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Search Results: 1 - 10 of 21176 matches for " management "
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Issue in Implementing Customer Operations Performance Center (COPC)  [PDF]
Yingyu Xu, Xinyuan Xi, Yuki Todo
Journal of Software Engineering and Applications (JSEA) , 2013, DOI: 10.4236/jsea.2013.68053

Customer Operations Performance Center Inc (COPC) is the world’s leading authority on Contact Center Operations Management. The COPC 2000 Standard is a comprehensive operating model for Contact Centre Operations. It is a world-wide benchmark and certification for contact centers. As well as an overall performance management system, COPC is designed to reduce costs, increase revenue, and improve service, quality and customer satisfaction. However, many COPC implementation projects failed. In this study, we first review the process of implementing COPC. Then, we identify major barriers in implementing COPC. Organizations should take proper measures in overcoming these barriers to ensure successful implementation of COPC.

Dealing with Complex Management Problems  [PDF]
Vincent Omachonu
Open Journal of Business and Management (OJBM) , 2014, DOI: 10.4236/ojbm.2014.21002
Abstract: Dealing with Complex Management Problems
Quality Enhancement of Corporate Management Systems: An Overview of Best Management Practices  [PDF]
Giron Kamonja, Yan Liang, Muhammad Tayyab Sohail, Shahzad Ahmad Khan
Journal of Service Science and Management (JSSM) , 2014, DOI: 10.4236/jssm.2014.74027

In this my present study, I elaborate different types of management, management staffs, types of managers and leaders along with their capacities of work and their roles in any organization or institute to achieve the desired goal with the help of employees. A study found that most of the CEOs of the 62 major US-based companies spent at least 10 percent of their time in quality enhancement efforts. The critical importance of employees’ involvement in the quality process of an organization is based on the belief that the best process innovation ideas come from the people actually doing the job. Employee involvement in quality efforts can only come about when the employees know that the organization cares for them. Best companies do not just confine education and training to their shop floor employees and managers. Top executives are actively involved in the learning process themselves. Training is the key element of management system. For the smooth run of any organization we always need proper training for all employees including leadership authority.

Towards Cloud Management by Autonomic Manager Collaboration  [PDF]
Omid Mola, Michael A. Bauer
Int'l J. of Communications, Network and System Sciences (IJCNS) , 2011, DOI: 10.4236/ijcns.2011.432097
Abstract: The management of clouds comprised of hundreds of hosts and virtual machines present challenging problems to administrators in ensuring that performance agreements are met and that resources are efficiently utilized. Automated approaches can help in managing such environments. Autonomic managers using policy-based management can provide a useful approach to such automation. We outline how collections of collaborating autonomic managers in cloud can be a step towards better management of clouds. We describe how a hierarchy of policy-based autonomic managers can collaborate using messages. The messages and when to communicate is inferred automatically from the policies given to the managers. We evaluate the approach via a prototype inspired by a cloud virtualized infrastructure and show how collaboration between managers in a hierarchy can improve the response time of a web server and avoid service level agreement violations. Results of three different scenarios shows the importance of collaboration between managers at different authority levels and how this collaboration can help to increase efficiency of current infrastructures.
Adoption of Project Management Practices in Public Organizations  [PDF]
Panos Fitsilis, Thomas Chalatsis
iBusiness (IB) , 2014, DOI: 10.4236/ib.2014.63014
Abstract: The paper studies the adoption of Project Management (PM) practices in Greek public organizations through the study of small-medium Greek Local Governmental Organizations (LGOs). Specifically, it studies how PM practices are applied to small-medium sized LGOs and the factors that are preventing the adoption and the implementation of these PM practices in such organizations. A field study was carried out, using the research methodology of 360° feedback. More specifically, the views of all different stakeholders were collected and analyzed systematically with the use of semi-structured interviews. The conclusions of this work are that the factors which are blocking the implementation of a PM system, in a small-medium LGO, are grouped in two categories: the factors that are related with the adjustments of the standards to the structure of the LGOs and the inhibiting factors of the internal environment of the LGOs (concerning project management).
Personal control in rehabilitation: An internet platform for patients with schizophrenia and their caregivers  [PDF]
J. Rob J. de Leeuw, Peter van Splunteren, Ina Boerema
Open Journal of Psychiatry (OJPsych) , 2012, DOI: 10.4236/ojpsych.2012.224050
Abstract: In order to facilitate optimal quality and continuity of care and self-management of patients with schizophrenia, Personal Control in Rehabilitation (PCR) has been developed, a comprehensive internet-based platform. PCR aims to reach patients with schizophrenia or related psychotic disorders and their (in)formal caregivers. It provides caregivers and patients with a kind of dashboard giving them (tailored) information about the physical and psychosocial situation of the patient, their compliance with treatment, and facilitates optimal self-management for patients. With the use of PCR, informal caregivers have access to information about treatment and can consult formal caregivers, formal caregivers have easy access to the multidisciplinary guideline schizophrenia and to the regional care plans. Patients and their formal and informal caregivers completed questionnaires about empowerment, quality of life, quality of care and workload before the introduction of PCR and nine months later. A sample of them also participates in focus group discussions about the usefulness and usability of PCR and bottle necks in using the platform. Response to the questionnaires, especially at followup, was not adequate for statistical analyses of its results. Therefore, the focus of this paper is on the process evaluation of the implementation of PCR in two large mental health organisations in the Netherlands. Data for this evaluation are results of a number of open questions of the questionnaire and results of the focus group discussions. In these discussions, 19 patients, 12 informal caregivers, 33 formal caregivers and three managers participated. Preliminary results of this study show that the implementation of PCR is feasible and patients, formal and informal caregivers were satisfied with the use of PCR and frequently used PCR to communicate, make appointments, give feedback and look for information about their disease and its treatment. PCR is considered as a help in reaching more self-management by patients, to facilitate communication between patients and caregivers, and to match treatment and support. It seems useful also for other patient groups and their (in)formal caregivers like patients with depression, autism and addiction disorders.
Real World Project Management: Do As I Say, Not As They Teach  [PDF]
Joseph Kasten
American Journal of Industrial and Business Management (AJIBM) , 2014, DOI: 10.4236/ajibm.2014.42017

