June 2015

Enterprise architecture maturity stages: A cluster analysis in Brazilian small businesses

Enterprise Architecture - EA encompasses the core business processes, Information Technology infrastructure (IT), systems, and technologies, as well as the level of integration and standardization of data and processes. Companies that develop EA tend to migrate from local applications to systems that share infrastructure and data. In this context, the aim of this study is to identify how the SMEs –Small...

Author(s): Carlos Otávio Senff, Gustavo Dambiski Gomes De Carvalho, Claudimar Pereira Da Veiga, Luiz Carlos Duclós and Admir Pancote

June 2015

TOC, lean and six sigma: The missing link to increase productivity?

The objective of this study is to analyze the points of convergence and divergence between the Theory of Constraints, Lean Manufacturing and Six Sigma in an integrated manner when used for continuous improvement of manufacturing systems. This research also aimed to advance a better understanding of the fundamental principles of such methodologies by performing a comparative analysis of critical issues. The focus of...

Author(s): Diego Augusto de Jesus Pacheco

June 2015

Improving customer complaining behaviour for loyalty in the services sector: A case of mobile telephone companies in Uganda

This study focuses on the concept of customers’ complaining behaviour in the mobile telephone company sector.  The mobile telephone company in Uganda is competitive and being a service sector, it is complex in nature. A descriptive cross-sectional survey was used. Primary data were collected using questionnaires from Makerere University mobile telephone subscribers who were students, academic staff,...

Author(s): Mabel Birungi Komunda, Francis Kibeera, Justus Munyoki and Jotham Byarugaba