bluuebunny/crossref_metadata_2025 huggingface dataset:
Business excellence: does it work for small companies?
Authors: Hewitt Sandy
Published: July 2002

Discusses the way in which the business excellence model is being presented to small companies. Compares success of the model as a basis for self‐assessment in large organizations against lack of interest from the small business sector. Suggests reasons such as poor marketing, inappropriate self‐assessment tools and the fact that small businesses do not always accept the model’s underlying principles. Makes reference to research being carried out defining the needs of small businesses, and some of the questions which are as yet unanswered. Concludes that the bodies concerned with promoting business excellence have not yet put much effort into the small business sector, but that some progress is being made.
The implementation of quality management tools and techniques: a study
Authors: Bunney H.S. , Dale B.G.
Published: July 2002

Outlines the main findings of a longitudinal study into the use and application of quality management tools and techniques in a speciality chemicals manufacturer. Finds that the use of a particular tool or technique is related to the stage of development of the organization’s improvement process and, in the early phase of the improvement process, tools and techniques were used in a haphazard manner, which improved with operating experience. Points out that those tools and techniques which were introduced in relation to a defined need were better understood and utilized than those which were applied company‐wide and without a specific use in mind at the time of the training. Highlights the fact that soundly based training delivered by credible trainers is vital to early success in the use of tools and techniques.
Critical factors of effective project management
Authors: Cicmil Svetlana J.K.
Published: July 2002

Offers an insight into the renaissance of project management discipline in the context of strategic management and organizational design, and the need for increased awareness of and organizational learning in the subject. Proposes a flexible framework to facilitate the efforts for general and project management development and learning with an appreciation of the paradox and ambiguity in business environments. Opens up some scope for a discussion about the fit between project management and TQM.
Quality perceptions of internal and external customers: a case study in educational administration
Authors: Galloway Les
Published: July 2002

Social and political influences are increasing the importance of quality in the higher education (HE) sector as in other areas of public service. Quality is an elusive concept in most services, but it is particularly so in public service with the wide range of customers and stakeholders involved. Describes an exercise to measure perceived quality with two distinct customer groups, academic and technical staff and students, within the context of a university faculty office using a questionnaire developed from the SERVQUAL instrument. In common with other researchers, it is found that SERVQUAL does not give a good fit to the situation, and that expectation contributes nothing to the predictive value of the data. Significant differences in the factors determining perceived quality are found to exist between internal and external customers. It is suggested that the differences arise from the degree of dependence and frequency/length of contact between the service and the customer, and that this might be a more general phenomenon related not only to the internal/external divide, but to other customer characteristics in both public and private sectors.
A comparative study of nine national quality awards
Authors: Xie M. , Tan K.C. , Puay S.H. , Goh T.N.
Published: July 2002

Ever since the Malcolm Baldrige National Quality Award (MBNQA) was established in 1987, many other countries have developed their own version of a national quality award (NQA). These NQAs tend to follow the general framework of the MBNQA with different emphases on criteria items such as leadership, customer focus, resource management and impact on society. This paper is a comparative study of nine major national quality awards (three European, two North American, three Asia Pacific and one South American). It is instructive to note the differences in criteria item emphasis based on a country’s stage of economic development. Multinational companies may find it very useful when their overseas subsidiaries apply for the local NQA following the success of their home companies. Countries that have yet to develop an NQA stand to gain from the comparative information gathered.
A strategic methodology to the use of advanced statistical quality improvement techniques
Authors: Antony Mike Kaye Jiju , Frangou Andreas
Published: July 2002

It is widely considered that the advanced statistical quality improvement techniques (ASQIT) such as design of experiments and Taguchi methods form an essential part of the search for effective quality control. These quality improvement techniques are well established methodologies in which statisticians are formally trained. Research has shown that the application of these ASQIT for solving process quality problems by industrial engineers in manufacturing companies are limited and when applied they are often performed incorrectly. Presents a strategic and practical methodology with the aim of assisting industrial engineers to tackle manufacturing quality problems in a systematic and structured manner. The potential benefit of this practical methodology is its simplicity in usage and it is therefore readily accessible to the engineering fraternity for solving quality problems in real life situations. Also highlights the results of five industrial case studies which were used to validate and refine the methodology.
Alignment and deployment of environmental strategy through total quality management
Authors: Lawrence Lainy , Andrews Duncan , France C.
Published: July 2002

Discusses a quality assurance approach to environmental management with reference to case material from Lucas Rists Wiring Systems. Concludes that an environmental management system should be relatively easy to implement in an organisation with a solid strategy foundation.
Total quality management: origins and evolution of the term
Authors: Martínez‐Lorente Angel R. , Dewhurst Frank , Dale Barrie G.
Published: July 2002

