bluuebunny/crossref_metadata_2025 huggingface dataset:
Collaborative Management Development: Sharing a Wealth of
Ideas and Experience
Authors: McConnell Charles
Published: September 2004

A collaborative approach to the development of lower‐level
management skills was devised and put into practice at a teaching
hospital. Beginning as an open forum in which attendees questioned an
instructor, it progressively evolved into a controlled
“free‐for‐all” in which each attendee with something to
contribute was able to “teach” the others. Dealing with one
real‐life problem at a time, the collaborative management development
group entered into a process that eventually provided practical, usable
advice for the participant who posed the problem, and tested solutions
that all attendees could carry away on paper. A useful by‐product of
this activity, when extended over months and years and involving
hundreds of supervisors′ questions and problems, was a meaningful
distribution of the sources or causes of supervisors′ problems
(employees, peers, superiors, etc.). The collaborative management
development approach has enabled a group of working health care
supervisors to tap into the best that each of them can bring to bear on
any given problem.
Team Building in Health Care
Authors: Wayne Boss R.
Published: September 2004

The pressures currently facing US health care organisations,
especially hospitals, in a risk environment are analysed. An important
route to maximising efficiency is identified as improved collaboration
amongst personnel. Team‐building interventions are recommended and the
elements essential to effective team building are listed together with
the benefits that can accrue from such exercises.
Developing People and Organisations in the Third World
Authors: Bakhshi B.K.
Published: September 2004

Focuses on India as an example of Asia in general to emphasise the
importance of the public sector in establishing the infrastructure
necessary to develop the Third World. Argues that the Third World cannot
follow Western or other models to solve its problems. Due to the unique
challenges facing Third World managers, they must be pragmatic, dynamic
and decisive to be successful.
Problems of Management Development in the Indian
Subcontinent
Authors: Iyer S.C.
Published: September 2004

The range of institutions concerned with management development in
India is briefly described, and their activities and effectiveness are
appraised. Problems are also highlighted, including the huge scale of
the (management development) task in India, and the excess of demand
over supply; the incompatibility with Indian culture of Western
management systems and philosophies; the constraining effects on
risk‐taking and innovation of low income levels and high unemployment;
different conceptions of time and efficiency; the concern in India for
“process”, often at the expense of outcomes; conflict
avoidance; resource scarcity; and low trainee motivation. A case study
example of a successful organisation development intervention is
described which demonstrates the effectiveness of action learning as a
management development technique.
Effectiveness of Management Training in Arab Countries
Authors: Atiyyah Hamid S.
Published: September 2004

A review of relevant literature shows that the effectiveness of
management training in Arab countries is generally estimated to be low.
It is argued that improving this effectiveness is impeded by negative
attitudes towards training among Arab managers. While some of these
attitudes are found to have cultural or bureaucratic origins, low
training effectiveness may itself generate and sustain such attitudes.
Some of the factors explaining this low effectiveness are: lack of
rigorous need assessment, deficiencies in programme design and
evaluation, excessive reliance on conventional techniques, inadequate
training materials and the shortage of qualified trainers. Measures to
rectify this situation are also recommended.
Pay for Performance: Implementation of Individual and Group
Plans
Authors: Appelbaum Steven H. , Shapiro Barbara T.
Published: September 2004

A survey of over 1,000 companies conducted in 1990 indicated that
two‐thirds will be giving merit‐only increases in 1991, which was a 60
per cent increase over two years ago. However, a current question: Is
pay for performance used effectively? This article examines both
individual and group incentive plans and explores all key factors
utilised in determining the outcome (implementation) of these plans.
Furthermore, the structure of an effective pay‐for‐performance plan is
outlined in light of the mission, strategy and objectives of the
organisation to determine how rigid or entrepreneurial the design can
be. It was concluded that pay for performance is fundamental for
competitive organisations.
Managing the Global Manager: Predeparture Training and
Development for German Expatriates in China and Brazil
Authors: Domsch M. , Lichtenberger B.
Published: September 2004

While foreign trade and joint ventures between Germany and the
People′s Republic of China and Brazil have grown considerably, many of
the attempts at economic co‐operation have collapsed. One major
explanation can be attributed to cultural differences between German
expatriate managers and their local subordinates. Therefore predeparture
training and development becomes more significant. This study
investigates the extent and significance of predeparture training and
development for expatriates in China and Brazil in German companies.
When, how often and which strategies are used to prepare the expatriate
for his/her assignment in an effective and efficient way? It raises some
important questions on the appropriate strategy in international human
resource management.
Management Development Programmes for the Asia Pacific
Region Maritime Industry: The Singapore Port Institute
Authors: Cameron Williams E.
Published: September 2004

