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Executive Business Administration EMBA

These are some brief notes on Executive Business Administration EMBA - 1

Dr.  S.  Maurer,  
MBA Professor

In today’s changing marketplace,  organizations that use ëffective project management techniques find that they have the competitive advantage.  According to James P.  Lewis,  author of several books on project management,  these enterprises “have the competitive advantage over those who fly by the seat of the pants.”

By combining the abilities to respond directly to customer requests and to provide the customer with a highly interactive,  customized experience,  enterprises have a greater ability today to establish,  nurture,  and sustain long-term customer relationships than ever before.  The ultimate goal is to transform these relationships into greater profitability by increasing repeat purchase rates and reducing customer acquisition costs.

In today's world,  customers interact with an organization via multiple communications channels — the web,  call centers,  field salespeople,  dealers and partner networks.  Many organizations also have multiple lines of business that interact with the same customers.

In too many organizations,  there is no project management [pm] initiation process and sponsors,  particularly high-ranking ones,  launch project management with no concern about defining the scope,  identifying where the resources will come from and no consideration of whether other project management will suffer as a result.

The chief information officer [cio] is responsible for setting his enterprise's technology direction and making sure it aligns with the enterprise's business goals.

As businesses look for more efficient and effective ways to manage work,  they have discovered that project management is the answer for increasing white-collar productivity.

A project management Rule: Build relationships intentionally.  project teams come together as strangers.  To do great work…innovation,  learning,  and collaboration…all take people who like and care for each other.  Don’t leave that to chance.  Start your projects by building relationships among team members.

Good project management planning matches the work with the interests and capability of the specific people on your project.  Even the beginner project Director/manager understands that competence matters when we ask people to do a task.  Interests might matter more.

crm applications started as easy contact-management software that salespeople ran on their PCs.  Then vendors began to develop products that automated a larger number of processes while tying together all of the sales data across the organization into one comprehensive source.

The purpose of a [crm] strategy is to optimize the company’s profitability through enhanced customer satisfaction.

CIOs are concerned about the next generation [what are we up to? X?Y?Z?] that's coming into the enterprise.  The members of this younger generation don't seem to exhibit enterprise loyalty.

By using good tools to set service levels,  and by identifying problems before they undermine quality or efficiency,  call center managers can significantly improve system performance while enhancing the accountability of internal and external service providers.  Strong,  well-designed service standards offer the best way to control the expensive performance termites in today's increasingly complex contact center systems.

Utility computing,  a service model in which organisations are provided with computing resources and infrastructure management as needed,  has proven to cut information technology [it] expenditure while making networks more flexible and scalable.

customer relationship management means using the internet to improve communication with your customers,  enhance customer service and support your services.

The key elements of a good project management consist of: 1 - Defining the project accurately,  systematically clarifying objectives,  2 - Dividing the project up into manageable tasks and stages,  3 - Controlling the project through its stages using the project management definition as a baseline,  4 - Highlighting risks and developing specific procedures to deal with them,  5 - Providing mechanisms to deal with quality issues,  6 - Clarifying roles to provide the basis for effective teamwork.

These are some brief notes on Executive Business Administration EMBA - 2

Dr.  S.  Maurer,  
MBA Professor

it would be impractical to a chief information officer [cio] to havë direct control over information technology [it] in every country where the enterprise operates.  The chief information officer [cio] role is to see the overall framework of information technology [it] policies,  standards and strategies,  and to empower people to deliver and contribute locally within that.

project management is not only happening in technology industries.  This strategy is increasingly being used in all industries to get the work done on time and within budget.  In today’s workplace,  the ability to manage projects is an essential skill.

Then there's the benefit many MBAs don't talk about.  MBAs make more money   -   at least,  they make more money in the beginning.  The more important,  though less tangible,  benefits include figuring out who you are and what you want to do with your life.  An UMBA puts you in the position to get what you need.

customer relationship management [crm] is what you need to optimize your interactions with customers.  Whether your concern is to identify potential buyers,  help salespeople sell,  configure complex products,  streamline order processing,  or manage after-sales service profitably,  it improves the entire prospect-to-cash business process with vital back-office and cross-enterprise integrations at the lowest total cost of ownership.

