Four-Phase-Model for the Implementation of Shared Services

Size: px
Start display at page:

Download "Four-Phase-Model for the Implementation of Shared Services"

Transcription

1 Martin H. Wenderoth Four-Phase-Model for the Implementation of Shared Services Verlag Dr. Kovac Hamburg 2014

2 Table of Content Foreword V Acknowledgement VII Abstract... IX Table of Content XI List of Figures XIX List of Tables XXI Abbreviations XXIII 1. Introduction Problem Definition Historic Development of Shared Services Present Situation of Shared Services in Theory and Practice External Drivers and Enablers of Shared Services Present Situation and Outlook Status Quo of Research Regarding Shared Services Classification of Publications Shortcomings of Empirical Studies Theoretical Foundation of Shared Services 22, Summary of Findings Research Objective Methodology Shared Services: Definition, Objectives and Differentiation General Definition Semantic Representation Structured Representation of the Shared Service concept Definitions Objectives Pursued by Shared Services Characteristics of Shared Services Objectives 42 XI

3 Risks and Limitations of Shared Services Conceptual distinction from other organisational approaches Shared Services vs. Decentralised Departments Shared Services vs. Centralised Departments Shared Services vs. Outsourcing Summary Structured Concept for the Implementation of Shared Services Basic Considerations Four-Phase-Model Strategy Situation Analysis Objective Setting Feasibility Study Strategy Selection Organisation Governance Design Phase Standardisation of Business Processes Harmonisation of the Technological Landscape Blueprint / Implementation Plan Transformation Change Management Service Level Agreement (SLA) Rollout and Implementation Operation Control Mechanism Information Flow Continuous Improvements Summary 98 XII

4 4. Theoretical Foundation of the Four-Phase-Model Selection of Theories Neoclassical Economics Industrial Economics Game Theory New Institutional Economics Property Right Theory Transaction Cost Theory Principal Agent Theory Strategic Management and Organisational Behaviour Resource-Based View Network Model 111, Summary Derivation of Hypotheses from the Selected Theories Property Right Theory Influence of the Property Right Theory on the 'Organisation' Transaction Cost Theory Influence of the Transaction Cost Theory on the 'Strategy' and..115, Influence of the Transaction Cost Theory on the 'Organis Principal Agent Theory Influence of the Principal Agent Theory on the ^Transform Resource-Based View 122 : 4-2,4.1. Influence of the Resource-Based View on the 'Strategy' Phase , Influence of the Resource-Based View on the 'Operation' Phase Network Model Influence of the Network Model on the 'Operation' Phase Impact on the Success of Shared Services Influence from the 'Strategy' Phase Influence from the 'Organisation' Phase 130 XIII

5 Influence from the 'Transformation' Phase Influence from the 'Operation' Phase Summary of Hypotheses Empirical Study Definition and Motivation of the Research Method Research Design Research Approach Online Survey Questionnaire Design Verification through a Pre-Test Expert Interviews Population Large-scale Enterprises Consulting Companies Researchers Return Rate Evaluation Methodologies Evaluation Methods - Univariate Techniques Evaluation Methods - Bivariate Techniques Analysis of Results Descriptive Analysis Structure of the Responders General Importance of Shared Services Descriptive Analysis: 'Strategy' Phase Descriptive Analysis: 'Organisation' Phase Descriptive Analysis: 'Transformation' Phase Descriptive Analysis: 'Operation' Phase.: Overall Evaluation of the Shared Service Concept Examination of Hypothesis 169 XIV

6 Hypothesis: 'Strategy' Phase Hypothesis: 'Organisation' Phase Hypothesis: 'Transformation' Phase Hypothesis: 'Operation' Phase Summary of Findings Analysis of Success Factors Success Factors: 'Strategy' Phase Success Factors: 'Organisation' Phase Success factors: 'Transformation' Phase Success factors: 'Operation' Phase Summary of Findings Expert Interviews Interview Partners Dr. Hauck, Bayer AG Mr. Kessler, arvato Bertelsmann Dr. Kropfl, Sparkassen Abwicklungs- und Service Gesellschaft Mr. Lehnert, Deutsche ACCUmotive - Daimler Group Mr. Schuller, E.ON Energy and Trading Mr. Straube, Celesio AG Key Findings from the Expert Interviews Strategic Direction Followed During the Implementation Operative Versus Strategic Importance of Business Processes Utilisation of Shared Services in Practice Recommended Organisational Form for Shared Service Operat Standardisation ofprocesses and Technologies Dysfunctional Behaviours and Change Management Abilities of the Shared Service Organisation Distribution of Power Between Shared Services and the Parent Satisfaction with Shared Services 214 XV

7 7. Conceptual Approach for Implementing Shared Services 'Strategy' Phase General Strategic Direction Frequency of Business Process Transfers Degree of Shared Service Utilisation Recommendations for Practitioners 'Organisation' Phase Organisational Form Standardisation Recommendations for Practitioners 'Transformation' Phase Change Management Service Level Agreement Recommendations for Practitioners 'Operation' Phase Customer Satisfaction Control Mechanism Recommendations for Practitioners Conclusions Summary of Findings Critical Appraisal and Possible Further Research 235 Bibliography 239 Appendices 265 A-01. Vault Ranking Top 50 Consulting Companies 265 A-02. Pre-Test: Experts and Results 265 A-03. Population 266 A Large-scale Enterprises 266 A Consulting Companies 267 A Institutions for Higher Education 267 A-04. Cover Letter and Reminder 267 XVI

