bluuebunny/crossref_metadata_2025 huggingface dataset:
The impact of electronic commerce on logistics service providers
Authors: Delfmann Werner , Albers Sascha , Gehring Martin
Published: July 2002

The impact of e‐commerce on the business environment is often praised but seldom analyzed with scrutiny. In this paper we try to depict the underlying logistically relevant aspects of e‐commerce and their impacts on logistics service providers. This seems to be of considerable importance, as logistics is seen as the back‐bone of e‐commerce operations. However, the firms specializing in this field are commonly neglected. We argue that the logistical implications of e‐commerce can be differentiated into two main categories: the rise of e‐marketplaces; and the elimination of supply chain elements (disintermediation). By analyzing these two categories and their major logistical implications in detail we deduct strategic consequences for logistics service providers.
Cash‐to‐cash: the new supply chain management metric
Authors: Theodore Farris M. , Hutchison Paul D.
Published: July 2002

Over recent years supply chain management has grown in importance because of the proliferation of improved information flows, outsourcing practices, strategic alliances and partnerships, and the reshaping of the organizational focus from functional silos toward integrated activities. Logistics and supply chain management emphasize achieving lowest total cost through synergistic interaction of all supply chain components. The cash‐to‐cash (C2C) metric is an important measure as it bridges across inbound material activities with suppliers, through manufacturing operations, and the outbound sales activities with customers. This paper first defines how to calculate C2C. It then overviews the importance of measuring C2C, using both accounting and supply chain management perspectives. Next, it identifies key leverage points that are necessary to manage C2C effectively. Finally, future research questions are developed that should prove useful in guiding the development of C2C as a usable metric.
The New German Packaging Laws
Authors: Livingstone Susan , Sparks Leigh
Published: July 2002

Environmental issues have become progressively more important during the
1980s and 1990s. With greater concern about the environment, pressure,
both formal and informal, has mounted on business. One of the most
developed formal constraints has emerged in Germany, with the
introduction of packaging laws to reduce packaging and encourage reuse
and recycling. Such legislation affects both German companies and
companies exporting into Germany. It can be argued that exporters are
disadvantaged by such legislation, having to adapt their activities to
each country. This presupposes knowledge of the legislation and a
willingness and ability to change and embrace the new constraints.
Reports on the new German packaging laws and on a survey of firms
exporting to Germany, which examines their awareness of and compliance
with these laws.
Supply Chain Management in the Electronics Products Industry
Authors: Berry D. , Towill D.R. , Wadsley N.
Published: July 2002

A number of strategies for reducing supply chain demand amplification
and simultaneously improving customer service levels have been modelled
and tested via dynamic simulation. To create an environment in which
supply chain re‐design methodologies may be exploited, it is necessary
to study the distribution of power and influence at individual echelons
within the chain. Outlines current management practice in the
electronics products industry and concludes by highlighting the steps
needed to enhance total system dynamic performance. The likely benefits
are estimated via dynamic simulation of the various phases of
re‐engineering an international electronics products supply chain
wherein huge improvements are predicted in the damping of upstream order
patterns.
Future directions for logistics in Australia
Authors: Gilmour Peter , Driva Helen , Hunt Robert A.
Published: July 2002

The practice of logistics management has changed from an
operational concern with the elemental activities to a strategic
interest in how effective logistics management can help reach corporate
objectives. Recent Australian government policy has emphasized world
competitiveness and Australia′s place in the Asian trade bloc.
Management rubric advocates strategic alliances with customers,
suppliers and even competitors. Surveys a group of 86 practising
logistics managers to establish the issues which they think will be
important for the future direction of their logistics operations.
Examines the impact of environmental pressures, changing power
relationships in the logistics channel, the use of technology, the
global marketplace, uses of outsourcing and the reduction in the cycle
time to market. The result is a rather inward‐looking orientation
– a focus on the strategy and activities of their own organization
operating in the domestic market.
Returnable containers: an example of reverse logistics
Authors: Kroon Leo , Vrijens Gaby
Published: July 2002

Considers the application of returnable containers as an example of
reverse logistics. A returnable container is a type of secondary
packaging that can be used several times in the same form, in contrast
with traditional cardboard boxes. For this equipment to be used, a
system for the return logistics of the containers should be available:
this system should guarantee that the containers are transported from
the recipients to the next senders, and that they are cleaned and
maintained, if necessary. Outlines several ways in which the return of
these containers can be organized. Also includes a case study involving
the design of such a return logistic system in The Netherlands. Also
describes a quantitative model that can be used to support the related
planning process.
Comparing domestic and international distributors’ performance
Authors: Cabaniss Roy F.
Published: July 2002

