bluuebunny/crossref_metadata_2025 huggingface dataset:
A decision‐making model for analysing how the glass ceiling is
maintained: unblocking equal promotion opportunities
Authors: Large Martin , Saunders Mark N.K.
Published: July 2002

Recent British figures on gender and inequality at work show that,
despite extensive legislation and the implementation of equal
opportunities policies, there is still widespread structural gender
inequality and job segregation. Explores a model of decision making
which explains how a combination of both individual choices and
organizational blockages maintains the glass ceiling.
An empirical analysis of management challenges in service factories, service shops, mass services and professional services
Authors: Verma Rohit
Published: July 2002

This study presents an empirical snapshot of management challenges among different types of service industries (Service Factory, Service Shop, Mass Service, and Professional Service). Based on data collected (sample size = 273; response rate 97.5 percent) from the managers of four services (Fast Food, Auto Repair, Retail Sales, Legal Services) we show how management challenges change with customer contact/customization and labour intensity. These results have important implications for understanding “real life” service operations, for process improvement, and for service design.
The sacrificial HR strategy in call centers
Authors: Wallace Catriona M. , Eagleson Geoff , Waldersee Robert
Published: July 2002

Balancing the competing objectives of efficiency and service typically requires management compromises to be made. However, some call centers have found that a compromise is not necessary. By using a “sacrificial HR strategy”, they achieve both efficiency and high levels of service at the same time. This is possible because part of the sacrificial HR strategy is the deliberate, frequent replacement of employees in order to provide enthusiastic, motivated customer service at low cost to the organization. Describes a multiple‐case analysis of four call centers and the sacrificial HR strategy they used. The contingencies leading to the appearance of this strategy are discussed.
Service‐driven global supply chains
Authors: Youngdahl William E. , Loomba Arvinder P.S.
Published: July 2002

Value‐added services expand manufacturing organizations’ ability to compete beyond traditional measures of manufacturing competitiveness such as cost, quality, flexibility, and delivery. This concept of expanding the roles of factories to include service has received considerable attention and wide acceptance among both researchers and practitioners. For example, recent empirical studies have demonstrated that manufacturing performance, particularly delivery performance can be enhanced through expanded service roles that focus on effective information flows within the company and to external customers. Despite such benefits, the scope of analysis has been limited to individual manufacturing organizations. Given the realities of global competition, practitioners require knowledge that extends beyond individual organizations. The domain of their problems includes the complexities of interactions with multiple stakeholders along global supply chains. The purpose of this paper, therefore, is to extend the concept of the service factory to global supply chains. Specifically, the approach will be to provide a conceptualization of the role of service in global supply chain management that can be used as a starting point for discussion and further research in this area. We provide several propositions and conclude with implications for both researchers and practitioners.
Managing the Service Encounter: A Focus on the Employee
Authors: Lewis Barbara R. , Entwistle Thomas W.
Published: July 2002

The service encounter between an organisation′s employees and its
customers, and the ensuing implications for service operations and
management are important. Attention is focused on employment strategies
to include selection and training, the development and implementation of
customer care programmes and the management of all interpersonal
relationships within an organisation.
Revitalising Service Innovations
Authors: Brown Stephen W. , Haynes Ray M. , Saunders Donald L.
Published: July 2002

Service innovations require a revitalising process to be viable
over time. Both provider and customer satisfaction must be associated
with these innovations to assure their continuing success. A framework
and a model for service revitalisation are developed and then
illustrated through examining the past and potential future of one of
the world′s more prominent service innovations, the automated teller.
Scandinavian Management and the Nordic School of Services‐Contributions to Service Management and Quality
Authors: Grönroos Christian
Published: July 2002

The contribution of academic research into service management,
service quality and the marketing of services in Scandinavia and Finland
is reviewed and evaluated. The importance of the Scandinavian
service‐oriented management approach is also discussed. An extensive
bibliography is included.
Attributes of Service Quality: The Consumers′ Perspective
Authors: Mersha Tigineh , Adlakha Veena
Published: July 2002

Examines the assessment of service quality as perceived by
consumers. Identifies and ranks the attributes for good and poor quality
of five selected types of services. The five types of services
considered in this study are physician service, retail banking, auto
maintenance, college/university, and fast food. The findings indicate
that consumers have well‐conceived ideas about service quality, and that
certain quality attributes are considered important for most types of
services. Interestingly, finds that some attributes seem to have effects
similar to Herzberg′s hygiene factors, i.e. the absence of certain
attributes may lead consumers to perceive service quality as poor.
However, the presence of these attributes may not substantially improve
the perceived quality of the service. Also suggests that most customers
would be willing to trade some convenience for a price break, and that
the behaviour, skill level and performance of service employees are key
determinants of perceived quality of services. This is a major challenge
for service operations managers, who seek to improve or maintain a high
level of service quality.
Teamwork in Services: Quality Circles by Another Name?
Authors: Boaden R.J. , Dale B.G.
Published: July 2002