8 A Cover Letter 267 A Reminder Letter 270 A-05. Questionnaire 273 A-06. Statistical Results 291 A-07. Incentives 291 A Executive Summary 291 A Donations 291 A-08. Transcription Expert Interviews 292 A-09. Descriptive Statistics - Illustrations 292 A General Importance of Shared Services 292 A Descriptive Analysis: 'Strategy' Phase 295 A Descriptive Analysis: 'Organisation' Phase 299 A Descriptive Analysis: 'Transformation' Phase 301 A Descriptive Analysis: 'Operation' Phase 304 A Overall Evaluation of the Shared Service Concept 306 XVII

The Impact of Corporate Venture Capital

The Impact of Corporate Venture Capital Timo B. Poser The Impact of Corporate Venture Capital Potentials of Competitive Advantages for the Investing Company Deutscher Universitats-Verlag IX Table of contents List of illustrations List of tables

More information

CUSTOMER RELATIONSHIP MANAGEMENT AND ITS INFLUENCE ON CUSTOMER LOYALTY AT LIBERTY LIFE IN SOUTH AFRICA. Leon du Plessis MINOR DISSERTATION

CUSTOMER RELATIONSHIP MANAGEMENT AND ITS INFLUENCE ON CUSTOMER LOYALTY AT LIBERTY LIFE IN SOUTH AFRICA. Leon du Plessis MINOR DISSERTATION CUSTOMER RELATIONSHIP MANAGEMENT AND ITS INFLUENCE ON CUSTOMER LOYALTY AT LIBERTY LIFE IN SOUTH AFRICA by Leon du Plessis MINOR DISSERTATION Submitted in partial fulfilment of the requirements for the

More information

Preface. Table of Contents. List of Figures. List of Tables. List of Abbreviations. 1 Introduction 1. 2 Problem 23.

Preface. Table of Contents. List of Figures. List of Tables. List of Abbreviations. 1 Introduction 1. 2 Problem 23. XI Outline Foreword Preface Outline Table of Contents List of Figures List of Tables List of Abbreviations VII IX XI XIII XXI XXIII XXV 1 Introduction 1 2 Problem 23 3 Related Work 35 4 Development of

More information

Investing in Private Equity Partnerships

Investing in Private Equity Partnerships Kay Muller Investing in Private Equity Partnerships The Role of Monitoring and Reporting With a foreword by Prof. Dr. Dr. Ann-Kristin Achleitner GABLER EDITION WISSENSCHAFT Table of Contents IX Table of

More information

Usability Evaluation of Modeling Languages

Usability Evaluation of Modeling Languages Usability Evaluation of Modeling Languages Bearbeitet von Christian Schalles 1. Auflage 2012. Taschenbuch. XXIII, 183 S. Paperback ISBN 978 3 658 00050 9 Format (B x L): 0 x 0 cm Gewicht: 275 g Weitere

More information

Supervisor Psychological Contract Management

Supervisor Psychological Contract Management Maida Petersitzke Supervisor Psychological Contract Management Developing an Integrated Perspective on Managing Employee Perceptions of Obligations With a Foreword by Prof. Dr. Michel E. Domsch GABLER

More information

Multi-Channel Distribution Strategies in the Financial Services Industry

Multi-Channel Distribution Strategies in the Financial Services Industry Multi-Channel Distribution Strategies in the Financial Services Industry DISSERTATION der Universität St. Gallen, Hochschule für Wirtschafts-, Rechts- und Sozialwissenschaften (HSG) zur Erlangung der Würde

More information

United States and European Union Auditor Independence Regulation

United States and European Union Auditor Independence Regulation Christiane Strohm 2008 AGI-Information Management Consultants May be used for personal purporses only or by libraries associated to dandelon.com network. United States and European Union Auditor Independence

More information

Nearshore IT Sourcing for Small- and Medium-Sized Enterprises: An Exploratory Study of Swiss SMEs Sourcing from Russia and Ukraine

Nearshore IT Sourcing for Small- and Medium-Sized Enterprises: An Exploratory Study of Swiss SMEs Sourcing from Russia and Ukraine Nearshore IT Sourcing for Small- and Medium-Sized Enterprises: An Exploratory Study of Swiss SMEs Sourcing from Russia and Ukraine DISSERTATION of the University of St. Gallen, Graduate School of Business

More information

Quality Management. Theory and Application PETER D. MAUCH. Ltfi) CRC Press. \ V J Taylor & Francis Group. ^ ^ Boca Raton London New York

Quality Management. Theory and Application PETER D. MAUCH. Ltfi) CRC Press. \ V J Taylor & Francis Group. ^ ^ Boca Raton London New York Quality Management Theory and Application PETER D. MAUCH Ltfi) CRC Press \ V J Taylor & Francis Group ^ ^ Boca Raton London New York CRC Press is an imprint of the Taylor & Francis Group, an Informa business

More information

SECOND EDITION THE SECURITY RISK ASSESSMENT HANDBOOK. A Complete Guide for Performing Security Risk Assessments DOUGLAS J. LANDOLL

SECOND EDITION THE SECURITY RISK ASSESSMENT HANDBOOK. A Complete Guide for Performing Security Risk Assessments DOUGLAS J. LANDOLL SECOND EDITION THE SECURITY RISK ASSESSMENT HANDBOOK A Complete Guide for Performing Security Risk Assessments DOUGLAS J. LANDOLL CRC Press Taylor & Francis Group Boca Raton London New York CRC Press is

More information

Environmental and Material Flow Cost Accounting

Environmental and Material Flow Cost Accounting Environmental and Material Flow Cost Accounting Principles and Procedures Christine Jasch 4y Springer Contents Foreword by Tarcisio AIvarez-Rivero, UNDESA Acknowledgments List of Abbreviations List of