Discusses a survey which was administered to a group of
manufacturers wherein they were asked to evaluate the performance of
their domestic and international distributors. These evaluations were
then compared to ascertain potential problem areas for international
distributors and those activities which they were doing adequately
(according to the manufacturers). Generally, domestic distributors
out‐performed their international counterparts, with the distributor′s
handling of damaged merchandise and terms of payment being some of the
areas where there was not a significant difference. Kenichi Ohmae′s
framework for international involvement could be considered to be a
firm′s evolution of their international involvement. A firm′s position
in this framework was shown to be independent of the time they had been
distributing internationally.
Distribution control at Exhaust Systems Europe
Authors: de Leeuw Sander
Published: July 2002

Discusses the selection of distribution control techniques for a manufacturer of exhaust systems. A method for this selection process is proposed and worked out for the case study company. Argues that selecting one control technique for a complete company is not advisable. Distribution control should be differentiated to clusters of products that have a similar set of product, process and market characteristics. Shows, furthermore, that the question as to whether central stock should be kept depends to a large extent on the production frequency. Also discusses selection of distribution control techniques and states that it is important to take account of the fact that an ABC classification of an item on a European level may differ from the classification of the item on country level. Finally, argues that the use of appropriate control techniques may significantly reduce handling costs.
Logistics in Korea: current state and future directions
Authors: Kim Jae‐Il
Published: July 2002

Presents the results of an empirical investigation into the current state of logistics in Korea. Discusses the status of logistics within an organization, organizational characteristics, responsiveness of logistics, outsourcing and partnership, improvement action, customer service, technology adoption and use, and cost effectiveness. Notes the following promising developments. First, the interest of top executives in logistics is considerable. Second, some of the major logistical cost components, particularly transportation and warehousing costs, are well controlled. Third, heavy investments have been made in technology, particularly among large firms. However, there are some problems yet to be solved. The major problem is the lack of appreciation of the integrative logistics concept. Another is that the present goal of logistics is limited to only cost reduction, disregarding logistics contribution to service improvements. Finally, the level of partnership with suppliers and distributors is low. Concludes that, in the future, Korean companies need to place more emphasis on customer service, develop strategic partnership, and further integrate their supply chain.
Measuring organizational benefits of EDI diffusion
Authors: Mackay David , Rosier Malcolm
Published: July 2002

Draws on recent research on the impact of electronic data interchange (EDI) on the Australian automotive industry. The often considerable efforts by large corporations towards the globalization of production and distribution has led such firms (typically multi‐national corporations) to invest in technologies designed to improve the efficiency and effectiveness of their global operations. In this context, one such technology is EDI. Much has been written about EDI and, in particular, the benefits that adopters can expect from using this comparatively simple, facilitating technology. While many authors are quick to extol the virtues of EDI, rarely have they documented the actual benefits and costs to an organization from adoption. Examines the impact of EDI on trading partners in the Australian automotive industry. Research consisted of a longitudinal study (between 1992 and 1994) of all component manufacturers which were supplying components to the large locally‐based multi‐national vehicle assemblers (Ford, General Motors‐Holden (GMH), Mitsubishi and Toyota). It is the component manufacturers who have felt the major impact of their larger customer’s requirements to become EDI capable.The alternative was to cease supplying the automotive industry. Following the establishment of a conceptual model, path analysis was used to analyse support for a number of hypotheses in measuring the extent of benefits to the organization from using EDI. Conclusions so far drawn support the hypothesis that benefits were being achieved depending on the degree of commitment of the organization to issues such as system integration, and level of senior management involvement. A number of suppliers found that despite being forced into EDI adoption, they were obtaining some competitive advantage, and having received new business (e.g. international contracts) partly as a result of being EDI capable.
Supply chain management practices in Asia Pacific today
Authors: McMullan Amanda
Published: July 2002

Examines the state of supply chain management practices in the Asia Pacific region and presents results of a survey distributed to some of the region’s biggest companies, representing, for example, the chemical, food, transport, communications and automotive industries. Identifies key supply chain management issues such as information technology, inventory, internal and external infrastructures, studies, and roles and responsibilities. Explores the competitive strategies adopted by management to improve supply chain management performance, and examines the means by which companies evaluate the performance levels of critical components of the supply chain management function.
Success factors in supplier development
Authors: Krause Daniel R. , Ellram Lisa M.
Published: July 2002