The focus of this paper is to trace the origins of the term TQM and clarify the different definitions employed by academics and practitioners. Feigenbaum and Ishikawa are perhaps the greatest contributors to the development of the term. The other recognised quality management gurus such as Crosby, Deming and Juran have shaped the dimensions, practices and mechanism which underpin the concept, but it is noted that none of these three actually uses the TQM term. TQM started to be used in the mid‐1980s and only became a recognised part of the quality‐related language in the late 1980s. The paper also analyses the key dimensions of TQM and traces their origins.
Next‐generation quality management: multinational, multidisciplinary and performance‐focused
Authors: Dalrymple John , Edgeman Rick L. , Finster Mark , Guerrero‐Cusumano Jose‐Luis , Hensler Douglas A. , Parr William C.
Published: July 2002

Outlines the origin, vision, guiding principles and strategic intents of the Multinational Alliance for the Advancement of Organizational Excellence (MAAOE). Describes how MAAOE brings together leaders from many disciplines who are bonded together by a shared desire to investigate, create, disseminate and apply the multidisciplinary and multicultural knowledge necessary to assist organizations in their quest for excellence.
Gaining perspectives: the future of TQM in public sectors
Authors: Sinha Madhav N.
Published: July 2002

An overwhelming body of evidence concludes that the private sectors provide better quality service than the public sectors. Such findings may well exacerbate the belief of the general public, but, as shown in this article, the progress made in many public sector organisations in many parts of the world point towards a new beginning. Notes, for example, that the application of TQM has begun to redefine the administrative infrastructure and mindset of managers on various fronts. Points out that it may be premature and perhaps less than entirely accurate to pre‐judge the government organisations inherently as inefficient. Suggests that there are signs of eagerness on the part of public managers to move faster and notes that the race for quality is far from over.
Managing People
Authors: Thompson David , Harrison James , Flanagan Hugh
Published: July 2002

Discusses an exploratory study of the impact of NHS reforms on the
management of staff. Argues that “management” has moved from a view that
staff should be provided with a secure and comfortable working
environment to “labour” being viewed simply as a factor of production. The
result seems to be an unprecedented sense of alienation among
significant numbers of NHS staff. Proposes possible ways forward. The
first focuses on the “means”, accepting that the “ends” of the NHS will, for
the foreseeable future, be dominated by the market. The second examines
more closely the market‐driven, business “end” or purpose and challenges
the unitary view of the NHS Trust as a coherent business entity. Beyond
these short‐ to medium‐term responses, concludes that a return to a
somewhat more flexible and less hard‐edged human resources philosophy is
a longer‐term investment as the labour market tightens and skilled staff
become scarcer in the later 1990s.
GPs: Principles and Practice
Authors: Harrison Jean , Burns Paul
Published: July 2002

Defines the role of GPs and explores their possible involvement in
practice management and planning, which authorities are trying to
encourage. Suggests that there would be a conflict of interest between
management and doctors′ relationships with patients, and that they could
risk becoming public scapegoats as they are in the most exposed
position. Raises points to consider, such as should GPs contemplate
becoming involved in practice planning.
The Changing Cultures of Health and Education
Authors: Lloyd John
Published: July 2002

Many public sector managers are facing fundamental organizational
changes, as government macro reforms in health and education reach down
to the managers′ agenda. Cultural changes and a new set of values are
demanding new management approaches and skills as managers seek to
embrace an alternative organizational environment. Seeks to draw out
some practical lessons and examples where successful managers in
hospitals and colleges have embraced the positive aspects of change,
while still preserving those aspects and values of the public sector
which have provided for stability and integrity in organizations. Sets
out a balance sheet for change, considering the detailed operational
issues likely to arise in implementing such changes and suggests that a
sensitive and pragmatic view, focusing on process and people, as well as
outcome, is likely to remain a crucial skill for effective management.
Taking a Strategic Approach to Human Resource Management
Authors: Massey Roy
Published: July 2002

Examines why strategic human resources management is a critical issue
for NHS trusts. Defines “strategic” human resource management in a simple
model, and identifies the business risks of not taking this approach.
Identifies why Trusts find it difficult to take this approach, and
provides some practical advice for both chief executives and HR
directors.
Evaluating National Vocational Qualifications: a European view of
the experience of Mount Vernon Hospital
Authors: Mark Annabelle , Rottier Virgine
Published: July 2002

Evaluates an in‐house National Vocational Qualification scheme at
Mount Vernon Hospital. Examines the main issues of differing management
and trainee perspectives, time and resource constraints and the
non‐transferability of the qualifications at present within a European
context.
Successful people selection in action
Authors: Mak Charles
Published: July 2002

