Commenced in January 2007
Frequency: Monthly
Edition: International
Paper Count: 621

Search results for: organization

621 Organization’s Ethics, Job Performance Satisfaction and Effects on Employees’ Engagement and Commitment

Authors: Anunya Thanasrisuebwong

Abstract:

This research paper aimed to find out how was the ethical climate in an organization and job performance satisfaction of employees affected employees’ engagement and commitment by using the case study of PTT Exploration and Production Public Company Limited, Thailand. The population of this research was 4,383 Thai employees of PTTEP, Thailand. From a total of 420 questionnaires sent out, 345 respondents replied. The statistics utilized was mean score and Multiple Regression Analysis. The findings revealed that the respondents had opinion towards ethical climate of their organization, job performance satisfaction and organization engagement and commitment at a high level. The test of hypothesis disclosed the determinant attributes of job performance satisfaction that affected the respondents’ overall level of organization engagement and commitment. The set of these determinant attributes consisted of employees’ responsibilities for duties, organization’s policies and practice, relationship with organization’s commanders, work security and stability, job description, career path and relationship with colleagues. These variables were able to predict the employees’ organization engagement and commitment at 50.6 percent.

Keywords: Ethical Climate in Organization, Job Performance Satisfaction, Organization Engagement and Commitment.

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620 Advantages and Disadvantages of Business Continuity Management

Authors: K. Venclova, H. Urbancova, H. Vostra Vydrova

Abstract:

In current global economics the application of Business Continuity Management is the prerequisite for sustainable competitive advantage in an organization. Business Continuity Management is a managerial which identifies the potential impact of losses in an organization. The aim of this paper is to identify and critically evaluate the relative advantages and disadvantages of deploying Business Continuity Management in an organization on the basis of seven criteria. The strongest advantage of Business Continuity Management is in its capacity to identify a crisis situation and help the organization to flexibly and also to keep the critical knowledge within the organization. By contrast the main disadvantage is that establishing Business Continuity Management in an organization is time-consuming and its implementation as an integral part of the organizational culture present significant difficulties.

Keywords: Business continuity management, criteria, advantages, disadvantages, organisations, survey.

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619 The Role of Education (Tarbiyyah) in the Religio-Political Organization

Authors: Muhaimin Bin Sulam, Abdul Mutalib Embong, Azelin Mohamed Noor

Abstract:

This paper presents the reinvention of the role of education (tarbiyyah) in the social influence of organizations focusing on the sustainability of a specific religio-political organization. The objective of the paper is to describe how the position secured by education could transform the organization while maintaining its objective and vision. The study employed the qualitative approach that involves data from conducted interviews. An analysis on the role political leaders play in educating the organization in the context of ideological struggle is also analyzed. The process description also evaluates how education could intellectualize its followers and members which inspires them to submit to their leaders and the organization. This extensive cultivation of religio-political doctrine could offer a new interpretation on politics.

Keywords: Religio-political organization. Malaysia, education (tarbiyyah), followers, political movement.

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618 Analysis of Patterns in TV Commercials that Recognize NGO Image

Authors: J. Areerut, F. Samuel

Abstract:

The purpose of this research is to analyze the pattern of television commercials and how they encourage non-governmental organizations to build their image in Thailand. It realizes how public relations can impact an organization's image. It is a truth that bad public relations management can cause hurt a reputation. On the other hand, a very small amount of work in public relations helps your organization to be recognized broadly and eventually accepted even wider. The main idea in this paper is to study and analyze patterns of television commercials that could impact non-governmental organization's images in a greater way. This research uses questionnaires and content analysis to summarize results. The findings show the aspects of how patterns of television commercials that are suited to non-governmental organization work in Thailand. It will be useful for any non-governmental organization that wishes to build their image through television commercials and also for further work based on this research.

Keywords: Television Commercial (TVC), Organization Image, Non-Governmental Organization: NGO, Public Relation.

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617 Role of ICT and Wage Inequality in Organization

Authors: Shoji Katagiri

Abstract:

This study deals with wage inequality in organization and shows the relationship between ICT and wage in organization. To do so, we incorporate ICT’s factors in organization into our model. ICT’s factors are efficiencies of Enterprise Resource Planning (ERP), Computer Assisted Design/Computer Assisted Manufacturing (CAD/CAM), and NETWORK. The improvement of ICT’s factors decrease the learning cost to solve problem pertaining to the hierarchy in organization. The improvement of NETWORK increases the wage inequality within workers and decreases within managers and entrepreneurs. The improvements of CAD/CAM and ERP increases the wage inequality within all agent, and partially increase it between the agents in hierarchy.

