Aligning Knowledge Management with Research Knowledge Governance

Research Knowledge production is the result from knowledge processes that happen at diverse networks spaces. Those spaces are supported by a cascade of systems (Data Management Systems, Information Management Systems, Knowledge Management Systems, Evaluation Systems and Monitoring Systems) that must be aligned to avoid formation of silos and barriers to the flows of information and knowledge. The energy that powers consists of the people and their connections; so there is crucial to understand and govern formal and informal networks. By take a holistic approach, we propose to join benefits of an efficient knowledge management with the implementation of knowledge governance mechanisms in order to improve Research Knowledge production and its impacts.

Customer Experience Management System at a University's Student Support Services

The study reported in this chapter evaluates how the Customer Experience Management System (CEMS) used by a University's Student Support Services (StuSS) responds to the objectives of capturing, storing, extracting, interpreting, distributing, using and reporting customer experience information for creating organisational value. Theoretically, the study draws on the concept of organizational ambidexterity. Concerning the research design, the study was undertaken using qualitative methods of data collection and interpretivist methods of data analysis. It has been inductively discovered that the availability of customer experience information obtained through the CEMS allows StuSS to respond effectively to different student needs. Organizationally, there is clarity concerning the ownership and management of customer relationships. Individual student data is collected, coordinated and distributed across lines of business. Because of this, StuSS is able to consistently identify customers across touch points and channels. Further suggestions are advanced to improve StuSS's analytical investigation capability to derive descriptive and predictive customer information, through applying data mining models to the information that is currently collected.

The New “ABC” of ICTs (Analytics + Big Data + Cloud Computing)

Analytics (discover and communication of patterns, with significance, in data) of Big Data (basically characterized by large structured and unstructured data volumes, from a variety of sources, at high velocity - i.e., real-time data capture, storage, and analysis), through the use of Cloud Computing (a model of network computing) is becoming the new “ABC” of information and communication technologies (ICTs), with important effects for the generation of new firms and for the restructuring of those ones already established. However, as this chapter argues, successful application of these new ABC technologies and tools depends on two interrelated policy aspects: 1) the use of a proper model which could help one to approach the structure and dynamics of the firm, and, 2) how the complex trade-off between information technology (IT) and communication technology (CT) costs is handled within, between and beyond firms, organizations and institutions.

Prediction of International Stock Markets Based on Hybrid Intelligent Systems

This paper compares the accuracy of three hybrid intelligent systems in forecasting ten international stock market indices; namely the CAC40, DAX, FTSE, Hang Seng, KOSPI, NASDAQ, NIKKEI, S&P500, Taiwan stock market price index, and the Canadian TSE. In particular, genetic algorithms (GA) are used to optimize the topology and parameters of the adaptive time delay neural networks (ATNN) and the time delay neural networks (TDNN). The third intelligent system is the adaptive neuro-fuzzy inference system (ANFIS) that basically integrates fuzzy logic into the artificial neural network (ANN) to better model information and explain decision making process. Based on out-of-sample simulation results, it was found that contrary to the literature GA-TDNN significantly outperforms GA-ATDNN. In addition, ANFIS was found to be more effective in forecasting CAC40, FTSE, Hang Seng, NIKKEI, Taiwan, and TSE price level. In contrary, GA-TDNN and GA-ATDNN were found to be superior to ANFIS in predicting DAX, KOSPI, and NASDAQ future prices.

Formulating a Framework for Desktop Research in Chinese Information Systems

The investigation of information systems (IS) development usually relies on two different research approaches, namely, quantitative approach and qualitative approach. Both approaches are equally important and useful to the development of IS theories. No research approach should be considered to be superior or inferior to the other. However, the mainstream of Chinese IS research mainly follows the quantitative approach, whereas the qualitative approach is generally viewed as “too soft” or not scientific enough. As a qualitative approach, desk case-study research approach has been widely accepted and applied in a number of IS research in the West. However, in China, this approach is merely considered as an effective approach for teaching, but not valid for scientific research investigations. Thus, Chinese IS research have neglected a number of important experiences, viewpoints and lessons, which can be elicited from IS case-studies occurred in the past. This chapter generally aims at introducing and discussing the desk case-study approach in IS research. Specifically, this chapter discusses this approach through four incremental research stages, namely, defining the research question, establishing theoretical framework from literature review, case-study selection, and theory formulation through case-study analysis. Furthermore, two exemplary research projects are presented in this chapter to further clarify and substantiate the research methods, tools and processes. It is expected that by formulating a rigorous research framework and specifying incremental processes of theory development, this research approach could be accepted and used by Chinese IS scholars in the future.

