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Abstract of the Student #Thesis: Ivan Gradev In this thesis, we will analyze the role of Quality Management Systems (QMS) and Customer Relationship Management (CRM) processes in increasing the effectiveness of project management. The construction of a QMS is based on the international standards of the ISO 9000 series, with ISO 9001 being the most widely implemented. This standard ensures compliance with specific requirements across various stages, including design, development, production, installation, and service. Each organization should select a standard that encompasses all its activities, even if it includes references to activities the company does not perform. For a company to function effectively and efficiently, it must implement and manage multiple interactive activities. An activity that converts input requirements into output requirements is treated as a process. Applying a system of processes within an organization, along with the implementation, interaction, and management of these processes, constitutes a "process-oriented model." The advantage of this model is continuous management achieved by integrating individual processes into a cohesive system, facilitating their combination and interaction. TechMetrics Ltd. has chosen the ISO 9001:2008 standard for implementing its QMS. When implementing such a model, the company must emphasize the importance of: Understanding and meeting requirements Monitoring processes relevant to value creation Obtaining output data as a result of process efficiency Continuously improving processes based on objective measurements After undergoing the required procedures, the company is certified according to ISO 9001:2008 and continues its activities in accordance with established standards. TechMetrics Ltd. has created a Quality Manual, where all company activities and related procedures are described. This thesis will also address the CRM processes implemented in the company and examine how managing these CRM processes through the ISO 9001:2008 standards increases the effectiveness of project management.

Comparative Analysis of Cargo Logistic Firms in Pakistan (Emerging Economy) and Canada (Developed Economy) Abstract of the Student #Thesis: Riffat Faizan This thesis aimed to investigate the interrelated variables of gender diversity, leadership style, top team-task performance, and autonomy in determining the relationship between female representation at the top tier and the overall competitiveness of cargo logistics firms in Canada (a developed economy) and Pakistan (an emerging economy). To achieve both numerical significance and qualitative insights, the researcher focused primarily on literature from the past one and a half decades, reflecting the post-recession shift in paradigms. The major theme of this research centers around the 2008 recession, a period during which the logistics environment underwent drastic operational changes. Consequently, the literature from the last decade forms the core of this study. Addressing the limitations of earlier empirical research, this study adopted a pragmatic approach using a hypothetico-deductive-inductive model. The philosophical stance is realism, with a largely positivist research paradigm. The ontological stance is critical realism, while the epistemological stance is objective. A cross-sectional comparative analysis was conducted using a combination of probability (random stratified) sampling and non-probability (convenience, quota, and snowball) sampling techniques to reach 584 survey respondents and conduct 27 interviews. Quantitative survey results were analyzed using SPSS 23.0, and qualitative aspects were explored through thematic analysis. The results revealed significant correlations between gender diversity and competitiveness (p=0.000 < 0.05), leadership style and competitiveness (p=0.000 < 0.05), and top team-task performance and competitiveness (p=0.001 < 0.05). However, there was no significant relationship between autonomy and competitiveness (p=0.0852 > 0.05). Gender diversity at the top tier accounted for the highest variation (85%) between female representation and competitiveness. Furthermore, Pakistani organizations were found to have higher female representation at the top and better progression opportunities for females than Canadian organizations. This thesis confirms that female representation at the top tier increases firms' overall competitiveness and operational efficiency in contrasting economies. Based on the current findings, recommendations are provided to targeted cargo logistics firms in Canada and Pakistan to enhance their operational efficiency and competitiveness in a volatile and dynamic environment.

Abstract of the Student #Thesis: David Joseph Urban Purpose: The purpose of this research is to contribute to the Leadership and Change Management literature by examining the leader-member communication process for effective change implementation and the improvement of Leader-Member Exchange (LMX) scores. Researchers can use this thesis to gain an overview of Leadership and Change Management principles. Leaders and managers can utilize the findings to assess and enhance their current Leader-Member relationships, applying these insights to influence organizational change based on their specific organizational structures and cultures. Design and Methods: This thesis is based on a review of existing research and the sampling of 120 employees from a Fortune 500 organization to determine their LMX scores and their relationship to organizational change post-merger. Findings: The results of this study propose a hypothesis that describes the relationship between Leader-Member Exchange and member perceptions of change. It highlights the crucial role that LMX plays in a management’s ability to effectively implement and influence change within their teams. The study determined that LMX scores directly impact member perceptions of leadership's influence on change in terms of: Ethical Leadership Trust in Leadership Empowering Leadership Degree of Trust Affecting Ability to Change Previous research suggested that employee resistance to change is a critical obstacle to successful change management. However, the results of this study demonstrate that effective organizational communication and ethical leadership are key elements for successful change management in a for-profit setting. Value: The main contribution of this thesis is the identification of how LMX scores affect leadership’s ability to institute change in a for-profit setting. This research also offers a communication process for leaders and managers to improve the performance of change implementation projects and foster an organizational culture of innovation.