In today's world,  the challenge is to make it easy for customers to do business with the organization the way the customer wants — any time,  via any channel,  in any language or currency — and to make customers feel that they are dealing with a single,  unified organization that recognizes them every step of the way.

If you have an analytical mind,  good people skills,  and the willingness to rise or fall on the demonstrated success of your work,  project management may be for you.

A project management Rule: Listen generously.  People are able to say what they can in the moment.  For the most part,  people are well-intended.  Give them the benefit of the doubt.  Take the time to listen.  Ask questions.  Seek others’ opinions.  And while you’re at it,  don’t be so harsh on yourself.

crm is a complete,  fully integrated set of solutions designed to help you manage the customer-facing processes of your business efficiently and cost-effectively.

project management is now an essential part of all jobs.  Succeeding in any project management requires that you complete it on time,  within budget and that it meets it’s objectives.  easy in practice but everyone can recollect a project management that has been completed late or run over budget.

By exploring the customer Life Cycle from a functional,  channel,  and strategy perspective,  you'll leave prepared to assess your business' readiness for [crm] and create a prioritized action plan focused on maximizing both short-term and long-term ROI.

CIOs can play a much larger role than in the past.  But if they don't step up to that role,  if the chief information officer [cio] isn't willing or able  -  and it can be both  -  then we believe it is still important for some entity to fill that role,  either internally or externally.

Everyone in business and manufacturer will soon be expected to be project completion experts.

In the hunt for the right [crm] tool,  be diligent in the vendor evaluation process.  If you don’t understand the vendor’s [crm] solution in its entirety,  you might wind up with no solution at all.

it is axiomatic that the goal of project management is to be successful,  otherwise the incurring of this management overhead is a valueless exercise.  First and foremost,  project success needs to be defined in terms of the acceptability of the project's deliverables,  e.g.  scope,  quality,  relevance to client needs,  effectiveness,  etc.

We do know this: CIOs and CFOs who seek collaboration and learn how to practice it will soon see the benefits.  Today would be a good day to start.

These are some brief notes on Executive Business Administration EMBA - 3

Dr.  S.  Maurer,  
MBA Professor

customer relationship Managemënt [crm] can be defined as the strategies,  processes,  people and technologies used by enterprises to successfully attract and retain customers for maximum corporate growth and profit.

You need a managerially useful,  end-to-end view of the [crm] process from a marketing perspective.  The basic perspective taken is that of the customer,  not the enterprise.  In other words,  what do managers need to know about their customers and how is that information used to develop a complete [crm] perspective?

The Clinger-Cohen Act of 1996 required agencies to have CIOs,  and Congress has since said it is committed to ensuring they are given adequate authority and responsibility.

project management usually follows major phases [with various titles for these phases],  including feasibility study,  project planning,  implementation,  evaluation and support/maintenance.

The three main areas that [crm] systems focus on are sales,  customer service and marketing automation.

business and information technology [it] priorities change every year and you have to be brave enough to say no,  if a priority changes.

Once you have developed a good project plan,  you reduce the likelihood of problems later in the project,  thus saving both time and money.

customer relationship management [crm] is a new way of doing something as old as business itself.  But it ís not easy to keep customers happy,  and it ís getting harder all the time.

A project management Rule: Tightly couple learning with action.  Projects are wonderful opportunities to learn.  Don’t put that off for the after project lessons learned.  Make it your habit to incorporate learning loops in all your project activities.  Your team will appreciate it.  Your customer will benefit from it.  And best of all,  it will make your job easier.

it's important to understand that you don't have just one boss as a chief information officer [cio],  though your organizational chart may say so.  In essence,  you report to every senior executive in your enterprise.

To obtain reliable answers,  you need the ability to create customer intelligence from the mountains of disconnected customer data you collect on a daily basis.

