bluuebunny/crossref_metadata_2025 huggingface dataset:
Smart community networks: self‐directed team effectiveness in action
Authors: Albert Sylvie R. , Fetzer Ronald C.
Published: January 2007

Purpose

The purpose of this research paper is to study the governance of smart/intelligent community projects through an analysis of the level of team effectiveness of collaborative telecommunication networks.

Design/methodology/approach

The research is based on a census of all Canadian smart community projects. A high‐performance team effectiveness instrument identified, through a performance score, whether smart community teams (board of directors or steering committees) are functioning as high‐performance teams. A total of 76 networks were found and 28 responded. Each network is managed by three to nine board members and therefore the researcher received 72 valid questionnaires.

Findings

Teams, in highly innovative and transformational environments, and involving a variety of community stakeholders, face more challenges in their ability to perform as a high‐performance team. They tend to perform reasonably well in assigning roles and goals, but are having more difficulty managing feedback, establishing a good structure, solving problems and managing relationships.

Practical implications

Smart/intelligent communities are reuniting several organizations to improve their community or region in social and economic terms. Their level of effectiveness could impact the achievement of group goals and thus impact all citizens within their geographic area.

Originality/value

The research provides additional information on the weaknesses that smart/intelligent communities are facing in managing their teams, which could lead to better solutions for network governance and collaboration within a multi‐organizational structure.
Improving team performance using repertory grids
Authors: Boyle Todd A.
Published: January 2007

Purpose

This paper seeks to explore how repertory grids can be used to address IT team performance issues. The technique is introduced along with the process of creating and analyzing repertory grid data.

Design/methodology/approach

To explore the application of the repertory grid technique to team performance issues. An example focused on eliciting the essential soft skills needed by programmers to effectively interact with IT team members is illustrated.

Research limitations/implications

To researchers, the main benefit of this paper is that it introduces a technique that is easy to use, enables the researcher to easily determine the relationship between constructs, is free from researcher bias, and can be applied to a wide variety of team‐related research studies.

Practical implications

This research presents a means by which human resource managers, hiring personnel, and team leaders can easily determine essential skills needed on the IT teams of the organization, thereby deriving a “wish list” from key IT groups as to the desired non‐technical characteFristics of potential new team members.

Originality/value

Shows how repertory grids can be used to address IT team performance issues.
Generation X: acceptance of others and teamwork implications
Authors: Yrle Augusta C. , Hartman Sandra J. , Payne Dinah M.
Published: January 2007

Purpose

Seeks to conduct serious academic study of the Generation X phenomenon.

Design/methodology/approach

Considers how the literature (primarily the popular press) has viewed the contrast between Generation X and its predecessor, the Baby Boomer generation. Uses Fey's acceptance of others scale to consider what differences may exist between these individuals and those who preceded them.

Findings

The popular literature and anecdotal evidence from practicing managers hold that the impact of a new, radically different generation, often referred to as Generation X, is just now beginning to be felt in US organizations as well as in society as a whole. Many observations and informal reports from practicing managers describe how different the “new breed” of employees is and how difficult they are to manage. Finds that issues of trust and independence surface repeatedly. Interprets the results as providing some evidence that generational differences may exist.

Research limitations/implications

Considerable future research will be required to clarify the extensiveness of the differences and their significance.

Originality/value

Considers the impact of a radically different generation on US organizations and on society as a whole.
The complexity of leading
Authors: Rabey Gordon
Published: January 2007

Purpose

With an awareness that the literature is replete with material on leadership, and accepting that the exercise of it is seen as a finger‐post towards personal success, this study aims to establish that one should still recognise that leadership is multi‐faceted, that it is both situational and transient, and that it is only one of the core skills needed by those holding in‐charge positions.

Design/methodology/approach

To consider leadership in a variety of positions and to see both the potential and the limitations arising from and imposed by other factors which can and do influence performance.

Findings

It is not always recognised that the outcomes of leadership action are seldom predictable, that individuals may respond quite differently from the expectations of their performance, and that if the occasion so warrants the influence of the leadership role may be replaced by the authority of management – with the one in charge demonstrating competency in both roles.

Research limitations/implications

Influence arises from many sources and at all levels, it is episodic rather than a constant, and is demonstrated more frequently by those in positions of responsibility. In the latter it shows itself in leadership and in the individual motivation and group morale of the led. In the context of a in loco parentis similarity: managing and leading are conjoined in the persona of the one in charge.

