bluuebunny/crossref_metadata_2025 huggingface dataset:
CIGNA: setting new standards in corporate customer service
Authors: Ferrari Ailie
Published: July 2002

Explains how CIGNA set out to improve the image of its product
provision and customer service. Outlines the historical background and
the decision. Describes how the company went about gaining a clear
understanding of customer requirements by conducting surveys. Goes on to
explain how this information was translated into quality service
provision.
Improving quality in professional service organizations: a review
of the key issues
Authors: Harte H.G. , Dale B.G.
Published: July 2002

Presents a review of the literature on the methods and approaches
for identifying and satisfying customer requirements for professional
service organizations and thereby facilitating a process of continuous
improvement. Finds that putting in place a process of continuous and
company‐wide improvement in professional service organizations is not
easy owing to intangible outputs, high buyer interactions and a lack of
heterogeneity. Points out that the entire client interaction process
requires careful management control and the provision of professional
services which meet the needs and requirements of clients, requires well
developed recruitment, training, internal communications and appropriate
reward and recognition systems.
Mexico’s second bank learns about service in a competitive market
Authors: Taylor Chris
Published: July 2002

Describes how in 1991 the Mexican Government privatized the country’s banking system in order to encourage greater efficiency and competitiveness in the run‐up to the open‐market environment NAFTA (North America Free Trade Agreement) would bring. Bancomer, Mexico’s second most important bank, called in an international firm of management consultants to effect a total re‐engineering process with quality as the goal.
The theory of constraints in services: part 1 ‐ the basics
Authors: Motwani Donald Klein Jaideep , Horowitz Raanan
Published: July 2002

Several authors have investigated and proposed implementation for the theory of constraints philosophy in manufacturing organizations. However, no study has addressed the application of TOC (the theory of constraints) in service organizations. This two‐part article illustrates how TOC can be applied to service and not‐for‐profit organizations. Part 1 explains the basic principles of TOC.
Quality assurance versus the organizational goal ‐ an NHS perspective
Authors: Collingwood Margaret P.
Published: July 2002

Demonstrates that the quality assurance systems and audit techniques presently being applied throughout the NHS have displaced or succeeded the original goals of the service while increasing its bureaucracy and costs.
Customer satisfaction: the Xerox Canada story
Authors: Robinson Susan E.
Published: July 2002

Looks at how Xerox Canada modified the Xerox Corporation’s “Leadership through quality” strategy to focus specifically on customer satisfaction. Traces the development of the corporation from its birth to uncontested market leadership and into the competitive world of today. Notes that the biggest challenge in approaching the quality programme was the attainment of higher levels of customer satisfaction and reports how this was achieved. Concludes that the corporation still has some way to go on the journey to quality.
Avis ‐ where employees take ownership of customer service
Authors: Colyer Lesley
Published: July 2002

Takes Avis as a case example of a company which has empowered its employees to take ownership of customer service by developing high levels of competence, combining knowledge and skill; understanding one’s role in achieving company goals; and responsibility and authority. Looks at Avis’s comprehensive training and development programmes and explains the importance of developing “cathedral” vision. Details six key organization and management processes aligned to the strategy of customer retention through empowerment ‐ goals, practices, rewards, expectation, feedback and modelling ‐ as key to Avis’ success.
Customer focus ‐ a commercial imperative
Authors: Cox George
Published: July 2002

Argues that, underpinning the competitive features in today’s business world ‐ products, quality, price, service, customer base and market access ‐ are four key elements: culture, processes, systems and organization. Discusses each of these elements and advises that to achieve a truly personalized customer focus throughout the whole organization, companies must be prepared to make drastic changes to some or all of these factors.
The UK Quality Award ‐ the 1996 winners and runners‐up
Authors: Taylor Chris
Published: July 2002

Considers the UK Quality Award and its progress since its launch just over three years ago, and reflects on what it has achieved in that time. Provides a profile of the two 1996 winners together with brief notes on the five other short‐listed companies.
Winning customer ownership ‐ the Jaeger service excellence story
Authors: Duffin Doug
Published: July 2002

Fashion retailer Jaeger is an award winner for customer service. Looks at the background of the company, how that led up to a focus on customer satisfaction, and the efforts ‐ including customer profile cards, local marketing, communications programmes, and more ‐ that were made to get to know the customers and their needs and wants better. Finally addresses the issue of “defectors” (former customers) and how the company set about trying to recapture this group. Ends with a number of lessons the company learned.
Keeping it all in focus: the Viyella service story
Authors: Duffin Doug
Published: July 2002

