工程项目绩效管理新工具--BSC

运用管理会计中提出的平衡记分卡方法,结合工程项目管理特点,构建一个平衡记分卡运用于工程项目管理绩效评价的模型,以达到提升工程项目管理绩效的目的。     

新型企业业绩评价模式合EVA平衡记分卡

EVA综合平衡记分卡(BSC)就是将平衡记分卡在企业长期战略中的作用和EVA评价系统的导向作用相结合,利用BSC将公司的战略转化为具体的、可接受的目标,以EVA指标来检验企业战略或使命.本文将探讨如何将EVA和BSC合为一个综合的绩效评价体系,使EVA作为BSC财务维度的评估指标,从而克服各自的局限性,发挥最大效益,实现企业价值最大化目标.     

浅谈平衡计分卡改进及其应用实践

介绍了传统绩效评价方法及其在应用上存在的问题,分析了平衡计分卡的贡献与不足,平衡记分卡的改进思路其及指标框架。对平衡记分卡四个角度的绩效指标进行具体化,使企业可以根据自身不同经营阶段管理的需求、战略重点和行业特性等,针对性地制定适合自身应用和便于实施的指标体系,从而更科学合理地通过指标评价来透视企业的发展潜力。     

企业绩效评价体系的思考与探讨

绩效评价体系在企业发展中起着重要作用。阐述了绩效评价与企业管理的关系,对传统绩效评价缺陷进行了分析,并且对非财务指标的选择亦作一介绍。最后,介绍了一种绩效评价体系的新发展——平衡记分卡,从4个方面分析了平衡记分卡的优越性,可作借鉴。     

船舶管理公司的市场营销战略

船舶管理业的迅猛发展意味着船舶管理公司将不断地寻求保持竞争力的新途径,这主要表现在提高服务质量、采取市场准入战略、建立战略位置等方面。然而,在船舶管理专业化服务中,建立和保持客户关系也是至关重要的,需要在资金、社会关系、员工培养以及巩固市场战略经营等方面进行大量投入。船舶管理公司建立长期客户关系将确保客户数量、减少转交费用以及获得主动性和竞争性。     

基于平衡记分卡的企业人力资源管理绩效评价模型研究

本文结合平衡记分卡的特点,从财务、客户、内部流程、学习与成长四个维度建立了人力资源管理绩效的评价模型。运用层次分析法和模糊评价方法,客观地确定各绩效指标的权重,避免了过去主观打分法等的随意性,以期对企业的绩效管理提供参考。     

基于数据仓库的客户关系管理在证券行业中的应用

提出了证券行业在数据仓库的基础上实施客户关系管理，从而更好地了解客户需求，保持良好的客户关系，提高市场核心竞争力。介绍了客户关系管理、数据仓库的基本概念，详细分析了数据仓库在客户关系管理中的重要作用。     

中远船务集团客户关系管理研究

世界修船市场竞争日益加剧,中国修船业面临着更大的机遇与挑战,逐渐形成强强竞争的格局,中远船务集团重新整合下属修船企业,客户关系管理成为提升集团形象的关键。文章通过对中远船务集团的业务架构、特点及客户关系分析,阐述了中远船务集团客户关系管理的四个需求,重点介绍客户关系管理系统功能框架设计方案,通过建立五大功能模块将客户信息整合成统一平台,低成本、高效率地满足客户的需求并介绍了中远船务客户关系管理实施的步骤。     

客户关系管理与市场拓展

客户关系管理在市场拓展方面有着重要的作用和使用价值,做好客户关系管理可以提高企业的核心竞争力,为客户提供优质服务,同时不断探索客户的潜在价值,为企业的可持续发展提供不竭动力。     

浅谈航运企业客户关系管理策略

随着全球经济一体化步伐的加快,国际航运市场的竞争将日趋白热化,航运企业面临前所未有的机遇与挑战,消费者即货主与旅客成为航运企业生存和发展的基础。本文试图从客户关系管理的理论着手,分析我国航运企业市场管理实施客户关系管理的必要性,探讨我国航运企业实行关系管理的策略。     

散货码头网络化状态监测的实现

随着现代企业信息化建设进程逐步加快,企业上层信息管理系统 (如ERP、供应链管理等 )对工业控制系统的实时生产信息和资源提出了更高的要求。开发设备状态监测系统已成为企业领导层迫切的需要。本文阐述在企业原有的控制系统基础上开发远程监测系统的具体实现方案。     

Integrated Coastal Management in Philippine Local Governance: Evolution and Benefits

In 1991 the Philippine government shifted many coastal management responsibilities to local governments and fostered increased local participation in the management of coastal resources. In their delivery of integrated coastal management (ICM) as a basic service, many local governments have achieved increasing public awareness of coastal resource management (CRM) issues. Continuing challenges are financial sustainability, inadequate capacities, weak law enforcement, and lack of integrated and collaborative efforts. To address these challenges, a CRM certification system was developed to improve strategies and promote incentives for local governments to support ICM. This system is being applied by an increasing number of local governments to guide the development and implementation of ICM in their jurisdiction. The CRM benchmarks required for a local government to achieve the first level of certification are: budget allocated, CRM related organizations formed and active, CRM plan developed and adopted, shoreline management initiated and two or more best practices implemented. Implementation is providing tangible benefits to communities through enhanced fisheries production associated with MPAs, revenues from user fees and enhanced community pride through learning exchanges and involvement in decisions, among others.     

