E-CRM in SMEs: an exploratory study in Sangammer region of Maharashtra in India

Although there are many definitions of SME's there is no globally accepted definition of a small or medium-sized enterprise. Small Medium Enterprises (SME) the catalyst in economic growth & development of the country, are facing tough competition in market place and in establishing themselves as credible supplier of quality product and services. In India they are producing more than 8000 different products. The common perception is that small to medium businesses have very little options in terms of CRM solutions. This is clearly not the case. SME's now have a lot of options and can exercise same. Businesses are shifting from product centric to customer centric. Long before the advent of technology, businesses have always recognized that the customer is the soul of every business. Businesses try to have personal relationship with their customers. Moving towards customer centric approach is a multi prolonged efforts that requires transformation of process, culture and strategy from top level to every individual employee. Technology has a crucial role in providing tools and infrastructure to support this. CRM supports SMEs in their business customer loyalty.

Auto component supply chain: a path to global India

Supply chain management works to bring the supplier, the distributor, and the customer into one cohesive process. The Supply Chain Council defined supply chain as ‘Supply Chain: The flow and transformation of raw materials into products from suppliers through production and distribution facilities to the ultimate consumer., and then Sunil Chopra and Meindl, (2001) have define Supply chain management as ‘Supply Chain Management involves the flows between and among stages in a supply chain to maximize total profitability.’ After 1950, supply chain management got a boost with the production and manufacturing sector getting highest attention. The inventory became the responsibility of the marketing, accounting and production areas. Order processing was part of accounting and sales. Supply chain management became one of the most powerful engines of business transformation. It is the one area where operational efficiency can be gained. It reduces organizations costs and enhances customer service. With the liberalization of world trade, globalization, and emergence of the new markets, many organizations have customers and competitions throughout the world, either directly or indirectly. Business communities are aware that global competitiveness is the key to the success of a business. Competitiveness is ability to produce, distribute and provide products and services for the open market in competition with others. The supply chain, a critical link between supplier, producer and customer is emerged now as an essential business process and a strategic lever, potential value contributor a differentiator for the success of any business. Supply chain management is the management of all internal and external processes or functions to satisfy a customer’s order (from raw materials through conversion and manufacture through logistics delivery.). Goods-either in raw form or processed, whole sale or retailed distribution, business or technology services, in everyday life- in the business or household- directly or indirectly supply chain is ubiquitously associated in expanding socio-economic development. Supply chain growth competitive performance and supporting strong growth impulse at micro as well as micro economic levels. Keeping the India vision at the core of the objective, the role of supply chain is to take up social economic challenges, improve competitive advantages, develop strategies, built capabilities, enhance value propositions, adapt right technology, collaborate with stakeholders and deliver environmentally sustainable outcomes with minimum resources.

Desarrollo de un modelo conceptual para la implantación de sistemas de calidad en sistemas sociotécnicos

En el entorno cada vez más dinámico que ha ido configurándose a lo largo del siglo XX en base a las exigencias crecientes del entorno, la necesidad de innovar ha sido una constante. Pero si la productividad fue inicialmente el elemento clave para lograrlo, en el último cuarto de siglo han aparecido nuevos elementos entre los que cabe destacar la calidad, un factor que se ha mostrado cada vez más relevante para la competitividad de la empresa a la par que ha ido adquiriendo un nuevo enfoque multidimensional y dinámico dirigido a proporcionar valor a todos los grupos de interés No hay duda que estas presiones competitivas derivadas de la internacionalización de los mercados que se produce a ritmo creciente durante las últimas décadas del siglo XX, han obligado a muchas organizaciones a implantar los enfoques de la calidad cuando aun no se habían analizado y difundido suficientemente los desajustes y errores derivados de la aplicación de los enfoques tradicionales de organización del trabajo.

Propuesta de un modelo para la gestion de los neumaticos de una flota de vehiculos

En la gestión de los neumáticos de una flota de vehículos el mejor ratio para ello es el coste del neumático dividido por las Horas o Km. realizados por el neumático, pero existen flotas de vehículos que por sus características de uso no se puede realizar un seguimiento de las horas o Km. que realiza el neumático en su vida útil ya que son vehículos que son utilizados por un gran número de conductores en diferentes turnos al día. Este tipo de flotas suelen operar en entornos urbanos y son: Vehículos destinados a la limpieza viaria, recogida de basuras, mantenimiento de jardines, Policía, Guardia Civil, Bomberos etc. así también en menor medida flotas de empresas, renting de vehículos, alquiler de vehículos etc. por ello se propone un modelo de gestión de neumáticos para una flota de vehículos en los que no se puede hacer un seguimiento de las horas o kilómetros realizados por el neumático en su uso.