Anecdotal evidence suggests that there is a stark contrast between the project management tools and techniques taught in schools and those actually used in industrial settings. This exploratory study provides evidence of those differences in the form of qualitative data collected from project managers in the information technology areas of major firms from the banking, cosmetics, and electronics manufacturing industries. Evidence suggests that there is a significant variation in which the formal project management processes taught in traditional project management curricula are used, if any. The study explores the reasons behind these differences and suggests possible approaches to ease the strain for new hires and current employees.

Creating Positive Learning Environments: Antecedent Strategies for Managing the Classroom Environment & Student Behavior  [PDF]
Tachelle Banks
Creative Education (CE) , 2014, DOI: 10.4236/ce.2014.57061

Teacher conceptualization of behavior problems is important in determining what strategies are used to prevent problematic classroom behavior. If teachers view a student’s behavior as symptomatic of a poorly organized classroom, they may seek ways of reorganizing the environment to maximize occasions for occurrence of appropriate behavior and the prevention of behavior problems. That is, teachers consider antecedent approaches and attempt to set the occasion for appropriate behavior to occur. This article will describe approaches for setting up antecedent classroom strategies designed to prevent problematic behavior and subsequently enhance classroom management plans.

Development of Management Support System for Property Management Enterprises  [PDF]
Shih-Tong Lu, Jiun-Yi Shiu, Dong-Shang Chang
Open Journal of Social Sciences (JSS) , 2014, DOI: 10.4236/jss.2014.29022

With the information technology developing, it makes the enterprises to use long-distance operation, video conference, intelligence management, electronic secretary, buildings automation, residents’ communication platform and customer service system and so on. Application of these systems will also be the electronic trend for property management enterprises (PMEs). Owing to the competition in real estate market and large-scale buildings construction, the services and managements of the property are crucial to the future survival in this industry. Therefore, PMEs need to adopt advanced information technology such as facility management systems to promote their services quality, improve operation efficiency, reduce personnel cost and create professional image for achieving high competitive ability. This study is devoted to the service items for the development of a management support system (MSS). Based on the service items of property management identified through the literature review, a hierarchical structure of three dimensions and twenty sub-items is constructed, and a systematic approach with consistent fuzzy preference relations (CFPR) was employed to assess the relative importance and ranking of these items. Discussion of the results is made and a brief conclusion is proposed.

Research on the Effective Management of Examination Reform  [PDF]
Tian Zhang, Man Liu, Zhuangwang Zang
Open Journal of Social Sciences (JSS) , 2014, DOI: 10.4236/jss.2014.210012
Abstract: Based on the scientific development concept of examination management, we establish an efficient, standardized examination management system, and build up the scientific and reasonable examination appraisement system. It can promote the learning and teaching through examination, and make the \"test\", \"teaching\" and \"learning\" harmonious and unified, to push forward the effective management reform of college examination.
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