Keywords: Endogenous economic growth, ICT, inequality, capital accumulation, technology.

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616 Increase of Organization in Complex Systems

Authors: Georgi Yordanov Georgiev, Michael Daly, Erin Gombos, Amrit Vinod, Gajinder Hoonjan

Abstract:

Measures of complexity and entropy have not converged to a single quantitative description of levels of organization of complex systems. The need for such a measure is increasingly necessary in all disciplines studying complex systems. To address this problem, starting from the most fundamental principle in Physics, here a new measure for quantity of organization and rate of self-organization in complex systems based on the principle of least (stationary) action is applied to a model system - the central processing unit (CPU) of computers. The quantity of organization for several generations of CPUs shows a double exponential rate of change of organization with time. The exact functional dependence has a fine, S-shaped structure, revealing some of the mechanisms of self-organization. The principle of least action helps to explain the mechanism of increase of organization through quantity accumulation and constraint and curvature minimization with an attractor, the least average sum of actions of all elements and for all motions. This approach can help describe, quantify, measure, manage, design and predict future behavior of complex systems to achieve the highest rates of self organization to improve their quality. It can be applied to other complex systems from Physics, Chemistry, Biology, Ecology, Economics, Cities, network theory and others where complex systems are present.

Keywords: Organization, self-organization, complex system, complexification, quantitative measure, principle of least action, principle of stationary action, attractor, progressive development, acceleration, stochastic.

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615 Self-Organization of Clusters having Locally Distributed Patterns for Synchronized Inputs

Authors: Toshio Akimitsu, Yoichi Okabe, Akira Hirose

Abstract:

Many experimental results suggest that more precise spike timing is significant in neural information processing. We construct a self-organization model using the spatiotemporal patterns, where Spike-Timing Dependent Plasticity (STDP) tunes the conduction delays between neurons. We show that the fluctuation of conduction delays causes globally continuous and locally distributed firing patterns through the self-organization.

Keywords: Self-organization, synfire-chain, Spike-Timing Dependent Plasticity, distributed information representation

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614 Self-Organization of Clusters Having Locally Distributed Patterns for Highly Synchronized Inputs

Authors: Toshio Akimitsu, Yoichi Okabe, Akira Hirose

Abstract:

Many experimental results suggest that more precise spike timing is significant in neural information processing. We construct a self-organization model using the spatiotemporal pat-terns, where Spike-Timing Dependent Plasticity (STDP) tunes the conduction delays between neurons. We show that, for highly syn-chronized inputs, the fluctuation of conduction delays causes globally continuous and locally distributed firing patterns through the self-organization.

Keywords: Self-organization, synfire-chain, Spike-Timing DependentPlasticity, distributed information representation.

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613 The Process of Crisis: Model of Its Development in the Organization

Authors: M. Mikušová

Abstract:

The main aim of this paper is to present a clear and comprehensive picture of the process of a crisis in the organization which will help to better understand its possible developments. For a description of the sequence of individual steps and an indication of their causation and possible variants of the developments, a detailed flow diagram with verbal comment is applied. For simplicity, the process of the crisis is observed in four basic phases called: symptoms of the crisis, diagnosis, action and prevention. The model highlights the complexity of the phenomenon of the crisis and that the various phases of the crisis are interweaving.

Keywords: Crisis, management, model, organization.

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612 Scrum as the Method Supporting the Implementation of Knowledge Management in an Organization

Authors: Andrej Miklošík, Eva Hvizdová, Štefan Žák

Abstract:

Many companies have switched their processes to project-oriented in the last years. This brings new possibilities and effectiveness not only in the field of external processes connected with the product delivery but also the internal processes as well. However centralized project organization which is based on the role of project manager in the team has proved insufficient in some cases. Agile methods of project organization are trying to solve this problem by bringing new view on the project organization, roles, processes and competences. Scrum is one of these methods which builds on the principles of knowledge management to drive the project to effectiveness from all view angles. Using this method to organize internal and delivery projects helps the organization to create and share knowledge throughout the company. It also supports forming unique competences of individuals and project teams and drives innovations in the company.