The Singapore Port Institute (SPI), the training and development
arm of the Port of Singapore Authority, offers management development
programmes tailored to needs of regional maritime‐industry entities,
public and private. This article describes the genesis of the Institute
and the development of one such programme, indicative of the management
development niche which the SPI seeks to fill.
A Global Management Development Laboratory for a Global
World
Authors: Keys Bernard , Wells Robert
Published: September 2004

Previews the characteristics of the global markets rapidly
developing throughout the world and highlights development approaches
that can respond to the need for global managers. Also reviews a new
edition of the Multinational Management Game, a possible approach to
training global managers.
Company‐based Projects: Using Action Learning to Develop
Consultancy Skills
Authors: Smith David J.
Published: September 2004

Most Master′s Degrees in Management include a research project. A
dissertation is normally required which sets the managerial problem
under investigation within the context of the subject and explores
possible wider implications. However in manufacturing industry,
management consultants are increasingly being used to solve problems and
act as change agents. Describes a major course exercise that focuses
specifically on consultancy and managerial problem solving. The exercise
is unusual in that it is company‐based and relies heavily on action
learning. Since the course participants are practising managers, the
exercise represents a major piece of management development.
The Reflective Practitioner: A Case Study
Authors: Bunning C.R.
Published: September 2004

Presents the author′s academic experiences at the Bachelor′s and
Master′s Degree levels (in Business Studies and Organizational Analysis
and Development, respectively) and reflects upon the effect of those
experiences on subsequent professional practice within the framework of
Kolb′s Learning Cycle (1984) and Schon′s notion of the reflective
practitioner (1983). The author′s principal learning is that process
skills tended to be more enduring than mere content knowledge but that
the important determinant of effectiveness of process skills is the
nature of the paradigm from which they were derived. Quantitative skills
based on a deterministic view of the world proved to be not used in
professional practice, whereas organizational diagnostic skills,
predicated as a belief that human nature and organizations are
probabilistic, indeterminant worlds of multiple, interacting variables,
proved much more useful and enduring. Rather than an expert relationship
with a client, a collaborative partnership approach, now referred to as
“Emancipatory Action Research”, was seen as more appropriate
and useful over the years.
Developing Competent Directors and Effective Boards
Authors: Coulson‐Thomas Colin
Published: September 2004

Examines the disturbing facts as revealed by a programme of studies
of directors and boards. Directorial qualities and competences are
distinct from the skills that are sought in managers. Nine out of ten
directors received no formal preparation for their boardroom
appointments; there is little consensus concerning the contribution
expected from members of boards; only one in eight boards operates any
form of periodic and formal appraisal of personal effectiveness in the
boardroom; and three‐quarters of chairmen believe the effectiveness of
their companies′ boards could be improved. Examines the role of the
board, what makes a “good” director, and what should be done
to improve the competence of company directors and the effectiveness of
boards. Argues that the distinction between direction and management
needs to be better understood, and that the chairman should take
responsibility for director competence and board effectiveness. All
directors should be made aware of their duties and responsibilities, and
the boardroom contributions of individual directors should be assessed
annually by the chairman. The board should examine its own effectiveness
at least once a year.
Assessing the Appropriateness of Self‐managed Learning
Authors: Abbott Jarold , Dahmus Sue
Published: September 2004

Examines the use of Guglielmino′s Self‐directed Learning Readiness
Scale (SDLRS) by two major corporations to assess the appropriateness of
self‐managed learning systems for a given population of employees.
Provides a recommendation for an improved methodology for companies
which are considering self‐managed learning systems.
Realizing the ″Potential″ of ″High‐Potential″ Management
Development Programmes
Authors: Harris Stanley G. , Feild Hubert S.
Published: September 2004

Despite their fairly widespread use among large companies, little
information is available to those interested in designing, managing, or
evaluating high‐potential (fast‐track) management development
programmes. In an attempt to fill this void, three sources of programme
ineffectiveness are examined: participants′ dissatisfaction, the
negative attitudes of non‐participants, and cultural misfit. Also
examines ten ineffectiveness‐avoiding lessons for programme design and
implementation learned during an in‐depth assessment of one company′s
formalized, entry‐level high‐potential management development programme
The Challenge of Management Development in North America in
the 1990s
Authors: Heisler W.J. , Benham Philip O.
Published: September 2004

Proposes a broader framework for management development which
includes education, training and planned job assignments. Within this
framework, the major challenges confronting management development in
the 1990s are seen as: linking development efforts to the organization′s
strategic plan: utilizing job assignments more effectively to build
management skills; improving the transferability of training and
educational experiences to the job, and developing more collaborative
business‐university relationships (e.g. consortia) to meet the
development needs of specific industries and organizations better.
The Challenge of Management Development in South Africa: So
Little Time and So Much to Do
Authors: Templer Andrew , Beaty David , Hofmeyr Karl
Published: September 2004