Presents an illustration of a very old lesson ‐ great customer service does pay. Describes the Viyella example, which has been successful primarily because staff were quickly trained to see the value of gaining and retaining customers, of how to avoid “defections” and to understand that every service encounter is an individual one. Above all they learned that keeping a focus on customers means that you are able to retain and develop a profitable customer base ‐ and reap the rewards that this generates. Offers practical examples of what worked at this fashion retail business.
For service to work right, skilled leaders need skills in “followership”
Authors: Townsend Pat , Gebhardt Joan E.
Published: July 2002

One definition of a leader is a person who has followers. Argues that, to be a skilled leader, the role of follower needs to be clearly understood ‐ indeed a good leader should make a good follower _ and that somewhere within this concept is the very basis of teamwork. Using examples from the US military and the world of sport, explains the authors’ understanding of followership in relation to today’s business context, and offers a series of guidelines for effective “followership”.
Practices of excellent companies in the automotive finance industry
Authors: Spina Joseph , Kleiner Brian H.
Published: July 2002

The success of any company depends largely on how well its employees execute the company’s plan of action in an effort to achieve desired objectives. In an effort to secure and retain the most qualified workforce, a company attempts to compile a benefits package that ensures the member of the company is compensated fairly and is provided adequate time off for sickness, vacations, and so forth. Often a company that has the resources to enable it to be generous is faced with problems resulting from abuses that affect morale and distract and often divide teams whose members rely on one another for effective execution of daily tasks. Contends that it is the truly excellent company that can overcome problems such as these and in many cases turn them into positive experiences. However, to do so can prove a great cost to the company, as many of the above problems are not quickly repaired. Illustrates these considerations about company excellence by examples from the automotive finance industry.
Oliver Cromwell and the total quality challenge
Authors: Choppin Jon
Published: July 2002

Presents another fictitious conversation by the author’s two heroes ‐ corporate MD Melvyn Dunrong and his quality consultant Thomas Quentin Makepeace ‐ to illustrate various points about TQM. In this discussion, the example of an old steam railway locomotive is the catalyst to generating an understanding of how companies must be flexible and adapt to changing environments ‐ and especially customers’ changing expectations of product and service quality
Spectrum of quality management implementation grid: development and use
Authors: Dale Barrie G. , Smith Mark
Published: July 2002

Presents the details of a Quality Management Implementation Grid derived from the TQM Adoption Model of Dale and Lascelles (1997). The Grid, which has been developed to fit within an A4 boundary, should be used by Directors and Managers of organizations and business units to diagnose the stage of development of their continuous improvement process against each of seven defined levels of TQM the Grid: root causes of problems, issues being faced, typical organizational behaviours and effective transitional action. The idea is that a manager can consider the details of the problems, issues and behaviour with respect to their business and decide the actions to be taken to move the improvement process forward.
Design for change in a home health agency
Authors: Poirier Elizabeth A. , Moran John W.
Published: July 2002

Notes that home health care is currently in a state of flux as it awaits major changes such as those relating to prospective reimbursements. Focuses on Home Health Care of Greater Newburyport. Looks at the history of this organization and the reasons behind the need to redesign. Considers factors relating to core process redesign. Concludes by outlining positive results of the redesign process.
Quality assuring an Internet‐based service
Authors: Oliver Carol
Published: July 2002

A short case study which discusses the development of a quality assurance system to ISO 9002 standards of an Internet service provider and the issues in so doing. Reviews benefits and barriers. Concludes with a review of lessons learned.
Competing through quality in transport services
Authors: Disney John
Published: July 2002

The public transport industry is one of the most competitive sectors in the UK with airlines, rail and bus operators all facing stiff competition not only from their direct rivals but also from other modes and private transport. The response of customers to improvements in quality of service by bus operators is discussed and evaluated using case studies, and proposals are made for future developments.
Developing a process model for standard setting in local government services
Authors: Brennan Carol , Douglas Alex
Published: July 2002

This paper sets out a process model for standard setting in local government services. It aims to show how service providers can generate standards which are more relevant to their consumers yet can be achieved within the constraints faced by local councils. The model is based on results from research surveys carried out with Scottish local authorities. The research found that key stakeholders can make an important contribution to the process of setting useful standards and that these standards should be published and measured. Feedback on the performance of standards was also considered to be an important way to close the loop on a quality approach to setting standards.
Connecting internal management systems in service organizations
Authors: Karapetrovic Stanislav , Willborn Walter
Published: July 2002

