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This paper aims to provide an analytical literature survey of selective studies on legal documentation in Islamic home financing with particular reference to Malaysia.

This study adopts the legal positivist methodology, with particular reference to inclusive legal positivism which takes into consideration the possibility of moral values challenging positive law. Within the context of this study, though positive law provides for rules that govern contractual matters in Islamic home financing, standardisation is a functionality of maslahah (or public interest) which transcends the mandatory provisions of positive law but helps to protect the interest of all stakeholders. This is analysed through a systematic literature review which aims to provide practical insights into industry practices relating to Islamic home financing in Malaysia.

This paper provides information on the standard documentation used by conventional banks and existing practices of diverse models of legal documentation in the home financing sector within the Islamic financial services industry in Malaysia. It also recognises the need for standard documentation that is not only Sharīʿah-compliant but also consumer-friendly, as the terms of any standard financing agreement ought to ensure consumer protection. There is also the need for a Shari’ah-compliant Sales and Purchase Agreement, as it forms part of the complete set of legal documentation for Islamic home financing.

It is not an exhaustive study, as it did not consider practices in other jurisdictions offering Islamic financial services and products but only focusses on Malaysia. Though one may not generalise the findings of this study, Malaysia remains a leading model and a global hub for Islamic financial services and products.

A very useful source of information on the current state of legal documentation in Islamic home financing in Malaysia and the prevailing practices in the industry, which may serve as a guide for policymakers such as the Association of Islamic Banks in Malaysia (AIBIM) to embark on a full scale project of standardisation of all the legal documentation used in Islamic home financing.

This study fulfils an identified need of standardisation of legal documentation used in Islamic home financing in Malaysia and offers practical help to policymakers and future researchers starting out on systemic reforms.

This paper aims to explore the use of the knowledge management (KM) perspective for configuration projects. Configuration projects implement configurators as information technology systems that help companies manage the specification process of customised products. An effective method of retrieving and formalising knowledge for configurators is essential, because it can reduce the risk of unsuccessful implementation and the time and effort required for development. Unfortunately, no standard KM frameworks are available specifically for configuration projects. This study identifies the knowledge necessary for different phases of a configuration project (which knowledge, for what purpose and from what sources), examines how it is transformed during a configuration project (what KM activities and tools are used) and establishes how the knowledge can be documented for future maintenance and updates.

This paper proposes a four-step framework for making the KM process more efficient in configuration projects. The framework is based on the literature, developed in collaboration with industrial partners and tested on four configuration projects in two engineering companies. The framework is a structured KM approach designed to save time for both domain experts and the configuration team. The authors have used a qualitative exploratory design based on multiple data sources: documentation, workshops and participant observation.

The proposed framework comprises four steps: determination of the system’s scope, to establish the project’s goal based on stakeholders’ requirements and prioritise the required products and processes; knowledge acquisition, to classify the knowledge according to the desired output and identify different knowledge sources; modelling and knowledge validation; and documentation and maintenance, to ensure that the KM system can be maintained and updated in the future.

Because the framework is tested on a limited number of cases, its generalisability may be limited. However, focusing on a few case applications allows us to assess the effectiveness of the framework in detail and in depth to identify the practical challenges of applying it. The results of the tests support the framework’s validity. Although the framework is designed mainly for engineering companies, other industries could benefit from using it as well.

The individual steps of the framework create a structured approach for the KM process. Thus, the approach can save both time and resources for companies, without the need for additional investment.

A standard framework is lacking in the literature on KM for configuration projects. This study fills that gap by developing a KM framework for configuration projects, based on KM frameworks developed for IT projects, and KM tools.

Good system documentation is the backbone to the success of any automated system, for only through complete and thorough documentation can the user fully understand and utilize a system's capability. This symposium focuses on printed documentation and the many related applications that affect the daily lives of computer users. Printed documentation takes different forms, including user and reference manuals, tutorials, reference cards, and “cheat sheets.” The various forms are produced by both system vendors and system users, the latter frequently adapting and modifying vendor‐prepared documentation to reflect local practice and meet specialized training needs.

In an earlier paper (Harry & Oppenheim 1993), we described the criteria that we had developed for a standard test procedure for CDROM reviews. In this paper, we describe some evaluations we carried out using the criteria laid out on standard test forms. The purpose of these evaluations was to assess the validity of the criteria and the test forms. Appraisals of products were carried out on CDROM products available in the Library of Strathclyde University.

In September 1994 the Association Française des Banques published a standard master agreement for derivatives and foreign exchange over‐the‐counter transactions. The introduction of this new multi‐product documentation has been rendered possible by the enactment of a specific netting statute which provides for a legal framework allowing inter alia contractual close‐out netting procedure. This standard documentation is strongly inspired by the 1992 ISDA Multicurrency Cross‐Border Master Agreement.