Seeks to provide understanding of the challenges facing management
development in South Africa in the next decade: a desperate shortage of
managerial skills; a particular need for trained Black managers to fill
the opportunities that are opening up. Describes management development
techniques and programmes offered in South Africa, and the kinds of
institutions and organizations that offer them. Suggests that, despite
the need, surprisingly little Black management development has been
accomplished, and what has been done has often not addressed the
marginal position in which many Black managers find themselves, nor used
effective techniques which adequately match local culture. Draws on the
authors′ research, and personal work experience in South Africa, for
recommendations for improving South African management development
programmes in the 1990s.
Developing the PRC′s Managers: How Can Western Experts Become More Helpful?
Authors: Bu Nailin , Mitchell Vance F.
Published: September 2004

Introduces a heuristic framework to help westerners compare and contrast management in the People′s Republic of China (PRC) with the West. Western educators and consultants participating in management development programmes in the PRC have reported difficulties in understanding the realities of managing in the PRC, encouraging trainee participation, organizing effective group discussion among trainees, joining efforts with PRC faculty, and overcoming frustration caused by inefficient administrative support. Explores the causes for these difficulties by examining the differences between the PRC and the West in terms of pedagogy, classroom culture, attitudes towards foreigners, and research orientation. Offers examples and recommendations to westerners who hope to contribute more effectively to the PRC′s management development.
Management Development in the Nanyang Chinese Societies of South‐east Asia
Authors: Kirkbride Paul S. , Tang Sara F.Y.
Published: September 2004

Seeks to trace the distinctive contours of the processes of entrepreneurial and managerial development among the culturally similar Overseas (Nanyang) Chinese populations of South‐east Asia. Identifies both the indigenous form of entrepreneurial development found in small Chinese businesses and the cultural barriers to the transfer of standard western management development processes to larger organizations in the region. Concludes by offering advice on how to tailor management development programmes successfully for use in the region.
Management Development in the Pacific during the 1990s: How
to Survive with Coconuts
Authors: Traynor William J. , Watts William R.
Published: September 2004

Management development programmes (MDPs) are crucial to developing
Pacific island countries. Programme designers must understand the region
which comprises thousands of islands spread many miles apart. These
countries are influenced by their history of colonial occupation and
protection by the British, Germans and Americans. Fiji is unique, being
an independent republic and the largest, wealthiest and most influential
South Pacific country. Native languages are many, but English is
commonly used throughout for government and business – except in
French Polynesia. The native population is mainly Polynesian and
Melanesian, with a significant minority being Micronesian. Each society
has distinct customs, languages and behaviours modified by its national
affiliation and geographical location. Early MDPs were modelled on
western practices. In the 1990s, MDPs conform to the objectives of
aid‐granting agencies, their content is oriented towards practical
application of management skills, and instruction is conducted observing
cultural behaviours and norms
Learning to Manage Strategically: Prescription for a
Changing World?
Authors: Hinton Roy W. , Londo Elizabeth
Published: September 2004

Intent is to provide a set of practices for effective design of
strategic management education programmes and a set of implementing
procedures. Distinguishes the strategic manager as a designer of future
conditions from an operating manager as an interpreter of events.
Discusses rapid obsolescence of managerial competence – especially
through confusion, blindness and bias. Emphasizes the need to anticipate
change and to design programmes that are lean and focused on
organization‐specific declarations of the new reality it must create.
This generates new standards of performance. Presents a case study in
establishing this approach (and conditions for effective learning) in a
major insurance company.
Networking in the Mid‐1990s
Authors: Yarnell Deborah A. , Peterson Mark F.
Published: September 2004

Examines the use of interorganizational networking as a way for
traditionally bureaucratic organizations to become more innovative.
Cites examples of networking from manufacturing and the service sector
to illustrate the adaptability and flexibility of this form of
organization. Examines the pros and cons, thus revealing that networking
is a viable option for contemporary organizations, forced by increased
competition, changing market conditions, and rapid technological
advances, to restructure in an attempt to meet the challenges posed by a
rapidly changing external environment. Recognizes the importance of
thinking about organizing from an open systems perspective. Concludes
that networking is appropriate for a variety of organizations and may be
modified to meet individual circumstances. Networking can be achieved
locally, nationally, or internationally. Networking also can serve as a
transitional stage to help organizations to become leaner, more
innovative and responsive in order to meet today′s organizational
challenge to change.
Career Planning and Development for Hong Kong Managers
Authors: Chow Irene H.S. , Chua Bee‐Leng
Published: September 2004