More information

Contents. xvii. Preface. xxi. Foreword. 1 Introduction 1. Preamble 1. Scope and Structure of the Book 3. Acknowledgments 4 Endnotes 5

Contents. xvii. Preface. xxi. Foreword. 1 Introduction 1. Preamble 1. Scope and Structure of the Book 3. Acknowledgments 4 Endnotes 5 Contents Preface Foreword xvii xxi 1 Introduction 1 Preamble 1 Scope and Structure of the Book 3 Acknowledgments 4 Endnotes 5 2 Engineering Systems 7 Introduction 8 Some Initial Observations 8 Deficient

More information

Subject CT7 Business Economics Core Technical Syllabus

Subject CT7 Business Economics Core Technical Syllabus Subject CT7 Business Economics Core Technical Syllabus for the 2016 exams 1 June 2015 Aim The aim of the Business Economics subject is to introduce students to the core economic principles and how these

More information

Workflow Administration of Windchill 10.2

Workflow Administration of Windchill 10.2 Workflow Administration of Windchill 10.2 Overview Course Code Course Length TRN-4339-T 2 Days In this course, you will learn about Windchill workflow features and how to design, configure, and test workflow

More information

TABLE OF CONTENTS CHAPTER TITLE PAGE

TABLE OF CONTENTS CHAPTER TITLE PAGE viii TABLE OF CONTENTS CHAPTER TITLE PAGE TITLE PAGE DECLARATION DEDICATION ACKNOWLEDGEMENT ABSTRACT ABSTRAK TABLE OF CONTENTS LIST OF TABLES LIST OF FIGURES LIST OF APPENDICES I II III IV VI VII VIII

More information

Security Metrics. A Beginner's Guide. Caroline Wong. Mc Graw Hill. Singapore Sydney Toronto. Lisbon London Madrid Mexico City Milan New Delhi San Juan

Security Metrics. A Beginner's Guide. Caroline Wong. Mc Graw Hill. Singapore Sydney Toronto. Lisbon London Madrid Mexico City Milan New Delhi San Juan Security Metrics A Beginner's Guide Caroline Wong Mc Graw Hill New York Chicago San Francisco Lisbon London Madrid Mexico City Milan New Delhi San Juan Seoul Singapore Sydney Toronto Contents FOREWORD

More information

Total Facilities Management

Total Facilities Management Total Facilities Management Third Edition Brian Atkin PhD, MPMI, BSC, FRICS, FCIOB Adrian Brooks BSC (Hons), MBA, MRICS WILEY-BLACKWELL A John Wiley & Sons, Ltd., Publication Preface to the Third Edition

More information

Holger Dannenberg Dirk Zupancic. Optimising Customer and Sales Management

Holger Dannenberg Dirk Zupancic. Optimising Customer and Sales Management Holger Dannenberg Dirk Zupancic Optimising Customer and Sales Management Contents Preface I. Preface II V IX Foreword, XIII Profile of the authors XV 1. Introduction: Excellence in sales and customer management..;..'

More information

Impact of IT Outsourcing on Business & IT Alignment

Impact of IT Outsourcing on Business & IT Alignment x Impact of IT Outsourcing on Business & IT Alignment Summary IT outsourcing does not matter from an alignment perspective This dissertation is the end result of over four years of research, and over fifteen

More information

List of figures. List of tables. Abbreviations and acronyms

List of figures. List of tables. Abbreviations and acronyms Preface List of figures List of tables Abbreviations and acronyms vii xv xix xxiii I Introduction and methods 1 General introduction 3 1.1 Introduction... 3 1.2 Themotivesforthisresearch... 3 1.3 Riskmanagement...

More information

Global Project Management

Global Project Management Global Project Management Communication, Collaboration and Management Across Borders Jean binder Contents List of Figures List of Tables Acknowledgements Preface xiii xv xvii xix Introduction 1 Traditional,

More information

Essentials of Marketing Research

Essentials of Marketing Research Essentials of Marketing Second Edition Joseph F. Hair, Jr. Kennesaw State University Mary F. Wolfinbarger California State University-Long Beach David J. Ortinau University of South Florida Robert P. Bush

More information

Data Security at the KOKU

Data Security at the KOKU I. After we proposed our project to the central registration office of the city of Hamburg, they accepted our request for transferring information from their birth records. Transfer of all contact details

More information

CUSTOMER ONLINE PURCHASE INTENTION TOWARDS AIRLINE E-TICKETING IN KLANG VALLEY CHEW YUH YIING CHONG CHOOI SUN MICHELLE SIM KAI FERN YONG SOOK HUOI

CUSTOMER ONLINE PURCHASE INTENTION TOWARDS AIRLINE E-TICKETING IN KLANG VALLEY CHEW YUH YIING CHONG CHOOI SUN MICHELLE SIM KAI FERN YONG SOOK HUOI CUSTOMER ONLINE PURCHASE INTENTION TOWARDS AIRLINE E-TICKETING IN KLANG VALLEY BY CHEW YUH YIING CHONG CHOOI SUN MICHELLE SIM KAI FERN YONG SOOK HUOI A research project submitted in partial fulfillment

More information

Improving Traceability in Distributed Collaborative Software Development

Improving Traceability in Distributed Collaborative Software Development Tobias Hildenbrand Improving Traceability in Distributed Collaborative Software Development A Design Science Approach PETER LANG Internationaler Verlag der Wissenschaften List of Figures List'of Tables

More information

FINAL JOINT PRETRIAL ORDER. This matter is before the Court on a Final Pretrial Conference pursuant to R. 4:25-1.

