• Title, Summary, Keyword: Integration Capability

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The Structural Relationship of Customer Data Integration and CRM Performances (고객 데이터 통합과 CRM성과간의 구조적 관련성)

  • Kang Jae-Jung;Moon Tae-Soo
    • The Journal of Information Systems
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    • v.15 no.3
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    • pp.87-106
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    • 2006
  • The customer-focused enterprise is interested in integrating every record of an interaction with a customer. This study is to investigate the structural relationship of data integration customer analysis capability, marketing & sales capability, customer service capability, and CRM performance. 205 survey data were collected from the company which implemented the CRM package. SEM analysis shows that data integration has influence on the CRM performance through the improvement of customer analysis capability, marketing 8t sales capability, and customer service capability. The revised model for further goodness-fitting model shows that data integration has influence on the improvement of customer analysis capability, marketing & sales capability, and customer service capability. but customer analysis capability has indirect influence on CRM performance through the improvement of marketing & sales capability, customer service capability.

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Antecedents of Employees' Knowledge Integration Capability and Its Effects on Knowledge Creation: Focused on Convergence-Oriented Organizations (조직구성원의 지식통합 역량에 대한 선행 요인과 지식창출 효과에 관한 연구: 융합 지향 조직을 중심으로)

  • Hong, Jinwon;Suh, Woojong
    • Knowledge Management Research
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    • v.15 no.4
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    • pp.105-126
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    • 2014
  • Knowledge integration is becoming a primary function of improving organizational capabilities and performance in today's convergence paradigm. The knowledge integration capability of employees has increasingly been regarded as a critical source for developing new products and services. This study investigates the influential factors of employees' knowledge integration capability and its effects. A theoretical research model was developed based on the socio-technical perspective and information processing theory. The model includes teamwork quality, expertise, IT support, and knowledge complexity as the primary influential factors of employees' knowledge integration capability. A large-scale survey was conducted for gathering data (a total of 316 samples from 141 organizations) to test the proposed model. The test results of the hypotheses show that expertise and knowledge complexity are the significant influential factors of employees' knowledge integration capability, and also the capability has a positive effect on the knowledge creation performance of employees. Our findings contribute to the development of initiatives for promoting employees' knowledge integration capability, especially in knowledge intensive organizations focusing on convergence products and services.

The impact of innovation capabilities and supply chain external integration on performance (혁신역량과 공급사슬 외부통합이 기업성과에 미치는 영향)

  • Kim, Hoon
    • Journal of Digital Convergence
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    • v.11 no.8
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    • pp.175-182
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    • 2013
  • These days, Supply chain integration is considered an important process of companies. It is an particular issue in traditional environment changes in the supply chain competition. The results of this study showed that Organization capability, strategic capability in innovation capabilities had a positive impact on information integration and strategic integration in supply chain external integration which influenced management performance in a positive direction.

Implementation of the joint capability integration and development environment using CASE tool (전산지원 시스템 엔지니어링 도구를 이용한 합동능력 통합 및 개발 환경 구축 사례)

  • Kim, Jin Ill;Park, Jong Seon
    • Journal of the Korea Society of Systems Engineering
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    • v.9 no.2
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    • pp.69-82
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    • 2013
  • US DoD operated JCIDS(Joint Capability Integration and Development System) for top down requirement generation. Although the JCIDS can be a good practice for the countries which are trying to shift from bottom up to top down requirement generation, it contains many processes related with review and approval. In this study we structured a joint capability integration and development process from the JCIDS eliminating the organization dependent review or approval process so that it can be applied to any organization with some modification. Furthermore we implemented the process in the computer aided systems engineering tool, Cradle, for convenient use of the process. The result of this study can provide a basic process for top down capability development, and an efficient why of doing each element of the process using CASE tool.

