Dotun Adebanjo

Classifying and selecting e‐CRM applications: an analysis‐based proposal

The application of technology to customer relationship management (CRM) initiatives (e‐CRM) is one of the fastest growing technological developments. However, there is sufficient evidence to show that many CRM initiatives do not achieve the desired result. One of the reasons for this is the lack of clarity that surrounds the classification and selection considerations of CRM applications. Identifies and discusses key factors that need to be considered when electronic CRM solutions are to be implemented. Among other findings, proposes perspectives from which e‐CRM implementation may be viewed in addition to identifying three integration dimensions applicable to e‐CRM solutions. Concludes that, while e‐CRM applications could enhance the delivery of a CRM strategy, such applications should be chosen carefully to fit in with organisational culture, process and legacy IT systems. The financial and human resource cost as well as the amount of time required for implementation of a CRM application should also be key factors in the selection of e‐CRM applications.

Green supply chain management practices and performance

Purpose – The purpose of this study is to examine the deployment of pro‐active and re‐active practices in the implementation of green supply chain management (GSCM) and analyze their impact on environmental, economic, and intangible performance by considering business strategy as organizational focus.Design/methodology/approach – Data were collected from a sample of 190 ISO 14001 certified manufacturing companies in Thailand and used to test the research hypotheses. Factor analysis was used to examine the construct validity while multivariate linear regression was used to test criteria validity.Findings – The threat of legislation and regulation (re‐active practices) was a consideration that resulted in companies enhancing their environmental, economic, and intangible performance. Reverse logistics practices (pro‐active practices) had low levels of adoption and do not have a significant impact on GSCM performance.Research limitations/implications – This study did not consider some aspects of organizationa...

An investigation of the adoption and implementation of Benchmarking

Purpose – The purpose of this paper is to use survey data collected from 453 respondents, from over 40 countries, to determine the current levels of use of benchmarking as an improvement technique. It identifies where and how benchmarking is implemented within organisations and compares the popularity of benchmarking against other improvement tools. Finally, it provides an evidence based opinion on whether benchmarking is a fad or an established management technique.Design/methodology/approach – An on‐line questionnaire was used to collect data. The questionnaire was translated into five languages and promoted by the Global Benchmarking Network, a network of benchmarking competency centres, representing 21 countries. The data were then analysed using SPSS statistical software.Findings – The analysis suggests that benchmarking (informal and formal) is used by a majority of organisations although best practice benchmarking is only used by a core minority. Benchmarking effectiveness compares favourably with ...

An investigation of quality culture development in UK industry

Describes results of research at the University of Liverpool into the level of quality culture development in UK manufacturing industries. The study identified the important factors that influence the development of a culture that complements total quality implementation. These factors are the basis for the development of a framework to assist in culture change. The research approach consisted of a questionnaire survey and structured interviews in industrial organisations to examine development in the identified areas of quality culture – senior management leadership, employee involvement and empowerment, customer focus, supplier partnership, teamwork, effect of CEO and open corporate culture. The research results provide an understanding of the vital relationships between quality culture and the activities undertaken by organisations, and serve as a guide for the development of a much desired but often elusive organisational culture.

Identifying problems in forecasting consumer demand in the fast moving consumer goods sector

The ability to forecast consumer demand accurately is of great importance to companies in the consumer market. The food industry, in particular, views consumer availability as the cornerstone of their business. However, many companies concede that their forecasting process does not perform as well as they would wish. A group of forecasting and demand managers from some of the leading UK food companies, with the support of Leatherhead Food RA, examined the problems associated with their functions over an 18‐month period. This paper presents the key findings from their collaborative work.

An evaluation of quality culture problems in UK companies

Although cultural change is recognised as important to total quality improvement, many manufacturing companies fail to achieve the level of change desired. One primary reason for this is the inability to fully understand where their problems lie and the nature of these problems. Research was undertaken into seven elements of quality culture ‐ senior management leadership, employee involvement and empowerment, supplier partnership, customer focus, teamwork, effect of chief executive and open corporate culture. Questionnaires and structured interviews in 166 UK manufacturing companies provided the required information on cultural change problems. An evaluation of cultural problems and the targeting of areas for change was better understood from the survey results.

Understanding demand management challenges in intermediary food trading: a case study

Purpose – The purpose of this paper is to present the findings of a study into demand management practices in a trading organisation. It aims to bring together a number of key principles, including forecasting, promotions management and power, and examine how they impact the operations of the organisation. On the basis of its findings, the paper also aims to propose a framework for efficient use of forecasting resources.Design/methodology/approach – A single case study approach was used. Iteratively designed semi‐structured interviews with different departments were used to identify the key challenges facing the organisation. Data analysis was then used to confirm some of the issues and identify emerging issues in the industry.Findings – Intermediary trading organisations in the UK food industry occupy a vulnerable position in their supply chains. For promotional products, in particular, the supply chains are characterised by unmatchable upstream‐downstream lead times and little flexibility in demand and ...

A Study Of Quality Management Practices In Tqm And Non-Tqm Firms Findings From The Asean Automotive Industry

Purpose – The primary objective of this research is to explore whether total quality management (TQM) firms execute various quality management practices significantly differently from non‐TQM firms in the Association of South East Asian Nations (ASEAN) automotive supply chain. The study also aims to analyze differences between different tiers of this supply chain and to examine the relationship between the implementation of quality management systems and adoption of TQM.Design/methodology/approach – A total of 165 datasets collected from ASEAN automotive Original Equipment Manufacturers (OEMs) and their tier 1 and 2 suppliers in five ASEAN countries were tested by using cross‐tabulation analysis and ANOVA with post hoc test.Findings – The results show that firms that have successfully implemented the concept of work standardization or process‐approach through quality management systems (QMS) certification have tended to pursue TQM as the subsequent stage in their quality journey. In addition, the study fo...

An evaluation of factors influencing teamwork and customer focus

Teamwork and customer focus are important aspects of total quality. The research described in the paper investigated change agents and activities that affect development of these areas. Effects of human motivation and work attitude factors on teamwork and customer focus were investigated using questionnaires and structured interviews involving more that 150 companies. Companies were differentiated into TQ‐practising and non‐TQ‐practising organisations. Preliminary findings indicated poor levels of teamwork and an inability to achieve a breakthrough in customer focus. An analysis of results led to the determination of the vital change agents enabling development in the two areas. A framework involving a description of change activities was developed to assist companies in the development of customer focus and teamwork.

A case study of supplier selection in developing economies: a perspective on institutional theory and corporate social responsibility

Purpose – The purpose of this paper is to present the findings of supplier selection activities in a service sector organisation in Nigeria. It aims to examine the role of normative forces within the context of Institutional Theory.Design/methodology/approach – A single case study approach was used. Action research utilising participant observation was used in data collection. Descriptive and inferential statistical analysis was carried out using SPSS.Findings – Criteria relating to corporate social responsibility (CSR) proved to be a significant weakness for Nigerian suppliers, as most of the bidding organisations were unable to show evidence of, for example, payment of taxes and insurance for their employees. However, suppliers of services, in general, performed better than suppliers of products.Practical implications – Suppliers of products and services in Nigeria need to improve their performance with respect to CSR in particular. As most of these organisations are small businesses, they had previousl...