How Critical is Employee Orientation for Customer Relationship Management? Insights from a Case Study

abstract    This paper explores the interface of employee orientation and the Customer Relationship Management (CRM) process based on an in-depth case study of a leading firm in the UK automotive services sector. Employee orientation is embedded in the Organizational Culture (OC) of the firm and manifested through its key elements, notably assumptions, values, behaviours and artefacts. CRM consists of four organizational activities: strategic planning, information, value creation, and performance measurement sub-processes. Based on the case study evidence, the widely postulated link between CRM success and employee orientation is empirically supported and the mechanisms underlying this association elucidated.     

Aligning Manufacturing Strategy and Business-Level Competitive Strategy in New Competitive Environments: The Case for Strategic Resonance

abstract    In this paper we make the case for strategic resonance in the strategy making process within dynamic and highly volatile market conditions. We discuss how managers are faced with competing paradigms of resource-driven versus market-led approaches to strategy but we suggest that both paradigms have flaws and may cause strategic dissonance to occur. Moreover, we offer additional insights into why strategic dissonance can occur within the strategy process of the firm. We suggest that a key omission often lies in the neglect of operations managers' potentially important contributions to the strategy mainstream process.     

顾客价值驱动的CRM战略研究

分析了顾客价值的合理内涵和包含的关键维度,指出顾客价值驱动战略的意义,依据CRM战略模型的建立准则,构建了顾客价值驱动的CRM战略模型,它包括顾客价值挖掘与鉴别、价值创造、价值传递、绩效评估和顾客知识管理五个关键子过程。通过对关键子过程的分析,指出它对企业进行CRM实践的意义。     

The Role of Human Resource Management in Strategy Making

Among the strategy scholars, there is general consensus that responsive‐integrative strategy making is essential for ensuring a competitive advantage in contemporary dynamic environments. What is the role of HR in this process, and how can HR support responsive‐integrative strategy making? To answer these questions, we use illustrative experiences from Chr. Hansen, a global supplier of bioscience‐based ingredients to the food, health, and animal feed industries. We argue that HR's strategic role lies in providing support for both centralized and decentralized strategy making by offering aspirations for strategic decisions and by gathering various sources of inspiration for strategy discussions. © 2013 Wiley Periodicals, Inc.     

The Impact of the Board on Strategy: An Empirical Examination

Boards of directors are coming under increasing scrutiny, both in the wake of a number of serious corporate frauds and failures and through a more general debate about the nature of corporate governance and its role in achieving national competitiveness. Though research on boards is growing, there remains a lack of empirical studies on the perceptions of directors themselves as to their role and influence in the running of organizations, and in particular the strategic process.
This article responds to widespread calls for direct study of boards of directors by using a multi-method approach involving an in-depth examination of 51 directors of UK public companies, a survey of 121 company secretaries and four case studies of UK plcs, where multiple board members were interviewed. Through the use of a grounded methodology, this article examines the impact of boards on strategy and shows that by establishing the business definition, gatekeeping, selecting directors, and confidence building, the board influences the boundaries of strategic action. Evidence for the managerial domination of boards was slight, but the results showed support for a number of theoretical frameworks, suggesting that multiple perspectives are required to fully understand the nature of board activity.     

QFD与质量竞争战略

介绍了运用ＱＦＤ技术制定企业质量竞争战略的方法、步骤、包括产品和过程设计策略、回溯法工序管理策略以及供应商策略。     

我国能源战略选择的一些思考

党的十七大把能源战略提到了重要的议事日程。实现全面建设小康社会的目标,必须坚持把能源作为经济社会发展的战略重点,必须对中国能源发展战略的构建依据和基本构想做较为系统、深入和全面的研究。文章分析了我国能源面临的主要形势,从保证供应、节能优先、结构优化、环境友好、市场驱动5个方面,提出我国未来能源战略的选择和建议。     

我国能源战略选择的一些思考

党的十七大把能源战略提到了重要的议事日程。实现全面建设小康社会的目标,必须坚持把能源作为经济社会发展的战略重点,必须对中国能源发展战略的构建依据和基本构想做较为系统、深入和全面的研究。文章分析了我国能源面临的主要形势,从保证供应、节能优先、结构优化、环境友好、市场驱动5个方面,提出我国未来能源战略的选择和建议。     