Presents results of a survey on supplier development. Surveys were mailed to a random sample of 1,504 NAPM members. The sample was split into two groups depending on how respondents judged the results of their supplier development effort, either exceeding or falling short of expectations. The responses of these two groups to various questionnaire items were investigated to identify and gain insight into factors that contribute to supplier development success. The analysis suggests that buying firm respondents who reported their firms’ supplier development efforts to be satisfactory were more likely to have a proactive philosophy regarding suppliers’ performance, put more effort and resources into their supplier development efforts, and exhibit a greater willingness to share information with their suppliers than their counterparts who were generally dissatisfied with their firms’ supplier development results.
Outsourcing of logistics functions: a literature survey
Authors: Abdur Razzaque Mohammed , Chen Sheng Chang
Published: July 2002

Recent times have witnessed a heightened global interest in outsourcing of logistics functions. This is indicated by the volume of writings on the subject in various scholarly journals, trade publications and popular magazines. However, efforts to organize them in an integrated body of knowledge appear to be very limited. Keeping this in view, this paper makes an attempt to develop a comprehensive literature on outsourcing based on more than 100 published articles, papers and books on the subject.
Virtual logistics
Authors: Clarke Mike P.
Published: July 2002

Describes concepts for a method of organising logistics systems termed “virtual logistics”. With virtual logistics, the physical and information aspects of logistics operations are treated independently from each other. In such operations, ownership and control of resources is effected through Internet (or intranet) applications rather than direct physical control and resources can, thereby, be owned and utilised remotely. Goes on to describe the means through which virtual logistics systems can be realised, and it also provides examples of where virtual logistics concepts are already being employed. The article concludes by suggesting the most likely initial implementations of virtual logistics and suggests that, in the long term, the application of such concepts could allow for the efficiency of many logistics operations to be greatly increased and for lead times to be significantly reduced. It is also suggested that there could be distinct environmental benefits due to better coordinated goods flows, particularly in city centres.
Multiplex retailers versus wholesalers
Authors: Lusch Robert F. , Vargo Stephen L.
Published: July 2002

Globally a new wave of retailers are threatening the viability of many wholesalers, especially smaller more vulnerable wholesale distributors, as these new wave retailers aggressively compete for the business customer. To better understand this new form of competition, a theoretical model is developed from the organizational buyer behavior literature to explain the relative patronage preferences of business customers for wholesale‐distributors as a supply source versus two types of multiplex retailers ‐ warehouse home centers and office supply superstores. The model, previously untested in the business‐to‐business literature, postulates that business buyers select supply sources based on a “total value of purchasing” criterion. The total value is a function of price and the perceived costs associated with credit services, product‐acquisition services, and risk‐reduction services. The model is empirically tested in both an office supply superstore and warehouse home center setting with survey research conducted in six cities in the USA. Substantial empirical support, with the exception of the credit component, is obtained for the model.
Cooperative and competitive conflict for quality supply partnerships between China and Hong Kong
Authors: Wong Alfred , Tjosvold Dean , Wong Winnie Y.L. , Liu C.K.
Published: July 2002

Although the value of trusting, long‐term relationships for supply chain management is increasingly recognized, how conflict might contribute to quality supply chain partnerships is not well understood. This study uses research on cooperative and competitive conflict to identify when conflict can help develop productive relationships. Results of structural equation analyses suggest that manufacturers and suppliers who feel interdependent rely upon cooperative approaches to conflict, not competitive or avoiding approaches. Cooperative conflict in turn strengthens trust and a long‐term orientation which result in quality enhancing relationships with suppliers. These results challenge the value of conflict avoidance in East Asia. The theory of cooperative and competitive conflict, although developed largely in North America, seems useful for understanding and building quality supply chain partnerships in East Asia.
EDI benefits and barriers
Authors: Murphy Paul R. , Daley James M.
Published: July 2002

Summarizes previous logistics research into the benefits of, and barriers to, electronic data interchange (EDI). Argues that information management in general, and EDI in particular, is vitally important for today’s international freight forwarder. Presents the findings from empirical studies of international freight forwarders and customers of international freight forwarders with respect to EDI benefits and barriers. Suggests that numerous opportunities exist for further research into EDI benefits and barriers across various logistics constituencies.
Strategic posture of logistics service providers in Singapore
Authors: Sum Chee‐Chuong , Teo Chew‐Been
Published: July 2002

