Luciano Batista

Boosting government reputation through CRM

Purpose – The objective of this paper is to point out the potentialities of customer relationship management (CRM) in the building of government reputation by raising key aspects of corporate reputation theory that can be strengthened by similar CRM strategic orientations and supported by the deployment of CRM solutions.Design/methodology/approach – From a public sector perspective, the authors develop a comparative approach to corporate reputation and CRM premises, concepts, and practices. They draw aspects from both theories that can enable the building and management of corporate reputation in the public sector with the support of CRM solutions.Findings – Challenging the popular criticism that most public agencies and departments are bureaucratic, slow, and incapable of taking immediate action, governments are striving to revert this negative image by adopting new business approaches and applying new information technologies to optimize their processes. In this context, CRM has a potential value to ful...

The systemic perspective of service processes: underlying theory, architecture and approach,

As competition in the service industry grows, delivering high-quality service to meet customers’ needs and expectations becomes paramount. In order to achieve a thorough understanding of customers, companies are increasingly adopting Customer Relationship Management (CRM) initiatives. However, CRM does not have the process vision necessary to cope with complex and cross-functional processes. This problem is better handled by Business Process Management (BPM) initiatives, which, by their turn, struggle to built-in customer intelligence in their systems. Based upon systems theory, we discuss the roles of CRM and BPM in an integrated approach to deliver customer fulfillment. As the evolution of service-oriented approaches requires us to consider both customer interactions and experiences as key elements of service processes, we present a broader perception of service processes involving these two perspectives. Also, we discuss the architecture of a customer-facing system comprising customer processes that are aimed at better dealing with customer interactions.

Translating trade and transport facilitation into strategic operations performance objectives

Purpose – Trade and transport facilitation is a challenging area for international logistics and supply chains. A major problem in the area is the lack of a specific framework to support measurement and analyses of performance aspects concerning border‐crossing operations. The purpose of this study was to develop a framework for the area comprising strategic performance objectives of operations.Design/methodology/approach – The framework derived from a theoretical and empirical basis. The empirical method involved a Delphi study with 11 experts with recognised knowledge in the area of international logistics and supply chain. The framework was validated through a substantive validity test conducted in a pilot study with 20 managers from organisations operating in a major international seaport overseas.Findings – The study developed a framework structured by critical operations performance factors operationalised in terms of trade and transport facilitation aspects.Research limitations/implications – The f...

Translating Customer-Focused Strategic Issues into Operational Processes Through CRM - A Public Sector Approach

In spite of doubts and misunderstandings regarding CRM implementation in the government context, its adoption has been significantly growing in the last years. Different initiatives have been uncovering CRM benefits for government. Such as benefits may potentially enhance government responsiveness and acceptance by society. In this paper we address the issue of what makes CRM different from other existing solutions and approaches towards customers. We also further analyze the importance of customer-focused strategies for government and which CRM functionalities are being exploited in order to improve organizational performance and relationships with stakeholders. Different dimensions of CRM are briefly mentioned in order to provide a better understanding of its scope and concepts.

In search of a circular supply chain archetype – a content-analysis-based literature review

Abstract This paper addresses questions of how extant research discourses concerning the sustainability of supply chains contribute to understanding about circularity in supply chain configurations that support restorative and regenerative processes, as espoused by the Circular Economy ideal. In response to these questions, we develop a content-based literature analysis to progress theoretical body of knowledge and conceptualise the notion of a circular supply chain. We derive an archetypal form from four antecedent sustainable supply chain narratives – ‘reverse logistics’, ‘green supply chains’, ‘sustainable supply chain management’ and ‘closed-loop supply chains’. This paper offers five propositions about what the circular supply chain archetype represents in terms of its scope, focus and impact. Novel insights lead to a definition of circular supply chain and a more coherent foundation for future inquiry and practice.

Supply chain operations for a circular economy

Abstract This editorial piece introduces the aim and content of the special issue on Supply Chain Operations for a Circular Economy. We initially provide an overview of the special issue themes and related inter-disciplinary topics. A summary of the accepted papers is presented in terms of the specific topics they address and their main contributions to the domain of supply chain operations. The discussions illustrate a breadth of theoretical perspectives and practical approaches considered by the academic community in addressing real world phenomena related to this special issue. The editorial piece concludes by identifying future research directions that seek to develop knowledge and understanding about circular economy operations, principles, praxis and theoretical advances.

Translating customer-focused strategic issues into operational processes through CRM - A public sector approach

The paper discusses, mainly on a principal and general level, answers to the question: To what questions about democracy is Information Technology (IT) the answer? Parliamentary-centred democratic procedures, in a newsmediasaturated society, generate less and less enthusiasm among citizens. There’s no evidence that people are turning anti-democratic, but opinion polls in both western Europe and North America show that in practically all countries, citizens feel gradually more detached from the established political process. Political reality seems to be moving further and further away from the ideals of democracy as described in political science textbooks. Although IT could be designed to support democratic procedures by which citizens could regain the political power they obviously feel they have lost, this is not happening. Electronic Democracy is very little about electronics, and very much about democratic reform – about power.

Business Models in the Circular Economy and the Enabling Role of Circular Supply Chains

Despite the growing recognition of the benefits promoted by new business initiatives in the circular economy, little is currently understood about the eco-innovative features of the new business models in this context and the enabling role of “circular” supply chains supporting such models. This chapter offers theoretical propositions that describe fundamental features of a circular supply chain archetype in terms of scope, focus and impact. Novel insights lead to a formal definition of circular supply chain and a more coherent foundation for future inquiry and practice. A discussion of key “circularity” aspects of business models provides a practical illustration of both the theoretical concepts addressed in the chapter and real-life business examples of circular economy praxis.