Keywords: agile software development, knowledge management, knowledge dissemination, project management, SCRUM

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611 Experimental Analysis of Tools Used for Doxing and Proposed New Transforms to Help Organizations Protect against Doxing Attacks

Authors: Parul Khanna, Pavol Zavarsky, Dale Lindskog

Abstract:

Doxing is a term derived from documents, and hence consists of collecting information on an organization or individual through social media websites, search engines, password cracking methods, social engineering tools and other sources of publicly displayed information. The main purpose of doxing attacks is to threaten, embarrass, harass and humiliate the organization or individual. Various tools are used to perform doxing. Tools such as Maltego visualize organization’s architecture which helps in determining weak links within the organization. This paper discusses limitations of Maltego Chlorine CE 3.6.0 and suggests measures as to how organizations can use these tools to protect themselves from doxing attacks.

Keywords: Advanced Persistent Threat, FOCA, OSINT, PII.

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610 Properties of the Research Teaching Organization of Military Masters

Authors: A. Bulatbayeva, A. Kusainov, P. Makhanova, A. Bashchikulov

Abstract:

In the article there have been revealed the properties of designing the research teaching the military masters and in the context it has been offered the program of mastering by the masters military men the methodology of research work, in the course of practical teaching activity there has been considered the developed and approbated model of organization of the process of mastering by the masters the methodology of research work. As a whole, the research direction of master preparation leaves its sign to the content of education, forms of organization of educational process, scientific work of masters. In this connection the offered in the article properties of organization of research teaching and a model of organization of mastering by the masters military men the methodology of research work can be taken into account when designing the content of master preparation.

Keywords: Masters militaries, Methodology of research work, Military knowledge, Research teaching.

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609 The Benefit of Green Logistics to Organization

Authors: Wijittra Srisorn

Abstract:

This research studied about green logistics and the expected benefit that organization gotten when adapted to green logistics also the organization concerned about the important activity in green logistics to apply in implementation from study was found that the benefit of green logistics that organization was gotten by logistics management which was the increased efficiency process of management the product from producer to customer all of reduce production cost, increased value added save energy and prevented environment together From study was found that the organization had green logistics to apply in logistics activities in supply chain since downstream till upstream to prevent environment as follow 1). Purchasing process, trade facilitation enhance such as linking of information technology during business to business (B2B business). 2). Productions process improved by business logistics improvement 3). Warehouse management process such as recycled packaging, moving goods in to warehouse, transportation goods and inside receiving and delivery products plan.

Keywords: Green Logistics, Trade Facilitation, Business Logistics Improvement, Double handling.

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608 Adding Edges between One Node and Every Other Node with the Same Depth in a Complete K-ary Tree

Authors: Kiyoshi Sawada, Takashi Mitsuishi

Abstract:

This paper proposes a model of adding relations between members of the same level in a pyramid organization structure which is a complete K-ary tree such that the communication of information between every member in the organization becomes the most efficient. When edges between one node and every other node with the same depth N in a complete K-ary tree of height H are added, an optimal depth N* = H is obtained by minimizing the total path length which is the sum of lengths of shortest paths between every pair of all nodes.

Keywords: complete K-ary tree, organization structure, shortest path

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607 Trustworthy in Virtual Organization

Authors: Abdolhamid Fetanat, Mehdi Naghian Feshaareki

Abstract:

In open settings, the participants in virtual organization are autonomous and there is no central authority to ensure the felicity of their interactions. When agents interact in such settings, each relies upon being able to model the trustworthiness of the agents with whom it interacts. Fundamentally, such models must consider the past behavior of the other parties in order to predict their future behavior. Further, it is sensible for the agents to share information via referrals to trustworthy agents. In this article, trust is a bet on the future contingent actions of others" and enumerates six major factors supporting it: (1) reputation, (2) performance, (3) appearance, (4) accountability, (5) precommitment, and (6) contextual facilitation.

Keywords: Trustworthy, trust, virtual organization.

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606 Virtual Firm Competitiveness

Authors: Zdeněk Mikoláš, Zuzana Wozniaková

Abstract:

In the 21. century it comes true, that competitiveness of the firm is - to a considerable level - influenced by its participation in the chain of suppliers, customers and partners and by the way how the subject cooperates in the chain. This is valid also for new forms of enterprise such as virtual organization or virtual firm. In the first part of the paper there are determined the differences between these forms of enterprise. Another part will bring methodological framework for analysis of the factors, that influence the competitiveness of the virtual organization from spontaneity and order point of view.