Town centre management schemes in the UK: marketing and performance indicators

While town centre management (TCM) has proved to be a successful strategy to maintain, improve and regenerate town centres through local partnership, there has been relatively little attention drawn to the marketing of TCM schemes. This paper explores the issues surrounding the use of key performance indicators (KPIs) for the marketing of TCM schemes in the context of wider place marketing activities undertaken by towns and cities. Drawing on evidence from a questionnaire survey of town centre managers, it is posited that they might usefully employ carefully selected KPI data to maintain and attract private investment to TCM schemes from internal and external town centre stakeholders. The paper then introduces a typology for the use of KPI marketing in town centre management. Copyright © 2004 Henry Stewart Publications     

The renewed Lisbon Strategy and social exclusion policy

In the light of its manifest mid‐term failure to make progress towards its key objectives, the EU introduced in 2005 a major ‘relaunch’ of its Lisbon Strategy for economic, employment and social development. The core aspect of this was ‘prioritisation’, involving an increased focus on growth and jobs. This raised the issue of whether the pursuit of greater competitiveness would lead to a downgrading of the importance of the original social objectives of the programme. In its focal concern on the fight against social exclusion, the EU's strategy involved both employment and social objectives. These emphasised in particular the creation not only of more but of ‘better jobs’ and the pursuit of actions to reinforce ‘social inclusion’ and ‘social cohesion’. This article considers whether a significant shift did occur in policy emphasis and the implications of the Lisbon reform for progress in reducing the risks of social exclusion. It reviews first the basic changes in the formulation of the strategy and then examines in turn the effectiveness of its policy initiatives with respect to employment, the quality of work and social inclusion.     

Towards risk-aware roadmapping: Influencing factors and practical measures

In spite of the significance of uncertainty and risk in strategy, there is still a general lack of attention to their explicit consideration in strategic planning processes. This lack of attention is also obvious in roadmapping in its application to strategic and innovation planning. This paper introduces and explores the concept of risk-aware roadmapping, which explicitly manages uncertainty and risk in roadmapping, and sheds light on what such a process will entail given the factors that influence it. The study adopts a qualitative approach involving in-depth interviews with roadmapping experts and case studies of roadmapping exercises. This paper contributes to knowledge by providing a process that adds three significant steps to the standard risk management process, to suit roadmapping and strategic front-end innovation planning and identifying the risk of missing valuable innovation opportunities, which is very often overlooked in practice. Theoretical implications for organisational sensemaking are identified especially in the use and management of constraints for sensemaking activities such as innovation planning.     

Integrating Decentralized Strategy Making and Strategic Planning Processes in Dynamic Environments

Decentralized post‐bureaucratic organizations are deemed to display superior performance in dynamic environments, but recent evidence indicates that centralized integrative cross‐functional processes may be equally critical. Accordingly, this paper hypothesizes that organizational performance can be ascribed to the simultaneous emphasis on decentralized strategy making and strategic planning processes. This is investigated in a study of 185 manufacturing organizations operating in diverse industries spanning food processing and computer products. The study shows that both decentralized decision structure and planning activities are associated with higher performance in dynamic environments. These findings confirm that effective organizations engage in more complex strategy formation processes that complement the decentralized post‐bureaucratic form with formal mechanisms of rational analyses and operational integration. The paper highlights a need to extend our understanding of the duality between decentralization and planning.     

Business Strategy, Human Capital, and Managerial Incentives

We posit that the value of a manager's human capital depends on the firm's business strategy. The resulting interaction between business strategy and managerial incentives affects the organization of business activities. We illustrate the impact of this interaction on firm boundaries in a dynamic agency model. There may be disadvantages in merging two firms even when such a merger allows the internalization of externalities between the two firms. Merging, by making unprofitable certain decisions, increases the cost of inducing managerial effort. This incentive cost is a natural consequence of the manager's business-strategy-specific human capital.     

Planned or Emergent Strategy Making? Exploring the Formation of Corporate Sustainability Strategies

In strategy research, there is a consensus that strategy making resides on a continuum from planned to emergent where most strategies are made in a mixed way. Different contingency factors have been suggested to explain the factors that influence strategy making. Sustainability research seems to overlook most of this development and assumes instead that sustainability strategies are made in a purely planned way. We contribute to a better understanding of the role of different strategy making modes for sustainability in three ways. First, we point to the bias towards planned strategy formation in sustainability research. Second, we propose a new contingency factor to help explain sustainability strategy making based on the nature of the problem addressed. Third, we discuss strategy making for different types of sustainability problems. We argue that planned strategy making is expected for salient and non‐wicked problems while emergent strategy making is likely for non‐salient and wicked problems. Copyright © 2015 John Wiley & Sons, Ltd and ERP Environment     

