IT companies worldwide have started to improve their service management processes based on best practice frameworks, such as IT Infrastructure Library (ITIL). However, many of these companies face difficulties in demonstrating the positive outcomes of IT service management (ITSM) process improvement. This has led us to investigate the research problem: What positive impacts have resulted from I...

The Post-9/11 GI Bill overhauled the educational benefits available to military veterans. Additionally, the Yellow Ribbon Program makes private institutions more affordable to veterans. Consequently, more veterans are seeking undergraduate degrees, and many schools are seeing significant numbers of veterans for the first time. The National Science Foundation (NSF) has recognized that veteran en...

The purpose of this paper is to present the results of an international process benchmarking and to compile models of best practice business processes. The results of our international process benchmarking study allowed us to develop a framework, comprising three models, for better meeting customers’ needs. The first model presents how to understand and meet customers’ needs generally. The seco...

Due to the combined impact of the financial crisis of 2008, and some still unresolved structural problems in its economy, in the forthcoming period Croatia should expect a significant decline in the overall investment demand (public and private). The expected drop in the overall investment activity will also have significant negative implications on tourism, the leading export sector of Croatia...

As “the most international company on earth,” DHL Express promised to deliver packages between almost any pair of countries within a defined time-frame. To fulfill this promise, the company had introduced a set of global business and technology standards. While standardization had many advantages (improving service for multinational customers, faster response to changes in import/export regulat...

This paper presents an editorial introduction to the refereed and edited papers arising from the Central Queensland University 2 annual Teaching and Learning Showcase in February 2004. In doing so, the paper depicts some of the principal landmarks in the national and institutional policy landscapes that influence the contributing authors’ several engagements with ‘best practice’ in university t...

This paper discusses critical success factors (CSF) and best practice in relation to IT implementation in the health sector. We have studied a University Hospital’s implementation of a health information system (HIS) and particularly one clinic which implementation process was described as very successful compared to other units at this hospital. The purpose of the paper is to gain further unde...

This paper discusses literature on the factors that contribute to and detract from reforms being implemented in schools from the perspective of a former teacher. The effects of school culture, the emotional and relational aspects of teaching and the change process, the importance of professional development, the need for time in teachers’ professional lives, and school leadership are analyzed. ...