Keywords: abstraction, competitiveness, order, potential, spontaneity, virtual firm, virtual organization.

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605 Self-Organization-Based Approach for Embedded Real-Time System Design

Authors: S. S. Bendib, L. W. Mouss, S. Kalla

Abstract:

This paper proposes a self-organization-based approach for real-time systems design. The addressed issue is the mapping of an application onto an architecture of heterogeneous processors while optimizing both makespan and reliability. Since this problem is NP-hard, a heuristic algorithm is used to obtain efficiently approximate solutions. The proposed approach takes into consideration the quality as well as the diversity of solutions. Indeed, an alternate treatment of the two objectives allows to produce solutions of good quality while a self-organization approach based on the neighborhood structure is used to reorganize solutions and consequently to enhance their diversity. Produced solutions make different compromises between the makespan and the reliability giving the user the possibility to select the solution suited to his (her) needs.

Keywords: Embedded real-time systems design, makespan, reliability, self-organization, compromises.

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604 Organization as System, Psychic Dynamism as Equilibration: A Conceptualization

Authors: Abbas Moshref Razavi, Rodina Ahmad

Abstract:

Organizations are supposed to be systems and consequently require defining the notion of equilibrium within. However, organizations comprise people and unavoidably entail their irrational aspects. Then, the question is what is the organizational equilibrium and equilibrating mechanisms considering these aspects. Hence, some arguments are provided here to conceptualize human unconsciousness, irrationalities and consequent uncertainties within organizations in the form of a system of psychic dynamism. The assumption is this dynamism maintains the psychic balance of the organization through a psychodynamic point of view. The resultant conceptualization expected to promote the understanding of such aspects in different organizational settings by hypothesizing organizational equilibration from this perspective. As a result, the main expectation is, if it is known that how the organization equilibrates in this sense, we can explain and deal with such irrationalities and unconsciousness by rational and, of course conscious, planning and accomplishing.

Keywords: Equilibration, General System Theory, Organization, Psychodynamic.

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603 A New Framework for Evaluation and Prioritization of Suppliers using a Hierarchical Fuzzy TOPSIS

Authors: Mohammad Taghi Taghavifard, Danial Mirheydari

Abstract:

This paper suggests an algorithm for the evaluation and selection of suppliers. At the beginning, all the needed materials and services used by the organization were identified and categorized with regard to their nature by ABC method. Afterwards, in order to reduce risk factors and maximize the organization's profit, purchase strategies were determined. Then, appropriate criteria were identified for primary evaluation of suppliers applying to the organization. The output of this stage was a list of suppliers qualified by the organization to participate in its tenders. Subsequently, considering a material in particular, appropriate criteria on the ordering of the mentioned material were determined, taking into account the particular materials' specifications as well as the organization's needs. Finally, for the purpose of validation and verification of the proposed model, it was applied to Mobarakeh Steel Company (MSC), the qualified suppliers of this Company are ranked by the means of a Hierarchical Fuzzy TOPSIS method. The obtained results show that the proposed algorithm is quite effective, efficient and easy to apply.

Keywords: ABC analysis, Hierarchical Fuzzy TOPSIS, Primary supplier evaluation, Purchasing strategy, supplier selection

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602 Observation of the Correlations between Pair Wise Interaction and Functional Organization of the Proteins, in the Protein Interaction Network of Saccaromyces Cerevisiae

Authors: N. Tuncbag, T. Haliloglu, O. Keskin

Abstract:

Understanding the cell's large-scale organization is an interesting task in computational biology. Thus, protein-protein interactions can reveal important organization and function of the cell. Here, we investigated the correspondence between protein interactions and function for the yeast. We obtained the correlations among the set of proteins. Then these correlations are clustered using both the hierarchical and biclustering methods. The detailed analyses of proteins in each cluster were carried out by making use of their functional annotations. As a result, we found that some functional classes appear together in almost all biclusters. On the other hand, in hierarchical clustering, the dominancy of one functional class is observed. In brief, from interaction data to function, some correlated results are noticed about the relationship between interaction and function which might give clues about the organization of the proteins.

Keywords: Pair-wise protein interactions, DIP database, functional correlations, biclustering.

