Injazz J. Chen

Understanding customer relationship management (CRM): People, process and technology

Customer relationship management (CRM) is a combination of people, processes and technology that seeks to understand a companys customers. It is an integrated approach to managing relationships by focusing on customer retention and relationship development. CRM has evolved from advances in information technology and organizational changes in customer‐centric processes. Companies that successfully implement CRM will reap the rewards in customer loyalty and long run profitability. However, successful implementation is elusive to many companies, mostly because they do not understand that CRM requires company‐wide, cross‐functional, customer‐focused business process re‐engineering. Although a large portion of CRM is technology, viewing CRM as a technology‐only solution is likely to fail. Managing a successful CRM implementation requires an integrated and balanced approach to technology, process, and people.

Understanding supply chain management: critical research and a theoretical framework

Increasing global cooperation, vertical disintegration and a focus on core activities have led to the notion that firms are links in a networked supply chain. This strategic viewpoint has created the challenge of coordinating effectively the entire supply chain, from upstream to downstream activities. While supply chains have existed ever since businesses have been organized to bring products and services to customers, the notion of their competitive advantage, and consequently supply chain management (SCM), is a relatively recent thinking in management literature. Although research interests in and the importance of SCM are growing, scholarly materials remain scattered and disjointed, and no research has been directed towards a systematic identification of the core initiatives and constructs involved in SCM. Thus, the purpose of this study is to develop a research framework that improves understanding of SCM and stimulates and facilitates researchers to undertake both theoretical and empirical investigation on the critical constructs of SCM, and the exploration of their impacts on supply chain performance. To this end, we analyse over 400 articles and synthesize the large, fragmented body of work dispersed across many disciplines such as purchasing and supply, logistics and transportation, marketing, organizational dynamics, information management, strategic management, and operations management literature.

IT‐based services and service quality in consumer banking

This paper explores the impact of information technology (IT) on service quality in the consumer‐banking sector. It proposes a service quality model that links customer perceived IT‐based service options to traditional service dimensions as measured by SERVQUAL in the context of customer perceived service quality and customer satisfaction. The model also incorporates several variables affecting customers’ perceptions of IT‐based services, and was tested by a structural equation modeling approach using sample data collected from retail bank customers. The results indicate that IT‐based services have a direct impact on the SERVQUAL dimensions and an indirect impact on customer perceived service quality and customer satisfaction. The analyses also show that customers’ evaluations of IT‐based services are affected by their preference towards traditional services, experiences in using IT‐based services, and perceived IT policies.

Implementing enterprise resource planning (ERP) systems in small and midsize manufacturing firms

Enterprise resource planning systems, if implemented successfully, can bestow impressive strategic, operational and information‐related benefits to adopting firms. A failed implementation can often spell financial doom. Currently, most of the information about the failures and successes are based on reports on implementations in large manufacturing and service organizations. But enterprise resource planning vendors are now steadily turning their marketing sights on small and medium‐sized manufacturers. The time is ripe for researchers to gather, analyze and disseminate information that will help these firms to implement their projects successfully. This research adopts a multiple case study approach to investigate the implementation process in small and midsize manufacturing firms in the US. The research focuses on implementation activities that foster successful installations and are developed using information gleaned from our field studies of four projects. Avenues for future research are also suggested.

Planning for ERP systems: analysis and future trend

The successful implementation of various enterprise resource planning (ERP) systems has provoked considerable interest over the last few years. Management has recently been enticed to look toward these new information technologies and philosophies of manufacturing for the key to survival or competitive edges. Although there is no shortage of glowing reports on the success of ERP installations, many companies have tossed millions of dollars in this direction with little to show for it. Since many of the ERP failures today can be attributed to inadequate planning prior to installation, we choose to analyze several critical planning issues including needs assessment and choosing a right ERP system, matching business process with the ERP system, understanding the organizational requirements, and economic and strategic justification. In addition, this study also identifies new windows of opportunity as well as challenges facing companies today as enterprise systems continue to evolve and expand.