As a people‐intensive industry, the health care service should
invest both time and resource in attracting, selecting and retaining its
staff. Highlights the fact that the traditional interview is a poor
selection tool. Outlines a systematic approach to hiring people and
describes the structured behaviour interview tool. Explains the tool
using a recent recruitment exercise in the health‐care setting.
Concludes that line management should play an active role in staff
selection and organizations should look for better approach and tools to
improve their hiring effectiveness.
Training needs analysis within the community
Authors: Desombre T.R. , Munro L.A. , Priest R.
Published: July 2002

A project was undertaken to provide a description of the training
needs of agencies who are partners in the provision of care in the
community. In developing the research strategy a service design approach
was adopted which complied with the design control requirement of the
Quality Standard EN ISO 9001: 1994. A questionnaire for self‐completion
was sent to 25 individuals involved in delivering community care. The
findings enabled priorities of joint training to be identified. The
findings also enabled training to be suggested for both manager and
direct care staff. Demonstrates the need for skill acquisition in a
variety of areas. Generally it was indicated by respondents that
planning training arising from the project should be multidisciplinary.
Enthusiasm for such training was also a feature of the respondents′
responses.
Correlates of hospital leadership team effectiveness: results of a
national survey of board chairmen
Authors: Weil Peter A.
Published: July 2002

To examine hospital leadership team effectiveness, analyses the
responses of 540 randomly sampled board chairmen of US hospitals.
Reports findings regarding board chairmen′s evaluation of their
hospitals′ productive outputs and of the adequacy of their
communications with the CEO and medical staff president (MSP) in their
hospitals. Notes that over one‐quarter of board chairmen found
communications with the MSP to be only sometimes productive and notes
means whereby positive communications are promoted. Offers suggestions
for board chairman recruitment.
Managerialism and professionalism in general practice: teamwork and the art of “pulling together”
Authors: Dent Mike , Burtney Elizabeth
Published: July 2002

Considers the impact of recent government policy on the organization of primary care in England and Wales. Discusses the notion and practice of “teamworking” currently in vogue, and analyses implications for doctors, nurses and managers working in/attached to general practices. Draws on the findings of a study of primary care team building which took place in a UK health authority (here referred to as “Weston”), and focuses on the experiences of four general practices as they have attempted to develop as multidisciplinary partnerships. Gives consideration to the “new managerialism” evident in the NHS and its attempt to redefine professionalism and professional autonomy.
Managing workforce diversity ‐ a response to skill shortages?
Authors: Gill Philip
Published: July 2002

Explores the strategy of managing workforce diversity as a possible response to skills shortages within the UK National Health Service. Stresses that, if health care organizations truly wish to harness the diversity of their workforce, ways must be found of understanding personal motivations and creating employment opportunities which, as far as it is reasonable, meet these needs and expectations. Emphasizes that failure to adopt such an approach could alienate, possibly permanently, sectors of the potential workforce.
Integrating the Internet into health manpower management
Authors: Sandelands Eric
Published: July 2002

Highlights recent dramatic changes in communications technologies, with an increase in the number of users, providers and applications. Explores the advantages to health‐care professionals of various Internet services, both as a source of information and as a communications platform for management development. Warns that full integration of the Internet into health manpower management will involve radical organizational and process re‐engineering.
Mission impossible? The definition and functions of the medical director
Authors: Leigh Susie , Newman Karin
Published: July 2002

Seeks to throw light on both strategic and managerial aspects of the post of medical director. The medical director is a key executive member of the Trust Board, yet the role remains ill‐defined. The existing published guidance gives some indication of what medical directors should be doing but gives limited information about “best practice” or how to cope with the demands being made on them. A survey of medical directors in 1994 revealed the diversity of the tasks that they can be called on to perform, often with inadequate managerial and secretarial support. The survey also indicated that problems have occurred as a result of the heavy workload and unexpected multiple facets of the role. Concludes that, to make the job somewhat easier, there should be a clear core job specification which is tailored to suit the individual circumstances. This should be combined with generous support and training, together with a suitable reward package.
Trade unions and local bargaining in the NHS
Authors: Corby Susan , Blundell Bob
Published: July 2002

