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Applied Research
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Applied Research
2008 Capstone Abstracts
Building a Strong Customer-centric Strategy to Enable CRM and Develop Customer Loyalty
Kristen Ballard, Intel Corporation
Customer Relationship Management (CRM) requires a customer-centric focus that aligns business strategies with customer needs to generate profit through maximizing customer lifetime value. Many business managers implement CRM technology without addressing the customer-centric strategic orientation that must be present for CRM to be successful. This Review of the Literature examines 22 articles published between 1973 and 2007 that emphasize customer-centric business strategy as a foundation for CRM and a facilitator for customer loyalty.
Using Collaboration for Successful Global Virtual Team Management
Alex Bringas, IT Manager, Intel Corporation
Virtual teams have become the norm in response to global business demands. This literature review poses the question, What can IT mangers learn about the nature of collaborative work that will improve their ability to successfully manage these teams? A synthesis of literature published in the past decade is examined to present unique characteristics of virtual teams and recommended strategies and tools to enable collaborative work, in support of more successful team management.
Strategic Project Management: Aligning Strategic Business Objectives with Project Management Strategy
Jennifer DyReyes, Project Manager, ADP, Inc.
This literature review examines the theory of "strategic project management" as a concept that aligns organizational strategic intent and project management goals. Twenty-eight sources published between 1998 and 2008 are analyzed to understand how strategic project management enables the alignment of business objectives with project strategy in support of overall competitive advantage. The role of project portfolio management and the cultivation and management of organizational competencies, capabilities and project leadership (resource-based view) are also examined.
Implementing Enterprise Content Management Using Microsoft SharePoint™
Dana Fowler, Key Knife Incorporated
Enterprise Content Management (ECM) refers to technologies used to capture, manage, store, preserve, and deliver content and documents related to organizational processes (Duhon, 2005a). Microsoft SharePoint™ provides the ability to create, publish, and manage content (Microsoft, 2007a). Through analysis of 25 sources published between 2002 and 2007, this literature review provides an introduction to SharePoint and describes its role as a specific selected ECM in order to assist information managers in the implementation of ECM.
Enhancing Home Computer User Information Security: Factors to Consider in the Design of Anti-phishing Applications
Melinda Geist, Intel Corporation
As home computer users increase dependency on the Internet to complete electronic transactions, the need to resolve phishing vulnerabilities in the user interface becomes more urgent (Dhamija & Tygar, 2005a). Selected literature published between 2004 and 2007 is analyzed to provide designers and developers of anti-phishing applications with a set of fundamental user-centered design principles to consider prior to system design and technology solutions selection. The significance of anti-phishing user education is also examined.
Selected Collaboration Tools that Address the Communication Challenges Faced by Virtual Project Team Leaders
Andres Gutierrez, TSYS (Total System Services)
Communication is considered a key factor for effective project management and project success. This literature review examines information published between 1994 and 2007, about the communication challenges faced by project managers, when leading virtual teams. Results reveal three types of collaboration tools (information management, conferencing, and project management) that can be used to address three larger kinds of typical communication challenges. Research indicates that establishing trust and addressing information overload are two additional key elements.
The Role of Middleware in Mobile Device Content Delivery
Tim Kraska
Middleware has an important role in connecting distributed mobile systems. According to Grigoras (2006), mobile middleware provides transparent access to proprietary services and resources in a cost effective way. Delivering content to mobile devices requires understanding (1) mobile architecture strategies, (2) the role of middleware, and (3) the ability to reuse existing content through adaptation. This literature review describes software and technology trends that address issues and limitations concerning mobile devices and content delivery.
The Role of the Project Management Office in a Multi-Project Environment: Enhancing Governance for Increased Project Success Rates
Jim Misner, Engineering Project Manager, Comcast
Research indicates that project management becomes increasingly difficult when there are multiple overlapping projects, resulting in a need for enhanced governance controls to increase success rates. A Project Management Office (PMO), defined by Grey and Larson (2006) as a centralized unit to oversee project management, is often utilized. This literature review of references published between 2000 and 2008 provides mid-level decision makers a synthesis of ideas related to the role and value of the PMO.
Corporate Training, Constructivism, and Electronic Performance Support Systems: A Review of Literature
T. Trask, Training Consultant, Standard Insurance Company
A deeper understanding of EPSS website construction has the potential to benefit web developers and the enterprise through improved EPSS practice, and may add consistency to instructional design. The target audience is corporate web authors. Selected literature, published from 2000-2007, examines the following areas: (1) corporate training, including the role of EPSS systems, (2) principles of a Constructivist Learning Theory, and (3) opportunities to align types of EPSS support structures to Constructivist pedagogy.
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