Use this URL to cite or link to this record in EThOS: http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.486300
Title: The management of Intellectual Capital within the Defence Fixed Network Integrated Project Team
Author: Wright, Dave
Awarding Body: West of England University
Current Institution: University of the West of England, Bristol
Date of Award: 2008
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Abstract:
The impetus for this work has evolved from the development of Intellectual Capital (IC) within the Defence Fixed Network (DFN) Integrated Project Team (IPT). Using case study methodology it focuses on an examination of a sample group of DFN desk officers who perform the Customer Relationship Management (CRM) function. The metrics contributing to the DFN IC Model are then contrasted with the results of a benchmark IC study conducted on BT Global services. The purpose of the benchmarking exercise is to determine areas for improvement within the DFN IC Model. The study moves on to describe the commercial and operational context of the DFN IPT and its contracted delivery partner, British Telecom. The relationship between BT and the Ministry of Defence (MOD) is explained and the government's current Public Private Partnerships (PPP) and Private Finance Initiatives (PFI) are discussed. A top level strategic analysis of the DFT IPT, including its immediate operating environment is provided using PEST and SWOT analysis techniques. The study considers the theoretical basis of the literature review and seeks to develop an appropriate IC Model, whilst reviewing its main components. The application of the IC Model to the DFN IPT and BT Global services contexts is also examined. The case study was conducted in two phases. The first phase consisted of the application of the DFN IC Model across a sample of twenty members of the DFN IPT, in order to establish the IC index rating of the organisation. The indices are further developed by the introduction of qualitative data from the subsequent discourse with each of the respondents in support of each of the formal questions. The second phase of the research Model comprised the application of the DFN IC Model to a similar cross section of twenty members of BT Global services, in order to provide a benchmark against which the DFN profile can be further assessed.
Supervisor: Not available Sponsor: Not available
Qualification Name: West of England University, 2008 Qualification Level: Doctoral
EThOS ID: uk.bl.ethos.486300  DOI: Not available
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