Customer-focused CRM: a marketing challenge for organizations

The article explains that CRM is all about building longterm business relationships with customers. It is best described as the blending of internal business processes: sales, marketing and customer support with technology. Research indicates that poor project planning, weak and
incomplete business cases, cost and complexity of the technology, lack of.technological skills, lack of system integration and lack of senior management involvement in the CRM process are among the many factors that inhibit the successful adoption ofCRM in companies. The article presents a framework for customer centric CRM.

Furthering the use of the strengths and difficulties questionnaire: reliability with younger child respondents

A sample of 917 children, aged 7 to 17 years, their parents, and their teachers each completed the appropriate version of the Strengths and Difficulties Questionnaire (SDQ), and 120 from each group did so again 2 weeks later. The results indicate that the SDQ demonstrates sound interinformant and test-retest reliability. Younger children, whose self-reports have not been assessed in previous studies, were reliable in their responding, although not as reliable as older children by these measures. However, the internal reliability of the various subscales, in particular, the peer problems subscale, is questionable for both older and younger child respondents. Overall the findings suggest that the SDQ's use may be extended cautiously to include self-report from younger children.

Normative data for the strengths and difficulties questionnaire in Australia

The purpose of this study was to establish Australian norms for the Strengths and Difficulties Questionnaire (SDQ), a recently developed screening instrument for child and adolescent mental health problems. A random sample consisting of 910 children aged 7-17 years recruited through government schools across Victoria, their parents and their teachers completed the appropriate version of the SDQ. The sample contained the expected spread of normal and abnormal scores according to the UK norms for the SDQ. As previous analyses have suggested that scores on the five subscales and the total difficulties scale of the SDQ may very with age and gender, separate norms for each of the three informant versions, by age and gender are presented in tabular form for children aged 7-17 years.

Solution-focused model for improving individual university teaching

Universities commonly use individual teaching development as one of a suite of strategies to improve teaching and learning outcomes. This paper outlines an individual teaching development programme based on the tenets of solution-focused brief therapy (SFBT). The programme was trialled with a senior lecturer of a large third-year subject in an Australian university. The approach resulted in evidence of positive changes in teaching. The potential and wider application of this approach is considered.

Solution-focused work in individual academic development

There is one account in the literature of the application of a solution-focused approach to individual teaching development at university level (Devlin, 2003). The solution-focused approach is based on solution-focused brief therapy (SFBT). The current paper elaborates on the existing account, further outlining and illustrating the techniques that make up the solution-focused approach to academic development. The central tenets of SFBT-based academic development and the core components of solution-focused work are articulated. Current research in this area is outlined.

The factor structure of the strengths and difficulties questionnaire

The Strengths and Difficulties Questionnaire (SDQ) has been widely adopted as a measure of child and adolescent mental health and behavioral problems. However, despite an impressive number of studies demonstrating its psychometric properties, appropriate analyses of the instrument's underlying structure have not been reported. We conducted confirmatory factor analyses on matched data obtained from a large community sample of 7-17-year-olds, their parents, and their teachers. The analyses indicated that the reputed factor structure was not supported, with none of the subscales being unidimensional. Further, each informant group appeared to respond differently to the questionnaire. Considering the findings in relation to the stringency of the tests used to evaluate the SDQ, its utility, and previous research on its clinical validity, it is suggested that the SDQ be used with caution and in conjunction with other forms of assessment.

Equity-focused health impact assessment: a tool to assist policy makers in addressing health inequalities.

In Australasia (Australia and New Zealand) the use of health impact assessment (HIA) as a tool for improved policy development is comparatively new. The public health workforce do not routinely assess the potential health and equity impacts of proposed policies or programs. The Australasian Collaboration for Health Equity Impact Assessment was funded to develop a strategic framework for equity-focused HIA (EFHIA) with the intent of strengthening the ways in which equity is addressed in each step of HIA. The collaboration developed a draft framework for EFHIA that mirrored, but modified the commonly accepted steps of HIA; tested the draft framework in six different health service delivery settings; analysed the feedback about application of the draft EFHIA framework and modified it accordingly. The strategic framework shows promise in providing a systematic process for identifying potential differential health impacts and assessing the extent to which these are avoidable and unfair. This paper presents the EFHIA framework and discusses some of the issues that arose in the case study sites undertaking equity-focused HIA.

