Managing relations with customers has been a main concern for business organisations from different sizes and fields. Such a concern has grown rapidly in the last few decades for a number of reasons such as the development of new technologies especially in the field of information technology (IT). Customer Relationship Management (CRM) is a newly emerged concept in the fields of IT and business that aims to strengthen the relationships between an organisation and its customers. Despite the promising expectations of implementing such a concept by many organisations, a significant number of CRM projects fail or result in disappointing outcomes that fall far short of expectations. This motivated researchers and practitioners to study the sources of failure and the factors of success in CRM implementation. Although CRM existed first in western organisations, it has spread almost all over the world as an increasing number of firms are implementing or planning to implement CRM. This research designed an integrated framework for investigating and evaluating the implementation of CRM in developing countries. The design of this framework was based on previous studies in the field of CRM implementation especially in the area of studying CRM success and failure. It is also based on the common sense and knowledge of the researcher in the field of CRM. To help identify successful implementation of CRM and to provide organisations with a guide to implement CRM projects, the research reviewed and organised the literature on CRM success and failure as well as the previous studies in CRM frameworks. Subsequently, the research designed a framework for CRM implementation that integrates CRM implementation phases/stages, CRM components, and CRM success factors. To assess the feasibility of the framework in developing countries, the research developed in-depth case study methodology that focused on two large communication companies which operate in Saudi Arabia and are implementing CRM projects fully and partially. The questions of the case study were developed to assess the feasibility of the framework based on the comparison between the conceptual framework and the practical implementation of CRM by the case companies, and the case study protocol was developed accordingly. Data was collected through multiple sources such as in-depth interviews, observations, documentations and archival records. The results of the case study support the feasibility of the framework in implementing CRM in general. The assessment stage was highly supported by the results. In addition, the success factors and their importance in implementing CRM were supported by the results with variation of importance of the success factors. However, cultural issues were significant to the CRM implementation and required modification to the framework to be more effective when implemented in developing countries.

This Bachelor's thesis is conducted with semi-structured interviews and texts and is analyzing how the concept empowerment is represented in South Africa. More specifically, this case study investigates, (1) how do the national South-African policy of empowerment, Fairtrade South Africa, and the target group describe what the goal of empowerment is? (2) How do the national South-African policy of empowerment, Fairtrade South Africa, and the target group describe the problem, causes and solutions in relation to empowerment? (3) What are the similarities and differences of the actors' representations of empowerment, and what implications may potential conflicts have for the prospect to successfully achieve the national goal of black empowerment? This research has a qualitative approach and uses implementation theory in relation to representation. The content analysis of our data illustrates that the representations of empowerment made by the different actors in the implementation process have many differences and yet not many similarities. The analysis illustrates that three main conflicts are evident when comparing the different actors' representations of empowerment. These are related to critical thinking, the conflicting individual and collective perspectives, and if the problem of disempowerment is caused by past or present structures. These conflicts in the three actors' representations of empowerment can cause bias and delay or possible failure in the policy implementation of black empowerment, yet all actors agreed on the goal of empowerment to be self-determination.

The management of quality is a consideration in all industries. The ISO 9000 standard defines a management system framework which includes the necessary and sufficient elements for the systematic management of quality. Some organizations experience positive results from implementing an ISO 9000 based quality management system while others do not. Given its widespread use and the economic implications of ineffective implementation, this study analyzes the implementation process steps, the performance of system elements after certification and organization performance metrics. The methodology combines publicly available financial data and survey results to characterize the determinants of success for ISO 9000 quality management system implementation.

Title: The implementation of a football certification system - Overcoming barriers and fulfilling success factors associated with the implementation process    Level: Final assignment for Master Degree in Business Administration   Authors: Robert Carlsson & Emil Ring   Supervisor: Jonas Kågström   Date: 2012 – 05   Aim: The aim of this study is to investigate which factors that influence the implementation process regarding a football quality certification system and especially the certification system in Swedish elite football clubs. We will further look into which factors that are perceived as success factors and which factors that are perceived as barriers.   Method: Our study has the starting point from a previous study made by Carlsson (2011), where barriers and success factors in the implementing phase of the Swedish football certification process was investigated. In this study we wish to develop our understanding of different clubs’ experiences of the certification process, we have therefore used a qualitative approach where we have interviewed four clubs’ playing in Allsvenskan (first division in Sweden).   Result & Conclusions: We can conclude that even though the work with the certification system is fairly new for the Swedish elite football clubs, it appears as they have a satisfying insight into the organizational demands’ of the certification system.   One significant success factor identified in the study is the clubs’ attitude towards the system, where positive attitude overcomes the experienced difficulties associated with the process. Other importing factors that have a major impact of the overall result of the process is having the right prerequisites in terms of staff, time and documentation before implementing the certification system in the club.   Contribution of the thesis: This study has contributed to provide an extensive framework of the possible affecting factors when implementing a football specific quality certification system. Further contribution is the identification of two affecting factors not mentioned in the theoretical framework, communication in the establishing phase and geographical location.   Key words: Football certification system, quality improvement, success factors, barriers, implementation process