FINAL JOINT PRETRIAL ORDER. This matter is before the Court on a Final Pretrial Conference pursuant to R. 4:25-1. SUPERIOR COURT OF NEW JERSEY MIDDLESEX COUNTY:LAW DIVISION Docket No. Plaintiff(s), v. Defendant(s). FINAL JOINT PRETRIAL ORDER This matter is before the Court on a Final Pretrial Conference pursuant to

More information

Master Data Management

Master Data Management Master Data Management David Loshin AMSTERDAM BOSTON HEIDELBERG LONDON NEW YORK OXFORD PARIS SAN DIEGO Ик^И V^ SAN FRANCISCO SINGAPORE SYDNEY TOKYO W*m k^ MORGAN KAUFMANN PUBLISHERS IS AN IMPRINT OF ELSEVIER

More information

Regulation On Attainment of Doctor of Sciences Degree at SEEU (PhD)

Regulation On Attainment of Doctor of Sciences Degree at SEEU (PhD) According to article 118 of the Law on Higher Education of Republic of Macedonia; articles 60, 68 and 69 of SEEU statute ; based on decision of Council of Teaching and Science of SEEU of date April 12th

More information

STATE UNIVERSITY OF NEW YORK COLLEGE OF TECHNOLOGY CANTON, NEW YORK COURSE OUTLINE EADM 435 DISASTER SIMULATION

STATE UNIVERSITY OF NEW YORK COLLEGE OF TECHNOLOGY CANTON, NEW YORK COURSE OUTLINE EADM 435 DISASTER SIMULATION STATE UNIVERSITY OF NEW YORK COLLEGE OF TECHNOLOGY CANTON, NEW YORK COURSE OUTLINE EADM 435 DISASTER SIMULATION Prepared By: Dr. Michael J. O Connor Jr. SCHOOL OF BUSINSS AND LIBERAL ARTS DEPARTMENT OF

More information

1 of 7 31/10/2012 18:34

1 of 7 31/10/2012 18:34 Regulatory Story Go to market news section Company TIDM Headline Released Number Ironveld PLC IRON Holding(s) in Company 18:01 31-Oct-2012 0348Q18 RNS Number : 0348Q Ironveld PLC 31 October 2012 TR-1:

More information

Dealing with digital Information richness in supply chain Management - A review and a Big Data Analytics approach

Dealing with digital Information richness in supply chain Management - A review and a Big Data Analytics approach Florian Kache Dealing with digital Information richness in supply chain Management - A review and a Big Data Analytics approach kassel IH university press Contents Acknowledgements Preface Glossary Figures

More information

Introduction to Windchill Projectlink 10.2

Introduction to Windchill Projectlink 10.2 Introduction to Windchill Projectlink 10.2 Overview Course Code Course Length TRN-4270 1 Day In this course, you will learn how to participate in and manage projects using Windchill ProjectLink 10.2. Emphasis

More information

C ONTENTS. Acknowledgments

C ONTENTS. Acknowledgments kincaidtoc.fm Page vii Friday, September 20, 2002 1:25 PM C ONTENTS Preface Acknowledgments xxi xxvii Part 1 CRM: Is It Right for Your Company? 1 Chapter 1 Commerce in the 21st Century 3 1.1 Understanding

More information

Information Technology and Organizational Learning

Information Technology and Organizational Learning Information Technology and Organizational Learning Managing Behavioral Change through Technology and Education Second Edition Arthur M. Langer CRC Press Taylor & Francis Group Boca Raton London New York

More information

Table of contents. 1 Introduction 1. 2 Background 15

Table of contents. 1 Introduction 1. 2 Background 15 Table of contents 1 Introduction 1 1.1 Framework and intent of the work 2 1.2 Research approach 7 1.2.1 Research design framework 7 1.2.2 Research approach and procedure 9 1.3 Structure outline 12 2 Background

More information

How To Understand Multivariate Models

How To Understand Multivariate Models Neil H. Timm Applied Multivariate Analysis With 42 Figures Springer Contents Preface Acknowledgments List of Tables List of Figures vii ix xix xxiii 1 Introduction 1 1.1 Overview 1 1.2 Multivariate Models

More information

Market Entry Strategies of Foreign Telecom Companies in India

Market Entry Strategies of Foreign Telecom Companies in India Kiruba Jeyaseeli Benjamin Levi Market Entry Strategies of Foreign Telecom Companies in India With forewords by Prof. Dr. Rudolf Griinig and Prof. Prabhu Guptara Deutscher Universitats-Verlag Brief contents

More information

Axel Sommer. Managing Green Business. Model Transformations. < ) Springer

Axel Sommer. Managing Green Business. Model Transformations. < ) Springer Axel Sommer Managing Green Business Model Transformations < ) Springer Contents List of Figures List of Tables List of Abbreviations XIX XXIII XXV Part I: Introduction 1 The Emergence of Green Business

More information

A. Method for Assessing the Likelihood of Burn-out of Global ERP-Programmes

A. Method for Assessing the Likelihood of Burn-out of Global ERP-Programmes A. Method for Assessing the Likelihood of Burn-out of Global ERP-Programmes DISSERTATION of the University of St. Gallen, Graduate School of Business Administration, Economics, Law and Social Sciences

More information

Enrolled Copy S.B. 40

Enrolled Copy S.B. 40 1 FINANCIAL AND ECONOMIC LITERACY AMENDMENTS 2 2014 GENERAL SESSION 3 STATE OF UTAH 4 Chief Sponsor: Patricia W. Jones 5 House Sponsor: Rich Cunningham 6 7 LONG TITLE 8 General Description: 9 This bill