Originality/value

To gain value in one's own environs it is suggested that salient points be the subject of ongoing discussion.
Posterior probabilities of causal factors leading to unairworthy dispatch after maintenance
Authors: Patankar Manoj S. , Taylor James C.
Published: January 2007

ASRS maintenance reports from 1996 through 2000 (n = 937) were subjected to posterior probability analysis to determine the probability of causal factors leading to a specific maintenance‐related event. Unintentional release of an unairworthy aircraft into revenue service was found to be the most frequent maintenance‐related event (40 per cent). The top three maintenance errors leading to such an event were improper documentation (33 per cent), improper installation (27 per cent), and sign‐off of work not performed (13 per cent). The probabilities of certain causal factors responsible for each of the maintenance errors were as follows: (a) For documentation errors – lack of awareness (22 per cent), poor procedures (15 per cent), and lack of training (4 per cent); (b) For improper installation – complacency (21 per cent), lack of awareness (21 per cent), and poor procedures (15 per cent); and (c) For sign‐off of work not performed – maintenance management (27 per cent), complacency (21 per cent), and poor procedures (14 per cent).
A random shock model for a continuously deteriorating system
Authors: Eun Lim Kyung , Seon Baek Jee , Yong Lee Eui
Published: January 2007

Purpose

A random shock model for a system whose state deteriorates continuously is introduced and stochastically analyzed. It is assumed in the model that the state of the system follows a Brownian motion with negative drift and is also subject to random shocks. A repairman arrives at the system according to a Poisson process and repairs the system if the state has been below a threshold since the last repair.

Design/methodology/approach

Kolmogorov's forward differential equation is adopted together with a renewal argument to analyze the model stochastically. The renewal reward theorem is used to obtain the long‐run average cost per unit time.

Findings

An explicit expression is deduced for the stationary distribution of the state of the system. After assigning several costs to the system, an optimization is also studied as an example.

Practical implications

The present model can be used to manage a complex system whose state deteriorates both continuously and jumpwise due to the continuous wear and random shocks, such as a machine and a production line in a factory. The model can also be applied to an inventory which supplies the stock both continuously and jumpwise, such as a gas station and the distribution center for a franchise, if the continuous wear and random shocks are considered as demands for the stock.

Originality/value

The present model is quite complicate, however, more realistic than the previous models where the state of the system is subject to either one of continuous wear and random shocks.
Failure rate prediction with artificial neural networks
Authors: Bevilacqua Maurizio , Braglia Marcello , Frosolini Marco , Montanari Roberto
Published: January 2007

Purpose

To suggest that a multi layer perception based artificial neural network (MLP‐ANN) is a practical instrument to evaluate the expected failure rates of 143 centrifugal pumps used in an oil refinery plant.

Design/methodology/approach

A MLP is adopted to weigh up the correlation existing among the failure rates and the several different operating conditions which have some influence in the occurrence.

Findings

During the training phase, it is possible to discriminate among those variables closely significant for the final outcome and those which can be kept off from the analysis. In particular, the neural network automatically calculates and classifies the centrifugal pumps in terms of both the failure probability and its variability degree, giving a better analysis instrument to take decisions and to justify them, in order to optimise and fully support an eventual preventive maintenance (PM) program.

Originality/value

Aids in decision‐making to reduce the necessity of reactive maintenance activities and to simplify the planning of PM ones.
Wear characterization by fractal mathematics for quality improvement of machine
Authors: Ghosh S. , Sarkar B. , Saha J.
Published: January 2007

Purpose

The objective of the present work is to find an alternative approach for gearbox condition monitoring using wear particle characterization incorporated with image vision systems.

Design/methodology/approach

It is a quite well‐known phenomenon that wear generates whenever two metallic bodies have contact with each; other hence the present work tries to investigate the effect of improper lubrication in the gearbox due to wear particle generation between gear wheels. Since the identification of wear for machine condition monitoring needs much expertise knowledge and is time‐consuming using the conventional process, fractal mathematics with image morphological analysis has been utilized to overcome this situation in the present work.

Findings

The type of wear has been found for the present method by utilizing the lubricant used in the system ferrographically and a great deal of image processing has been done to characterize the type of particle so that the proper maintenance strategy can be undertaken.

