bluuebunny/crossref_metadata_2025 huggingface dataset:
Practical steps to empowered complaint management
Authors: Cook Sarah , Macaulay Steve
Published: July 2002

Many organizations are embracing the concept of empowerment, the devolution of responsibility and ownership for decisions in the workplace. Considers how empowerment can lead to a positive approach to complaint management which benefits both the customer and the organization. Gives an overview of empowered complaint management with practical examples, maps out the steps to get started and discusses the challenges which empowerment raises within the organization.
Semi‐intelligent quality? An introduction to using computers to resolve quality problems in the motor trade
Authors: Willoughby Stephen C. , Wilson D.K.
Published: July 2002

Examines an approach for introducing total quality management (TQM) in a small safety, engineering and management consultancy. The assessment of the organizational climate using a questionnaire survey followed by a series of meetings with staff to explain the results was found to be an effective means for highlighting problems and stimulating debate. On the other hand, the formulation of TQM strategy was found to be time consuming and complex, quality costing was considered by senior management to be too involved and complex, and there was resistance from middle management. Points out that a rigid approach to TQM cannot be taken in small professional service companies and the approach needs to develop in response to internal needs. Covers the basic introduction and the issue of quality costing.
How Israeli hotel chain ISROTEL developed its service guarantee
Authors: Donath Nir
Published: July 2002

Describes an attempt in Israel to put a “product” emphasis on a service environment, through offering guests on a vacation a service warranty that they will provide a “perfect vacation” ‐ or meet the guaranteed penalties in terms of compensation. Describes the nature of the warranty to be offered, and focuses on factors identified through focus groups with existing customers; describes the efforts and results around the launch of the scheme, and concludes with a valuable section on the lessons learned.
After‐sales service ‐ necessary evil or strategic opportunity?
Authors: Lele Milind M.
Published: July 2002

In response to questions about how to provide the correct level of after sales service in the face of shifting customer needs and expectations, SLC Consultants, Inc. has developed an after‐sales service framework, which examines the costs customers absorb when their equipment fails. Describes a framework which helps manufacturers identify the most cost‐effective service strategies for different customer segments, and determine how these strategies should influence equipment design. Suggests that the framework can also be used to predict how product and service strategies must change in response to new technologies and evolving customer needs.
Putting customers in the driving seat: building Rover’s brand equity
Authors: Jones Peter , Whale Nick , Meekings Alan
Published: July 2002

Reports that product or service features in today’s fast‐moving markets, that seemed distinctive and attractive yesterday may turn into little more than “hygiene factors” tomorrow, such is the pace of change. The car market is a good example. Who remembers, or even cares, which manufacturer first introduced ABS or airbags? Every major manufacturer now offers these features, or better. So, what are the implications for Rover Cars? Rover’s much‐respected turnaround in product design and quality is no longer sufficient to secure the group’s profitability and long‐term success. Rover has recognized the need to become even more customer‐focused to continue building brand equity. It is doing this through a deep understanding of its marketplace, a new approach to brand planning and brand management, and the systematic development of organizational capability.
Business excellence review at Royal Mail (NW/NW): a case of strategic communication management
Authors: Varey Richard J. , Hamblett Robert L.
Published: July 2002

Notes the need for a strategy to drive any change process. Points out that, following the lead of other major organizations, Royal Mail, the UK’s major postal services organization, has adopted and adapted a business excellence model using the criteria from an established and tested quality award model. Discusses the approach taken at Royal Mail (North Wales/North West), the origins and evaluation of the model used, some early business performance improvement results, and a programme of key improvement initiatives which address the communication issues highlighted by self‐assessments in the North Wales & West of England regional operating company.
The service challenge: the four vital ingredients
Authors: Pannell Justin
Published: July 2002

The effective management of change is not optional, it is an organisational imperative. And as long as people are involved in the process there are four vital ingredients which will significantly influence how well change is managed: leadership, commitment, involvement and recognition. For many organisations giving people strategies prominence over process strategies will require the creation of a new paradigm; however, the needs of people are ignored at an organisation’s peril. The question is, how “people centred” is your organisation?
A practical path to customer loyalty
Authors: Bowden Phil
Published: July 2002

Describes, utilising practical examples/results, how Nortel Wireless Networks initially recognised the need to enhance the existing emphasis on purely customer satisfaction to that of an evolving focus on customer loyalty, i.e. retaining customers and generating repeat orders. It also highlights how the business evolved the existing customer satisfaction process taking into account global customer base requirements such as language, culture and respondent influence within the recipient organisation, the process by which this was enacted, and the rationale behind the evolution from a customer satisfaction strategy to that of a customer value management methodology leading towards increased customer loyalty. Details the current process by which customer value management is being rolled out through the organisation.
Best predictors of quality performance in Australian service organisations
Authors: Terziovski Milé , Dean Alison
Published: July 2002

