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Simon Western | |
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| In a recent case study I asked if America would vote for a Messiah Leader (Management Online REview, Feb 2008), well the answer has been a huge yes. In that case study I argued that it wasn’t enough to be a Messiah leader, that promising hope, being charismatic and a wonderful orator was never going to deliver on its own. So what took Barack Obama to the Whitehouse and what leadership lessons can be learnt from his victory?
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Sumitro Mukherjee | |
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| This article explores the recent boom in business process outsourcing, spurred on by the rapid development of information technology. India is a major destination for BPO and provides a case study of strengths and weaknesses for its future in this field.
Business Process Outsourcing is the leveraging of technology or specialist process vendors to provide and manage an organization’s critical and/or non-critical enterprise processes and applications. Outsourcing, Offshore-Outsourcing and Offshoring are used interchangeably despite important technical differences. Outsourcing involves the transfer of organizational function to a third party; when the third party is located in another country it is called Offshore-Outsourcing; whereas offshoring represents the transfer of an organizational function to another country, regardless of whether the work stays in the corporation or not. Outsourcing and offshoring are not new concepts to the global economy. Earlier, offshoring was mostly restricted to manufacturing through technology-transfer during the maturity and decline phases of product life cycle. Major advantages of outsourcing are cost-reduction, comparative advantage by division of labour and economies of scale, lower turn-around time, and data-backup for disaster management. Areas of concern are service quality, data-theft, attrition rate, privacy laws and personal-information misuse and credit-card frauds. There are other issues also like job-losses in the outsourcing country, cultural differences and information security. The Indian outsourcing industry, a fast growing and major investment area, should benefit from an impetus in coming years due to its increased focus on information security and a comprehensive IT Act.
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Alexandra Daniela Zaugg | |
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| To date, online complaint management has received only limited attention from scholars and practitioners, although it is expected to change because this new way of feedback management can offer considerable advantage for business. To have a first insight into Swiss (online) complaint management, a case study with a major Swiss telecommunications company, Swisscom, was conducted. This article explores how complaint management, and in particular online complaint management, is used in this company.
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Giampiero Favato | final.jpg)
Carole Print | |
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| Despite the apparent relevance of Real Options to business decisions, they have had limited impact generally, and one problem frequently expressed is that Options Theory is regarded as being notoriously arcane and many discussions that go beyond the conceptual level get trapped in the mathematics. This is unfortunate because Real Options are best understood as a way of thinking and need to be positioned correctly alongside an approach that creates coherent stories about possible future outcomes, which is the territory of scenario analysis.
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Ilan Alon | .jpg)
Mirela Alpeza | .jpg)
Aleksandar Erceg | |
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| Franchising is a new sector in transitioning and emerging Croatia. Those companies involved in retailing, distribution, and wholesaling operations are now becoming aware of the benefits (and costs) of franchising as an organizational method and are considering its adaptation to the local context. However, franchising is underdeveloped with only a handful of active firms, lack of regulatory structure, lack of support from institutions, disinterested banks and little experience in the marketplace. Our contribution is an assessment of the franchising model in the Croatian context.
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21 November 2008 |
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