Thesis (Ph. D.)--West Virginia University, 2004. / Title from document title page. Document formatted into pages; contains ix, 144 p. : ill. (some col.), maps (some col.). Includes abstract. Includes bibliographical references.

In today’s business climate many organizations are implementing ERP systems to connect all their processes into one system thereby hoping to benefit off the resulting efficiencies. ERP Vendors are trying to best cater to the needs of their customers, and this extends into the post-implementation period where customers rely on the Vendor to resolve software and technical errors that inevitably occur. This study looks into a factor with-in this area from the ERP Vendor perspective. Customers have to communicate with their ERP Vendor in the post-implementation period to resolve problems, and this study focuses on how this could best happen. This study uses a single case study approach that is centered on an ERP Vendor’s Customer support team. This Vendor has identified a requirement of getting a new and improved customer support e-system. This study will investigate for them, and other ERP Vendors in similar situations, what factors should influence this decision. To find the influential factors for the ERP Vendor’s requirement, the study looks into the available literature concerning ERP and IT support, and then survey’s the customer support team for further data. Part of the survey is based on a pre-existing study regarding the measurement of customer system effectiveness. And then qualitative responses from the support team are also analyzed. This study has brought to light many influential factors for ERP Vendors to take into consideration to have an effective customer support e-system. While all the factors can be taken into consideration in varying degrees, this study concludes that the most important center on and around providing Self Service Support (SSS). And then with-in the e-system, the Vendor must ensure an alignment to their and customer processes, while maintaining clear and logical access to quality information.

In September 2009 exploratory testing of an old geothermal power well caused a blowout at the El Tatio geothermal field of northern Chile. El Tatio is the largest geyser field in the southern hemisphere. The blowout was a paradigm-shifting event for the management of the El Tatio geothermal field and drew attention to the disparity and critical nature of scientific information sharing. This study uses the El Tatio incident as a case study for examining problems of common-pool resource management and geothermal energy development. It explores how differing valuations of geothermal resources resulted in a breakdown of coherent regulation and negative outcomes for all stakeholders. Contingent valuation methods were used to create an elicitive interview process in order to assess how differences in valuation drove these conflicts and negative outcomes. The sharing of scientific information through Decision Support Systems (DSS) is identified as an important element in resolving these conflicts and creating new policies for common-pool resource management. These methods are presented as tools that can be used by stakeholders to find common ground and seek mutually beneficial outcomes. In addition, these tools can help with the critical issue of social perception of scientific data and science driven solutions to these problems. This study posits that the path forward is to ensure not only that scientific data is communicated in modes appropriate to the community and problem at hand, but that the acquisition and interpretation of this data is informed by stakeholder needs. / text

M. Tech. Information Networks / This dissertation reports on a systematic evaluation of the quality of services that are provided by clothing industry in South Africa. Textile and apparel clothing industry is an important leading segment of the world economy. Clothing retail stores are continuously striving to improve their service quality towards delivering customer satisfaction, which has surfaced as one of the foundational blocks of modern competitive business. The methodological evaluation of clothing stores follows two essential steps. The first step applies Partial Least Squares algorithm to Taiwan-, Europe- and American customer satisfaction models to identify suitable quality criteria that influence customer satisfaction of clothing store service. The second step uses the identified quality criteria in a multiple criteria decision making algorithm to evaluate a set of 17 popular clothing stores in South Africa. The results of the evaluation of the clothing stores revealed the core competence of South African clothing industry in quality service delivery. The results of this study can be used to guide clothing stores on how to better improve the quality of their services. This supplies confirmation for additional enhancement on corporate competitiveness.

Thesis (DTech. in Business Information Systems)--Tshwane University of Technology, 2008. / Existing literature propagates a variety of methods for assessment of intellectual capital. Unfortunately, awareness of, and interest in the assessment of intellectual capital far exceeds its use in practice. This research argues that, due to complexities involved in selecting and customising an appropriate method or combination of methods for assessing intellectual capital, mechanisms are needed for managing and applying the evolving body of knowledge concerning such assessment. This research proceeds to develop a model, referred to as a conceptual design for a system to (i) provide management support to the process of selecting and customising an appropriate method (or combination of methods) for assessment of intellectual capital, (ii) utilise past knowledge and expertise to accelerate and improve decision-making, (iii) promote synergism through integration of methods, and (iv) manage the evolving body of knowledge concerning the assessment of intellectual capital.

published_or_final_version / Industrial and Manufacturing Systems Engineering / Master / Master of Philosophy

published_or_final_version / Industrial and Manufacturing Systems Engineering / Master / Master of Philosophy

This thesis presents the development of a prototype of the Baseline Oriented Modeling (BOM) approach, called protoBOM. BOM is a framework that semi-automatically generates Decision Support Systems in a specific domain, based on Software Product Lines. protoBOM semi-automatically generates applications as PRISMA architectural models by using Model-Driven Architecture and Software Product Line techniques. These models are automatically compiled and the object code (C#, in .NET) is generated obtaining an executable application. In protoBOM, the user constructs Decision Support Systems in a simpler way by using the ontologies of the diagnosis and the application domains by means of Domain Specific Languages. The interfaces will be closer to the problem domain, which will facilitate user interaction in a manner simple and intuitive.

In emergency medical transport, “time to definite care” is very important. Emergency medical services and transport medicine agencies have several possible vehicle options for interfacility transfers. Use of a land vehicle, helicopter, or fixed wing aircraft will be dependent on patient condition, distance between sending and receiving hospitals, crew configuration and capabilities, and other factors such as weather and road conditions. This thesis lays out the complex process of patient transfers and highlights the challenges in decision making under time pressure; it then describes the behaviour of human operators in estimating time to definite care. To support the operators in choosing a transportation mode, a decision support tool was built, which provides relevant time estimates for interfacility transfers based on historical dispatch and call data. The goal is to enable operators to make evidence-based decisions on vehicle allocation. A prototype interface was generated and was evaluated through a usability study.

JS McMillan Fisheries Ltd. (JSM) is a Vancouver-based company with operations in nearly all levels of the commercial fishing industry, from supply through distribution. The heart of the operation is the processing facilities where freshly caught Pacific salmon are prepared for sale to end consumers and institutional buyers. As the operations of JSM evolved, the decision making for allocating a catch of salmon with varying characteristics amongst a set of final products has become too complex and time consuming. The focus of this study is to determine an effective and efficient method for JSM to allocate daily a fresh salmon harvest between the various products they produce on a daily basis. The goal is short-term production planning, to allocate the catch among the products in such a manner that the profit potential of the catch is maximized, i.e. prepare a production schedule that maximizes the total profit over the planning horizon. Additional goals of this project include: automation of the decision making process for the catch allocation, "what if" planning, decreasing expert dependency, reducing decision making time, and building a practical and innovative decision support tool. In order to solve this problem efficiently and effectively, optimization models were developed for allocating the catch to the end products. A corresponding decision support tool was built for the end-users at JSM.