international marketing research. Special emphasis is given to national cultural frameworks. The two main national cultural frameworks – the Hofstede and the Schwartz – are discussed. Their interrelations are examined and four comprehensive national‐cultural dimensions are derived – autonomy versus collectivism, egalitarianism versus hierarchy, mastery versus nurturance, and uncertainty avoidance. The usefulness of national culture as an analytical basis in international marketing research is discussed and the construct of national culture is placed in the context of layers of culture, ranging from global cultures to micro cultures. Acculturation processes to other national cultures and antecedents of national culture are examined. The paper ends with concluding remarks and suggestions for future research.
Culture, personality and morality
Authors: Rawwas Mohammed Y.A.
Published: April 2007

With business becoming more international, marketers need to understand the ethical beliefs of foreign consumers because of their effect on the outcomes of market expansion strategies. The ethical judgments of US consumers have been examined, but few studies have investigated similar attitudes in foreign‐national settings. To understand the various types of consumer ethics, this exploratory study classifies ethical beliefs by linking Hofstede’s cultural taxonomy to personality and ethics. This classification is achieved by comparing ethical judgments of consumers from eight different countries the USA, Ireland, Austria, Egypt, Lebanon, Hong Kong, Indonesia, and Australia. Labels for the emergent cultural personality types are also developed. Strategic implications for marketers are then discussed.
An expanded price/brand effect model ‐ A demonstration of heterogeneity in global consumption
Authors: Maxwell Sarah
Published: April 2007

In this study, the homogeneity versus heterogeneity of global consumption is tested in a cross‐cultural price/brand effect model. Middle‐class consumers in two countries are compared: the USA, an established consumer society, and India, a recently developing consumer society. Focus groups demonstrate the tremendous importance of brands in India, but survey data suggest that, compared to Americans, Indians actually have a lower perception of brand quality. They need to be convinced of standardized quality. Indians are, in addition, more positive than Americans about economizing. This implies that they feel guilty about consumption. These differences between Americans and Indians influence how price and brand affect their different purchase decisions: the Indian is a much tougher consumer to whom to sell. The results suggest that consumption, while it is becoming global, is still heterogeneous. It is being interpreted and implemented differently in different cultures.
Comment on the Evolution of Distribution Systems: A Reply
Authors: Mueller R.D. , Baron P.J.
Published: April 2007

Contends in reply that Savitt has misconstrued the marketing focus with
the total distribution framework of the original article. Disagrees with
Savitt′s contention that there is coherent literature on distribution,
claiming that studies tend to be discipline‐oriented and therefore
piecemeal, rather than being concerned with system efficiency as such.
Maintains that a variety of current initiatives, as well as historical
factors, will propel the Hungarian distribution system towards a
convergence with the more efficient models of the Western system, and
argues that Savitt′s emphasis on Skala Trade and Centrum creates a
distorted picture of Hungary′s retail sector because they are
unrepresentative of Eastern European food retailers.
Think local, organize…?
Authors: Theuerkauf Ingo , Ernst David , Mahini Amir
Published: April 2007

Looks at a recent survey of leading US consumer companies, which highlights the gap between the international goals that top managers espouse and the organizational approaches they choose in pursuing them. Shows that, while success in global markets is an aspiration many share, creating the conditions for success cannot be reduced to a simple formula. In fact, some of the factors conventionally associated with success are found with equal frequency in both successful and less successful companies. Sheds light on organizational features that do distinguish internationally successful companies ‐ and others that simply fail to make the vital difference.
Integrating employee, customer and shareholder value through an enterprise performance model: an opportunity for financial services
Authors: Payne Adrian , Holt Sue , Frow Pennie
Published: April 2007

The concept of value in relationship marketing is a theme of increasing interest. This paper examines the concepts of employee value, customer value and shareholder value and the linkages between them. It reviews research on the service‐profit chain framework and other related models and then discusses the extent to which linkage models or enterprise performance models, which integrate these components of value, have been adopted by organisations. An example is used to illustrate the adoption and use of an enterprise performance model. Implications for the retail financial services sector are considered.
Service failures and recovery in retail banking: the customers’ perspective
Authors: Lewis Barbara R. , Spyrakopoulos Sotiris
Published: April 2007

Focuses on an empirical investigation of service failures and service recovery in retail banking. Different types of failures, and the recovery strategies used by Greek banks to respond to them, were identified using the critical incident technique. A survey questionnaire was then developed to measure customers’ perceptions of the magnitude of service failures and the effectiveness of service recovery strategies. A number of research hypotheses were tested relating to customers’ evaluations of particular banking failures and recovery strategies, their previous experience of failures, demographic variables, and relationships with their banks. Service failures were found to be of varying importance and different service recovery strategies more effective for particular failures; further, customers with long relationships or high deposits with their banks were more demanding with respect to service recovery.
Structure, commitment and strategic action for Asian transitional nations’ financial systems in crisis
Authors: Ardrey William J. , Pecotich Anthony J. , Ungar Esta
Published: April 2007