Competing in the global economy demands of service companies to establish well‐designed and implemented internal management systems, according to internationally accepted management standards. ISO 9000 standards for quality and ISO 14000 standards for environmental management represent just two well‐established examples of many such standards to come in the near future. This paper addresses a lingering issue of integrating different internal management systems for synergy purposes. Benefits of developing and integrating management systems are illustrated, followed by a discussion of the system concept in a service context. System dynamics is used to illustrate interrelationships of objectives, resources and processes as main elements of service management systems. Subsequently, a systems approach was applied to restructure the ISO 9001 and ISO 9004‐2 quality assurance/management guidelines for services, as well as ISO 14001/ISO 14004 environmental management standards. Such restructured management systems can then be connected to form an integrated management system, together with ergonomics, financial, health, safety and other systems. Finally, examples of three service organizations that used a systems approach to integrate existing internal management systems are illustrated.
Ontogogy: creatig a growth‐oriented learning environment
Authors: Mink Oscar G.
Published: July 2002

Learning organizations are one of many current buzz words used by persons concerned with the demands faced by all for change ‐ both radical and transformative change and incremental change. At the heart of any change process is the individual. We know from extensive studies in many fields what some of the essential requirements are for creating the conditions for adult learning, and an adult’s subsequent ability to adapt and change. One of the most critical and often overlooked requirements for adult learning is a learning context which is safe and supportive for and of the learned. Trust is also critical along with other essential requirements. Ontogogy is another appeal to examine the context of any learning required related to quality improvement, or any other change of innovation.
Hospitality service quality and the role of performance appraisal
Authors: Cheung Catherine , Law Rob
Published: July 2002

This paper overviews the human resources processes and their relationships with service quality (SQ) and total quality management (TQM) in a hotel setting. More importantly, this research presents a new model for the hospitality SQ measurement that incorporates hotel employees’ performance into the SQ level measurement. This new SQ for customer satisfaction model, in turn, can be integrated directly into the hospitality TQM operation since SQ is a basic component of TQM. This new model prevails over the traditional SQ models on several areas. First, the new model is more comprehensive. Also, the new model reflects the actual SQ situation better. Moreover, the new model fits the TQM concept better as both TQM and staff performance aim at continuous improvement in which the former steers towards continuous improvement of each process whereas the latter directs towards continuous improvement in performance.
Implementing quality initiatives in the human resources department of a hospital: a case study
Authors: Moody David , Motwani Jaideep , Kumar Ashok
Published: July 2002

This paper examines the implementation of the principles of total quality management (TQM), benchmarking, and productivity in the human resource function of a hospital located in the Midwest region of the USA. This case study illustrates how basic efforts made by the human resource director resulted in tremendous saving for the hospital ‐ for example, displaying a small banner helped the hospital save $10,000.
Quality assurance in investment services
Authors: Karapetrovic Stanislav , Willborn Walter
Published: July 2002

Quality assurance is the process of providing confidence that the stated or implied requirements for quality are met. In financial investment services, “quality” is defined as the perception of the investor about achieving satisfactory returns under acceptable and generally accepted risks within a planned time. Investor’s confidence in achieving quality stems from the quality assurance efforts and processes of the investment service provider. In this paper, different types of investment services, from a simple provision of investment information, to a full‐service portfolio management are discussed. Principles of quality assurance in investment services are provided. A realistic portfolio management case indicates that a modern quality management system (ISO 9000) can enhance quality assurance and thus the quality of investment services.
Media relations: powerful tools for achieving service quality
Authors: Wells Barron , Spinks Nelda
Published: July 2002

Two common documents used by management teams in community relations programs aimed at promotion of service quality are news releases (press releases) and pitch letters. News releases make announcements about the organization; whereas, pitch letters seek media coverage for activities of the organization. Another important function in management teams’ public relations efforts is the preparation of corporate annual reports. Also, the advertising activities of an organization contribute greatly to the community image of that organization. Management teams must be aware that news releases, pitch letters, corporate annual reports, and advertisements are vital to their organization’s community image and to the promotion of service quality. This article presents a detailed, “how‐to” examination of these aspects of media relations as tools for management teams in achieving service quality.
Experimental design and computer‐based simulation: a case study with the Royal Navy
Authors: Blosch Marcus , Antony Jiju
Published: July 2002

The Royal Navy’s manpower planning system represents a highly complex queue which aims to provide sufficient manpower to meet both operational and structural commitments. This queue is affected by many variables and therefore it is essential to understand the influence of these variables and also the interactions (if any) among the variables. Experimental design (ED) is a potent technique to accomplish the above objective. As real experimentation was impractical and infeasible, a computer‐based simulation was developed to model the system which needs to be studied. This paper illustrates how computer simulation and experimental design was applied to identify the key risk variables within the manpower planning system at the UK’s Royal Navy.
The volume of fluid method in spherical coordinates
Authors: Janse A.M.C. , Dijk P.E. , Kuipers J.A.M.
Published: July 2002

