Showing papers by "Cranfield University published in 2005"

A Strategic Framework for Customer Relationship Management

Abstract: In this article, the authors develop a conceptual framework for customer relationship management (CRM) that helps broaden the understanding of CRM and its role in enhancing customer value and, as a result, shareholder value. The authors explore definitional aspects of CRM, and they identify three alternative perspectives of CRM. The authors emphasize the need for a cross-functional, process-oriented approach that positions CRM at a strategic level. They identify five key cross-functional CRM processes: a strategy development process, a value creation process, a multichannel integration process, an information management process, and a performance assessment process. They develop a new conceptual framework based on these processes and explore the role and function of each element in the framework. The synthesis of the diverse concepts within the literature on CRM and relationship marketing into a single, process-based framework should provide deeper insight into achieving success with CRM strategy...

Carbon losses from all soils across England and Wales 1978-2003

Abstract: More than twice as much carbon is held in soils as in vegetation or the atmosphere, and changes in soil carbon content can have a large effect on the global carbon budget. The possibility that climate change is being reinforced by increased carbon dioxide emissions from soils owing to rising temperature is the subject of a continuing debate. But evidence for the suggested feedback mechanism has to date come solely from small-scale laboratory and field experiments and modelling studies. Here we use data from the National Soil Inventory of England and Wales obtained between 1978 and 2003 to show that carbon was lost from soils across England and Wales over the survey period at a mean rate of 0.6% yr(-1) (relative to the existing soil carbon content). We find that the relative rate of carbon loss increased with soil carbon content and was more than 2% yr(-1) in soils with carbon contents greater than 100 g kg(-1). The relationship between rate of carbon loss and carbon content is irrespective of land use, suggesting a link to climate change. Our findings indicate that losses of soil carbon in England and Wales--and by inference in other temperate regions-are likely to have been offsetting absorption of carbon by terrestrial sinks.

Supply chain risk management: Understanding the business requirements from a practitioner perspective

Abstract: – This paper seeks to understand business requirements for supply chain risk management (SCRM) from a practitioner perspective., – Based on the findings from an exploratory quantitative survey and qualitative focus group discussions with supply chain managers, some issues of SCRM are derived and structured along the three conceptual levels of “philosophy”, “principles” and “processes”., – The survey showed that 44 per cent of all eight responding companies expect the vulnerability of their supply chains to increase in the next five years. However, the concept of SCRM is still in its infancy., – The paper contributes to our knowledge on SCRM by presenting the business requirements from a practitioner perspective and by deriving a structure for an integrated approach to SCRM which can guide further research.

The evolution of performance measurement research: Developments in the last decade and a research agenda for the next

Abstract: Purpose – This paper provides an update of Neely et al.'s (1995) literature review “Performance measurement system design”. It was commissioned to appear in a special issue of the International Journal of Operations & Production Management to celebrate the journal's 25th anniversary.Design/methodology/approach – The paper employs a citation/co‐citation analysis of work in the field of performance measurement to explore developments in the field globally.Findings – The paper argues that scholars working in the field of performance measurement agree about the key research questions despite the fact that they come from different disciplinary backgrounds. The paper identifies the key contributors to the field based on a citation/co‐citation analysis and argues that the field is now entering a phase of empirical investigation and theoretical verification of some core concepts.Research limitations/implications – The research reported in the paper is limited to work that deals directly with performance measureme...

Theory, developments and applications of optical coherence tomography

Abstract: In this paper, we review the developments in optical coherence tomography (OCT) for three-dimensional non-invasive imaging. A number of different OCT techniques are discussed in some detail including time-domain, frequency-domain, full-field, quantum and Doppler OCT. A theoretical treatment is given and some relevant comparisons made between various implementations. The current and potential applications of OCT are discussed, with close attention paid to biomedical imaging and its metrological issues.

