Amarolinda Zanela Saccol

What lies behind the concept of customer relationship management? Discussing the essence of CRM through a phenomenological approach

Several authors and consulting firms show statistics indicating that at least 50% of all CRM projects fail. Some of them attempt to point out a list of factors in order to guarantee successful CRM implementation and application. However, few people (either academics or practitioners) attempt to discuss or consider the essence of the idea of CRM. The main goal of this exploratory research is to discuss the CRM essence through a phenomenological approach. This paper assumes that one of the main reasons for CRM failure is the lack of understanding about the true meaning and implication of practices for managing the relationship with customers. Therefore, we need to question the essence of CRM itself and discuss the very concept of relationship. We claim that the idea of CRM involves very serious issues about institutions, roles, power and ethical values that have to be considered. In this article, we attempt to analyze the essence of relationship, trying to go beyond the common meaning of CRM. As the main results of this paper, we offer a critical reflection related to the different faces and aspects of the CRM phenomenon, not only as a matter of IT applications, but also as a strategy and even as an organizational philosophy

The Hospitality Metaphor as a Theoretical Lens for Understanding the ICT Adoption Process

The Hospitality Metaphor proposed by Ciborra represents an alternative view to the traditional models that describe the process of adopting information and communication technologies (ICT). This Metaphor helps us in considering social, behavioral and existential elements related to the adoption process, offering a critical and dialectical view of it. In this paper, we review the philosophical and methodological basis of this Metaphor and its main statements. We also apply it in analyzing a case of mobile ICT adoption. The application of the Hospitality Metaphor enables a clear understanding of this process as an incremental and open one in which social, existential and ‘mundane’ issues play a major role, and where technology reveals its dubious character, leading to unplanned results.

A ubiquitous learning model focused on learner interaction

Ubiquitous learning refers to learning supported by the use of mobile and wireless communication technologies, sensors and location/tracking mechanisms, that work together to integrate students with their environment. In this paper, we present a ubiquitous learning model called location and context-aware learning (LOCAL). The model is self-sufficient since it does not require complement of an ubiquitous middleware. Moreover, LOCAL uses location information and learner profiles in a generic approach, it was not designed to any specific kind of learning application. The main goal of the model consists in stimulating interaction among learners. The model was implemented and the initial results attest its usefulness. Two functionalities tests proved that LOCAL can be used to stimulate the learner interaction and to distribute contextualised learning objects. In a third test, LOCAL usefulness was positively evaluated by 20 individuals of a computer engineering undergraduate course.

A Framework for the Design of Ubiquitous Learning Applications

The article presents a framework for the design of ubiquitous learning applications that considers four main elements: the knowledge about learners profile and needs; the context (physical, temporal and social) that surrounds mobile learners; the educational paradigm or model considered and the possibilities and limitations of mobile and wireless technologies. The proposed framework is applied in the analysis of a case of development of a virtual learning environment designed to support the competence development of mobile workers. The design experience is detailed, showing lessons learned and indications for future research.

Innovation and adoption of mobile technology in public organizations: the IBGE case

The use of Mobile and Wireless Information Technologies (MWIT) for provisioning public services by a government is a relatively recent phenomenon. This paper evaluates the results of MWIT adoption by IBGE (The Brazilian Institute of Geography and Statistics) through a case study. In 2007, IBGE applied 82,000 mobile devices (PDAs) for data gathering in a census operation in Brazil. A set of challenges for a large scale application of MWIT required intensive work involving innovative working practices and service goals. The case reveals a set of outputs of this process, such as time and cost reductions in service provision, improved information quality, staff training and increased organizational effectiveness and agility.The use of Mobile and Wireless Information Technologies (MWIT) for provisioning public services by a government is a relatively recent phenomenon. This paper evaluates the results of MWIT adoption by IBGE (The Brazilian Institute of Geography and Statistics) through a case study. In 2007, IBGE applied 82,000 mobile devices (PDAs) for data gathering in a census operation in Brazil. A set of challenges for a large scale application of MWIT required intensive work involving innovative working practices and service goals. The case reveals a set of outputs of this process, such as time and cost reductions in service provision, improved information quality, staff training and increased organizational effectiveness and agility.

Mobile Learning in Organizations: Lessons Learned from Two Case Studies

M-learning has been tested and investigated in the last decade in different levels of education, from K12 to higher education. However, academic studies reporting concrete m-learning experiences in the corporate environment are still rare. Considering this gap of knowledge, this paper analyzes two cases of corporate m-learning using COMTEXT® a Mobile Virtual Learning Environment-MVLE, developed by the authors. It discusses the different elements involved in m-learning practices in organizations, including: 1 ergonomic, technological and pedagogical affordances; 2 limitations of mobile and wireless technology use in corporate m-learning; 3 methodologies and learning tools that can be applied; 4 the intricacies between the different types of mobility involved in m-learning activities in a corporate environment.

