Contents
Chapter 1 Introduction1
1.1 Research Focus4
1.2 Research Domain5
1.3 Research Problems7
1.4 Research Questions10
1.5 Aim and Objectives10
1.6 Methodology12
1.7 Thesis Structure13
1.8 Summary14
Chapter 2 Literature Review16
2.1 The Definition of Information Intensive Organisation17
2.2 Approaches to Modelling information based Activities in IIOs19
2.2.1 The Input-process-output Model19
2.2.2 Process Modelling Methods23
2.2.3 Functional Modelling Methods27
2.3 Business Performance Measurement for Marketing31
2.3.1 Traditional Framework for Marketing Measurement32
2.3.2 Customer Satisfaction36
2.3.3 Activity-based Performance Measurement36
2.3.4 The Performance Measurement Matrix38
2.3.5 SMART Pyramid38
2.3.6 The Results-determinants Framework40
2.3.7 Brown’s Input-process-output-outcome Framework41
2.3.8 Balanced Scorecard44
2.3.9 Comparison of Approaches45
2.4 Organisational Morphology49
2.4.1 Semiotics49
2.4.2 Organisational Semiotics51
2.4.3 Norm Based Activities52
2.4.4 The Health of an Organisation53
2.5 Summary60
Chapter 3 Methodology62
3.1 Types of Research Paradigms63
3.2 Design Science65
3.2.1 Guidelines for Design Science66
3.2.2 General Research Steps for Design Science72
3.3 Approach for This Study73
3.3.1 Awareness of Problem74
3.3.2 Suggestion75
3.3.3 Development75
3.3.4 Evaluation76
3.3.5 Conclusion77
3.4 Data Collection78
3.4.1 Methods78
3.4.2 Target Groups79
3.4.3 Time and Duration79
3.4.4 Methods for Data Analysis80
3.5 Summary80
Chapter 4 Multi-level Framework for Business Performance Measurement83
4.1 Overview of Multi-level Framework86
4.2 Domain Modelling Based on the Proposed Framework88
4.3 Level 1: IPO Model89
4.4 Level 2: DFD Method90
4.4.1 Elements of DFD91
4.4.2 Steps for DFD Method Modelling92
4.4.3 Case Study of CCU MBA Centre93
4.5 Level 3: Organisational Morphology Model100
4.5.1 Organisational Morphology Analysis Table100
4.5.2 The Morphology Element Mapping105
4.5.3 The Informational Activity Effectiveness Chart112
4.6 Summary115
Chapter 5 Application of Morphology Based Organisational Effectiveness Assessment 117
5.1 Data Collection118
5.1.1 Methods for Data Collection119
5.1.2 Data Statistics122
5.1.3 Data Analysis124
5.2 MoBorea for CCU MBA125
5.2.1 Performance Assessment for the First Round126
5.2.2 Performance Assessment for the Second Round137
5.2.3 Results Comparison between Two Rounds147
5.3 Summary152
Chapter 6 Evaluation of MoBorea154
6.1 Evaluation Models155
6.1.1 Group 1: Indicators in Marketing Activities157
6.1.2 Group 2: Intermediate outcomes166
6.1.3 Group 3: Final outcomes167
6.1.4 Group 4: Marketing assets168
6.1.5 Indicators for Evaluation Model169
6.2 Data Collection172
6.2.1 Data for Evaluation Model – First Round173
6.2.2 Data for Evaluation Model - Second Round173
6.3 Analysis of Evaluation Model Results176
6.3.1 Data Analysis for Evaluation Model – First Round176
6.3.2 Data Analysis for Evaluation Model – Second Round180
6.3.3 Overall Marketing Performance Comparison of the Two Seasons183
6.4 Comparison to MoBorea185
6.4.1 Results Comparison of Two Approaches based on Weekly Data - First Round 185
6.4.2 Results Comparison of Two Approaches based on Weekly data – Second Round 186
6.4.3 Results Comparison of Two Approaches Based on Season Time-span187
6.4.4 Conclusion for the Validation of MoBorea188
6.5 The Benefits of MoBorea Compared to the Evaluation Model189
6.6 Summary191
Chapter 7 Case Study: MSU Training Programme193
7.1 Case Background193
7.2 Steps for Analysis195
7.3 IPO Model197
7.4 DFD Method Modelling198
7.5 OM Model200
7.5.1 Data Collection201
7.5.2 The Morphology Element Mapping Analysis202
7.5.3 The Informational Activity Effectiveness Chart Analysis206
7.5.4 Summary of Results for the MSU Training
Programme Case210
7.6 Summary211
Chapter 8 Evaluation of the Research212
8.1 Achievement of Aim and Objectives212
8.1.1 Evaluation b
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