Journal of System Management: 5 (4)

Open Access Article

1 - Measuring Customer Acquisition Value: A Comprehensive Approach to Customer Equity
Monireh Hosseini Farnoush Firouzi

In information technology era, databases are known asone of the most valuable resources for organizations, especially usedin database marketing. Customer Equity is a key concept in DatabaseMarketing which integrates customer acquisition, retention and development.From t More

In information technology era, databases are known asone of the most valuable resources for organizations, especially usedin database marketing. Customer Equity is a key concept in DatabaseMarketing which integrates customer acquisition, retention and development.From the perspective of customer equity, customers are theprimary source of both current and future cash-flows. Customer equitymodels emerge as powerful tools to maximize the return on marketinginvestments, and to guide the allocation of the marketing budget. Becauseof the importance of customer acquisition as a key dimensionof customer equity, this paper focused on the measurement of customeracquisition value. By studying different research papers on customer acquisitionand comparing them, we address the gaps especially in quantifyingthe customer equity and propose some suggestions for more comprehensiveassessment of acquisition value. Manuscript profile

Open Access Article

2 - Quality Function Deployment Method for Selection of Effective Management Tools on Setting EFQM Model
Seyed Masoud Seyedi Maryam Yeganeh Seyed Amin Nazem Sadat Arsenjani

Using the effective management tools that are relevant tothe organization’s needs for excellence has become so important for thecompanies to improve their performances and then increase customersatisfaction and gain market shares. Quality function deployment is an More

Using the effective management tools that are relevant tothe organization’s needs for excellence has become so important for thecompanies to improve their performances and then increase customersatisfaction and gain market shares. Quality function deployment is anefficient and powerful tool in design, development, and planning of products.The main function of quality function deployment is conversion ofVOC (voice of customer) to technical characteristics (here organizationsupposed as customer). This study propose a 9-step HOE(House Of Excellence)model, which is basically a QFD model, and present the useof symmetrical triangular fuzzy numbers(STFNs) to reflect the vaguenessin 30 experts’ linguistic assessments. The model of this research has been tested by means of a real case (Joundy Shapoor Company),finding the relationship between 15 categories of management tools withfive EFQM enabler criteria based on the quality function deploymentapproach to determine for Joundy Shapoor Company the effective managementtools to reach excellence. And also the test of the hypothesis ofthis research has been done by using spearman correlation coefficient. Manuscript profile

Open Access Article

3 - Identification and Prioritizing Demand Chain Factors Based on Factor Analysis and TOPSIS
Rahim Moein Ali Rajabzadeh Ghatari

The aim of this study was to represent effective componentsin demand chain which help organizations attain high performance levelsthrough identification of these components and determining theirdegree of importance. The following questions were major ideas of thisstudy: More

The aim of this study was to represent effective componentsin demand chain which help organizations attain high performance levelsthrough identification of these components and determining theirdegree of importance. The following questions were major ideas of thisstudy: what are the most effective components in demand chain? Andhow are they effective on organizational performance? To this end,marketing components were used in nominal form. Data analysis wasconducted via inferential statistics and TOPSIS technique as well asfactor analysis. Given to the results, first 39 effective components ondemand chain were identified and then it was determined that threecomponents of price, products/services and process are effective in demandchain through factor analysis approach. It showed that demandprediction and diagnosis of consumers’ needs and demands, consideringpopulation status of customers as well as attracting customer satisfaction,price of products, price of market competitors, seasonal pricesand especial discounts, paying attention to the shape and appearanceof products, after-sale services, quality and design of products, brandname, complementary products, product diversity, interests and preferencesof consumers, innovation, and utilization of modern techniquesin packaging can be the factors effective on the performance of demandchain in organizations. Manuscript profile

Open Access Article

4 - Stochastic Facilities location Model by Using Stochastic Programming
Ali Gholinezhad Devin Saeed Fayyaz Reza Sadeghi

Finding the location for plans like factories or warehousesfor any organization is an important and strategic decision. Costs oftransportation which are the main part of the price of the goods, is thefunction of the location of these projects. to find the optimum locati More

Finding the location for plans like factories or warehousesfor any organization is an important and strategic decision. Costs oftransportation which are the main part of the price of the goods, is thefunction of the location of these projects. to find the optimum locationof these projects, there have been various methods proposed which areusually defined (not random). In reality and in dealing with real worldconditions, taking into account influential and effective parameters leadsto unexpected results. In this research, while introducing these definedalgorithms, it been tried to random location model based on the existingmodels. Regarding this, by studying the models taken in randomlocation we tried to propose an efficient and effective model. For thispurpose, by using randomized planning and randomized constrainedplanning, we turn random model to defined model, which is solvable byusing the last algorithm or standard planning methods. Manuscript profile