As organizations globalize to reach new markets and achieve higher production and sourcing efficiencies, logistics will play an increasingly important role in moving materials and products throughout the organizations’ supply chains. For many companies, third party logistics providers (or logistics providers) represent a viable and effective alternative to fulfilling their own logistics requirements. Amidst growing competition, the logistics providers must strategize to determine how they want to position their logistics services in terms of cost, quality, features, and value‐added to their customers. This research represents the first study that examines the different strategic postures of logistics providers using Porter’s competitive framework and analyzes the business performance, technologies, operations objectives, and future plans of each strategic type. The differences among the strategic types generate new managerial insights and implications for logistics managers and executives.
The impact of demand fluctuation on the quality of service: a tourism industry example
Authors: Kandampully Jay
Published: July 2002

The focus of this paper is to examine the appropriateness of the use of “service packaging”, a concept capable of being adopted by tourism organisations to assist them in their ongoing effort to match capacity with demand, and the quality of services offered with that of tourists’ expectations. It is proposed here that adoption of the concept of packaging renders it possible for service organisations to manage demand fluctuation while, simultaniously, offering services which will consistently meet customer expectations. This paper concludes that customer satisfaction can be enhanced if tourists’ needs and expectations are considered during the design of the tourism packages offered. A tourism organisation’s strategic decision to adopt customer oriented concepts will ensure the effective management of resources.
One‐stop‐shop information mall – MTR’s experience
Authors: Chan Y.K. , Brown Martin , Neailey K. , Ip W.H.
Published: July 2002

Following the establishment of the corporate intranet in the MTR Corporation, the departmental intranet for the operations engineering department (OED), known as the OED information mall, has initially taken shape to provide users with easy access to single‐page, Web‐based integrated management system (IMS) documentation. While the evolving intranet technologies are proven to offer a large degree of functionality to enhance information dissemination and document management, it is recommended that the OED information mall be developed further for effective distribution and management of the OED information. Visualises the basic concept and overall planning of the proposed OED departmental intranet and the benefits it will bring.
Improving service quality: a tale of two operations
Authors: Longenecker Clinton O. , Scazzero Joseph A.
Published: July 2002

At two different warehousing/distribution facilities of the same organization, workers were surveyed about their experiences with the company’s TQM program. The facilities were nearly identical with respect to infrastructure, technology, and systems but only one was considered a success from a quality perspective. The survey indicated that the successful facility exhibited greater attention to the human aspects of the quality process than the unsuccessful facility, for example, a greater degree of management support for TQM, communication and teamwork between managers and workers, effective supervision, effective corrective action procedures, and follow‐up of quality problems. While this study was limited in scope to two operations within the same organization, lessons for the successful implementation of service quality can be drawn from this case study.
Institutionalising customer‐driven learning through fully integrated customer feedback systems
Authors: Wirtz Jochen , Tomlin Monica
Published: July 2002

Most companies understand the importance of complaint handling, customer satisfaction measurement and service recovery, and many firms have systems and procedures to do at least part of these activities. However, few companies have implemented integrated customer feedback systems to systematically collect, analyse and disseminate the various types of feedback coming into the firm and guide customer‐focused learning, continuous improvement and process redesign. A key reason is the difficulties faced in integrating various systems and procedures. This paper focuses on how to design, and cost‐effectively run, a completely integrated customer feedback system (CFS) that ensures continuous learning and improvement in service quality, as well as productivity.
Transformation or change: some prescriptions for health care organizations
Authors: Appelbaum Steven H. , Wohl Lee
Published: July 2002

The powerful forces that are transforming healthcare can generate enormous economic potential for those who are able to employ effective survival techniques in the short term and at the same time plan for success in the long term. To accomplish this, an organization must harness the forces driving transformation and use them to its advantage. Despite the best efforts of senior healthcare executives, major change initiatives often fail. Change threatens the very stability and continuity that managers are attempting to control; therefore change and managers are not natural partners. Even managers aware of the need to change resist the parts that appear too major, too risky, or too “different”. This understanding of change, transformation and reinvention are crucial for all health‐care organizations moving forward at turbulent speeds. Change has its problems and successes are not abundant. This article will examine change strategies; their failures and successes; the role of the leader in this process; overcoming barriers and resistance, key steps to succeed in change efforts and, finally, alternative strategies to build the change process.
The service quality construct on a global stage
Authors: Imrie Brian C. , Cadogan John W. , McNaughton Rod
Published: July 2002

