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Using Multivariate Statistics

According to W. Edwards Deming, American companies require nothing less than a transformation of management style and of governmental relations with industry. In Out of the Crisis, originally published in 1982, Deming offers a theory of management based on his famous 14 Points for Management. Management's failure to plan for the future, he claims, brings about loss of market, which brings about loss of jobs. Management must be judged not only by the quarterly dividend, but by innovative plans to stay in business, protect investment, ensure future dividends, and provide more jobs through improved product and service. In simple, direct language, he explains the principles of management transformation and how to apply them.

Out of the Crisis

How has Japan become a major economic power, a world leader in the automotive and electronics industries? What is the secret of their success? The consensus has been that, though the Japanese are not particularly innovative, they are exceptionally skilful at imitation, at improving products that already exist. But now two leading Japanese business experts, Ikujiro Nonaka and Hiro Takeuchi, turn this conventional wisdom on its head: Japanese firms are successful, they contend, precisely because they are innovative, because they create new knowledge and use it to produce successful products and technologies. Examining case studies drawn from such firms as Honda, Canon, Matsushita, NEC, 3M, GE, and the U.S. Marines, this book reveals how Japanese companies translate tacit to explicit knowledge and use it to produce new processes, products, and services.

The knowledge-creating company : how Japanese companies create the dynamics of innovation

to many, however, it constantly appears as an instructional problem. The final two chapters serve as excellent summary statements. Chapter 13 emphasizes the application of previous text material to the classroom situation. Of great significance is the author's discussion of commonly defined independent, dependent, and moderator variables. The final chapter focuses on evaluation in the overall sense, particularly as it relates to programs of study. The principles of measurement and research design are applied to the evaluation process through several ex-

Educational Research: Competencies for Analysis and Application:

Building Leadership Effectiveness This program encourages leaders to develop practices that transform values into action, vision into realities, obstacles into innovations, and risks into rewards. Participants will be introduced to the five practices of exemplary leadership: modeling the way, inspiring a shared vision, challenging the process, enabling others to act, and encouraging the heart Coaching & Communicating for Performance Coaching & Communicating for Performance is a highly interactive program that will give supervisors and managers the opportunity to build skills that will enable them to share expectations and set objectives for employees, provide constructive feedback, more effectively engage in learning conversations, and coaching opportunities. Skillful Conflict Management for Leaders As a leader, it is important to understand conflict and be effective at conflict management because the way conflict is resolved becomes an integral component of our university’s culture. This series of conflict management sessions help leaders learn and put into practice effective strategies for managing conflict.

기독교 사역과 Leadership

Purpose – The purpose of this paper is to examine the joint effect of entrepreneurial orientation (EO) and total quality management (TQM) on the organizational performance. In addition, this study aimed to examine the ability of TQM to transmit the effect of EO on the organizational performance. Design/methodology/approach – To examine the hypothesized model of the study, the survey questionnaire research design was employed. The data were collected from Dubai police department. The total number of questionnaires distributed was 320 out of which only 111 usable questionnaires were returned. The structural equation modeling partial least squares approach was used. Findings – The statistical results confirmed the effect of EO and TQM on the organizational performance. In addition, TQM was found to partially mediate the effect of EO on organizational performance. Practical implications – Further details and valuable implications of this study were discussed throughout the study. The results of this study hav...

The mediating role of total quality management between the entrepreneurial orientation and the organizational performance

Purpose




The purpose of this paper is to examine the combined roles that perceived usefulness (PU), perceived ease of use, perceived security and hedonic motivation play on the adoption of e-banking. It also aims to determine the ability of hedonic motivation to transfer the effect of other determinants of e-banking adoption.




Design/methodology/approach




In order to empirically test the conceptual model of this study, data were collected from the users of e-banking in Nigeria. A total of 266 questionnaires were analyzed using partial least square structural equation modeling.




Findings




The empirical results revealed a significant and positive relationship between PU, perceived security and e-banking adoption. The same result was found to be applicable to the relationship between PU, perceived ease of use, perceived security and hedonic motivation. However, support was not found for the relationship between perceived ease of use and adoption of e-banking. Hedonic motivation plays a mediating role between PU, perceived security and e-banking adoption. The study did not find a mediating effect of hedonic motivation between perceived ease of use and e-banking adoption.




Practical implications




The results of this study provide insights for banking practitioners to know which aspect of e-banking to improve and to aid with policies that will increase adoption. Furthermore, improvements in hedonic motivation will also significantly increase adoption of e-banking.




Originality/value




This study is one of the pioneer studies that tests the mediating influence of hedonic motivation.

The mediating role of hedonic motivation on the relationship between adoption of e-banking and its determinants

Summary This research aims at developing a conceptual framework and valid prepositions on the impacts of Customer Relationship Management (CRM) dimensions on call center performance. The researchers primarily used qualitative approach that involves initial qualitative interview and detailed literature reviews of academic literatures and industry reports on CRM and customer contact centers. Evidence from the extant literatures and the call center managers interviewed suggested that there exist positive relationship between CRM dimensions, perceived service quality, inbound first call resolution and caller satisfaction. Based on these findings, this study proposed a conceptual framework through which the impact of CRM on inbound call center performance can be measured. Given that this paper is based on qualitative approach, there is need to embark on empirical data gathering to validate the conceptual model presented. Very important in this research is that it avails academics the knowledge of the theoretical linkages that exist between CRM dimensions and inbound call center operations. It equally provides opportunity to the contact center management on the benefits that are inherent in measuring the impact of CRM dimensions on perceived service quality, inbound first call resolution and caller satisfaction.