Examines some effects of NHS Trusts moving away at varying speeds from complex national arrangements for determining terms and conditions towards local bargaining. Notes that while there has been some research into the extent and nature of this decentralization, the impact on trade unions has largely been ignored. This research suggests that, far from marginalizing stewards, senior managers have involved them in joint discussions. Although there has not been a renewal of local trade unionism, there has not been a decline, as membership has held up. Moreover, stewards have coped remarkably well with their enhanced roles, even though faced with the increasing and conflicting demands of their work and their union duties, compounded by problems in obtaining time off work because of lack of cover.
Making local pay helpful ‐ part 1: surfacing the hidden challenge
Authors: Sang Bob , Howard Linda , Campbell Ian
Published: July 2002

Reports on a project which looked into the impact of “local pay” on four different types of Trust. Notes that all four were working towards ameliorating the preceived threat of local pay. Reports the use of various methodological approaches such as semi‐structured interviews and a team diagnostic exercise and comes up with numerous findings.
The importance of being earnest: reflections on an attempt to create an information‐led organizational culture in the NHS
Authors: Preston Diane , Loan‐Clarke John
Published: July 2002

Presents a study of organizational culture in a community health‐care Trust in the UK. The Trust has been involved in attempting to create what was described as an information‐led culture and is concurrent with the implementation of a new information system. Describes some of the recent management initiatives which were intended to improve communications within the Trust and to provide employees with a better understanding of the changes which have been taking place. Identifies findings which suggest that there was some distance between the perceptions of management and those of employees. While the senior management team appear to have been in earnest in attempting to ensure that staff have the information and understanding they need, the results of an organizational culture survey suggest that these efforts may have been ineffective.
Does organizational culture affect out‐patient DNA rates?
Authors: Jackson Susan
Published: July 2002

Government interest in health service “did not attend” (DNA) rates was seen to occur by accident, following which efforts to reduce DNAs have tended to concentrate on operational rather than strategic issues. Considers the effect hospital culture has had on DNA rates from an organizational and patient perspective. Identifies some of the key cultural issues that impacted on DNA rates by utilizing observation and telephone survey research methods. Concludes that , in the main, the lack of customer‐oriented organizational culture was seen to affect DNA rates adversely within one NHS provider trust.
The secret of good conversation ‐ investing in success
Authors: Ryder‐Smith Jocelyn
Published: July 2002

Organisations are created by conversations. They are key in all decisions. Negative conversations are familiar and a big investment in failure. We can learn to have positive and creative conversations and to make them even more effective by understanding differences and “talking each other’s language”. There are two models for successful conversations which the author uses in organisation and team development: The Mobius Model (Stockton, 1996) and the Myers‐Briggs Type Indicator (MBTI). The Mobius maps the six stages of effective conversations and enables teams to identify strengths and gaps in how they work. The MBTI provides a logical framework of personality difference which increases mutual understanding, supports the different stages of Mobius conversations, and enables people to identify and respond positively to others who are unlike themselves. The impact of learning these models can be ‐ and frequently is ‐ dramatically improved outcomes.
Substance abuse and dependence in physicians: detection and treatment
Authors: Asubonteng Rivers Patrick , Bae Sejong
Published: July 2002

Substance abuse continues to increase and permeate all sectors of US society including the medical profession. This article details the importance of testing everyone associated with health care organizations, including physicians, as a means of protecting patient welfare, increasing quality of care, and reducing negligence lawsuits, as well as providing treatment and recovery opportunities for those with addictions.
Multilateralism, bilateralism and unilateralism: a critical commentary on the EU’s triple‐track approach to the international dimension of competition policy
Authors: Davison Leigh , Johnson Debra
Published: July 2002

Demonstrates that the European Union (EU) has moved from a twin‐track to a triple‐track approach to the vetting of cross‐border competition concerns. The twin‐track approach is based on co‐operation at the multilateral and bilateral levels. The new third track, not based on co‐operation, is the legal right to unilaterally apply competition instruments extraterritorially. The EU has pushed to establish a multilateral approach through the auspices of the World Trade Organisation. Although there has been some support for this, the reservations from the USA and others make this track unfeasible for the foreseeable future. In the absence of any significant multilateral progress, the EU has concluded bilateral agreements with major partners, but the approach has its limitations – the EU can only deal with the countries with which it has such an agreement. The Commission’s third track unilaterally applies EU competition instruments extraterritorially using the effects doctrine.
If Europe Is to Compete
Authors: Groth John C.
Published: July 2002

Focuses on what it will take for Western Europe to compete in the coming
decades. Attention is given to the nature of competition in the markets
and the likely trends and developments. Addresses key issues such as
changes in standards of living, accumulating adverse social forces,
economic forces and political risk. Predicts the current trend in
European union will not lead to free markets within Europe, and that
barriers against competition from sources external to the EU will grow.
Suggests that it will be ten years before economic and social forces
will need drastic change and until free markets are allowed to develop,
the average person will suffer a slower growth, or even a decline in the
standard of living.
The Involvement Approach
Authors: Cheney Alan B. , Kozlowski Violetta C.
Published: July 2002