Improving the Competitiveness of Exporting Enterprises: A Case of Kien Giang Province in Vietnam

  • NGUYEN, Minh Tuan;KHOA, Bui Thanh
    • The Journal of Asian Finance, Economics and Business
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    • v.7 no.6
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    • pp.495-508
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    • 2020
  • Economic integration is an indispensable trend in all countries. However, besides the advantages that economic integration brings, there are also disadvantages, such as competition between businesses among states in export activities. Vietnam is a developing country with many advantages, especially, the seafood exporting industry. However, with competitive pressure as well as strategic constraints, Vietnamese seafood exporters still face many difficulties. Therefore, the case study of the Kien Giang province of Vietnam is used to analyze the factors affecting the competitiveness of seafood exporting enterprises. The study applied quantitative research methods with a survey of 350 seafood exporting enterprises in Kien Giang province to achieve the research objectives. The research results identified eleven key factors affecting the competitiveness of seafood exporting enterprises, including (1) vision and strategy of leader; (2) human resources management capability; (3) organization capability; (4) customer-responsive marketing capability; (5) relationship management capability; (6) technical capability; (7) competitors reaction capability; (8) business environment adoption capability; (9) financial capability; (10) products and services innovation capability; and (11) branding management. The research results provided the basis to propose some managerial implications to improve the competitiveness of exporting enterprises in the context of the global economic integration.

Enhancing the Customer Service Process through Information Technologies and Customer Knowledge in Call Centers : The Moderating Role of Computer Self-Efficacy (콜센터에서 정보기술과 고객지식을 이용한 고객서비스 프로세스 향상 : 컴퓨터 자기효능감의 조절역할)

  • Choi, Sujeong
    • Journal of Information Technology Services
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    • v.16 no.3
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    • pp.185-203
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    • 2017
  • Call center service is enabled by the use of a firm's various information technologies (IT) and accumulated knowledge. IT and knowledge resources have been considered a fundamental infrastructure for developing a firm's business capabilities. Recognizing this, this study examines whether a firm's IT and customer knowledge resources enhance its customer service process capability and thereby contribute to creating superior customer service, at the level of customer service representatives (CSRs). That is, constructs in this study were measured on a basis of CSRs' perception. Moreover, this study verifies the moderating role of CSRs' computer self-efficacy on the relationships between IT and customer knowledge resources and customer service process capability. To test the proposed hypotheses, this study conducted partial least squares (PLS) analysis with a total of 234 data which were collected on CSRs working at four call centers. The key findings are as follows: first, IT infrastructure integration and customer knowledge integration are positively associated with customer service process capability. Second, customer service process capability is a key determinant of customer service performance. Finally, CSRs' computer self-efficacy has a moderating effect on the relationship between IT infrastructure integration and customer service process capability. The details of the findings and implications are presented.

The Characteristics of the Successful Venture Firms: Case Study (성공적인 벤처기업의 특성 분석: 사례연구)

  • 송위진;신태영
    • Journal of Korea Technology Innovation Society
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    • v.1 no.3
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    • pp.351-363
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    • 1998
  • This case study aims at investigating the factors which make venture firms successful. It analysedthree high-performance venture firms originated from the government-financed rese arch institute, the company and the university on the viewpoint of 'dynamic capability' theory. In this case study, technology integration capability and administrative innovation capability were identified as success factors of the three venture firms. The study also presented the role of the incubating organizations. Although incubating organizations supported technological and managerial resource-building of the entrepreneurs, there was not active interactive-learning between venture firms and incubating organizations after spin-off.

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An Exploratory Comparison of Supply Chain Integration Practices of Korean and International Manufacturing Plants in Automotive, Electronics, and Machinery Industries (한국과 해외 우수 제조기업의 공급사슬 통합 현황에 대한 탐색적 고찰 : 자동차, 전자, 기계산업을 중심으로)

  • Hur, Dae-Sik;Kim, Kil-Sun;Choi, Jeong-Wook
    • Journal of the Korean Operations Research and Management Science Society
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    • v.33 no.4
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    • pp.101-118
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    • 2008
  • This study compares supply chain integration practices of high performing manufacturing plants in Korea and those in the U.S., Japan, and six European countries. Data were drawn from the High Performance Manufacturing(HPM) Round 3, a joint data-collection effort on manufacturing and supply chain management. Specifically, in the automotive, electronics, and machinery industries, we selected twenty Korean plants with high performance reputation and chose the same number of non-Korean plants(HPM top 20), based upon their competitive manufacturing capability index and customer satisfaction index. The Korean plants do not significantly differ from HPM top 20 plants in that internal value creation activities are coordinated and integrated at the corporate level and between plants. The Korean plants, however, demonstrated more integration with suppliers than with customers, and only the two of them were classified as 'outward facing', which pursues greater integration with both customers and suppliers. Unbalanced and lower integration with customers of the Korean plants was attributed to the lower than expected manufacturing capability and customer satisfaction. Implications for supply chain professionals were discussed.

