An effective Customer Relationships Management (CRM) implementation benefits firms to achieve competitive advantages over others by enhancing customer retention, loyalty, satisfaction, and growing. A successful CRM implementation has become essential owing to the massive percentage of failures that occur. This year, firms are expected to spend more than $27 billion on implementing CRM. While a ...

Effective management in any organisation requires a holistic approach in focusing on information security. Senior managers have to know how well their organisations are perfonning as measured against internationally accepted best practices. Part of the information security management problem is that it is viewed either from a technological perspective focussing on product evaluation only, or fr...

Innovation management has recently received much attention from research, industry and state support. However, much of the research has focused on large enterprises with much available financial wealth and required planning infrastructure, in order to be effective at managing innovation. This paper aims to understand the factors that affect the innovation management process within Turkish SMEs....

Recently, universities are increasingly consuming energy to support various activities. A large population of staff and students in Malaysian universities has led to excessive energy consumption which directly gives an impact to the environment. The key question then ascended “How well is an energy management (EM) been practiced in universities without taking the Critical Success Factors (CSFs)...

Projects where developers are geographically distributed and with high personnel turnover are usually considered to be hard to manage. Any organisation that successfully handles such projects merits closer analysis so that lessons can be learned and good practice disseminated. Open Source Software projects represent such a case. One important factor is good configuration management practices. I...

Using data from a survey of MBA graduates, we developed a simple diagnostic tool to help assess the level of spreadsheet risk in an organization. We also found that in firms where spreadsheets pose a high risk, users are more aware of this risk. We review the best practices they employ at various stages of spreadsheet use, and we describe the steps that managers can take to control spreadsheet ...

The ITIL framework is the best known set of best practices for managing IT services. In this paper we introduce process mining as a useful technique for assessing whether a business process is implemented according to ITIL guidelines. We evaluated our approach using a real-world case study in an IT vendor developing a complex software platform. The company receives thousands of requests (includ...

In software organizations, usual ways to capture the experience project team members acquire are based on methods such as project postmortem analysis, post-project revisions and others alike. Their main drawback is that the experience capture is done (if ever) after project completion, which leads to the risk of losing it if, as usually occurs, team members are finally not available. This paper...

1.1 Clinical Practice Guidelines and the Renal Association The Clinical Practice Guidelines Committee was established by the UK Renal Association (RA) to prepare guidelines for the management of patients with renal disease and help identify the data to be collected by the Renal Registry. The Clinical Practice Guidelines Committee is one of three committees reporting to the Clinical Affairs Boar...