SERVICE VALUE NETWORKS： VALUE, PERFORMANCE AND STRATEGY FOR THE SERVICES INDUSTRY

1. Introduction The services industry provides services notgoods (Hughes and Mitchell et al., 1993). Thisindustry is moving towards globalization(Kathawala and Abdou, 2003). In 1870 theservice sector employed slightly more than 20%of the U.S.…     

Competency-Based Model Through It: An Action Research Project

Competency-based management is a strategic approach for Human Resources Management and organizational change. Additionally, in business environment, information technologies competencies are a significant factor to organizational success (Bharadwaj, MIS Q 24(1):169–196, 2006). However the implementation of a model of competency-based management in business environment is difficult and complex (Lawler, J Organ Behav 15(1):3–15, 1993). In this context, Information systems are a suitable tool to manage individual and organizational knowledge (Alavi and Leidner, MIS Q 25(1):107–136, 2001; Bowman, Inf Syst Manag 19(3):32–40, 2002). This paper introduces a dynamic approach to a competency-based model through IT. We validate such approach through an action research project in RTVE, the largest company and reference public corporation of radio and television in Spain. The action research process in this organization is presented, and the findings highlight the potential benefits of the proposed model, and may be used in facilitating organizational change.     

MULTILATERAL COMPARISON ON CHINESE MANUFACTURING＇S INTERNATIONAL COMPETITIVENESS

This paper analyses Chinese manufacturing performance from a multilateral perspective in 1980–2004. The PPPs, relative price levels, labor productivity and ULCs in multilateral comparison are used to explore Chinese manufacturing competitiveness. The PPPs are based on the benchmark year 1997. These results are compared to the previous estimates based on the 1987 benchmark. The findings are as follows: the PPPs derived by the different approaches in the base year 1997 in Chinese manufacturing are approximately 3.7 yuan/international $. Since the middle 1980s, China’s relative price level has been the lowest among all five countries and declined during the period of time. Its ULC has also been declining with some fluctuation. In the 1980s, there was “no catch-up rapid growth” in its labor productivity. However, after 1992, a beginning has been made with catch up distinctly, though from a very low level. This work was supported by the National Natural Science Foundation of China under Grant 70173029, 70571004 and 70531010. Ruoen Ren Professor of School of Economics & Management in Beihang University received Ph.D. in Economics in Renmin University of China in 1987. As one who enjoys the Government Special Allowance, he specializes in the study of international competitiveness, macroeconomics analysis, input-output table research, and credit risk management etc. His primary academic achievements are as follows: ICP in China, ICOP in China, KLEMS in China, Credit risk management in China commercial bank. In addition to his teaching and research at school, he is a chief economist in China Development Bank, a member in Science & Technical committee in Ministry of Education, and an executive director in China’s Input-output Association, etc. Haitao Zheng Doctorial candidate of School of Economics & Management in Beihang University, majors in the study on international competitiveness and insurance actuary. Meanwhile, he is an Associate of Society of Chinese Actuary.     

Motivations of Chinese outward direct investment: The sector perspective

From the sector perspective of mining,manufacturing and services,the motivations of Chinese outward direct investment(further ODI)are discussed during the period from 2001 to 2012,acknowledging different host countries and firms’ownership structures.The estimated results justify that the location determinants of Chinese ODI differ between sectors,which implies the motivation behind such investment may vary.As expected,resource-seeking is the most important motivation for Chinese ODI in mining sector;market-and strategic asset-seeking motivations are possessed by both manufacturing and services sectors.The probability of the host country receiving Chinese FDI,as well as high FDI openness and frequent bilateral trade with China is favorable for doing business.Results also suggest that the factors increasing the probability of a country being chosen as a location for Chinese ODI vary between different host countries,as do different ownership structures.     

汇率与公司利润

汇率的一个重要职能就是价格转换功能,它是形成各种相对价格的基础。汇率变化会通过相对价格的变化而对一个国家的贸易收支状况和公司的价值,利润及其它的财务指标产生较大的影响。本文将探讨汇率变化对进出口企业利润产生的影响。在假定生产厂商追求利润最大化目标的前提下,作者得出了如下的结果：１）对于纯出口型企业,公司利润对汇率的弹性为国外对公司出口产品的需求弹性;２）对于纯进口型企业,公司利润对汇率的弹性为公司进口产品的需求弹性;３）对于进出口型企业,公司利润对汇率的弹性为０,即汇率变化对该类公司利润不产生影响。最后,作者提供了测算进,出口企业利润对汇率弹性的一般方法。     