Focuses on the managers′ external career patterns; internal career
beliefs about career goals, career tactics, career plans, satisfaction
and motivation related to careers, and organizational practices which
influence the careers of these managers. Also important is the political
and economic climate affecting their career decisions beyond 1997.
Includes as key findings a perceived lack of formal human resource
planning in the companies, except the Government. Also present was the
lack of consideration given to career planning among these managers.
Suggests that companies in Hong Kong can do more for their managers in
facilitating their career development. Managers should in turn be more
proactive in managing their career growth.
The Tools of Anticipatory Learning
Authors: Fulmer Robert M.
Published: September 2004

Describes the techniques of customer surveys, derived forecasts,
causal models, time series analysis, Delphi forecasting, scenario
analysis, content analysis, impact analysis, groupware, and micro
world/computer simulations.
Twenty Tips for Developing 20/20 Vision for Businesses
Authors: Davis Stan
Published: September 2004

Describes the author′s concept of 20/20 vision in business and the
practice of “20/20 Realities” as a means of anticipating
coming changes in the information economy.
Organising for Change in Academic Libraries: Context and
Strategy
Authors: Thompson James
Published: September 2004

The post‐war agents for change in British university libraries are
reviewed, and their effects on university librarianship discussed.
Declining funds and the impact of automation are discussed in relation
to the range of tasks of a university library, and the impact of and
opportunities arising from change in relation to staff are considered.
Evaluation of a Polytechnic Library Service in a Developing
Country: The Case of the Federal Polytechnic Library in Bauchi State,
Nigeria
Authors: Onwubiko M.C.
Published: September 2004

The resources and services of the Federal Polytechnic Library,
Bauchi, are evaluated with a view to understanding better the problems
of polytechnic libraries in a developing country like Nigeria. A brief
historical background of the polytechnic is given. An analysis of a
questionnaire administered to library users is presented and
recommendations made for improvement of both resources and services of
the Federal Polytechnic Library.
Services to an Educational Research Network in Tanzania
Authors: Puja Grace K.
Published: September 2004

The services that a university library, such as that of the
University of Dar es Salaam can offer to an educational research network
in East Africa are discussed. The background to an educational research
network is outlined and services currently offered by the library
relevant to this network are explained. The development of further
services specifically for the educational research network in Tanzania
is also discussed.
Change and Opposition in the 1980s: The UK Government′s
Proposals for the Public Library Service
Authors: Prichard R.J.
Published: September 2004

The closing years of the last decade saw the United Kingdom
government trying to implement changes which could drastically alter the
concept of the public library service in this country. These
developments provoked a nationwide reaction from both librarians and the
public which was expressed in the national and local press as well as in
the anticipated professional sources. In the event the measures taken
were not as draconian as feared, but the threat to the public library
service remains. These events are chronicled and illustrated.
The BookshelF Thesaurus: Treasure or Trauma?
Authors: Wilson Ruth
Published: September 2004

The thesaurus module of the BookshelF automated system is described
briefly. The results are reported of a research survey into the
operation of this module. A questionnaire returned by 23 institutions
was analysed. Three broad areas of operation are discussed: use of the
thesaurus, practices relating to term selection and the value and
problems of the module. The results indicate a variety of approaches to
using a thesaurus and outline common problems encountered and possible
solutions. It is concluded that the module is not being fully utilised
or problems satisfactorily resolved.
Paradise Lost? The Retreat from Reference
Authors: Duckett Bob
Published: September 2004

The role of the public reference library today is unclear. As a
result there is a loss of purpose, staff are confused and collections
are being weakened or broken up. Examines the history of the large urban
reference libraries and the aims and motivations of their protagonists
and early librarians. Concludes that many of these aims are still valid.
The decline of the reference library coincides with the rise of
information science, new service philosophies, and the weakening of
public access to our printed heritage. Argues that there is a need to
develop regional book and information centres, a need therefore for
regional reference libraries.
Keeping Multiculturalism on the Agenda: Strategies for
Action in Public Libraries
Authors: Kendall Margaret
Published: September 2004

Discusses nine areas for action in relation to improving services
in libraries to ethnic minorities and heightening multiculturalism in
libraries. Reviews the literature relating to these areas and considers
some of the issues involved in implementing changes. Looks at some of
the areas in which race relations can be improved through better
organization of the various stock arrangements of reading matter and the
employment of local ethnic/black librarian staff in front line
positions.
British Library′s Year of Discontent
Authors: Day Alan
Published: September 2004

Reviews the events of the last 12 months concerning the British
Library and its move to St Pancras. Considers two official reports which
comment adversely on the management and planning of the new building.
Discusses the pressures from readers′ groups to retain the Round Reading
Room, and notes fears that the computerized retrieval and delivery
systems at St Pancras are untried and will prove inadequate.
User Preferences for Indexes in Philosophical Books: A Survey
Authors: Ramesh Babu B.
Published: September 2004