Open Access Article

5 - Staff Scheduling by a Genetic Algorithm
Ahmad Reza Tahanian Maryam Khaleghi

This paper describes a Genetic Algorithms approach to amanpower-scheduling problem arising at a Petrochemical Company. AlthoughGenetic Algorithms have been successfully used for similar problemsin the past, they always had to overcome the limitations of theclassical Gen More

This paper describes a Genetic Algorithms approach to amanpower-scheduling problem arising at a Petrochemical Company. AlthoughGenetic Algorithms have been successfully used for similar problemsin the past, they always had to overcome the limitations of theclassical Genetic Algorithms paradigm in handling the conflict betweenobjectives and constraints. The approach taken here is to use an indirectcoding based on permutations of the personnel’s, and a heuristicdecoder that builds schedules from these permutations. Computationalexperiments based on 52 weeks of live data are used to evaluate three differentdecoders with varying levels of intelligence, and four well-knowncrossover operators. The results reveal that the proposed algorithm isable to find high quality solutions and is both faster and more flexiblethan a recently published Taboo Search approach Manuscript profile

Open Access Article

6 - A Study on Productivity Model of Supply Chain in Industrial Units by System Dynamic Approach
Farideh Bornaee Bojd Keyvan Shahgholian Bagher Kord

In this decade, due to the current competitive environment,reputation of industrial brands is markedly dependent upon theperformance of their supply chain. Therefore, it is necessary to examinethe factors affecting their supply chain so as to increase the competitivenes More

In this decade, due to the current competitive environment,reputation of industrial brands is markedly dependent upon theperformance of their supply chain. Therefore, it is necessary to examinethe factors affecting their supply chain so as to increase the competitivenessof their chain. Productivity is among the most important factorsin the advancement of industry and its evaluation requires the identificationof its important criteria. Thus, using interviews with expertsand industry executives and applying basic concepts of system dynamics,it was endeavored in this research to identify the effective factorsin the productivity of supply chain including 27 variables and then suggesta model to evaluate the productivity of supply chain in industrialunits. Once the model was implemented and analyzed by the simulationsoftware Vensim, the responses were graded and the desired results werepresented from among them. Manuscript profile

Open Access Article

7 - The Effect of Application of Information Technology on Organizational Agility Using the Fuzzy Method (Case Study of the Informatics Services Corporation)
Hamidreza Navaie Jalal Haghighat Monfared Reza Radfar

Agility has an undeniable effect on organization success inthe present changing markets, and information technology (IT) is a majorfacilitating factor in business activities of organizations nowadays,as about more than a half of present organizations capitals is based o More

Agility has an undeniable effect on organization success inthe present changing markets, and information technology (IT) is a majorfacilitating factor in business activities of organizations nowadays,as about more than a half of present organizations capitals is based onIT. Therefore, assessment of the IT application level and organizationalagility, and study of the effect of application of IT on organizationalagility will enable organizations to identify solutions to maximize theirinvestments and utilization of IT in order to achieve agility or improveorganizational agility and gain competitive advantages. According toprevious studies, no codified and well-known method has been presentedto determine the effect of IT on organizational agility. For instance, anorganization may be able to adapt to changes of business environmentusing IT, but may lack agility due to enormous costs it bears. Hence, application of IT brings about agility to an organization where it notonly is effective for keeping up with changes [14], but also is cost effectiveto have a greater share of the market. The present study was aimedto evaluate the effect of application of IT on organizational agility. Tothis end, components and indexes were first identified to measure applicationof IT application and organizational agility levels through deskstudies and using expert opinions. Next, two questionnaires were preparedwhose validity was confirmed by the experts and whose reliabilitywas confirmed by calculating the Cronbach’s alpha. Since the organizationunder study was the Informatics Services Corporation (ISC), a50-member statistical sample was selected from a statistical populationof about 70 members, the questionnaires were distributed among theparticipants, and 41 of them were used finally. The level of applicationof IT to ISC was “tested” and its agility was calculated to be agile usingfuzzy logics. Secondary fuzzy hypotheses were formulated using theobtained levels and the hypotheses were examined through the fuzzyhypothesis test and fuzzy deduction test. The primary and secondaryhypotheses were studied and proved in the next step. Finally, the effectof application of IT on organizational agility of ISC was assessed to behigh. Manuscript profile

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