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  1. 1. Online Assignment – Your HomeworkHelp Partner(We’re faster than your deadlines)www.onlineassignment.nethomework@onlineassignment.netSubject: ManagementTopic: Business Integration & EvaluationBusiness Integration and EvaluationSuccessful businesses are those that are managedwith an integrated strategy, conduct regular self-assessments using both qualitative and quantitativetechniques, provide solid leadership, and incorporatestate-of-the-art information management systems.The purpose of this section is to provide an overviewof the essential business management functions. Thesection begins with a pre-test and concludes with apost-test. The written activities require you toanalyze and examine several essential businessintegration and evaluation functions using a practicalcase-based scenario.
  2. 2. AssignmentThe owners of XYZ Construction, Inc. realize thatthey need to modernize their technology andinformation management system within the companyin order to make the company more attractive for itsIPO.Additionally, the owners see a value in usingquantitative techniques to measure customersatisfaction, service quality, Equal EmploymentOpportunity (EEO) workforce compliance, and newmarket evaluation.Specifically, the company owners want you todescribe, discuss, and analyze the steps needed toplan, implement, evaluate, and control newtechnology that will help them transform from aprivately-held regional company to a publicly-ownedinternational company.The owners also desire information regardingtechniques, processes, and procedures associatedwith quantitatively measuring and evaluating severalkey business functions. For this fifth writtenassignment your requirement is to develop a paperwhere you describe, discuss, and analyze theaforementioned topics identified by the owners ofXYZ Construction, Inc.Within the paper, you must describe, discuss, andanalyze the following information management and
  3. 3. quantitative techniques/statistics relative to thishorizontal construction company: 1. Planning for Technology 2. Implementing a Technology System or Change 3. Technology Evaluation and Control 4. Descriptive statistics that you will obtain and use in tabular, graphical, and numeric formats for construction company management 5. Hypotheses testing that could be used to better quantify such key business operations including employee morale and culture, quality, customer satisfaction, and new market evaluationLength: 2000 words or moreSOLUTIONBusiness Integration and EvaluationConstruction is typecast as fragmented, inefficient andgeographically dispersed industry. The solution that is beingsuggested for this industry is integration of the business functionsusing IT solutions like enterprise systems. The uniqueness of each
  4. 4. construction company makes it difficult to standardize a singlesystem in all construction firms. Being project based and havingplethora of clients having varied requirements also makes itimportant for these firms to customize their systems to suit thesedifficult conditions. Most construction companies dependheavily on ability of the managers to access up-to-dateinformation. With time straining projects, highly sophisticatedinformation systems allow time, cost and quality efficiencies. Theincreasing access to information has intensified competition.Information technology is playing an important role in shaping theindustry with modifying the entry barriers and competitiveadvantages.Planning for TechnologyInformation Technology can be applied to various functions of theconstruction company, the major areas could be highlighted as: • Information of cost management can predict events and event chains. Prediction models supporting ERP systems help construction companies optimize with great accuracy costs in the future. • Scheduling, project specification, designing, cost management; etc can be done in real time with updated information. This can be achieved using well set information systems. • Minor modification in detailing of project constituents can change the complete acceptability of the project. With systematic input systems, these modifications can be done and immediate results extracted to provide multiple options for the clients. Since the decision time taken by clients is narrow, this requires companies to be not only proactive but responsive also.
