نشریه مدیریت مهندسی و رایانش نرم
سال ششم شماره 1 (پیاپی 10، بهار و تابستان 1399)

Now a days Customer knowledge is one of the most interesting topics for every organizations in order to gain competitive advantage. Competitive advantage can be achieved through creation of new knowledge. The point is that it is important to know that how information about customers is collected and lead to create new knowledge. In this paper, we consider the levels of support for customer knowledge creation processes by customer relationship management (CRM) in the case. All CRM systems that used in the organization were identified and categorized based on semi-structured interviews with experts in various fields. Then the process of knowledge creation that is created by each system were identified. The survey showed that analytical CRM systems support combination process, operational CRM systems support socialization and externalization processes, and collaborative CRM systems support socialization process. On the other hand, collaborative and analytical CRM systems support internalization process by creating learning opportunities.

Organizational agility is one of new paradigms in the field of organizations management which has been presented to reward the environmental changes and satisfying the customer needs. One of the numerous factors affecting the organizational agility is to apply the Information Technology (IT). This study investigates the relationship between the IT penetration coefficient and organizational agility. This study is of type the applied research in terms of objective and it also uses survey-descriptive and correlation method in terms of nature and method. Closed questionnaire was used for examining the variables. Population is the companies accepted in Tehran Stock Exchange in 2013-14. The questionnaire and structural equation modeling were used for analyzing the obtained data and testing the hypothesis, respectively. The results obtained from data analysis indicate that the technology acceptance combination model and organization agility model are both powerful models for anticipating the organization agility and the attitude towards the use of IT has the most effect on the organization agility.

On one hand the presence of Iran as an observer in the WTO, and on the other hand the development of private banks, encounter the Iranian banks with a much more competitive environment. Survive in such situations requires its own mechanism, tools and strategies. Among these tools, we can mention to a marketing plan to achieve a sustainable ompetitive advantage. In this research, three-ramification model including structural, environmental, and behavioral aspects is used for investigating the pathology of marketing program of Export Development Bank of Iran. In this regard, a questionnaire based on three-ramification model is provided that its validity and stability are evaluated using experts and Cronbach's alpha, respectively. The results show that none of the structural, environmental, and behavioral aspects are not in a suitable situation.

This research was conducted in the Educational Department of East Azerbaijan province in Iran and aimed at examining the effect of knowledge management on   power struggles. This applied study adopted a descriptive-survey design. The statistical population of this study contains all of the 1750 educational departments’ managers, supervisors and employees in East Azerbaijan province and multiple educational Districts in Tabriz. The stratified statistical sample of this study was selected by the category sampling method. Using the Cochran’s formula 380 individuals were randomly selected as the final sample of the study. The required data was collected by a questionnaire and the Amos software was employed to analyze data. Pearson correlation coefficient was utilized to test the hypothesis and path analysis was utilized for the model testing and assessing direct and indirect effect of the variables. The results of this study indicate that all of the components re-use of knowledge by others for similar needs, removal of the knowledge because of lack of credit change the shape of knowledge creation. It was also found that new knowledge and sharing tacit knowledge both affect power conflicts. The study also revealed that out of the aspects of power, the Removable power resource has the highest factor loadings (factor analysis) and Reduction of political appointees has the lowest correlation coefficient. Knowledge aspects was found to have a direct effect of 0/44 and an indirect effect of 0/57 on a power conflict through influential groups.

In multi-layered facility location models, customers receive different services at different layers. When the customer enters the system, he must receive all services at different layers; in fact, the customer will not leave the system in the middle layers. In this study, we are seeking to provide a facility location model with multiple service layers respect to the density of the system. The proposed model is a nonlinear integer programming model and it is in the field of highly complex problems. In order to solve the mathematical model, discrete event simulation approach has been used to increase efficiency. Interactions and complexities of the system, makes it difficult or impossible to predict the performance. Simulation models are able to show variability, interactions and complexities of the system. In this regard, the demand has considered as random and objective functions consist of minimization of customer’s travel time to desired facility, customer’s waiting time in queue and the possibility of unemployment of a facility which has the highest rate of unemployment. According to the results of simulation and testing 4 different scenarios, it can be stated that in scenario (4), only by adding 1 source to each available facility in the fourth layer, which is totally increasing 4 source, costumers wait time in queue will be improved about 46%.

The concept of electronic customer relationship management (e-CRM) is among the most important subjects under discussion in academia and commercial environments. The decision on e-CRM adoption must be made based on different factors. These influential factors have different importance rates. In this paper, we studied the effects of factors for e-CRM adoption in e-commerce. To this end, we identified and examined the various factors that can be effective for implementing e-CRM in companies operating in the field of electronic commerce and proposed a conceptual model for the adoption of e-CRM by extracting some categories of effective components. Using three major components and a number of independent variables, this model evaluated their impact on the dependent variables' "adoption" as the target component. The conceptual model was presented for adoption using structural equation modeling (SEM). Furthermore, these factors were prioritized by fuzzy analytic network process (FANP) method. The consistency of the results obtained from these two different analytical techniques ensured that our results were valid and reliable.