Much evidence has been generated in the past few years which
describes the demise of quality circles (QCs), yet teamwork involving
non‐managerial staff, aimed at quality improvement, is still a feature
of the quality improvement process of many organizations, particularly
within the service sector. Re‐evaluates the classic characteristics of
quality circles, as found in the literature, within the context of
research carried out within one of the main UK clearing banks. Gives
consideration to both the operation and outcomes of QCs within a service
organization, and also discusses the role of QCs as part of a
company‐wide process of quality improvement, rather than a quality
technique used in isolation. Examines the “soft” benefits of
QCs and compares the “success factors” identified within the
literature for the use of QCs with the empirical evidence. Concludes
that, while there are differences in the way in which such teams operate
when compared with quality circles, the basic characteristics are the
same and there are many lessons to be learned. Proposes a tentative
revised definition which takes account of these findings and the latest
trends in Japan.
Services Innovation: Successful versus Unsuccessful Firms
Authors: Claude R. Martin Claude R. Martin , Horne David A.
Published: July 2002

There is some acceptance of the idea that services and products are
so intertwined that the process for development is the same, but there
has been no rigorous empirical evidence to support that contention. Uses
data collected in in‐depth interviews with 80 senior level managers in
16 different firms, 25 group discussion sessions with 388 executives in
241 additional firms, and from a mail survey of 217 senior managers in
firms from 11 differing service categories. In all three phases,
elements of the service innovation process were examined. Examines the
general similarity to new product development and concentrates on the
major factors differentiating successful from unsuccessful service
innovation. Concludes that there is some similarity between product and
service innovation processes, but that significant differences exist,
with the service arena demonstrating more of a lack of new service
strategic planning, reliance on competitive imitation for new concepts,
and less presence of innovation champions. Successful firms in new
service development more closely fit innovations with the current
business than do unsuccessful firms. They also present more of an
opportunity for a champion to stay and manage a new offering after
launch. There is no apparent difference in the formality of the process
between successful and unsuccessful managers, with most service firms
reporting a more ad hoc process.
Tactics Used by Customer‐contact Workers: Effects of Role Stress, Boundary Spanning and Control
Authors: Weatherly Kristopher A. , Tansik David A.
Published: July 2002

Presents two studies: a qualitative study that uncovered the
tactics used by high customer‐contact service workers to deal with
perceived role conflict and stress; and a quantitative study that looked
at the relationship between role conflict, job satisfaction, and the
coping tactics used by these workers. The tactics used are based on (1)
the use of (more) effort to satisfy demands of customers and management;
(2) negotiating to alter role demands; (3) pre‐empting tactics to avoid
sent roles; and (4) avoiding tactics to avoid received roles. Results
indicate that customer‐contact workers use a variety of “tricks of
the trade” to control their work environment. In contrast to
previous studies that have not supported a relationship between
performance and job satisfaction (studies done mostly in non‐services
environments), the research indicates a link between job satisfaction
and attributes of performance based on these tactics for frontline
customer‐contact workers.
Service Quality Components and Group Criteria in Local Government
Authors: Scott Don , Shieff David
Published: July 2002

Uses exploratory factor analysis to investigate the dimensions of
service which consumers of local government services use as a basis for
their judgement of service quality: 30 customers of such a local
government authority were surveyed. The six factors identified were
cluster analysed to see whether or not the survey population represented
groups of people who ascribed different levels of importance to the
service quality dimensions. This was found to be true. Other demographic
groupings of respondents were also investigated for such differences in
importance using analysis of variance. People with different income
levels and different ethnic backgrounds were found to attribute
different levels of importance to some of the dimensions which had been
identified. The results suggest that local government authorities need
to take into account strategic dimensions and sectoral views of
dimensional importances if they are to maximize their customer perceived
service quality performance.
From Scientific Management to Service Management
Authors: Grönroos Christian
Published: July 2002

The mainstream management principles of
today are still predominantly based on what
has been called “scientific management”,
which in turn can be traced back to the
writings of Adam Smith. Today, the
challenges for management have changed
significantly, and the principles of “scientific
management” are not applicable to the same
extent as before in the industrial society. For
the post‐industrial society, most firms face
what has been called service competition, and
hence, managing services becomes of strategic
importance for service firms and manufacturers
of goods alike. Discusses key facets of
service management.
The “Coping” Capacity Management Strategy in Services and the Influence on
Quality Performance
Authors: Armistead Colin , Clark Graham
Published: July 2002

