فصلنامه پژوهش های مدیریت در ایران
سال هجدهم شماره 4 (پیاپی 86، زمستان 1393)

This study investigates the impact of using non-financial performance measures on management decisions and the performance of firms listed in TSE، as well as the role of perceived environmental uncertainty in this relationship. For this purpose، the questionnaires were sent for 122 randomly selected industrial companies، and finally، 42 questionnaires were received that were completed by CEOs. Here The CEOs were requested to determine perceived environmental uncertainty in the environment that their firms operate in، and degree of usage of non-financial measures، and finally، determine the relative performance of their firms in 3 years. Analysis on the received responses showed that using non-financial measures improves the firms’ performance; However، perceived uncertainty has significant effect on this relationship but this is in opposite with Hook [1] who found that it reduces this effect. Additional analysis also showed that internal process measures did not have any effect on the firms’ performance but customer and growth measures affect on the firms performance، and it is affected by the environmental uncertainty only for growth measures.

One of the most important functions of manufacturers and producers related to supply chain management issues and decisions is supply chain order management. However، there are several problems in this regard like (a) selection of best order portfolio between the received orders، and (b) detailed and accurate calculation of order fulfilling costs. Accordingly، in order to increase model confidence in the research، we used both mathematical optimization and system dynamics to design the order management system of an Automakers Company supply chain orders. In phase 1، using the mathematical optimization approach، we determined optimum order portfolio of the received supply chain. In phase 2، using phase 1 output and system dynamics approach، we determined the costs of order fulfillment. Both traditional and activity-based costing techniques were used to calculate cost parameters and objects. Ultimately، in order to select better costing approach، we compared the two approaches. According to the results، ABC is better costing approach than traditional.

Nowadays، studies on managing and entrepreneurship have found great importance، and attracted the attention of many researchers. So that in this respect، various articles have been produced. Technical and vocational training had the achievement of reception and publication of more than 500 articles. Variety of different issues، conflicts، contradictions or inconsistencies in the results of the studies، made us to extract 69 articles related to employment، entrepreneurship and the characteristics of entrepreneurs in two conferences of training and employment، through meta-analysis method. Data analysis was done using descriptive indicators. The results showed that more training in entrepreneurship and employment issues in three categories of concepts and conceptual models of context and personality characteristics، and skills of entrepreneurship has been dedicated. The Quantitative and survey research methods were used in this study.

One of the main objectives in Bank customer-orientation is to reduce the waiting time of customers at the branch. One solution is optimal utilization of capacity and adequate facilities. Employing more than enough may cause additional costs to the Bank. This paper uses a new methodology to determine the optimal combination of equipment and facilities in Bank branches. For this purpose، mathematical model consisting of minimizing the objective function and some constraints was developed. We solved this model by using Simulated Annealing algorithm of answers or simulation scenarios with respect to the objective function so that the optimal plausible scenario is chosen. In this method، first possible scenarios are made by considering issue constraints، using MATLAB and simulation software ED in 50 times (each time 8 hours). Finally، with respect to the combined equipment and facilities of each scenario، the costs of using equipment and the cost of losts customers were calculated، and a scenario in which 4 Rial booths، 2 exchange booths، 3 facility booths، and two ATM booths are used with the lowest cost، WAS chosen as the optimal scenario.

The more a marketing paradigm evolves، the more long-term relationship with customers gains its importance. Nowadays، most of corporations and firms in the world، including manufacturers and servicers، increasingly gain their incomes and profits through constructing and maintaining long-term relationships with the customers. The move towards a customer-centered approach to marketing، coupled with the increasingavailability of customer transaction data، has led to an interest in understanding and estimatingcustomer lifetime value (CLV). Furthermore، as marketing endeavors to be more accountable، the need of tools and models for measuring and evaluating efforts and investments that accomplish in marketing extent، is felt. The purpose of this research is CLV analysis for customer segmentation and profitability management. This dissertation we proposes a model for CLV measurement in banking industry. Our case study is one of the branches of Iranian Melli Bank. For this purpose، we selected savings (loan) accounts for 4 years، (from 2005 to 2008)، in order to run our model. The study sample included 10،000 customers picked up among the accounts. After calculating the CLV of customers، we segmented the customers based on the calculated CLV. For customer segmentation، we used Clustering technique. This conceptual model is a new approach in customer segmentation context. More Customer Profitability Management based on segmented customer sections will be explained. Based on the models explained in this dissertation programs and methods will be proposed for each of introduced segments.

