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This paper aims to deal with the development of a risk management application for the modelling, optimal adaptation and implementation of an ERP system.

This paper presented a risk management application for the modeling, optimal adaptation and implementation of an ERP system. The application was tested with the operations and capabilities of the ERP commercial package “SINGULAR Enterprise (SEn)” of the Greek Software House DELTA‐SINGULAR S.A.

The functional result of this application was proved to support considerably the management of risk within the implementation of the ERP system.

To the best knowledge of the authors there is no other current generic research in this technological field concerning small or medium‐sized enterprises. With the development of this application, the goals mentioned in the conclusions were achieved.

This paper seeks to present a conceptual framework to analyze and improve the quality of empirical databases throughout time – with operational results which are measurable in terms of cost‐benefit.

Basing themselves on the general approach of hermeneutics and, more specifically, on Fernand Braudel's concept of “temporalités étagées” and Norbert Elias's “evolutive continuum”, the authors develop a temporal framework consisting of three stratified time levels in order to interpret shifts in the quality of databases. The soundness of the framework and its capability of delivering operational results are demonstrated by the development of a case study focusing on social security databases. A second case study in the context of digital cultural heritage is also developed to illustrate the general applicability of this interdisciplinary approach in the context of empirical information systems.

Contrary to the assertions of common theories that postulate a permanent bijective relationship between records in a database and the corresponding reality, this paper provides insights which demonstrate that a database evolves over time along with the interpretation of the values that it allows one to determine. These interdisciplinary insights, when applied practically to concrete case studies, give rise to original operational results in the ICT field of data quality.

The framework helps both the managers and the users of empirical databases to understand the necessity to integrate unforeseen observations, neglected a priori by virtue of the closed world assumption, and to develop operational recommendations to enhance the quality of databases.

This paper is the first to show the potential of hermeneutics for the task of understanding the evolution of an empirical information system, and also the first to deliver operational outcomes.

Addresses some issues that enhance efficiency in database preparation and ways to reduce cost and complexity in procedures. Looks at database creation, in particular building current data and retrospective data. Considers methods of dealing with remaining data following retrospective conversion. Finally reviews ways of bridging the gap between to cover the in‐between period in system changeover.

This case study was conducted with the purpose of discovering the possible barriers when a customer relationship management (CRM) implementing plan was initiated in the library context, and exploring its efficiency and effectiveness after implementation. The study aims to develop initial hunches or insights and to obtain concrete suggestions for a template to use in future developing and implementing efforts.

To understand the dynamics present within single, real‐life settings during the implementation process, the case study method was adopted.

The findings highlight the importance to overcome libraries' inexperience in terms of CRM implementation management, and demonstrate that the biggest challenge facing a library is to raise internal awareness of the CRM functions and capabilities that are now provided, and to educate library staff on how these functions and features operate.

The biggest problem of implementing a CRM system in academic libraries is to raise internal awareness of the functions and capabilities that are now provided, to educate library staff on how these functions and features operate, and to clarify the different roles played by the automation system, online reference service and the CRM system.

The initiation into CRM needs not only to address cultural issues, but deal with the fears and anxieties that library staff may have in relation to the adopting the CRM system.

The paper provides useful information for those wanting to implement a CRM system in a library context.

An application development framework for a software project based on fusion as an object‐oriented application development method is presented. An object‐oriented approach has been adopted for the design and implementation of the prototype interactive visual modelling system for building a visual presentation of a refinery process and creation of linear programming model for optimizing production decision variables. The main reason for this selection is the consideration of object‐oriented programming (OOP) as an obvious vehicle for the development of complex visual interactive modelling systems. The main dimensions of the framework are as follows: OO approach, fusion method, computer‐aided software engineering (CASE) tool, application development tool, GUI development tool, and C++ as an implementation language.

Existing research infers that in the information systems (IS) and information technology (IT) fields, a shift may occur between technical and non-technical skills. However, relatively little research has focused on going changes in terms of key skills in the IS suppliers sector. The purpose of this paper is to address this gap by investigating these skills evolution in the IS suppliers domain and discusses their impacts on IS and IT curricula.

This paper uses a qualitative method based on 15 semi-structured face-to-face interviews, with highly dedicated operational managers in senior positions in the field.

This study identifies, for the IS suppliers, the critical skills, which are basically non-technical, and peripheral skills, which are primarily technical. It then considers the consequences of this change and the necessary adaptations it requires for businesses and training for this field.

The findings suggest the need to redesign the educational curricula for future managers, and the adaptations required to the work organization, human resource management and business models of firms in the field.

The paper’s value is twofold. First, it focuses on IS service suppliers, an understudied area (most research examines IS outsourcing from the customer’s standpoint); second, it reveals the shift away from technical toward non-technical skills in a field that is intrinsically technical – a change that may occur more slowly than in other less technical sectors – and the consequences of this change for firms, education and society.

Looks at the prospects of implementing CWIS networks. Considers the issues of cost savings, staff reductions, improved scholarship, time savings, computer resource reductions, data policies, data sharing, and using e‐mail. Argues that the real benefit of CWIS is that it turns a computer from anadvanced scientific tool into something that users can relate to and enjoy.

This research aims to better understand the issues of why individualised communications should be incorporated into customised customer contact service and how customer contact management should be implemented.

The qualitative methodology of case research was used. In total nine Australian service industry case studies, involving 34 in‐depth interviews, were undertaken.

The analysis revealed three themes: optimisation of market factors, the process of implementation, and requirements for smooth customer contact management implementation. These findings showed minor implementation problems with service and organisational requirements driving customer contact management implementation overall. In addition, factors to assist with smooth customer contact management implementation are identified.

Limitations, which could be addressed by future research, include application to other industries, expansion to other countries, the consumer perspective and the need for statistical generalisation.

Key practical implications include the identification of the need for firms to consider customer contact management as an avenue for differentiation and competitive advantage as well as providing guidelines for the successful implementation of customer contact management.

This research builds theory about customer contact management for the first time.

A survey of current work on database systems is presented. The area is divided into three main sectors: data models, data languages and support for database operations. Data models are presented as the link between the database and the real world. Languages range from formal algebraic languages to attempts to use a dialogue in English to formulate queries. The support includes hardware for content addressing, database machines and software techniques for optimizing and evaluating group expressions. Mathematical models are used to organize this support. Throughout there is a tutorial component and evaluation, which in both cases is related to the application of database ideas to documentation.