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1

Culture in Virtual Organization

100%
Lotko A.
Ekonomika i Organizacja Przedsiębiorstwa
|
2007
|
issue 12(695)
19-26
EN
The article presents the essence of organizational culture in the classic E. Schein's approach. Integrating, perceptive, and adaptive functions of organizational culture are discussed further. The significance of each of the mentioned functions for virtual organization is highlighted. Most important features of the virtual organization in the context of culture are set together. Also, the most essential elements of organizational culture in virtual organizations are discussed.
2

The Culture of IT Services

100%
Lotko A.
Zarządzanie Zasobami Ludzkimi
|
2004
|
vol. 4
|
issue 5
7-20
EN
This article is an attempt at responding to the question on the sources of the antagonism that exists on the supplier-customer axis in the case of both in-house IT departments and among outside suppliers of IT services. They are also visible in the realm of human resource management. Selected concepts of organizational culture and service culture are seen as a possible solution for understanding between service suppliers and users.
3

A Qualitative Overview of Information Technology Service. Capability Maturity Model

100%
Lotko A.
Organization and Management
|
2006
|
issue 3(126)
83-96
EN
In the face of informatization of nearly every facet of business, a growing importance and intense development of information technology (IT) infrastructure, assets and services can be observed. IT services use infrastructure and assets in supporting business processes. It should be remembered, that IT is something more than just another business tool. Without a skilful use of IT solutions, many business processes simply cannot be performed. In the article, the importance of implementing model approaches to IT services management is explained. On the canvas of considerations concerning changing paradigms in perceiving informatization, a genesis of model approaches to managing IT services is built. Also, a importance of the quality level changes with time is explained, together with problems concerning the organization maturity assessment. Then, in particular, IT services of the Capability Maturity Model is characterized from the perspective of practical applications. It is a tool offering many benefits for proactive and qualitative understanding of IT services. The structure and content of the model is described. At last - conclusions are listed, including advantages of implementing model approach to IT services management.
4

Customer Contact Center

100%
Lotko A.
Ekonomika i Organizacja Przedsiębiorstwa
|
2006
|
vol. 57
|
issue 1(672)
37-45
EN
The Customer contact center more and more frequently becomes a meaningful tool of relationship marketing. Its task to achieve a high level of customer satisfaction and loyalty is due to application of a particular organizational and technical solutions. The article discusses the results of research showing a subjective character of customer satisfaction correlated with internal measures assessing customer contact center's work
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