Discusses a questionnaire survey of philosophy scholars to indicate preferences concerning indexes in philosophy books. Discusses the diverse opinions gathered and analyses the results. Considers aspects of indexes such as external guidances, scope and coverage, types and sequences, compilers, typography, etc. Suggestions arising are the basis for proposals for the improvement of indexes in philosophy books.
Quality Assurance of Health Care: The Case of Hernia Mortality
Authors: Angelus T. , Kecskemeti M. , Arato G.
Published: September 2004

The mortality rate attributed to hernias in 24 European countries in the last decades are analysed in the interest of quality assurance in health care. Ranking countries according to the mortality rate and to the distribution of deaths by age groups gives an acceptable and appropriate method for the assessment of both the health situation and the health services in different countries.
A Consumer Survey of two Psychiatric Day Hospitals
Authors: Rothwell Neil , Lorimer Debra , McKechnie Alasdair A.
Published: September 2004

The survey asked attenders at two day hospitals to rate how helpful they found different components of their therapeutic programme. One of the day hospitals was established for short‐term attendance, the other provided rehabilitation and support for long‐term attenders, who tended to be male and psychotic. The results revealed that the short‐term unit attenders rated talking to nurses as more helpful than any other activity, whilst long‐term users, in contrast, valued vocational placements and material resources. The survey was subsequently re‐administered in one unit and the results were shown to be statistically reliable. The findings are discussed with reference to how they have been used so far to improve the service in one of the day hospitals. It is concluded that the views of day attenders are an important factor in developing a quality community mental health service.
Scandinavian Model Health Care Programmes ‐ A Cousin of Quality Assurance
Authors: Vuori Hannu
Published: September 2004

To what extent can medical care be standardised for certain treatments? It is argued that it can and should be, with illustrations of some model health care programmes in Scandinavia. In this way, the patient can be assured of receiving the same standard of treatment throughout the health system which makes such standardisation very close to the principle of quality assurance.
Action Learning for Quality Assurance ‐ A Diary: Part 2
Authors: Griffiths Wynn , Gourlay Robin
Published: September 2004

The early struggles of a multidisciplinary group in developing guidelines for a District Health Authority are described.
The Perils of Writing Wrongs
Authors: Kaufman Arthur
Published: September 2004

The author proves that authors and potential authors can encounter many reactions to their work; but the value in writing is having to think before putting pen to paper.
The Use of Quality Circles in a Health Care Environment
Authors: Lees J. , Dale B.G.
Published: September 2004

As part of a research project, funded by the Manpower Services Commission, which examined how quality circles have developed within different types of environments, a study has been carried out in a health authority. The main findings of this study are reported. There is little doubt that circles have proved effective as a means of improving service quality, communication and staff morale. They have also helped to promote a multi‐disciplinary approach to health care. The point is also made that the implementation of circles in two different types of hospital resulted in very different approaches to circles being taken at each location. The health authority in question has also moulded the circle philosophy to suit its own particular organisational culture. The programme has not been without its problems ‐ caused primarily by lack of training, careless implementation and the absence of a circle steering committee. Another problem encountered was nurse management scepticism of the circle concept. However, many of these early teething troubles were a result of the organisation being the first UK health authority to implement a circle programme. Consequently, it had no model from which to learn and compare operating experiences.
Perinatal Mortality ‐ Report on a Research Study
Authors: Robinson Jane
Published: September 2004

The findings from a case‐control study of perinatal deaths occurring within a health authority during 1982 are described. No clear‐cut picture between cases and controls emerged for a range of social, maternal and access to service variables. The tentative findings suggested that, once mothers were in the health care system, differences in medical practice and attitudes might be related to perinatal outcome. Participant observation led to the identification of problems in communication between the mothers and some members of medical staff. This led to “victim‐blaming” and to mothers′ anxieties not being taken seriously, sometimes with serious consequences. It is suggested that “victim‐blaming” behaviour has its roots in the deep and long‐term processes of medical socialisation. How the range of explanations for inequalities in health, set out in the Black Report, may be implicitly adopted in inconsistent ways in the delivery of health care to this particular group, is illustrated.
Quality Assurance Programme in a Community Dental Service
Authors: Aukett Jim , Bennett Jennifer , Stevens Geoff
Published: September 2004

A quality assurance programme was introduced to the Community Dentistry Department in 1985 as part of a district‐wide quality assurance initiative. The planning and introduction of the programme are described, as well as the development of appropriate standards and the mechanism of voluntary peer review which have evolved, the amount of time which has been needed to establish these programmes is indicated. Several figures, checklists and tables are presented which may be helpful to managers as a starting point, to enable their staff to consider the issues involved in introducing, implementing and monitoring a quality assurance programme in community dentistry services.
Participation in Standard Setting: Planning a Programme of Change
Authors: Sale Diana
Published: September 2004