The Roles of Business Process Modeling and Business Process Reengineering in E-Government

This chapter reveals the roles of business process modeling (BPM) and business process reengineering (BPR) in eGovernment, thus describing the concepts of eGovernment and BPM; BPM methodologies; business process modeling notation (BPMN); the importance of BPR in government-to-citizen (G2C) e-commerce; the relationship between BPM and eGovernment-based citizen satisfaction; the application of BPR in eGovernment; and the implementation of eGovernment through BPM. eGovernment is a modern trend that is driven by the advances in BPM and BPR as well as the aspirations of citizens who place increasing demands on governments' service. By modeling business processes in eGovernment, public sector organizations can achieve improvements in transparency and reduction in costs and resource requirements, resulting in improved business performance and compliance. The chapter argues that applying BPM and BPR in eGovernment has the potential to enhance public sector performance and achieve organizational goals in public sector organizations.

Developing a Multi-Agency E-Participation Strategy for Disadvantaged City Communities

The objective of this chapter is to present a case study of the development of a strategy to increase eParticipation among a number of disadvantaged communities in the city of Limerick in Ireland. The chapter's authors' acted as facilitators for the strategy development process. The strategy group consisted of multiple educational, developmental and community and local government representatives. Given the participants' differing perspectives and interpretations the strategy development attempted to be as inclusive and transparent as possible and information technology was used that provided shared spaces using a wiki and allowing the sharing of the information (strategy document) as it emerged through various iterations.

Multidimensional and Interrelated Barriers and Risks Affecting Long-Term ERP Success in Chinese State-Owned Enterprises

The research reported in this paper aimed to identify and explore potential cultural, operational, managerial, organisational and technical barriers and risks that can affect successful long-term exploitation of Enterprise Resource Planning (ERP) systems in Chinese SOEs. The study adopted a mixed-methods research design, which consisted of a questionnaire survey and a follow-up multiple case study. Business-oriented and human-related challenges associated with management deficiencies in Chinese SOEs were found to be the main triggers of the complicated network of ERP exploitation barriers and risks. The importance of these crucial business and organisational barriers however are often underestimated by SOE managers. This study thus concluded by suggesting that Chinese SOEs need to become more aware of the critical importance and the networked nature of the organisational barriers identified. Properly managing this type of ERP obstacles can help Chinese SOEs to mitigate and remove other ERP challenges and risks and thus ensuring long-term success in ERP post-implementation.

Developing an E-Learning Platform

This chapter applies the principle of reflective practice - as the capacity to reflect on action - so as to engage in a process of continuous learning about the implementation of an e-learning platform at the Polytechnic Institute of Santarem, Portugal. The chapter begins with an introduction to the role of reflective practice, a discussion of fundamental e-learning principles and an overview of the e-learning platform's information architecture. In addition, two methodological tools support the reflective thinking process and the extraction of recommendations: social network analysis and visualization of structured discussion forum activity, and an inductive thematic analysis of the postings to the platform's unstructured fora.

The Human Side of Information Systems

In this chapter the authors explore the relationship between Information Systems and Organization Development, highlighting the value that Holistic Change Interventions can introduce when applied to IS/IT areas, mobilizing Individuals, Groups and the whole Organization to promote Organizational Effectiveness. A “soft” approach to Organizational Change is proposed, focusing on main internal aspects which are determinant for Organizational Performance, including Organizational Culture and Values, Leadership, Work Teams, and Employee Engagement. The approach is illustrated by a successful “real-world” Transformational Change Program which has been developed, within an IT Unit of a major financial organization, following an Action Research paradigm. The intervention has integrated two main cycles – a first one covering the strategy determination and behavioral preparation for further action, and a second one devoted to a coordinated implementation of strategic actions which have emerged from the first cycle – where communication, engagement, action and improvement have been the most relevant attributes of the whole process. From a Research perspective this successful Change intervention has served to develop and test, within context, a Framework of Critical Success Factors for Holistic Change, which is described on its management implications, and covering distinct areas and dimensions. Also, the high potential of Action Research, to promote Holistic Change within real organizational settings, and, simultaneously, to address complex research issues, questions, objectives, and test hypothesis, is deeply illustrated within this chapter.