30 Process improvements to streamline contracting processes are often not undertaken because of the misconception that federal and agency-specific acquisition regulations are impediments. That misconception results from a desire to maintain acquisition integrity through the application of sometimes stringent standards and detailed processes, even when regulations and directives provide guidance...

IT professionals are finding that more of their IT investments are being measured against a knowledge management (KM) metric. Those who want to deploy foundation technologies such as groupware, CRM or decision support tools, but fail to justify them on the basis of their contribution to KM, may find it difficult to get funding unless they can frame them within the KM context. Determining KM's p...

Section 3: The Service Revolution 10 3.1 Service visions and ambitions 10 3.2 Service developments 11 3.3 Transition to total service providers 14 3.4 Factors affecting transition 17 3.4.1 Communicating the through-life service vision 18 3.4.2 The level of business conducted under through-life-type contracts 18 3.4.3 Maturity of lean implementation 19 3.5 The increased strategic importance of C...

With the advent of Internet technology, it is now feasible to provide effective and efficient help desk service over the global Internet to meet customers' requirements and satisfaction. In this research, we have designed and developed a Web-based intelligent help desk support environment, WebHotLine, to support the customer service centre of a large multinational corporation in the electronics...

Web-based self-service has emerged as an important strategy for providing preand post-sales customer support. Yet, there is a dearth of theoretical or empirical research concerning the organisational, customer-oriented, knowledge-based, and employee-oriented factors that enable web-based self-service systems (WSS) to be successful in a competitive global marketplace. In this paper, we describe ...

In sequential pattern mining, the support of the sequential pattern for the transaction database is defined only by the fraction of the customers supporting this sequence, which is known as the customer support. In this paper, a new parameter is introduced for each customer, called as repetition support, as an additional constraint to specify the minimum number of repetitions of the patterns by...

While e-commerce is experiencing increasing sales, stationary retail losing customers. One way to address this problem digitally support the advantages of and offer new services customer. Following a Design Science Research approach, we present two consecutive design cycles in which propose an emotion-based information system (IS) interaction between customers sales personnel. cycle 1 focuses o...