A Marketing Maturity Model for IT: Building a Customer-Centric IT Organization


IBM Systems Journal

avril 2006, vol. 45, n°1, pp.181-199

Départements : Information Systems and Operations Management, GREGHEC (CNRS)!OpenDocument

Despite a variety of management tools, valuable management prescriptions, and the desire of information technology (IT) managers and business managers alike to build a better relationship, the current state of the IT-business relationship is far from ideal. Although many believe the difficulty in managing this relationship is rooted in differences in knowledge, culture, motivation, and language, we argue in this paper that the key to managing relationships is in the frame of reference and that a marketing perspective can prove valuable. We outline how concepts from marketing (e.g., price, product, customer, place, and promotion) are useful within an IT context and propose a marketing maturity model for IT executives to assess how to enhance their relationship with their business counterparts

Conception d'un système d'aide multicritère pour l'aide à la décision médicale

O. Belmokhtar, Y. Kerboua Ziari, L. KERBACHE, E. Baraka

Santé et systémique

2006, vol. 9, n°1-2, pp.147-155

Départements : Information Systems and Operations Management, GREGHEC (CNRS)

La décision médicale en cancérologie est sous incertitude du fait de la multiplicitédes traitements d'une part, et l'absence de résultats efficaces d'autre part. Le médecin estalors confronté au choix du traitement le mieux adapté à l'état du patient et de cefait, l'aideà la décision devient indispensable pour améliorer les soins. L'objectif de cet article est laprésentation d'un système d'aide à la décision médicale dans le cas du cancer du cavum(SAMD-ADM) .. celui-ci a été développé pour l'unité « tête et cou» du service d'oncologiemédicale du Centre Pierre et Marie Curie d'AlgerMOTS-CLÉS:aide à la décision médicale, oncologie médicale, systèmes d'informationhospitalier, cancer du cavum, programmation mathématique.

IT Training as a Strategy for Business Productivity


International Journal of Information & Communication Technology Education

2006, vol. 2, n°4, pp.39-51

Départements : Information Systems and Operations Management, GREGHEC (CNRS)

Most existing studies on technology training address the operational issues of training process (e.g., training needs assessment, learning, delivery methods, etc.). The strategic concerns of IT training for enhancing business productivity largely are not addressed by the current literature. In this article, we explore the strategic concerns of IT training in hierarchical organizations, which are typically prevalent in developing countries. We synthesize various ideas in the literature on change management, training needs analysis, and IT adoption in order to evolve a strategic IT training framework for hierarchical organizations. The proposed framework recognizes the differences in IT training requirements for different levels of employees and suggests a differentiated training content for different segments of employees. The training framework provides an actionable and comprehensive tool that can be used for systematically planning IT training for enhancing productivity of organizations

Medical Decision Support System (DSS) for Encology

O. Belmokhtar, A. Benzaoui, Y. Ziari, L. KERBACHE

Service Systems & Service Management


Départements : Information Systems and Operations Management, GREGHEC (CNRS)

Optimal Workforce Size and Allocation for Urban Retail Chains

R. Huang, S. Kim, M. MENEZES

European Journal of Operational Research

décembre 2006, vol. 175, n°2, pp.1151-1163

Départements : Information Systems and Operations Management

Area supervisors managing an area chain of local urban retail stores face the problem of determining the number of employees and allocating them to retail stores (workforce size and its allocation). We propose a model to maximize the overall expected profit rate of a coordinated area chain where the rate of employee absenteeism is uncertain. Retail stores operate as a Markovian loss queueing system. An efficient algorithm is proposed to optimize both workforce size and its allocation. We also provide insights for retail chain managers by comparing the optimal overall expected profit rates and the optimal workforce sizes of a coordinated area chain with its uncoordinated counterpartKeywords: Retailing; Queueing; Workforce; Service Management

Paradoxes of Online Investing: Testing the Influence of Technology on User Expectancies


Decision Sciences

mai 2006, vol. 37, n°2

Départements : Information Systems and Operations Management, GREGHEC (CNRS)