Abstract Aim: This project deals with ‘employee involvement in the implementation process of waste management. The research focus on Volvo Cars Corporation since the company involves a set of departments in such process. The purpose is to identify the dominant factor(s) affecting employee involvement during waste management execution. These factors are ‘the creators of employee involvement’ and they are organizational culture; communication; training and education; teams; employee empowerment; and rewards. Thus, the research question that has been addressed is ‘how does employee involvement take place in organizations during the implementation of waste management strategies?’ Method: Case study design was applied since it serves as ground for understanding the phenomenon; and it is connected to qualitative research. The authors collected mixed data. Secondary data were gathered from the firm’s sustainability reports, while primary data is obtained from interviews with Volvo’s employees who were related to waste management implementation. Results were offered by applying coding, categorization and content analysis. Results and Conclusions: Volvo demonstrates a green corporate culture with informal and participative channels of communication. Employees work in cross-sectional and self-managed teams and they are not intensely trained in environmental oriented issues. Decentralization in decision-making is the common approach within the company. Moreover, a bonus reward system exists there. Limitations and Suggestions for further research: As the results from representative case studies design cannot be generalized, a comparative case study design regarding a number of automotive companies is recommended. The employee involvement factor has been explored in this study, however, additional research regarding firm’s performance and employee involvement outcomes is decidedly suggested. In addition, the authors recommend to conduct further studies related to other green strategies such as lean production, reduction of toxic emissions, reuse, recycle, etc. Contribution: training and education programs plus rewards packages are found irrelevant in the employee engagement with waste management. Conversely, the conducted study find out additional factors. They are the ‘social component’ and the ‘ecological mentality’ of the business which have to be considered for managers and society as important dimensions in the course of the employee involvement. Key words: HRM, employee involvement, waste management implementation process, creators of employee involvement.

Originating in, and framed by, warfare, the term strategic management first appeared in the business literature in the 1950s (Carter et al., 2008). The term then started to gain more importance as organisations’ needs for implementing strategic changes increased significantly. Despite this importance, the concept is still considered to be under-developed, with complications arising from a wide variety of disciplines. In the early literature two major schools of thought could be identified: Porter’s economic deliberate content (Porter, 1979), and Mintzberg’s emergent process view (Mintzberg, 1979). The literature has shown that the majority of studies have mainly focused on large organisations, taking the traditional Porter’s content approach. However, relatively few cases have considered smaller organisations and/or explored cases from the contemporary process view, which is considered more realistic in today’s dynamic world, where extra flexibility and speed are paramount. This thesis builds on the work of Pettigrew (1987), who viewed strategy implementation (SI) as a process. His work is extensively analysed and some recommendations are made to strengthen his ‘Triangle Model’. These recommendations allow for the development of a primitive framework for SI. The framework provides a deeper understanding of contemporary SMEs and their surrounding contexts, and can be useful for future exploratory studies of undiscovered contexts and/or for organisations of differing sizes. The paucity of research on SI in SMEs in general, and particularly in the non-Western context (e.g. Middle East, and Gulf Cooperation Council), is the major motivation for this research adopting an interpretive, qualitative and exploratory approach. Using inductive semi-structured interviews, data have been collected on the SI process of SMEs in the Kingdom of Saudi Arabia (KSA). SMEs represent 96% of the country’s enterprises and contribute to almost one third of the national economic activity (Bokhari, 2013). Their development is a major concern of the Saudi government, which aims to reduce the dependency on the oil sector (Bokhari, 2013; Sfakianakis, 2014; McKinsey Global Institute, 2015). In addition, SMEs have the potential to contribute to reducing the accelerating unemployment rate among the ever increasing youth population (Bokhari, 2013).Theoretically, this thesis contributes to a deeper understanding of SI and its enablers/ barriers in the SME sector. Following the approach suggested by Stacey (1996a), Mintzberg et al. (1998), and Okumus (2001), this research provides a more holistic understanding of the SI process. It sheds light on the individual dynamics of strategy implementation, as well as the organisational and external environment perspectives. By exploring these factors over the longitudinal process of SI (including initiation, process, and outcome), this research contributes a SI framework based on Mintzberg’s (1979) and Pettigrew’s (1985a) emerging process view. In so doing, this research adds to the SI process literature at the individual level, as an epistemological tool, and does so in order to consider the dynamic nature of SMEs and the impact that non-controllable events have on their daily routines, on ontological ground (Hart, 1992). At the methodological level, evidence from multiple cases in different Saudi industries is provided, reflecting a developing country context, rather than the dominant Western views (Okumus, 2003; Van der Maas, 2008). From the empirical research, lessons are identified to inform owners of SMEs, policy makers and future research.