Performance Management for Social Enterprises

All organisations face the challenge of how to assess performance beyond current financial metrics. These challenges are felt especially strongly by social enterprises, organisations that use business methods to achieve social goals. Social enterprises need to evidence superior social outcomes, are normally accountable to a complex range of stakeholders and yet are often rated low to medium in terms of organisational capacity—thus whilst they have a great need for rounded measurement, they may in practice lack the ability to make use of the different approaches on offer. This paper examines the current and potential use of the conventional Balanced Scorecard model, by social enterprises. The Adventure Capital Fund provides case study evidence of extensive use of a modified Scorecard. The model used is dynamic, combining reflection on the organisation’s current position, ‘near term’ and long term issues. It aims to take a holistic and coherent view of the management of social enterprises. Experience to date suggests that the medium term snapshot provided by the Scorecard is the most valuable, allowing organisations and especially boards and senior executives to keep a ‘strategic grip’ in a period of rapid change and focus on those actions that have best chance of changing performance in the round.     

A calculus for services innovation

Innovation in the services area - especially in the electronic services （e-services） domain - can be systematically developed by first considering the strategic drivers and foci, then the tactical principles and enablers, and finally the operational decision attributes, all of which constitute a process or calculus of services innovation. More specifically, there are four customer drivers （i.e., collaboration, customization, integration and adaptation）, three business foci （i.e., creation-focused, solution-focused and competition-focused）, six business principles （i.e., reconstruct market boundaries, focus on the big picture not numbers, reach beyond existing demand, get strategic sequence right, overcome organizational hurdles and build execution into strategy）, eight technical enablers （i.e., software algorithms, automation, telecommunication, collaboration, standardization, customization, organization, and globalization）, and six attributes of decision informatics （i.e., decision-driven, information-based, real-time, continuously-adaptive, customer-centric and computationally-intensive）. It should be noted that the four customer drivers are all directed at empowering the individual - that is, at recognizing that the individual can, respectively, contribute in a collaborative situation, receive customized or personalized attention, access an integrated system or process, and obtain adaptive real-time or just-in-time input. The developed process or calculus serves to identify the potential white spaces or blue oceans for innovation. In addition to expanding on current innovations in services and related experiences, white spaces are identified for possible future innovations; they include those that can mitigate the unforeseen consequences or abuses of earlier innovations, safeguard our rights to privacy, protect us from the always-on, interconnected world, provide us with an authoritative search engine, and generate a GDP metric that can adequately measure the growing knowledge economy,     

SUPPORTING SALESPERSONS＇ CRM EFFORTS THROUGH LOCATION-BASED MOBILE SUPPORT SYSTEMS

This paper aims at assessing how location-based mobile support systems can support salespersons‘ CRM efforts when they are operating within a highly mobile work environment. After briefly discussing the state-of-the-art issues associated with mobile location technologies, the paper conceptualizes key dimensions for location-based mobile support systems. The paper then discusses the dual role of salespersons in CRM. A fourth section suggests a categorization of salespersons‘ CRM tasks based on both properties of location-based mobile support and the areas of salespersons‘ CRM-related tasks that may be affected by mobile location technologies. Finally, the paper suggests potential mobile location services and applications that can help salespersons perform effectively their everyday CRM tasks and link such applications to the determinant of salespersons““ performance. The paper concludes with a discussion of some critical issues and suggests areas for further research.     

Implementing and Evaluating Performance Measurement Initiative in Public Leisure Facilities: An Action Research Project

This paper addresses issues when implementing and evaluating performance measurement initiative. Applying action research, the study began with designing an innovative performance measurement system and applied the system in three public leisure centres in England during 2005–2007. It was found that, for practitioners in the public leisure sector, inclusiveness and simplicity are the most important criteria of a good performance measurement system. That is, not only does performance data need to be inclusive, the analytical process also needs to be simple and understandable. In addition, facility managers’ analytical skills and motivations for benchmarking are two factors determining the practicability of the system developed. Finally, while conducting a long-term action research, there is a need to continually communicate the actual and potential benefits of the change with senior managers. If they are committed and enthusiastic, it is easier to gain the support of other levels of the organisation.     

Elicitation Methods of Organisational Knowledge: From the Individual to the Collective Through an Integrative Approach

The importance of the cyclic transformation of tacit knowledge into explicit knowledge for the knowledge-creation organisations is strategic. Yet in many instances this transformation is supported by informal settings with low process controllability. It is critical though that this be followed by a more systematic approach. A number of models of organisational learning have been developed by extrapolating individual learning styles, as is the case of the holonomic framework. However, there is a need to relate more closely models of learning and of knowledge creation to the knowledge elicitation methods, in order to further support knowledge management practice. This paper examines the holonomic framework with the view of informing the systematic elicitation of strategic knowledge in professional practice. It draws upon the experience and practical application of elicitation methods–in particular causal mapping and scenario building methods–to elicit middle-senior managers’ strategic knowledge by candidates to a Masters in Business Administration. The two methods are benchmarked against the holonomic cycle of knowledge development with regards to its learning phases, thus providing a more integrative approach to strategic knowledge elicitation methods.     

