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The focus on reengineering in the early 1990s, and the more recent emphasis on process management and change management have increased both practitioners and researchers interest in the issues of measuring processes. The contradictory results of process change projects reported in the literature and our observations from research suggest conflicting requirements for measurement systems. In this article, we review process measurement schemes with particular emphasis on the measures of time, quality, costs and efficiency. With five case studies, we illustrate process structures and related measurements for both customized and standardized deliveries. A framework for setting objectives for different process types is proposed. The result is a normative scheme for different processes that suggests ways to set meaningful objectives for time, quality, costs and efficiency. Finally, conclusions and implications are presented.

VIBu – Virtual Teams in International Business – is the name of a training concept, which is aimed at familiarizing participants with collaborating in a virtual environment. Based on the online business simulation RealGame™, participants are assigned to multicultural virtual teams that represent different companies. These companies are either competing with or depending on each other in typical business processes of an internationally operating manufacturing company. Interaction and negotiation are required throughout the whole simulation. All communication takes place via information and communication technology, mainly Skype and Skype chat. The main challenge in the environment is that participants are located in different countries and time zones all over the world. The book chapter first outlines some of the challenges of global teamwork that organizations face. We argue that students need to learn how to navigate in global teams before they leave university as they are bound to become involved in organizational global teamwork sooner rather than later. We draw on frameworks for experiential learning (e.g., Kolb's learning model, Kolb, 1984) and the constructivist learning paradigm (Lainema, 2009) to outline the learning experiences that students need to gather in order to become effective global team members. In addition, we highlight the potential for learner engagement that this approach offers. The chapter concludes by highlighting the key learning and teaching outcomes from incorporating this cutting-edge simulation technology. Furthermore, we direct the reader's attention to ways in which the simulation can be used for research purposes, international inter-university collaborations, and multidisciplinary research on teaching practices and engaged learning.

There is a huge diversity among change initiatives, which range from streamlining single processes to corporate‐scale strategic restructuring. Accordingly, there is also similar diversity in the drivers and reasons for launching projects, as well as in results and tracers of projects. The reengineering literature has focused on operational improvement of a business process. More recently, the scope of process management has widened to examine the relation of strategic goals and the objectives of change projects. It seems to be that sometimes the drivers for starting a change project and tracers of the projects do not match. The results are often more limited in scope, than the objectives. Examines these relationships through 38 case studies. The results show that in all cases where the drives and tracers did not match, the shift was toward lower level results and tracers. Most apparently, this could be observed in projects aiming at changing business strategies, but with the result of updating information systems infrastructures. Develops a framework for analysing efficient matches of different types of drivers and tracers in development projects. The framework distinguishes between projects aiming at changing the business and those seeking to change processes. These can be further divided into classes according to objectives and results.

Increased demand for organized home help for elderly and disabled people and parallel budget cuts of social care require new efficient solutions to save home‐helpers’ time and ensure the current quality of provided services. A number of trials for renewing grocery purchasing process as a part of home help for the elderly and disabled have lately been initiated in Finland. In all but one of these trials electronic commerce (EC) services are included in the purchase process. In this article we compare these trials using the time efficiency of home‐helpers as a primary criterion. Using electronic order delivery gives even additional benefits, releasing the home‐helper from the need to visit the grocery store. The Full EC Model would be the best solution. However, it might not be feasible for most customers, who do not necessarily have the technology or ability to use it. Therefore, the intermediary based EC seems to be most suitable for this customer group.

Evaluates which information included in Marketing Information Systems (MkIS) has been important in providing support for the marketing management process. Also analyses what improvements in marketing and sales have been realized by implementing MkIS to support the marketing management process. Furthermore, investigates, in more detail, what operational MkIS sub‐systems have contributed to improved effectiveness for implementing and controlling marketing efforts. The results of a survey of 50 Finnish wholesale companies showed that MkIS have supported marketing management in all complementary steps of the marketing management process. Information that is perceived to be useful for the different steps of this process, however, varies. The perceived improvements of studied MkIS usage were higher in marketing than sales tasks. These findings indicated that instead of one MkIS, organizations would be better advised to develop MkIS sub‐systems to support the different steps in the marketing management process and also sub‐systems to support sales activities directly, although still allowing technical and functional integration when needed. According to marketing managers surveyed, those who invested in more sophisticated MkIS sub‐systems such as direct mailing and telemarketing systems, have achieved good results in implementing and controlling their marketing efforts. Later discusses the opportunities for these types of operational MkIS sub‐systems.

Purpose – This chapter focuses on ways urban – and other non-local – pressures have influenced a rural archipelago area by studying changes in fisheries-related livelihoods, use of natural resources and regulatory regimes.

Design/methodology/approach – The material for this chapter comprises mainly of structured and semi-structured interviews with fishers and other stakeholders in the Archipelago Sea and in the Åland Islands, SW Finland. A governance approach is used, taking into account the interactive social, economic and ecological systems embedded in institutions, social networks and cultures.

Findings – The economic importance of traditional fishing livelihood has diminished, but fishing still holds a strong position in the culture and life mode of the local people in the studied archipelago areas. In families selling fish, this income stands typically for a part of the household income and especially wage work has become an important income source in the pluriactivity. Providing services for the tourists and summer cottage dwellers is a potentially growing source of livelihood. The increased recreational use of the Finnish Archipelago Sea has changed the ownership structure of the land area, mostly due to the popular summer cottage dwelling. New public fishing rights for (often urban) recreational fishers have narrowed the scope of the local decision-making and aroused resistance among the local archipelago people.

Originality/value – Rural–urban relations and governance aspects have been rarely studied in relation to the use of natural resources. This chapter gives new insights into the multifaceted roles of new urban influences in rural settings.

The chapters in this book focus on using different types of mediated discourse technologies such as classroom response systems and class replay systems to create technology-rich social learning environments within the classroom. Improvements in low-cost, ubiquitous digital technologies and development of modern learning theories are rapidly changing the manner in which we teach and learn in the postindustrial age. These transformative advancements are also refining our views of what it means to teach and learn in a globalized world. At both the individual and group levels, mediated discourse technologies are becoming more prevalent in higher education as teaching and learning tools across a wide range of disciplines to better engage students and create more participatory and engaging learning environments. Using these technologies in a purposeful manner also has the potential of creating more interesting and enjoyable social learning environments for both instructors and students.

Anthony ‘Skip’ Basiel has been involved in e-learning in the United Kingdom for almost two decades. His work with the British Council in 2004 won him eTutor of the Year Award with the Higher Education Academy. As an Adobe International Education Leader he has expertise in new media and web video conferencing consulting organizations such as Oxford University. He is an Adobe Certified Associate in Web Communication (2010).