Originality/value

Wear particle characterization is a quite common method in maintenance engineering, especially when fault diagnosis of any equipment is concerned. In the present work, the CCD acquisition of the images has been done for different particles, but one analysis amongst them has been shown in this paper. Among all other methodologies, the new technique of fractal mathematics has been used in the present work to minimize the imaging hazards and to make the system more user‐friendly.
Expert system for aircraft maintenance services industry
Authors: Cheung Angus , Ip W.H. , Lu Dawei
Published: January 2007

Purpose

The purpose of this study is to propose an approach to facilitate the allocation of labor resources, which is a complex and fuzzy problem in nature existing in the aircraft maintenance services industry. On the other hand, the shortage of experienced and qualified engineers makes the labor allocation process even more difficult.

Design/methodology/approach

Various approaches can be used to solve this personnel‐planning problem: mathematical programming is the common modeling approach; however, it is found to be inappropriate where there are many intangible factors. The other approach is analytical hierarchy process (AHP), a decision support method which can facilitate labor allocation. In this paper, the authors propose a decision support system with fuzzy AHP in weighing the importance of different intangible criteria; an extent analysis approach is used to overcome the uncertainty of subjective perception.

Findings

In the allocation of labor resources, the personnel plans have to consider the aviation authority regulations and safety laws, qualification of the employees and customers' requirements, as well as other intangible variables. The analysis results have shown that the fuzzy AHP approach‐based system provides better resource management and higher productivity for the aircraft industry.

Originality/value

Since limited studies have been found to be concentrated on manpower allocation problems in the aircraft maintenance industry, this study can provide important findings and references to the academicians and practitioners in the related areas.
Rapid prototyping and industrial design practice: can haptic feedback modelling provide the missing tactile link?
Authors: Evans Mark A.
Published: January 2007

Purpose

To investigate the potential to employ tactile form‐shaping as a prerequisite to the production of physical industrial design models by rapid prototyping.

Design/methodology/approach

Using a haptic feedback device to allow the designer to “feel” 3D virtual geometry as part of the evaluation and sculpting process. To maintain a close association with professional practice, this was undertaken as part of a product design case study in which a haptic feedback/rapid prototyping strategy was compared and contrasted with the more traditional workshop‐based shaping of Styrofoam by hand.

Findings

The use of a haptic feedback device facilitated the production of rapid prototype components that had been defined through feel and sculpting, albeit prior to the build process. Despite shortcomings in the ability to replicate activities undertaken in a workshop environment, other creative opportunities emerged that could not have effectively been produced using any other methods.

Research limitations/implications

Whilst based on generic industrial design methods, the findings are drawn from only one case study.

Practical implications

A useful evaluation for those wishing to undertake further research into haptic feedback modelling or employ such a system during professional practice.

Originality/value

The study moves forward the debate into the merits and application of virtual and physical modelling techniques and provides useful case study evidence of direct comparison.
Evaluation of 3D printing for dies in low volume forging of 7075 aluminum helicopter parts
Authors: Shivpuri R. , Cheng X. , Agarwal K. , Babu S.
Published: January 2007

Purpose

To investigate the ProMetal 3D printing technique for its application to dies, for low volume hot forging of 7075 aluminum helicopter parts.

Design/methodology/approach

Thermo‐mechanical and tribological behavior of the ProMetal 3D printed tools were characterized by hot upset and ring tests. Finite element simulations of the test application were conducted using special purpose metal forming simulation software FORGE3. Results obtained from the tests along with finite element analysis were used to validate behavior of the printed dies during forging trials.

Findings

ProMetal‐printed materials exhibited relatively low thermal conductivity and high friction. Cavities were printed, machined and evaluated in hot forging trials. Dies exhibited substantial settling during the manufacturing (3D printing) process. Some collapse of dies was also observed at locations where forging pressures were high.

Practical implications

After initial plastic settling, the printed dies provide satisfactory part tolerance for die temperatures and pressures up to 338°C and 689 MPa, respectively. Low thermal conductivity observed indicate a potential to forge aluminum with cooler dies. Coating or secondary polishing is necessary to achieve acceptable surface finish for forging of aluminum.

Originality/value

This paper demonstrates a need in RP industry to methodically match capabilities of the rapid prototyping process to the needs of the intended application through the use of finite element method and some fundamental characterization.
Corporate self‐presentation on the WWW
Authors: Pollach Irene
Published: January 2007

Purpose

The purpose of this paper is to identify starting points for improving corporate self‐presentation on the world wide web (WWW) by enhancing site usability, message credibility, and information utility.

Design/methodology/approach

Content analysis, quantitative linguistic analysis and discourse analysis were used to examine the “About Us” sections of 20 well‐known corporate web sites.