Matching supply and demand in services by capacity management has a
direct influence on the ability of the service delivery system to
achieve service quality and resource productivity targets. Examines some
propositions for the influences of capacity management on quality and
resource productivity and for managing capacity. In addition to the
chase and level strategies for managing capacity in services suggested
by Sasser a coping strategy for capacity management is described which
aims to improve the overall delivery of service quality while achieving
resource productivity targets. Coping is necessary for all organizations
at some time. Some research results derived from the experience of a
range of service organizations indicate a less than satisfactory
handling of the coping situation.
Relationship Marketing from a Value System Perspective
Authors: Jüttner Uta , Wehrli Hans Peter
Published: July 2002

Recent discussion about relationship marketing as a new marketing
concept is strongly connected with a novel perspective on exchange
processes as the core of marketing. Suggestions for changes in
terminology – from transactions to relationships – and the enriched
understanding provide the basis for developing marketing strategies.
Analyses the understanding of transactions and relationships in the
context of the conceptual exchange framework developed by Bagozzi in
1975. The reflection helps to locate the distinctive foci of actual
relationship marketing proponents. Further illustrates the, until now,
neglected research direction of marketing relationships in complex
systems or networks. As a first step to closing this gap, and to develop
further the scope of relationship marketing, outlines the role of
marketing in the creation and design of “value systems”.
Designing services: an information‐processing approach
Authors: Wathen Samuel , Anderson John C.
Published: July 2002

Service delivery requires the reception and processing of customer
information. To deliver a service that satisfies customers, service job
design should consider information needed to complete service delivery
tasks. The objective here is to determine if the quantity of customer
information received by a service delivery process has implications for
service job design.
Towards the measurement of internal service quality
Authors: Reynoso Javier , Moores Brian
Published: July 2002

In the service sector literature, both marketers and organizational
behaviourists emphasize the importance of the internal dynamics of the
organization in terms of a network of customers and suppliers
interacting together to satisfy customers. Reports on the progress of an
ongoing project aimed at identifying and measuring those factors which
determine how hospital ward staff perceive the quality of the support
they receive from other units in hospitals.
Cues used by customers evaluating corporate image in service firms
Authors: LeBlanc Gaston , Nguyen Nha
Published: July 2002

Investigates the concept of corporate image in intangible services with data collected from 342 customers of a financial institution. Identifies four factors that explain customers’ perceptions of image. Highlights the implications for tracking and building corporate image in service firms.
Why variation reduction is not everything: a new paradigm for service operations
Authors: McLaughlin Curtis P.
Published: July 2002

Highlights that one service industry in the USA ‐ health care ‐ has accepted high inherent rates of variation into its process designs. Notes that, increasingly, health care industry leaders recognize that elimination of unnecessary variation is a necessary, but not a sufficient, condition for producing quality professional services at reasonable costs. Using the innovation model of Boyntonet al.(1993), identifies continuous improvement, rather than mass production, as the key step in the rationalization of what has been a craft industry and the ultimate objective of delivering health care in a mass customization mode. Claims, however, that it is not sufficient, because high levels of inherent variation will continue to exist and must be managed, even in the best of all possible worlds. Reviews the health care experience (in the context of that model) to suggest how service operations managers and researchers should conceptualize variation, and then discusses what that conceptualization of variation implies about how operations management should treat variation in its modelling and decision making.
Planning for service quality: an integrative approach
Authors: Ian Stuart F. , Tax Stephen S.
Published: July 2002

Studies focusing on service quality management suggest that service firms spend too little effort on planning for service quality. The ensuing costs associated with poor service quality planning lead to lower profitability as part of the “cycle of service failures”. Examines how a quality planning technique (quality function deployment) (QFD) can be modified and adapted for use in a service environment to help prevent service failures. Illustrates the potential for the quality function deployment process as an effective tool at both the strategic planning level and the tactical level using the front‐desk activities in a hotel as an example. Also discusses the potential application of the QFD process to other design and planning challenges.
Customer loyalty and complex services
Authors: Wallin Andreassen Tor , Lindestad Bodil
Published: July 2002

