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The IUP Journal of Knowledge Management
Focus

In today’s business scenario, relationships cross organizational, industrial and national boundaries. Complex forms of Interorganizational Relationships (IORs) result from various interfirm exchanges like engineering, procurement, finance, development and operations. According to Eisenhardt (1985), Heide (1994), Jap and Anderson (2003), and Luo et al. (2011), the governance mechanisms of IORs guard against hazards of partner opportunism, market uncertainty, goal heterogeneity and contractual incompleteness, which lead to ineffective market transactions. According to Williamson (1975), opportunism is self-interest seeking behavior with motives of insidious cunning, duplicity and dishonesty. Mohammed Amine Balambo, Karim Benjelloun and Abdellah Houssaini, in their paper, “Antecedents and Forms of Opportunism in Interorganizational Relationships: The Moroccan Context”, deal with a total of 13 various forms of opportunism as research proposals. Interviews were conducted in 40 SMEs of Morocco and the variables that influence the manifestation of opportunism were identified. The authors have validated their conceptual research model related to Moroccan IORs. Important observations made from the data analysis include lower risk of opportunism possible among firms which are in close proximity and triggering of social or relational form of opportunism with adoption of trust and commitment.

Several obstacles are possible in organizations with regard to the smooth management of knowledge therein, and these obstacles may result from constraints that may not be noticed by the management. The obstacles relate to technology, content, procedures, organization and personnel. Sidharta Chatterjee, in the paper, “Managing Constraints and Removing Obstacles to Knowledge Management”, investigates the identity of obstacles to learning and knowledge management and the way they can be removed. Three hypotheses are proposed by the author based on general assumptions in this context. The study reports that knowledge managers should act as experts, teachers or executives and monitor, manage and educate the workforce; the constraining factors for knowledge management should be diagnosed, identified and removed.

In the paper, “The Key Competencies of Project Leader Beyond the Essential Technical Capabilities”, the author, Krishnakumar D Pandya, deals with competencies of a project leader for the success of the project. The paper examines the competencies other than technical capabilities desirable in a project leader. The author conducted interviews with experienced senior level corporate managers of MNCs in four areas of projects—engineering, banking and finance, research advisory, and information technology. It is reported that behavioral competencies are very much needed in project leaders for the success of projects due to existence of various constraints related to human and behavioral (soft) issues. The author has come up with three major categories of key competencies of project leader—personal capabilities, interpersonal skills and leading change.

Emotional intelligence in organizational development deals with developing people by understanding and assessing their behaviors, management styles, attitudes, interpersonal skills, and potential. Its application areas include human resources planning, job profiling, recruitment interviewing and selection, management development, customer relations and customer service. Sangeeta Yadav, in her paper, “The Role of Emotional Intelligence in Organization Development”, attempts to understand the emotional intelligence of select superiors in an organization and the opinions of subordinates about their superiors and the way they are perceived by the superiors. The author applies knowledge and feelings on a combined or balanced basis by using a generalized four-step model—Understand, Learn, Assess and Review. Employees, their immediate heads and managers in an organization were contacted and their views on nine different issues were collected. It is found that there is a significant difference between the superior’s views and subordinate’s views. Based on the results, the author has come up with some recommendations.

-- Nasina Jigeesh
Consulting Editor

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Automated Teller Machines (ATMs): The Changing Face of Banking in India

Bank Management
Information and communication technology has changed the way in which banks provide services to its customers. These days the customers are able to perform their routine banking transactions without even entering the bank premises. ATM is one such development in recent years, which provides remote banking services all over the world, including India. This paper analyzes the development of this self-service banking in India based on the secondary data.

The Information and Communication Technology (ICT) is playing a very important role in the progress and advancement in almost all walks of life. The deregulated environment has provided an opportunity to restructure the means and methods of delivery of services in many areas, including the banking sector. The ICT has been a focused issue in the past two decades in Indian banking. In fact, ICTs are enabling the banks to change the way in which they are functioning. Improved customer service has become very important for the very survival and growth of banking sector in the reforms era. The technological advancements, deregulations, and intense competition due to the entry of private sector and foreign banks have altered the face of banking from one of mere intermediation to one of provider of quick, efficient and customer-friendly services. With the introduction and adoption of ICT in the banking sector, the customers are fast moving away from the traditional branch banking system to the convenient and comfort of virtual banking. The most important virtual banking services are phone banking, mobile banking, Internet banking and ATM banking. These electronic channels have enhanced the delivery of banking services accurately and efficiently to the customers. The ATMs are an important part of a bank’s alternative channel to reach the customers, to showcase products and services and to create brand awareness. This is reflected in the increase in the number of ATMs all over the world. ATM is one of the most widely used remote banking services all over the world, including India. This paper analyzes the growth of ATMs of different bank groups in India.
International Scenario

If ATMs are largely available over geographically dispersed areas, the benefit from using an ATM will increase as customers will be able to access their bank accounts from any geographic location. This would imply that the value of an ATM network increases with the number of available ATM locations, and the value of a bank network to a customer will be determined in part by the final network size of the banking system. The statistical information on the growth of branches and ATM network in select countries.

Indian Scenario

The financial services industry in India has witnessed a phenomenal growth, diversification and specialization since the initiation of financial sector reforms in 1991. Greater customer orientation is the only way to retain customer loyalty and withstand competition in the liberalized world. In a market-driven strategy of development, customer preference is of paramount importance in any economy. Gone are the days when customers used to come to the doorsteps of banks. Now the banks are required to chase the customers; only those banks which are customercentric and extremely focused on the needs of their clients can succeed in their business today.

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Knowledge Management