by Chan Kam-Lung. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1997. / Includes bibliographical references (leaves 56-57). / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iii / LIST OF TABLES --- p.v / ACKNOWLEDGEMENT --- p.vi / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Difference Between BPR and Other Improvement Methods --- p.1 / Current Issues in BPR Implementation --- p.2 / Critical Success Factors for BPR Initiatives --- p.5 / Objective of the Study --- p.6 / Chapter II. --- DETAILED REVIEW OF THE COMPANY UNDER STUDY --- p.8 / Financial Condition of the Company --- p.9 / Competitive Market Condition 、 --- p.10 / Future Change in the Telecom Service Market --- p.11 / Recent and Future Changes in Hong Kong Telecom --- p.13 / Chapter III. --- METHODOLOGY OF STUDY --- p.18 / Scope of the Study --- p.18 / Questionnaire Design --- p.19 / Analysis of Results --- p.20 / Chapter IV. --- RESULTS AND ANALYSIS --- p.22 / Results --- p.22 / Analysis and Discussion --- p.23 / General Awareness of BPR and Underlying Motives --- p.23 / Adequacy and Forms of Communication for BPR --- p.26 / "Employees' Feeling, Opinion and Behaviour on BPR Initiatives" --- p.29 / Future of Company and Employees' Future Plan --- p.31 / Analysis With Regard to Age Distribution --- p.32 / Analysis With Regard to Year of Service --- p.33 / Analysis With Regard to Responsible Area --- p.34 / Analysis With Regard to Position in Company --- p.34 / Chapter V. --- SUMMARY AND RECOMMENDATIONS --- p.36 / Limitation and Suggestion for Further Study --- p.37 / APPENDIX / Chapter I. --- Results on Understanding and Awareness of BPR --- p.42 / Chapter II. --- Results on Adequacy and Different Forms of Communication for BPR --- p.43 / Chapter III. --- Results on Employees' Feeling and Behaviour Towards BPR --- p.44 / Chapter IV. --- Results on Future of Company and Employees' Future Plan --- p.45 / Chapter V. --- Results on Analysis Based on Age Distribution --- p.46 / Chapter VI. --- Results on Analysis Based on Year of Service Distribution --- p.47 / Chapter VII. --- Results on Analysis Based on Responsible Area --- p.48 / Chapter VIII. --- Results on Analysis Based in Portion in Company --- p.49 / Chapter IX. --- Survey Questionnaire --- p.50 / BIBLIOGRAPHY --- p.55

by Leung Man-Wai, Dannie. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1997. / Includes bibliographical references (leaves 68-70). / ABSTRACT --- p.i / TABLE OF CONTENTS --- p.ii / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Chapter II. --- METHODOLOGY --- p.5 / Chapter III. --- LITERATURE REVIEW --- p.7 / Reengineering --- p.7 / What is Reengineering? --- p.7 / Approaches to Reengineering --- p.10 / The Role of Management in Reengineering --- p.11 / Why Reengineering Project Failed and Succeeded? --- p.13 / Relationship Between Reengineering and Information Technology --- p.14 / Human Dimensions in Reengineering --- p.16 / The Concept of Selling Chain Management --- p.18 / Chapter IV. --- REENGINEERING THE SELLING CHAIN AT DATA GENERAL CORPORATION --- p.20 / Company Background --- p.20 / Call to Action --- p.21 / The Reengineering Competency Group --- p.22 / Reengineer the Selling Chain --- p.24 / Problems Before Reengineering --- p.24 / Three Phases of Reengineering --- p.27 / Redesign Concepts Applied --- p.37 / The Lessons Learnt --- p.38 / The Reengineered Data General --- p.42 / Critical Success Factors of Data General Reengineering --- p.42 / Chapter V. --- TECHNOLOGY-ENABLED SELLING --- p.45 / Aligning Technology-Enabled Selling with Selling Chain Management --- p.45 / What Is Technology-Enabled Selling? --- p.46 / The Impact of the Sales Organization on SCM --- p.46 / A Transition in Customer Relationships --- p.47 / Moving the Decision Point --- p.47 / Fact-Based Presentation --- p.48 / Optimizing the Selling Chain and Maximizing Profit --- p.49 / The Building Blocks of Technology-Enabled Selling --- p.49 / Opportunity Management System --- p.49 / Marketing Information System --- p.50 / Sales Configuration System --- p.51 / Sales Order Management System --- p.53 / The Interactive Selling System --- p.53 / Which Building Block Should be Implemented First? --- p.54 / Leveraging the Benefits of Technology-Enabled Selling --- p.55 / Avoiding the Cost-Reduction Pitfall --- p.55 / Understand the Market Force --- p.56 / Demonstrating Customer Value --- p.57 / Selling Models Consideration --- p.58 / Chapter VI. --- REDESIGNING DATA GENERAL'S SELLING CHAIN IN ASIA --- p.62 / Chapter VII. --- CONCLUSION --- p.67 / BIBLIOGRAPHY --- p.68