The Asian financial crisis has not only reduced foreign investment in the transition economies of South‐east Asia, but has also impacted on the domestic financial structure with associated implications for strategy and marketing. Despite reform, the formal, state‐dominated banking systems continue to struggle, particularly with competition from the traditional informal financial institutions such as moneylenders, gold dealers and credit circles, a form of competition which is probably much less significant in Western economies. In this context, understanding and explaining consumer savings decisions can most usefully be developed by using ideas from its commitment construct. Implications for marketing and promotional strategies are offered, which include recommendations for strategic alliances with local organisations where consumer commitment already exists.
Service elimination decision making: preliminary empirical evidence from the UK financial services sector
Authors: Argouslidis Paraskevas C. , McLean Fiona
Published: April 2007

Reports on part of the findings of a broader exploratory investigation into the service elimination decision making behaviour in the UK financial services sector. The issues tackled in this paper are: the degree of planning for the service elimination decision‐making process; the formality of service elimination procedures; the place of service elimination within the broader range of service range management activities; and the relative importance of the process of service elimination compared to the process of new service development (NSD). The empirical evidence from 20 in‐depth interviews with marketing directors and managers suggests that UK financial institutions: do not always follow a planned service elimination decision‐making process; have largely informal service elimination procedures; tend to see service elimination activities as ad hoc rather than as a part of service range management activities; and favour the process of NSD considerably more than the process of service elimination. Concludes by discussing the theoretical and practical implications of the findings and by suggesting future research directions.
Prerequisites for the implementation of the SMED methodology
Authors: Moxham Claire , Greatbanks Richard
Published: April 2007

Discusses the practical application of the single minute exchange of die (SMED) within a textile processing operation. First, the operational environment is presented, and the SMED application is considered against a changing business requirement. The current approaches to SMED are then discussed within the context of traditional textile manufacture. The prerequisite requirements for successful SMED application, defined in this paper as SMED‐ZERO, are then presented and discussed. Concludes by suggesting that all of the SMED‐ZERO attributes must be in place before the traditional SMED techniques can be applied successfully.
Intelligent approach to determining optimal burn‐in time and cost for electronic products
Authors: Su Chao‐Ton , Wu Cheng‐Lin
Published: April 2007

Burn‐in is an engineering method extensively used to screen out infant mortality failure defects. Previous studies have attempted to determine the optimum burn‐in time and cost for a device or a system. However, for the mathematical model, many assumptions are inappropriate due to practical concerns, and for the cost model, the required costs are difficult to find. How to effectively determine the optimal burn‐in time and cost has perplexed manufacturers for quite some time. In the actual manufacturing process, a new electronic product is always extended from an old product, called the base product. By adopting the relationship between new product and base product, this study presents a neural network‐based approach to determine the optimal burn‐in time and cost without any assumptions. A case study of the production of a switch mode rectifier demonstrates the effectiveness of the proposed approach.
Performance excellence: a QFD approach
Authors: Walden Jim
Published: April 2007

Boeing Airlift and Tanker Programs (A&T) uses the criteria for performance excellence as its road‐map to business excellence. This study employs a house of quality to facilitate a detailed, quantitative analysis of how well the various strategic thrusts and initiatives at A&T address the individual items within the criteria. This unique application of Quality Function Deployment (QFD) will demonstrate applicability to the design and development of a large organization.
Service Quality: The Gap in the Australian Consulting Engineering
Industry
Authors: Samson Danny , Parker Rod
Published: April 2007

Service quality is generally considered to be an intangible and as such,
it has received relatively little serious attention from managers and,
until recently, researchers have not conducted rigorous studies in this
field. Involves a detailed empirical analysis of service quality issues.
The survey frame was a model of the gaps between service expectations
and perceptions of services as delivered. “Service quality” was
decomposed into a set of key attributes and gaps were identified which
become a useful basis for considering how to focus service improvement
initiatives.
Ethical belief and behavior of managers using information technology for decision making in Hong Kong
Authors: Chow Wing S.
Published: April 2007

Examines the standards of ethical belief and ethical behavior of managers using information technology for decision making in Hong Kong. Proposes that a way of maintaining higher standards of ethics in IT practice is by adopting codes of conduct. Uses the seven ethical codes of the Institute for Certification of Computer Professionals (ICCP) as the measurement tool. These seven codes are accountability, conflict of interest, disclosure, integrity, personal conduct, protection of privacy, and social responsibility. Presents the results of a questionnaire survey of managers belonging to an IT Management Club of a computer society in Hong Kong. Concludes that the seven codes are adequate indicators for measuring ethical standards for managers.
Perceived value of mandatory audits of small companies
Authors: Chung Shifei , Narasimhan Ramesh
Published: April 2007