Tremendous challenges face those charged with reconstructing the
economies and workforces of the formerly Communist Eastern European
nations. The temptation is great to apply proven Western European and
American models to the problem. There are clear dangers in doing so if
an attempt is made to “force‐fit” such models on economies and enterprises
very different from those in the West. Research and practice in change
management principles clearly point to practices, such as high
involvement and participation by local workers and managers in
rebuilding their own companies, that are essential to success. These may
be overlooked, or ignored, in the rush to “fix” Eastern European
economies. A balance between a sense of urgency and sound management and
leadership practices must be taken. Most important, nothing must be done
that undermines Eastern Europeans′ opportunity to practise democratic
ideals and be directly in charge of their own density.
Motivation, Management and Marketing – An Eastern German Case Study
Authors: Kaufmann Rudi , Davies Barry J. , Schmidt Ruth
Published: July 2002

The transitional problems of formerly centrally planned economies have
received much attention, in terms of both economic advice and wider
academic consideration. In order to develop concrete gap‐bridging
measures, micro as well as macro economic concerns need to be addressed
and timing and priority issues resolved. Considers the transitional
problems of one of the fastest changing economies – that of the former
German Democratic Republic, now called the New Lander of the Federal
Republic of Germany. Examines the various approaches to closing the
important (or strategically significant) gaps. Presents a culturally
adapted gap‐bridging model. Shows the model to be a useful framework for
the consideration of adaption criteria. Explores the uses of the model
as a basis for education and training of various levels of management,
and develops a general transition model for education and training which
may serve as a paradigm for other Eastern European countries in
transition.
Europe′s Asian opportunities learning from the USA and Japan
Authors: Ju Choi Chong , Hee Lee Soo , Lynskey Michael J.
Published: July 2002

Suggests that the existing literature in management on Asian
corporate and industrial strategies has tended to focus on the
relationship between the USA and Japan. Research has greatly neglected
such comparisons between Europe and Asia, although there are recent
exceptions. Aims to analyse business relations in the triad: Europe,
Asia and the USA, with a focus on the future of the Europe‐Asia
relationship. Also addresses how US corporations have competed
unsuccessfully against Japan, and whether European countries and
companies can avoid such future defeats.
Changing competitive forces in Europe continuous improvement in a
sample of French, German and British companies
Authors: Augsdorfer Peter , Harding Rebecca
Published: July 2002

For a company seeking to implement a continuous improvement (CI)
strategy, research has pointed to two pertinent policy suggestions.
First, it is possible to take the essence of a CI philosophy (i.e. one
where the emphasis is on creating an improvement‐based learning culture
in the company) and apply it in any environment, however underdeveloped
in terms of the tools of quality management it may be. But the key to
success lies in the second factor for success. It is suggested that in
order for a CI programme to be sustainable it has to be viewed as long
term and company wide. The tools and infrastructure of quality
management have to be supported by strategy, culture and process in a
way that allows the organization to learn and, hence, improve itself.
German culture and the lift truck industry: how Jungheinrich became
the second largest firm in the industry
Authors: Boyle Emily
Published: July 2002

Discusses the nature of business cultures between two European
Union nations – Germany and the UK – and how these cultures
affect their economic performance. Details the way takeover bids are
conducted between the two countries and the ramifications for both
management and employees of the respective companies involved. The
charge that nationalism plays a big part in negotiations is made by
some, and raises the question of the desirability of the increasing
concentration of industrial ownership in the hands of one member of the
community at another′s expense.
Managing the economic impact of accounting regulation: the Spanish
case
Authors: Blake John , Amat Salas Oriol , Clarke Julia
Published: July 2002

Company financial managers, when confronted with a change in
accounting regulations, may face a change in their economic environment
as a result of the reaction of users to the reported accounting
information. In 1990 a requirement for lessees to capitalize finance
leases was introduced in Spain. Reports the results of a survey in Spain
of two key groups, company financial managers and bank financial
analysts. The study concludes that leasing companies successfully
lobbied for changes in the accounting rules which actually proved
adverse to their economic interests; and company managers and bank
analysts misunderstand each other′s reactions to the capitalization of
finance leases. Indicates that managers can benefit from studying
research on economic impact issues before determining their own
response.
The transatlantic economic space: filling the vacuum or towards the final frontier?
Authors: Dent Christopher M.
Published: July 2002

