Excellence in teaching for promotion and tenure in animal and dairy sciences at doctoral/research universities: A faculty perspective

In this study, animal or dairy sciences faculty from doctoral/research universities were surveyed to clarify teaching performance expectations for the purpose of promotion and tenure of assistant professors. A survey tool including 15 evaluation criteria was available online and at the registration desk of the 2005 Joint Annual Meeting of the American Dairy Science Association and the American Society of Animal Science. The analyzed data set included 47 faculty (41 tenured and 6 tenure-track) with a substantial teaching responsibility from 27 different departments in 25 states. Four criteria were perceived as currently overemphasized: student evaluation of the instructor, student evaluation of the course, authoring peer-reviewed publications, and authoring an undergraduate textbook or book chapter. Nevertheless, more than 50% of respondents reported that these criteria should be used. One criterion emerged as being currently underemphasized: documentation of personal assessment of one's own teaching by preparing a portfolio. The lack of consensus for the remaining 10 items may have reflected substantial differences in institutional practices. The significance of overemphasis or underemphasis of certain criteria varied substantially depending on the respondent's perceived institutional mission. When asked about recognition within their department, 68% of respondents indicated that efforts in teaching improvement were properly rewarded. Respondents doubted the meaningfulness and appropriateness of student ratings tools as currently used. Results also suggested that animal and dairy science faculty placed a higher value on criteria recognizing excellence in teaching based on intradepartmental recognition (e.g., interactions with close-up peers and students) rather than recognition within a broader community of scholars as evidenced by authorship or success in generating funding for teaching. Proposed improvements in the evaluation of teaching for promotion and tenure include 1) providing tenure-track faculty with written guidelines at the time of hiring; 2) ensuring that student ratings tools are reliable and valid; 3) carefully mentoring new faculty within the departmental and institutional culture; and 4) encouraging self-reflection and documentation of attempts to address pedagogical issues in one's own teaching. Educational leaders in doctoral/research universities should promote changes to enhance teaching performance of future faculty graduating from their institutions.     

企业如何实施ERP项目

论述了企业实施ERP的实现方法,并论证人对ERP实施的成功起决定因素。     

Examining business value of customer relationship management systems: IT usage and two-stage model perspectives

Empirical evidence for the business value of customer relationship management (CRM) systems remains unsolid in IS studies. This study proposes a new model for CRM value according to IT/IS usage theory and “two-stage model.” Empirical tests show that operational benefits of CRM are reflected in firms’ high revenue per employee, which leads to high profitability; strategic benefits of CRM are reflected in firms’ high customer satisfaction, which leads to high profitability and market valuation. Firm size positively moderates the operational and strategic benefits of CRM, while the industry’s product differentiation level negatively moderates operational and strategic benefits of CRM.     

一种P2P网络客户资源共享系统设计

近年来P2P网络结构下的分布式应用系统正在形成发展趋势。本文介绍的P2P网络客户资源共享系统就是一个例子。文中分析了采用P2P结构设计客户资源共享系统的主要原则和实现技术。通过系统的开发实践,解决了P2P架构下的用户访问控制、节点通信、信息同步等技术问题。实验证明,P2P网络结构下的分布式客户资源共享系统有较好的实用性和扩展性。     

数据仓库在商业银行CRM中的应用研究

本文主要介绍了数据仓库的基本概念、国内外商业银行实施CRM的现状和商业银行实施CRM数据仓库的主要技术等。     

运营商客服集中化建设方案探讨

客服系统是运营商最重要的营销服务渠道之一,目前各运营商形成了包括传统营业厅、官方网站、自助终端、电话、短信、IVR、WAP、社交网络等在内的综合服务渠道.本文首先描述了运营商客服系统的现状,随后对客服系统的集中化建设方案进行介绍,最后对客服系统集中化的总结和思考.     

Customer satisfaction in dynamic vehicle routing problem with time windows

The dynamic vehicle routing and scheduling problem is a well-known complex combinatorial optimization problem that drew significant attention over the past few years. This paper presents a novel algorithm introducing a new strategy to integrate anticipated future visit requests during plan generation, aimed at explicitly improving customer satisfaction. An evaluation of the proposed strategy is performed using a hybrid genetic algorithm previously designed for the dynamic vehicle problem with time windows that we modified to capture customer satisfaction over multiple visits. Simulations compare the value of the revisited algorithm exploiting the new strategy, clearly demonstrating its impact on customer satisfaction level.     

Customer satisfaction and loyalty analysis with classification algorithms and Structural Equation Modeling

Businesses can maintain their effectiveness as long as they have satisfied and loyal customers. Customer relationship management provides significant advantages for companies especially in gaining competitiveness. In order to reach these objectives primarily companies need to identify and analyze their customers. In this respect, effective communication and commitment to customers and changing market conditions is of great importance to increase the level of satisfaction and loyalty. To evaluate this situation, level of customer satisfaction and loyalty should be measured correctly with a comprehensive approach. In this study, customers are investigated in 4 main groups according to their level of satisfaction and loyalty with a criteria and group based analysis with a new method. We use classification algorithms in WEKA programming software and Structural Equation Modeling (SEM) with LISREL tools together to analyze the effect of each satisfaction and loyalty criteria in a satisfaction–loyalty matrix and extend the customer satisfaction and loyalty post-analysis research bridging the gap in this field of research. To convert developed conceptual thought to experimental study, white goods industry is exemplified. 15 criteria are used for evaluation in 4 customer groups and a satisfaction–loyalty survey developed by experts is applied to 200 customers with face-to-face interviews. As a result of the study, a customer and criteria grouping method is created with high performance classification methods and good fit structural models. In addition, results are evaluated for developing a customer strategy improvement tool considering method outcomes.     

CRM项目可行性分析方法研究

客户关系管理（CRM）是提高企业核心竞争力的有力武器，而提高CRM项目实施的成功率是亟待解决的问题，解决本问题的关键是提高项目可行性分析的有效性。该文提出了一种新颖的、基于案例库和可量化的CRM实施可行性分析方法。仿真结果表明，该方法可以较好地回避实施中各种要素的不确定性和复杂性，是一种有效的CRM实施可行性分析方法。