Department of Industrial Engineering
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Browsing Department of Industrial Engineering by Author "Erkan, Erman"
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Item MOBILE CUSTOMER RELATIONSHIP MANAGEMENT: A TOOL TO CREATE COMPETITIVE ADVANTAGE WITHIN CONSTRUCTION COMPANIES IN NIGERIA(2017-06-02) Almakura, Faisal Ahmed; Erkan, ErmanThe arrival of IT technology especially in mobile devices has forced most companies to re-think and re-evaluate the way they interact, relate and communicate with their customers. In the early 1990s, many organizations understood that business should be followed with a more customer centric approach using strategies like the Customer Relationship Management (CRM). Nevertheless, the rapid evolution of technology has caused many organizations to find new and alternative ways of managing their relationships with their customers. These new ways have given birth to other approaches like the Mobile Customer Relationship Management (mCRM). This thesis studies why there is no proper implementation of mCRM in construction companies in Nigeria, and the factors that hinder this proper implementation and it puts these factors into ranks using Analytical Hierarchy Process (AHP). The thesis pays close attention to the relationships within the Government-To-Business (G2B) and Business-To-Business (B2B) companies. There are so many contractor companies in Nigeria and there are more that are opening, as Nigeria is a fast developing country, this fact necessitates this study. The study, which is divided with primary goals and secondary goals, was achieved using two different research approaches, the qualitative and the quantitative approaches. The qualitative approach was done by a questionnaire that was answered by two highly qualified participants from two different companies. And the quantitative approach was done also using questionnaires that was answered by 38 qualified participants, and with the data obtained from their answers a Multi Criteria Decision Making (MCDM) technique was applied.Item STRATEGY DETERMINATION OF SMALL AND MEDIUM ENTERPRISES A COMPARISON OF TURKISH AND LIBYAN ENTERPRISES(2022-02-25) Elmabrouk, Walid; Erkan, ErmanThe success and performance of SMEs is known to drive the growth of the economies worldwide, as the majority of the jobs and business volume is attributed small and medium enterprises. Therefore, the continuous establishment, survival and growth of SMEs is considered a key strategy for any economy to stay healthy. In this research, several aspects of SMEs success factors and key performance indicators (KPIs) are studied through the literature review and the case study. A read through the literature contributed into compiling a list of key performance indicators for the success and performance and SMEs. Moreover, an Analytical Hierarchy Process (AHP) method is used in a case study in order to evaluate a strategy for the SMEs success and growth in Turkey and Libya. The KPI’s are used as criteria and sub-criteria for the feedback of the experts from both countries on the most important items to be considered in the SME strategy through a pairwise comparison between them. In Turkey, the results of the study showed innovation as the most important main criteria in SMEs success and growth, while management and human resources, and financial performance are indicated as the most important main criteria for Libya. Furthermore, flexibility in facings risks, R & D focus, and laws and regulation in support of the SMEs, are concluded as the most important sub-criteria for Turkey. Understanding customer and market conditions, knowledge competency, and management strategies are concluded among the most important sub-criteria for SMEs’ success and growth in Libya. Based on the results of the research, recommendations are provided for both case studies in order to empower SME’s development.