Managing customer relationship management projects: The case of a large French telecommunications co

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مدیریت پروژه های مدیریت ارتباط با مشتری: مطالعه موردی از یک شرکت ارتباطاتی بزرگ در کشور فرانسه

Abstract/

Customer relationship management (CRM) implementation projects reflect a growing conceptual shift from the traditional engineering view of projects. Such projects are complex and risky because they call for both organisational and technological changes. This requires effective project management across various phases of the implementation process. However, few empirical researches have dealt with these project management issues. The aim of this research is to investigate how a “project team” manages CRM implementation projects successfully, across the different phases of the implementation process. We conducted an in-depth case study of the “Firm-Clients Branch” of a large telecommunications company in France. The findings show that, to manage CRM implementation projects successfully, an integrated and balanced approach is required. This involves appropriate system selection, effective process re-engineering and further development of organizational structures. We highlight the need for a “technochange approach” to achieve successful organisational transition and effective CRM implementation. The study reveals that the project team plays a central role throughout the implementation phases. Furthermore the effectiveness of technochange depends on project team performance, technology efficiency and close coordination with stakeholders.

CRM; Project management; Managing implementation; Managing change

مقاله: انگلیسی / sciencedirect

سال انتشار: 2010

فرمت فایل دانلودی: zip

فرمت فایل اصلی: pdf

تعداد صفحات: 13

حجم فایل زیپ: 184 کیلوبایت

In search of balance – managing the dualities of HRM: an overview of the issues

اختصاصی از رزفایل In search of balance – managing the dualities of HRM: an overview of the issues دانلود با لینک مستقیم و پر سرعت .

/Abstract

Purpose – The purpose of this paper is to provide an overview of the human resource management (HRM) literature that builds up to our current concern with dualities, paradoxes, ambiguities, and balance issues; and to introduce the six papers in this special issue on managing the dualities in HRM.

Design/methodology/approach – The paper presents a literature review taking a historical look at the development of theHRfield up to the present awareness of the complexity of the concept and practice of HRM.

Findings – Almost 30 years on, is being found now increasing evidence of the dualities, paradoxes, and ambiguities entailed in HRM.

Research limitations/implications – The literature review starts with the personnel management (PM)-HRM and industrial relations-HRM debates in the 1980s. Earlier work on traditional PM is not debated in this paper.

Practical implications – After reading this general review practitioners might gain more insights in the potential tensions, ambiguities, and conflicts of interest that are characteristic for the field of HRM in practice.

Originality/value – First, this paper highlights the interest of the pluralist perspective in contrast to the dominating unitarist approaches in contemporary human resource studies. Second, this overview presents methodological challenges for example, with regard to multi-level and multi-actor research.

Finally, the paper presents alternative theories for future research including new institutionalism, strategic balance theory, and health psychology theories.

Keywords/ Human resource management, Human resource strategies

Paper type/ General review

مقاله: انگلیسی / emeraldinsight

سال انتشار: 2009

فرمت فایل دانلودی: zip

فرمت فایل اصلی: pdf

تعداد صفحات: 11

حجم فایل زیپ: 68 کیلوبایت