Findings

The findings suggest that companies recognise the challenges provided by WWW‐mediated communication but fail to respond adequately. The companies could enhance their web sites by adopting a more user‐centred approach, constructing more convincing arguments and raising the level of interactivity in order to present their audiences with more relevant information.

Research limitations/implications

The findings of this study are limited by the fast‐paced nature of the internet. The content and structure of the pages may have changed substantially since the research was conducted.

Practical implications

Companies need to pay more attention to the fact that the WWW as a pull medium empowers users to choose the material they want to be exposed to. Therefore, companies need to make more efforts to entice users to see material they would otherwise not choose to see.

Originality/value

In view of the small body of qualitative research on corporate web sites, particularly regarding the use of language, the challenges of corporate web communication and the responses identified may provide a framework for future research, e.g. for longitudinal studies. Practitioners may use the findings to redesign the content and structure of corporate web sites.
Integrated internal communications: a multidisciplinary perspective
Authors: Kalla Hanna K.
Published: January 2007

Purpose

This article's purpose is to explore the multidisciplinary nature of internal communications, and argue that an integrated approach to internal communications is beneficial when assessing knowledge sharing in organisations.

Design/methodology/approach

This article presents a review of relevant current literature, and explores the issue through qualitative interview data from a world‐leading multinational companies (MNC).

Findings

The empirical data provide support for the integrated view, and also enhance our understanding of knowledge sharing as an important and strategic function of integrated internal communications.

Originality/value

The integrated perspective here contributes to the understanding of internal communications in two ways. First, it draws from the domains of business, management, corporate, and organisational communication, which together incorporate both practical and theoretical knowledge. Second, it includes all formal and informal communication that take place inside an organisation.
Managing indigenous relations
Authors: Evuleocha Stevina U.
Published: January 2007

Purpose

The purpose of this paper is to examine how shadow constituents are redefining corporate social responsibility (CSR) through activism, and how oil companies in Nigeria are responding to this development.

Design/methodology/approach

This paper contributes to the conceptual framework of CSR which asserts that whereas all stakeholders of a company do not have an equal say in its strategic direction, they are affected by such direction, and must hence be considered.

Findings

The findings reveal these points: activists are gaining a strong foothold in forcing oil companies to cooperate with their vision of social change; Nigeria lacks legislation compelling oil companies to contribute to the development of their host communities; and although internal oil company documents suggest efforts to help their hosts communities have been made, no meaningful agreement between the oil companies and the indigenous communities have been reached.

Research limitations/implications

The paper encourages a broader conception of CSR. Shadow constituents have become such influence wielding stakeholders in organizations today that we need to explore more fully the role they play in dictating public agenda and influencing policy globally.

Practical implications

Multinational corporations can develop a better understanding of strategies and techniques that can enable them to balance the interests of a wider group of stakeholders and manage the interconnected social, environmental and economic impacts of their businesses.

Originality/value

This paper enriches the research database on CSR.
A product driven approach to manufacturing supply chain selection
Authors: Huang Samuel H. , Uppal Mohit , Shi J.
Published: January 2007

A supply chain consists of suppliers, manufacturers, distributors, and customers, all linked together with a forward flow of material and backward flow of information. It encompasses all activities associated with the flow and transformation of goods from raw material extraction through end use. Supply chain management is the integration of critical aspects of strategy formulation, marketing, operations, and distribution. A critical aspect of supply chain management is the selection of an appropriate type of supply chain to achieve optimal performance. This paper classifies manufacturing supply chains into three types; namely, lean, agile, and hybrid. The characteristics of these supply chains are presented. It is proposed that the selection of an appropriate type of supply chain should be driven by the characteristic of product an organization is manufacturing. A model is then developed and implemented to assist organizations in supply chain selection.
Competition through collaboration: insights from an initiative in the Turkish textile supply chain
Authors: Cetindamar Dilek , Çatay Bülent , Serdar Basmaci O.
Published: January 2007

Purpose

To gain an understanding of the benefits, bridges, and barriers associated with supply chain collaboration.

Design/methodology/approach

Insights from extensive field research of a successful collaboration example in the Turkish dyeing and finishing industry.

Findings

The competition among firms is increasingly shifting from company vs company to supply chain vs supply chain. The insights obtained from the collaborative model in this textile supply chain provide a good understanding of the benefits, bridges, and barriers associated with supply chain collaboration. Benefits can be grouped as customer‐oriented benefits, productivity benefits, and innovation related benefits. Factors supporting collaboration are observed as trust, common goals for cooperation, and existence of cooperation mechanisms, while barriers are related to three factors: lack of trust, risk‐benefit evaluation, and lack of common goals for cooperation.