Fine-grained sediment in river systems : Environmental significance and management issues

Abstract: Fine-grained sediment is a natural and essential component of river systems and plays a major role in the hydrological, geomorphological and ecological functioning of rivers. In many areas of the world, the level of anthropogenic activity is such that fine-grained sediment fluxes have been, or are being, modified at a magnitude and rate that cause profound, and sometimes irreversible, changes in the way that river systems function. This paper examines how anthropogenic activity has caused significant changes in the quantity and quality of fine-grained sediment within river systems, using examples of: land use change in New Zealand; the effects of reservoir construction and management in different countries; the interaction between sediment dynamics and fish habitats in British Columbia, Canada; and the management of contaminated sediment in USA rivers. The paper also evaluates present programmes and initiatives for the management of fine sediment in river systems and suggests changes that are needed if management strategies are to be effective and sustainable. Copyright © 2005 John Wiley & Sons, Ltd.

Making Customer Relationship Management Work: The Measurement and Profitable Management of Customer Relationships

Abstract: Customer relationship management (CRM) is perceived to be failing, and there is an urgent need for some practical ways to address this issue. The research presented in this article demonstrates that the implementation of CRM activities delivers greater profits. Using calculations of the lifetime value of customers in two longitudinal case studies, the research finds that customer management strategies change as more is discovered about the value of the customer. These changes lead to better firm performance. The contribution of this article is to show that CRM works and that a relatively straightforward analysis of the value of the customer can make a real difference.

Offshore renewable energy - ecological implications of generating electricity in the coastal zone.

Abstract: Summary 1Global-scale environmental degradation and its links with non-renewable fossil fuels have led to an increasing interest in generating electricity from renewable energy resources. Much of this interest centres on offshore renewable energy developments (ORED). The large scale of proposed ORED will add to the existing human pressures on coastal ecosystems, therefore any ecological costs and benefits must be determined. 2The current pressures on coastal ecology set the context within which the potential impacts (both positive and negative) of offshore renewable energy generation are discussed. 3The number of published peer-review articles relating to renewable energy has increased dramatically since 1991. Significantly, only a small proportion of these articles relate to environmental impacts and none considers coastal ecology. 4Actual or potential environmental impact can occur during construction, operation and/or decommissioning of ORED. 5Construction and decommissioning are likely to cause significant physical disturbance to the local environment. There are both short- and long-term implications for the local biological communities. The significance of any effects is likely to depend on the natural disturbance regime and the stability and resilience of the communities. 6During day-to-day operation, underwater noise, emission of electromagnetic fields and collision or avoidance with the energy structures represent further potential impacts on coastal species, particularly large predators. The wider ecological implications of any direct and indirect effects are discussed. 7Synthesis and applications. This review demonstrates that offshore renewable energy developments will have direct and, potentially, indirect consequences for coastal ecology, with these effects occurring at different scales. Ecologists should be involved throughout all the phases of an ORED to ensure that appropriate assessments of the interaction of single and multiple developments with the coastal environment are undertaken.

Evolutionary many-objective optimisation: many once or one many?

Abstract: Multi-objective evolutionary algorithms are widely established and well developed for problems with two or three objectives. However, it is known that for many-objective optimisation, where there are typically more than three objectives, the algorithms applying Pareto optimality as a ranking metric may loose their effectiveness. This paper compares three different approaches to generating Pareto surfaces on both multi and many objective problems. The first approach is using an established Pareto ranking method (NSGA II), the second combines multiple single objective optimisations in a single run (MSOPS), and the third uses multiple runs of a single objective optimiser. The results demonstrate that much can be gained by generating the entire Pareto set in a single run, when compared to repeated single objective optimisations. It is also clear that NSGA II loses its effectiveness as the problem dimensionality increases - it is more effective to use many single objective optimisations than a Pareto-ranking based optimiser on many-objective problems. Ultimately though, "many once or once many" is dependent on algorithm choice, not problem scale

Breakage, regrowth, and fractal nature of natural organic matter flocs.

Abstract: The growth, breakage, regrowth, and fractal nature of flocs was investigated by use of a laser diffraction particle sizing device. A range of coagulants were investigated for the coagulation of natural organic matter (NOM) and compared to other coagulated systems. The results showed NOM floc structural characteristics varied in steady-state size depending upon which coagulant was used. When compared to other systems, the order of floc size was Fe precipitate > Fe-NOM > latex (in NaCl solution). Floc regrowth after exposure to high shear was limited for all of the flocs under investigation other than for latex in an inert electrolyte. This highlighted differences in the internal bonding structure of flocs, with the results suggesting that physical bonds have a capacity to re-form after breakage. Fractal dimension analysis by small-angle laser light scattering (SALLS) had limited applicability to large flocs that dominated all of the systems under investigation, but the degree of compaction increased as flocs were broken in high shear. This provided a possible mechanistic reason for the irreversible breakage seen.