远程维修技术支援呼叫中心的设计

建立远程维修技术支援体系,对于实现舰船装备的快速、精确保障有着重要的意义。以呼叫中心为核心的CRM系统,则是远程维修技术支援体系中连接保障对象和保障源的重要平台。通过对CRM和呼叫中心系统的研究,提出了将CRM理念应用到远程维修技术支援系统中的思路,构建了远程维修技术支援呼叫中心的技术框架。     

基于J2EE平台的CRM系统的实现

客户关系管理(CRM)系统近几年得到普遍关注,通过对J2EE体系结构的分析,本文介绍了基于J2EE平台的CRM系统的实现,重点对客户信息管理模块的实现进行了详细的叙述。     

国际海运企业客户关系管理系统(CRM)

在新的竞争形势下国际海运企业需要CRM为其解决营运中遇到的种种问题,具有一定理念特点和技术特点的CRM能够帮助国际海运企业完成向以客户为中心的商业模式的转变。     

Crew resource management training in the maritime industry: a literature review

The study is based on a literature review of recent empirical research on crew resource management (CRM) training in the maritime industry, organised around what non-technical skills to learn and how. The review indicates that existing work is dominated by individualistic theories of learning with less focus on learning as a social process. Five main categories of skills that need to be trained are identified: assertiveness, decision-making, communication, situation awareness and team coordination. We argue that it is necessary to operationalise these broad concepts further, emphasising the work context and crew-specific needs. The review also shows that a combination of classroom lectures and simulator-based exercises is commonly used in maritime education and training in these skills. The learning effect seems to be suffering from training programmes that are exported ‘as is’ from aviation and not adjusted to the maritime domain or to operation-specific needs. This paper examines maritime crew resource management training from a social learning perspective, involving the view that learning is a context bound, social process that might take place in communities of practice (CoP). A CoP is a group (e.g. a crew) wherein members share an activity and learn from each other. It is argued that CRM training programmes will benefit from including a social learning perspective. Factors that enable the assessment of teams are discussed, and it is argued that the training should be tailored to existing crews, emphasising a learning environment as close to reality as possible.     

Conference-shipper loyalty contacts: Time for a re-think?

This paper examines the purposal by the British Shipper's Council (BSC) and the UK government to place a statutory limit, by means of a regulations implementing the EEC rules for competition, upon the proportion of a shipper's cudstom that may be demanded in a loyalty agreement with a liner conference.

The development of 70% loyalty is traced through the following the various drafts of the EEC competition rules for sea transport; the department of trade investigation which found freight rate disparities that were caused partially by the less competitive environment in the UK than on the Continent; and evidence given on 70% loyalty beforew the house of Lords Select Commitee on the European Communities.

By considering the precise proposals, as suggested by the BSC, and means of enforcing them, 70% loyalty is found to be eminently practicable. the short-term consequences of its introduction are unlikely to be great, considering the shippers' needs for a good quality service; but in time the additional competition fostered by a less-than-100% tie would cause radical changes; conferences would have to aopt limit-pricing and respond to competition loyalty ties might be restricted to service contracts with large shippers. These effects would be felt far more in the UK since the continental environment is in any case more competitive.

It is concluded that 70% loyalty should be imposed upon conferences by means of the EEC Regulations in order to enhance the competitive environment of linear shipping.     

Effects of a classroom-based bridge resource management training on knowledge,attitudes, behaviour and performance of junior naval officers

This study asses the effectiveness of classroom-based bridge resource management (BRM) training for junior naval officers, in which general principles of human behaviour and performance in teams and under stress were conveyed. Although BRM training is recommended by the International Maritime Organization and is increasingly common in seafaring, very little is known about whether the adaptation of crew resource management (CRM) training from aviation to the maritime domain has been successful and what type of training is effective. A study with a quasi-experimental, two-factorial mixed design was conducted with BRM training as the between factor and time as the within factor. For 117 study participants, evaluation criteria were assessed on all levels as defined by Kirkpatrick (Train Dev J, 178–192 1979): subjective training evaluation, knowledge, attitudes and behaviour as well as performance while commanding a vessel during a real-world exercise. BRM participants showed better subjective training evaluations and more BRM-related knowledge than controls. Training did not produce differences between groups regarding BRM-related attitudes, the demonstration of non-technical skills or the overall success in the real-world exercise. Overall, BRM training effectiveness was rather low, which can most probably be attributed to the focus of training on generalizable knowledge, skills and attitudes at the expense of their specific application to the context of the real-world exercise. In the design of BRM and CRM training courses alike, the effective application of general principles to a given context must be defined, and the application must be emphasised during training delivery.     

Assessment of the maritime labour convention compliance using balanced scorecard and analytic hierarchy process approach

Maritime labour convention (MLC), adopted by International Labour Organization in 2006, is one of the latest contemporary issues in the maritime industry. Since the convention entered into force after August 2013, maritime administrations and ship management companies have great responsibilities to control and verify the socio-technical requirements within the shipboard environment. The convention principally organized along with several key considerations such as minimum requirements for seafarers to work on-board ships, conditions of employment, accommodation, recreational facilities, health protection, medical care, welfare and social security protection. At this insight, the compliance and enforcement matters are another concern to fulfil the requirements. This paper provides a model-based approach integrating balanced scorecard (BSC) with analytic hierarchy process (AHP) to evaluate compliance with the MLC requirements at the operational level. The research is expected to provide original contributions to monitor the MLC 2006 compliances level in ship fleet operation and management.     

分类算法在酒店CRM中的应用

在酒店管理系统中引入了CRM客户关系管理系统,并通过C4.5分类算法对客户的重要信息进行分析,从而为潜在客户的特征提供一个参考,以加强对潜在客户获取的决策力度。