Based on theory from consumer behavior and cognitive psychology, the purpose of this paper is to discuss and test corporate image and customer satisfaction as two routes to customer loyalty. Based on data from 600 individual customers categorized as having high or low service expertise of three companies within the package tour industry, a conceptual model is proposed and tested empirically using structural equation modeling. The data used in the study are included in The Norwegian Customer Satisfaction Barometer. The paper concludes by claiming that for complex services, corporate image and customer satisfaction are not two separate routes to customer loyalty. Corporate image impacts customer loyalty directly whereas customer satisfaction does not. This finding was consistent with high and low service expertise. These results challenge the disconfirmation paradigm which predicts customer satisfaction as the primary route to customer loyalty. From a managerial perspective, information regarding the relative strength of the two routes is vital with regard to resource allocation in order to improve customer loyalty.
On the relationship between perceived service quality, service loyalty and switching costs
Authors: de Ruyter Ko , Wetzels Martin , Bloemer Josée
Published: July 2002

In the services marketing literature it has been argued that the concept of service loyalty needs further conceptual and empirical investigation. In this paper a theoretical framework for service loyalty consisting of three dimensions: preference loyalty; price indifference loyalty; and dissatisfaction response is developed. We subsequently focus on the role of service quality and switching costs as antecedents to these types of service loyalty. The results of an empirical study of a large sample of customers from five different service industries provide support for service loyalty as a three‐dimensional construct. Moreover, we find that the influence of service quality on service loyalty varies significantly per industry and that, hence, findings from one industry cannot be generalised to other industries. Furthermore, we establish that in industries characterised by relatively low switching costs, customers will be less loyal as compared to service industries with relatively high switching costs.
Differentiating service tasks for IT application
Authors: Mulligan Paul
Published: July 2002

This research investigates the study of service operations and information technology (IT) in order to observe the interaction between these two constructs. Phase I utilizes a Delphi study, involving 31 participants from 11 organizations, to provide initial specification of a service typology based on task requirements. Phase II of the research is a multiple case study that further refines the construct specifications and analyzes the dynamics of the interaction between components of the service task and IT. Results of the Delphi and case analysis suggest that differentiation within the service task construct occurs along an expertise‐based continuum that incorporates four primary task requirements. These requirements include knowledge‐base, level of standardization and two databased elements, data configuration and data interpretation. The case analyses further indicate the presence of three primary levels of task requirements – transaction processing, request fulfillment and problem resolution. Early results from the task‐IT interaction analysis suggest that the task‐IT relationship affects critical operations factors such as process innovation, IT diffusion rates, achievement of informational and operational advantage, performance measurement and elements of service quality.
Service competitiveness – An international benchmarking comparison of service practice and performance in Germany, UK and USA
Authors: Meyer Anton , Chase Richard , Roth Aleda , Voss Chris , Sperl Klaus‐Ulrich , Menor Larry , Blackmon Kate
Published: July 2002

This paper provides a cross‐country examination of service management practice and performance of service organizations in the UK, USA and Germany. The findings reported are based on a sample of firms from the international service study (ISS) from four service sectors: financial services, professional services, hotels, and utilities. The paper argues that generally there are differences in services management practices and performance and, more specifically, that service quality performance may be explained by the nature and market dynamics of the service sector within the individual countries.
External effectiveness of service management A study of business‐to‐business relationships in Mexico, Canada and the USA
Authors: Paulin Michèle , Ferguson Ronald J. , Alvarez Salazar Ana Maria
Published: July 2002

The purpose of the present study was to determine, across three distinct national contexts, to what extent the creation of customer‐perceived value, as determined by the measure of the firm’s external effectiveness, was deemed important and implemented within a professional business‐to‐business service industry (commercial banking). External effectiveness is a measure of business performance reflecting the client’s judgement of satisfaction, service quality, future purchase intentions and willingness to recommend the service firm to others. It was postulated that strong relationships would contribute to external effectiveness and that, in order to be effective, a service firm needs to be client‐oriented and develop managerial processes and an organizational culture compatible with the creation of client‐perceived value, the driver of longer‐term profitability. In all three countries, the higher the business client rated the strength of the relationship with their bank, the higher was their assessment of external effectiveness. However, the banks’ service management processes supporting the work of the account manager and the dominant organizational culture were not congruent with the bankers’ perception that their organizations were client‐oriented. Important differences were found in the banking relationships and managerial processes in Mexico as compared to Canada and the USA.
Application of anaerobic fluidized bed reactors in wastewater treatment: a review
Authors: Saravanane R. , Murthy D.V.S.
Published: July 2002