Research limitations/implications

Findings are based on interviews and questionnaires conducted with the managers of 3T, 30 dyeing and finishing firms (ten are partners) and six technology‐supplying partner firms, from various regions in Turkey.

Practical implications

Highlights the importance of trust and collaboration mechanisms in managing collaborations. As the case of 3T in the dyeing and finishing industry shows, collaborations might significantly contribute to the competitiveness of textile firms.

Originality/value

This paper presents a successful collaboration model in creating new technologies and products by bringing the resources of competing partners together. This collaboration might be a tool for firms in developing countries to become competitive in their respective industries at the global level.
Intelligent matching: integrating efficiencies in the financial supply chain
Authors: Fairchild Alea
Published: January 2007

Purpose

The purpose of this paper is to develop a better understanding of supply chain management in the financial services industry by examining information flow in improving efficiencies (i.e. material, information, capital, etc.) via intelligent matching.

Design/methodology/approach

The objective was to address the issues specific to financial services organizations in intelligent matching, examining organizational, technological and application aspects. In order to address these issues, we have utilized an exploratory research methodology, based on a literature review and some initial case studies.

Findings

Drivers for intelligent matching solutions have been suggested in this research to include the ability to link financial matching activities to other supply chain activities. Further integration of business processes, both within and between enterprises, will require both human and computational intelligence to approach efficiencies in automation.

Research limitations/implications

Supply chain efficiencies enabled by financial products and information give organizations greater visibility over their receivables, working capital needs, and overall financial position. Limitations of this research include a small sampling of case studies; future research will include a wider scope of cases as to test the findings.

Practical implications

Interoperability of information between the physical movement of goods and financial information within supply chains is key to realizing cost‐reduction and revenue‐enhancement advantages.

Originality/value

This paper discusses a potential area for extending our understanding of supply chains and the role of information flow in improving efficiencies, especially in the financial services industry.
Buyer‐seller relationships in the PCB industry
Authors: Theng Lau Geok , Goh Mark
Published: January 2007

Purpose

Prior research has suggested that the key to industrial purchasing success lies in the time development and maintenance of long‐term relationships between buyers and sellers. Good relational exchanges can lead to higher product quality and better coordination with the suppliers. As such, the purpose of this article is to explain how the change of these relationships over time is critical to successful purchasing, especially in understanding the factors that influence the relational change.

Design/methodology/approach

Three mini case studies are presented as an attempt to capture the subtle development of buyer‐seller relationships in the Asian printed circuit board industry. The approach used in this paper is to treat the relationship development as a process through time using Ford's model from 1980. Ford's model is appropriate as it allows the examination of time effects in relationships, factors influencing the change and the implications of having close linkages.

Findings

Initial results suggest that technological, social, time and actual distances, other than the quality of the relationships, can impact relationship development.

Originality/value

The results of this study suggest that buyers should consider carefully the influence of the geographical proximity of suppliers. As such, buyers could seek the services of personnel or departments who are more attuned to the supplier's local culture.
Implementation of supply chain management and its impact on the value of firms
Authors: Sridharan Uma V. , Royce Caines W. , Patterson Cheryl C.
Published: January 2007

Purpose

The purpose of this research is to examine the effect of supply chain implementation issues on firm value.

Design/methodology/approach

Using case study methodology, this paper outlines the cases of Hershey and Nike and the impact of supply chain implementation issues on these firms’ value.

Findings

Difficulties in the implementation of supply chain management software designed to maximize firm value, can result in a disruption of a firm's supply chain, causing losses for the firm and a decline in firm value; thereby creating much disappointment for the firm's shareholders. Hence, great care should be taken with the implementation of new SCM solutions.

Research limitations/implications

Future research may be directed at extending this work by examining the changes in the market values of a wide sample of client and provider firms following the implementation of new supply chain solutions.

Practical implications

When modifying a standard supply chain template to suit a customer's requirements, particular care should be used in implementation and provider firms should insist that clients follow the provider's implementation methodology. Complex SCM systems designed to track a multiplicity of product varieties, may lead to difficulties in implementation. Prior to switching to a new SCM system there should be adequate testing to see if the system meets the client's requirements. Premature switching can have disastrous consequences.