Estimating organic carbon in the soils of Europe for policy support

Abstract: Summary The estimation of soil carbon content is of pressing concern for soil protection and in mitigation strategies for global warming. This paper describes the methodology developed and the results obtained in a study aimed at estimating organic carbon contents (%) in topsoils across Europe. The information presented in map form provides policy-makers with estimates of current topsoil organic carbon contents for developing strategies for soil protection at regional level. Such baseline data are also of importance in global change modelling and may be used to estimate regional differences in soil organic carbon (SOC) stocks and projected changes therein, as required for example under the Kyoto Protocol to the United Nations Framework Convention on Climate Change, after having taken into account regional differences in bulk density. The study uses a novel approach combining a rule-based system with detailed thematic spatial data layers to arrive at a much-improved result over either method, using advanced methods for spatial data processing. The rule-based system is provided by the pedo-transfer rules, which were developed for use with the European Soil Database. The strong effects of vegetation and land use on SOC have been taken into account in the calculations, and the influence of temperature on organic carbon contents has been considered in the form of a heuristic function. Processing of all thematic data was performed on harmonized spatial data layers in raster format with a 1 km × 1 km grid spacing. This resolution is regarded as appropriate for planning effective soil protection measures at the European level. The approach is thought to be transferable to other regions of the world that are facing similar questions, provided adequate data are available for these regions. However, there will always be an element of uncertainty in estimating or determining the spatial distribution of organic carbon contents of soils.

i-Tracker: For quantitative proteomics using iTRAQ™

Abstract: iTRAQ™ technology for protein quantitation using mass spectrometry is a recent, powerful means of determining relative protein levels in up to four samples simultaneously. Although protein identification of samples generated using iTRAQ may be carried out using any current identification software, the quantitation calculations have been restricted to the ProQuant software supplied by Applied Biosciences. i-Tracker software has been developed to extract reporter ion peak ratios from non-centroided tandem MS peak lists in a format easily linked to the results of protein identification tools such as Mascot and Sequest. Such functionality is currently not provided by ProQuant, which is restricted to matching quantitative information to the peptide identifications from Applied Biosciences' Interrogator™ software. i-Tracker is shown to generate results that are consistent with those produced by ProQuant, thus validating both systems. i-Tracker allows quantitative information gained using the iTRAQ protocol to be linked with peptide identifications from popular tandem MS identification tools and hence is both a timely and useful tool for the proteomics community.

The application of biosensors to fresh produce and the wider food industry.

Abstract: The inherent specificity, selectivity, and adaptability of biosensors make them ideal candidates for use throughout the food industry. Potential applications within the supply chain range from testing of foodstuffs for maximum pesticide residue verification through to the routine analysis of analyte(s) concentrations, such as, glucose, sucrose, alcohol, etc., which may be indicators of food quality/acceptability. Biosensor formats include simple “one-shot” disposable devices that can be used either in the field or integrated into more sophisticated laboratory instruments. Until now, the main impact of these devices has been in the medical diagnostics field. However, with ongoing technical development, the food industry will be one of the prime beneficiaries of biosensor technology in the future. This report assesses the current and future trends in the application of biosensors to fresh produce and the wider food industry, focusing on both potential and current target analytes that are fundamental to fres...

Managing through measures: a study of impact on performance

Abstract: Purpose – This study investigates the use of performance measures and how performance measurement impacts performance.Design/methodology/approach – This study was conducted through multiple case studies in a single organisation. Comparisons are made between performance measurement practices in comparable high and average‐performing business units.Findings – The findings suggest that current research into the impact of performance measurement on performance may be too simplistic in its approach as much of the research relies on studying the physical and formal systems used, ignoring the types of factors found to be important in this study.Research limitations/implications – Being based on a single organisation, the wider applicability of the specific findings from this study should be questioned. However, if, as we suggest, the interactive nature of the use of the measurement system is important, future research will need to find ways of observing, measuring and quantifying this interactivity to allow a ri...