This paper is based on a cross‐sectional study of 550 medium to large Australian service organisations to determine the effect of quality management practices on various dimensions of service quality outcomes (productivity, competitive advantage, customer relationships, and employee morale). These outcomes were used as dependent variables in a series of regression analyses in order to test several hypotheses. The results demonstrate the importance of including quality in the strategic planning process, customer involvement, empowerment of the workforce, and including quality indicators as part of key performance indicators. On the other hand, integrating quality systems and procedures into the organisation had a significantly negative relationship with increases in productivity. Based on the findings of this study, we conclude that the “soft” practices based on empowerment, at all levels of the organisation, strategic planning and customer/supplier involvement are the most significant predictors of high quality service organisations.
A learning team approach for service organizations to achieve TQM and beat the competition
Authors: Fung Mike
Published: July 2002

Almost every service organization wants to achieve TQM and beat the competition. This article shows the learning team approach to help achieve a learning organization and achieve TQM. Considers some of the problems associated with TQM implementation and gives an in‐depth view of the learning team approach, considering benefits for individuals and companies.
Service transaction analysis: assessing and improving the customer’s experience
Authors: Johnston Robert
Published: July 2002

Describes a service design technique that allows managers to systematically analyse the quality of their service processes at a detailed, or transaction level, from a customer’s perspective. Following a review of alternative approaches the author argues for an approach which combines four critical elements; the service concept, the service process, transaction quality assessment, and messages ‐ the customer’s interpretation of the service. Two case studies are used to illustrate the simplicity yet power of the technique. The key benefits of this technique are that it instils a “customer orientation” in managers and staff and encourages managers to “engineer” their service processes by identifying the root causes of transactions which do not accord with the organisation’s intentions.
Enhancing customer orientation of service delivery systems: an integrative framework
Authors: Yasin Mahmoud M. , Yavas Ugur
Published: July 2002

To streamline and improce their service delivery systems, service organizations have much to learn from their manufacturing counterparts in the use of quality and process improvement tools. The purpose of this article is to present a practical framework which integrates these tools in order to enhance the efficiency and customer orientation of service delivery systems. Two examples are used to illustrate the application of the framework. Also practical guidelines to facilitate the implementation of the proposed framework are offered.
Service quality: perceived value, expectations, shortfalls, and bonuses
Authors: Groth John C. , Dye Richard T.
Published: July 2002

Focuses on the perceived value of a service by a customer, the perceived quality and value of a service, and the role of expectations, shortfalls, and bonuses in the valuation process. Considers on the implications of key relationships in the marketing and delivery of services. Characterizes customer perception of the perceived value of a service and quality of service in multivariate space. This model yields a value vector that summarizes the perceived value of a service and service quality to a customer. The perceived value vector summarizes the aggregate effects of variables of influence on perceived value. Relates service delivery to customer expectations. In this context, illuminates important issues related to exante versus ex post expectations. Introduces the concept of expectations‐delivery variance (EDV). Examines the concept of delivery shortfalls as well as delivery excess, with excess leading to bonus fulfillment. Shortfalls and bonuses have residual effects. Asserts that shortfalls and bonus effects have asymmetric affects in terms of residual influence on future perceptions of customer expectations of service value.
Factors to consider in the implementation of quality within Irish healthcare
Authors: Ennis Kay , Harrington Denis
Published: July 2002

Hospitals and healthcare institutions are today clamouring to find ways to ensure that their organisations will become more efficient and cost effective. With TQM defined as managing the entire organisation so that it excels in all dimensions of the services that are important to its customers, it appears to be the solution to the challenge that many hospitals are faced with. This article presents the findings from a quantitative research study focusing on the factors surrounding quality implementation in the Irish healthcare sector and is part of a larger research project.
Energizing the business – creating business excellence in a service based electrical utility
Authors: Henderson Joan , McAdam Rodney , O’ Neill Edel
Published: July 2002