  5. 5. • Fund management, especially in contingency, situations is decisive for the success of organizations. One needs to be able to hedge changes in costs in the future and incorporate the same in project management.Developing an integrated information system requires it to qualifyfor functionality of an enterprise system when the functions beingcovered under the system. This system should lead to cost benefitsof the system. In order to implement an integrated informationsystem restructuring may be required to be done in theorganization. There could appear several implementation hurdlesof the system. Organizations need to acknowledge the factorsinfluencing the operational efficiency of the system. There shouldbe prudence in making choice of implementation strategy for thecompany along with the choice of information system model forthe firm.Integration of business systems involves the major stakeholders inthe organization. While planning and implementing the businessintegration process, these individuals/ organizations need to beinvolved because they will work as profit centers in themselves, ifnot directly, indirectly. These stakeholders would includesuppliers/subcontractors, employees, customers and investors. Theintegration of information between suppliers and subcontractorsand the firm can lead to cost effectiveness and timely response tocustomers. The employees when become knowledge heavy andinformation centric, deliver effectively to the clients along withadding value to the form by elongated services, new ideas, productinnovations, etc. This will also lead to increase customersatisfaction and positive attitude to service quality.Implementation and Evaluation of Technology System
  6. 6. While implementing technology system in horizontal organizationslike construction firms, soft factors need to be implemented andassessed. The factors that need to be understood and evaluatedinclude service quality, customer satisfaction, equal employeeopportunity and new market evaluation. During a businessintegration process, the underline is to develop a system thatenhances results in the form of flourishing business. Putting thingsone after the other, the following propositions can be suggested:P01: Effective cost management benefits can be forwarded tocustomers in the form of enhanced services or reduced pricing thusleading to increased customer satisfaction.P02: Increased competency as a result of availability of allinformation leads to increased employee efficiency. This can bemapped by the change in perception of service quality.P03: With the implementation of technology in businessintegration, the construction firm can customize its offerings to theclients. This will lead to repeat contracts and referrals.P04: New market can be developed due to increased efficiency andresponsiveness of the firm received due to integration with itsstakeholders.Jiang et al. (2002, pg. 145); Jiang et al. (2000, pg145) andKettinger and Lee (1994, pg. 737) in their respective studies reportthat service quality is an important determinant of user satisfaction. 1. Jiang, James J.; Klein, Gary; Carr, Christopher L.. (2002). Measuring Infdormation System Quality: SERVQUAL from the Other Side. MIS Quarterly, Jun2002, Vol. 26 Issue 2, p145-166, 22p 2. Jiang, James J.; Klein, Gary; Crampton, Suzanne M (2002). A Note on SERQUAL Relaiability and Validity in
  7. 7. Information System Service Quality Measurement. Decision Sciences, Summer2000, Vol. 31 Issue 3, p725-744, 20p 3. Kettinger, W. J., and Lee, C. C. (1994). Perceived Service Quality and User Satisfaction with the Information Services Function. Decision Sciences (25:6), pp. 737-766.The application of SERVQUAL for measuring customersatisfaction is the most commonly used measure. Developed byParasuraman, Zeithaml, and Berry (1988, pg.41), this model hasbeen accepted as a useful instrument across industries includingservices, finances and manufacturing (Jiang et al. 2002, pg. 145;Jiang et al. 2000, pg.725; Kettinger and Lee 1994, pg. 737;Kettinger and Lee 1997, pg. 223; Pitt et al. 1995, pg.173; Pitt et al.1997, pg. 209). SERVPERF is a direct measure of the perceptionof performance is similar to SERVQUAL differing only in the factthat it is based on user perceptions. It helps gauge the discrepancybetween expected and perceived service quality.Customer satisfaction is a much talked about concept these days.Woodruff (1997, pg.1997) suggests that customer satisfaction is aneffective way to differentiate themselves from competitors andgain competitive advantage. Kärnä et al. (2009, pg 387) haspointed out several advantages of customer satisfaction fororganizations, improvement of communication between parties andenabling mutual agreement; recognition of the demand ofimprovement in the process; better understanding of the problems;evaluation of progress towards the goal; and monitoring andreporting accomplished results and changes. 4. Jiang, James J.; Klein, Gary; Carr, Christopher L.. (2002). Measuring Infdormation System Quality: SERVQUAL from the Other Side. MIS Quarterly, Jun2002, Vol. 26 Issue 2, p145-166, 22p
