Abstract: The cloud customer relationship management (CRM) has emerged as an innovative tool to augment the customer satisfaction and performance of banking systems. Cloud CRM allows to collect, analyze and utilize customer-associated information and update the systems, thereby offer superior customer service. Cloud technologies have invaluable potential to ensure innovative customer experiences, successful collaboration, enhanced speed to marketplace and IT effectiveness. As such, many leading banks have been attracted towards adoption of such innovative and customer-driver solutions to revolutionize their existing business models. Chief Information Officers (CIOs) are already implemented or in the process of implementation of cloud CRM. However, many organizations are still reluctant to take such initiative due to the lack of information on the factors influencing its implementation. This paper, therefore, aims to delve into the strategies, benefits and challenges intertwined in the implementation of cloud CRM in banking sector and provide reliable solutions.
Abstract: Worldwide, improving tourism competitiveness has been on the agendas of many stakeholders of the hotel sector, and they seem to have agreed that one of the best ways to compete is via the implementation of electronic customer relationship management (e-CRM). In so doing, the organizations enjoy strategic positioning on the competitive market by managing better not only the customers but, other business components including knowledge and employee management. Over the recent years, the tourism industry in Mauritius has witnessed a drastic economic boom at international and national levels; providing a new outlook to boost business performance through existing and potential customers. E-CRM has been one of the management tools used to achieving this position. Thus, this insightful context- Mauritius- was opted for the study. The aim was to assess the effectiveness of e-CRM as a strategic tool in the hotel sector in Mauritius through the implementation of business strategy to create competitive advantage and impact on the business performance. To achieve the objectives of the study, a quantitative research methodology was adopted and the research revealed that e-CRM is indeed an effective strategic tool in the hotel industry in Mauritius that can provide a competitive advantage and impact positively on the organization’s performance.
Abstract: Asphalt overlay is the most commonly used technique of pavement rehabilitation. However, the reflective cracks which occur on the overlay surface after a short period of time are the most important distresses threatening the durability of new overlays. Stress Absorbing Membrane Interlayers (SAMIs) are used to postpone the reflective cracking in the overlays. Sand asphalt mixtures, in unmodified or crumb rubber modified (CRM) conditions, can be used as an SAMI material. In this research, the performance properties of different SAMI applications were evaluated in the laboratory using an Indirect Tensile (IDT) fracture energy. The IDT fracture energy of sand asphalt samples was also evaluated and then compared to that of the regular dense graded asphalt used as an overlay. Texas boiling water and modified Lottman tests were also conducted to evaluate the moisture susceptibility of sand asphalt mixtures. The test results showed that sand asphalt mixtures can stand higher levels of energy before cracking, and this is even more pronounced for the CRM sand mix. Sand asphalt mixture using CRM binder was also shown to be more resistance to moisture induced distresses.
Abstract: Finding relevant information on the World Wide Web is becoming highly challenging day by day. Web usage mining is used for the extraction of relevant and useful knowledge, such as user behaviour patterns, from web access log records. Web access log records all the requests for individual files that the users have requested from the website. Web usage mining is important for Customer Relationship Management (CRM), as it can ensure customer satisfaction as far as the interaction between the customer and the organization is concerned. Web usage mining is helpful in improving website structure or design as per the user’s requirement by analyzing the access log file of a website through a log analyzer tool. The focus of this paper is to enhance the accessibility and usability of a guitar selling web site by analyzing their access log through Deep Log Analyzer tool. The results show that the maximum number of users is from the United States and that they use Opera 9.8 web browser and the Windows XP operating system.
Abstract: The purpose of this study is to analyze the operation strategy strategies and public relations trend for public relations strategies development in public television station in Thailand. This study is a qualitative approach by indent interview from the 6 key informants that are managers of Voice TV and Thairath TV Channel. The results showed that both TV stations have to do research before making a release on the operation strategy policy such as a slogan, segmentation, integrated marketing communication and PR activity and also in term of Public Relations trend are including online media, online content and online training before opening the station and start promoting. By the way, we found the PR strategy for both TV station should be including application on mobile, online content, CRM activity, online banner, special event, and brand ambassador in order to bring a very reliable way.
Abstract: A concern when administering questionnaires is whether the participant is providing information that is accurate. The results may be invalid because the person is trying to present oneself in an unrealistic positive manner referred to as ‘faking good’, or in an unrealistic negative manner known as ‘faking bad’. The Balanced Inventory of Desirable Responding (BIDR) was used to assess commercial pilots’ responses on the two subscales of the BIDR: impression management (IM) and self-deceptive enhancement (SDE) that result in high or low scores. Thus, the BIDR produces four valid profiles: IM low and SDE low, IM high and SDE low, IM low and SDE high, and IM high and SDE high. The various profiles were used to compare the respondents’ answers to crew resource management (CRM) items developed from the USA Federal Aviation Administration’s (FAA) guidelines for CRM composition and training. Of particular interest were the results on the IM subscale. The comparisons between those scoring high (lying or faking) versus those low on the IM suggest that there were significant differences regarding their views of the various dimensions of CRM. One of the more disconcerting conclusions is that the high IM scores suggest that the pilots were trying to impress rather than honestly answer the questions regarding their CRM training and practice.