Claims and، as a result، disputes have become one of the inherent attributes of construction industry. Most projects’ stakeholders know claims as the most destructive events in this industry. There are some possibilities of claims occurrence by both contract sides، especially contractors in most of the projects with different project delivery systems. Although it is not possible to eliminate the possibility of claims، the occurrence of claims in the projects can be prevented by identifying their main origins and causes. Data collection in this study was done، through organized study and semi-structured interview with experts and also the consideration of related documents that led us to reach 400 relevant cases for claims in Design-Build projects. After analysis of these cases by the researchers، the model of claim package was developed، which represents the fourth part of the claims. Then، the factors associated with each of the four parts were identified. First section contains the 48 most important claim origins. The second section includes 43 causes of claims. The third section includes 4 types of claims، and the fourth one includes 6 types of claim request. Then the forth part of the claim package model was distributed among the experts by closed questionnaire، and the most important cases of each part were identified. The identification of these claims can be useful in predicting future claims، and minimizing their effects in the similar ones.

In nowadays highly competitive markets، corporate managers are looking for new ways to make people aware of their products، and promote their brands. For this purpose، they use a variety of marketing techniques to attract more customers. One of the most effective techniques، based on communications between individuals، is electronic Word-of-Mouth (WOM) marketing. In recent years، the increase of Internet users in Iran has created a proper opportunity for companies to use this technique beside traditional marketing methods. Doing this، in addition to increase of their market share and raising their customer’s product awareness، they can improve the company''s brand. So it is necessary for companies to pay more attention to the virtual spaces where WOM communications take place and even control them. This study is implemented on the basis of a qualitative research method known as Netnography. Using MAXQDA data analysis software، we tried to empirically explore one of these virtual internet spaces. For this purpose، some topics of an Iranian Internet forum discussing around home appliances were studied. So after identifying the constituent factors of the forum، some correlations between these factors were detected.

Most of the organizations employ lean production techniques in a separate manner for eliminating the waste. However، in some cases، in spite of spending huge amount of costs for implementation of these techniques، they could not reach the planned benefits. Therefore، creating a mechanism in order to inform managers regarding the benefits of waste elimination prior to technique execution is one of the vital issues in implementation of these techniques. In this case study، lean production tools have been introduced in a systematic manner by applying value stream mapping، which is one of the main lean production tools in identifying wastes and improvement of opportunities. Furthermore، in order to analyze the results of deploying the above techniques، two simulated models for the current and improved situations have been developed. Finally، by executing the simulated models، two systems have been compared on the basis of key measures، which are lead time production، inventory in process، and unnecessary transportation. The results showed a significant decrease in waste.

One of the organizations’ fundamental issues is supply chain network design. Optimization of this network can lead to effective management of the whole supply chain. Network design specifies the position، capacity، number and type of network facilities، and transportation network of materials and products from the supplier to the customer and vice versa. This research proposes new solution procedure based on Multi-objective Genetic Algorithm (MOGA) and Non-dominated Sorting Genetic algorithm-II (NSGAII) to find the set of Pareto optimal solutions that empowers the decision-makers by alternative solutions. Considering that in this study the level of service is very important، so this modeling was based on satisfying all customer demands. Objectives for network optimization are minimization of total cost and maximization of capacity utilization balance for network facilities that lead to the reduction of customers’ service time (increase service levels). Nine problems were designed from small to large. In order to compare the quality of the obtained Pareto solutions of both algorithms، seven criteria (for multi-objective problems) were used in this study. The results indicated that the solutions produced by NSGAII algorithm have higher quality.