ON IMPROVING AN INTEGRATED INVENTORY MODEL FOR A SINGLE VENDOR AND MULTIPLE BUYERS WITH A RELAXED MATERIAL ORDERING CYCLE POLICY

1. Introduction With the development of information technology and the increasing market competition, simultaneously reducing inventory costs of raw materials, work-in-process, and finished items in different stages has become a major focus for supply chain management. Industrial practice and academic research have shown that VMI (Vendor Managed Inventory) can improve supply chain performance by decreasing inventory levels and costs. VMI is a collaborative business initiative where the vend…     

FORECASTING AUTOMOBILE WARRANTY PERFORMANCE IN PRESENCE OF ‘MATURING DATA＇ PHENOMENA USING MULTILAYER PERCEPTRON NEURAL NETWORK

Automobile companies that spend billions of dollars annually towards warranty cost, give high priority to warranty reduction programs. Forecasting of automobile warranty performance plays an important role towards these efforts. The forecasting process involves prediction of not only the specific months-in-service (MIS) warranty performance at certain future time, but also at future MIS values. However, ‘maturing data‘ (also called warranty growth) phenomena that causes warranty performance at specific MIS values to change with time, makes such a forecasting task challenging. Although warranty forecasting methods such as log-log plots and dynamic linear models appear in literature, there is a need for applications addressing the well recognized issue of ‘maturing data‘. In this paper we use an artificial neural network for the forecasting of warranty performance in presence of ‘maturing data‘ phenomena. The network parameters are optimized by minimizing the training and testing errors using response surface methodology. This application shows the effectiveness of neural networks in the forecasting of automobile warranty performance in the presence of the ‘maturing data‘ phenomena.     

“EII META—MODEL” ON INTEGRATION FRAMEWORK FOR VIABLE ENTERPRISE SYSTEMS——CITY PLANNING METAPHOR BASED ON STRUCTURAL SIMILARITY

Enterprise systems must have the structure to adapt the change of business environment.When rebuilding enterprise system to meet the extended operational boundaries,the concept of IT city planning is applicable and effective.The aim of this paper is to describe the architectural approach from the integrated imformation infrastructure(In3) standpoint and to propose for applying the “City Planning” concept for rebuilding “inter-application spaghetti” enterprise systems.This is mainly because the portion of infrastructure has increased with the change of information systems from centralized systems to distributed and open systems.As enterprise systems have involved heterogeneity or architectural black box in them,it may be required the integration framework (meta-architecture)as a discipline based on heterogeneity that can provide comprehensive view of the enterprise systems.This paper proposes “EII Meta-model” as the integration framework that can optimize the overall enterprise systems from the IT city planning point of view.EII Meta-model consists of “Integrated Information Infrastructure Map(In3-Map)”,“Service·Framework” and “IT Scenario”.It would be applicable and effective for the viable enterprise,because it has the mechanism to adapt the change.Finally,we illustrate a case of information system in an online securities company and demonstrate spplicability and effectiveness of EII Meta-model to meet their business goals.     

A situation calculus based approach to dynamic management of e-business services

In the era of e-businesses, the traditional business services are greatly challenged by the ever-increasing demands from customers with various backgrounds and personalities. Large numbers of new e-businesses are driven by the needs of customers. The existing dynamics inherent in the customer needs require the corresponding dynamic management of services. Attempting to respond to customers in a rapid and intelligent way, this paper proposes a situation calculus based approach for dynamically managing e-Business services in the ubiquitous environment. By employing the formalism of the situation calculus to enable intelligence and automation, the approach can implement. the functions of service automatic composition and model verification. These functions will improve the degree of customer-orientation and enable fast responsiveness in the emerging e-service systems.     

中国进口原油运输船队规划案例

为探索中国油轮船队的发展空间, 优化油轮船队的规模和结构, 研究了一套航线配船与船队规划数学模型与方法, 并对中国进出口油轮船队的发展进行了系统的战略规划研究, 提出了中国油轮船队2000-2010年的发展战略规划. 十多年的规划期后, 本文介绍了当时提出的研究方法、研究结果, 对比了当时的规划结果与后来发展的实际状况. 结果表明, 建立的数学模型和设计的解决方法具有科学性和实用性, 采用现代系统分析技术进行航线配船与船队规划研究, 对大型企业的运力投资和发展具有特殊重要的战略意义. 最后, 总结了对国家或大型企业进行船队总体规划的经验, 归纳和提出了做好这项工作的建议.     

