Dr Mel Smith's Outputs (15)

Knowledge retention in ERP implementations: the context of UK SMEs (2019)
Journal Article

© 2019, © 2019 Informa UK Limited, trading as Taylor & Francis Group. Knowledge retention (k-retention) is vital for various enterprise resource planning (ERP) implementations in small and medium-sized enterprises (SMEs), though it is a highly dema... Read More about Knowledge retention in ERP implementations: the context of UK SMEs.

Directing Improvements in Primary Care Patient Experience through Analysis of Service Quality (2018)
Journal Article

© Health Research and Educational Trust Objective: To examine the influence of dimensions of service quality on patient experience of primary care. Data Sources/Study Setting: Data from the national GP Patient Survey in England 2014/15, with response... Read More about Directing Improvements in Primary Care Patient Experience through Analysis of Service Quality.

Knowledge prioritisation for ERP implementation success Perspectives of clients & implementation partners in UK industries (2017)
Journal Article

Purpose - Knowledge management is crucial for enterprise resource planning (ERP) systems implementation in real industrial environments, but this is a highly demanding task. The purpose of this paper is to examine the effectiveness of knowledge ident... Read More about Knowledge prioritisation for ERP implementation success Perspectives of clients & implementation partners in UK industries.

Empirical evidence of an integrative knowledge competence framework for ERP systems implementation in UK industries (2016)
Journal Article

© 2016 Elsevier B.V. Enterprise Resource Planning (ERP) systems can greatly improve business productivity and better serve customers by creating values through integrating business processes and sharing current information. Knowledge Management (KM)... Read More about Empirical evidence of an integrative knowledge competence framework for ERP systems implementation in UK industries.

A new perspective on customer satisfaction and service quality measurement using service-dominant logic (2016)
Presentation / Conference Contribution

Service-based performance measures assess discreet service encounters, rather than value-in-use. However, service-dominant logic suggests a longer term focus is more appropriate, offering businesses the chance to build relationships and customer loya... Read More about A new perspective on customer satisfaction and service quality measurement using service-dominant logic.

The English patient experience: Does healthcare service quality matter? (2015)
Book Chapter

The performance of family doctors has the potential for considerable impact on overall patient care and satisfaction. This chapter focuses on publicly funded GP surgeries in England, considering the impact of performance measurement on patient satisf... Read More about The English patient experience: Does healthcare service quality matter?.

Where can knowledge-based decision support systems go in contemporary business management — A new architecture for the future (2015)
Journal Article

Decision support systems (DSS) are one of the
most widely used management information systems in current
business management. The focus of the paper is on the
knowledge-based decision support systems, namely the KB-DSS,
in support of contemporary... Read More about Where can knowledge-based decision support systems go in contemporary business management — A new architecture for the future.

An ERP knowledge transfer framework for strategic decisions in knowledge management in organization (2014)
Journal Article

Enterprise Resource Planning (ERP) system implementation requires wide range of knowledge from various parties and transferring the right amount of knowledge between individuals during implementation is of paramount importance. Hence, ERP knowledge t... Read More about An ERP knowledge transfer framework for strategic decisions in knowledge management in organization.

Just what the doctor ordered: Measuring service quality in GP practices (2014)
Presentation / Conference Contribution

This paper presents the findings from a research project looking at the measurement of service quality in English GP Surgeries. It uses an expert panel to classify questions from an existing large scale survey into the SERVQUAL dimensions, which are... Read More about Just what the doctor ordered: Measuring service quality in GP practices.

Making connections: A review of supply chain management and sustainability literature (2012)
Journal Article

Purpose: The objective of this paper is to investigate systematically the discipline of supply chain management (SCM) within the context of sustainability. The two concepts are increasingly aligned, and sustainable supply chain management (SSCM) repr... Read More about Making connections: A review of supply chain management and sustainability literature.

State-of-the-art sustainability analysis methodologies for efficient decision support in green production operations (2011)
Journal Article

Over the last three decades, new concepts, strategies, frameworks and systems have been developed to tackle the sustainable development issue. This paper reviews the challenges, perspectives and recent advances in support of sustainable production op... Read More about State-of-the-art sustainability analysis methodologies for efficient decision support in green production operations.

The English patient experience (2011)
Presentation / Conference Contribution

Understanding the interaction between performance measurement, quality of care and patient satisfaction is important in managing healthcare. The family doctor is typically the first point of contact for patients and the gatekeeper for most treatments... Read More about The English patient experience.

Implementing strategically aligned performance measurement in small firms (2006)
Journal Article

This paper investigates the potential for improving the implementation of strategically aligned performance measurement (PM) in smaller firms. It identifies structural and cultural characteristics that typify smaller firms and examines the PM literat... Read More about Implementing strategically aligned performance measurement in small firms.

Improving control through effective performance measurement in SMEs (2001)
Journal Article

Research has demonstrated that the use of performance measures in SMEs (small to medium sized enterprises) is limited. Financial measures, which are required for examination by external stakeholders, are generally well developed. However, operational... Read More about Improving control through effective performance measurement in SMEs.

Theory and practice in SME performance measurement systems (2001)
Journal Article

Describes research undertaken to evaluate the appropriateness of strategic performance measurement (PM) system development processes for small- and medium-sized enterprises (SAIEs). An evaluation is undertaken often PM approaches found in the literat... Read More about Theory and practice in SME performance measurement systems.