1,720,962 research outputs found
L'Enterprise Architecture e la gestione del patrimonio informativo aziendale
No full textLa gestione del patrimonio informativo e la difficoltà di comunicazione tra le business unit, rappresentano criticità che, se gestite non correttamente, possono condurre l’impresa al mancato raggiungimento dei propri obiettivi in termini di efficacia ed efficienza. Il presente lavoro si propone di dimostrare l’importanza che assumono, per l’impresa, gli strumenti di Enterprise Architecture (EA) ed il vantaggio competitivo conseguibile attraverso il loro corretto utilizzo. Gli strumenti di Enterprise Architecture, attraverso l’introduzione di un repository integrato e flessibile, generano un modello evoluto di gestione delle informazioni aziendali. Il Magic Quadrant di Gartner, pietra angolare da cui trae origine lo studio condotto, classifica le aziende operanti in questo settore, in quattro tipologie: - Leader; - Challengers; - Visionaries; - Giocatori di nicchia. Un’attenta analisi è stata successivamente condotta in riferimento ai vantaggi correlati alla selezione di specifici software considerati utili a chiarire gli effetti che derivano dall’introduzione di strumenti di EA nelle aziende. Il metodo di ricerca utilizzato si estrinseca in un’attenta analisi della letteratura di settore e nella selezione di un caso studio, rappresentazione esaustiva dell’utilizzo del software all’interno di una grande realtà aziendale. Nello specifico è stata selezionata un’ importante impresa, Axa – Monte dei Paschi di Siena. Il risultato atteso è legato alla possibilità di offrire alle aziende spunti interessanti per favorire il Made in Italy nella crescita e nello sviluppo di soluzioni che stimolino ed aumentino il vantaggio competitivo e la capacità di ottimizzazione delle risorse interne ed esterne all’impresa
Il customer experience management
No full textLa crescente diffusione di nuove tecnologie associata alla maggiore sensibilità degli acquirenti verso la condivisione delle informazioni ha portato, negli ultimi anni, allo sviluppo di un approccio alla comunicazione di tipo partecipativo, attraverso il quale è possibile scambiare, creare, condividere e diffondere esperienze. In questo contesto emerge un nuovo “utente”, informato e consapevole delle proprie scelte d’acquisto e consumo. I prodotti e servizi presenti sul mercato, molto spesso, non sono in grado di soddisfare a pieno le esigenze di un consumatore alla costante ricerca di un’offerta personalizzata e vicina ai suoi desideri più o meno palesati. Questa rinnovata prospettiva, richiede uno sforzo molto rilevante per l’impresa che è tenuta, per mantenere il proprio vantaggio competitivo, a coinvolgere, offrire un’esperienza memorabile, superare le aspettative, anticipare e soddisfare i desideri inconsci del cliente . A dimostrazione di quanto detto, un ulteriore elemento che palesa il profondo cambiamento delle dinamiche di mercato, risiede nella trasformazione del rapporto tra impresa e marca. Il brand, da semplice marchio identificativo di prodotto/servizio, viene oggi considerato segno distintivo per l’impresa, atto a influenzare le ragioni d’acquisto del cliente ed utile ad identificare le caratteristiche di uno specifico target. In questo scenario prende forma un nuovo approccio definito “Marketing esperienziale” dove la valorizzazione del ruolo del cliente all’interno del rapporto con l’azienda rappresenta uno dei principali driver a disposizione delle organizzazioni per creare valore. La Letteratura offre numerosi contributi in riferimento all’analisi del rinnovato ruolo del cliente (Schmitt 1999; Pine e Gilmore 2000; La Salle e Britton 2003; Gentile, Lamberti, Noci, Spiller 2006) e conferisce un’importanza strategica alla gestione e misurazione della Customer Experience concepita come la percezione che i consumatori hanno delle loro interazioni con azienda e marca. Il Customer Experience Management, assume un ruolo di primissimo piano per le imprese che, in una prospettiva di miglioramento continuo, sono chiamate da un lato, ad individuare le leve che incidono sulla soddisfazione del cliente e dall’altro a misurare l’esperienza di quest’ultimo
Program Management Office of Strategic Programs in Telecom Italia
No full textThe Program Management Office (PMO) provides project managers with a proven methodology, automated tools and a training program for an effective management of the activities in order to achieve the expected benefits. The PMO helps projects to overcome critical issues, especially the cross-functional ones. The analysis is focused on the study of Telecom Italia PMO structure in order to show how a great enterprise is able to manage strate- gic projects across the organization. The PMO is responsible for monitoring the strategic projects that are most relevant for Tele- com Italia Top Management, ensuring a synthetic representation and continuous progress re- porting of the activities. This paper aims to identify all organizational elements that characterize the program management function and also describes the tools used to manage the content and to obtain an integrated view of the projects portfolio. The strategic projects are actually includ- ed in a dashboard through which information about all the elements that describe the project can be obtained, seen as a set of activities, team work, performance indicators, critical issues, and risks that may appear in single form or aggregate. Aim of this paper is to evaluate the impact of PMO on the success of strategic projects of Telecom Itali
L’ICT e la Customer Satisfaction: fattori strategici nelle pubbliche amministrazioni