Considerable interest has been aroused concerning the West Dorset Health Authority′s approach to the setting of standards. There is a great deal of commitment both to the process and to the standards themselves. Setting standards involves not only the nursing staff but includes many other clinical and non‐clinical disciplines. Medical staff are becoming involved contributing to the process in their domains and those of others. The article has been written in response to many requests for information about the process. For those who want to try it out under guidance, a series of short seminars is being arranged in conjunction with Mercia Publications who are based on the Science Park at the University of Keele.
Total Quality Management
Authors: Morris Barbara
Published: September 2004

Quality has to be managed; it does not just happen because people believe it is a good thing. The nature of total quality managment is explained and the importance of interface relationships necessary if the “quality chain” is not to be broken are emphasised.
Quality Assurance of Medical Devices ‐ the Nordic Approach
Authors: Kolstad Arnulf
Published: September 2004

In 1983, the Nordic countries took the first steps towards standardising the quality assurance system for sterile single‐use medical devices. Today, the Nordic authorities have agreed on the same quality assurance procedures for these products and the system is expanding to other groups of medical devices. The approach taken to assure the quality of medical devices is described and the value of standardisation, the use of pre‐market regulations and post‐market control is discussed, together with the concept of good manufacturing practice (GMP).
Managing for Excellence in Hospital Institutions
Authors: Newcomb Karen A. , Kleiner Brian H.
Published: September 2004

Recent financial pressures in the hospital industry have led to an extreme cost‐consciousness for both hospitals and patients. Growing competition and consumerism have forced hospitals to renovate their organisational structures and cultures, devise strategic plans, and implement marketing plans. Hospitals now walk a tight‐rope between cost containment and health care quality. Two fundamental areas that hospitals should consider in order to build and maintain a loyal customer base are a customer‐oriented philosophy and a better utilisation of the workforce.
Quality Assurance in Mental Health Services
Authors: Plaster Chris
Published: September 2004

This article is a report of a symposium on quality assurance in mental health services which took place on 10 March 1989 at Tone Vale Hospital, Taunton.
Customer Satisfaction and Resource Productivity in Health Care
Authors: Morris Barbara
Published: September 2004

An examination is conducted of customer dependency followed by an analysis of what can create customer satisfaction. The problems caused for enhancing productivity are then explored in terms of customisation and standardisation, resulting in conclusions about system design to deliver both customer satisfaction and productivity.
Health Service Management: An Introductory Overview of Canada and the UK
Authors: Kiely Julia , Blyton Paul
Published: September 2004

An overview of the health care systems in the UK and Canada is given, introducing the special series of articles comparing the two countries′ approaches.
Decision Making in Hospitals: A Canadian Study
Authors: Dastmalchian Ali , Tervo Raymond
Published: September 2004

The findings of a study of organisational structure and decision making are outlined. The study was conducted in Saskatchewan and indicates the extent of decentralisation and the participation of employees, including doctors.
Patient Satisfaction Monitoring within a Comprehensive Quality Management System
Authors: Rice James A. , Wegmiller Donald C. , Laskow Lynda T.
Published: September 2004

The areas of patient care and satisfaction are focused on. A patient satisfaction monitoring and management programme is described within a multi‐hospital system in North Central United States. The programme was set up as the core of a comprehensive system for continuous quality improvement at all levels in the organisation. The concept of patient satisfaction management is defined; the dimensions of clinical and patient satisfaction are balanced; the critical success factors are assessed, and the future challenges of broadening the programme into a system of continuous quality improvement are summarised.
Standards in Long‐term Care Facilities
Authors: Fleishman Rachel , Tomer Adrian , Schwartz Robert
Published: September 2004

Attention has been increasingly devoted to the development of methods for assessing the quality of care in long‐term care (LTC) facilities, especially for government surveillance. A study is described which used the tracer method to provide data on the quality of care in Israeli LTC institutions. Advantages of the tracer method include its incorporation of structural, process and outcome measures and its focus on a number of representative tracer conditions. The study tested the ability of the tracer method to provide data on the quality of care, and facilitated adoption of this methodology by the government for their annual inspections.
Quality Assurance: Implementation in Nursing Practice
Authors: Milne Derek , Drummond Bob
Published: September 2004

Ten psychiatric day hospitals for elderly people were surveyed in the UK′s northern region to try and establish the extent to which nurses were implementing quality assurance procedures. Based on a structured interview the results indicated that there was considerable implementation and success, including ready access to day services and high acceptability and effectiveness. Relatively little progress has been made in terms of evaluation, staff training and support. In general it is concluded that this small sample of psychiatric nurses has developed good practices in parallel with QA, rather than being guided or supported by the QA initiative. Implications are drawn for a more integrated approach to QA.
Introducing Quality Management in the NHS
Authors: Morgan John , Everett Trish
Published: September 2004