The eagerness of global marketers to establish a competitive advantage based upon service quality excellence within emerging markets displays a degree of naïveté in respect to the influence of environmental factors upon consumption behaviour. An example of this is the global application of Parasuraman, Zeithamal and Berry’s conceptualisation of service quality (SERVQUAL) in 1988 without consideration of the possible influence of the variety of cultures found in international markets. This paper takes a cautionary stance to such global application, and proposes that cultural values endow consumers with rules that guide their evaluation of service quality. Field research was conducted within Taiwan to ascertain whether the dominant service quality model holds in this “foreign” environment. The results indicate that not only do cultural values influence the hierarchy of service quality dimensions, but also that Parasuraman et al.’s SERVQUAL conceptual model does not capture the breadth of criteria utilised by Taiwanese consumers. Interpersonal relations are highlighted as a dimension of service quality that is not adequately addressed by SERVQUAL.
Customer satisfaction: it is dead but it will not lie down
Authors: Williams Roger , Visser Rolf
Published: July 2002

Customer satisfaction with service companies is probably declining steadily across the developed world because it no longer matters to most people. Investors favour companies that lock in their customers irrespective of their satisfaction levels. CEOs are concerned primarily with their share price and their image, and customer satisfaction hardly influences either of these. Line managers demand that customers be profitable irrespective of their attitudes. Marketeers are finding that new technologies open up far more promising possibilities for studying both customer purchasing behaviour and the reasons behind it than satisfaction ever did. Finally, customers are being rewarded more and more for their dissatisfaction rather than their satisfaction. The only group keeping the consumer satisfaction concept alive is middle managers, who are still conditioned by their weekly fix of satisfaction statistics.
Managing Quality in a “Hidden” Service
Authors: Apte Uday , Martin Reid
Published: July 2002

Examines service quality in a US gas company. Illustrates a recently
developed service quality model and methodology for the measurement and
analysis of service quality and identifies specific improvements that
must be made to the design and delivery of service to meet and exceed
customer expectations.
Practices of excellent companies in the retail industry
Authors: La Vere Sherrie , Kleiner Brian H.
Published: July 2002

Attempts to reveal the successful practices of three unique retail operations. Shows that the companies reviewed have a history of success but are also known for finding new ways to evaluate and value innovation. All three organizations are different in their configurations of environment, historical evolution, and merit structure, yet in their uniqueness they have similarities of visionary leadership, management that interfaces with leaders and workers on the front lines, empowerment to these workers, and practices of continually institutionalizing new approaches. In these cases, the originators of the businesses impart a continuity and cohesiveness that cannot be underemphasized. These are not stagnant workplaces. These enterprises are in a constant state of renewal; rapid changes in the world are embraced and addressed rather than resisted.
The quiet revolution
Authors: Choppin Jon
Published: July 2002

Discusses the quiet revolution that some call TQM, some call continuous improvement and some call the constantly evolving state of business as usual. Claims that people want to feel a pride in their organization, and their contribution to it. They delight in finding common‐sense solutions to problems, they relish good customer relationships, they enjoy work and get great satisfaction from it. They know that success for their organization means greater job security and continued opportunity to develop. Emphasizes that it requires imagination and leadership from senior managers to inspire their managers to seek the hero inside each of their employees.
Looking after business: linking existing customers to profitability
Authors: Clark Robin
Published: July 2002

Claims that a supermarket’s most loyal customers are around 1,000 times more profitable than its least loyal. Takes the reader through all aspects of loyalty from getting to know your best customers, through how to reward them, to the science of customer loyalty; how to measure a customer’s lifetime value and the effectiveness of your scheme. Analyses existing schemes around the world in retailing (including supermarkets and petrol retailing), travel, leisure, finance and motoring industries. Investigates customer loyalty techniques for business to business, independent retailers, brands, newspapers, utilities, dental supplies, computing and town loyalty.
The implementation of hazard analysis and critical control points in hospital catering
Authors: Wilson Mervyn , Murray Anna E. , Black Margaret A. , McDowell David A.
Published: July 2002

The Food Safety (General Food Hygiene) Regulations 1995 stipulate the need for the control of food hazards. One such measure which satisfies this requirement is the use of hazard analysis and critical control points (HACCP). Considers some of the problems that occur when HACCP programmes are introduced to catering establishments. Documents risks, hazards and critical control points in the case of a medium‐sized hospital in Northern Ireland. Cites monitoring and control procedures for the control of HACCP and proposes specific recommendations for future education and training.
The ISO and TECs: a strategic imperative
Authors: Fuller Peter , Khera Nav
Published: July 2002

Britain’s Training and Enterprise Councils (TECs) have been in the forefront of action to encourage and enhance new business initiatives, to promote growth and prosperity, and to create jobs. Discusses how one regional TEC, covering Barnsley and Doncaster, undertook its journey to ISO 9000, indicating lessons learned along the way.
Problems of implementation force Cowie to change its quality system
Authors: Willoughby Stephen C. , Wilson D.K.
Published: July 2002