Abstract of the Student #Thesis: Cynthia Médissa KAZE The objective of this study is to investigate the impact of change management on the implementation of Total Quality Management (TQM) at Ecobank Burundi. To achieve this primary objective, three specific objectives were set: (i) to assess the leadership role in adopting the TQM approach at Ecobank; (ii) to analyze the current state of TQM implementation at Ecobank Burundi; and (iii) to determine the effect of change management on TQM implementation at Ecobank Burundi. A qualitative research approach was used, targeting a population of 70 respondents. The demographic analysis revealed that many respondents were skilled, with most holding bachelor's degrees, thereby enhancing the reliability of their responses due to their understanding of the study's subject matter. The hypothesis that there is a significant relationship between change management and TQM implementation at Ecobank Burundi was accepted, with a P-value of 1.00, which is greater than the level of significance (α=0.05). This indicates a significant relationship between change management and TQM implementation at Ecobank Burundi. The study also found that while TQM implementation is not yet fully realized, the process has begun. This progress is attributed to employees' understanding of TQM procedures, the availability of resources, employee participation in handling complaints, and their readiness for change. The study found that leadership positively impacts the TQM implementation process by directing employees, providing necessary tools, and preparing employees for change. This implies that change management significantly affects TQM implementation at Ecobank Burundi, with leaders contributing to creating a favorable environment for organizational change.

Abstract of the Student #Thesis: Antonella Manca Mangoff The last two decades have brought about significant changes that have not only provided numerous opportunities for expanding global businesses but have also introduced immense challenges affecting global management, competency and skill development, human resource management, and educational systems and institutions (Barlett & Ghoshal, 1994). The acceleration of globalization and the increased interdependence of the world's economies, coupled with unprecedented technological advances and other global trends, have directly influenced how businesses operate internationally and how global managers successfully navigate the evolving global landscape (Harvey, Speier, et al., 1999). This study critically examines the roles of global managers in the 21st century and how changes in the international business environment have reshaped their responsibilities and the essential skills and competencies required for success. It also evaluates current methods and programs implemented by global organizations and educational systems to prepare future global executives. Furthermore, it seeks to provide solutions to the critical challenges that pose significant obstacles to the success of 21st-century global managers worldwide.

Abstract of the Student #Thesis: Abdulla Rashed Shafeea In applied sciences, culture is a variable that cannot be easily deliberated upon or generalized across various economies. Culture, in its broadest sense, encompasses language, symbols, religion, arts, and more. Understanding the culture of the Kingdom of Saudi Arabia and its interplay with economic performance, particularly sustainable economic development, is of immense importance. This thesis identifies five cultural traits that have a direct, undesirable effect on the economic sustainability of the kingdom: lack of education and skills, women’s disempowerment, low efficiency, lack of trust and voluntary economic isolation, and lack of innovation. The research explores the cultural roots and sources that perpetuate these traits, examining why these cultural characteristics have remained resilient over time despite societal changes. This thesis provides a detailed listing of these sources, including scriptures, literature, and common wisdom. It hypothesizes how these cultural sources feed into the identified cultural traits and how these traits, in turn, negatively impact the sustainable economic development of Saudi Arabia.