SERVICE NEEDS FORECASTING: An Approach for the Motor Industry Using Analogies with Medical ER Management Models.

During the past years, the industry has shifted position and moved towards “the luxury universe” whose customers are demanding, treating individuals as unique and valued customer for the business, offering vehicles produced with the state of the art technologies and implementing the highest finishing standards. Due to the competitive level in the market, motor makers enable processes which equalizes customer services to E.R. management, being dealt with the maximum urgency that allows the comparison between both, car workshops and emergency rooms, where workshop bays or ramps will be equal to emergency boxes and skilled technicians are equivalent to the health care specialist, who will carry out tests and checks prior to afford any final operation, keeping the “patient” under control before it is back to normal utilization. This paper ratify a valid model for the automotive industry to estimate customer service demand forecasting under variable demand conditions using analogies with patient demand models used for the medical ER

Infrastructure Finance in Developing Countries by State and Multilateral Development Banks

Infrastructure concession is an alternative widely used by governments to increase investment. In the case of the road sector, the main characteristics of the concessions are: long-term projects, high investments in the early years of the contract and high risks. A viability analysis must be carried out for each concession and consider the characteristics of the project. When the infrastructure is located in a developing country, political and market growth uncertainties should be add in the concession project analysis, as well as economic instability, because they present greater risks. This paper is an analysis of state bank participation in road infrastructure finance in developing countries. For this purpose, we studied road infrastructure financing and its associated risks, and also the features of developing countries. Furthermore, we considered the issue of state banks and multilateral development banks that perform an important role by offering better credit lines than the private banks, in terms of cost, interest and grace period. Based on this study, we analyzed the Brazilian Development Bank - BNDES – and their credit supply to road infrastructure concessions. The results show that BNDES is the main financing agent for long-term investment in the sector, offering loans with low interest rates in Brazilian currency. From this research we argue that a single state bank should not alone support the increasing demand for finance in Brazil. Therefore, we conclude that there is a need to expand the supply of credit in Brazil, by strengthening private banks in the long-term lending market.

La definición de PYME en América: una revisión del estado del arte

This article presents the results of the review of the concept and classification of SMEs, by analyzing the state of the art of the past 6 years, the definitions applied in the countries of Central and South America and other international organizations. It was a powerful analytical documentary research, whose purpose was to reflect on the definition of this business category. The results suggest using the criteria: number of employees and turnover. These criteria, future research could be applied to uniform ranges all the American countries, minimizing the potential barriers to promotion policies and existing funding, regardless of sector or country to which they belong.

Alternativa a la fabricación de costillas con otros materiales compuestos

La investigación tiene como objetivo establecer los valores organizacionales que afectan la productividad. El trabajo empírico se desarrolló en una muestra intencional de 142 PYMES del sector metalmecánico de Venezuela. Se consultó a un panel de expertos a fin de determinar la importancia relativa de estos valores en la productividad. Fueron sometidos a evaluación 22 valores. Los valores que resultaron más importantes son: Recurso Humano, Calidad, Trabajo en equipo, Responsabilidad y Seguridad. Se recomienda a la PYME metalmecánica Venezolana, orientar esfuerzos hacia la promoción y puesta en práctica de este Sistema de Valores, pues tan sólo Recurso Humano y Calidad son los valores que tienen una mayor presencia en sus filosofías de gestión. The research aims to establish the organizational values that affect productivity. The empirical work was conducted in a purposive sample of 142 SMEs in the engineering sector in Venezuela. We consulted a panel of experts to determine the relative importance of these values on productivity. Were evaluated at 22 values. The values that were most important are: Human Resources, Quality, Teamwork, Responsibility and Safety. SMEs are encouraged to Venezuelan metalworking, focusing efforts towards the promotion and implementation of this system of values, as only Human Resources and Quality are the values that are more active in their management philosophies.

Los valores organizacionales: referencia para la evaluación de la productividad

La investigación tiene como objetivo establecer los valores organizacionales que afectan la productividad. El trabajo empírico se desarrolló en una muestra intencional de 142 PYMES del sector metalmecánico de Venezuela. Se consultó a un panel de expertos a fin de determinar la importancia relativa de estos valores en la productividad. Fueron sometidos a evaluación 22 valores. Los valores que resultaron más importantes son: Recurso Humano, Calidad, Trabajo en equipo, Responsabilidad y Seguridad. Se recomienda a la PYME metalmecánica Venezolana, orientar esfuerzos hacia la promoción y puesta en práctica de este Sistema de Valores, pues tan sólo Recurso Humano y Calidad son los valores que tienen una mayor presencia en sus filosofías de gestión.

