Performance assessment and optimisation of a large information system by combined customer relationship management and resilience engineering: a mathematical programming approach

Azadeh, A; Foroozan, H; Ashjari, B; Motevali Haghighi, S; Yazdanparast, R; Saberi, M; Torki Nejad, M

Performance assessment and optimisation of a large information system by combined customer relationship management and resilience engineering: a mathematical programming approach

Azadeh, A Foroozan, H Ashjari, B Motevali Haghighi, S Yazdanparast, R Saberi, M

Torki Nejad, M

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Publisher:: Taylor and Francis Group
Publication Type:: Journal Article
Citation:: Enterprise Information Systems, 2017, 11, (9), pp. 1401-1415
Issue Date:: 2017-10-21

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Field	Value	Language
dc.contributor.author	Azadeh, A
dc.contributor.author	Foroozan, H
dc.contributor.author	Ashjari, B
dc.contributor.author	Motevali Haghighi, S
dc.contributor.author	Yazdanparast, R
dc.contributor.author	Saberi, M https://orcid.org/0000-0002-5168-2078
dc.contributor.author	Torki Nejad, M
dc.date.accessioned	2022-08-26T04:28:04Z
dc.date.available	2022-08-26T04:28:04Z
dc.date.issued	2017-10-21
dc.identifier.citation	Enterprise Information Systems, 2017, 11, (9), pp. 1401-1415
dc.identifier.issn	1751-7575
dc.identifier.issn	1751-7583
dc.identifier.uri	http://hdl.handle.net/10453/160900
dc.description.abstract	ISs and ITs play a critical role in large complex gas corporations. Many factors such as human, organisational and environmental factors affect IS in an organisation. Therefore, investigating ISs success is considered to be a complex problem. Also, because of the competitive business environment and the high amount of information flow in organisations, new issues like resilient ISs and successful customer relationship management (CRM) have emerged. A resilient IS will provide sustainable delivery of information to internal and external customers. This paper presents an integrated approach to enhance and optimise the performance of each component of a large IS based on CRM and resilience engineering (RE) in a gas company. The enhancement of the performance can help ISs to perform business tasks efficiently. The data are collected from standard questionnaires. It is then analysed by data envelopment analysis by selecting the optimal mathematical programming approach. The selected model is validated and verified by principle component analysis method. Finally, CRM and RE factors are identified as influential factors through sensitivity analysis for this particular case study. To the best of our knowledge, this is the first study for performance assessment and optimisation of large IS by combined RE and CRM.
dc.language	English
dc.publisher	Taylor and Francis Group
dc.relation.ispartof	Enterprise Information Systems
dc.relation.isbasedon	10.1080/17517575.2016.1251618
dc.rights	info:eu-repo/semantics/closedAccess
dc.subject	0806 Information Systems, 1503 Business and Management
dc.subject.classification	Business & Management
dc.title	Performance assessment and optimisation of a large information system by combined customer relationship management and resilience engineering: a mathematical programming approach
dc.type	Journal Article
utslib.citation.volume	11
utslib.for	0806 Information Systems
utslib.for	1503 Business and Management
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/Faculty of Engineering and Information Technology
pubs.organisational-group	/University of Technology Sydney/Faculty of Engineering and Information Technology/School of Computer Science
utslib.copyright.status	closed_access	*
pubs.consider-herdc	false
dc.date.updated	2022-08-26T04:28:03Z
pubs.issue	9
pubs.publication-status	Published
pubs.volume	11
utslib.citation.issue	9

Abstract:

ISs and ITs play a critical role in large complex gas corporations. Many factors such as human, organisational and environmental factors affect IS in an organisation. Therefore, investigating ISs success is considered to be a complex problem. Also, because of the competitive business environment and the high amount of information flow in organisations, new issues like resilient ISs and successful customer relationship management (CRM) have emerged. A resilient IS will provide sustainable delivery of information to internal and external customers. This paper presents an integrated approach to enhance and optimise the performance of each component of a large IS based on CRM and resilience engineering (RE) in a gas company. The enhancement of the performance can help ISs to perform business tasks efficiently. The data are collected from standard questionnaires. It is then analysed by data envelopment analysis by selecting the optimal mathematical programming approach. The selected model is validated and verified by principle component analysis method. Finally, CRM and RE factors are identified as influential factors through sensitivity analysis for this particular case study. To the best of our knowledge, this is the first study for performance assessment and optimisation of large IS by combined RE and CRM.

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http://hdl.handle.net/10453/160900