More information

ARIS Design Platform Getting Started with BPM

ARIS Design Platform Getting Started with BPM Rob Davis and Eric Brabander ARIS Design Platform Getting Started with BPM 4y Springer Contents Acknowledgements Foreword xvii xix Chapter 1 An Introduction to BPM 1 1.1 Brief History of Business Process

More information

Contemporary Linguistics

Contemporary Linguistics Contemporary Linguistics An Introduction Editedby WILLIAM O'GRADY MICHAEL DOBROVOLSKY FRANCIS KATAMBA LONGMAN London and New York Table of contents Dedication Epigraph Series list Acknowledgements Preface

More information

Business Model Innovation in Wealth Management

Business Model Innovation in Wealth Management Business Model Innovation in Wealth Management DISSERTATION of the University of St. Gallen, Graduate School of Business Administration, Economics, Law and Social Sciences (HSG) to obtain the title of

More information

Music Business Lecturers Oxford, UK Seeking Part-time and casual appointments

Music Business Lecturers Oxford, UK Seeking Part-time and casual appointments Music Business Lecturers Oxford, UK Seeking Part-time and casual appointments SAE Institute is a leading global provider of education for creative media industries with a current network of over 50 Colleges

More information

First-Time-Right Procurement (FTRP)

First-Time-Right Procurement (FTRP) Oliver Münci> First-Time-Right Procurement Substitution of the Paradox Purchasing Savings through First-Time-Right Procurement (FTRP) 4^ Springer Gabler Acknowledgement Abstract Table Of Contents Acronyms

More information

PURCHASING & SUPPLY CHAIN MANAGEMENT

PURCHASING & SUPPLY CHAIN MANAGEMENT FIFTH EDITION PURCHASING & SUPPLY CHAIN MANAGEMENT Analysis, Strategy, Planning and Practice AHJAN J. VAN WEELE Eindhoven University of Technology, The Netherlands ;\ CENGAGE t% Learning" Australia Brazil

More information

CIMA'S Official Learning System

CIMA'S Official Learning System cima CIMA'S Official Learning System Strategic Level Paul M. Collier Sam Agyei-Ampomah ELSEVIER AMSTERDAM BOSTON HEIDELBERG LONDON NEW YORK OXFORD PARIS SAN DIEGO SAN FRANCISCO SINGAPORE SYDNEY TOKYO Contents

More information

KATHARINE HOUSE HOSPICE JOB DESCRIPTION. Advanced Nurse Practitioner (Independent Prescriber)

KATHARINE HOUSE HOSPICE JOB DESCRIPTION. Advanced Nurse Practitioner (Independent Prescriber) KATHARINE HOUSE HOSPICE JOB DESCRIPTION Advanced Nurse Practitioner (Independent Prescriber) Post Holder: Area of Work: Responsible to: Vacant Day Therapies Director of Nursing Services Mission To offer

More information

Research design and methods Part II. Dr Brian van Wyk POST-GRADUATE ENROLMENT AND THROUGHPUT

Research design and methods Part II. Dr Brian van Wyk POST-GRADUATE ENROLMENT AND THROUGHPUT Research design and methods Part II Dr Brian van Wyk POST-GRADUATE ENROLMENT AND THROUGHPUT From last week Research methodology Quantitative vs. Qualitative vs. Participatory/action research Research methods

More information

Eurostat's 2010 Survey Questionnaire on Access to Finance

Eurostat's 2010 Survey Questionnaire on Access to Finance From: Entrepreneurship at a Glance 2012 Access the complete publication at: http://dx.doi.org/10.1787/entrepreneur_aag-2012-en Eurostat's 2010 Survey Questionnaire on Access to Finance Please cite this

More information

The Economics of the Welfare State

The Economics of the Welfare State The Economics of the Welfare State Third edition NICHOLAS BARR Oxford University Press CONTENTS List of figures xxiii List of tables xxiv Abbreviations xxv PART1. CONCEPTS 1. Introduction 3 2. The historical

More information

PART A: OVERVIEW...1 1. INTRODUCTION...1 2. APPLICABILITY...1 3. OBJECTIVE...1 PART B: LEGAL PROVISIONS...2 4. LEGAL PROVISIONS...

PART A: OVERVIEW...1 1. INTRODUCTION...1 2. APPLICABILITY...1 3. OBJECTIVE...1 PART B: LEGAL PROVISIONS...2 4. LEGAL PROVISIONS... PART A: OVERVIEW...1 1. INTRODUCTION...1 2. APPLICABILITY...1 3. OBJECTIVE...1 PART B: LEGAL PROVISIONS...2 4. LEGAL PROVISIONS...2 PART C: POLICY...2 5. SCOPE OF ACTIVITIES THAT CAN BE OUTSOURCED...2

More information

TABLE OF CONTENTS CHAPTER DESCRIPTION PAGE

TABLE OF CONTENTS CHAPTER DESCRIPTION PAGE vii TABLE OF CONTENTS CHAPTER DESCRIPTION PAGE TITLE DECLARATION DEDICATION ACKNOWLEDGEMENT ABSTRACT ABSTRAK LIST OF CONTENTS LIST OF FIGURES LIST OF TABLES LIST OF APPENDICES i ii iii iv v vi vii xii

More information

TITLE 9. HEALTH SERVICES CHAPTER 1. DEPARTMENT OF HEALTH SERVICES ADMINISTRATION ARTICLE 4. CODES AND STANDARDS REFERENCED