Analysis of behavior directed towards changing the innovation agents. Case study of the Canary Islands

In 2005 the Directorate General for Industrial Development and Technological Innovation of the Canary Islands proceeded to carry out a project to measure the behavioral skills of various government agencies and companies in the Canary Islands in order to prepare a White Paper to assess the most effective measures for the stimulation of innovation in this autonomous community and to facilitate the objectives of public subsidies. This paper shows a portion of the work performed comparing the activity oriented towards innovation and the one aimed at sustaining the status quo of the organizations in the sample.

Operational characterisation of a Micro-SME producing farmhouse cheese in the south of Venezuela

A piece of research is presented that was conducted on the Guayanes Farmhouse Telita Cheese Producers Network located in the Piar and Padre Chien rural municipalities of Bolivar state in Venezuela. Guayanes telita cheese is a regional dairy product. The producers are to be found in a rural area with a high potential for marketing the label in the Southern Common Market (MERCOSUR). This market is the focal point of the strategic importance of this study for the Region and the Country. The research is of a descriptive scope conducted in the field. A questionnaire based on good food production practice was used as a data gathering technique. The final sample comprised 30 production units. Statistical processing was performed with version 15.2 of the STATGRAPHICS Centurion computational tool. The results would appear to confirm previous studies that point to the existence of factors that prevent these Micro-SMEs from guaranteeing the food safety of the product. The results indicate that new lines of research need to be opened up. These are oriented towards formulating strategies for the continuous improvement of these micro-SMEs, including quality control indicators.

Activity based costing, time-driven activity based costing and lean accounting: differences among three accounting systems' approach to manufacturing

Choosing an appropriate accounting system for manufacturing has always been a challenge for managers. In this article we try to compare three accounting systems designed since 1980 to address problems of traditional accounting system. In the first place we are going to present a short overview on background and definition of three accounting systems: Activity Based costing, Time-Driven Activity Based Costing and Lean Accounting. Comparisons are made based on the three basic roles of information generated by accounting systems: financial reporting, decision making, and operational control and improvement. The analysis in this paper reveals how decisions are made over the value stream in the companies using Lean Accounting while decisions under the ABC Accounting system are taken at individual product level, and finally we will show how TD-ABC covers both product and process levels for decision making. In addition, this paper shows the importance of nonfinancial measures for operational control and improvement under the Lean Accounting and TD-ABC methods whereas ABC relies mostly on financial measures in this context.

Development of a tanks line for waxing landing gear parts

The aim of this article is to define the technical specifications and to design the implementation of a line of tanks that would be used in the process of waxing and de-waxing large pieces. As it is based in a real case, it is also analyzed the process of dismantling the former installation that supported these functions. The origin of this project is due to a new rating for the maintenance of landing gears which makes the previous waxing line that was prepared to work on smaller aircraft?s pieces, no longer adequate to the current workflow and processes.

Economic analysis of the renewable energy policies in the European Union

The European energy sector is undergoing a major transformation and is facing a series of difficult challenges. These include a high and increasing dependence on external energy resources; dramatically reduce the need for the emissions of greenhouse gases to meet environmental objectives and the difficulties related to the promotion of energy market effectively integrated and competitive. Some of the policies associated with the various objectives are sometimes in conflict with each other, while in other cases are mutually reinforcing.The aim of this paper is to do a scienti?c analysis of the developments so far and the expectations for the coming period focusing on the pillars of energy policy in the EU in terms of security of supply, environment, climate change and promoting a competitive and integrated market. The use of renewable energy sources is seen as a key element of European energy policy and should help to: reduce dependence on fuel from non-member countries; reduce emissions from carbon-based energy sources, and; decouple energy costs from oil prices.

Proposal for redesigning the financial system: lessons learned from the crisis

this paper analyzes the singularities inherent to the financial industry, in relation to other businesses, and its implications to financial crises throughout history. The efficient markets hypothesis is questioned, and its impact on the deregulation of the financial system is analyzed. Finally, the causes of the current crisis are investigated, and the general lines to be addressed for the redesign of a financial system to achieve an efficient and equitable capitalism are suggested.