The Impacts of IT Infrastructure Flexibility on New Product Competitive Advantages (정보기술 기반구조의 유연성이 신제품 경쟁우위에 미치는 영향)

  • Jung, Seung-Min;Kim, Joon-S.;Im, Kun-Shin
    • Asia pacific journal of information systems
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    • v.17 no.2
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    • pp.1-28
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    • 2007
  • The success of new product development is a key factor for getting competitive advantages. Marketing research has been investigating marketing capability, manufacturing technical capability, cross-functional integration, market knowledge competence, market orientation, and competitive environment as the key success factors of new product development. Recently, the role of IT infrastructure in enhancing new product advantage is assumed in the literature. However, the empirical studies on the role of IT infrastructure are lacking. The purpose of this study is to empirically exam the impacts of IT infrastructure on new product competitive advantage. In this study, IT infrastructure is conceptualized as the flexibility of IT infrastructure. Based on previous research, a conceptual model is established by incorporating the direct impact of IT infrastructure flexibility and its indirect impact through the key success factors on new product development. To empirically test the research model, data are surveyed from a pair of IS department and Marketing department of 92 consumer goods manufacturers. By employing PLS technique, the measurement reliability and reliability of research variables are tested and the path analysis is conducted to do the hypothesis testing. The path analysis shows that IT infrastructure flexibility has no direct effect on new product advantage, However, the indirect effect of IT infrastructure is found, which is mediated by marketing capability, manufacturing technical capability, cross-functional integration, and market orientation respectively. Hence, The flexible IT infrastructure increases cross-functional integration (H1), market orientation (H3), marketing capability (H5), and manufacturing technical capability (H6). All success factors of new product development excepts for competitive environment have a positive association with new product competitive advantages (from H10 to H14). Finally, the path from IT infrastructure flexibility to cross-functional integration, to market orientation, to market knowledge capability, and to new product advantage is found as the strongest path. These results indicate that the flexible IT infrastructure enhances information sharing with multiple departments and collaboration within a distributed innovation environment. The collaboration among departments positively affects the level of customer and competitor intelligence. The ability to obtain knowledge about customers and competitors makes firms to adapt to a changing environment quickly and to respond to customers' demands adequately. The flexible IT infrastructure also enhances the capability of organization to more rapidly respond to the changes in product design resulting in faster product development and reduced costs. In addition to, it enhances marketing capability by the two-way communications with customers and the analyses of various kinds of customer data. In brief, the finding of this study suggests that the flexible IT infrastructure allows many firms to pursue sustained new product competitive advantages. This study advances research on IT infrastructure in two important aspects. First, by Integrating marketing research and IS research, this study develops a conceptual model on the role of IT infrastructure in enhancing new product advantage. Second, it empirically finds the indirect impacts of IT infrastructure on new product advantage, which confirms the potential for the IS field to contribute to new product development research. The limitations of this study are also discussed to provide research directions for future research.

A Study on the Influence of the Integration Capability of Product Development and Quality Management upon the Success of the Localization of Weapon System (제품개발과 품질경영 통합 역량이 무기체계 국산화 성공에 미치는 영향에 관한 연구)

  • Seung, Chang-Gyun;Yang, Hae-Sool
    • Journal of Digital Convergence
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    • v.10 no.9
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    • pp.89-100
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    • 2012
  • This study is designed to explore whether the integration of product development and quality management have influence on the success of localization of weapon system. To that end, empirical analysis has been conducted on a total of 110 systematic major defense contractors, their subcontractors and small-and-medium sized defense contractors. The result shows that success of the localization of weapons system, as well as the price of localization, manufacturing time, and quality turn out to have significantly influenced by factors of quality management capabilities including human resources development capability, organizational capability and process capability and R&D development factors including human resources capabilities, capability to accumulate technology and internal/external collaborative capabilities. To sum up, this study suggests that integration of quality management and product development continuously provides a competitive strength in developing new product by a non-defense company as well as localization of core parts of weapon system.