The volume of fluid (VOF) method is a numerical technique to track the developing free surfaces of liquids in motion. This method can, for example, be applied to compute the liquid flow patterns in a rotating cone reactor. For this application a spherical coordinate system is most suited. The novel derivation of the extended VOF algorithms for this class of applications is presented here. Some practical limitations of this method, that are inherent in the geometry of the described system, are discussed.
Entropy generation due to laminar forced convection flow past a parabolic cylinder
Authors: Haddad O.M. , Abu‐Qudais M. , Abu‐Hijleh B.A/K , Maqableh A.M.
Published: July 2002

This study is focused on the local entropy generation of steady two‐dimensional symmetric flow past a parabolic cylinder in a uniform stream parallel to its axis. The effect of both Reynolds number (Re) and temperature difference between the cylinder wall and the freestream (ΔT) on thermal, viscous, and total entropy generation is investigated for different values of Prandtl number (Pr) and Mach number (Ma). It was found that the thermal entropy generation increased as the temperature difference increased, while the viscous entropy generation decreased as Reynolds number increased. The results also showed that increasing Prandtl number or Mach number increased both the viscous and thermal contributions to the entropy generation.
Influence from numerical noise in the objective function for flow design optimisation
Authors: Burman Jörgen , Rikard Gebart B.
Published: July 2002

The overall pressure drop in an axisymmetric contraction is minimised using two different grid sizes. The transition region was parameterised with only two design variables to make it possible to create surface plots of the objective function in the design space, which were based on 121 CFD calculations for each grid. The coarse grid showed to have significant numerical noise in the objective function while the finer grid had less numerical noise. The optimisation was performed with two methods, a Response Surface Model (RSM) and a gradient‐based method (the Method of Feasible Directions) to study the influence from numerical noise. Both optimisation methods were able to find the global optimum with the two different grid sizes (the search path for the gradient‐based method on the coarse grid was able to avoid the region in the design space containing local minima). However, the RSM needed fewer iterations in reaching the optimum. From a grid convergence study at two points in the design space the level of noise appeared to be sufficiently low, when the relative step size is 10–4 for the finite difference calculations, to not influence the convergence if the errors are below 5 per cent for this contraction geometry.
Optimal control of radiating panels via sequential quadratic programming
Authors: Patlashenko Igor , Givoli Dan
Published: July 2002

The optimal control of the steady‐state temperature distribution in radiating panels using control heat sources is considered. The problem has important applications in the thermal control of space structures. A mathematical model leads to an elliptic nonlinear optimal control problem. A numerical optimal control method, based on finite element (FE) discretization and sequential quadratic programming (SQP), is employed. Results are presented for some specific examples.
A calculation procedure with multi‐block iteration and moving mesh for heat and fluid flows in complex time‐dependent geometries
Authors: Lai H. , Yan Y.Y. , Smith J.M.
Published: July 2002

A calculation procedure is proposed for heat and fluid flows in geometries with a time‐dependent boundary. The procedure incorporates a moving mesh arrangement with multi‐block iteration and has been developed to assist future simulations of heat and mass transfer with phase change. The solver for the basic equations is the SIMPLE algorithm with a non‐staggered grid arrangement. The space conservation law is invoked and applied for the explicit tracking of a moving boundary with a moving mesh. For mapping complex geometries a multi‐block iteration strategy is employed. A cubic spline interpolation allows the “uniqueness of zonal boundary” requirement to be met. An interpolation method is also developed for variables near the zone boundaries.The calculation procedure using multi‐block iteration and a moving mesh is applied to three benchmark‐testing problems. The numerical results are in very good general agreement with available experimental data.
What do we believe makes a good manager?
Authors: Carmichael Jan L.
Published: July 2002

Reviews the relatively slow change in attitudes about the characteristics required in management, and explores gender differences in management style. Reports on research to investigate how both “typical” and “good” managers are perceived in terms of characteristics related to masculinity and feminity. Findings suggest that, although managers in general are rated high in masculine characteristics, good managers are rated high both in masculine and feminine characteristics. Discusses results in the context of trends in organizations.
Investing in Training
Authors: Reeve R.C.
Published: July 2002