Recent global events and developments have sharpened the focus on the transatlantic relationship and required the European Union and the USA to redefine the basis on which it can and should be sustained. Discusses how far the building of a more formalized transatlantic economic space (TES) is able to provide this now that the pretext for maintaining the intimate security relationship appears less tenable. Asks, ultimately, whether the TES is simply a means to fill the vacuum left by the old security relationship or whether it could prove integral to a grander design to develop a more extensive and robust alliance between the USA and a new Europe.
The USA encourages international tourism
Authors: Walle Alf H.
Published: July 2002

Describes how, in response to a weakened market share, the USA sponsored the White House conference on travel and tourism which was held in October 1995. A highly successful event, the conference proposed strategies and tactics which encourage international travel to the USA. Suggests that, on the one hand, this conference points to future increased competition which the USA will exert within the international tourism industry. On the other hand, believes the findings and suggestions of the conference may be useful to the European travel and tourism industry as it forges tactics for its own future growth.
Trends and patterns of European foreign direct investment in Turkey
Authors: Tatoglu Ekrem , Glaister Keith W.
Published: July 2002

Expects that the entry of Turkey into the customs union with Europe in January 1996 will spur the flow of European foreign direct investment (FDI) to Turkey with European companies being attracted by the relatively fast‐growing Turkish market. With Turkey likely to become an ever‐more important location for European FDI, provides a timely account of European equity venture formation in Turkey. Explains that, since 1980, the trend of European FDI in Turkey has been commensurate with the legal and institutional reforms which have been undertaken to encourage FDI. Drawing on a Turkish Government database, examines several dimensions of European FDI: trends in FDI over time; country of origin of investment; sector of investment; capital size of investment; geographical location and company type. Claims that this set of characteristics provides a more detailed account than previously has been made of European FDI in Turkey.
Acquisition experience of UK firms in the former East Germany
Authors: Clarke‐Hill Colin M. , Robinson Terry
Published: July 2002

Reports the results of fieldwork conducted in September 1994 on a sample of UK companies which had acquired businesses from the German privatization agency, the Treuhand, and a number of local agencies that had direct roles to play in the economic redevelopment of the new Eastern Länder. Develops and relates the experiences of these companies and explores the strategic motivations for their entry to the East German market. Questions the need for UK firms to gain experience in East Germany before venturing further into the developing economies of central and eastern Europe.
Should the UK join the European single currency?
Authors: Dearden Stephen J.H.
Published: July 2002

Reviews the attempts to introduce greater exchange rate stability into the European Union, culminating in the 1992 crisis in the Exchange Rate Mechanism, and the UK’s withdrawal. Outlines the Maastricht Treaty proposals for monetary union by 1999. Finally, reviews the arguments for and against UK adoption of the single currency, drawing, where possible, on the limited empirical evidence.
Electronics foreign direct investment in Singapore: a study of local linkages in “Winchester City”
Authors: Brown Ross
Published: July 2002

The paper examines the role played by foreign direct investment in developing local linkages in Singapore’s electronics industry. Backward material linkages have developed as a result of two processes: the development of indigenous local suppliers, mostly within the fabricated parts sector, and foreign investment by overseas suppliers, especially in the hard disk drive sector. The economic development potential of these suppliers varies, and local suppliers in contract manufacturing offer the best hope for future indigenous growth within the supply base. Public policies targeted towards supplier development and upgrading the quality of multinationals play a significant role in facilitating local linkage development in Singapore.
Financial management practices in China: a case study approach to companies in the Shanghai region
Authors: Ooghe Hubert
Published: July 2002

The objective of this study is to describe financial management practices in China by means of a qualitative, case study approach. A total of 16 firms in the Shanghai region were interviewed. The research results refer to: investment in fixed assets; financing methods and sources; dividend policy; working capital management; internationalization; and financial organization and financial departments.
A Look at German Outplacement and Career Management
Authors: DeGroot Dean R.
Published: July 2002

International employment continues to grow for the industrialized
nations as their economies become more interdependent. An example of
this trend involves Germany and the US employment and career issues
which need to be considered when consulting abroad. Research was
conducted in order to compare and contrast German and US
outplacement/career practices. Specific interview impressions were
gathered from several outplacement/career management professionals in
Germany. Provides details about outplacement consulting services,
differences in employee/career aspects between German and US employees,
and the unique challenges faced by German employees. Although many
outplacement services are similar between the two nations, German
consultants appear to provide more of an “administrative” focus when
working with German employees, whereas the US consulting firms provide
more of a “sales” focus. German employees have historically had more
employment protections than their counterpart US employees. However,
political and economic changes in Germany are more volatile than those
experienced in the USA. The “safety net” for German employees is beginning
to crumble, and with these changes come insecurity and emotional
distress. Knowledge of these nuances can assist career professionals in
working with a German workforce.
The end of the job
Authors: Lloyd Bruce , Bridges William
Published: July 2002