Abstract: In this work, our goal is to optimize the nitriding treatment at a low-temperature of the steel 32CrMoV13 using gas mixtures of ammonia, nitrogen and hydrogen to improve the mechanical properties of the surface (good wear resistance, friction and corrosion), and of the diffusion layer of the nitrogen (good resistance to fatigue and good tenacity with heart). By limiting our work to the pure iron and to the alloys iron-chromium and iron-chromium-carbon, we have studied the various parameters which manage the nitriding: flow rate and composition of the gaseous phase, the interaction chromium-nitrogen and chromium-carbon by the help of experiments of nitriding realized in the laboratory by thermogravimetry. The acquired knowledge has been applied by the mastery of the growth of the γ' combination layer on the α diffusion layer in the case of the industrial steel 32CrMoV13.
Abstract: Different tools and technologies were implemented
for Crisis Response and Management (CRM) which is generally
using available network infrastructure for information exchange.
Depending on type of disaster or crisis, network infrastructure could
be affected and it could not be able to provide reliable connectivity.
Thus any tool or technology that depends on the connectivity could
not be able to fulfill its functionalities. As a solution, a new message
exchange framework has been developed. Framework provides
offline/online information exchange platform for CRM Information
Systems (CRMIS) and it uses XML compression and packet
prioritization algorithms and is based on open source web
technologies. By introducing offline capabilities to the web
technologies, framework will be able to perform message exchange
on unreliable networks. The experiments done on the simulation
environment provide promising results on low bandwidth networks
(56kbps and 28.8 kbps) with up to 50% packet loss and the solution is
to successfully transfer all the information on these low quality
networks where the traditional 2 and 3 tier applications failed.
Abstract: Recent changes in supply chains, especially globalization and collaboration, have created new risks for enterprises of all sizes. A variety of complex frameworks, often based on enterprise risk management strategies have been presented under the heading of Supply Chain Risk Management (SCRM). The literature on promotes the benefits of a robust SCRM strategy; however, implementing SCRM is difficult and resource demanding for Large Enterprises (LEs), and essentially out of reach for Small & Medium Enterprises (SMEs). This research debunks the idea that SCRM is necessary for all enterprises and instead proposes a simple and effective Vendor Selection Template (VST). Empirical testing and a survey of supply chain practitioners provide a measure of validation to the VST. The resulting VSTis a valuable contribution because is easy to use, provides practical results, and is sufficiently flexible to be universally applied to SMEs.
Abstract: Customer relationship management (CRM) systems in business are a reality of the contemporary business world for the last decade or so. Still, there are grey areas regarding the successful implementation and operation of CRM systems in business. This paper, through the systematic study of the CRM implementation paradigm, attempts to identify the most important challenges and opportunities that the CRM systems face in a rapidly changing business world.
Abstract: The quality of machined surfaces is an important characteristic of cutting processes and surface roughness has strong effects on the performance of sliding, moving components. The ability to forecast these values for a given process has been of great interests among researchers for a long time. Different modeling procedures and algorithms have been worked-out, and each has its own advantages and drawbacks. A new method will be introduced in this paper which will make it possible to calculate both the profile (2D) and surface (3D) parameters of theoretical roughness in the face milling of plain surfaces. This new method is based on an expediently developed CAD model, and uses a professional program for the roughness evaluation. Cutting experiments were performed on 42CrMo4 specimens in order to validate the accuracy of the model. The results have revealed that the method is able to predict surface roughness with good accuracy.
Abstract: Various cis-regulatory module (CRM) predictors have been proposed in the last decade. Several well-established CRM predictors adopted different categories of prediction strategies, including window clustering, probabilistic modeling and phylogenetic footprinting. Appropriate integration of them has a potential to achieve high quality CRM prediction. This study analyzed four existing CRM predictors (ClusterBuster, MSCAN, CisModule and MultiModule) to seek a predictor combination that delivers a higher accuracy than individual CRM predictors. 465 CRMs across 140 Drosophila melanogaster genes from the RED fly database were used to evaluate the integrated CRM predictor proposed in this study. The results show that four predictor combinations achieved superior performance than the best individual CRM predictor.
Abstract: The service industry accounts for about 70% of GDP of
Japan, and the importance of the service innovation is pointed out. The
importance of the system use and the support service increases in the
information system that is one of the service industries. However,
because the system is not used enough, the purpose for which it was
originally intended cannot often be achieved in the CRM system. To
promote the use of the system, the effective service method is needed.
It is thought that the service model's making and the clarification of the
success factors are necessary to improve the operation service of the
CRM system. In this research the model of the operation service in the
CRM system is made.