No full textThe organization of public administration has changed, depending on the need to adapt into a rapidly evolving society. New information technologies have an important role for the organizational support processes and to focus attention to the Customer Satisfaction. The paper analyzes the revolution produced with the law 241/1990, which introduced the concept of paper document dematerialization and the results in terms of changing relations between public administrations and its constituency: human resources, local governments, citizens and enterprises. The study aims to identify the value of organizational changes, internal and external communication and in the production of services for enterprises and citizens, also pointing out the innovation’s effects toward public administration employees. New information and communication technologies simplify the internal operations of public administrations and allow more dynamic interaction between employees and customers, with the resulting improvement of the processes in terms of efficiency and effectiveness. Responding appropriately to the needs of the most demanding citizens, who are also more informed, is a priority and a challenge for a change inside the public sector. The need is to deliver quality service and, above all, to obtain the loyalty of the citizens who use the service. The active participation and awareness of users, during the process of assessing the quality of public services, is a necessary resource to track targets for continuous improvement. The client switch from a passive user to a role of protagonist of public choices. This is of fundamental importance for measuring the activity of CS of public administrations
Customer Experience: the impact of ICT in measuring instruments of experience in the Customer Journey
No full textThe need to overcome the borders of Customer Satisfaction in order to analyze the areas related to the consumer’s individuality, require the company to adopt instruments able to identify and measure the individual's personal and experiential factor. The transition from Customer Satisfaction to Customer Experience becomes a key element to maintain the company competitive advantage. The company must know all the steps that make up the Customer Journey and be able to assign a value to each of them in order to compose an overall assessment of Customer Experience. It’s important to apply different methods of analysis, such as "Personas", "Experiential Maps", "Critical Incident", "Wow Experience" up to tools of "Web Monitoring" to recognize experential aspects about the relationship between consumer and company. Purpose of this paper is to identify the necessary elements in order to create a system of centralized and integrated data management of Customer Experience; it becomes of main importance an activity aimed to define characteristics of a digital platform able to collect, contain and manage all the information which can identify Customer Experience
Supply Chain and Virtual Enterprises: the Beer Game evolution
No full textOur aim is to create a simulation based on the rules of the Beer Game which includes the variables of a virtual enterprise, VirtuE in particular, and risk management, in order to understand the strategies underlying the subjects behavior in the face of risk within a means-end chain. This study shows the tests carried out on the original game, the variables that we proposed and the simulation results
Going Beyond Counting First Authors in Author Co-citation Analysis
Get PDFThe present study examines one of the fundamental aspects of author co-citation analysis (ACA) - the way co-citation
counts are defined. Co-citation counting provides the data on which all subsequent statistical analyses and mappings
are based, and we compare ACA results based on two different types of co-citation counting - the traditional type that
only counts the first one among a cited work's authors on the one hand and a non-traditional type that takes into
account the first 5 authors of a cited work on the other hand. Results indicate that the picture produced through this non-traditional author co-citation counting contains more coherent author groups and is therefore considerably clearer. However, this picture represents fewer specialties in the research field being studied than that produced through the traditional first-author co-citation counting when the same number of top-ranked authors is selected and analyzed. Reasons for these effects are discussed
Variations on the Author
Get PDF“Variations on the Author” discusses two of Eduardo Coutinho’s recent films (Um Dia na Vida, from 2010, and Últimas Conversas, posthumously released in 2015) and their contribution to the general question of documentary authorship. The director’s filmography is characterized by a consistent yet self-effacing form of authorial self-inscription: Coutinho often features as an interviewer that rather than express opinions propels discourses; an interviewer that is good at listening. This mode of self-inscription characterizes him as an author who is not expressive but who is nonetheless markedly present on the screen. In Um Dia na Vida, however, Coutinho is completely absent form the image, while Últimas Conversas, on the contrary, includes a confessional prologue that moves the director from the margins to the center of his films. This article examines the ways in which these works stand out in the filmography of a director who offers new insights into the notion of cinematic authorship
Appropriate Similarity Measures for Author Cocitation Analysis
Get PDFWe provide a number of new insights into the methodological discussion about author cocitation analysis. We first argue that the use of the Pearson correlation for measuring the similarity between authors’ cocitation profiles is not very satisfactory. We then discuss what kind of similarity measures may be used as an alternative to the Pearson correlation. We consider three similarity measures in particular. One is the well-known cosine. The other two similarity measures have not been used before in the bibliometric literature. Finally, we show by means of an example that our findings have a high practical relevance.information science;Pearson correlation;cosine;similarity measure;author cocitation analysis
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