TITLE 9. HEALTH SERVICES CHAPTER 1. DEPARTMENT OF HEALTH SERVICES ADMINISTRATION ARTICLE 4. CODES AND STANDARDS REFERENCED TITLE 9. HEALTH SERVICES CHAPTER 1. DEPARTMENT OF HEALTH SERVICES ADMINISTRATION ARTICLE 4. CODES AND STANDARDS REFERENCED R9-1-412. Physical Plant Health and Safety Codes and Standards A. The following

More information

Risk Analysis and the Security Survey

Risk Analysis and the Security Survey Risk Analysis and the Security Survey Fourth Edition James F. Broder Eugene Tucker ELSEVIER AMSTERDAM BOSTON HEIDELBERG LONDON NEWYORK OXFORD PARIS SAN DIEGO SAN FRANCISCO SINGAPORE SYDNEY TOKYO Butterworth-Heinemann

More information

15 Organisation/ICT/02/01/15 Back- up

15 Organisation/ICT/02/01/15 Back- up 15 Organisation/ICT/02/01/15 Back- up 15.1 Description Backup is a copy of a program or file that is stored separately from the original. These duplicated copies of data on different storage media or additional

More information

Clinical Preceptor Handbook Respiratory Care Practitioner Program Wheeling Jesuit University

Clinical Preceptor Handbook Respiratory Care Practitioner Program Wheeling Jesuit University Clinical Preceptor Handbook Respiratory Care Practitioner Program Wheeling Jesuit University 2 Contents I. Objective 3 II. The role of the clinical preceptor (CP) 3 III. Criteria for selection of clinical

More information

Requirements Engineering

Requirements Engineering Murali Chemuturi Requirements Engineering and Management for Software Development Projects Foreword by Tom Gilb ^ Springer Contents 1 Introduction to Requirements Engineering and Management... 1 1.1 What

More information

Business Valuation Discounts and Premiums

Business Valuation Discounts and Premiums Business Valuation Discounts and Premiums Second Edition SHANNON P. PRATT WILEY John Wiley & Sons, Inc. Contents List of Exhibits xv About the Author xix About the Contributing Authors xxi Foreword Preface

More information

Illinois Early Intervention System Overview Online Training Outline

Illinois Early Intervention System Overview Online Training Outline Illinois Early Intervention System Overview Online Training Outline I. System Overview Demonstration provides tips on how to navigate the online modules II. Early Intervention at a Glance (approximately

More information

THE MANAGEMENT OF SICKNESS ABSENCE BY NHS TRUSTS IN WALES

THE MANAGEMENT OF SICKNESS ABSENCE BY NHS TRUSTS IN WALES THE MANAGEMENT OF SICKNESS ABSENCE BY NHS TRUSTS IN WALES Report by Auditor General for Wales, presented to the National Assembly on 30 January 2004 Executive Summary 1 The health and well being of the

More information

Targeted Advertising and Consumer Privacy Concerns Experimental Studies in an Internet Context

Targeted Advertising and Consumer Privacy Concerns Experimental Studies in an Internet Context TECHNISCHE UNIVERSITAT MUNCHEN Lehrstuhl fur Betriebswirtschaftslehre - Dienstleistungsund Technologiemarketing Targeted Advertising and Consumer Privacy Concerns Experimental Studies in an Internet Context

More information

Contents. iii. ix xi xi xi xiii xiii xiii xiv xv xvi xvii xix

Contents. iii. ix xi xi xi xiii xiii xiii xiv xv xvi xvii xix What s New in Microsoft Office Project 2003 Getting Help Getting Help with This Book and Its CD-ROM Getting Help with Microsoft Office Project 2003 Using the Book s CD-ROM What s on the CD-ROM System Requirements

More information

Business to Business Marketing Management

Business to Business Marketing Management Business to Business Marketing Management A global perspective SECOND EDITION Alan Zimmerman and Jim Blythe 13 Routledge jjj^^ Taylor & Francis Croup LONDON AND NEW YORK Contents List of case studies List

More information

Regulatory Story. RNS Number : 8343I. DCD Media PLC. 08 July 2013. TR-1: NOTIFICATION OF MAJOR INTEREST IN SHARES i

Regulatory Story. RNS Number : 8343I. DCD Media PLC. 08 July 2013. TR-1: NOTIFICATION OF MAJOR INTEREST IN SHARES i 1 of 7 25/11/2013 11:51 Regulatory Story Go to market news section Company TIDM Headline Released DCD Media PLC DCD Holding(s) in Company 15:19 08-Jul-2013 8343I15 RNS : 8343I DCD Media PLC 08 July 2013

More information

Stratex International Plc ('Stratex' or 'the Company') Holdings in Company

Stratex International Plc ('Stratex' or 'the Company') Holdings in Company Regulatory Story Go to market news section Company TIDM Headline Released Stratex International PLC STI Holding(s) in Company 17:30 04-Feb-2010 7233G17 RNS : 7233G Stratex International PLC 04 February

More information

2012/2013 Programme Specification Data. Financial Management

2012/2013 Programme Specification Data. Financial Management 2012/2013 Programme Specification Data Programme Name Programme Number Programme Award QAA Subject Benchmark Statements Financial Management P10423 MSc/PGDip Business Programme Aims Outcomes: Knowledge

More information

Chiara Demartini. Performance Management. Systems. Design, Diagnosis and Use. Physica -Verlag. A Springer Company

Chiara Demartini. Performance Management. Systems. Design, Diagnosis and Use. Physica -Verlag. A Springer Company Chiara Demartini Performance Management Systems Design, Diagnosis and Use Physica -Verlag A Springer Company Contents 1 Introduction 1 1.1 The Performance Management Revolution 1 1.2 The Performance Management

More information

for Research and Guiding Innovation for Positive R&D Outcomes Lory Mitchell Wingate

for Research and Guiding Innovation for Positive R&D Outcomes Lory Mitchell Wingate Project Management for Research and Development Guiding Innovation for Positive R&D Outcomes Lory Mitchell Wingate CRC Press Taylor & Francis Group BocaRaton London New York CRC Press is an imprint of

More information

Acknowledgements PART ONE: CONCEPTUAL FRAMEWORK. 1. ERP Systems: An Introduction 3

Acknowledgements PART ONE: CONCEPTUAL FRAMEWORK. 1. ERP Systems: An Introduction 3 Contents Preface Acknowledgements vii ix PART ONE: CONCEPTUAL FRAMEWORK 1. ERP Systems: An Introduction 3 Introduction 3 Need for Enterprise Resource Planning Systems 3 Evolution of ERP 6 What is ERP System?