Northern Ireland Electricity is the largest listed plc in Northern Ireland. This article describes how the organization has managed its approach to total quality management since privatization, in 1992. Examines specifically the third stage of a three‐stage approach, describing the strategic and operational integration of total quality management/business improvement. Describes the strategic partnership with the University of Ulster and discusses how this relationship has focused the organization on a journey of soul searching and learning. Explains how the self assessment approach, linked to balanced scorecards and performance planning review cycles, allows employee involvement in setting and achieving objectives. Finally, describes how the adoption of a learning based approach to business improvement, integrating thinking and doing, allows a fuller understanding of the issues and contributes to better results.
Influence of non‐isothermal fluid properties on the growth of spherical fluid shells
Authors: Qin Xundong , Khayat Roger E.
Published: July 2002

This numerical study explores the influence of the time dependence of material fluid parameters on the transient temperature evolution during the growth of fluid shells. The shell is spherical, the fluid is Newtonian, and the flow is induced by a constant driving pressure. The coupled heat and flow equations are solved numerically using the cobody (Lagrangian) transformation and a central difference discretization in space. The range of material values is adjusted from existing experiments. It is generally found that the variation in viscosity, surface tension and specific heat can have a significant influence on both the growth rate and temperature evolution. Thermal conductivity is found to be of little influence.
Laser pulse heating of steel surfaces including impinging gas effect and variable properties
Authors: Shuja S.Z. , Yilbas B.S. , Budair M.O.
Published: July 2002

The gas assisted Iaser heating of engineering surfaces finds wide application in industry. Numerical simulation of the heating process may considerably reduce the cost spent on experimentation. In the present study, 2‐dimensional axisymmetric flow and energy equations are solved numerically using a control volume approach for the case of a gas assisted laser heating of steel surfaces. Various turbulence models including standard k‐ε, k‐ε YAP, low Reynolds number k‐ε and RSTM models are tested. The low Reynolds number k‐ε model is selected to account for the turbulence. Variable properties of both solid and gas are taken into account during the simulation. Air is considered as an assisting gas impinging the workpiece surface coaxially with the laser beam. In order to validate the presently considered methodology, the study is extended to include comparison of present predictions with analytical solution for the case available in the literature. It is found that the assisting gas jet has some influence on the temperature profiles. This effect is minimum at the irradiated spot center and it amplifies considerably in the gas side. In addition, account for the variable properties results in lower surface temperatures as compared to the constant properties case.
Numerical study of fluid flow through double bell‐shaped constrictions in a tube
Authors: Lee T.S.
Published: July 2002

The effects of steady fluid flow through double bell‐shaped constrictions in tubes were investigated numerically for the Reynolds number range of 5 to 400. The double constrictions studied were for similar first and second constrictions of 1/3, 1/2 and 2/3. A dimensionless constriction spacing of 1.0 was considered. Study showed that the major part of the mean dimensionless pressure drop in the constricted tube occurs predominantly across the first constriction when flow moves towards the valley region formed by the two constrictions. Minimum pressures along the constricted tubes occurs downstream of each constrictions. When the constriction magnitudes increased, the pressure drop across the same length of the tube increases exponentially. The effect of increasing the Reynolds number for all the constriction values considered here is to increase the spreading of the recirculation region between the valley region of the constrictions. The recirculation region formed between the two constrictions has a deminishing effect on the generation of wall vorticity near the second constriction. The effects are more pronounce when the recirculatory flow from the first constriction has spread over the second constriction. In general, a peak wall vorticity is found slightly upstream of each of the constrictions. When the Reynolds number is increased, the peak wall vorticity increases and its location moved upstream. It is noted for the cases considered here that the peak wall vorticity generated by the first constriction is always greater than the peak wall vorticity generated by the second constriction.
Numerical modelling of elastohydrodynamic lubrication in soft contacts using non‐Newtonian fluids
Authors: Bohan M.F.J. , Fox I.J. , Claypole T.C. , Gethin D.T.
Published: July 2002

The paper focuses on the solution of a numerical model to explore the sliding and non‐Newtonian fluid behaviour in soft elastohydrodynamic nip contacts. The solution required the coupling of the fluid and elastomer regimes, with the non‐Newtonian fluid properties being described using a power law relationship. The analysis showed that the fluid characteristics as defined by the power law relationship led to large differences in the film thickness and flow rate with a movement of the peak pressure within the nip contact. The viscosity coefficient, power law index and sliding ratio were shown to affect the nip performance in a non‐linear manner in terms of flow rate and film thickness. This was found to be controlled principally by the level of viscosity defined by the power law equation. The use of a speed differential to control nip pumping capacity was also explored and this was found to be most sensitive at lower entrainment speeds.
The power of personal development
Authors: Lindenfield Gael
Published: July 2002

