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Focuses on the records management function in national, multi‐national and service organizations. Describes the problems that can occur when documents are generated and managed in different countries by staff with different cultural assumptions, logistical options, languages and legal requirements.

Describes the development of an application for a computer‐integrated manufacturing environment which facilitates the communication links between different sub‐systems of the manufacturing system. Using the Pick operating system and a database management system, a prototype was designed for an aircraft engine overhaul system. The model incorporated several processes to implement the overhauling sub‐systems including marketing, business and manufacturing operations.

Despite its tremendous success and achievements, the information science (IS) industry has been plagued by shadows of failure and inefficiency since its early days. This paper takes the stance that poor communication with target organizations and users is one of the major causes of these problems. If this communication is not properly recorded and managed, many of the agreed decisions may never be assumed by target organizations, therefore leaving project managers entirely responsible for failures or deviation from initial requirements. Nonetheless, the vast majority of Software (SW) development companies have very weak provision for Electronic Records Management (ERM). This is evident from the persistent use of ISO 9001 and ISO 90003 in their Quality Assurance (QA) and the consistent neglecting of the ISO 15489 standard for records management. This paper aims to examine this issue

Since there are no studies in this area, this research employed an inductive qualitative research approach that consisted of a combination of critical literature review, an exploratory case study and thematic analysis.

This paper reports on the study of an SW company that implemented ERM policies and an in‐house system that not only supports the recording of documentation and evidence for every phase of the development, but also the very difficult processes of organizational learning.

This paper is of interest to both IS academics and practitioners, namely those interested in QA and ERM.

There is very little research in this area that can inform both academics and practitioners on how to use ERM within SW project management practices. This paper aims at providing early insights into ways of addressing this gap and at generating discussion in this area.

The purpose of this summary is to provide excerpts of selected Financial Industry Regulatory Authority (FINRA) Regulatory Notices and Disciplinary Actions issued in March, April, and May 2011.

The paper provides excerpts from FINRA Regulatory Notice 11‐15, Low‐Priced Equity Securities; 11‐19, Books and Records; 11‐21, Fidelity Bonds; 11‐24, Customer Order Protection; 11‐26, Financial Responsibility.

11‐15: Firms are reminded to consider the risks associated with low‐priced equity securities when extending credit in a strategy‐based or portfolio margin account. 11‐19: The new rules require member firms to make and preserve certain books and records to show compliance with applicable securities laws, rules and regulations; in general, the new rules streamline, strengthen and clarify existing requirements. 11‐21: FINRA Rule 4360 requires each member firm that is required to join the Securities Investor Protection Corporation (SIPC) to maintain blanket fidelity bond coverage with specified amounts of coverage based on the firm's net capital requirement, with certain exceptions. 11‐24: FINRA Rule 5320 generally provides that a member firm that accepts and holds an order in an equity security from its own customer or a customer of another broker‐dealer without immediately executing the order is prohibited from trading that security on the same side of the market for its own account at a price that would satisfy the customer order, unless it immediately thereafter executes the customer order up to the size and at the same or better price at which it traded for its own account. 11‐26: New FINRA Rules 4150, 4311, 4522 and 4523, in combination with the consolidated financial responsibility rules that the SEC approved in November 2009, enhance FINRA's authority to execute effectively its financial and operational surveillance and examination programs.

These are direct excerpts designed to provide a useful digest for the reader and an indication of regulatory trends. The FINRA staff is aware of this summary but has neither reviewed nor edited it. For further detail as well as other useful information, the reader should visit www.finra.org

Asserts that defining information requirements is perhaps the most neglected aspect of the information management process. One explanation is that the high costs of implementing information technology generally focuses management′s attention on the technology (hardware and software) and pre‐empts discussion of issues concerned with the information itself. Contends that, because of the failure to focus on information issues, few organizations know what information they have or need. Identifies the information requirements needed to deliver quality service in high customer‐contact businesses. Analyses the service‐delivery process into input, process and output stages, and specifies the information requirements for each stage. Gives numerous examples from leading service‐sector firms to show how information technology can be used to dramatically improve service quality.

The purpose of this paper is to develop a method to classify customers according to their value to an organization. This process is complicated by the disconnected nature of a customer record in an industry such as insurance. With large numbers of customers, it is of significant benefit to managers and company analysts to create a broad classification for all customers.

The initial step is to construct a full customer history and extract a feature set suited to customer lifetime value calculations. This feature set must then be validated to determine its ability to classify customers in broad terms.

The method successfully classifies customer data sets with an accuracy of 90%. This study also discovered that by examining the average value for key variables in each customer segment, an algorithm can label the group of clusters with an accuracy of 99.3%.

Working with a real-world data set, it is always the case that some features are unavailable as they were never recorded. This can impair the algorithm’s ability to make good classifications in all cases.

