Improving Project Risk Management of Cloud CRM Using DANP Approach
Reducing information system project risks and improving organizational performance has become an important research issue. In this study, a research framework is constructed from the Stimulus-Organism-Response (S-O-R) framework, comprising the stimulus of
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Abstract Reducing information system project risks and improving organizational performance has become an important research issue. In this study, a research framework is constructed from the Stimulus-Organism-Response (S-O-R) framework, comprising the stimulus of project risk, the organism of project management, and the response of organizational performance. Cloud CRM experts projects management experience has many years in this study for the interview sample. DEMATEL-Based ANP (DANP) is MCDM analysis tool that haven’t any presumptions under the premise to explore dynamic relationship among project risk, project management, and organizational performance. The following empirical results were obtained: (a) effective project management reduced project risk and enhanced organizational performance; (b) of all of the types of project risk, organizational environment risk is the most challenging; (c) support from senior managers is crucial in project management; and (d) the multidimensional aspects of a organizational performance have garnered equal amounts of attention, indicating that financial performance is not the only important target. Keywords DEMATEL based-ANP (DANP) management Organizational performance
Cloud CRM
Project risk
Y.-S. Chen (&) Department of Information Management, Hwa Hsia University of Technology, 111, Gong Jhuan Rd, Chung Ho, New Taipei City 235, Taiwan, ROC e-mail: [email protected] C.-K. Lin H.-M. Chuang Department of Information Management, National Yunlin University of Science and Technlogy, 123, University Road, Section 3, Douliou, Yunlin 64002, Taiwan, ROC e-mail: [email protected] H.-M. Chuang e-mail: [email protected] © Springer Science+Business Media Singapore 2016 J.C. Hung et al. (eds.), Frontier Computing, Lecture Notes in Electrical Engineering 375, DOI 10.1007/978-981-10-0539-8_100
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1 Introduction Information system projects are inherently associated with various types of risks, including those stemming from information technology (IT), human resources, usability, the project team, the project, and organization, as well as strategic and political risks [1]. Cloud CRM applies to any customer relationship management (CRM) technology where the CRM software, CRM tools and the organization’s customer data together reside in the cloud and are delivered to end-users through Internet. In this study, we investigate the dynamic relationships between the project risk, project management, and organizational performance goals of cloud CRM projects. In sum, the research objectives of this study can be listed as follows. (1) Investigating the variables of the effects on cloud CRM project of project risk, project management, and organizational performance. (2) Exploring the relationship among project risk, project management, and organizational performance in cloud CRM project. (3) Establishing and improving cloud CRM projects in terms of risk management, project management and organizational performance mode, and thus make specific reco
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