There is a current boom of interest from managers in personal
development. Describes inner and outer self‐confidence. Presents some
examples of wares which are available from the current personal
development market, in particular, one kind of course which the author
has successfully run with various organizations.
Strategic human resource planning at Zeneca Pharmaceuticals
Authors: Ainsworth Chris
Published: July 2002

Examines the human resource strategy undertaken at Zeneca
Pharmaceuticals. Gives the business content then goes on to consider the
process and impact of work on line functions and the personnel
department. Concludes with a list of areas of improvement indicated by
the planning of the strategy.
Strategic Design
Authors: Lee‐Mortimer Andrew
Published: July 2002

Highlights product development problems in the UK and suggests the
UK has brilliant design skills, but poor processes and is therefore
unable to translate design into goods. Describes the view of Sheridan
Tatsuno (principal of NeoConcepts) at a recent conference, discusses the
future of design as regards concurrent engineering (CE), humanware
engineering (HE), human‐computer interface (HCI) and the shift to
user‐centric innovation. Examines designs by Britain, Kenneth Grange
(consultant product designer) who suggests the reason for the schism
between the maker and the merchant in the UK is due to the assembly side
of the industry being traditionally less well funded. Concludes UK
designers are some of the best in the world but UK companies are the
slowest to use this home‐grown talent.
Measures of Performance
Authors: Bauly John A.
Published: July 2002

Companies wishing to improve continually in business generally and
new product development in particular need to use performance indices
development in particular need to use performance indices, i.e.
“metrics”. This is to study their present achievements, see
the effects of improvements, help control the processes and make
comparisons with norms or standards like past achievements, present
plans and benchmark data. Reviews and lists examples of the relevant
metrics and discusses their application.
Improving Market Success Rates through Better Product Definition
Authors: Wilson Edith
Published: July 2002

Details research which shows that product definition is crucial to increasing overall success. Reports research undertaken within Hewlett‐Packard that uncovered ten product definition factors preprequisite to successful product development. Further research acrossFortune100 companies expanded the list to include an eleventh essential factor. Concludes that each of the 11 factors have to be completed adequately, prior to exiting the product definition phase; and these can be completed only through a multidisciplinary product development team.
Designing the front end: how attitudes towards new products are
related to company performance
Authors: Trueman Myfanwy , Jobber David
Published: July 2002

A survey of 108 UK industrial companies compares attitudes towards
new products with company performance. The research, carried out at
Bradford University Management Centre, uses a range of performance
measures to examine the product development process and factors that
influence the success and failure of projects. The findings indicate
where a change of attitude can reduce “time to market”,
increase the number of products launched and improve sales growth.
Discusses profiles of two companies, Edward Macbean and On Demand
Information, together with a new map of the product development
environment.
Design for manufacture in the aerospace extended enterprise
Authors: Sehdev Kamal , Fan Ip‐Shing , Cooper Stephen , Williams Gareth
Published: July 2002

Design for manufacture (DFM) is accepted as an important tool to
improve manufacturing competitiveness. Reports on the results of the
first phase of a study conducted by Cranfield University to establish
the user requirements for “design for manufacture” within a
complex design and manufacture supply chain.
Teamworking and concurrent engineering – a success story
Authors: Kinna Rob
Published: July 2002

Shares the experiences and successes of adopting concurrent
engineering. Highlights the criticality of team selection, building and
empowerment. Suggests that the concept of a team should not be
restricted to an internal group but ought to include customers and
suppliers.
Competitiveness and processes: integrating engineering in the
capital goods industry
Authors: Hill Alv
Published: July 2002

Discusses the way in which effective management of business
processes can deliver improved competitiveness‐via specific reference to
engineering in the capital goods (CG) industry. Having defined the
critical success factors which differentiate the CG sector, shows how
the resulting organizational dynamic is best served by an entirely new
multi‐disciplinary approach. This delivers the required outcome by
collapsing both lead and response times and facilitating the
construction of a fully‐integrated operational and knowledge base.
Gender differences of China’s managers in time management
Authors: Guoqing Yu , Yongxin Zhu
Published: July 2002

With business and institution managers as the research subjects, 170 questionnaires were collected through mail and on‐the‐spot investigation. The results were: Forming time management effectiveness scale (TMES) including 11 inner factors; female manager is lower than male in total time management effectiveness; the total amount of male manager’s working time per week adds up to 52.489 hours and female manager’s 46.438 hours. Differences are seen in the amount and structure of working time as well as non‐working time. Finally, there is no significant difference between male and female managers in the serious degree of each wasting time factor but difference in sequence. The results here can serve as a reference for further studying and developing time management theory, for probing into the gender differences in time management, and will improve managers’ management practice.
Israeli women managers and public/private sector wage determination
Authors: Mano‐Negrin Rita
Published: July 2002