The purpose of this paper is to investigate the elements of user manual quality and its influences on perceived product quality and customer satisfaction in an integrated model structure.

Survey method was used to evaluate user manual quality and its influences on perceived product quality and customer satisfaction. Electrical appliances consumers were chosen in our sample. Factor analysis and structural equation modeling were performed to introduce, test and validate the user manual quality dimensions and also test the hypotheses.

The findings show a positive significant relation between user manual quality and perceived product quality, and this result demonstrates that consumers perceive user manual quality as a part of their quality evaluation related to the product. The results point out that user manual quality is essential for both low- and high-value products regarding customer satisfaction. The findings also reveal that perceived product quality mediates the influence of user manual quality on customer satisfaction.

This study reveals that providing a high-quality user manual should be an essential element of product management and development strategies. The findings also highlight the need for companies that particularly sell complex products with long product life cycles must invest in providing high-quality user manuals. This will enhance perceived product quality and in turn customer satisfaction.

Although some prior studies address user manuals in the relevant literature, these studies did not examine the elements of user manual quality and their impact on consumers’ perceptions of the product quality and their satisfaction evaluations in a research model. This paper attempts to fill this gap in the literature. In addition, the authors found two major dimensions of user manual quality as content-related elements and representational/format-related elements of the user manual.

Product design and service delivery both affect service performance, and therefore a product support strategy must be defined during design stage, in terms of these two dimensions, to ensure the delivery of “promised product performance” to customers. Furthermore, product support strategy should not only be focused around product, or its operating characteristics, but also on assisting customers with services that enhance product use and add additional value to their business processes. This paper examines various issues such as reliability, availability, maintainability, and supportability (RAMS), etc., which directly or indirectly affect product support, maintenance needs and related costs on the basis of a case study conducted in a manufacturing company. The main purpose of the study was to analyse the critical issues related to the product support and service delivery strategy as being practised by the company, and to suggest means for improvements. On the basis of the case study, the paper presents an approach for design and development of product support and maintenance concepts for industrial systems in a multinational environment. The paper emphasizes that the strategy for product support should not be centred only on “product”, but should also take into account important issues such as the service delivery capability of the manufacturers, service suppliers, the capability of users' maintenance organization, etc.

Customer support, such as equipment maintenance and repair, is an essential element in the successful marketing of a wide range of products, from computer systems to domestic appliances. Consequently, companies need to establish and maintain appropriate channels for high‐quality customer support; either as a part of their own operations or through third parties. This paper describes an exploratory investigation of the distribution channels and customer support strategies of five manufacturing businesses, using case study methodology. The results show the key role that customer support plays in various industries and illustrate the types of decisions companies make on how to provide high‐quality support for their customers. These findings have implications for managers in all industries where customer support is important, as they provide insights on how different channels and strategies affect the quality and efficiency of customer support.

Rarely have studies on the acquisition of knowledge in internationalisation focused on institutional knowledge. The purpose of this paper is, therefore, to investigate the acquisition of this knowledge, and its assimilation and exploitation processes in internationalisation.

The paper utilises ten longitudinal revelatory case studies built from multiple semi-structured interviews conducted with three different firm types of small- and medium-sized enterprise (SMEs) in the pharmaceutical industry and secondary documents to which the researchers obtained proprietary access.

The study enhances the conceptual understanding of the institutional learning process in internationalisation by, for the first time, developing a framework to characterise this process. The study explores and identifies multiple types of institutional knowledge required, the sequencing of their acquisition, sources and learning methods utilised. It also discusses transferability of this learning across foreign markets and firms’ absorptive capacity for that knowledge. Regulatory-specific product knowledge, found to be the most important type required, appeared to affect significantly both market selection and mode of entry, and when acquired insufficiently, prevented internationalisation.

While the sample size is relatively small, and sector-specific, the findings were consistent across all the SME firms and firm types. They may also be generalisable to other sectors, firm sizes such as MNEs and types, particularly those which are knowledge-based or highly regulated, given that similar institutional knowledge and processes of acquisition are necessary for firms of all sizes in internationalisation.

International marketing managers will gain valuable insights, based on a framework proven to propel firms to successful internationalisation, upon how to plan, organise, manage and match their institutional knowledge-seeking and learning activities with their firms’ internal capabilities, staffing and other resources in an effective and timely manner.

This study contributes to the conceptual understanding of the institutional knowledge learning process in the internationalisation.

The effective management of banking products becomes more critical as the external environment becomes more competitive. In the corporate sector this is particularly true and a structured, methodical, yet flexible, approach is required. The structure of the product management process is outlined. The key elements are dealt with and the interrelationships with other organisational functions are illustrated, together with the factors that complicate management in the international arena.