Originality/value

This research demonstrates the impact of implementation issues on the effectiveness of SCM technology.
Construction supply chain integration: an elusive goal?
Authors: Briscoe Geoffrey , Dainty Andrew
Published: January 2007

Purpose

To empirically investigate the problems encountered in trying to integrate supply chains in the UK construction industry and to set these problems in the context of the extensive literature on supply chain management and partnering.

Design/methodology/approach

A brief review of current supply chain issues in the construction industry is provided. Three case studies of leading construction clients were carried out and these included public and private organisations from different sectors of the economy, public transport, information and communications technology and vehicle manufacturing. A large number of interviews were conducted with the various clients, their main contractors and key subcontractors and suppliers.

Findings

The findings reveal that the large number of supply chain partners and the significant level of fragmentation limit the levels of integration that are achievable. The interplay of environmental and procurement related factors renders the realisation of truly integrated supply chains very problematic and difficult to achieve. Nevertheless the paper identifies some key principles that do need to be followed if the elusive goal of integration is to be eventually realised.

Research limitations/implications

While the present cases were chosen to be representative, they may not necessarily reflect the experiences of all clients and contractors in the construction industry.

Originality/value

This paper adds another dimension to the extensive body of knowledge that already exists on supply chain integration. In particular, it focuses on construction, a large and important sector of the economy but one that does not receive as much research interest as the manufacturing and distribution sectors.
Supply chain integration and performance: US versus East Asian companies
Authors: Zailani Suhaiza , Rajagopal Premkumar
Published: January 2007

Purpose

Though there is a wide acceptance of the strategic importance of integrating operations with suppliers and customers in the supply chain, many questions remain unanswered about how best to characterize supply chain strategies. Is it more important to link with suppliers, customers, or both? Similarly, little is known about the connections between supplier and customer integration and improved operations performance. This article seeks to investigate supplier and customer integration strategies by comparing US and East Asian companies. It is of paramount interest to find out how these strategies actually differ and affect performance of the companies.

Design/methodology/approach

This was carried out in three phases. In the first phase, a number of operations‐management related journals were skimmed to select about 30 research articles related to supply chain concepts and practices. In the second phase, investigation efforts narrowed down to supply chain management research conducted in East Asia and the USA. In the third phase, comparisons were made between East Asian and US companies' indicators of supply chain integration and performance.

Findings

The need to react to market changes and the critical role of the supply chain in meeting this need, and the potential benefits of integrating the supply chain, can no longer be ignored. This potential, however, will be realized only if the interrelationships among different parts of the supply chain are recognized, and proper alignment is ensured between the design and execution of the company's competitive strategy.

Practical implications

The implications for article findings on future research and practice in the new millennium are considered.

Originality/value

The aim is to recommend these findings to companies which are still at the infancy stage when it comes to supply chain management and integration with customers and suppliers.
Systems thinking ability for supply chain management
Authors: Moon Seong‐Am , Kim Dong‐Jin
Published: January 2007

Purpose

In this study, an attempt is made to explore how individual systems thinking ability impacts on the supply chain.

Design/methodology/approach

The authors used a range of different research methods including surveys, tests, and simulations.

Findings

The results showed that individual systems thinking ability greatly influences the practice of supply chain management.

Originality/value

This study suggests that the rationality of managers in the decision‐making process is good – for the supply chain. To improve the supply chain efficiency with a more realistic solution, inventory and production managers have to make decisions with the systems' thinking ability and the consistency.
The perceived impact of successful outsourcing on customer service management
Authors: Wei Khong Kok
Published: January 2007

Purpose

The purpose of this paper is to examine the perceived impact of outsourcing on customer service management.

Design/methodology/approach

The examination was conducted via a survey on 124 companies in Malaysia. Using the framework from Elmuti, factors manifesting customer service management were regressed on the key factors manifesting successful outsourcing. Hence a model was contrived. Structural equation modelling (SEM) was used to estimate the model.

Findings

The model was able to provide predictive implications on customer service management, given the activities of key factors manifesting successful outsourcing. In other words to improve customer service management, companies could control their outsourcing activities.

Originality/value

This paper offers an approach to measure the effects of multiple independent variables on multiple dependent variables. Using SEM, multivariate analyses were mathematically represented in a single equation. In this equation, companies could holistically compose strategies to optimise their management in customer service.
Mentoring and career development
Authors: Gayle Baugh S. , Sullivan Sherry E.
Published: January 2007

Purpose

This special issue seeks to examine mentoring relationships and offer new perspectives and frameworks, suggesting exciting avenues for future research on mentoring and career development.