Examines the importance of training in today′s marketplace, at a
time when a great many examples of technology, tools and techniques are
at the disposal of companies. Investigates the costs of training and
offsets this by examining the benefits. Concludes that companies are
still wasting valuable resources by not properly addressing the
requirements of individuals or organizations. There is an importance in
providing the correct training for the correct person/organization at
the correct time.
Systematic Redesign of a Fire Hose Reel
Authors: Stevens Jacques H.W. , Eijsink Jeroen M.M.
Published: July 2002

Gives an elaboration of the systematic design approach on a
practical level, i.e. the redsign of a fire hose reel. Describes the
redsign process from the problem definition phase to the detail design
phase. Looks at methods and techniques used during the design process
and presents the design results of every phase from design specification
to the relevant details of the new design. These design result have been
used in the frequent communication between the client and the external
engineering bureau Stevens & Van Vreeland. Gives special attention
to the DFA‐method because assembly is a very important aspect (cost
saving) for this product. Analyses and compares the old and new product
using DFA. The advantages were to show explicitly (in terms of costs and
assembly time) the obtained improvements, to optimize details in the new
design and to invent some efficient assembly methods and tools. Finally
shows the achievement of a reduction of assembly costs of approximately
50 percent.
Green Design
Authors: Dowie Tracy
Published: July 2002

Increasing quantities of waste may result in legislation to enforce
the recycling of electrical and electronic products. Gives an
introduction to such legislation and highlights its effects on industry
today. Introduces the principle of the 3Rs, and discusses the way being
done at Manchester Metropolitan University on ways to assess products in
terms of their ease of disassembly and ability to be recycled. Also
contains a case study of two vacuum cleaners which have been examined
recently.
Making the Most of Design
Authors: Lee‐Mortimer Andrew
Published: July 2002

Reports on the International Conference on “Design for
Competitive Advantage – Making the Most of Design”,
organized by the Institution of Mechanical Engineers. Advises that UK
companies need to design and sell more products worldwide in order to
reverse the UK′s economic trend. Details talks from the conference given
by speakers from large manufacturing organizations. Stresses the
importance of the customer; assessing customer needs; providing suitable
products; listening to the customer′s voice and designing products which
fulfil those expressed needs; supporting products through the life
cycle; adopting a world class approach; reducing lead times and being
creative; and how to avoid pirfalls and learn lessons.
The New DFM: Design for Marketability
Authors: Zaccai Gianfranco
Published: July 2002

The principles of design for manufacturability have been embraced
by many corporations as a means towards achieving world class
manufacturing. This, in combination with the tenets of total quality
management (TQM) has become the development strategy of manufacturers
worldwide. Focuses first on the definition of “quality” and
argues that the classical TQM understanding of quality as reliability of performance is no longer sufficient. Suggests that a
redefinition of quality which focuses on the totality of the user
experience is necessary for truly world class products. This development
approach, referred to as “design for marketability”,
requires the five‐step process outlined. Implementation of this strategy
hinges on the assemblage of a multidisciplinary team led by Industrial
Designers. Discusses outsourcing design talent. Concludes with
guidelines for selecting and working with consultant design firms in
implementing the design for marketability strategy.
Top‐down innovation for bottom‐up results
Authors: Zairi Mohamed
Published: July 2002

Assesses managers′ understanding of the term
“innovation” and introduces the changes in the nature of
competition which have affected the traditional idea of innovation.
Provides examples of these changes, e.g. ease of entry into most
markets, wide availability and affordability of technological know‐how;
transfer of technology and expense on a more global basis. Considers the
full meaning of innovation in the 1990s by examining the “three
dimensions of quality model”. Reports on the link between
innovation and bottom‐line results and presents evidence from research
studies. Finally decides what sustaining an innovation culture is
dependent on and what the outcomes could be.
Competing through new product delivery
Authors: Lee‐Mortimer Andrew
Published: July 2002

Regardless of the industry, the changes in the marketplace that are
affecting most companies are the same. Outlines the main points of a
speech by George Stalk of the Boston Consulting Group to the 1994
International Conference on Strategic Manufacturing – the
building‐blocks of corporate strategy are not products and markets but
business processes; and competitive success depends on transforming a
company′s key processes into hard‐to‐imitate strategic capabilities by
providing superior value.
The female labour market in Italy from a historical perspective
Authors: Maione Valeria
Published: July 2002