As a territory of the UK (until 1 July 1997), Hong Kong followed the UK accounting and auditing standards quite closely, in most cases mirroring the requirements. However, there was a departure regarding the elimination of the statutory audit of small private companies in the UK in 1994, but this was not followed in Hong Kong. An audit is not required for small private companies in the USA either. This study evaluates the perceived value of the small companies’ audit in the opinion of two interest groups that are most affected by this requirement: small private limited companies and small audit firms. Results indicate that both groups of respondents consider the audit to be a valuable experience. While this result is not unexpected from the partners/proprietors of small audit firms, who benefit most from the mandatory audit requirement, it is a surprise from the small companies’ perspective.
Post‐completion audits: avoiding the pitfalls
Authors: Neale Charles W.
Published: April 2007

Investment project post‐completion auditing (PCA) is capable of
yielding significant benefits to firms wishing to tighten the control of
existing projects and also to improve their decision‐making and planning
procedures. An increasing proportion of large companies now operates
post‐audits in pursuit of these benefits. However, adoption and
implementation of PCAs is not problem‐free. Among the likely drawbacks
is the possibility of deterring staff from advancing proposals for new
investment. However, evidence from an empirical study shows that there
appears to be no significant relationship between adoption of PCA and
level of investment expenditure, in either absolute terms or when
adjusted for disposals or size of firm. This suggests that some of the
difficulties typically associated with PCAs may be overstated. Concludes
with a survey of the issues which would‐be adopters of PCAs should
address and offers a checklist of action points designed to lubricate
the introduction of PCAs.
The influence of the German Federal Court of Audit (FCA) on policy
decisions
Authors: Czasche‐Meseke Hedda
Published: April 2007

Provides a response to a 1994 article in a Berlin daily newspaper
reprimanding the German Federal Court of Audit (FCA) for allegedly
exceeding its powers, since it is not a policy‐making body. Sets out to
explain how the FCA, in spite of its obligations to exercise
self‐restraint in matters of policy, may influence policy decisions.
Cites the FCA′s reports on the Eurofighter 2000 and on the new
Parliament building in Bonn as examples. Describes the FCA′s role in
relation to Parliament and Government and explains its involvement in
budget negotiations. Provides specific examples of matters in which the
FCA has had an advisory role.
Coping with one’s boss: showing loyalty to your boss
Authors: Knippen Jay T. , Thad B. Green Jay
Published: April 2007

Argues that very few people know how to show loyalty to their boss in the workplace, yet loyalty is often valued more highly than performance. Sets out basic steps on how to show loyalty and uses brief conversations as an example.
Diary of a control freak: the manager’s guide to internal control
Authors: Spencer Pickett K.H.
Published: April 2007

Using the backdrop of an (apparently) extended visit to the West Indies, analogies with key concerns of internal audit are drawn. An unusual and refreshing way of exploring the main themes ‐ a discussion between Bill and Jack on tour in the islands ‐ forms the debate. Explores the concepts of control, necessary procedures, fraud and corruption, supporting systems, creativity and chaos, and building a corporate control facility.
Stories that SELL, stories that TELL
Authors: Kaufman Barbara
Published: April 2007

Investigates the place that storytelling has in company communications, and states that storytelling has a wide and varied range of applications. Gives various organizations’ views on where storytelling adds value and how leaders can use this better to develop their organizations in this global world. Sums up that bonds thus created provided better returns on both personal and organizational levels.
Surviving and thriving when your customers contract
Authors: Kaplan Nancy J.
Published: April 2007

Acknowledges how the telecoms industry has suffered a long slump and that there have been a number of high‐flying casualties. Contends there are three key strategic thrusts, which increase the likelihood of success: streamline for flexibility; focus to dominate; and expand to adjacent markets. Uses figures and a table to expound on the theme. Concludes that streamlining, focusing and expanding through adjacent markets is proving to be a successful strategic model for companies.
Finding hidden profits
Authors: Maceda Manny , Corbett Alistair , Altman Vernon
Published: April 2007

Examines the strategies of 30 companies that managed to substantially improve margins, and notes that some are achieving remarkable results. Looks at three companies which looked beyond internal cost cuts and found dramatic profit improvements and these were: Starbucks, Kroger and Nexfar. These are recommended as they have dug deeper for today’s “hidden” treasure, which has improved long‐term business prospects.
An accurate method for measuring the dielectric constant of printed wiring board materials
Authors: Paulter N.G.
Published: April 2007

A new time‐domain reflectometry measurement method is described that provides accurate measurements of the average high‐frequency (0.1GHz ‐ 10GHz) dielectric constant of printed wiring board materials and is suitable for “factory floor” use. A parallel‐plate transmission line is used for the sample geometry. Only simple numerical processes are required to extract the characteristic impedance and dielectric constant of the sample from the acquired data. The long‐term measurement reproducibility and short‐term measurement repeatability of the method are described.
Tenting: cost‐effective fabrication of high‐density PWBs for the year 2000 and beyond
Authors: Raine John
Published: April 2007

The objective of this paper is to highlight the advantages of tenting as a process worthy of meeting the current and future challenges of the PWB industry. A further refinement of the tenting process will also be described, which enables “mini‐land” tenting to be accomplished, and also makes the standard tenting process less sensitive to misregistration.