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601 Knowledge Management Model for Managing Knowledge among Related Organizations

Authors: Mahboubeh Molaei

Abstract:

Transferring information developed by other peoples is an ordinary event that happens during daily conversations, for example when employees sea each other in the organization, or when they are having lunch together, or attending a meeting, they use to talk about their experience, and discuss about their current projects, and talk about their successes over some specific problems. Despite the potential value of leveraging organizational memory and expertise by using OMS and ER, still small organizations haven-t been able to capitalize on its promised value. Each organization has its internal knowledge management system, in some of organizations the system face the lack of expert people to save their experience in the repository and in another hand on some other organizations there are lots of expert people but the organization doesn-t have the maximum use of their knowledge.

Keywords: Knowledge, knowledge management.

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600 The Job Satisfaction of the Employees with the Organization Retention of Metropolitan Waterworks Authority at Bangkhen

Authors: Siriwan Saithong, Unnop Panpuang

Abstract:

This research aimed to study correlation between work satisfaction and organization core value of officers in Waterworks Authority, Bangkean Branch. Sample group of the study was 112 officers who worked in the Waterworks Authority, Bangkean Branch. Questionnaires were employed as a research tools, while, Percentage, Mean, Standard Deviation, T-test, One-way ANOVA, and Pearson Product Moment Correlation were claimed as statistics used in this study. Researcher found that overall and individual aspects of work satisfaction namely, work characteristic, work progress, and colleagues significantly correlated with organization core value in aspect of perception in choice of work at 0.5, 0.01, and 0.01 respectively. Also, such aspects were compatible with income at .05 which indicated the low level of correlation, mid low correlation respectively at the same direction, same direction, opposite direction, and same direction, correspondingly.

Keywords: Employee of Bangkhen branch, Job Satisfaction, the organization Retention.

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599 Models of State Organization and Influence over Collective Identity and Nationalism in Spain

Authors: Muñoz-Sanchez, Victor Manuel, Perez-Flores, Antonio Manuel

Abstract:

The main objective of this paper is to establish the relationship between models of state organization and the various types of collective identity expressed by the Spanish. The question of nationalism and identity ascription in Spain has always been a topic of special importance due to the presence in that country of territories where the population emits very different opinions of nationalist sentiment than the rest of Spain. The current situation of sovereignty challenge of Catalonia to the central government exemplifies the importance of the subject matter. In order to analyze this process of interrelation, we use a secondary data mining by applying the multiple correspondence analysis technique (MCA). As a main result a typology of four types of expression of collective identity based on models of State organization are shown, which are connected with the party position on this issue.

Keywords: Models of organization of the state, nationalism, collective identity, Spain, political parties.

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598 Borderline Personality Organization and the Interpersonal Components of Perfectionism: A Review of Two Overlapping Personality Pathologies

Authors: Heather M. Roxborough, Paul L. Hewitt, Gordon L. Flett, Jasmin Abizadeh

Abstract:

This work represents the first review paper to explore the relationship between perfectionistic personality and borderline personality organization. The developmental origins, identity diffusion, interpersonal difficulties, and defense mechanisms that are common to both borderline personality and the interpersonal components of perfectionism are explored, and existing research on perfectionism and borderline personality is reviewed. The importance of the link between perfectionism and borderline features is discussed in terms of its contribution to the conceptual understanding of personality pathology as well as to applied clinical practices.

Keywords: Borderline personality organization, defenses, identity, interpersonal problems, perfectionism.

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597 Green Sustainability Using Radio Frequency Identification: Technology-Organization-Environment Perspective Using Two Case Studies

Authors: Rebecca Angeles

Abstract:

This qualitative case study seeks to understand and explain the deployment of radio frequency identification (RFID) systems in two countries (i.e., in Taiwan for the adoption of electric scooters and in Finland for supporting glass bottle recycling) using the “Technology-Organization-Environment” theoretical framework. This study also seeks to highlight the relevance and importance of pursuing environmental sustainability in firms and in society in general due to the social urgency of the issues involved.