This study believes that this research makes a novel contribution as it automates the classification of customers but in addition, the approach provides a high-level classification result (recall and precision identify the best cluster configuration) and detailed insights into how each customer is classified by two validation metrics. This supports managers in terms of market spend on new and existing customers.

The proliferation of (big) data provides numerous opportunities for service advances in practice, yet research on using data to advance service is at a nascent stage in the literature. Many studies have discussed phenomenological benefits of data to service. However, limited research describes managerial issues behind such benefits, although a holistic understanding of the issues is essential in using data to advance service in practice and provides a basis for future research. The purpose of this paper is to address this research gap.

“Using data to advance service” is about change in organizations. Thus, this study uses action research methods of creating real change in organizations together with practitioners, thereby adding to scientific knowledge about practice. The authors participated in five service design projects with industry and government that used different data sets to design new services.

Drawing on lessons learned from the five projects, this study empirically identifies 11 managerial issues that should be considered in data-use for advancing service. In addition, by integrating the issues and relevant literature, this study offers theoretical implications for future research.

“Using data to advance service” is a research topic that emerged originally from practice. Action research or case studies on this topic are valuable in understanding practice and in identifying research priorities by discovering the gap between theory and practice. This study used action research over many years to observe real-world challenges and to make academic research relevant to the challenges. The authors believe that the empirical findings will help improve service practices of data-use and stimulate future research.

The purpose of this paper is to explain newly approved Financial Industry Regulatory Authority (FINRA) books and records rule (Rules 2268, 4511, 4513, 4514, 4515, 5340, and 7440(a)(4)) that will go into effect on December 5, 2011.

The paper highlights the principal new compliance obligations for FINRA members set forth in these rules, including a default six‐year retention period for books and records; requirements to maintain names of associated persons responsible for accounts, to maintain signatures of persons with discretionary authority, to update account records, to preserve files of written customer complaints, to maintain account information after updating and account closure, to maintain authorization records for negotiable instruments, and to document changes in account names and designations; expansion of the deadline for post‐execution allocation to customer accounts; and disclosure requirements for pre‐dispute arbitration agreements.

In addition to consolidating and replacing existing requirements of existing NASD and NYSE rules, the new FINRA rules will impose a number of significant additional requirements for FINRA members.

The paper provides practical guidance from experienced financial services lawyers.

The purpose of this study is to check the effectiveness of anti-money laundering (AML) regulations in Pakistan. The study investigates and analyses some key variables that may be influencing the effectiveness of anti-money regulations in Pakistan. Money laundering is most prevalent in the banking sector, as banks deals with the money’s deposition, withdrawal and transfer, therefore, it is necessary to evaluate the effectiveness of anti-money regulations on subjective judgments. It is an exploratory study in which I have tried to find the relationship and impact of three regulations, which are customer record keeping, employee training and suspicious transaction reporting on money laundering.

A sample of hundred responses has been collected from employees working in different banks located in Rawalpindi and Lahore through questionnaire. Questionnaire has been developed on the basis of different dimensions of the research variables.

It has been found that that there is an impact of employee training on money laundering in banking system. A moderate inverse relationship between employee training and money laundering and anti-money laundering regulation of customer record keeping has weak impact on money laundering in developing countries.

The research is limited to Pakistan only, and to apply the same concept in other countries, researchers need to check the financial institutions of that country as well.

It has been suggested that to stop money laundry, special budget should be allocated for the capacity building of employees through training. Timely guidance and assistance of foreign-trained instructors or experts in combating money laundering should be taken. Implementation of anti-money laundering regulations should be transparent, consistent and timely.

The recording industry has gone through a far-reaching disruption, but the major record companies from the past continue to surge. The following question is addressed: Why has disruption in the recording industry not followed the patterns of generic examples from other sectors? The purpose of this paper is to describe and explain why the digital disruption does not lead to the disruption of all types of companies.

This longitudinal study is based on a large set of secondary sources combined with in-depth interviews in Sweden’s recording industry.

Findings indicate that when customers turn to streaming, the major record companies’ direct control of which music the consumer is exposed to increases. This main finding contrasts statements that streaming services would facilitate peer-to-peer sharing activities between music customers and make record companies redundant. The major record companies have remained at a prosperous position due to the control of valuable content and marketing assets, as well as asymmetric interdependency among parties in the supply chain.

The recording industry is different to many other sectors based on the latent value of catalogues, and the conclusions drawn from this paper should thereby not be taken for granted for other industries.

Findings suggest that by “reading” the development of the industry and understanding what key resources create dependencies and revenue flows, managers would be better at tackling disruption.

The paper contributes to previous literature by describing how incumbent companies survive and even prosper post-disruption. It adds to the understanding of the digitalization of the recording industry and points at how dependencies help to understand disruption.