1,720,972 research outputs found
An Historical Recount of the Queensland Government Financial Management System (QGFMS) - 1983-1994
No full textTowards Knowledge Management for Explorers: The Case of the Brisbane Airport Corporation
No full textBrisbane Airport Corporation (BAC) has recently been recognised as the world’s most efficient and customer focused privatised airport. Studying the corporate strategies and knowledge management issues faced by a company as successful as BAC holds important insights. This paper discusses four key characteristics which impact on BAC’s knowledge management strategy: First, corporate values are embedded in a strong culture that is built upon ‘win/win’ outcomes, operational flexibility, and consultative management. These values drive BAC’s strategy of maintaining a slim core, outsourcing, relationships building, and committing to shared risks and returns. BAC faces challenges of growth, exercise of influence on more with fewer, migration from control to culture, and migration from a value chain driven airport to a self-sustaining economic city. Second, BAC is exploratory by nature. An explorer meets new challenges afresh, is innovative, fluid, and populated by experienced and expert people who generate a constant flow of new ideas. Third, there is an increasing need to systematically capture and transfer competences across more people in the slim core. Fourth, BAC favours a personalisation strategy which is based in dialogue and the exchange of knowledge principally via people. It uses technology more as a communication device than a repository
The IT Consulting Process Through a Knowledge Management Lens
No full textThe IT consulting process can be usefully examined through a knowledge management lens from multiple perspectives and levels. Knowledge transfer is crucial for successful consultant engagement and depends upon the conditions of client understanding and client involvement which need to be considered by both provider and purchaser of the service. The example of Enterprise Systems services shows the need for consultants to leverage knowledge for comparative advantage based in knowledge management strategy. Clients require a lifecycle-wide knowledge sourcing strategy, which is often effectively mediated by consultants. The study aims to combine these multiple levels and perspectives through integrative theory
A conceptualization of complexity in IS-driven organizational transformations
Full text linkOrganizational transformations reliant on successful ICT system developments (continue to) fail to deliver projected benefits even when contemporary governance models are applied rigorously. Modifications to traditional program, project and systems development management methods have produced little material improvement to successful transformation as they are unable to routinely address the complexity and uncertainty of dynamic alignment of IS investments and innovation. Complexity theory provides insight into why this phenomenon occurs and is used to develop a conceptualization of complexity in IS-driven organizational transformations.\ud
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This research-in-progress aims to identify complexity formulations relevant to organizational transformation. Political/power based influences, interrelated business rules, socio-technical innovation, impacts on stakeholders and emergent behaviors are commonly considered as characterizing complexity while the proposed conceptualization accommodates these as connectivity, irreducibility, entropy and/or information gain in hierarchically approximation and scaling, number of states in a finite automata and/or dimension of attractor, and information and/or variety. \u
Digital strategy in airports
No full textAs airports continue to become more ‘customer-centric’ their digital customer-facing technologies are increasingly embedded within the passenger journey. This study takes a customer-centric view of airport digital technology by exploring the ways that digital technologies are being applied within airports to improve passenger perspectives of service quality during their journey. The literature review develops a framework encompassing the themes of airport service quality (function, interaction and diversion) and digital strategy. This framework has been applied to six airports exhibiting high service quality. Currently, the findings suggest that the improvement of customer function involves the use of automated and self-service technologies providing passengers greater efficiency and effectiveness during processing points. Additionally, technology to improve experience during wait times may entail either aesthetic qualities, or provide some form of productivity to passengers. Alternatively, customer interaction is influenced by digital technology through constant passenger engagement during their journey. As the research nears completion, the influence of these themes on the framework will become more apparent
Improving service innovation through structured\ud process-oriented knowledge infrastructure design
No full textFormalised service innovation is a central tenet of enterprise systems lifecycle phases. Event driven process models extended with knowledge objects are found to be not\ud
useful in early lifecycle phases. When an upgrade is required, a map of the knowledge infrastructure is needed to better design further service innovation because functional maps no longer adequately describe the context adequately. By looking at formal changes to business\ud
processes as service innovations, and recognising the knowledge infrastructure inherent in services generally, changes driven through technology such as ES can be better understood with the application of frameworks such as B-KIDE
Platforms: A systematic review of the literature using algorithmic historiography
Full text linkThe concept of a platform is in widespread use across a range of disciplines. This research explores the development of the platform concept through a systematic review of the literature using algorithmic historiography. The paper generates a time-based visualisation of relationships between the most cited articles in the domain. Key structural findings are triangulated using thematic content analysis, quantitative citation and network graph analysis. The analysis delineates two conceptions of platform: interior and exterior. These two classifications provide a historical lens that demonstrate the development of the platform concept over time. Furthermore, the methodology provides a generalizable systematic approach to examining the historical development, underlying structures and significant contributions of a specific knowledge domain
A Knowledge Infrastructure Hierarchy Model for Call Centre Processes
No full textThis paper explores a process view of call centres and the knowledge infrastructures that support these processes. As Call centres grow and become more complex in their function and organisation so do the knowledge infrastructures required to support their size and complexity. This study suggests a knowledge-based hierarchy of ‘advice-type’ call centres and discusses associated knowledge management strategies for different sized centres. It introduces a Knowledge Infrastructure Hierarchy model, with which it is possible to analyze and classify call centre knowledge infrastructures. The model also demonstrates different types of interventions supporting knowledge management in call centres. Finally the paper discusses the possibilities of applying traditional maturity model approaches in this context
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