Keywords: Environmental sustainability, radio frequency identification, technology-organization-environment framework

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596 The Shanghai Cooperation Organization: China's Grand Strategy in Central Asia

Authors: Mara Gubaidullina, Aigerim Yelibayeva

Abstract:

The Shanghai Cooperation Organization is one of the successful outcomes of China's foreign policy since the end of the Cold war. The expansion of multilateral ties all over the world by dint of pursuing institutional strategies as SCO, identify China as a more constructive power. SCO became a new model of cooperation that was formed on remains of collapsed Soviet system, and predetermined China's geopolitical role in the region. As the fast developing effective regional mechanism, SCO today has more of external impact on the international system and forms a new type of interaction for promoting China's grand strategy of 'peaceful rise'.

Keywords: Central Asia, China's grand strategy, Shanghai Cooperation Organization.

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595 Knowledge Management Factors Affecting the Level of Commitment

Authors: Abbas Keramati, Abtin Boostani, Mohammad Jamal Sadeghi

Abstract:

This paper examines the influence of knowledge management factors on organizational commitment for employees in the oil and gas drilling industry of Iran. We determine what knowledge factors have the greatest impact on the personnel loyalty and commitment to the organization using collected data from a survey of over 300 full-time personnel working in three large companies active in oil and gas drilling industry of Iran. To specify the effect of knowledge factors in the organizational commitment of the personnel in the studied organizations, the Principal Component Analysis (PCA) is used. Findings of our study show that the factors such as knowledge and expertise, in-service training, the knowledge value and the application of individuals’ knowledge in the organization as the factor “learning and perception of personnel from the value of knowledge within the organization” has the greatest impact on the organizational commitment. After this factor, “existence of knowledge and knowledge sharing environment in the organization”; “existence of potential knowledge exchanging in the organization”; and “organizational knowledge level” factors have the most impact on the organizational commitment of personnel, respectively.

Keywords: Knowledge management, organizational commitment, loyalty, drilling industry, principle component analysis.

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594 Roles and Responsibilities to Success of IT Project in an Organization

Authors: Vahhab Attar Olyaee, Fouad Attar Olyaee

Abstract:

Many IT projects come to failure because of having technical approach, focusing on the final product and lack of proper attention to strategic alignment. Project management models quite often have technical management view [4], [8], [13], [14]. These models focus greatly on the finalization of the project product and the delivery of the product to the customer. However, many project problems are due to lack of attention to the needs and capabilities of the organizations or disregarding how to deploy and use the product in the organization. In this regard, in the current research we are trying to present a solution with the purpose of raising the value of the project in an organization. This way, the project outputs will be properly deployed in the organization. Therefore, a comprehensive model is presented which takes into account the whole processes from initial step of project definition to the deployment of the final outputs in the organization and then the definition of all roles and responsibilities to put the model into practice. Taking into account the opinions of experts and project managers, to prove the performance of the model, the project problems were recognized and based on the model, categorized and analyzed. And at the end it is made clear that ignoring the proper definition of the project and not having a proper understanding of the expected value on the one hand and not supervising the emerged value in the process of production and installment are among the most important factors that bring a project to failure.

Keywords: IT Governance, Project Model, Roles and Responsibilities of Project

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593 Organizational Involvement and Employees’ Consumption of New Work Practices in State-owned Enterprises: The Ghanaian Case

Authors: M. Aminu Sanda, K. Ewontumah

Abstract:

This paper explored the challenges faced by the management of a Ghanaian state enterprise in managing conflicts and disturbances associated with its attempt to implement new work practices to enhance its capability to operate as a commercial entity. The purpose was to understand the extent to which organizational involvement, consistency and adaptability influence employees’ consumption of new work practices in transforming the organization’s organizational activity system. Using selfadministered questionnaires, data were collected from one hundred and eighty (180) employees and analyzed using both descriptive and inferential statistics. The results showed that constraints in organizational involvement and adaptability prevented the positive consumption of new work practices by employees in the organization. It is also found that the organization’s employees failed to consume the new practices being implemented, because they perceived the process as non-involving, and as such, did not encourage the development of employee capability, empowerment, and teamwork. The study concluded that the failure of the organization’s management to create opportunities for organizational learning constrained its ability to get employees consume the new work practices, which situation could have facilitated the organization’s capabilities of operating as a commercial entity.

Keywords: Organizational transformation, new work practices, work practice consumption, organizational involvement, state-owned enterprise, Ghana.

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592 A New Model for e-CRM in e-Commerce using Live-Operator

Authors: Samin Jirehbandei, Alireza Nemaney Pour

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.

Keywords: Customer, Customer Satisfaction, e-Commerce, e-CRM, Live-Operator, Organization

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