Outsourcing: Current and future trends

Abstract: Highlighted are two reasons for outsourcing: cost and focus on the core competencies of the enterprise. Surveying U.S., U.K., and Continental Europe companies concerning current and future outsourcing trends positions outsourcing as a prominent strategic lever. Achieving “best-of-breed” practice is predicted to occur through new technology. Also, human resources and IT outsourcing will become more prominent. The results strongly indicate that partnership alliances and performance-driven contracts will become as important as the current preferred, trusted supplier relationship. Keiretsulike, horizontal linkages will be required to realize scale and competency advantages from future outsourcing arrangements. © 2005 Wiley Periodicals, Inc.

A stakeholder approach to relationship marketing strategy: The development and use of the “six markets” model

Abstract: – The purpose of this paper is to examine the development, extension and use of the “six markets” model and to outline a framework for analysing stakeholder relationships and planning stakeholder strategy., – The “six markets” stakeholder model is examined. Refinement of the model and improved understanding as a result of field‐based research is described. A stakeholder relationship planning framework is proposed., – The paper examines the use of the “six markets” model in a wide range of organisational contexts utilizing a range of research approaches. A stakeholder relationship planning model is developed consisting of four inter‐related elements, i.e. stakeholder value propositions, value delivery design, stakeholder relationship marketing plans, and measurement and feedback., – The article suggests a number of areas for future research, including the development of planning approaches for different classes of stakeholders and more detailed testing of the stakeholder model and planning framework in specific market sectors., – The research suggests that managers find that the development and implementation of relationship plans for the key stakeholder markets generates valuable new knowledge and insights into stakeholder conditions, constraints and opportunities., – This article contributes to knowledge in the relationship marketing and stakeholder theory areas through the development, refinement and use of a planning model that addresses the complexity of stakeholder relationships and networks. The stakeholder planning approach that is developed represents a means by which managers can achieve greater transparency of stakeholders' interests and improved rigour in planning relationships with stakeholders.

Isotopic discrimination of zinc in higher plants.

Abstract: Summary • The extent of isotopic discrimination of transition metals in biological processes is poorly understood but potentially has important applications in plant and biogeochemical studies. • Using multicollector inductively coupled plasma (ICP) mass spectrometry, we measured isotopic fractionation of zinc (Zn) during uptake from nutrient solutions by rice (Oryza sativa), lettuce (Lactuca sativa) and tomato (Lycopersicon esculentum) plants. • For all three species, the roots showed a similar extent of heavy Zn enrichment relative to the nutrient solution, probably reflecting preferential adsorption on external root surfaces. By contrast, a plant-species specific enrichment of the light Zn isotope occurred in the shoots, indicative of a biological, membrane-transport controlled uptake into plant cells. The extent of the fractionation in the shoots further depended on the Zn speciation in the nutrient solution. • The observed isotopic depletion in heavy Zn from root to shoot (−0.13 to −0.26 per atomic mass unit) is equivalent to roughly a quarter of the total reported terrestrial variability of Zn isotopic compositions (c. 0.84 per atomic mass unit). Plant uptake therefore represents an important source of isotopic variation in biogeochemical cycling of Zn.

Corporate Social Responsibility: Exploring Stakeholder Relationships and Programme Reporting across Leading FTSE Companies

Abstract: Although it is now widely recognised by business leaders that their companies need to accept a broader responsibility than short-term profits, recent research suggests that as corporate social responsibility (CSR) and social reporting become more widespread, there is little empirical evidence of the range of stakeholders addressed through their CSR programmes and how such programmes are reported. Through a CSR framework which was developed in an exploratory study, we explore the nature of stakeholder relationships reported across leading FTSE companies and the importance they attach to communicating both social and business outcomes. It is evident from the hypotheses tested that the bigger FTSE companies, particularly extraction companies and telecoms, are more adept at identifying and prioritising their stakeholders, and linking CSR programmes to business and social outcomes. However, we draw the general conclusion that building stronger stakeholder relationships through CSR programmes – other than with customers – is not currently a priority for most companies. We also conclude that a limited sophistication in managing multiple stakeholders may compromise the impact of CSR upon business and social results. Finally, the managerial implications and the contribution of our study are discussed before closing with an acknowledgement of the limitations of this work and suggestions for further research.