Discusses the results of a pilot evaluation of the use of computer software to support the quality management system at one motor dealership in the Cowie Group. This focused particularly on its effectiveness at analysing quality non‐compliances logged by staff. This survey highlighted cultural problems, in particular staff resentment towards the quality system, the inadequacies of the software to provide management with the required information, and how the non‐compliance system encouraged hostile relationships between departments. All of these factors hindered the implementation process and meant that no one was willing to use the software. Describes how Cowie Group management sought to overcome these problems and make staff aware of the importance of following the quality system by redefining it in language which it believed staff would more readily understand ‐ that of how much quality non‐compliances cost the Cowie Group in lost profit and the staff in lost potential bonus payments. Looks briefly at attempts made by others to analyse complaints effectively and relates this experience to the Cowie Group situation. Concludes by proposing further research to investigate development of an appropriate quality cost model for the Cowie Group and whether or not this results in the desired improvement in staff attitude.
Investing in people: a perspective from Northern Ireland tourism ‐ part 2
Authors: O’Neill Martin A.
Published: July 2002

Part 1 appeared in Managing Service Quality, Vol. 6 No. 4. Here discusses the value and application of the Investors In People initiative, its background and application as a means of improving people and people skills within (particularly) service operations. Outlines key principles of the IIP award, and the criteria for achieving the standards required. Moves on to the Northern Ireland hospitality sector for an application example, and considers survey results comparing customer perceptions of quality (based on the SERVQUAL model) from two hotels, one with IIP status and one without. Concludes that IIP is a worthwhile tool for the advancement of the sector.
A quality systems model for the management of quality in NSW schools
Authors: Berry Geoff
Published: July 2002

Outlines a model for the development of quality systems in New South Wales schools. Also considers quality assurance as a means of auditing such a system and the role of leadership in the development of such systems. Looks into the nature of quality systems and international quality standards. Notes the problems and challenges inherent in the introduction of a quality system concept into schools and suggests further research to look into leadership factors and training required to support such an introduction.
Learning about service quality
Authors: Smith Peter A.C. , Peters John
Published: July 2002

Presents a methodology for the design of a learning approach to service quality improvement. Considers the strengths of “action learning”, noting some of the major companies which have utilized this approach, including the British Airports Authority and AT&T. Looks at a typical action learning program which involves aspects such as tackling real problems and working in small groups or “sets”, and notes benefits such as the fact that the programs can be designed to suit the organization and that the brightest people in the company can be challenged to solve critical problems.
Creating a customer‐focused culture: some practical frameworks and tools
Authors: Macaulay Steve , Clark Graham
Published: July 2002

Many companies have customer service departments which act as a barrier between the company and the customer. Is customer service represented at the top? How credible is a customer satisfaction index? What effect does this have on customer service? This article discusses a tool for assessing the degree of customer focus within an organization’s culture and provides a series of checklist questions.
End‐user training in the service industry
Authors: Gupta Atul , Sadowski Susan T.
Published: July 2002

This survey research explores the key variables of top management involvement for an effective end‐user training program. Out of the seven variables: top management belief, a discussion of operating functions, a discussion of the development of the training program, funding commitment, the setting of priorities, a written plan, and progress monitoring, only three (funding commitment, a written plan, and progress monitoring) were statistically significant. The research results provide guidelines for top management of organizations with end‐user training programs and recommendations for further study in top management involvement in end‐user training programs.
Part‐time employees in food retailing
Authors: Browell Sue , Ivers Rebecca
Published: July 2002

This article considers the reasons why food retailers currently employ predominantly part‐time staff from the employers’ perspective based on both primary and secondary research. It examines the reasons and considers the differences between part‐time and full‐time staff in terms of ratio, equal treatment and capacity in which part‐time staff are employed. The impact of new legislation is briefly reviewed. Lessons from the food retail industry, where flexibility in terms of part‐time staff has been commonplace for many years, can be applied to other sectors and employment practices in general.
Service quality in the US airline industry: progress and problems
Authors: Rhoades Dawna L. , Waguespack Blaise , Treudt Eric
Published: July 2002

After over a decade of cost cutting, US airlines are turning their attention to issues of quality. This study examined the service quality of 26 US airlines for the period 1987‐1996 using data from the Department of Transportation’s Air Travel Consumer Report. The results indicate that there has been improvement in the service quality of the industry overall, although most of it occurred during the early part of this study. Further, there are significant differences between the service quality of major and regional airlines. Regional airlines performed much worse on all measures of service quality.
Analysing employee attitudes towards ISO certification
Authors: Koo Hannah , Koo L.C. , Tao Fredrick K.C.
Published: July 2002