The paper investigates the evolution of the demand and supply of female labour in Italy from 1959 to date with regard to the number of people employed in the resident population and with regard to the labour force. The article asserts that women’s access to the labour market has been slow and more difficult compared with other European countries. It shows how women have had to adapt to male behavioural patterns in order to penetrate the labour market. Education has played a fundamental role in increasing female participation and the service sector has provided the largest number of job opportunities. The extreme rigidity of the Italian labour market limits the use of part‐time work and other flexible working arrangements. In addition, gender stereotypes, still deeply rooted in Italian society, are responsible for a postponement of a “new labour force creation” and for the under‐representation of women in managerial positions and high level jobs.
Stress and the female retail manager
Authors: Broadbridge Adelina
Published: July 2002

Examines the sources of stress associated with male and female retail managers, a sector recognised as being stressful and where women are more likely than in other occupational sectors to be managers. Self‐completed questionnaires were distributed to males and females at various levels of retail management. The findings confirmed the two research hypotheses: male and female managers reported similar job pressures, in particular from “work overload”, “time pressures and deadlines”, “staff shortages and turnover rates” and “long working hours”. Moreover, female retail managers were more likely than their male counterparts to suffer from additional pressures caused by sex discrimination and prejudice. The outcome of these stressors can contribute to organisational deficiency, ultimately damaging the reputation of the company. Retail companies that successfully tackle the issue of work‐related stress will be better equipped to cope with the price of change within the retail environment.
CEO attitudes toward women managers in corporate Mauritius
Authors: Ramgutty‐Wong Anita
Published: July 2002

A nationwide survey of Mauritian organisations and their managers disclosed the degree of representation of women in managerial ranks, and explored top management attitudes regarding women‐in‐management issues. Analysis revealed that, although only minimal stereotyping of women as managers was openly expressed by senior managers, few measures for the deliberate inclusion and advancement of women into management were identified. Mauritius represents a developmental paradox, being somewhat isolated from the “highly industrialised” world and its advancements in equal opportunity and positive action movements, but also from less developed countries’ close and long‐term associations with aid agencies, which largely include gender mainstreaming programmes. The survey uncovered politically correct women‐manager‐friendly responses in corporate Mauritius, but practically no affirmative action of any sort. Implications include the consideration of the presence of “helpful” agencies in newly industrialising countries, and for a radical increase in multilateral interactions, lest such successful small economies be transformed into victims of their own success.
Women middle managers’ perception of the glass ceiling
Authors: Cooper Jackson Janet
Published: July 2002

Women now represent approximately half of the working population in the USA. In 1996, the US Department of Labor reported that women comprised 44 percent of the total persons employed in executive, administrative and managerial occupations. However, this category is extremely broad, and women are grossly underrepresented at the top executive positions of Fortune 500 corporations. In 1995 the Federal Glass Ceiling Commission produced two reports: the first finding the existence of a glass ceiling; and the second presenting strategic recommendations on what corporations could do to remove or reduce these findings. Explores how women in middle management perceive their career advancement opportunities and what they consider their organizations to be doing to support their advancement. Overall, results suggest that the glass ceiling is still an issue for women within organizations. Finally, the business implications of this are considered.
Attitudes toward women as managers: sex versus culture
Authors: Cordano Mark , Scherer Robert F. , Owen Crystal L.
Published: July 2002

This paper examines attitudes toward women managers in Chile (n=194) and the USA (n=218) using the women as managers scale (WAMS) and a Spanish version of WAMS developed for this study. Across both cultures, two coherent measures were labeled “acceptance” and “ability”. No cultural differences in the acceptance of women as managers were discovered. The differences in acceptance were divided solely according to sex. There were differences in the perceived ability of women managers for both the sex and culture variables. The paper then compares the impact of the sex and culture variables. Results show that sex explained approximately three times more variance than culture. These findings can inform both the expatriate woman manager who is likely to encounter friction in interactions with males in many cultures and the human resource manager interested in improving the success of women managers working overseas.
Women, Decision Making and Academia
Authors: Handley Janet
Published: July 2002

Considers the role of women within academia and outlines their
experience of decision making within this context. Outlines the
significant results of a study on female academics within one institute
of higher education. In particular, women are found to experience an
exclusion from informal networks and a consequent lack of access to
real‐time information via the grapevine. They also perceive themselves
to have less influence on organizational decision making than their male
counterparts and suffer from a greater feeling of intimidation of
authority, finding it difficult to make themselves heard in
decision‐making meetings.
Integrating diversity and equality into the fabric of the
organization
Authors: Totta Johanne M. , Burke Ronald J.
Published: July 2002