by Chow Chiu Mei, Loletta, Fok Hoi Yun, Irene. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1998. / Includes bibliographical references (leaves [67-70]). / ABSTRACT --- p.i -ii / TABLE OF CONTENTS --- p.iii -iv / CHAPTERS / Chapter 1. --- INTRODUCTION --- p.1-5 / Chapter 2. --- ARTHUR ANDERSEN & CO --- p.6 -15 / Chapter 2.1 --- Vision and Mission --- p.7 / Chapter 2.2 --- Arthur Andersen Strategic Framework --- p.7-15 / Chapter 3. --- RESOURCE-BASED FRAMEWORK --- p.16 -30 / Chapter 3.1 --- Firm Resources --- p.16-18 / Chapter 3.2 --- Competitive Advantage and Sustained Competitive Advantage --- p.18-19 / Chapter 3.3 --- Resource Homogeneity and Mobility and Sustained Competitive Advantage --- p.20 -21 / Chapter 3.4 --- Firm Resources and Sustained Competitive Advantage --- p.21 -27 / Chapter 3.5 --- Applications of Resource-based Approach --- p.27 -30 / Chapter 4. --- METHODOLOGY --- p.31-33 / Chapter 4.1 --- Data Sources --- p.31 -32 / Chapter 4.2 --- Measurement --- p.32 / Chapter 4.3 --- Method of Analysis --- p.33 / Chapter 5. --- FINDINGS --- p.34 -47 / Chapter 5.1 --- Valuable --- p.35 -39 / Chapter 5.2 --- Rareness --- p.39 -45 / Chapter 5.3 --- Imperfectly Imitable --- p.45-46 / Chapter 5.4 --- Substitutability --- p.46-47 / Chapter 6. --- DISCUSSIONS --- p.48-52 / Chapter 7. --- CONCLUSION --- p.53-54 / Chapter 7.1 --- Limitations of the Study --- p.54 / APPENDICES / Chapter A. --- Big-Six Accounting Firms Comparative Data / Chapter B. --- Andersen Worldwide Facts1996 / Chapter C. --- Structure of Andersen Worldwide / Chapter D. --- Arthur Andersen Strategic Framework / Chapter E. --- Arthur Andersen Range of Services / Chapter F. --- 1996 Manpower Survey Report of Accountancy / REFERENCES