More information

State Aid, Subsidy and Tax Incentives under EU and WTO Law. Claire Micheau. 0 Wolters Kluwer Law & Business

State Aid, Subsidy and Tax Incentives under EU and WTO Law. Claire Micheau. 0 Wolters Kluwer Law & Business State Aid, Subsidy and Tax Incentives under EU and WTO Law Claire Micheau 0 Wolters Kluwer Law & Business Summary of Contents About the Author Table of Contents List of Abbreviations Acknowledgements vii

More information

School of Education Doctoral Program in Education Leadership

School of Education Doctoral Program in Education Leadership Johnson & Wales University Providence, Rhode Island School of Education Doctoral Program in Education Leadership Tourism Professional Competencies and their Relationship to United States Higher Education

More information

Climate and Disaster Resilience Index of Asian Cities

Climate and Disaster Resilience Index of Asian Cities Climate and Disaster Resilience Index of Asian Cities Coexistence of Contrast Rajib Shaw Professor, http://www.iedm.ges.kyoto-u.ac.jp/ Increasing Trend 4000 3500 Source: UNPD, 2010 3000 2500 2000 1500

More information

Private Banking Performance and Customer Relationship Management: An exploratory study comparing Switzerland and India

Private Banking Performance and Customer Relationship Management: An exploratory study comparing Switzerland and India Private Banking Performance and Customer Relationship Management: An exploratory study comparing Switzerland and India DISSERTATION of the University of St. Gallen, Graduate School of Business Administration,

More information

An Investigation into the Reputation of a Public Hospital

An Investigation into the Reputation of a Public Hospital An Investigation into the Reputation of a Public Hospital A Thesis Submitted in Fulfilment of the Requirements for the Masters Degree in Business Studies by Research Waterford Institute of Technology Rita

More information

How To Get A Masters Degree By Research

How To Get A Masters Degree By Research REGULATION 23 MASTERS DEGREES BY RESEARCH 1. General The University confers Masters Degrees by Research in line with the Framework for Higher Education Qualifications in England, Wales and Northern Ireland

More information

Measuring Data Quality for Ongoing Improvement

Measuring Data Quality for Ongoing Improvement Measuring Data Quality for Ongoing Improvement A Data Quality Assessment Framework Laura Sebastian-Coleman ELSEVIER AMSTERDAM BOSTON HEIDELBERG LONDON NEW YORK OXFORD PARIS SAN DIEGO SAN FRANCISCO SINGAPORE

More information

Implementation Plan: Development of an asset and financial planning management. Australian Capital Territory

Implementation Plan: Development of an asset and financial planning management. Australian Capital Territory Implementation Plan: Development of an asset and financial planning management framework for TAMS Australian Capital Territory NATIONAL PARTNERSHIP AGREEMENT TO SUPPORT LOCAL GOVERNMENT AND REGIONAL DEVELOPMENT

More information

Certified Wedding Planner 300 hours

Certified Wedding Planner 300 hours Certified Wedding Planner 300 hours Course Overview/Description Become a successful wedding planner and coordinator. This comprehensive online training program covers everything you need to know to get

More information

Job Hazard Analysis. A Guide for Voluntary Compliance and Beyond. From Hazard to Risk: Transforming the JHA from a Tool to a Process

Job Hazard Analysis. A Guide for Voluntary Compliance and Beyond. From Hazard to Risk: Transforming the JHA from a Tool to a Process Job Hazard Analysis A Guide for Voluntary Compliance and Beyond From Hazard to Risk: Transforming the JHA from a Tool to a Process James E. Roughton Nathan Crutchfield E L S E V I E R AMSTERDAM. BOSTON.

More information

Agenda Item #06-29 Effective Spring 2007 Eastern Illinois University Revised Course Proposal MGT 4500, Employee Staffing and Development

Agenda Item #06-29 Effective Spring 2007 Eastern Illinois University Revised Course Proposal MGT 4500, Employee Staffing and Development Agenda Item #06-29 Effective Spring 2007 Eastern Illinois University Revised Course Proposal MGT 4500, Employee Staffing and Development 1. Catalog Description a. Course Number: MGT 4500 b. Title: Employee

More information

Automation in Banking, Volume 1-2014

Automation in Banking, Volume 1-2014 Brochure More information from http://www.researchandmarkets.com/reports/3045720/ Automation in Banking, Volume 1-2014 Description: This year's edition of the Automation in Banking report marks the 29th

More information

How To Evaluate The Performance Of The Process Industry Supply Chain

How To Evaluate The Performance Of The Process Industry Supply Chain Performance Evaluation of the Process Industry Supply r Chain: Case of the Petroleum Industry in India :.2A By Siddharth Varma Submitted in fulfillment of requirements of the degree of DOCTOR OF PHILOSOPHY

