Seyed Danial Bidgoli, Mohammad Saleh Owlia and Mohammad Taghi Isaai
The purpose of this research was to model the impact of customer knowledge on the performance of organization with a focus on information technology industry. Furthermore, it is…
Abstract
Purpose
The purpose of this research was to model the impact of customer knowledge on the performance of organization with a focus on information technology industry. Furthermore, it is intended to analyze the effect of customer knowledge investment on the performance measures, by reviewing investment policies.
Design/methodology/approach
The relationship between customer knowledge and performance measures was specified using literature review and grounded theory method. The system dynamics approach was then applied to analyze the impact of the customer knowledge on the performance measures.
Findings
This study provided a dynamic model on the causal relationship between customer knowledge and organizational performance. The results showed that measures such as product development, financial performance, idea generation, technical knowledge and knowledge maturity were affected by the customer knowledge while the relationship with customer loyalty and the number of customers was not proven. Besides, it was found that to increase the impact of customer knowledge on organizational performance, knowledge maturity was essential, and investing on customer knowledge without investing on knowledge maturity would reduce the organizational performance. The results also showed that more knowledge investment would not necessarily increase financial strength of the organization.
Practical implications
Results of this study could be useful for strategy formulation and deployment especially for IT-based companies showing the importance of investment on customer knowledge on the one hand and the knowledge maturity in the organization on the other hand.
Originality/value
In this research, the impact of customer knowledge on both financial and nonfinancial performance measures was studied showing new findings on the dynamism of their relationships.
Details
Keywords
Maryam Hosseini and Mohammad Saleh Owlia
The purpose of this paper is to present a model for measuring relational capital in banks by using measurement indicators defined in previous studies and according to the…
Abstract
Purpose
The purpose of this paper is to present a model for measuring relational capital in banks by using measurement indicators defined in previous studies and according to the conditions of the banking industry and in particular the Ansar bank in Iran.
Design/methodology/approach
The study identifies measurement indicators of relational capital from the related resources and articles and uses content analysis and factor analysis methods. It also measures the selected indicators through a questionnaire analyzing them using the SPSS software to create a model to measure relational capital in the bank.
Findings
By using the measurement model created in this research, relational capital in Ansar bank is determined to be comprised of eight principal components. The total score of these components is the starting point of promoting the relational capital in the banking industry.
Research limitations/implications
This study may not have thoroughly covered the peer- reviewed articles on intellectual capital, but it can be assumed with high confidence that it has made a serious attempt at studying the most important papers on the subject as of date. Moreover, the model presented in this study is valid only when applied in comparing banks. It should further be noted that time limitation, non-availability of relevant experts as well as the required data may have affected the accuracy and reliability of the results. However, the final model has been utilized to try to optimally minimize each limitation according to the existing resources, and through their proper management.
Practical implications
This study provides a new approach that can significantly help bank managers in comparing their banks in the field of relational capital and reacting to their weaknesses and performance advantages of relational capital over its rivals.
Originality/value
In addition to creating a new framework for relational capital indicators, this study offers a model for measuring relational capital in the banks.
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Mohammad Saleh Owlia, Mohammad Saber Fallah Nezhad and Mohesn Sheikh Sajadieh
– The purpose of this paper is to propose a new method based on goodness of fit tests for shift detection problems.
Abstract
Purpose
The purpose of this paper is to propose a new method based on goodness of fit tests for shift detection problems.
Design/methodology/approach
In this method, although the distribution of gathered data from the process is the subject of control, but any out-of-control signal could also be generalized to the overall state of the process including the parameters of the distribution.
Findings
Results of simulation study denote that among goodness of fit tests, the χ2 test has a better performance than the Kolmogorov-Smirnov test in detecting shifts of process. Also comparison of proposed method with traditional methods denotes that, proposed method generally has smaller probabilities of first and second type errors.
Originality/value
To the best of author’s knowledge, no attention has previously been paid to application of goodness of fit tests in process control.
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Keywords
Ebrahim Oliya, Mohammad Saleh Owlia, Zohreh Dehdashti Shahrokh and Laya Olfat
The purpose of this paper is to highlight the significance of improvement of marketing process using Six Sigma methodology, in the context of a banking environment.
Abstract
Purpose
The purpose of this paper is to highlight the significance of improvement of marketing process using Six Sigma methodology, in the context of a banking environment.
Design/methodology/approach
Based on Six Sigma's DMAIC model, the paper uses Define, Measure, Analyze, Improve and Control phases to study marketing process improvement in Saman Bank.
Findings
Research states the way concepts of marketing performance management relates to the improvement of a bank marketing process using Six Sigma. Low quality was observed in the process and then regarding customer relations as one of the main priorities, improvement actions were planned. A major marketing failure for the bank was decline of online banking usage, which justifies the importance of loyal online banking customers in marketing plans.
Practical implications
This paper helps marketing departments in financial institutions to analyze their current performance and execute improvement actions to optimize their process. One fact in designing marketing improvement actions for banks is effectively using related information systems to organize the high amount of marketing data and to respond quickly to customer needs.
Originality/value
Marketing performance measurement is done in a new way as the research describes how a general marketing process can adopt Six Sigma tools to have stronger customer relations, reduced marketing costs and how to prioritize improvement actions systematically.