Presents the transcript of an interview with William Bridges,
author of Jobshift: How to Prosper in a Workplace without Jobs.
Argues that the whole, traditional concept of the job is now becoming a
historical artefact. As well as discussing challenges for the future,
touches upon benchmarking and re‐engineering, leadership and strategy,
and the high priority for learning. The transcript is followed by a
review of the book.
Development of a perfusion suit incorporating auxiliary heating and cooling system
Authors: Ruckman J.E. , Hayes S.G. , Cho J.H.
Published: July 2002

Based upon numerous assertions that a garment should be developed to maximise athletes' muscle performance while maintaining freedom of movement, this paper initially discusses the development of a perfusion suit that utilises a flexible single layer cooling system, with a view to the development of a cooling garment that does not employ a conventional tubing system which can restrict movement. The stages of the development have been described in detail, and an appropriate evaluation completed for both the initially developed perfusion suit and the subsequently developed cooling garment (modified perfusion suit). From results obtained from experiments conducted using the cooling garment, which incorporates super absorbent sodium polyacrylate pads as the cooling component, the following conclusions were drawn. First, anterior thigh temperature was reduced by 4–5°C at the end of the cooling period confirming that the developed cooling garment provides effective cooling. Second, although the difference between the skin temperature of the anterior thigh when cooling is applied to that when cooling is not applied decreased during the exercise period, the difference is still significant confirming that cooling of the anterior thigh by wearing the developed cooling garment persists throughout the duration of exercise.
Graphical analysis of bra size calculation procedures
Authors: Wright M.C.M.
Published: July 2002

A widely used procedure for calculating bra size from body measurements is analysed graphically. It is shown that arbitrarily small variations in the body measurements can cause a difference of up to three cup sizes in the calculated bra size. Some implications are discussed and improved procedures suggested.
Business process management
Authors: Llewellyn Nick , Armistead Colin
Published: July 2002

This paper explores evidence of “social capital” within the service delivery process of a large telecommunications company. It considers the extent to which a specific business process exhibited structural, relational and cognitive features of social capital, which enabled social credits to be traded and status to be conferred across operational boundaries. Through a textual analysis of interview data, the research generates an understanding of how certain groups within business processes – often utilising informal structures – created, maintained and exchanged social credits. This framework of analysis is then applied to address the function of social capital within the process. Evidence is presented to suggests that credits shared across functional boundaries informed upon employees ability to deal with emergencies, recover services and to cope when things went wrong. The paper concludes by making a range of propositions that may enable managers to identify, build and maintain social capital within processes.
Efficient consumer response as a supply chain strategy for grocery businesses
Authors: Hoffman Joyce M. , Mehra Satish
Published: July 2002

Quickly responding to customer needs has become a major priority for retail businesses such as grocery operations. Customer satisfaction is an absolute for staying competitive in these retail operations. This paper discusses efficient consumer response (ECR) as a supply chain strategy in grocery businesses by analyzing the adoption of ECR strategy by five major grocery operations in US markets. Furthermore, a management action plan is presented for future adoption of ECR strategy by similar business operations.
Service Typologies: A Transaction Modelling Approach
Authors: Haynes Ray M.
Published: July 2002

Most services rely on a real‐time transaction between provider and
customer. The nature of this interaction determines an immediate quality
perception of the service by the user. In the long term, these
cumulative quality perceptions may significantly affect the overall
viability of the service and success of the provider firm. A transaction
matrix is developed that allows placement of any service delivery
process with respect to the technology and people interface
characteristics. Selective repositioning within the matrix is shown to
influence performance and productivity. A prescription for management is
presented to allow use of the transaction model in strategic planning
and tactical decision making.
Internal Services: Gaps in Needs/Performance and Prescriptions for Effectiveness
Authors: Vandermerwe Sandra , Gilbert Douglas J.
Published: July 2002

Internal services are fundamental to corporate competitiveness
today. Not only do they support line functions but also are directly
adding value to the company′s final offerings. However, the level of
performance of internal service providers is not meeting the
requirements of their users. The authors, continuing their research in
this area, surveyed 300 executives on the importance and performance of
internal services. They demonstrate the perceived gap between service
users′ needs and service providers′ performance, try to understand why
this gap exists, and offer some organisational diagnostics for
identifying these gaps and prescriptions for redressing them.
On the Service Potential of Staff in Line‐Staff Relationships
Authors: Plesch Benita E.C. , Broekhuis Manda , Disselen Karin E.
Published: July 2002