Employee attitude has often been neglected in most quality endeavors. Both consultants and management hurry to get the project done and omit to measure and manage the soft aspects of the event. The task‐orientation approach should be augmented by the people elements. This article illustrates how a company in Hong Kong applied a longitudinal employee attitude survey as a monitoring tool in its journey towards acquiring the ISO certificate. Quality success drivers were found to be the key determinants for the perceived strengths of the company.
The qualities of successful people
Authors: Tschohl John
Published: July 2002

Successful people are self‐motivated people. If you want to be successful, you must enjoy what you do and empower yourself to do it exceptionally well. Your work, and your life, is what you make it. Successful people share many characteristics. They are constantly learning how to do their jobs better and take responsibility for their own training in order to do so. They empower themselves, are self‐motivated, and take control of their lives, rather than waiting for someone else to lead them down the path to success. The first step, is to set a goal, then develop a plan to achieve that goal. The plan should include what you need to know to do your job better and to make yourself more promotable. Then look for training programs that will help you develop the skills necessary to succeed and to reach that goal. Take advantage of company training programs, if possible, but also look outside the company, including colleges, universities and vocation‐technical schools, and home study courses.
Performance measurement in government services
Authors: Parkan Celik
Published: July 2002

Summarizes a study that was carried out on behalf of a government department in Hong Kong, which provides service to public facilities. The department’s overall performance and the performance of its key divisions were examined as part of an investigation to determine whether they were in a position to compete with the private sector when the government ended the department’s monopoly in this particular sector. The department’s performance profile for a period of 16 months was constructed and the performances of two key divisions were compared. All performance measurements were made using a recent method called operational competitiveness rating (OCRA) analysis.
Better safe than service? The relationship between service and safety quality in the US airline industry
Authors: Rhoades Dawna L. , Waguespack Blaise
Published: July 2002

The public perception is that service quality among US airlines has declined significantly since deregulation, however, there is debate among experts on the effect of deregulation on safety quality. While the experts debate, the public is left with few guidelines on the safety quality of the carriers that they fly. This study examined both the service and safety quality of the major US airlines. We were interested in the interrelationship between these two areas of overall quality since consumers are generally better able to judge the service quality of airlines. The results indicate that safety quality as a whole and for individual airlines is consistently higher than service quality levels. With the exception of one year during the study, the service level of the major carrier was not significantly related to its level of safety quality, making service quality a poor indicator of safety quality for this group of carriers.
Numerical simulation of the performance of a vortex controlled diffuser in low Reynolds number regime
Authors: Chakrabarti S. , Ray S. , Sarkar A.
Published: July 2002

In this paper, the performance simulation of a vortex controlled diffuser (VCD) has been carried out in low Reynolds number regime. The two‐dimensional steady differential equations for conservation of mass and momentum has been solved for the Reynolds number ranging from 20 to 100, aspect ratio for 2 and 4, and bleed fraction for 2 per cent, 5 per cent and 10 per cent. The effect of each variable on the diffuser efficiency and the stagnation pressure has been studied in detail. From the study, it has been revealed that when the bleed is incorporated, the VCD behaves in a completely different manner from that of a sudden expansion as far as the variation of total pressure along the diffuser is concerned. For a given Reynolds number and aspect ratio, the diffuser efficiency has been noted to be increasing with increase in bleed fraction. VCD with an area ratio of around two has been found to be most suitable. The top corner has been noted to be the most desirable location of the bleed slot for the best performance of the VCD for the considered Reynolds number regime.
Numerical simulation for viscous free‐surface flows for reverse roller‐coating
Authors: Chandio M.S. , Webster M.F.
Published: July 2002

This article is concerned with the numerical simulation of a reverse roller‐coating process, which involves the computation of Newtonian viscous incompressible flows with free‐surfaces. A numerical scheme is applied of a transient finite element form, a semi‐implicit Taylor‐Galerkin/pressurecorrection algorithm. For free‐surface prediction, we use kinematic boundary adjustment with a mesh‐stretching algorithm. In the present work, an alloy sheet (foil) passes over a large roller and then a smaller applicator roller, which provides the in‐feed. In combination, the applicator roller, the foil and the fluid form part of the underside coating mechanism. The aim of this study is to investigate fundamental aspects of the process, to ultimately address typical coating instabilities. These may take the form of chatter and starvation. A uniform coating thickness is the desired objective. A mathematical model is derived to describe the solvent coating applied to the underside of the sheet, assuming that the lacquer is a Newtonian fluid. In particular, the work has concentrated on the flow patterns that result and a parameter sensitivity analysis covering the appropriate operating windows of applied conditions. Effects of independent variation in roll‐speed and foil‐speed are investigated, to find that maxima in pressure, lift and drag arise at the nip and are influenced in a linear fashion.
Training the trainer at Coral
Authors: Mangham Greg
Published: July 2002