Equity-focused health impact assessment framework

Background to the Development of the Equity-Focused HIA Framework
The equity focused health impact assessment (EFHIA) framework arises out of a two year research project funded for the most part by the Australian Government’s Public Health Education Research Program (PHERP) Innovations Grants (Round 2) scheme. This project had as its primary objective the development of a framework for health inequalities impact assessment, subsequently renamed equity focused health impact assessment. A partnership between the University of Newcastle, Deakin University and the University of New South Wales (the Project Management Steering Committee) received the funding and the Australasian Collaboration for Health Equity Impact Assessment (ACHEIA) was formed to undertake appropriate background research and to develop, pilot test, modify and disseminate the framework. The work commenced in September 2002 and concluded in October 2004. Part of the funding included a capacity building workshop in August 2004. ACT Health and the Division of Medicine at the John Hunter Hospital, Newcastle, also provided financial support for the project. The August 2004 Workshop was supported by NSW Health. All participants and organisations involved in the project gave extensive in-kind support.
The aims of the workshop were to bring together an international collaboration of multidisciplinary investigators, public health experts, and key senior health managers working in national, state and local settings, to inform the further development of the framework and to provide training in its application. The initial goals of the project were to work collaboratively to develop a strategic framework to assess the health inequalities of public health-related policies, plans, strategies, decisions, programs and services. The EFHIA framework as presented at the August workshop was developed through:
1. an extensive review of the relevant literature
2. formal and informal consultation with members of ACHEIA (the international
reference group), members of the Project Management Steering Committee and
other relevant experts; and
3. testing of the draft EFHIA framework with the 5 case study partners – who applied the draft framework in a range of health settings (see
Acknowledgements).
The result of this work has been the development of an equity focused health impact assessment framework that can be used to determine the unanticipated and systemic health inequities that may exist within the decision making processes or activities of a range of organisations and sectors. The EFHIA framework provides one approach that can be used to assist decision makers to put equity and health on their agenda in a more obvious and systematic way. The framework represents a ‘moment in time’ rather than a definitive statement or ‘toolkit’ on the best way to proceed. Further practice, refinement and adjustment will be needed over many years to consolidate both HIA and EFHIA. As well as this guide to the framework, additional outputs from the project team include:
- A literature review
- A position paper
- A report on the five case studies
- An evaluation report.
With the consent of the Australian Government, a monograph will be made available to workshop participants at the end of October which contains the framework and the appropriate background papers.

Australian coursework-focused marketing masters degrees : retraining, credentials or preparation for PhD?

Using a content analysis this paper examines entry requirements, degree structure and research opportunities within Australian marketing masters degrees. The study identifies that there is wide variation in offerings, indicating that different degrees are striving to achieve different objectives, i.e. training for PhD, advanced studies in marketing, conversion courses for those without marketing degrees or accreditation for those in the industry.

Focused ion beam milling as a universal template technique for patterned growth of carbon nanotubes

Focused ion beam (FIB) milling system has been used to create nanosized patterns as the template for patterned growth of carbon nanotubes on Si substrate surface without predeposition of metal catalysts. Carbon nanotubes only nucleate and grow on the template under controlled pyrolysis of iron phthalocyanine at 1000 °C. The size, growth direction, and density of the patterned nanotubes can be controlled under different growth conditions and template sizes. Atomic force microscopy and electron microscopy analyses reveal that the selective growth on the FIB template is due to its special surface morphology and crystalline structure.

Including the siblings of youth substance abusers in a parent-focused intervention : a pilot test of the best plus program

Substance use is common among young people and can escalate into significant problems for affected individuals and their families. Family responses can influence the course of youth substance use and its consequences for family members, including parents and siblings. Family-level interventions developed to date have neglected the important role that siblings can play. This article describes a pilot test of an intervention designed to assist parents and siblings affected by youth substance use and related problems. The BEST Plus intervention consisting of professionally-led, multifamily groups sequenced over eight sessions is described with reference to the intended therapeutic processes. Professionally observed and self-reported changes for family participants including siblings suggested that the program had a beneficial therapeutic impact. This evaluation of early impacts suggests the BEST Plus program
offers a promising means of assisting families to respond to substance use problems in young people.

Object focused simultaneous estimation of optical flow and state dynamics

The framework of differential optical flow has been built upon to enhance the performance of motion estimation from optical flow. By coupling optical flow and object state parameters, an effective procedure for object tracking is implemented with the dasiaSimultaneous Estimation of Optical Flow and Object Statepsila (SEOS) technique. The SEOS method utilizes dynamic object parameter information when calculating optical flow for tracking a moving object within a video stream. Optical flow estimation for the SEOS method requires minimization of an error functional containing object physical parameter data. The convergence of an energy functional to a feasible or optimal solution set is not guaranteed. Convergence criteria is often assumed and not shown explicitly. Convergence of the SEOS method for both the Jacobi and Gauss-Seidel numerical resolution methods is evaluated.

Can emotion-focused coping help explain the link between posttraumatic stress disorder severity and triggers for substance use in young adults

High rates of posttraumatic stress disorder (PTSD) have been reported among people seeking treatment for substance use disorders (SUDs), although few studies have examined the relationship between PTSD and substance use in young drug users. This study compared levels of substance use, coping styles, and high-risk triggers for substance use among 66 young adults with SUD, with or without comorbid PTSD. Young people with current SUD–PTSD (n = 36) reported significantly higher levels of substance use in negative situations, as well as emotion-focused coping, compared to the current SUD-only group (n = 30). Severity of PTSD was a significant predictor of negative situational drug use, and emotion-focused coping was found to mediate this relationship. The findings underscore the need for youth substance abuse treatment programs to include coping skills training and management of affect regulation for those individuals with comorbid SUD–PTSD.