Introduction: The environment surrounding organizations is changing rapidly as competition is increasing and product life cycles are getting shorter. The classical waterfall project management approach is no longer very effective to cope with these changes, and organizations are trying toadapt more elements of the agile approach. Nevertheless, many challenges are associated with the implementation of agile approach, and some of them are individuals related. Problem background: While the implementation of agile project management approach is associated with many individuals-related challenges, the literature, in most cases, only points outthese difficulties without having a clear explanation why they happen neither from the individuals’ behaviors perspective nor from the implementation process perspective. Purpose: The purpose of this thesis is to develop an understanding on how certain attitudes of(proactive and adaptive) individuals' behaviors would help to overcome some individuals-related challenges during the agile implementation process. More optimistically, this thesis aims to define a framework that shows managers the direct effects of these behavioral attitudes on some individuals-related challenges of agile implementation process. Method: In order to answer the Research question, a qualitative research was conducted. Eight Interviewees from two large-sized banks in Poland and Turkey were interviewed. Findings: Proactive agile team members with ("future-focused”, “self-monitoring", and "selfknowledge-expansion") attitudes seem to have the ability to overcome the challenges of trust incollective responsibility, and resistance to change. However, lacking "change-oriented" attitude amongst those proactive team members will make it harder for them to have interest in "shared decision-making". Furthermore, adaptive team members with ("openness to change" and "compromise") attitudes seem to have the ability to overcome the challenge of resistance to change. However, difficultiesfaced when the "need to adapt" to flat team structure is present will make it harder for them to have interest in "shared decision-making". Conclusion: This study comes contrary to what the literature suggests (that managers are usually the side that shows resistance to include other team members in the decision-making process). "Performers" were found to be the side resisting being included in the decision-making process.This study shows that overcoming "trust in collective responsibility" and "resistance to change" challenges is more realistic approach than focusing on "shared decision-making" which is less interesting and more time consuming for team members. This study is in line with what the "implementation process" literature suggests that: individuals’motivation to perform a behavior is determined by their attitude towards the behavior. As the lack of believe in "shared decision-making" in our study resulted in less motivation to implement this element.

In an increasingly technology-based competitive global business environment, the operational and competitive strategic potentials of advanced manufacturing technologies (AMT) and related systems cannot be overlooked. This article presents the results of an investigation of AMT implementation practices at 82 discrete-parts durable goods manufacturing plants in the USA. Several propositions that were derived from the AMT literature are tested. The results of this investigation indicate that plants that are desirous of adopting integrated technologies should be prepared to exert considerable effort on the activities in the pre-planning and justification stages of the implementation process. These and other findings that will be particularly useful to firms in the pre-planning stages of technology adoption are outlined and discussed. Research implications of this study are also presented and discussed.

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Sustainability including the reporting requirements is one of the most relevant topics for companies. In recent years, many software providers have launched new software tools targeting companies committed to implementing sustainability reporting. But it’s not only companies willing to use their Business Intelligence (BI) solution, there are also basic principles such as the single source of truth and tendencies to combine sustainability reporting with the financial reporting (Integrated Reporting) The IT integration of sustainability reporting has received limited attention by scientific research and can be facilitated using BI systems. This has to be done both to anticipate the economic demand for integrated reporting from an IT perspective as well as for ensuring the reporting of revisable data. Through the adaption of BI systems, necessary environmental and social changes can be addressed rather than merely displaying sustainability data from additional, detached systems or generic spreadsheet applications. This thesis presents research in the two domains sustainability reporting and Business Intelligence and provides a method to support companies willing to implement sustainability reporting with BI. SureBI presented within this thesis is developed to address experts from both sustainability and BI. At first BI is researched from a IT and project perspective and a novel BI reporting process is developed. Then, sustainability reporting is researched focusing on the reporting content and a sustainability reporting process is derived. Based on these two reporting processes SureBI is developed, a step-by-step process method, aiming to guide companies through the process of implementing sustainability reporting using their BI environment. Concluding, an evaluation and implementation assesses the suitability and correctness of the process model and exemplarily implements crucial IT tasks of the process. The novel combination of these two topics indicates challenges from both fields. In case of BI, users face problems regarding historically grown systems and lacking implementation strategies. In case of sustainability, the mostly voluntary manner of this reporting leads to an uncertainty as to which indicators have to be reported. The resulting SureBI addresses and highlights these challenges and provides methods for the addressing and prioritization of new stakeholders, the prioritization of the reporting content and describes possibilities to integrate the high amount of estimation figures using BI. Results prove that sustainability reporting could and should be implemented using existing BI solutions.