Abstract of the Student #Thesis: TILAHUN TEFERA WORKU Globalization is a major driver affecting nearly every business across the globe. With increased competitive pressure and rapid technological change, globalization has brought continuous changes to the business world. Consequently, small business enterprises (SBEs) in Africa, and particularly in Ethiopia, face more challenges than opportunities as they attempt to enter global markets and become competitive. Small business enterprises play an essential role in the economic development of all countries, especially in developing nations. Similarly, micro and small business enterprises (MSMEs) significantly contribute to the Ethiopian economy. The MSME sector, dominated by small businesses (72.8%), is a key strategy for employment, income generation, and poverty reduction by the Ethiopian government. The effects of globalization on small and medium enterprises (SMEs) have garnered significant attention from academics and practitioners both domestically and internationally due to these contributions. However, SBEs, particularly in developing countries, face increasing competitive pressure fueled by globalization. This pressure has led some SBEs to close down or struggle to succeed, and in some cases, simply to survive. The micro and small business sector in Ethiopia is characterized by a high failure rate and low levels of employment, often managed and operated by owners or families. The objective of this thesis is to explore the effects of globalization on SBEs in Ethiopia, with a particular focus on Addis Ababa, the capital city. Based on the study's findings, the research aims to determine the extent to which globalization benefits and challenges the survival, sustainability, growth, and competitiveness of small business firms in the country. An in-depth literature and theoretical framework review on globalization and its effects on SBEs, both globally and specifically in Ethiopia, was conducted. The study employed a mixed research approach, utilizing qualitative research methodologies to collect data. Primary data sources included questionnaires, in-depth interviews, and focus group discussions. A sample population of 25 small firms was selected using purposive sampling. Questionnaires were distributed to 15 owners/managers, in-depth face-to-face interviews were conducted with 10 respondents, and focus group discussions were held with a selected group of 5 SBEs. The collected data were presented in tables with frequencies and simple percentages and analyzed accordingly. The findings of the study indicate that globalization affects the development, survival, and growth of SBEs in Ethiopia, as it does elsewhere. Ethiopian SBEs are influenced by both internal and external factors, with positive and negative effects. The business structure, capabilities, and culture of small firms significantly contribute to these differentiated effects. The study also revealed that SBEs face challenges from increased competition and technological changes but have opportunities to participate in the open market and learn from global large firms. However, the SBEs lack knowledge, experience, financial and technical resources, and support from technology, policy, and institutional and legal frameworks to fully leverage these opportunities and cope with the challenges of globalization. The globalization performance of developing countries can be measured by their integration into the global economy, ability to supply quality products and services to the international market, flow of foreign capital/finance, trade, appropriate technology, foreign direct investment, and market integration. To address the challenges posed by globalization, the government must develop new policies, institutional and legal frameworks that broaden financial access, remove barriers, and simplify preconditions, requirements, and procedures. Similarly, SBE owners/managers should focus on technological improvements, R&D, human capital development, identifying niche markets, export orientation, and implementing new coping strategies to benefit from globalization's opportunities and ensure their survival and growth.

Abstract of the Student #Thesis: Nisar Ahmed Ansari Curiosity about new developments is a natural human trait, and financial innovation is a field that sparks considerable interest. This research focuses on financial innovation and its practices within business organizations. The adoption of new financial systems, processes, and products is highly desirable for businesses as it offers opportunities to operate more efficiently and effectively. Financial innovation helps establish a superior identity for a business organization, continuously evolving to meet the changing needs and wants of customers. Understanding financial innovation in depth and addressing potential uncertainties is crucial. Awareness and proactive measures can prevent misunderstandings and avoid detrimental outcomes. Through a comprehensive literature review and the use of both qualitative and quantitative data collection methods, processed with statistical tools, this research provides valuable insights and answers to some of the prevalent uncertainties. Business organizations are so keen on financial innovation that they often overlook the potential downsides, focusing instead on making extraordinary efforts to innovate. Companies aiming to maintain or grow their market share must lead in financial innovation. While financial innovation presents challenges, overcoming these challenges can drive growth and development. For profit maximization, excelling in financial innovation is essential. Financial innovation can significantly enhance a business's market image, not only improving the organization but also contributing to the overall economic condition of a country. It enables businesses to stay ahead of competitors and better address present and future challenges. However, the role of government is crucial in directing financial innovation. Proper regulatory systems are necessary to ensure healthy financial innovation and its implementation. Balancing financial innovation with appropriate supervision and regulation is important. Promoting competition is key to fostering more financial innovation. This research has identified several essential issues related to financial innovation and its practices within business organizations. The key findings are examined in detail, connecting research results with existing literature and real-world practices.

Abstract of the Student #Thesis: ROBERTO BELLO Informed by agency theory and stewardship theory, this study theorizes the relationship between managers and customers through the various agentic roles that each party can perform: managers as principals, customers as principals, and managers as stewards. Each agentic role carries specific assumptions about how managers perceive customers and develop their marketing strategies. Interestingly, while marketing strategy literature has evolved the role of the customer from a passive recipient of benefits (relationship marketing and market orientation) to an active participant who contributes to the development and implementation of marketing strategies (service-dominant logic and co-creation), it remains largely silent on the parallel transformation of managers’ roles and perspectives. Therefore, the purpose of this study is to revisit the manager-customer relationship not as a static entity but as a dynamic social phenomenon emerging in the daily lives of managers. Marketing strategies are challenging to implement without a shared (intersubjective) frame of reference regarding the activities and tasks embraced by managers. This study argues for a systematic and in-depth exploration of the agentic role of managers and their assumptions about customers within the manager-customer relationship. It highlights the potential utility of a discourse approach, which systematically analyzes processes and traditions with a focus on control and customer relations, not merely as acceptance or rejection, but as subjective reconstructions of the manager-customer dynamic. Through discourse analysis of in-depth interviews, this study identifies the characteristic navigation of mutually antagonistic discursive manager-customer relationships. It analyzes how these discourses were employed by managers when discussing customers and their roles within the relationship. Two principal, and somewhat overlapping, aims are discussed: first, the study examines the significance of antagonistic discourses for understanding the manager-customer relationship; second, it explores managers’ perceptions of their roles within this relationship and the impact on current marketing paradigms, specifically relationship marketing, market orientation, and service-dominant logic. Ultimately, this study identifies the navigation characteristic of mutually antagonistic discursive manager-customer relationships and analyzes how managers deploy these discourses in discussing their roles and relationships with customers. It also revisits our understanding of current marketing paradigms, specifically relationship marketing, market orientation, and service-dominant logic, in light of this managerial navigation.