During the past ten years, anaerobic process has become a popular technology for treating concentrated effluents. Research and development programmes led by both engineers and microbiologists have resulted in a better understanding of the microbiology of anaerobic reactions and reactor design for anaerobic processes. Considerable progress has been achieved in the development of high rate anaerobic reactors with several configurations for treating concentrated industrial effluents. In this review, attention is paid to highlighting the conceptual and full scale developments of anaerobic fluidized bed reactors, in respect of process performance, design concepts, start‐up of the reactor, stability of the system with respect to various operating parameters, reactor configurations, comparison with competing reactor designs for concentrated industrial effluents and kinetics and modelling of reactor systems.
Computer technology for waste management for Chernobyl remediation
Authors: Sergienko I.V. , Yanenko V.M. , Gaiduk O.V. , Proskura N.I. , Yanenko N.V.
Published: July 2002

The computer technology (CT) for modelling of the ecology‐economic situation in the alienation zone (AZ) of Chenobyl is developed. It includes the databases of potentially dangerous objects and program modules (PM) for modelling of the ecology‐economic situation in the AZ. The optimal redistribution of means, directed at resource restoration, liquidation of technogenic pollution, the restoration of basis capital, prevention of pollution migration for bounds of the AZ is determined by use of this model. A distinctive feature of the accounts carried out in this work is that they allow the estimation not only of risk value, but also of levels of reserve possiblities of various objects of the AZ. The critical values of measured parameters, at which achievement the emergencies can occur, are also determined. The CT includes the following program modules: geo‐information system; PM for risk assessment of emergency occurences in the AZ; PM for dynamic optimisation tasks.
The nexus between industrialization and environment
Authors: D’Souza Clare , Peretiatko Roman
Published: July 2002

India’s rapid industrialisation growth in small and large enterprises has had its impact on the environment; this has now become a major concern to the economy. The government, concerned about economic development and raising the standard of living of its people, has actively supported the development of the small enterprise sector. Due to their labour intensity and importance in generating employment opportunities for the less well‐off members of Indian society, they have been encouraged and given assistance by the Indian government. However, small enterprises tended to be the worst polluters and, as the findings indicated, gave the least attention to environmental issues as part of their operations. Reasons for not installing pollution‐control equipment were related to the fact that such expenditure did not contribute to the bottom line. Although existing environmental legislation is similar to that in industrialised countries, i.e. they all serve the same purpose of protecting the environment, laxity of enforcement and corruption have generally prevented effective regulation of environmental pollution. This paper compares a sample of small and large enterprises in two of the most highly industrialised states in India, to determine whether there were any significant differences in the way they approach environmental issues. Some recommendations are suggested.
Effluent quality and wastes from petroleum drilling operations in the Niger Delta, Nigeria
Authors: Ayotamuno M.J. , Akor A.J. , Igho T.J.
Published: July 2002

The research assessed the development of petroleum drilling activities and its associated waste discharges in the Niger Delta environment of Nigeria. Field visits were made to 18 wells in which petroleum drilling operation was in progress. Of this number, wastes samples were randomly collected from ten wells for data collation and laboratory analysis. Results show that petroleum drilling waste types in Nigeria include cuttings, mud/chemical, oil spills, cement slurry/dust, condemned pipes, filters, and machinery parts and even noise. Pretreatment of waste in hardly undertaken by the oil prospective companies before discharge into the surrounding environment. Total dissolved solid and oil/grease values as high as 3700mg l–1 and 1100 parts per million, respectively, were tested as effluent discharges around some of the wells studied. It was recommended that the Nigerian Government constitute a powerful environment monitoring body whose responsibility will be to ensure that the various multi‐national oil companies comply with petroleum laws and statutes of the country.
Environmental Effects of the War in Croatia
Authors: Richardson Mervyn
Published: July 2002

The war in Croatia has caused very significant damage to chemical and
allied industries. This damage has inflicted pollution to soils,
groundwaters, major rivers used by third countries for potable water
resources, and the Adriatic sea. Emphasizes some of the major issues
and indicates remedial action, monitoring requirements, needs for
training and joint venture possibilities.
Pollution control designs in continuous improvement
Authors: Wills Julian , Jones C.J.F.P.
Published: July 2002

Describes integrated pollution control, the legal regime established by the Environmental Protection Act 1990. Gives the background to the need for an integrated system of regulation. Explains the concepts of best practicable environmental option and best available techniques not entailing excessive cost. Discusses the way in which the regime attempts to control pollution in terms of the authorization and variation process and through enforcement. Describes the way the regime attempts to utilize market forces. Outlines some of the problems encountered by Her Majesty’s Inspectorate of Pollution (HMIP) in the operation of the regime.
Anaerobic treatment of tannery wastewater: toxic effects of wastewater constituents and dosage of ferric chloride
Authors: Genschow Elke , Hegemann Werner , Maschke Christian
Published: July 2002