Reports on the process by which the Bank of Montreal became an
organization fully committed to workplace equality and workforce
diversity. The idea arose during the development of the new corporate
strategic plan, when it became clear that competitive advantage lay in
this direction. The vision was therefore incorporated into the plan.
This was followed by the setting up of four task forces, looking at the
advancement of women, the employment of aboriginal people and people
with disabilities, and the needs of visible minorities. Describes the
findings of each of the task forces and how the recommendations of each
were put into practice. Summarizes the changes that have taken and are
taking place at the bank as a result of this initiative.
Gender differences in self‐perceived success
Authors: Dann Susan
Published: July 2002

That women are less well‐paid than men is well‐documented. How
women perceive their apparent lack of “success” in the
labour force is less discussed. Examines how a sample of Australian
women perceive their levels of success relative to their male
counterparts and one another. A sample of 284 public sector employees
was surveyed as part of a broader study into career success in the
Australian public sector. Overall it was found that, despite having
significantly lower levels of pay and positions within the organization,
the women in the study felt as successful as the men. When compared with
one another, however, women who had experienced career interruptions
felt significantly less successful than women who had continuous
careers. This was despite the fact that the women with continuous
careers were still significantly less well‐paid than the men.
Feminine and masculine values in flight instructing
Authors: Ramsey Deborah C. , Ramsey Philip L.
Published: July 2002

Describes a research project that explores differences in values between male and female flying instructors. Hazardous attitudes and practices in aviation have been attributed to masculine values associated with the flying culture. Data were collected from male and female flying instructors and their approaches to resolving instructional dilemmas were compared. Findings were used to predict whether female instructors were likely to shift the culture towards more feminine values, or whether the culture was likely to shift the values of the female instructors. Finds evidence of female instructors being less analytical in their view of instructing, and more achievement oriented than men. Suggests that female instructors are reacting to existing masculine culture rather than promoting feminine values.
Who does what at your place? Women educational leaders’ experiences of gender‐segregated work
Authors: Court Marian
Published: July 2002

Draws on excerpts from interviews with six women teacher/leaders in Taranaki, New Zealand to explore arguments that in Western cultures men maintain power and control of the sexual division of labour in the home, which is allied to a sexual division of labour at work. Uncovers some of the links between the women’s home and school experiences in their accounts of their negotiations of what have commonly been seen as contradictory subject positions of leader/wife; mother/career woman. Shows from the women’s stories about their personal lives and aspirations, however, that for reasons that were quite complex, some of them were themselves maintaining gendered divisions of labour. Suggests some implications for further research.
Personal development and women’s training: transforming the agenda
Authors: Bhavnani Reena
Published: July 2002

Analyses the content and methodology of personal development programmes as used within women‐only training. Although women‐only training programmes have increased over the last ten to 15 years, both in the UK and in the European Community, they have developed in an ad hoc pragmatic way. Underlying assumptions have not been examined and theory has not accompanied practice. In exploring the curriculum and methodology of assertiveness and career planning training programmes, finds them limited in their capacity to make transformative change for women. Argues that they have the effect of helping women, on an individualized basis, to adapt to organizations and cultures which are not of their making. Posits that it is only by re‐examining women’s learning and making explicit the challenge to women’s subordination across their diversity, that trainers and participants can take the first steps towards transformative change.
Women and careers in engineering: management changes in the work organization
Authors: Evetts Julia
Published: July 2002

Considers how organizational change and the restructuring of management in the organization are affecting the career opportunities of women professional engineers. Using a case study industrial organization, considers how management itself is changing and being changed. Suggests, therefore, that optimistic statements about increasing numbers of women in managerial posts in organizations need closer examination. The concept of management itself must be rendered problematic and changes in managerial systems need to be analysed. Only then will it be possible to explore how gender, career, management and organization interact and produce new as well as old forms of occupational segregation.
A cross‐national cross‐gender study of managerial task preferences and evaluation of work characteristics
Authors: Toren Nina , Konrad Alison M. , Yoshioka Izumi , Kashlak Roger
Published: July 2002

Addresses the debate about gender‐based leadership/management styles by examining and comparing managerial task preferences and rating of work characteristics of women and men in management positions in the USA, Japan, Australia, Israel and Italy. The findings do not support the notion that women have a distinct leadership style, e.g. that they are more people‐oriented than men, or that they differ consistently in their evaluation of various job factors, such as extrinsic versus intrinsic components. However, country of origin has strong and pervasive effects on management style and orientation in these terms. Japanese managers are markedly different from those in other countries (they exhibit a so‐called “feminine” style), while the Americans and Israelis resemble each other. The findings sustain the argument that managerial style is not mainly determined by gender but rather by contextual factors, such as national culture, organization and occupation.
Where the rubber meets the road: performance evaluation and gender in large public accounting organizations
Authors: Fogarty Timothy J. , Parker Larry M. , Robinson Thomas
Published: July 2002