Public versus private sector placement and gender‐based effects are examined as the prime generator of wage variations among men and women Israeli managers in Israel. The macro‐sociological analysis of economic sectors, organizational theory and human capital effects are integrated to predict public/private sector variations in wages, taking account of managerial level and gender effects. Using demographic, human capital characteristics and managerial level position from a representative sample of 778 Israeli public and private sector employees, it is shown that wage variations are generated by initial placement in the public/private sector; higher returns to work hours, education and managerial position in the private sector, and “manhood” which increases returns to wages in both sectors taking account of managerial level variations. These results suggest that public/private sector wage differences are only partially explained by occupational and managerial level variations: taking into account the above variables, gender remains the major determinant of wages for both private and public sector employees.
Psychodynamics, gender, and reactionary entrepreneurship in metropolitan Sao Paulo, Brazil
Authors: Jones Kellye
Published: July 2002

From the 1980s through the early 1990s, Brazil’s economy encountered severe economic conditions that were not conducive to entrepreneurship. Despite these conditions, entrepreneurial endeavors were undertaken. Given the number of firms created during this period, this reactionary behavior raises questions about entrepreneurial psychodynamics. Using the psychological characteristics school of thought as a framework, this study examines the relationship between entrepreneurial behavior and the psychodynamic dimensions of disposition and business desire among entrepreneurs in Sao Paulo, Brazil during a period of economic turmoil. Results of the ANOVA technique indicate that male and female Brazilian entrepreneurs differ in both psychodynamic dimensions.
A stairway to the stars for “unskilled” women
Authors: Steven Valerie
Published: July 2002

This paper is set against a background of research which evidences the gender segregation by industry, occupation and function, of women in employment, and within which there has been a major focus on the comparatively small number of women in management positions. The new research on which the paper is based highlights and examines the phenomenon of a much greater proportion of women managers than is the norm, many of whom started part‐time and in jobs for which no formal qualifications are required. It seeks to discover how the barriers to women’s career progression have been removed or overcome in this instance. Three aspects of company policy are examined on the basis of questionnaire and interview data, and other factors are also considered. This research targets the pub retailing industry, an industry which has received little attention elsewhere, and analyses the data from a regional perspective across the Scotland/England divide.
Women within diversity: risks and possibilities
Authors: Sinclair Amanda
Published: July 2002

In Australia, interest in women in organisations has been overtaken by a focus on “managing diversity”. The first part of this paper describes this trend and the accompanying diversity discourse before reviewing the arguments for and against subsuming women as one category within a diversity framework. The second part draws on three examples to explore how working within a managing diversity brief allows and advances analyses of gender. The paper concludes by arguing the possibilities of working critically with diversity, including being reflective about one’s purposes and using the power that diversity offers for, hopefully, transformational ends.
Power, Sex and Systems
Authors: Schein Virginia E.
Published: July 2002

Examines the power‐related properties of professional and organizational
systems and considers their influence on reactions to sexual harassment.
It is argued that, when the socio‐cultural power model of male dominance
operates within pluralistic/political professional and organizational
systems, these systems can become breeding‐grounds for sexual harassment
behaviours that are tolerated rather than told on. A contrast between
careers within systems and less systems bound jobs illustrates the
influence of context on decisions to tell or tolerate.
Mentoring among Female Executives
Authors: Vincent Annette , Seymour Judy
Published: July 2002

Female executives in the USA were surveyed to determine characteristics of and interactions of mentors and protégés. Questions focus on preparation for roles, selection process, gender issues, relationship of mentor/protégé, number of mentors each protégé has had, benefits to careers, and other relationships derived from mentoring. Major findings are that an individual who has been a protégé is more willing to become a mentor; that an individual who has had a mentor is more willing to enter subsequent mentoring relationships; and that more women are mentors today as compared with the number of women mentors ten years ago.
Women Chartered Accountants – progressing in the right
direction?
Authors: Gammie Elizabeth , Gammie Bob
Published: July 2002

Increasing numbers of women are entering Chartered Accountancy.
Focuses on the Scottish perspective exploring recruitment, examination
performance and career progress. No discernable gender differences were
found in recruitment and early career structure, although women do
perform better in the examination process. However, at senior manager
and particularly partner levels differences do arise. Examines by way of
a case‐study approach, interviewing all the women partners in the
“big six” Scottish offices, why so few reach the top. Also
analyses their personal profiles in an attempt to construct role models
for women who aspire to this level. Women choose to opt out of the top,
prioritizing and balancing their lifestyles in a different manner to
men. The barrier is there‐fore one of choice, although some form of
discrimination was mentioned by two‐thirds of the women. The
observations within the six firms were also different, suggesting that
varying attitudes had been experienced.
Women on the boards of Britain′s top 200 companies
Authors: Holton Viki
Published: July 2002