At an increasing rate, individual investors are taking personal control over their fi-nancial destinies by investing their money online. Compared to offline do-it-yourselfapproaches, evidence suggests that investors exhibit lofty expectations and perform significantlyworse after going online. However, little is understood about the mechanismsfueling expectancies, the role technologies play in their formation, or how technologiesshape investment decisions. Therefore, this article explores the paradoxical nature ofonline investing technologies, which can give rise to a heightened state of conviction inone’s capability to invest successfully. Drawing on Social Cognitive Theory, the conceptsof encapsulation and combination are introduced to develop a research model describinghow functional and technical self-efficacy judgments independently and collectivelyshape and influence outcome expectancies. The results suggest that perceptions aboutwhat one can accomplish through online investing technologies can lead investors toexaggerate their capabilities, which, in turn, produces elevated expectancies of financialpayoffs and nonmonetary rewards. These findings carry important implications. Intasks requiring both computing and functional skills, the principals of encapsulationand combination highlight the importance of comprehensively capturing self-efficacy beliefs across skill domain boundaries. Moreover, online investing represents a paradoxicalcase that challenges the traditional assumption that fostering a robust sense ofefficacy represents a purely noble enterprise. In fact, strong self-efficacy beliefs canprove counterproductive, leading to severe, irreversible, and unintended consequences.Going forward, these discoveries provide a solid foundation to enhance systems designsand facilitate a deeper understanding of user psychology

Quand l'évaluation constitue un objet d'apprentissage significatif pour l'entreprise innovante en création

S. BEN MAHMOUD-JOUINI, S. Charreire-Petit, N. Claret

La Revue des Sciences de Gestion

mai-juin 2006, n°219, pp.45-55

Départements : Information Systems and Operations Management, GREGHEC (CNRS)

Parmi les différents dispositifs d'accompagnement des entreprises innovantes, les structures d'incubation publiques ont un rôle prépondérant depuis 1999. Ces dernières déploient des démarches d'accompagnement des porteurs de projet sur une période comprise entre 12 et 24 mois. L'objectif de cette recherche est de comprendre comment les porteurs de projet développent les compétences managériales nécessaires à la création, puis au développement d'un projet d'entreprise. Pour ce faire, nous déployons une méthodologie qualitative et mettons en évidence les éléments les plus structurants du processus d'accompagnement par l'incubateur. Cette recherche, montre que certaines étapes du processus d'accompagnement sont plus structurantes que d'autres pour l'apprentissage des porteurs de projet. En particulier, nous montrons que l'évaluation constitue une étape-clé du dispositif d'accompagnement. Celle-ci apparaît comme un outil de pilotage des projets par la structure formelle d'incubation et oriente en grande partie la nature des apprentissages produits par les porteurs de projetMots-Clefs :objet d'apprentissage, évaluation, apprentissage individuel etorganisationnel, incubateur, processus d'accompagnement.

Trident Model for Customer-Centric Enterprise Systems at Comfort Transportation, Singapore,

T. S. H. Teo, S. C. SRIVASTAVA, C. K. Ho

MIS Quarterly Executive

septembre 2006, vol. 5, n°3, pp.109-124

Départements : Information Systems and Operations Management, GREGHEC (CNRS)

Enterprise systems (ES), such as enterprise resource planning (ERP), have now been around for about 10 years, providing the IT infrastructure foundation for a growing number of firms. These systems are beginning to evolve to become more customer-centric. This article introduces a model for viewing customer-centric enterprise systems (CCES). The model, called the Trident Model, integrates three perspectives.The first perspective is the new marketing mix perspective called SIVA (solutions, information, value, and access). SIVA states that customers are interested in solutions to their problems rather than products. They want information about identified solutions rather than promotions. They view solutions in terms of their value rather than their price. And they want convenient access to the identified solutions. They are not so bothered about the place.The second perspective is the organizational learning perspective, which states that enterprises need good organizational learning processes to keep up with their customers¿ changing needs and demands. The third perspective is the customer groups perspective, which states that customers should be grouped by commonalities, with services customized for each group.This article uses the Trident model to discuss the CCES at Comfort Transportation, Singapore, a technologically advanced company that provides taxi services in Asia. Comfort¿s CCES draws on a global positioning system (GPS), customer resource management (CRM), interactive voice response (IVR), and other advanced information technologies

Understanding, Conducting and Assessing Interpretive Management Research


India Institute Management Review

2006, vol. 18, n°2, pp.195-208

Départements : Information Systems and Operations Management, GREGHEC (CNRS)