An approach based on a training and development package for the implementation of a quality assurance programme is described. The problems of implementation are analysed and conclusions drawn.
Quality Specifications and Contract Monitoring
Authors: Carroll Geoffrey D. , Lavender Judy
Published: September 2004

Quality Specifications are a key component of NHS contracts between district health authorities and hospitals/services providing care. The perspective and methods of the Essex Quality Assurance Working Group are described, with emphasis on development of a framework within contracts to achieve high quality, appropriate, cost‐effective and consumer‐sensitive services. The objectives, structure and content of a range of quality specifications for services are discussed.
Setting Quality Objectives for Estate Management Services in the NHS
Authors: Tanner Roger
Published: September 2004

The application of quality objectives to one of the three main NHS resources ‐ the estate ‐ is discussed. The relevance and outcome of quality systems for strategic planning and estate information are defined. Formal quality auditing, BS5750 and option appraisal techniques in estate investment lead to the estate providing maximum quality benefit for patients.
Action on Audit
Authors: Davison Alan J.
Published: September 2004

The introduction of medical and cinical audit is outlined following a successful conference in London (June 1990). Audit, its organisation, method, information requirements and cost are discussed.
Clinical Audit in General Surgery
Authors: Jones Stephen M.
Published: September 2004

Clinical audit in general surgery has been characterised by the early use of information technology to assist in the gathering of useful clinical data. Such an approach allows the study of accurate information on workload patterns and complication rates to influence the direction which audit takes and to direct the enthusiasm of the group towards locally relevant factors, modification of which can yield early benefits to patients. Audit of general surgery should cover a broad view of all aspects of the provision of surgical care, because deficiencies in the service affect access to care, the process and outcome of care as well as the need for more effective use of limited resources. The benefits to the patient of clinical audit and its inherent educational value are already apparent.
Quality and General Management 1983‐1988
Authors: Pollitt C. , Harrison S. , Hunter D.J. , Marnoch G.
Published: September 2004

A summary of the project examining the impact of general management on the NHS, based on field work in England and Scotland between 1986‐1989. Implications of further change and clinical audit are discussed.
Quality Assurance ‐ Choice for the Individual
Authors: Carruthers Ian , Holland Patsy
Published: September 2004

The article discusses the use of a systematic approach to quality as an essential prerequisite for any health authority′s purchases of health care for its resident population, and also outlines the West Dorset philosophy, describing the implementation of a quality assurance programme under the following headings: Standards Definition; Auditing and Monitoring Standards Service Review and Improved Resource Use; Customer Care; Outcomes of Care; and Organisational Audit and Accreditation. It summarises two recent and ongoing initiatives, “Seeking Consumer Views” and “Asking GPs about Strengths and Weaknesses of Local Health Services”.
Quality in Health Care: Application of the ISO 9000 Standard
Authors: McCarthy Justin , Hicks Bryan
Published: September 2004

The applicability of ISO 9000 as a quality system for part of a medical physics and bioengineering service is discussed. Its link with concepts of total quality are considered. Prerequisites for implementing such a system are top management commitment and staff awareness of its value.
Decreasing Oral Surgery Waiting Lists: Using Day Beds
Authors: McAleer Eddie , Moore Anne
Published: September 2004

A reduction in waiting lists for in‐patient oral surgery together with an improved service for minor procedures by the use of a day‐bed facility is the proposed solution to the problem studied. The approach used relies on adopting a production/operations management (POM) viewpoint combined with an interfacing methodology based on that of the soft systems school.
Quality Assurance and the Logic of Evaluation
Authors: Gareth Hill Robert
Published: September 2004

The question as to why it is necessary to evaluate an essentially evaluative exercise ‐ namely quality assurance ‐ is first examined. It is claimed that because quality assurance is not merely an assessment of health services but a strategic intervention into patient care and/or health care services there is a requirement to verify and monitor the type of quality assurance system being used. Such a requirement can be legitimised either on ethical grounds or on pragmatic grounds. The former position suggests that it is in fact wrong to employ systems whose efficacy and rigour is unproven and unmonitored while the latter position suggests that the potential fallout from a quality assurance programme that fails is of such magnitude that some form of evaluation ought to be undertaken as a matter of course. There follows an examination of some areas that one may want to consider in such an evaluation. These are based on the tripartite split of the elements of quality assurance found in Donabedian′s early work. Finally the question as to the relative merits of an evaluation contained within the quality assurance programme itself and one external to it is addressed.
First Steps in Quality Assurance in Preventive Health Care
Authors: Donnelly R.D. , Breen D.
Published: September 2004