Investigates anaerobic two‐stage treatment of tannery wastewater. This results in a mean chemical oxygen demand (COD) removal of 60 per cent for tannery B and more than 70 per cent for tanneries A and C with CODo = 5,710mg l‐1 and mean detention time held at 3.5 days. Gas production was small, rating an estimated 75 l kg‐1 CODo with CODo = 5,710mg l‐1. Tests simultaneously the influence of quality and quantity of wastewater on COD removal and gas production (multiple regression). Finds significant inhibitory effects were caused by chloride on gas volume and by sulphate on COD removal. Chromium showed no significant effect. Dosage of ferric chloride for removal of the toxic sulphide effected a decrease in gas volume and had no effect on COD removal (analysis of variance).
Environment and human health: a threat to all
Authors: Ramlogan Rajendra
Published: July 2002

Focuses on the direct and indirect impact of environmental abuse on human wellbeing. In some instances, the impact of environmental abuse on human health is not still unknown, merely being subject to scientific suspicion. This would suggest caution and the need for preventive measures to be applied. The threat to human health from environmental factors is not an isolated problem that exists on a national level. There are environmental factors that affect human health on a global level or are so widespread as to be considered global problems. Other environmental problems cross national boundaries and achieve regional importance.
The Piemonte region demonstrator
Authors: Gallo Paolo , Viarengo Luca
Published: July 2002

Describes the Piemonte region demonstrator within the REMSSBOT project. Indicates which is the field of the application of the demonstrator (the management of the technical and administrative procedure monitoring the industrial plants with relevant risk of accident), and who are the partners of the project. Highlights both the technical and the physical structure of the demonstrator. Lists what kinds of data and information are at present available within the information system and points out what are the benefits coming from the system’s use and the future perspectives.
Environmental issues and our chemical world ‐ the need for a multidimensional approach in environmental safety, health and management
Authors: Chukwuma Chrysanthus
Published: July 2002

Environmental issues are diverse and result from different factors and situations. These call for a multidimensional approach to combat environmental perturbation with respect to the presenting noxious factors, such as toxic chemical elements and wastes from diverse anthropogenic activities. The continued success of certain environmental programmes in the developed parts of the world and the continuing refinement of our environmental objectives in a contextually designed sustainable development, coupled with significant additional knowledge in environmental planning and management have all led to the decision for a global concerted effort to maintain and sustain our environment for the health and safety of present and future generations. However, these objectives are not strongly undergirded in non‐industrialized parts of the world, and are not wholly supported by the chemical industries and other interests because they lack the will and dedication to realise that economics and environmental management as well as health and safety are inextricably linked.
Workplace radon in Northamptonshire
Authors: Denman A.R. , Phillips Paul S.
Published: July 2002

Northamptonshire is classified as a radon affected area, with greater than 1 per cent of domestic dwellings being above the UK Action Level of 200Bq m‐3. Workplace radon is also a health risk in Northamptonshire, with a significant number of premises being predicted to be above this Action Level (400Bq m‐3). After an extensive survey in National Health Service premises, using track etch detectors and real time monitoring systems, it was found that certain staff were receiving very high doses ‐ up to around 20mSv. The annual collective dose from radon, in the rooms with elevated levels, was 285mSv, an average of 4.45mSv. After remediation of the rooms the average dose fell to 0.5mSv. The average cost of radon remediation in National Health Service premises was £3,950 per location. This compares to a value of £1,953 for locations in schools in Northamptonshire. It is possible that remediation costs for the majority of small to medium enterprises in the country will, on our conservative estimate of 6 per cent being above the Action Level, be in the region of £1,460,000. Further monitoring of workplace radon is taking place across the county in an attempt to determine more accurately the full extent of the problem.
PNAM: parallel software for air quality simulations in the Naples area
Authors: D’Ambra Pasqua , Barone Guido , diSerafino Daniela , Giunta Giulio , Murli Almerico , Riccio Angelo
Published: July 2002

The parallel Naples airshed model (PNAM) is a parallel software package for the numerical simulation of photosmog episodes in urban scale domains. It solves the atmospheric diffusion equations, which model the air pollution dynamics in a Eulerian approach, using a symmetric time‐splitting, where the advection is separated from the (coupled) diffusion and chemistry. Presents some results of a numerical simulation of a severe photochemical smog episode, which occurred in the Naples area. A preliminary comparison with measured data is reported, as a first step toward the validation of PNAM. Some parallel performance results, obtained on an IBM SP machine, are also shown.
Innovative change management in SMEs: beyond continuous improvement
Authors: McAdam Rodney , Stevenson Peter , Armstrong Gren
Published: July 2002