Design/methodology/approach

In the last two decades, the workplace has been dramatically transformed. Individuals traditionally had careers entrenched in organizations, relying on the paternalistic firm for career development. Increasingly now, individuals are enacting careers outside organizational boundaries, defining career success on their own terms rather than by the organizational measures of salary and rank. Rapid technological change and globalization have intensified the decoupling of individual careers from organizations, putting more emphasis on individuals for their own career development and creating an even greater need for mentoring.

Findings

Although much research has been done on the impact of mentoring on subjective and objective career success, there are still many unexamined and under‐explored aspects of mentoring. This collection of ten articles tackles some of these areas, providing new insights and offering new avenues for research and practice.

Originality/value

These articles are authored by individuals from a variety of disciplines (e.g. organizational behavior, psychology, health care), and countries (e.g. USA, UK, Nigeria), with each article bringing a unique lens to the study of mentoring and careers. Individually, each article makes a contribution to the better understanding of how mentoring has evolved and is enacted today. Together, this collection of articles provides important insights that it is hoped encourage even further research into the complexities of developmental relationships and their impact on career development.
Sex differences in the perceived importance of mentoring functions
Authors: Levesque Laurie L. , O'Neill Regina M. , Nelson Teresa , Dumas Colette
Published: January 2007

Purpose – To be the first study to consider the difference between men's and women's perceptions of most important mentoring functions. Design/methodology/approach – Survey recipients identified the three most important things that mentors can do for their protégés. Two independent coders categorized the behaviors listed by the 637 respondents. Findings – There was little difference between men's and women's perceptions of important mentoring behaviors. Women more than men reported championing and acceptance and confirmation behaviors to be in what they consider the top three for importance. Additionally, the lists respondents generated under‐represented the mentoring behaviors commonly identified in the extant literature, whereas some of the behaviors most frequently identified are not well represented in the mentoring literature. Research limitations/implications – Respondents were graduates of a top‐tier MBA program, although from multiple years. Future research should examine perceptions of mentoring behaviors by employees with different educational backgrounds and across cultures, particularly to explore perceptions of mentoring behaviors where cultural and gender stereotypes are present. Practical implications – The design of mentoring programs and fostering of cross‐sex mentoring are discussed in lieu of managing protégé expectations and educating mentors about actual expectations versus the expectations they might associate with the other sex. Originality/value – The findings here extend existing research by first asking men and women to generate a list of what they perceive to be the three most important mentoring behaviors and then showing that, for MBAs at least, there is little difference across the sexes.
Exploring mentoring and leadership development in health care organizations
Authors: Scheck McAlearney Ann
Published: January 2007

Purpose

To improve understanding of mentoring and other leadership development practices in health care organizations, focusing on three questions: What has been done? What is being done? What should be done?

Design/methodology/approach

First, 160 key informant interviews explored mentoring and leadership development practices in health care between September 2003 and December 2004. Second, all US hospital chief executives were surveyed between August‐December 2004 (844 respondents) and asked about mentoring and leadership development.

Findings

No interviewed executives and fewer than one‐quarter of chief executive respondents reported participating in formal mentoring programs as a protégé. Nearly one in three executives surveyed reported that a formal mentoring program was available within their organizations; however, only three key informants described programs in existence longer than five years. Issues such as assuring senior leadership support, sustaining budgetary commitment, and dedicating qualified personnel were all reportedly important for health care organizations striving to design and implement mentoring and other leadership development practices.

Research limitations/implications

While limited by a modest response rate within a chief executive population, survey results highlight the importance of mentoring in framing perceptions about leadership development. Future research should attempt to better understand how perspectives guide program development decisions.

Practical implications

By considering opportunities to use mentoring to help employees advance, organizations can build investments in leadership development, ideally helping under‐represented groups to attain higher management ranks.