The study of health and lifestyles was undertaken by Dumfries and Galloway Health Board, by means of a postal questionnaire. The results showed a change to a healthier way of life generally, although this can be widely different between socioeconomic groups.
Diagnosing the Organisation: One Health Authority′s Experience of Total Quality Management
Authors: Jones Trevor , Macilwaine Helen
Published: September 2004

Total Quality Management is becoming widely known in health care organisations, and one health authority′s methods of setting up such a scheme is explored. All departments and units were canvassed by letter to contribute ideas and suggestions, and subsequently programmes and agendas were established to implement these.
Total Quality Management ‐ ″Getting Started″
Authors: Kelly Patrick J. , Swift Richard S.
Published: September 2004

A description of the methods to institute a Total Quality Programme by establishing a management process to recognise the needs of customers/ patients. Also the shaping or re‐shaping of the provision of services which would be more convenient and attractive for customer/patients is considered.
HMOs and New Techniques for Managing Health Care
Authors: Burke Alan , Kleiner Brian H.
Published: September 2004

The American health care system continues to be one of the nation′s greatest concerns. Expenditure on the system is rocketing because of new methods of delivering care plus the costs of new technology and so new methods must be found to make the system more cost effective and efficient.
A Quality Service for Children in the Out‐patient Setting
Authors: Stower Sharon
Published: September 2004

The development of a paediatric out‐patient department of high quality is described. Key components include its philosophy and aims, a “children′s charter”, a family‐centred approach to care, a “continuum of care” and “uncongested flow‐through” of families. The role of the nurse as leader and practitioner is outlined.
Information Technology Quality Assurance is Increasingly Vital in Health Care
Authors: Harrison Peter
Published: September 2004

The costs associated with poor quality and the key principles involved in assuring the quality of IT‐related activities are shown. It is argued that the continual refinement of quality criteria between purchaser and provider is the key catalyst for optimising the IT life‐cycle process.
Into Battle with Total Quality Management
Authors: Casey John
Published: September 2004

Total quality management is the systematic way of improving quality while containing costs. In the elderly care unit at a hospital, a framework for TQM was installed using the patient trail to understand processes of care delivery, and basing its foundations on the principles of putting patients first, getting the service right first time, meeting and exceeding needs, reducing the costs of poor quality and empowering staff. Identifies operational problems following staff interview, analysed into quality indicators; quality costs in terms of time and materials; and likely locally grown solutions. Using the tools of patient information, improving the environment, communication, training, standard setting, monitoring and auditing, quality improvement teams, patient feedback and quality costing, a clinical management group is ideally poised to enjoy the benefits of total quality management.
Library and Information Services to the Black Community
Authors: Thompson Verena
Published: September 2004

Looks at the effects reduction in Local Government spending has had
on race initiatives in the multi‐racial library service. Notes that
multi racial librarians will be required to work two days a week at
designated service points therefore diluting the service they provide.
Concludes that a service for black and ethnic minority communities may
be forced to depend on income from the very communities it was created
to serve.
A Class and its Culture: A Special Library in the Ruhr
Authors: Noltenius Rainer
Published: September 2004

Describes the history and work of the Fritz Hoser Institute based
in Dortmund for the study of German and foreign working class
literature. Notes that its work centres on its library and archive
collections and the exploration of working class culture of the
German‐speaking countries. Concludes that it is not expected that a
special library and archive with no loan facilities will be used by a
great number of workers and employees and they see it as their duty to
mount travelling exhibitions of some of the material in the collection.
ASSIA: A Valuable Source of Reference or an Expensive and
Unwieldy Irrelevancy?
Authors: Fenerty Victoria
Published: September 2004

Describes the aims and work of the Applied Social Science Index and
Abstracts (ASSIA) as providing a clear path to information for most
research questions in social sciences in a clear and user‐friendly
format. Discusses the chain indexing method used and the use of CD‐ROM.
Concludes that ASSIA deserves the recognition and praise that reviewers
have given it but that librarians have chosen to ignore.
The Freshwater Biological Association
Authors: Pettman Ian
Published: September 2004

Describes the history of the Freshwater Biological Association and
its Library. Notes that the library produces a current awareness
bulletin listing over 750 freshwater ecology papers each month, an
annual bibliography of papers on British freshwaters and undertakes
manual and on‐line retrospective information enquiries. Concludes that
these flexible national and international networks of information
exchange and collaboration survive despite an ever changing spectrum of
political philosophies.
Library 2000: The Changing Library Environment – A
Needs‐based Service
Authors: Smith John
Published: September 2004

Analyses both the impact of social change and the contribution that
the library can make to personal and social development within a
changing environment. Notes that the problem of increasingly centralised
resources can be countered by the proactive decentralisation of
delivery. Concludes that frugality of resources combined with increases
in cultural quantity means that the librarian of the future will need to
operate the service as a needs‐based access point to the global whole.