With increasing market pressure and fragmentation Small to Medium Sized Enterprises (SMEs) must move beyond the change philosophy of Continuous Improvement (CI) and develop a culture of innovation. To find out if SMEs could go beyond CI to achieve effective business innovation as a change management philosophy, a literature survey and a research survey on 15 SMEs was conducted to provide additional relevant information. The main research findings were: the SMEs exhibited a range of Continuous Improvement and innovation characteristics – some had adopted a culture of Continuous Improvement, while others had not; the SMEs which had adopted a culture of Continuous Improvement found that it could provide a solid foundation on which to build a culture of effective business innovation; and these SMEs were found to have embraced all the different components of innovation, as measured, more readily than those SMEs which did not have a culture of Continuous Improvement.
Building Internet capabilities in SMEs
Authors: Chapman Paul , James‐Moore Mike , Szczygiel Michael , Thompson Diana
Published: July 2002

Internet based information and communication technology provides the opportunity for small firms to improve their competitiveness. This paper presents a methodology that responds to the needs of small firms whilst overcoming the constraints to their use of these technologies. Key features of this methodology are: provision of a turnkey package of hardware, software, installation and training for Internet connection and operation; identification of opportunities for integrating Internet ICT into business processes that will deliver performance improvement; ongoing IT and business support for a year. The effectiveness of this methodology was examined during its application in 21 SME automotive component suppliers in the West Midlands region of England. This exercise found that 90 per cent of firms continued to use their Internet based ICT capability after a year.
State‐flow technique for business process analysis: case studies
Authors: Andersson Tomas , Andersson Ceder Annika , Bider Ilia
Published: July 2002

The growth of the Internet and information technology often leads to more customer requests and can mean that a small staff must cope with a large number of business processes. Effective management under these circumstances requires a computer system able to support these business processes. Such a system cannot be developed without modeling business processes, which requires a great deal of “in‐house” information from the people who participate in business processes – information on routines, rules, etc. In general, it is not enough to get the process participants to describe their actions – they should first achieve a deeper understanding of the processes themselves (in terms of goals, activities, etc). A technique called state flow (SF) has been developed to help process participants understand processes. The paper gives an overview of the application of the SF technique in building models of two business processes: a decision‐making process; and a process of recruiting new members (for a non‐profit association).
Streamlining the supply chain in the pharmaceuticals industry
Authors: Lurquin Michel G.
Published: July 2002

The pharmaceutical industry is now facing major challenges that have led to the restructure and redesign of strategic processes. The supply chain is one of these strategic processes. In their attempt to build a world class supply chain, companies are facing a number of obstacles that need to be addressed in order to “debottleneck” it. Investigates ways of streamlining the supply chain by finding and eliminating bottlenecks along the various processes. Introduces original proposals to turn this process to major competitive advantage in terms of cost of goods, service, quality and capital utilization.
From electronic money to electronic cash: payment on the Net
Authors: Buck S. Peter
Published: July 2002

The discussion of online payments, while ultimately being a key issue for the future Information SuperHighway, is as significant now as it ever will be. The explosive increase in the use of the Internet has seen the emergence of commercial services and pressures previously restricted to Compuserve and the like. Many predictions see this burgeoning electronic marketplace becoming a significant component of the world economy. However this can only happen once two key problems have been addressed, namely, protecting property rights and Making payments. This has led to a frantic battle for payment mechanisms that can provide the new medium with the means of conducting transactions. Briefly examines the inexorable evolution of money into electronic forms and discusses the alternative types of payment mechanisms proposed, on trial or in use on the Internet. Identifies the key commercial requirements that successful use of the Internet will impose on a payment mechanism, and use these requirements to evaluate each of the mechanisms to determine which (if any) are really suitable for electronic commerce.
Integrating information systems and health care
Authors: Johns Paul M.
Published: July 2002

Suggests that the US health‐care environment is undergoing major changes, raising a number of challenges for health‐care organizations. Not only must they build and retain massive networks of patient information, cost analysis, managed care, physicians, they must also maintain responsiveness to the dynamic market conditions. Discusses how health‐care providers faced with this mammoth task, have sought to embrace an innovative information technology infrastructure to reduce cost, streamline operations, and provide better service for the patient.
Costing the true costs of IT/IS investments in manufacturing: a focus during management decision making
Authors: Irani Z. , Ezingeard J‐N. , Grieve R.J.
Published: July 2002