More information

Agenda item number: 5 FINANCE AND PERFORMANCE MANAGEMENT OVERVIEW AND SCRUTINY COMMITTEE FUTURE WORK PROGRAMME

Agenda item number: 5 FINANCE AND PERFORMANCE MANAGEMENT OVERVIEW AND SCRUTINY COMMITTEE FUTURE WORK PROGRAMME Agenda item number: 5 COMMITTEE FINANCE AND PERFORMANCE MANAGEMENT OVERVIEW AND SCRUTINY COMMITTEE DATE TUESDAY 17 JUNE 2003 TITLE OF REPORT RESPONSIBLE OFFICER FUTURE WORK PROGRAMME Ann Joyce, Head of

More information

COVERAGE: All Employees

COVERAGE: All Employees 1 of 6 POLICY STATEMENT: The County of Renfrew conducts annual performance appraisals to evaluate the employee s performance relative to corporate, departmental and position competencies and agreed to

More information

Emergency Incident Management Systems

Emergency Incident Management Systems Emergency Incident Management Systems Fundamentals and Applications LOUIS N. MOLINO, Sr.,WILEY- INTERSCIENCE A JOHN WILEY & SONS, INC., PUBLICATION CONTENTS Acknowledgments, vii About the Author, ix Preface,

More information

Ordinary Legislative Procedure

Ordinary Legislative Procedure Annex 4 LIST OF THE ARTICLES COMING UNDER ORDINARY LEGISLATIVE PROCEDURE The Treaty of Lisbon plans for extension of the so-called "codecision" procedure, which is now called "ordinary legislative procedure",

More information

Software Requirements, Third Edition

Software Requirements, Third Edition j Microsoft Software Requirements, Third Edition Karl Wiegers and Joy Beatty Contents Introduction Acknowledgments xxv xxxi PART I SOFTWARE REQUIREMENTS: WHAT, WHY, AND WHO Chapter 1 The essential software

More information

The German Brewing Industry

The German Brewing Industry 763 Rheingauer Monographien The German Brewing Industry Dirk Schiereck / Christof Sigl-Griib / Christian Voigt (Editors) A collaborative publication from / S M C Publishing AG fjplj Verlag Wissenschaft

More information

TABLE OF CONTENT CHAPTER TITLE PAGE TITLE DECLARATION DEDICATION ACKNOWLEDGEMENTS ABSTRACT ABSTRAK

TABLE OF CONTENT CHAPTER TITLE PAGE TITLE DECLARATION DEDICATION ACKNOWLEDGEMENTS ABSTRACT ABSTRAK TABLE OF CONTENT CHAPTER TITLE PAGE TITLE DECLARATION DEDICATION ACKNOWLEDGEMENTS ABSTRACT ABSTRAK TABLE OF CONTENT LIST OF TABLES LIST OF FIGURES LIST OF ABBREVIATIONS LIST OF APPENDICES i ii iii iv v

More information

Structured Settlements: The Law and Practice

Structured Settlements: The Law and Practice Case Management Structured Settlements: The Law and Practice RICHARD LEWIS Senior Lecturer, Cardiff Law School, University of Wales London Sweet & Maxwell 1993 Foreword Preface 7a We o/" Cases Table of

More information

Introduction to Windchill PDMLink 10.0 for Heavy Users

Introduction to Windchill PDMLink 10.0 for Heavy Users Introduction to Windchill PDMLink 10.0 for Heavy Users Overview Course Code Course Length TRN-3146-T 2 Days In this course, you will learn how to complete the day-to-day functions that enable you to create

More information

A Framework for Safeguarding Practice Reflection

A Framework for Safeguarding Practice Reflection A Framework for Safeguarding Practice Reflection 1. Introduction and Terminology Many research and policy reports in respect of the safeguarding of children talk about the need for practitioners in all

More information

3.2 How to translate a business problem statement into an analytics problem

3.2 How to translate a business problem statement into an analytics problem Kano s model 1 Kano s model distinguishes between expected requirements so-called must-be requirements normal requirements, and exciting requirements, also called attractive requirements 2 Expected requirements

More information

Perceived Workplace Discrimination as a Mediator of the Relationship between Work Environment and Employee Outcomes: Does Minority Status Matter?

Perceived Workplace Discrimination as a Mediator of the Relationship between Work Environment and Employee Outcomes: Does Minority Status Matter? University of South Florida Scholar Commons Graduate Theses and Dissertations Graduate School 7-12-2010 Perceived Workplace Discrimination as a Mediator of the Relationship between Work Environment and

More information

PAPER-6 PART-5 OF 5 CA A.RAFEQ, FCA

PAPER-6 PART-5 OF 5 CA A.RAFEQ, FCA Chapter-4: Business Continuity Planning and Disaster Recovery Planning PAPER-6 PART-5 OF 5 CA A.RAFEQ, FCA Learning Objectives 2 To understand the concept of Business Continuity Management To understand

More information

Self-Determination Theory and the Theory of Planned Behaviour Applied to Substance Abuse Treatment in a Therapeutic Community Setting

Self-Determination Theory and the Theory of Planned Behaviour Applied to Substance Abuse Treatment in a Therapeutic Community Setting 180 Substance Abuse Treatment Self-Determination Theory and the Theory of Planned Behaviour Applied to Substance Abuse Treatment in a Therapeutic Community Setting Stefanie Klag B.A. (Japanese), B.Psych

More information

Business Administration of Windchill PDMLink 10.0

Business Administration of Windchill PDMLink 10.0 Business Administration of Windchill PDMLink 10.0 Overview Course Code Course Length TRN-3160-T 3 Days After completing this course, you will be well prepared to set up and manage a basic Windchill PDMLink

More information