The impact of CRM Dimensions on Call Center Performance

Malaysian Small Medium Enterprises (SMEs) are vital components of the country's economic development. This paper assessed the relationship between market orientation critical success factors and Malaysian SMEs performance. Data were collected via mail survey employing the simple random sampling procedure. A total of 140 SMEs responses to this study. The findings revealed mix relationship among the components of market orientation critical success factors in SMEs performance. Two factors, specifically, customers focus and market dissemination was found to have significant relationships with SMEs performance. On the other hand, the other factors, namely market intelligence and responsiveness did not indicate significant influence on the SMEs performance. Consequently, the result of this study has significant impact to SMEs owners in forwarding organizational excellence. For SMEs to contribute significantly to the realization of the long term business and industrial competitiveness of the country, they need to focus on any activities that related to the market orientation critical success factors.Keywords: Market Orientation; Small Medium Enterprise (SME); Performance; Malaysia.1. INTRODUCTIONSMEs in Malaysia has evolved to become key supplier and service provider to large corporation, inclusive of multinational and transnational corporation. Most of these SMEs are in the service sector, particularly in retail, restaurant and wholesale businesses. SMEs successfully contributed 56 percent of employment creation and 19 percent for national export (National SME Development Council, 2010). Furthermore, as reported in the SMEs Annual Report 2009/2010, SMEs sector contributes 31 percent of real gross domestic product (GDP). At the same time, there are wide recognitions in the literature about the challenges and barriers facing Malaysian SMEs to face arising hurdles from globalization, liberalization and extensive organizational, institutional and technological changes (Hall, 2002; Moha, 1999; Wang, 2003). One of the most challenging issues for SMEs to confront in any industries is economic turbulence. Recession, rising fuel prices and other raw material are some of the major factors impacting SMEs businesses (2011; "SME urge domestic," 2008).Although research on SMEs in Malaysia has attracted an increase in attention due to the importance of SMEs in contributing to the economy, it has been argued that studies on SME in Malaysia are still limited in scope and fragmented in nature (Hashim & Ahmad, 2005). The focus is mainly on reporting and describing the general profile of SMEs such as owners' characteristics, problems and the assistance provided by the government to the SMEs. Research on SMEs has neglected the applicability of modern management theory to SMEs This is probably due to the argument that small enterprises are more difficult to study since there is a lack of a clear structure and procedures recorded; hence, offering a wide area of topics to investigate (Curran & Blackburn, 2001). Thus, it is proposed that future research on SMEs should consider various management disciplines as 'there have been limited attempts to study SMEs from this perspective in the Malaysian context (Hashim & Ahmad, 2005).One of the important management areas, which are still limited research on it, is marketing management particularly in SMEs sector. Studies have identified organizations thatare orientedd towards market orientation have been recognized to influence on organisational performance and indirectly enhance competitive advantage. Similarly, numerous studies have linked marketing oriented organisation as an approach that can contribute to organisational performance (Jaworski & Kohli, 1993; Narver & Slater, 1990; Pelham & Wilson, 1996; Pitt, Caruana, & Berthon, 1996; Slater & Narver, 1994a; SME Corp, 2010). However, despite the importance of these sources of competitive advantage, there are limited studies that examine these management strategies together particularly in the context of small medium sized enterprises. …

KEY ELEMENTS OF MARKET ORIENTATION ON MALAYSIAN SMEs PERFORMANCE

There have always been conflicting findings with respect to the effects of organizational culture on sustainable construction, suggesting the need for a moderator variable.Drawing on the resource-based view theory, this study examines the moderating effects of government support on the relationships between adhocracy culture, market orientation and sustainable construction among 172 large contractors in Malaysia, using a 61 item instrument. Both mailed and personally administered survey methods with structured questionnaires were used to collect the data. Using a partial least squared - structural equation modelling for the data analysis, we found a significant positive relationship between the adhocracy culture and sustainable construction. Similarly, the results also indicated that market orientation had a significant positive relationship with sustainable construction.The study also found a significant but negative relationship between government support and sustainable construction.As expected, government support was found to moderate the relationship between adhocracy culture and sustainable construction, while an insignificant interaction effect was found between market orientation and sustainable construction. Implications for practice and future research were also discussed.

Rushami Zien Yusoff

Papers

The mediating role of total quality management between the entrepreneurial orientation and the organizational performance

The mediating role of hedonic motivation on the relationship between adoption of e-banking and its determinants

The impact of CRM Dimensions on Call Center Performance

KEY ELEMENTS OF MARKET ORIENTATION ON MALAYSIAN SMEs PERFORMANCE

Does government support matter? Influence of organizational culture on sustainable construction among Malaysian contractors