Top Teams and Strategy in a UK University

This paper reports on the results of an in-depth study of how a top management team (TMT) puts strategy into practice in a UK university. A study of the top team in Warwick University was conducted to analyse how strategy was formulated and implemented. The results suggest that a combination of two broad theoretical lenses provides useful analytical insight. These are strategy as practice and strategy as process. The main elements of this university's strategy result from an interplay of localized routines and patterns of action within an organizational context, which both produces and is a product of such actions. The TMT itself was found to be clearly identifiable and stable in composition. The team exhibited identifiable patterns of strategic thinking and acting. However, the role of organizational structure was also found to be a key influence on the actions and processes of the TMT with strong central control tendencies in the team being counterbalanced by devolved operational control to individual departments. The data also reveal inter-relationships between organizational structures and the TMT in four key areas: direction-setting, monitoring and control, the alloca- tion of resources, and processes of interaction. The overall conclusion is that to understand how strategy is practised, analysis needs to focus on how patterns of action are associated with the characteristics of both the team and the wider organization. The nature and characteristics of these patterns can be related to how strategy is put into practice.     

Roots radical – place,power and practice in punk entrepreneurship

The significance continues to grow of scholarship that embraces critical and contextualized entrepreneurship, seeking rich explorations of diverse entrepreneurship contexts. Following these influences, this study explores the potentialized context of punk entrepreneurship. The Punk Rock band Rancid has a 20-year history of successfully creating independent musical and related creative enterprises from the margins of the music industry. The study draws on artefacts, interviews and videos created by and around Rancid to identify and analyse this example of marginal, alternative entrepreneurship. A three-part analytic frame was applied to analysing these artefacts. Place is critical to Rancid's enterprise, grounding the band socially, culturally, geographically and politically. Practice also plays an important role with Rancid's activities encompassing labour, making music, movement and human interactions. The third, and most prevalent, dimension of alterity is that of power which includes data related to dominance, subordination, exclusion, control and liberation. Rancid's entrepreneurial story is depicted as cycles, not just a linear journey, but following more complicated paths – from periphery to centre, and back again; returning to roots, whilst trying to move forwards too; grounded in tradition but also radically focused on dramatic change. Paradox, hybridized practices, and the significance of marginal place as a rich resource also emerged from the study.     

Offshoring in the New Global Political Economy

abstract    This essay challenges claims by economists and management scholars that 'offshoring' is simply another form of trade with mutual benefits. I argue that reducing wages through offshoring leads to wealth creation for shareholders but not necessarily for countries and employees, and that many displaced workers have difficulty 'trading up' to higher skilled jobs. Offshoring is a new phenomenon that entails the organizational and technological ability to relocate specific tasks and coordinate a geographically dispersed network of activities. It decouples the linkages between economic value creation and geographic location. The result is the creation of global commodity markets for particular skills and a shift in the balance of market power among firms, workers, and countries.     

Subsidiary Strategy: The Embeddedness Component

This article develops the concept of internal subsidiary embeddedness as the canvas within which subsidiary strategy takes place. Developing an inductive model, we identify three hierarchical levels of embeddedness. The first level is operational embeddedness, which relates to interlocking day-to-day relations. The second level is capability embeddedness, which concerns the development of competitive capabilities for the multinational as a whole. The third level is strategic embeddedness, which concerns a subsidiary's participation in a multinational corporation's strategy setting. We derived our concept of embeddedness from an in-depth case study. Embeddedness is not merely an outcome of the institutional setting in which a subsidiary is situated, but is a resource a subsidiary can manage by means of manipulating dependencies or exerting influence over the allocation of critical resources. A subsidiary can modify its embeddedness to change its strategic restraints. Therefore, the development of subsidiary embeddedness becomes an integral part of subsidiary strategy.     

SNC公司战略制定研究

战略制定是企业战略管理中的一个重要环节,是企业对未来发展方向和目标的选择。通过运用PEST分析、迈克尔·波特五力分析模型、SWOT分析、平衡记分卡(BSC)等战略工具,对SNC公司战略制定的全过程进行研究,最终确定SNC公司2012年度的发展战略。     

Exploring the Political Side of Board Involvement in Strategy: A Study of Mixed‐Ownership Institutions*

abstract This article reports on a comparative study of strategic decision‐making and board functioning in nine firms. Findings indicate that the heterogeneity of interests represented on the board, members' possession of relevant knowledge, and the presence of ex‐ante conflict resolution mechanisms combine in shaping if and how board members engage in strategy‐related activities and how strategic decisions are taken. Findings extend current understandings about the strategic functions of the board (monitoring, advice, and resource‐dependence), suggesting how, under certain conditions, boards may act as negotiation forums where directors search for a reconciliation between diverging shareholders' interests and views.