This paper argues that performance evaluation is a major element of preserving the status quo of gender differences in public accounting organizations. Performance evaluation is problematized as part of several broader themes in order to more fully appreciate its importance within careers and the gender patterning of organizations. Results of a study involving reactions to a hypothetical staff auditor in charge of an over‐budget audit engagement reveal significant gender differences. Implications for the gender neutrality of career management by large public accounting firms are drawn.
Do women and men communicate differently at work? An empirical study in Hong Kong
Authors: Ng Catherine W.
Published: July 2002

Some studies, mainly in the West, have suggested that women are more encouraging in their communication styles than men, especially when the conversation is about a personal matter versus when it is business‐related. It has also been contended that same‐sex communication between women is more supportive than both mixed‐sex communication and same‐sex communication between men. However, this research, conducted in Hong Kong among full‐ and part‐time tertiary students, shows that the above contentions are perhaps culture dependent, and that careful re‐examination of gender‐based differences is warranted, particularly when one is considering communication styles at work.
Managerial motivation and gender roles: a study of females and males in Hong Kong
Authors: Ebrahimi Bahman P.
Published: July 2002

Chinese women are often perceived as passive, submissive, lacking aggressiveness and a drive to be successful managers. Using a previously validated culturally modified Miner Sentence Completion Scale‐H (for hierarchic), this study compares the motivation to manage a sample of 156 BBA and MBA students in Hong Kong. Results indicate no significant differences between the scores of males and females on the total MSCS‐H or its components, including assertiveness and competitiveness. Gender role differences are not supported by differences in managerial motivation of Hong Kong business students.
Sex, roles and justice: a study of gender as a predictor of fairness in decision making
Authors: Galea Chris , Wright Barry
Published: July 2002

Previous research has hypothesized that males and females evaluate the level of fairness of a particular decision using different conceptual models of justice. Other research has proposed that one’s sex‐role orientation, i.e. whether a person has masculine or feminine traits, provides another perspective when judging a decision as being fair or unfair. In this paper we propose to test whether sex‐role orientation does indeed tell a different story than simply using biological sex as a predictor.
Waiting for outcomes: anchoring a dual agenda for change to cultural assumptions
Authors: Kolb Deborah M. , Merrill‐Sands Deborah
Published: July 2002

This article argues that strategies to promote gender equity in organizations need to focus on assumptions in the organizational culture that underpin work practices and behaviors. An analytic case is used to demonstrate the importance of bringing cultural assumptions to the surface during the organizational change process and examining their implications for both gender equity and organizational effectiveness. Initial efforts aimed at changing work practices were disappointing. However, the understanding that cultural assumptions had unintended consequences for both gender equity and organizational effectiveness provided a foundation for the organization to continue to experiment after the initial intervention. The article argues that linking changes in work practices and processes to underlying assumptions provides a basis for the organization to engage in an on‐going and iterative process of inquiry, experimentation, reflection, and learning that can generate surprising and positive outcomes over time.
Are Hong Kong companies prepared for crisis?
Authors: Chong John K.S. , Nyaw Mee‐Kau
Published: July 2002

Since its handover from the UK to the People’s Republic of China on 30 June 1997, Hong Kong has been struck by a number of crises. This paper reports the results of an empirical investigation of how Hong Kong companies prepare for crisis. The research design was based on a replication and extension of a study originally conducted in the USA. Analysis of data collected through a survey of senior executives revealed that 21 Hong Kong companies had a crisis management plan (CMP). The rationale for crisis planning, and characteristics of structural components of the CMP, including both the crisis management team and crisis communication plan, are discussed.
Developing disaster management capability: an assessment centre approach
Authors: Paton Douglas , Jackson Duncan
Published: July 2002

Fundamental to disaster readiness planning is developing training strategies to compensate for the limited opportunities available for acquiring actual disaster response experience. With regard to communication, decision making and integrated emergency management response, the need to develop mental models capable of reconciling knowledge of multiple goals with the collective expertise of those responding represents a significant challenge for training. This paper explores the utility of the assessment centre as a developmental resource capable of achieving this goal. In addition to providing multiple, expertly evaluated simulations to facilitate the development and practice of specific skills, the ability of assessment centre methodology to promote tacit knowledge and self‐efficacy renders it an appropriate vehicle for developing the mental models that underpin the core disaster management competencies of situational awareness and naturalistic and team decision making.