Span of control is defined as the number of personals who give a report to a manager who manages them directly. A manger with wide span of control may be not able to efficiently control and effectively guide employees. On the contrary, the presence of managers with small span of control is a sign for inefficient organizational structure. Population of Iran and japan is 75 and 110 million, while the number of governmental managers for Iran has become 1.5 times in comparison with the total governmental emploees of Japan. Furthermore, there is a manager for every of the 5 employees in operational and staff departments. Therefore, if the administrative system is not revised, the governmental expenditure will be equal to the total budget and the government must borrow extra resources to maintain its structure. The span of control in financial institutions and banks according to the volume of activities and services offered to them is very important. In this article we have tried to determine the span of control model for financial institutions which improve the effectiveness and efficiency of their organizations.

One of the main bases of the knowledge management process is knowledge-sharing which means extended interpersonal interactions leading to distribution and absorption of knowledge and experience effectively and appropriately. In order to analyse the strengths and weaknesses of the knowledge-sharing process in an organization and designing policies to improve it, the factors affecting the success of this process should be determined. Considering the three sections "Will", "Can" and "May" in the Human Resources Productivity model and the dominance of the "Will" amongst them, in this research, effective factors on the knowledge-sharing process based on willing criteria is determined and analysed by studying the relevant literature. Then, dynamics and relationships among these factors are discussed and a conceptual model is provided. Important strategies are also suggested in this regard. As a case study, the proposed model is applied in an Iranian mother-specialized protein food company and its validity is confirmed by the experts.

Index tracking portfolio is a form of investment that is faced with popularity. This problem is the choice of a portfolio that replicates the performance of a stock market index by purchasing a subset of the stocks included in the index. Due to the large number of companies that create the index, the choice of limited number of stocks is a combinatorial problem that cannot be solved in polynomial time. There is a cardinality constraint, includes the number of stocks in portfolio and also minimum and maximum holding level for every stock is a constraint in this problem. In order to solve NP-Hard optimization problems, metaheuristic algorithms have proven their efficiency. In this study, an intelligent metaheuristic, which utilizes the firefly algorithm, is presented for solving the index tracking problem. Proposed approach was applied to the S&P500 index, the Hang Seng and the Tehran Stock Exchange. The results indicate the efficiency of the scheme.

Hub location problem is one of the most popular issues in communications and, truck transportation, air transportation, and in particular, in marine transport in recent years. The main focus of this article is on selecting and ranking the ports that suitable to be concidered as a hub for container ports. A shipping carrier not only calculates transport distances and operation costs, but also evaluates some qualitative conditions for existing hub locations and then selects an optimal container transshipment hub location in the region. Many qualitative and quantitative criteria involved in the selection of the most appropriate port as a hub. In this paper, two Multiple Criteria Decision Making (MCDM) models are applied to evaluate and select hub port in the shipping industry. Finally, performance of each presented MCDM technique have been studied in ports of south of Iran including: Abbas port, Imam, Bushehr, Khorramshahr, Chabahar and Assaluyeh and results of techniques are evaluated.

Regarding Proliferation of Robot brands and models and contributing criteria in evaluation of them, using a powerful model to Robots evaluation and ranking is very important. This research try to find key contributing factor in Robots evaluation and present an efficient model to Robot selection. To achieve mentioned goal, in the first step main robot performance criteria identified by experts. In addition 5 popular Robot in Irankhodro automotive industry were identified. Next criteria weights were calculated by Grey Entropy method. Sellers training, quality of services, are the main important criteria’s and v.s precision and degree of freedom are least important criteria. In addition by synthesizing three Grey MOORA approaches, KOKA, ABB, Motoman, Fanuc and Hyundai are the result ranking.

The aim of this research is to develop a combined framework to to determine strategy map for companies. In this paper the framework is applied to determine the map strategy of Nasb Niroo Company which is one of the sub-organizations under the Mapna holding group. Nowadays, mangers found out that human resources are the main capital of organizations. Nasb Niroo Company aims to use this capital and select best strategies for its objectives. This research focused on assessing the internal and external factors and selecting the best strategies for this company. After selecting the best strategies, the strategy map of company based on the balanced scorecard is developed. This strategy map can help mangers to understand the company’s strategies and its implementation. Finally, the relationships in the strategy map have been evaluated by DEMATEL method. The effective and affected factors are high quality of work and the growth of company’s profit, respectively.