Investigates the three‐year trainer and team development initiative
at Coral, the bookmaker, intended to support the company′s launch of a
new brand and image. Concludes that training of people is fundamental to
efficiency and progress, with responsibility for this being with both
the line manager and the members of staff. Gives a list of the corporate
benefits.
Analysing the competence requirements of managers
Authors: Dingle John
Published: July 2002

Describe a methodology for analysing competence requirements and
pinpointing competence enhancements, together with the appropriate
training media, which is applicable to all management and technical
specialist functions. Argues that the methodology may be integrated with
corporate career planning for professionals, and provides a
cost‐effective tool for corporate human resource management. Concludes
that continual professional development needs to be incorporated in the
human resource development policy in order for business organizations to
face the challenge of business change successfully.
Design for Producibility in Swedish Manufacturing Industries
Authors: Carlsson Matts , Egan Michael
Published: July 2002

Describes how several analyses of ease of production have been carried out in Swedish companies. The results concerning the possibilities of rationalization are clearly positive. However, the companies investigated have themselves only, to a very limited extent, assimilated the knowledge of or implemented the DFP methods. In the investigation reported on, the most important causes of this situation are described. Also discusses the need for additional studies within the area.
The product data management market
Authors: Gott Brian
Published: July 2002

Clarifies issues relating to product data management (PDM) since a
survey of 600 European manufacturing company managers placed it at the
top of the list for computer technology investment. Discusses the
acceleration in PDM technology since 1993. Highlights the key
differences between PDM and other computer‐aided technologies.
Managing innovation and risk
Authors: Lee‐Mortimer Andrew
Published: July 2002

Many companies still do not innovate to match customers′ needs.
Suggests that to achieve competitive advantage a product innovation
matrix should be developed to help marketing and technology staff to
think in terms of innovation for the customer. Risks need to be managed
from the beginning by identifying them, assessing their likelihood and
possible impact, and preparing an overall action plan to deal with them.
Suggests several prerequisites to make innovation safer and faster.
Outlines various tools and techniques which have been used by other
companies for effective innovation. Also gives various examples of the
trends towards R&D outsourcing.
Women’s business: the flexible alternative workstyle for women
Authors: Still Leonie V. , Timms Wendy
Published: July 2002

Women’s participation in the small business sector is a growing phenomenon worldwide. While considerable research has been conducted into the reasons why women enter small business and their penchant for operating solo operations or micro businesses (up to five employees) less is known about the heterogeneous nature of women in small business and the reasons behind their “failure” to “grow” their businesses. The research reported here concerns a major study into the status of women in small business in Australia. Apart from examining barriers which may prevent women from expanding their businesses the findings address a new paradigm of women in small business. This paradigm captures the multiple trajectories that women follow in their businesses the type of businesses that they operate and their relation to the stages of a woman’s/business life cycle. The findings hold important implications for policy makers who are attempting to devise programmes to assist this growing segment of the small business sector.
Workplace flexibility: reconciling the needs of employers and employees
Authors: Sheridan Alison , Conway Lou
Published: July 2002

The rapid expansion in part‐time employment in Australia over the past two decades has largely been driven by organisations’ desire to achieve numerical and functional flexibility (the business case for flexibility) rather than a desire to assist employees balance work and family responsibilities (the equal opportunities case for flexibility). Argues that the differences between the business and equal opportunities discourses surrounding flexibility result in significant problems for both employees and organisations – problems that limit the growth of the individual and the organisation. For part‐time employment to be an effective organisational strategy, it is critical that the human resource management (HRM) role actively negotiate between the different needs of employers and employees. This will entail making both parties’ needs explicit, acknowledging the differences between their needs and directing efforts towards constructing outcomes that are mutually satisfying.
Mentoring and Networking for Women Educators
Authors: Catherine Ehrich Lisa
Published: July 2002

The importance of mentoring and networking for women in management and
administration has been identified in recent articles in Women in
Management Review. Contributes to the growing body of literature in this
area by examining some of the different sources of mentoring and kinds
of networks available to women educators who are aspiring to higher
educational administration posts in Australian Government schools.
Argues that it is much easier for male teachers and male educational
administrators to access power through mentoring and networking than it
is for female teachers and female educational administrators because
mentoring and networking have both been traditionally male dominated
practices.