Companies are increasingly reporting their inability to justify their investment in IT/IS because of the nature of costs and benefits associated with its adoption. The reason for this is that many capital budgeting procedures rely on financially orientated appraisal techniques as an integral part of the decision‐making process. The use of traditional appraisal techniques is considered to be no longer appropriate in appraising investments in IT/IS because of the nature of non‐financial and intangible benefits, together with the complexity of direct and indirect cost factors. The authors of this paper identify the range of cost implications associated with the adoption of IT/IS, with a particular focus on the manufacturing industry. These costs are then developed into a taxonomy of direct and indirect factors, which clearly need consideration during the investment decision‐making process.
Viewpoint: death of the knowledge worker
Authors: Cardinali Richard
Published: July 2002

One of the many concerns in the information area in the early 1980s was how the implementation of technology would change the way we work. In the 1990s the feeling is will we work! This paper examines the current dilemma that technology has presented to the knowledge worker. The players in this scenario are the knowledge workers, unions, both public and private, and outsourcing. It is said that to try to restrict the flow of work in the name of saving jobs in the USA is futile. The author believes that perhaps this is an area that requires further study. In this discussion the author concludes that the fate of the knowledge worker is not in the hands of Divine Providence, but in the political arena.
Influence of information technology investment on firm productivity: a cross‐sectional study
Authors: Dasgupta Subhasish , Sarkis Joseph , Talluri Srinivas
Published: July 2002

Impact of information technology on firm productivity has received significant attention in information systems literature. Although many studies were performed to investigate this effect, the results were not conclusive in supporting a systematic effect. This study investigates this phenomenon in both manufacturing and service industries by considering a sample of 85 manufacturing and 77 service firms. Our research methodology utilizes a combination of various data envelopment analysis models and non‐parametric statistical techniques in testing for the influence of information technology investment on firm productivity. We investigate this effect under conditions of both constant and non‐constant returns to scale assumptions. Our results provide some very interesting insights and recommendations.
Managing information in product development
Authors: Calabrese Giuseppe
Published: July 2002

Investigates the role of communication and co‐operation in product development to transfer customer expectation to the new product. Cross‐functional teams, co‐location and matrix structure are basic in the new product development process, but an important role is played by the traditional functions as well. Focuses on the reorganisation of the functions. The need to share specific knowledge and information during the initial and final moments of overlapping phases has highlighted the multiform competence present in styling, prototyping and the pilot factory. Analyses the evidence provided in the car industry.
Facial prosthetic model fabrication using rapid prototyping tools
Authors: Chee Kai Chua , Siaw Meng Chou , Sin Ching Lin , Seng Teik Lee , Chit Aung Saw
Published: July 2002

While computerized tomography (CT) and magnetic resonance imaging (MRI) technologies are highly commendable for their applications and usage, sometimes cases involving facial anatomy restoration may not necessarily require these highly sophisticated technologies. A suitable replacement that is also non‐contact and allows fast image capture is the laser digitizer surface scanner. This scanner takes only seconds to capture an image of the patient’s sound or healthy facial anatomy. By using the captured image data, it is possible, with the help of a surface data modeller rapid prototyping (RP) machine and vacuum casting machine, to manufacture the prosthesis for implant. Presents a novel approach for facial prosthesis fabrication through a case study of a prosthetic ear model using an integrated manufacturing system comprising the laser surface digitizer, surface data modeller, rapid prototyping system and vacuum casting system.
How management can foster continuous product innovation
Authors: Corso Mariano , Pavesi Sara
Published: July 2002

Competition is today forcing companies to increase their effectiveness exploiting synergy and learning in product innovation. Most literature, however, is still mainly focused on how product development projects, seen as isolated efforts, are organised and managed. Basing on preliminary results from the Euro‐Australian co‐operation project CIMA (Euro‐Australian co‐operation centre for Continuous Improvement and innovation MAnagement), this paper proposes a model to explain how companies can gain a substantial competitive advantage by facilitating knowledge generation and transfer during the overall product life‐cycle
Adoption of AMT by South African manufacturers
Authors: Sohal Amrik S. , Schroder Richard , Uliana Enrico O. , Maguire William
Published: July 2002

This paper presents the results of a survey of South African manufacturers that examined their planning and implementation activities relating to advanced manufacturing technology (AMT) investments. Data were collected by means of a postal questionnaire survey to which 84 companies responded to questions regarding their largest AMT investment in the last three years. The analysis is structured on a process model of adoption of AMT comprising three stages: motivation and idea generation for AMT; AMT proposal evaluation; and AMT implementation. The paper presents results relating to formulation of strategies; nature and size of AMT investments; sources of AMT investment ideas and forces motivating AMT investments; AMT proposal development; training in AMT and production management; AMT proposal evaluation; planning and implementation time periods and benefits and risks/difficulties. These dimensions are evaluated across dimensions of company size, types of AMT, and type of production system.