Presents a model used by the Dutch Ministry of Home Affairs for
analysing staff tasks. This model provides a productive base for
examining and evaluating the added value staff can have for the
organization. Using this model, responsibilities and competences can be
assigned to line management and staff and the relationship between
suppliers (staff) and clients (line) becomes lucid. Includes a
discussion on the development of staff and the instruments introduced by
which staff units improve their service functioning: decentralization,
working with product plans and output norms, and improvement of the
information supply processes.
The Changing Lending Role of Managers in the Financial Services Sector
Authors: Hughes Mark
Published: July 2002

The research aimed to identify the form which technological and
organizational change in the lending role of managers had taken and the
rationale for such changes. The methodology was based on case studies of
the managers′ lending role in a major building society and a major bank.
Qualitative data were gathered through semi‐structured interviews with
36 managers at both branch and head office level. The manager was
becoming an increasingly important resource as the business within the
branches had expanded. Identifies the changes within four specific
aspects of the manager′s lending role; “manager as line
manager”, “manager as salesperson”, “manager as
product expert” and “manager as decision maker”. In
each aspect of the lending role, the rationale for change appeared to be
a desire to use managerial time more effectively.
Quality Blueprints of Internal Producer Services
Authors: Mattsson Jan
Published: July 2002

Although the industrial service sector represents an increasingly
important sector in the economy, only a tiny fraction of research has
probed the secrets of how new industrial service processes are
structured. Reports the results of two case studies of internal producer
services in firms to develop a new pump and to upgrade existing test
facilities. By using a qualitative, interpretative data collection
method, quality elements, representing underlying quality dimensions,
were elicited from unrestricted verbal materials produced by participant
actors in the development process. Elements were then modelled as
quality blueprints depicting the structural aspects of how different
kinds of qualities were contributed by actors. Based on empirical case
data, two types of elements were distinguished. Core dimensions, which
had to be met for the project to succeed, were classified as defining
elements. Remaining elements, which were seen as consequences, were
termed derived. Argues that, by using qualitative blueprints, management
can become more aware of different quality dimensions connected with
industrial development work and is able to allocate resources according
to set priorities. Finally, draws some tentative conclusions regarding
the “underground” character of initial development work, the
high dependence on external competence and the similar stages of the
developing process.
The Service Quality Concept and a Method of Inquiry
Authors: Lindquist Hans , Persson Jan E.
Published: July 2002

Presents a method for analysing statements (e.g. theories) about
service quality. Uses a method, the Pentad, based on the work of the
American literary and social critic Kenneth Burke′s work A Grammar
of Motives. The Pentad′s five key terms Act, Agent, Scene, Agency
and Purpose – which corresponds to five questions: What? Who? When
and Where? How? Why? – are strategic spots at which ambiguities
necessarily arise, when one makes statements about what people do and
why they are doing it. A central thesis of Burke′s is that the meaning
of an act or event is based on the five key terms (on the answers to the
five questions) in toto. If some of the key terms remain
unspecified (i.e. the corresponding questions unanswered) the meaning of
the event or action in question is correspondingly ambiguous. The method
operates to assist (half‐formed) theories to become self‐conscious and
articulate.
Understanding demographic effects on marketing communications in services
Authors: FitzGerald Maureen , Arnott David
Published: July 2002

Points out that research into the use of demographics as a segmentation variable has waned in favour of other variables, noting that research is sparse into links between membership of demographic segments and perceptions and reactions to marketing communications. Describes how, in many service sectors (e.g. airlines), the demographic profile of the consumer base has changed radically in recent years. Investigates differences between the perceptions and responses of demographic and product usage segments to the marketing communications of airlines, and demonstrates several key differences. Concludes that the importance of these segmentation bases appears to be undervalued in services, as findings indicate that changes in gender, age, culture, usage frequency, etc. affect perceptions of advertising, sales promotions and publicity ‐ with consequent effects on purchase behaviour.
The satisfaction and retention of frontline employees
Authors: Rust Roland T. , Stewart Greg L. , Miller Heather , Pielack Debbie
Published: July 2002

Argues that employee turnover is highest among employees who are not satisfied with their jobs. Because qualified employees are becoming more scarce and difficult to retain, organizations need to focus on increasing employee satisfaction. Suggests that one useful approach for increasing employee satisfaction is to view workers as customers. Based on the notion of employee as customer, illustrates how a customer satisfaction measurement approach can be applied to the measurement of employee attitudes. Suggests that the metaphor of employee as customer is indeed useful. Also demon‐strates how this approach yields actionable results that managers can implement to increase employee satisfaction and thereby retention.