Summarizes the findings of a 1993 report by Ashridge Management
Group on women on the boards of the top 200 companies in Britain.
Compares the results with a similar survey done in 1989. Finds that,
although the number of women directors has doubled since 1989, they
still represent only 4 per cent of all directorship appointments in the
200 companies surveyed, despite more women being recruited. More women
are becoming non‐executive directors but the old‐boy network is still
very much in operation. Discusses the issues which seem to account for
the slow progress in women′s career ladders. Suggests an action list to
enable companies to offer opportunities to women to gain skills and
experience necessary to become directors.
Maintaining the rage: from “glass and concrete ceilings” and metaphorical sex changes to psychological audits and renegotiating organizational scripts ‐ Part 2
Authors: Korac‐Kakabadse Nada , Kouzmin Alexander
Published: July 2002

From a cultural perspective, examines the “glass ceiling”, a putative invisible barrier but one that women experience as a very real impediment when vying for mobility. In the case of ethnic, coloured and aboriginal women, the barrier is more often than not more visible with “concrete‐like” qualities of opaqueness. Argues that traditional images, meanings, expectations, values, assumptions and beliefs embedded in organizations with predominantly male management cultures and psycho‐structures need to be audited and, subsequently, changed. Emphasizes the urgency for cultural change in organizational structures to prevent the further emasculation and marginalization of women and other disfranchised actors in favour of a cultural diversity that accommodates gender, ethnicity and other social differences in action imperative for innovation and globalization. Identifies strategies for obliterating glass and concrete ceilings and achieving gender‐ and ethnic‐based equity in career opportunities.
What’s in a name?
Authors: Bart Barbara D. , Hass Marsha E. , Hass Philbrick Jane , Sparks Marcia R. , Williams Craig
Published: July 2002

Examines the effect of an ethnically identifiable name on the initial résumé/application review process. Also examines raters’ salary expectations.
Stress in female doctors
Authors: White Barbara , O’Connor Daryl , Garrett Lisa
Published: July 2002

Focuses on women doctors at a critical life stage, 25‐35 years, during career establishment and early 30s transition. Examines drivers behind career choices of female doctors and identifies stressors experienced by women who opt for hospital medicine and general practice. Suggests that sources of pressure and predictors of mental wellbeing for hospital doctors are related to the structural aspects of the environment of hospital medicine such as career development and organizational climate. In the case of general practitioners, perceived stressors and predictors of mental well‐being are related to ongoing daily pressures such as balancing work and family.
Patterns in the policies: affirmative action in Australia
Authors: Sheridan Alison
Published: July 2002

Although affirmative action is often referred to as though it was an homogeneous entity, the reality is that affirmative action policies can take many different forms. To date, the variety of affirmative action policies that have been implemented in Australia has not been well‐documented. In this paper, a framework is developed to describe the variety of affirmative action policies being implemented in Australia in the 1990s. The most frequently reported policies by Australian organisations concern reviewing employment policies for discriminatory practices. The next most commonly reported policies relate to companies’ efforts to assist employees to balance the competing roles of work and family. Policies that seek to challenge traditional patterns of employment, and policies that seek to “fix” women are less commonly reported by organisations. The breaking down of affirmative action into various types of policies provides scope for more fully exploring the question of the effectiveness of affirmative action policies.
Mary, Mary quite contrary, how do women leaders grow?
Authors: James Ann
Published: July 2002

The author reflects on the experience of 50 top female chief executives working together during the NHS reforms in the UK and finds some dissonance with both traditional and present‐day leadership theory and practice. Examining the processes of both personal growth and “seasoning” and organizational integration, she uncovers possible reasons for a perceived lack of fit with hegemonic expectations of leadership. She goes on to argue not for women to fit in, but for notions of leadership to mature.
The move towards a different career pattern: are women better prepared than men for a modern career?
Authors: Woodd Maureen
Published: July 2002

This paper challenges the common understanding of the word “career” in relation to the differences in male and female employment and seeks to show that women normally follow a career pattern which has characteristics of flexibility, change, transferable skills, part‐time and temporary working. Some career patterns and theories are challenged in the light of more recent understandings of psychological perspectives and these theories are tested against current thinking on employment needs in the 1990s. The paper concludes that typical female employment patterns are what is required in today’s economic climate and so women are more adaptable to the changes required. However, the down side of typical female careers is recognised as being an issue for discussion on employment values and rewards within society.
The unseen enemy: the “dark horse”
Authors: Preiholt Håkan
Published: July 2002