A project management Rule: Stay close to your customer.  Clients’ concerns evolve over the life of a project.  Take advantage of that to over-deliver.  Stay in a conversation with your client to adjust what you are doing.

Whether you realize it or not,  everyone manages a project at some point.  For example,  a couple manages their wedding day,  a student manages a class project,  homeowners manage home-improvement projects,  and the list goes on.

Now chief information officer [cio] it is a question of how they use technology to change the business.  That's a radical shift that you have to be ready for.  For cio's wanting to truly make a difference it is important not to constrain thinking not to stare at the future through the prison bars of their traditional roles.

customer relationship management [crm] includes a broad set of approaches to improve customer- and channel-facing processes,  foster collaboration,  and provide unassited or self-service access to critical data and transactions.

These are some brief notes on Executive Business Administration EMBA - 4

Dr.  S.  Maurer,  
MBA Professor

The Clinger-Cohen Act of 1996 rëquired agencies to have CIOs,  and Congress has since said it is committed to ensuring they are given adequate authority and responsibility.

A project management Rule: Adopt practices for exploring a variety of perspectives.  We think we see what we see,  but we don’t.  We really see what we think.  Remember the blind men and the elephant.  Make it your habit to inquire what others see.  You’ll see more together.

A typical project management starts with someone having an idea,  which then gains acceptance from a wider group: probably informally through discussion with colleagues and then through a more formal process involving senior management,  the management committee or board.  This leads to a fund-raising process,  which usually causes significant delay,  and then if the funding bid is successful the project management can start,  staff can be appointed and work can begin.  This work has to be planned and managed,  problems dealt with,  until the project management concludes,  hopefully successfully,  and is wound up.

Are you a chief information officer or an information technology [it] director? The terms themselves are academic,  but the roles are fundamentally different.  A chief information officer [cio] is not just an information technology [it] director with a bigger budget.  They spend their time completely differently.

The benefits of customer relationship management [crm] are clear: by streamlining processes and providing sales,  marketing,  and service personnel with better,  more complete customer information,  [crm] allows organizations to build more profitable customer relationships and decrease operating costs.

Providing customer service is vital to maintaining successful business relationships.  Accurate and timely information provided in a professional manner as using a customer relationship management [crm] is the key to any business and service operation.

customer demands for customization are increasing with every passing day.  This has made enterprises shift their focus from mass production to mass customization.

Many project management cite stress as the main downside to their jobs.  PMs are responsible for their projects' successes or failures,  which determine both their income and their status within a enterprise and manufacturer.  In construction,  if a project isn't brought in on time,  the builder has to pay damages for each day's delay,  and the project Director/manager will lose a bonus—and possibly even his or her job.

crm experts agrees that [crm] is ìa customer-centric business strategy that triggers changes in functional roles in the enterprise that require new engineering processes,  which requires a solid tech base to support it.  Translation: First you change your business approach,  then you re-engineer the roles in your enterprise to support that new approach,  then and only then do you start talking to [crm] technology vendors.

For some,  the black-and-white nature of project management work makes for a refreshing challenge.  Delivering a project management on time and under budget can provide great emotional rewards.  The job offers the opportunity to lead,  and new projects keep the work fresh.

Monitoring the technical aspects of a project management is usually where the energy is focused.  Most project management leaders,  particularly inside organizations,  are first and foremost,  technical experts.  In many cases,  their technical expertise not their project management skills   -   is why they were given the project in the first place.

The 'Tech-Head': The chief information officer [cio] is responsible for ensuring the purchasing,  integration and smooth running of all applications,  servers,  hardware,  software and storage within the organisation.

As businesses collaborate more,  the volume of data increases—as do variations in data characteristics.  cio's role is to facilitate the collection and exchange of data across the enterprise and with outside entities.

project managers can be found in all industries.  Their numbers have grown rapidly as manufacturer and commerce has realised that much of what it does is project management work.

Given the diverse demands and the increased level of responsibility to the business,  today's CIOs are looking towards a solution that is both holistic to the business and the technology to address the increasingly complex information technology it/business environment.