  8. 8. 5. Jiang, James J.; Klein, Gary; Crampton, Suzanne M (2002). A Note on SERQUAL Relaiability and Validity in Information System Service Quality Measurement. Decision Sciences, Summer2000, Vol. 31 Issue 3, p725-744, 20p6. Kärnä, Sami, Juha-Matti Junnonen, Veli-Matti Sorvala (2009). Classifying and clustering construction projects by customer satisfaction. Facilities, 2009 Vol. 27, Iss. 9/10; pg. 3877. Kettinger, W. J., and Lee, C. C. (1994). Perceived Service Quality and User Satisfaction with the Information Services Function. Decision Sciences (25:6), pp. 737-766.8. Kettinger, W. J., and Lee, C. C. (1997). Pragmatic Perspectives on the Measurement of Information Systems Service Quality. MIS Quarterly (21:2), pp.223-240.9. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing (49), pp. 41-50.10. Pitt, L. F., Watson, R. T., and Kavan, C. B. (1995). Service Quality: A Measure of Information Systems Effectiveness. MIS Quarterly (19:2), pp. 173-187.11. Pitt, L. F., Watson, R. T., and Kavan, C. B. (1997). Measuring Information Systems Service Quality: Concerns for a Complete Canvas. MIS Quarterly (21:2), pp. 209-221.12. Woodruff, R.B. (1997). Customer value: the next source for competitive advantage. Journal of the Academy of Marketing Sciences, Vol. 25 No. 2, pp. 139-53.For a construction based firm, customer satisfaction refers tocustomer orientation. Application of technology should be doneto integrate quality, schedule and costs. In construction, therelationship between client and contractor constitutes amultilevel complex in which parties operate simultaneously andcollaborate with in-groups of networks. Therefore, customersatisfaction in construction should be understood as a
  9. 9. relationship-specific rather than a transaction-specific construct(Homburg and Rudolph, 2000, pg. 15).Kärnä et al. (2009, pg 387) in their study have cited the use ofvariables of RALA project variables. These include:• Contractual work quality• Management and implementation of agreed quality assurance procedures• Functionality of handover material and maintenance manual handover• Quality of assignment material and maintenance manual• Degree of completion at handover inspection• Repair of defects and deficiencies noticed during handover inspection• Adherence to schedule in accordance with common agreements schedule• Cleanliness and order on site• Management of work safety on site safety• Management of environmental issues and related know-how on site environment• Tending to official obligations official• Supplier’s personnel’s capacity to co-operation co-opera• Access to supplier’s employees access• Quality of overall service level• Information flow on site• Agreeing on changes• Skill of supplier’s work supervisors• Tending to notices of defect• Tending to site supervision duties• Skill of supplier’s workers• Commitment of supplier’s employees to set goals• Conformity of supplier’s subcontracting to contract
  10. 10. Equal employee opportunity in case of construction companieswould apply to various functions like at the time of recruitment,job profiles, compensation, training and development. 13. Homburg, C. and Rudolph, B. (2000). Customer satisfaction in industrial markets: dimensional and multiple role issues. Journal of Business Research, Vol. 52, pp. 15-33. 14. Kärnä, Sami, Juha-Matti Junnonen, Veli-Matti Sorvala (2009). Classifying and clustering construction projects by customer satisfaction. Facilities, 2009 Vol. 27, Iss. 9/10; pg. 387Organizations, especially the ones moving to become publiclimited companies, stand a liability to offer to their employees allthe opportunities in the organization at equal levels. The mostimportant contexts for this firm would be; • Equal opportunity to both men and women • Health and safety issues • Appropriate compensation • Developing and training employees as per client requirement • Compensation in line with the work requirements • Enhancing the quality of life of workersFor the purpose of construction company, technology applicationneeds to be implemented in al the above mentioned areas.Evaluation ParametersIn a quality driven construction organization, the following areprincipal reasons why measurement is needed and why it plays akey role in quality and productivity improvement. Love and Hold(2000, pg. 408) suggest that measurement helps: - ensure that customer requirements have been met (and if not, why not);
  11. 11. - enable establishment of achievable business objectives and monitors compliance thereto; - provide standards for business comparisons; - provide transparency and a scoreboard for individuals to monitor their own performance; - identify quality problems and those requiring priority attention; - give an indication of the costs of poor quality; - justify the use of resources; and - provide feedback for driving the improvement effort.The measurement parameters would provide data on the followingvariables:A. Service quality: measured on a 5 point likert scale where 1 liesfor strongly disagree, 3 as neutral and 5 as strongly agree.Statements developed to incorporate the following factors 1. Perception towards service attributes 2. Perception towards reliability of construction companies 3. Perception towards responsiveness of the firm 4. Perception towards assurance given by the construction firm 5. Perception towards the firm being emphatic 15. Love, Peter E.D., Gary D. Holt. Construction business performance measurement: the SPM alternative. Business Process Management Journal. Bradford: 2000 Vol. 6, Iss. 5; pg. 408 Tabulation Mean Mean Mean score Mean Mean score of score of of score of score of percepti percepti perception percepti percepti on on towards on on