Abstract of the Student #Thesis: Mohamed Ahmed Al Lawati Strategic planning has garnered significant attention in the business realm, particularly among researchers who continue to debate the extent of its impact on business success. This study aims to contribute to this ongoing discourse by demonstrating the tangible impact of strategic planning implementation on business success, especially under volatile economic conditions. It seeks to provide concrete evidence rather than merely presenting various viewpoints or statements. Additionally, the study aims to offer a clear picture of strategic planning's role in business development, driving competitiveness, and improving financial performance, benefiting stakeholders, investors, employees, and the broader environment. The study addresses a range of key concepts in business administration, strategic planning, business evaluation mechanisms, and outsourcing. It incorporates international studies in this field, including those examining the impact of financial crises—particularly the global financial crisis of 2008—on company performance. Insights from these studies were crystallized into hypotheses and tested on Omani industrial companies listed on the Muscat Securities Market to assess their applicability to local conditions. Appropriate statistical methods were used to analyze the necessary data. A diverse mix of data was employed in this study, including literature reviews, questionnaires, company visions and missions, and financial statements from the sample companies. Various methods of analysis were utilized to uncover the true role of strategic planning in business performance, helping to adopt new ideas and trends in line with business challenges. The study observed a certain ambiguity in the understanding of strategic planning among administrators at both local and international levels. Nonetheless, this did not prevent companies from applying strategies in various ways. The research demonstrated a significant impact of strategic planning on business performance, aligning with findings from some international studies on the subject. The study yielded fruitful results and made several recommendations to enhance business stability and development. These findings aim to improve the understanding and implementation of strategic planning concepts across different types of businesses.

Abstract of the Student #Thesis: Shanawaz Nizamuddin Khan This study examined the factors related to the successful completion of a project and the role time and cost management plays. The research brought to light the most common factors and illustrated that nearly every factor directly considered time and cost management influenced a project manager and their ability to control time delays and cost overages. The results of this study demonstrate that time and costs are the two most critical factors in bringing a successful completion to a project. The research also demonstrates that the project managers do not fully understand the extent to which they have control or influence over the time and cost elements of a project. The researcher believes this is a factor in the lack of success. With a p value of 0.000 it was clear that time and costs are critical factors that should be considered when evaluating the success of a project. This indicates that an emphasis is needed to address the importance of building these factors into the pre-planning stage with more realistic numbers and dates when working on the estimates.

Abstract of the Student #Thesis: Foad Alatsibi The purpose of this thesis is to enhance the understanding of the effects culture has on negotiations between Israeli and Asian companies. The author utilizes traditional cultural theories to define culture and its impact on both individual behavior and organizational structures. Salacuse's (1998) ten factors, which conceptualize how culture influences various aspects of the negotiation process, are employed to develop proposed negotiation profiles for East Asian and Israeli negotiators. These profiles are based on the discussed theories, specific East Asian cultural characteristics, and various "how-to" literature sources on international negotiations. The second part of the thesis comprises empirical research based on three personal interviews with professionals who have relevant experience. A qualitative research approach was chosen due to the exploratory nature of the research question, focusing on how different cultures affected negotiations in the cases of the three interviewees. The goal of this research is not to develop new factors or generalize findings but to provide a deeper understanding of negotiation as a social interaction across cultures. The research design used Salacuse's framework (1998) as its theoretical foundation, explaining cultural differences and their impact on negotiation styles through ten factors: goal, attitude, personal style, communication, time sensitivity, emotionalism, agreement form, agreement building, team organization, and risk-taking. The results indicate that while increased interaction between Israeli and Asian companies has minimized differences in some factors, other factors still pose significant challenges to successful negotiations with Asian counterparts.