Abstract: The growing interest on national heritage
preservation has led to intensive efforts on digital documentation of
cultural heritage knowledge. Encapsulated within this effort is the
focus on ontology development that will help facilitate the
organization and retrieval of the knowledge. Ontologies surrounding
cultural heritage domain are related to archives, museum and library
information such as archaeology, artifacts, paintings, etc. The growth
in number and size of ontologies indicates the well acceptance of its
semantic enrichment in many emerging applications. Nowadays,
there are many heritage information systems available for access.
Among others is community-based e-museum designed to support the
digital cultural heritage preservation. This work extends previous
effort of developing the Traditional Malay Textile (TMT) Knowledge
Model where the model is designed with the intention of auxiliary
mapping with CIDOC CRM. Due to its internal constraints, the
model needs to be transformed in advance. This paper addresses the
issue by reviewing the previous harmonization works with CIDOC
CRM as exemplars in refining the facets in the model particularly
involving TMT-Artifact class. The result is an extensible model
which could lead to a common view for automated mapping with
CIDOC CRM. Hence, it promotes integration and exchange of
textile information especially batik-related between communities in
e-museum applications.
Abstract: Web applications have become very complex and crucial, especially when combined with areas such as CRM (Customer Relationship Management) and BPR (Business Process Reengineering), the scientific community has focused attention to Web applications design, development, analysis, and testing, by studying and proposing methodologies and tools. This paper proposes an approach to automatic multi-dimensional concern mining for Web Applications, based on concepts analysis, impact analysis, and token-based concern identification. This approach lets the user to analyse and traverse Web software relevant to a particular concern (concept, goal, purpose, etc.) via multi-dimensional separation of concerns, to document, understand and test Web applications. This technique was developed in the context of WAAT (Web Applications Analysis and Testing) project. A semi-automatic tool to support this technique is currently under development.
Abstract: This paper shows a traceability framework for supply risk monitoring, beginning with the identification, analysis, and evaluation of the supply chain risk and focusing on the supply operations of the Health Care Institutions with oncology services in Bogota, Colombia. It includes a brief presentation of the state of the art of the Supply Chain Risk Management and traceability systems in logistics operations, and it concludes with the methodology to integrate the SCRM model with the traceability system.
Abstract: In recent methodological articles related to structural equation modeling (SEM), the question of how to measure endogenous formative variables has been raised as an urgent, unresolved issue. This research presents an empirical application from the CRM system development context to test a recently developed technique, which makes it possible to measure endogenous formative constructs in structural models. PLS path modeling is used to demonstrate the feasibility of measuring antecedent relationships at the formative indicator level, not the formative construct level. Empirical results show that this technique is a promising approach to measure antecedent relationships of formative constructs in SEM.
Abstract: Web applications have become very complex and
crucial, especially when combined with areas such as CRM
(Customer Relationship Management) and BPR (Business Process
Reengineering), the scientific community has focused attention to
Web applications design, development, analysis, and testing, by
studying and proposing methodologies and tools. This paper
proposes an approach to automatic multi-dimensional concern
mining for Web Applications, based on concepts analysis, impact
analysis, and token-based concern identification. This approach lets
the user to analyse and traverse Web software relevant to a particular
concern (concept, goal, purpose, etc.) via multi-dimensional
separation of concerns, to document, understand and test Web
applications. This technique was developed in the context of WAAT
(Web Applications Analysis and Testing) project. A semi-automatic
tool to support this technique is currently under development.
Abstract: Bythe development of the Internet, e-commerce has
got very popular between organizations. E-commerce means buying
and selling products and services over the Internet. One of the
challenging issues in e-commerce is how to attract the customers and
how to satisfy them. Therefore, it is important to keep good
relationship with the customers. This paper proposes a new model to
increase the customer satisfaction by introducing live-operator.
Live-operator is a system which is involved both with the customers
and the organization.In this system the customers feelthatthey receive
the service directly from the organization. This model decreases the
response time and the customer loss. Moreover, it increases customer
trust and the ability of organizations.
Abstract: The quantitative determination of several trace
elements (Cr, As, Se, Cd, Hg, Pb) existing as inorganic impurities in
some oriental herb-products such as Lingzhi Mushroom capsules,
Philamin powder, etc using ICP-MS has been studied. Various
instrumental parameters such as power, gas flow rate, sample depth, as
well as the concentration of nitric acid and thick background due to
high concentration of possible interferences on the determination of
these above-mentioned elements was investigated and the optimum
working conditions of the sample measurement on ICP-MS
(Agilent-7500a) were reported. Appropriate isotope internal standards
were also used to improve the accuracy of mercury determination.
Optimal parameters for sampling digestion were also investigated. The
recovery of analytical procedure was examined by using a Certified
Reference Material (IAEA-CRM 359). The recommended procedure
was then applied for the quantitative determination of Cr, As, Se, Cd,
Hg, Pb in Lingzhi Mushroom capsule, and Philamine powder samples.
The reproducibility of sample measurement (average value between
94 and 102%) and the uncertainty of analytical data (less than 20%)
are acceptable.