The study’s focal point is the obvious parameter that we all have in most of our relationships, which is the unknown parameter. What is it that we do not know? In other words, the process of relationship building on the market often suffers from certain events or “dark horses” that are difficult to handle in long‐term relationships. Such events often illuminate themselves through questions like why, what, who, and so on, when we examine firms. Examples of situations where unpredicted events appear and destroy relationships are given in the paper. The paper ends with a discussion, and some suggestions, on how to solve the problem of “dark horses”.
Assessing the risk of pollution from ship accidents
Authors: Giziakis Konstantinos , Bardi‐Giziaki Ernestini
Published: July 2002

Ship accidents may create, apart from other damage, environmental pollution. For at least three decades, continuous efforts have been made by various maritime organizations, and especially the IMO, to find effective ways towards reducing these accidents. This paper tries to quantify the risk of an accident leading to pollution as a result of the exposure of the ship to certain risk factors. It tests the statistical significance of the relevant risk’s magnitude by using real data that refer to pollution incidents occurring during 1993‐1997. The results have shown that 60 per cent of the accidents occurred in ports and regulated zones. The large tankers involved in pollution accidents, that happened in ports and regulated zones, present an almost seven times higher risk than smaller tankers. Most frequently these accidents are attributed to collisions, hull and machinery damage and groundings. Small bulk carriers have experienced a risk rising to ten. The paper also provides certain recommendations for policy makers and indications for further research.
Offsite Planning for Nuclear Installations and Incidents Involving
Radioactivity
Authors: Bailey Eric
Published: July 2002

Currently, legislation relating to hazardous sites is becoming more
rigorous, with the exception of nuclear installations and these are
being addressed. A particular facet of accidents at nuclear
installations involving radioactivity is potassium iodate prophylaxis as
a counter measure. Effective distribution of stable iodine is important,
with early issue to an affected populace critical. Present arrangements
are unsatisfactory in that the Police Service is the principal agency
for such distribution, with other agencies, for example the Health
Service, acting in support. There is limited pre‐distribution to
designated sites, but the practice varies throughout the country.
Considerable thought has been given to the matter of an effective
distribution process with the possibility shortly of guidance. It is
unclear what arrangements will be in the future for this distribution
and the matter will have to be treated with considerable care, bearing
in mind the sensitivity of this subject as far as the public is
concerned.
Response of Local Government to the New Risks
Authors: Iles Gordon
Published: July 2002

Compares the different types of local authorities within the United
Kingdom and the various duties imposed on them by statute or morals.
Outlines the history of emergency planning in general and shows how
local authorities become involved. Reviews the facilities and support
available to the emergency services from these authorities. Details
these in departmental form, including Works and Services; Education;
Welfare and Social Services; Libraries; Housing; and Environmental
Health. Outlines the services provided: supply of transport, equipment,
plant and personnel; the identification, designation and preparation of
premises for use as survivor reception, rest, relatives, or media
centres or as temporary mortuaries; and the provision of trauma and
bereavement counselling and co‐ordination of volunteer services.
Concludes with a discussion of the restoration phase: the setting up and
management of trust funds; siting and erection of memorials; and
re‐establishment of the incident site.
Safety Culture, Corporate Culture
Authors: Höpfl Heather
Published: July 2002

Draws attention to contextual variables in the development and
management of safety cultures. Examines the relationship between
corporate culture change and safety management and considers the
implications for safety of the manipulation of values and beliefs as
part of corporate motivation. Considers the extent to which the
development of a safety culture is compatible with the development of a
corporate culture. Examines the following areas, the pursuit of order,
conflict and contradiction, rhetoric and taken‐for‐granted assumptions,
in order to challenge cosmetic approaches to safety management.
Indicates the importance of recognizing that some information defies
data capture and gives attention to the irrational aspects of systems.
Isolates issues for management in the perception and promotion of safety
and offers current examples of good practice.
Coping in the Emergency Context
Authors: Moran Carmen C. , Britton Neil R.
Published: July 2002

