Purpose – Processes in customer relationship management (CRM) are classified as knowledge-intensive processes. This paper seeks to provide a framework for knowledge management (KM) support of CRM processes and to show how this framework was applied in three action research cases. Design/methodology/approach – In a long-term cooperation with several leading companies the authors developed a fram...

BACKGROUND Many studies have shown the effectiveness of self-management for patients with asthma. In particular, possession and use of a written asthma action plan provided by a doctor has shown to significantly improve patients' asthma control. Yet, uptake of a written asthma action plan and preventative asthma management is low in the community, especially amongst adults. OBJECTIVE A Web-ba...

in vietnam, municipal solid waste (msw) has being become increasing complex due to variety of reasons as the increasing quantity, changing composition of msw, rising public awareness and municipal administration policies among different cities and surrounding communities. there is not currently an efficient management system in place for facilities such as storage, collection, transfer, tran...

“Strategy implementation” is an inseparable part of strategic management process. Transformation strategies to typical operations and daily functions of staff exert a significant role in organization success. Balanced scorecard (BSC) and strategy map help senior managers to perfectly implement and monitor the accomplishment of the strategies by transforming strategies into operational programs....

Research in the planning community has focused on improving plan generators to produce better, more efficient plans faster. However, the environments in which these plans are usually executed are highly dynamic and even the best plans cannot account for unforeseen circumstances. Additionally, the decision-making processes are still handled by human operators, rendering fully automated approache...

Conventional techniques for project planning make the flawed assumption that all activities and relations are known and can be planned a priori. Iteration models show that iteration is a fundamental aspect of novel projects, but they also assume all activities and interactions are known. Of course, some kind of hypothesized project baseline (plan) is required for management. Such plans are ackn...