Originality/value

This paper is among the first to combine qualitative and quantitative methods to explore mentoring and leadership development in health care organizations.
Development networks: literature review and future research
Authors: Molloy Janice C.
Published: January 2007

Purpose– Seeks to highlight an emerging transition in mentoring research, that is, the transition from an exclusive focus on mentoring dyads to an integrative focus on mentoring development networks. Highlights from extant research are discussed as well as considerations for individuals interested in conducting research on development networks.Design/methodology/approach– A range of recently published works (1985‐2005) that aim to define, conceptualize, and test theories regarding development networks was evaluated. The sources included management as well as training and development journals and book chapters.Findings– This article provides information about how the concept of development networks has evolved over the past 20 years. Highlights from empirical research and considerations for future research are discussed.Practical implications– The article is a useful source of information regarding an emerging area of study within the mentoring literature. The paper discusses considerations for practitioners and academics regarding the construction and effectiveness of development networks.Originality/value– This article provides an overview of an emerging mentoring dynamic which is under‐studied. Given that individuals likely utilize development networks in addition to or instead of traditional mentor‐protégé dyads, research on development networks is warranted.
Variation in officer downtime: a review of the research
Authors: Famega Christine N.
Published: January 2007

Purpose

To summarize and compare both the methodology and findings of existing studies of patrol officer workload that have contributed to what is known about “downtime” (time not responding to citizen calls for service), and provide more standardized estimates of downtime for comparison purposes.

Design/methodology/approach

A total of 11 studies of police workload published between 1970 and 2001 that used data collected through either dispatch records or systematic social observations of police officers, and reported information regarding the amount and use of patrol officer downtime, are summarized and compared. The studies report information for 13 different (US) police departments and averages for the 24 departments studied in the Police Services Study (1977). A consistent measure of downtime is estimated for each study.

Findings

A consistent measure of downtime estimated for each study yields more similar results across studies than the originally reported findings suggest. For the studies that used data collected through dispatch records, the average amount of downtime is 70 percent of a patrol officer's shift, for the studies that used systematic social observation data 79 percent. Observations regarding the methodologies and contributions of workload studies are discussed.

Research limitations/implications

Suggested changes in the reporting of future workload study findings would provide more accurate information and facilitate comparisons across studies, benefiting both researchers and police administrators.

Practical implications

These findings suggest patrol officers always have had, and continue to have, a lot of downtime available for restructuring.

Originality/value

Compiles, organizes, and compares information regarding what is known about the amount and use of patrol officer downtime, and suggests researchers and administrators consider approaching the study and use of downtime in new ways.
Addressing the “elephant in the living room”
Authors: Liederbach John
Published: January 2007

Purpose

To present systematic social observation (SSO) data concerning the work routines and citizen interactions of suburban police officers, including a detailed breakdown of how these officers spent time on their shift and the nature in which they interacted with citizens.

Design/methodology/approach

This paper presents systematic social observation.

Findings

In some ways, suburban police officers behave much like other types of officers, especially the manner in which they spend time alone on shift. There appears to be some degree of variability in terms of the nature of police‐citizen encounters both within the observed group of suburban officers and between them and other types of police.

Research limitations/implications

Researchers interested in describing variations in police behavior across agencies should strive to include suburban agencies in their samples, so that it can be investigated whether or not, and to what degree, suburban community structures impact police behavior on the street.

Originality/value

Of value to those involved with, or interested in, variations in police behavior across suburban communities.
Police‐citizen encounters and field citations
Authors: Brown Robert A. , Frank James
Published: January 2007

Purpose

To provide an empirical analysis of what influences police use of field citations (tickets) against citizens in nontraffic and traffic encounters.

Design/methodology/approach

The research was conducted using systematic social observations of police‐citizen encounters in Cincinnati, Ohio, from April 1997 to 1998. Multiple logistic regression models were used to examine the effects of legal and extralegal factors on the dependant variable (receipt of a citation) versus an officer doing nothing or arresting a citizen in nontraffic and traffic encounters.

Findings

Officers appear to be more likely to issue citations, as opposed to doing nothing formal or making an arrest, in traffic encounters. The extant literature's focus on citation issuance being more relevant to police behavior in traffic encounters as opposed to other routine encounters may be appropriate. When the decision rests between issuing a citation or making a full‐custody arrest in traffic encounters, white officers are more likely to arrest than their black counterparts, and black suspects were significantly more likely than Caucasians to be arrested than cited. Race of the officer or the suspect exhibited no significant effect in any of the other models estimated.

Research limitations/implications

The study utilized data collected on police‐citizen interactions from one police agency in one jurisdiction, and the data do not come from a study designed primarily to examine citation outcomes or traffic encounters.

Practical implications

This study would be useful to researchers examining police use of citations, officer behavior in traffic and nontraffic encounters, quantifying law in police‐citizen encounters, and race‐based policing.

Originality/value

This study provides a comprehensive review of the literature, and an empirical analysis, regarding officer decision making as it pertains to the issuing of tickets relative to other police actions (i.e. arrest) in traffic and nontraffic situations.