by Biala, Winnie Lata, Cheng Ka Lar, Cara. / Thesis (M.B.A.)--Chinese University of Hong Kong, 2002. / Includes bibliographical references (leaf 57). / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iii / LIST OF ILLUSTRATIONS AND TABLES --- p.v / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Chapter II. --- EVOLUTION OF AIR TRANSPORT --- p.3 / Chapter III. --- KEY FACTORS IN THE AIR TRANSPORT INDUSTRY --- p.5 / Economy --- p.5 / Aircraft --- p.6 / Airlines --- p.7 / North America --- p.7 / Europe --- p.7 / Asia-Pacific --- p.8 / Chapter IV. --- CURRENT ISSUES IN THE AIR TRANSPORT INDUSTRY --- p.9 / Downturn --- p.9 / Consolidation --- p.10 / Price --- p.11 / Jet Fuel --- p.11 / New Generation Airlines --- p.12 / Chapter V. --- CHINA'S AVIATION INDUSTRY --- p.14 / Overview --- p.14 / The CAAC and the Aviation Market in China --- p.15 / Underlying Problems of China's Aviation Industry --- p.17 / "Small Pie, Many Players" --- p.17 / Industry Still Regulated --- p.17 / Lagging Behind International Standards --- p.19 / Lack of Corporate Governance Within Airlines --- p.20 / Heavy Losses and Debts --- p.20 / The Civil Aviation Reform --- p.21 / The Post-WTO Era --- p.24 / Chapter VI. --- CHINA SOUTHERN AIRLINES --- p.26 / Company Background --- p.26 / Routes --- p.27 / Fleet --- p.27 / Performance --- p.28 / Finance --- p.28 / Operations --- p.29 / Chapter VII. --- COMPETITORS ANALYSIS --- p.31 / China Eastern Airlines --- p.31 / Air China --- p.33 / Hainan Airlines Group --- p.34 / China Sky Enterprises Group --- p.35 / Chapter VIII. --- TAKING CSA TO THE NEXT STAGE: MANAGEMENT CHALLENGES AND OPPORTUNITIES --- p.37 / Building the Brand --- p.37 / Improving Service Quality --- p.38 / Enhancing Corporate Governance --- p.39 / Smoothing Up Consolidation --- p.40 / Dealing with Losses and Debts --- p.41 / Chapter IX. --- CONCLUSION --- p.43 / APPENDIX --- p.45 / BIBLIOGRAPHY --- p.57

The purpose of the study was to explore a needs assessment method for suggesting target-based training interventions for managing conflict between the resource user/interest groups in Oregon's riparian zones. An instrument was developed and then validated by an expert panel. The questionnaire addressed three potential conflict management factors: multiple-use orientation, abundance philosophy, and conflict management styles. The instrument was distributed to members of the Oregon Water Improvement Coalition (OWIC) and to samples of its members' constituencies. Responses from the environmental, business, and professional groups were then compared to the OWIC responses as well as to each other's. Usable information was provided by 95% of the subjects (n=19) from OWIC and 55% of the subjects (n=158) from the constituencies. The OWIC and environmental group members were relatively less multiple resource use oriented than business and professional groups. The OWIC group was relatively more abundance philosophy oriented than professional and business groups. The professional and business groups in turn were significantly different than the environmentalist members. Both OWIC and professional groups were relatively more solution oriented than business and environmentalist under the riparian zones' resource use conflict situation. The instrument appeared to be sufficiently reliable and valid for its purpose. Future research should employ an interdisciplinary approach for improving the instrument by adding questions on facilitating communication between and among the interest groups. The utility of gathering information on the nonconfrontation and control conflict management styles and philosophy of land management factors deserves further study. / Graduation date: 1994

The climate in which communication occurs is a result of how employees in an organization perceive and react to such factors as rewards, support, trust, openness, decision making, and leadership. The purpose of this case study is to identify and describe communication climate factors in a health care organization which are negatively influencing employee productivity and morale. A literature review provides information which describes research in areas of health care communication, communication climate, and leadership. A multi-method approach is used to gather information from the twelve employees and the manager of this organization. / Graduation date: 1992

published_or_final_version / Housing Management / Master / Master of Housing Management

published_or_final_version / Public Administration / Master / Master of Public Administration

published_or_final_version / abstract / Japanese Studies / Master / Master of Philosophy

The purpose of this project is to conduct a detailed evaluation of the Vancouver Planned Parenthood clinic volunteer program. The primary focus of this study is volunteer recruitment and retention. The simplicity of individual perspectives commonly employed in volunteer theories and research is rejected in this research project. A multi-leveled sociological analysis stemming from an organizational behaviour framework is used as an alternative approach to broaden the scope of this case study. The five levels of analysis used to examine the volunteer program in this study are: 1) individual level of analysis, 2) group behaviour, 3) interpersonal and organizational processes, 4) organizational structure and job design, and 5) organizational environment. Multiple factors are discussed under each level of analysis. A triangulation of methods, comprised of interviews with volunteers, observational analysis, and document analysis, is used to provide a rich analysis of the volunteer program. Interpretations of the findings demonstrate that many factors beyond the individual level influence volunteer recruitment and retention. Results show that this particular volunteer program is operating below its maximum effectiveness, and that high volunteer turnover results in this atmosphere. Practical and theoretical implications of this case study are explored and recommendations are offered.