Coping style has been examined across a variety of stressful encounters, but surprisingly little is known about coping in the emergency or disaster context. Examines coping strategies and impact of events in emergency workers who generally have not been exposed to major events in the course of their emergency role. The profile of scores suggests that emergency workers are problem‐focused and are less inclined to assuage problems through emotion‐focused coping, thus supporting the popular notion of emergency workers as task‐oriented and committed to action. Discusses the extent to which this profile may enhance wellbeing and prevent stress symptoms following emergency events.
Preparing public safety organizations for disaster response: a
study of Tucson, Arizona′s response to flooding
Authors: McHugh Charles P.
Published: July 2002

Tucson, Arizona, experienced two large‐scale floods in October 1983
and January 1993. In comparing these floods, examines both the natural
events and the response of public safety organizations. A summary of the
natural events compares the weather, flooding and damages. In
consideration of the human response to the 1983 event, finds that the
community′s emergency co‐ordination centre was ineffective and isolated
from the public safety response network. Furthermore, an organizational
structure, suited to the management of large‐scale, multi‐organizational
response, failed to emerge. Concludes that local government mitigated
these deficiencies before the January 1993 flood. This was accomplished
in two ways. First, the community′s emergency management agency merged
into the Sheriff′s Department and second, through consensus building and
training, the community institutionalized an effective disaster response
organizational structure.
Mitigating flood losses in the active floodplains of Bangladesh
Authors: Thompson Paul , Tod Ian
Published: July 2002

The inhabitants of the active floodplain of Bangladesh’s main rivers receive little government support to help them cope with floods and have developed their own strategies. Major flood projection works are not possible in these areas where floods and erosion annually affect many vulnerable people. Surveys of the impact of severe floods found that total losses and the dislocation to their lives is substantial. These loss data were used to assess the financial viability of small scale floodproofing measures, such as house raising and flood shelters, which are the preferences of these people. Such measures give better rates of return than embankment projects in mainland areas, provided that the location is not affected by erosion for four to eight years. A combination of resources, technical assistance and local hazard assessment is needed, and a government commitment to improve the living conditions of the inhabitants of the active floodplains.
Reducing the barriers to the expansion of health‐promoting schools by focusing on teachers
Authors: St Leger Lawrence
Published: July 2002

The health‐promoting school concept is a very promising framework which provides a comprehensive strategic approach to school health. Evidence suggests it is cost‐effective and will enhance the achievement of both educational and health goals. However, many barriers exist currently which are inhibiting its widespread adoption. Such barriers are related to resources; political issues; environmental contexts; administrative support; trained and skilled teachers; lack of understanding of the value of school health and the concept of the health‐promoting school. Teachers are fundamental to the success of developing a health‐promoting school. Evidence shows that there are priorities which need to be addressed in this area before schools can develop comprehensive and effective school health initiatives. Key among these are increased collegiality between teachers; ongoing and focused professional development; and embracing and implementing change within schools.
Assessment of a computer‐supported alcohol education intervention program
Authors: Reis Janet , Riley William
Published: July 2002

Summarizes the results of an evaluation of an interactive multimedia program designed to inform young adults on the physical and behavioral consequences of excessive use of alcohol. The sample of 710 participating undergraduate students were referred to the university because of some violation of code of conduct regarding alcohol use. Of these, 610 students were assigned to use of an alcohol harm reduction computer program versus writing an essay on responsible drinking. Analysis of alcohol expectations found that the software users, as compared to the comparison group, reported significantly more changes in expectations about alcohol post‐intervention and intentions to change behavior towards greater safety and responsibility. Such an approach is potentially (in terms of resources) available on a campus for this type of educational programming and has the advantage of targeting students during a teachable moment introduced through a university sanction. Suggests that computer supported programs might evolve to be an effective method for health education.
Singing for health: an exploration of the issues
Authors: Stacy Rosie , Brittain Katie , Kerr Sandra
Published: July 2002

Singing for health may be an idea whose time has come. The interest in music in relation to health is evident in medical and health‐care research. This paper reviews ways in which music and singing relate to health and healing, historically and cross‐culturally, and shows that music forms a part of the healing systems of many cultures. The paper reviews research on the links between music and health. They include studies that suggest that music has profound effects on the emotions, for example, inducing states of relaxation which are particularly useful as an antidote to depression, anxiety and fatigue. Music has also been shown to enhance physical health through improvements to breathing capacity, muscle tension and posture and the reduction of respiratory symptoms. It may also contribute to social health through the management of self‐identity and interpersonal relationships. The paper explores theories that are beginning to develop about the mechanisms that mediate music for health, including the possible connections between immuno‐suppression, stress reduction, and music. The paper goes on to discuss the role of singing with early years children and community groups of adults. A resurgence of traditional music‐making and voice work in community settings is taking place across the UK, and the paper reviews several community‐based initiatives.