Author Ang, Pauline, active 2015, author

Title Control and structure in a professional service firm / Pauline Ang (Universiti Sains Malaysia), A.K Siti-Nabiha (Universiti Sains Malaysia), Lian-Kee Phua (Universiti Sains Malaysia)
Published Bingley, U.K. : Emerald Group Publishing Limited, 2015
Online access available from:
Emerald Emerging Markets    View Resource Record  


Description 1 online resource (6 pages) : 10 illustrations
Series Emerald emerging markets case studies, 2045-0621 ; volume 5, issue 7
Summary This is a case of SmartBay System Integrator (SSI), an IT infrastructure system integrator based in Malaysia, a company that was facing declining profit margins. SSI was reputed to be a well-established locally owned system integrators in the northern region of the country, and the services it provided included building IT systems with high-end servers, networking solutions and software applications. Apart from the urgent need to improve sales, SSI intended to reduce the number of one-off customers and resolve the issue of increasing customer complaints. The complaints given to the company by customers revolved around the sluggish response to customers' requests, including delays in quotations and proposals, constant rescheduling of meeting with customers as well as unfavorable perceptions regarding the competency of SSI engineers. This case requires the analysis of the structure and control systems adopted by SSI to determine whether they are appropriate for the nature of the business and have suitable systems in place to resolve the issue of customer complaints
Notes This case can be used to teach the use of control systems in managing human resource issues in the context of highly specialised technical professionals in small service firms. In addition, the case also illustrates the need to match an appropriate control system to a specific type of organisational structure. In addition, the case can be relied upon to teach the differences between the various types of organisational structures and the different forms of control systems
Teaching notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes
Bibliography Includes index and bibliographical references
Audience Postgraduate Students in Business and Management
Subject Personnel management -- Malaysia
Technology -- Malaysia
Consumer complaints -- Malaysia
Business & Economics -- Human Resources & Personnel Management.
Personnel & human resources management.
Genre/Form Case studies.
Form Electronic book
Author Siti-Nabiha, A.K, author
Phua, Lian-Kee, author