  12. 12. towards towards responsive towards towards service reliabili ness of the assuran the firm attribute ty firm ce being s emphati c Small custom ers Mid size custom ers Large custom ersB. Customer satisfaction: measured again on a 5 point likert scale,where1 2 3 4 5Highly dissatisfied dissatisfied neutral satisfied highly satisfiedMeasured on statements incorporating satisfaction towardsfollowing factors: - Product/Project assortment - Price efficiency - Timely delivery - Resource efficiency - Service package - After sales services
  13. 13. - Online supportC. Performance parameter: Data is also collected on probabilityto repeat the firm for future projects; recommend the firm to othercustomers; offer constructive suggestions for improvement. Thisdata was collected on a 10 pint continuum scale where 1 stands fornever and 10 stands for definitely yes.Cross Tabulation: Mean Mean Mean score of Mean Mean score of score of perception score of score perception perception towards perception perce towards towards responsiveness towards towar service reliability of the firm assurance the attributes being emph Product/Project assortment Price efficiency Timely delivery Resource efficiency Service package After sales services Online supportCross Tabulation:
  14. 14. Mean Mean Mean score of Mean Me score of score of perception score of sco perception perception towards perception perc towards towards responsiveness towards tow service reliability of the firm assurance the attributes bein emp Repeat purchase Recommendation Constructive feedbackD. Employee perception: Data to be collected from employees ona 5 point likert scale of satisfaction and dissatisfaction onstatements incorporating following factors: - Equal opportunity to perform - Opportunity for improvement of skills - Competitive compensation - Constructive personal development - Responsiveness to employee needs - Empathetic policy systemCross tabulation: Mean Mean Mean Mean Mean score score score of score score of of perception of of percept percept towards percept percept ion ion responsive ion ion toward toward ness of the toward toward s s firm s s the service reliabil assuran firm
  15. 15. attribut ity ce being es emphat ic Equal opportunit y to perform Opportunit y for improveme nt of skills Competitiv e compensati on Constructi ve personal developme nt Responsive ness to employee needs Empathetic policy systemE. New market development: Data also needs to be collected onincrease in sales from current customers and sales from newcustomersCross tabulation:
  16. 16. Increase in Sales from sales from new customers current customers Repeat purchase Recommendation Constructive feedbackHypothesis:H01: There is a significant relationship between the size of thecustomer and perception towards service qualityHO2: There is a significant positive correlation between perceptiontowards service quality and customer satisfactionH03: There is a significant impact of perception towards servicequality and performance measures.HO4: There is a significant relationship between Employee attitudeand perception towards service qualityH05: There is a significant impact of performance measures onincrease in sales among current customers and new customers.White (2007, pg.18) asserts that as IT gets integrated intoconstruction companies, but the key differentiator for constructioncompanies that use it intelligently. Samaranayake (2009, pg. 2009)concludes in his study on business process integration that businessprocess improvements must be made at two levels, improvementsin business process modeling and improved process functionalities.His proposed business intelligence framework results in processintegration, automation and optimization which provide
  17. 17. streamlined transactions beyond process integration. When appliedto the construction firm, it is suggested that while developing abusiness integration model, information technology being the core,to incorporate systematic enhancements of the system as a wholewhile aiming at increase in soft assets of the firm. This will notonly increase the immediate sales of the firm but also create apositive image of the firm in the market hence creating a platformfor the launch of its IPO. 16. Samaranyake, Premarante (2009). Business process integration, automation, and optimization in ERP; Integrated approach using enhanced process models. Business Process Management Journal. Bradford. Vol15, Iss 4; Pg 504. 17. White, Mark (2007). Information Technology: A Mandatory Role in Construction Project Management. Cost Engineering. Morgantown. Nov,Vol. 49, Iss. 11; pg. 18, 2 pgs
  18. 18. Thank YouOnline Assignment – Your Homework Help Partner (We’re faster than your deadlines) Live Chat : Available 24*7