Towards a framework for benchmarking ICT practice, competence and performance in small firms

Identifying the key areas for benchmarking towards the improvement of small and medium scale enterprises (SMEs) construction firms in developing countries: the case of Ghana

Purpose

The purpose of this study was to identify key areas for benchmarking (BM) towards the improvement of small and medium scale enterprises (SMEs) construction firms in developing countries.

Design/methodology/approach

The study employed the use of the quantitative research method in the collection and analysis of primary data collected from field surveys using a piloted close-ended questionnaire created following a review of available literature on BM. Based on 63 solicited views of professionals with SMEs (quantity surveyors, project managers and architects) data collected were statistically analysed using a one-sample t-test.

Findings

The findings of the study indicate that the key areas for BM towards the improvement of SME construction firms in developing countries in order of relevance are “Financial Performance”, “Competitiveness”, “Customer Satisfaction”, “Technology Advancement”, “Communication Skills”, “Collaboration”, “Employee Satisfaction” and “Product orientation”.

Practical implications

The study has given more insight into the areas that need more attention for SMEs BM to achieve improvement. It can therefore be suggested firms that adapted identified areas will derive the benefits of BM. It is further opined that more BM education should be provided to various SMEs construction firms to facilitate an effective and efficient BM regime aiming at performance enhancement in project delivery.

Originality/value

This forging research attempts to identify the key areas for BM towards the improvement of SMEs construction firms in developing countries. Although there have been several efforts to create BM tools for the construction industry.

CRM and organizational performance

Purpose

The purpose of this paper is to investigate the relationship between customer relationship management (CRM) dimensions (i.e. top management support, customer orientation, training orientation, customer data, customer information-processing and integration) and organizational performance in telecommunication companies in Kuwait.

Design/methodology/approach

This is a quantitative study, and the response came from 167 employees of three telecommunication companies. Data collected were subjected to correlation and regression analyses in pursuance of the study’s stated objective.

Findings

The results of this study found that top management support, customer data and customer information processing are positively related to organizational performance, while other variables of customer orientation, training orientation and integration of CRM have no significant influence on organizational performance.

Originality/value

The paper addresses CRM dimensions issues specifically for telecommunication companies in Kuwait.

Attitudes of Nigerian facilities management professionals to the benefits of benchmarking

Purpose

The purpose of this paper is to examine the benefits of benchmarking among Nigerian facilities management (FM) practitioners.

Design/methodology/approach

Data collection was through semi-structured interviews with 34 FM heads from three selected cities in Nigeria. Of this number, 16 were from Lagos, 10 from Abuja, while 8 managers were from Port Harcourt. These managers were selected using purposive sampling based on their experience in the field of FM across the various sectors of the economy. The interviews were analysed with Nvivo 10 software qualitative computer software so as to reduce manual tasks, discover tendencies and recognize themes on the practice, meaning and benefits of benchmarking. Matrix coding of the Nvivo software was used to distinguish between benefits realized by those that conduct formal and informal benchmarking.

Findings

The paper found that those that perform informal benchmarking find that the benchmarking tool helps them to improve performance, service quality and their processes. On the other hand, those that perform formal benchmarking affirmed that benchmarking helped them in making strategic plans, striving to be the best in the industry and obtaining explanations for those improvements that are made now and in the near future.

Practical implications

The results, therefore, suggest that formal benchmarking in Nigeria is needed in performing strategic role in FM, as well as in making good business case agitations. Practitioners also need to know the benefits of benchmarking to improve its usage.

Originality/value

The paper categorised FM benchmarking benefits. Also, there are limited empirical studies on benchmarking benefits in developing countries.

Demographic determinants of electronic commerce (EC) adoption by SMEs

Purpose

– Research on the demographic characteristics of top management team (TMT) on e-commerce adoption has really advanced. Although some of such studies factored location factors as e-commerce adoption drivers, rare attempts have been made to unravel if the differences in the demographic composition of TMT and the rate of adoption may be explained by the differences in the firm’s geographical location. Therefore, the purpose of this paper is to bridge this knowledge gap by proposing a framework that conceives and measures geographical location as a contextual variable between e-commerce adoption and TMT composition.

Design/methodology/approach

– Data were generated from the opinions of owners/managers of 226 SMEs drawn purposefully from registered SMEs in five industries located in three geo-political zones of Nigeria. Two cities (a state capital and a commercial nerve centre) were studied and a four-step hierarchical regression (spanning factor-loading) was used to test the hypotheses.

Findings

– Evidence from the study shows that the hypothesized relationships between demographic factors and e-commerce adoption (main/direct effects) were statistically significant (supporting H1-H4). The two moderators (physical infrastructures and industrial specialization) that explained location factors were equally statistically significant in moderating the relationship between the demographic composition of TMT and e-commerce adoption.

Research limitations/implications

– Sampling the opinions of SMEs in some industries of three geo-political zones of Nigeria limits the power of generalization. Therefore, extended data and measures are required to replicate the study in order to build external validity and reliability, and possibly theories. Further, some errors seem unavoidable in the course of converting the data through SPSS procedure just as all the measures used appear subjective and prone to common method bias. Other demographic and location factors not captured in the study may be handled by future studies.

Originality/value

– The work will be of benefit to the academia and practitioners in terms of showing how location factors dictate the relationship between the demographic composition of top management and e-commerce adoption. The paper raises pointers that stimulate future research and advised policy-makers on even or near-even distribution of infrastructural facilities.