Measuring the Performance of a Research Strategic Plan System Using the Soft Systems Methodology’s Three ‘Es’ and the Viable System Model’s Indices of Achievement

We explore problems involving the measurement of the performance of a system. We outline two systemic approaches that have come from different epistemological positions: one from the interpretivist paradigm (soft systems methodology) and the other from the cybernetic paradigm (viable systems model). These two systemic methodologies that have tackled problems involving performance measurement are considered and discussed: (a) Checkland’s systems ideas of ‘managing and controlling’ a system throughout a set of three measures of performance: efficacy, efficiency and effectiveness; and (b) Beer’s concepts of Actuality, Capability, Potentiality of the firm and his claims that the performance of a system needs to be quantifiable and resumed on ‘pure’ numbers which should reflect the survivability of the firm. A parallel is drawn between the two approaches concluding that although the paradigms underpinning them are in some way different, the practicalities of these approaches to control, measure and improve the performance of a system are very similar. A case involving the measurement of a proposed research strategic plan for a Manchester Metropolitan University Business School’s department is used to illustrate the systemic approaches.     

A perishable inventory system with service facilities, <Emphasis Type="Italic">MAP</Emphasis> arrivals and <Emphasis Type="Italic">PH</Emphasis> — Service times

We consider a continuous review perishable （s,S） inventory system with a service facility consisting of a waiting hall of finite capacity and a single server. We assume two types of customers, ordinary and negative, arrive according to a Markovian Arrival Process （MAP）. An ordinary customer joins the queue and a negative customer instead of joining the queue removes one ordinary customer from the queue. The removal rule adopted in this paper is RCE （removal of a customer from the end）. The individual customer＇s unit demand is satisfied after a random time of service which is assumed to have a phase-type distribution. The life time of each item and the lead time of the reorders have been assumed to be independent exponential distributions. The joint probability distribution of the number of customers in the system and the inventory level is obtained for the steady state case. Various stationary system performance measures are computed and the total expected cost rate is calculated. The results are illustrated numerically.     

Exploring an Explicit Use of the Concept of Sustainability in Transport Planning

The aim of this paper is to explore an explicit use of the concept of sustainability within transport planning. This paper analyses the concept of sustainability based on a practical approach for a sustainable development of Nordhavn, an area of Copenhagen, exemplifying a complex planning problem. An exploration of the application of the concept of sustainability is carried out using elements of Soft Systems Methodology (SSM). This approach indicates a need to separate the use of sustainability considerations regarding the transport planning ‘process’ from the transport planning ‘results’. The two approaches are related to the planning levels presented by Ulrich (Syst Prac 1(4):415–428, 1988). It was chosen to focus on the understanding of a sustainable transport planning process. This focus is addressed by four stakeholder groups interviewed based on the ‘ought to’ mode of Critical Systems Heuristics (CSH). Finally an outline of some of the factors of a sustainable transport planning process is proposed.     

ON SERVICES RESEARCH AND EDUCATION

1. Pertinent Background The importance of the services sector can not be overstated (Tien, 2006); it employs a large and growing proportion of workers in the industrialized nations. As reflected in Table 1, the services sector includes a number of large industries; indeed, services employment in the U.S. is at 82.1 percent, while the remaining four economic sectors (i.e., manufacturing, agriculture, construction, and mining), which together can be considered to be the “goods” sector, emplo…     

FUZZY SATISFYING INTERACTIVE MULTIOBJECTIVE THERMAL POWER DISPATCH： SWT APPROACH

In multiobjective optimization, trade-off analysis plays an important role in determining most preferred solution. This paper presents an explicit interactive trade-off analysis based on the surrogate worth trade-off function to determine the best compromised solution. In the multiobjective framework thermal power dispatch problem is undertaken in which four objectives viz. cost, NOx emission, SOx emission and COx emission are minimized simultaneously. The interactive process is implemented using a weighting method by regulating the relative weights of objectives in systematic manner. Hence the weighting method facilitates to simulate the trade-offrelation between the conflicting objectives in non-inferior domain. Exploiting fuzzy decision making theory to access the indifference band, interaction with the decision maker is obtained via surrogate worth trade-off （SWT） functions of the objectives. The surrogate worth trade-off functions are constructed in the functional space and then transformed into the decision space, so the surrogate worth trade-off functions of objectives relate the decision maker＇s preferences to non-inferior solutions through optimal weight patterns. The optimal solution of thermal power dispatch problem is obtained by considering real and reactive power losses. Decoupled load flow analysis is performed to find the transmission losses. The validity of the proposed method is demonstrated on 11-bus, 17-lines IEEE system, comprising of three generators.