M-learning (mobile learning) in practice: a training experience with it professionals

This paper presents the results of a study that addresses the following question: what are the real possibilities of m-learning (mobile learning) for the development of individual competences and also for collaboration in the organizational setting? The paper analyzes a real experience in mlearning for training IT professionals. For this purpose a mobile virtual learning environment called COMTEXT was developed and implemented, which was designed to support competence development for workers using PocketPCs. The participants of the training activity (13 professionals) evaluated the m-learning experience via a structured questionnaire; all the content and interactions within COMTEXT were analyzed via content analysis. The results generated important insights into the ergonomic, technological and pedagogical possibilities and limitations of mobile and wireless technologies for corporate training and also on methodologies and learning tools that can be applied to m-learning. As an exploratory study, it also indicates issues for further research on m-learning in the organizational context.

EDUCAÇÃO CORPORATIVA EM PEQUENAS E MÉDIAS EMPRESAS DO SETOR DE SOFTWARE: UM ESTUDO EXPLORATÓRIO

The development of professional competences is one of the challenges faced by technology-based companies, situated in an environment that evolves rapidly and steadily. This scenario is particularly valid for the software industry, since professionals’ qualification is an essential element for their survival in the market. One of the main obstacles to its growth is the lack of qualified professionals, not only in terms of technical knowledge, but also in terms of skills and attitudes that are essential to the concept of competence. Considering the importance of this sector, this paper aims to identify and to analyze the challenges faced by small and medium size software enterprises in their processes of corporate education. The research method included participatory research in a medium size software company and interviews with experts, managers of industry representative organizations and technology centers located in the state of Rio Grande do Sul (Brazil). The main research results show that most of the software companies in the researched context do not have or have only scarce financial resources for investment in human resources management. Thus, most such companies do not have a systematic planning of actions that allow them to align future goals with the development of their professionals. Most of the medium/small size software companies do not promote corporate education due to lack of knowledge on this subject and also due to lack of financial resources and trained personnel to conduct projects or programs according to this logic. Finally, the results show that universities still do not address the needs of professional training for the software industry in the researched context. Actions are needed in order to strengthen the relationship between companies and educational institutions, to accomplish an effective development of professionals that can contribute to the software sector competitiveness.

Innovación y adopción de tecnología móvil en organizaciones públicas: el caso IBGE

The use of Mobile and Wireless Information Technologies (MWIT) for provisioning public services by a government is a relatively recent phenomenon. This paper evaluates the results of MWIT adoption by IBGE (The Brazilian Institute of Geography and Statistics) through a case study. In 2007, IBGE applied 82,000 mobile devices (PDAs) for data gathering in a census operation in Brazil. A set of challenges for a large scale application of MWIT required intensive work involving innovative working practices and service goals. The case reveals a set of outputs of this process, such as time and cost reductions in service provision, improved information quality, staff training and increased organizational effectiveness and agility.The use of Mobile and Wireless Information Technologies (MWIT) for provisioning public services by a government is a relatively recent phenomenon. This paper evaluates the results of MWIT adoption by IBGE (The Brazilian Institute of Geography and Statistics) through a case study. In 2007, IBGE applied 82,000 mobile devices (PDAs) for data gathering in a census operation in Brazil. A set of challenges for a large scale application of MWIT required intensive work involving innovative working practices and service goals. The case reveals a set of outputs of this process, such as time and cost reductions in service provision, improved information quality, staff training and increased organizational effectiveness and agility.

Inovação e adoção de tecnologia móvel em organizações públicas: o caso IBGE

The use of Mobile and Wireless Information Technologies (MWIT) for provisioning public services by a government is a relatively recent phenomenon. This paper evaluates the results of MWIT adoption by IBGE (The Brazilian Institute of Geography and Statistics) through a case study. In 2007, IBGE applied 82,000 mobile devices (PDAs) for data gathering in a census operation in Brazil. A set of challenges for a large scale application of MWIT required intensive work involving innovative working practices and service goals. The case reveals a set of outputs of this process, such as time and cost reductions in service provision, improved information quality, staff training and increased organizational effectiveness and agility.The use of Mobile and Wireless Information Technologies (MWIT) for provisioning public services by a government is a relatively recent phenomenon. This paper evaluates the results of MWIT adoption by IBGE (The Brazilian Institute of Geography and Statistics) through a case study. In 2007, IBGE applied 82,000 mobile devices (PDAs) for data gathering in a census operation in Brazil. A set of challenges for a large scale application of MWIT required intensive work involving innovative working practices and service goals. The case reveals a set of outputs of this process, such as time and cost reductions in service provision, improved information quality, staff training and increased organizational effectiveness and agility.