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Azizah Ahmad
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Decision Sciences, Operations Research & Management Engineering Environmental Science Industrial & Manufacturing Engineering Transportation

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Business Intelligence Healthcare Model: Getting the Right Requirements for Malaysian Rural Citizens Azizah Ahmad; Sajaratul Huda Shafie; Azman Ta’a; Rafidah Abdul Razak
International Journal of Supply Chain Management Vol 5, No 4 (2016): International Journal of Supply Chain Management (IJSCM)
Publisher : International Journal of Supply Chain Management

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Abstract

It is a big challenge for Malaysian healthcare authorities in providing services to rural communities. To meet up with the challenges, a concept called business intelligence (BI) is employed for their informed decision-making that utilizes their enormous data. However, only a few of BI initiatives have their success stories as many are still struggling to justify the investments. Among the most reason of the failures were that BI requirements were overlooked, leading to poor BI deployments. Taking rural healthcare in Malaysia as a case study, the paper attempts to model BI requirements using goal-oriented approach. Rural healthcare BI requirements were modelled two-folds: (1) decision making requirements, cantered on stakeholders; and (2) BI data requirements, focused on organizational and decisional aspects. The model can guide BI developers on the process and data needed in rural healthcare strategic decision-making. Theoretically it provides new insights and facilitates the improvement of new healthcare knowledge.
Enhancing Customer and Supplier Relationship through the Iterative Customer Relationship Management Process Hussein Abdou Al-Homery; Hasbullah Ashari; Azizah Ahmad
International Journal of Supply Chain Management Vol 8, No 6 (2019): International Journal of Supply Chain Management (IJSCM)
Publisher : International Journal of Supply Chain Management

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Abstract

CRM Process is considered the main critical success factor of CRM systems implementations, so special care should be given for each and every process in the organization supply chain for goal achievements.This paper provides an extensive review of the etiquette regarding the CRM processes. This review aims to increase the understanding of the different perspectives, levels of CRM processes, and CRM process models.The CRM Process either macro process or micro process. On the macro level, we consider merging Knowledge Management (KM) with Customer Relationship Management (CRM) to have Customer knowledge Management (CKM) to reduce the risk of relationship failure and customer intelligence for the profitability of the organization supply chain. The knowledge management process starts with data collection, followed by intelligence generation and eventually, intelligence dissemination as an iterative process. On the other side the Micro-level process (Interaction Management) where its quality determined by Consistency, Relevancy, and Appropriateness. In the same context, other scholars classified the CRM process into three levels: (Customer facing level, The Functional level, and the Companywide level (Customer-oriented CRM process). Then, in the article, we are going to demonstrate the CRM process models and the proposed Iterative CRM process model by the author.
Co-Authors Azman Ta’a Hasbullah Ashari Hussein Abdou Al-Homery Rafidah Abdul Razak Sajaratul Huda Shafie