Investment justification of advanced manufacturing technology: An empirical analysis

Abstract This study surveys the usage of various justification activities in plants that have adopted advanced manufacturing technology (AMT). Relationships between the usage of these activities and the level of performance of AMT projects are also determined. Our findings suggest that justification approaches and justification criteria preference help to explain the adoption of the more integrated technologies. However, the number of functional departments involved in AMT justification activities is more effective in explaining project performance than the other justification activities. Our results also indicate that the majority of plants are not utilizing discounted cash-flow and probabilistic justification techniques. This study provides some insights into the formation of decision making teams for the justification process. Future research directions in this area are also suggested.

A Study of Price and Quality in Service Operations

Studies the relationship between perceived price and perceived quality for the three types of services, namely, pure, mixed, and quasi‐manufacturing classified by Chase and Tansik, and the relative importance of five dimensions of service quality identified by Parasuraman et al. Finds that the relationship between perceived price and the five dimensions of service quality appears to be very weak for pure and quasi‐manufacturing services, but is statistically significant for mixed service. Reliability dimension is statistically significant for all three types of service. Tangible dimension is a critical variable for mixed service while the empathy dimension is important for quasi‐manufacturing service. On the other hand, the relationship between perceived price and overall service‐quality is significant for quasi‐manufacturing service, but is weak for pure and mixed services.

EFFECTS OF LOADING AND ROUTEING DECISIONS ON PERFORMANCE OF FLEXIBLE MANUFACTURING SYSTEMS

Abstract Research has found that while flexibility is purported to be a prime advantage of flexible manufacturing systems (FMS), it has not yet become a major competitive priority for American and European manufacturers. Moreover, many installed systems either are not very flexible or do not use the available flexibility to the best advantages. We suspect that inappropriate application of the conventional production management concepts to FMS is one of the major factors that hinders current FMSs from capturing their key advantage: flexibility. This paper takes a first step to examine why the conventional job shop loading and fixed routeing concepts fail to capture the flexibility of FMS. Once problems are identified we suggest ways to exploit the FMS flexibility. We further conduct an experiment to investigate FMS performance under different manufacturing policies and operating conditions. The results indicate that the performance of an FMS greatly diminishes when the conventional job shop loading and fix...

Planning for advanced manufacturing technology

While some reports on successes of advanced manufacturing technologies (AMT) have been glowing, many companies have tossed millions of dollars worth of fancy equipment into their factories and wound up with little to show for it. It is becoming clear that many of the AMT failures today can be attributed to an inadequate planning process. Proposes a four‐stage research framework that addresses issues in: planning the manufacturing system; planning for an appropriate infrastructure; planning for new relationships with the external environment; and justifying investment in AMT. Assesses the strengths and weaknesses of selected contributions in each stage, and identifies gaps in knowledge where research is needed. The framework devised should help tomorrow’s research build on the past and increase the research’s acceptance by industry, since it draws on both research‐ and practitioner‐based literature along with findings of the field study.

Economic and strategic justification of AMT inferences from industrial practices

Abstract Organizations vary greatly in their approaches and success in justifying investment in advanced manufacturing technology (AMT). This study investigates usage of various justification approaches by US manufacturers and examines the impact of such practices on the ultimate performance of AMT projects. Responses from a survey mailed to 584 plants in the US were used to test four propositions concerning AMT justification practices. We first discover that the majority of plants are not utilizing the more sophisticated justification techniques that are being touted by many researchers. Significantly, firms using hybrid justification strategies which include both economic and strategic justification approaches were found to attain higher levels of success from their AMT projects than plants that used only one method. However, once a plant used a hybrid justification method, preference for either strategic or economic criteria had no impact on the level of success of the project. Not surprisingly, plants using the more complex manufacturing technologies were more likely to have multiple functional departments involved in the justification process. Finally, the composition of inter-departmental teams for planning, justification and installation activities have an impact on the success of the AMT project.