bluuebunny/crossref_metadata_2025 huggingface dataset:
A Dynamic Model for Continuous Improvement in the
Management of Service Quality
Authors: Babbar Sunil
Published: September 2004

Quality is increasingly becoming the key determinant of
demand for goods and services. Managerial philosophy and perceptions
shape the overall corporate attitude towards quality and define the
parameters for its role as a determinant of competitiveness and
performance. Quality of services is defined and determined primarily by
individual customers through their perceived delivery of service
attributes expected. Customer input and feedback is essential for
bridging the gap between the perceptions of management and those of the
customers, as they view service quality. It is only the mutual
synchronization of perceptions that ensures high quality. This article
discusses important limitations of contemporary methods in use for the
control of quality in services. It models a system and provides a
complete and effective quality management framework. The proposed model
is dynamic, flexible and utilizes information gathered through an
unbroken chain of customer input and feedback in ensuring
competitiveness through continuous improvement. Contributions of the
model are also listed.
An Empirical Study of Delivery Speed and Reliability
Authors: Handfield Robert B. , Pannesi Ronald T.
Published: September 2004

Two distinct models of delivery reliability versus delivery speed
are tested. On the basis of data from a survey of 193 manufacturing
firms, factors associated with the “planning” systems of
firms, such as production‐plan goals achieved, inventory goals achieved,
and master schedule performance, were found to have a significant effect
on delivery reliability. In follow‐up interviews with 13 plant managers;
it was found that “process”‐related factors were associated
with delivery speed capabilities. Specifically, the biggest inroads to
be made into delivery speed are first on the design/manufacturing
interface, secondly on the subsequent “translation” of these
designs to supplier requirements, and lastly on the production floor in
terms of process layout.
The Competitive Characteristics of Scottish Manufacturing
Companies
Authors: Shaw W.N. , Clarkson A.H. , Stone M.A.
Published: September 2004

Aims to examine the competitive characteristics of Scottish
manufacturing industry as perceived by the companies themselves. Reports
on an empirical survey of all medium (over 100 employees) to large
manufacturing companies located in Scotland. The high response rate
reflects the topicality of the subject‐matter at director level. Begins
by providing a brief profile of respondents, then focuses on the present
situation facing Scottish manufacturing companies. Themes discussed in
this section include: marketing practices; current competitive features;
buying/purchasing effectiveness; planning, control and appraisal methods
and finally the critical factors which are currently providing a
competitive edge to companies′ activities. The next section briefly
discusses present and future issues relating to exporting and Europe.
Finally looks to the future by examining issues such as internal factors
of importance to business success, proposed investment in engineering/
manufacturing techniques, future challenges from external sources and
lastly, likely strategic directions over the next five years.
Research Framework for Investigating the Effectiveness of
Dampening Procedures to Cope with MRP System Nervousness
Authors: Ho Chrwan‐jyh , Narasimhan Ram , Melnyk Steve A. , Carter Phillip L.
Published: September 2004

There are several alternatives suggested in the literature to deal
with material requirements planning (MRP) system nervousness.
Conventional uncertainty buffering techniques, such as safety stock,
excess capacity, and safety lead time, can be used to cope with
unplanned events and to reduce the impact of system nervousness.
However, inappropriate use of safety stock could result in significant
work‐in‐process inventory and using safety lead time could distort
priorities and increase inventories. Safety capacity is another
buffering mechanism which has been used to deal with uncertainty.
Dampening procedures to cope with system nervousness have recently
received some attention. Here a classification framework is presented
which provides a basis for investigating the relative performance of
dampening procedures to cope with MRP system nervousness. Operating
characteristics are identified and future research directions are
suggested.
Performance Measurement Revisited
Authors: Blenkinsop S.A. , Burns N.
Published: September 2004

Performance measurement systems, traditionally found within the
management accounting function and utilized for information and control
purposes, have more recently been used within the manufacturing function
as the basis for on‐going improvement programmes, particularly those run
at shopfloor level. Investigates the reasons behind this shift in
emphasis. In an attempt to understand the behavioural consequences of
performance measurement systems and identify their role in achieving and
sustaining competitive advantage within manufacturing enterprises,
analyses a “one‐best way” approach to shopfloor measurement
systems. Discards this in favour of an alternative approach outlined.
Measuring Success in AMT Implementation Using
Customer‐Supplier Interaction Criteria
Authors: Zairi Mohamed
Published: September 2004

Based on a research project looking at user‐supplier interactions
in the context of AMT, attempts to discuss an alternative to the
measurement of success, based on a close scrutiny of user‐supplier
interaction processes. Closely examines a variety of factors which are
both internal and external in nature. Presents some key factors which
have been identified as facilitators or inhibitors for the
implementation of AMT and also draws some comparisons with key findings
from other studies and in similar areas of research.
Situational Factors Affecting Performance‐rating Ability
Authors: Das Biman , Smith Donald R. , Hennigan James K. , Yeager Richard J.
Published: September 2004

The effect of situational factors on the rating ability of 28
industrial analysts was determined through the use of rating films. The
rating ability was evaluated in terms of rating accuracy and
consistency. Significant differences in rating accuracy were found among
the analysts from five different companies. The analysts who used time
standards for planning functions surprisingly rated more consistently
than those who employed time standards for a wage incentive programme.
Shop labour organization, union or non‐union, had no significant impact
on the analysts′ rating ability. The analysts′ rating consistency was
significantly better for the medium (85‐120 per cent) and fast (125‐145
per cent) pace ranges than for the slow (60‐80 per cent) pace range. The
rating consistency of the fast pace range was significantly better than
the medium pace range. The familiar (machining) operations were rated
more accurately and consistently than the unfamiliar (sheet metal)
operations. The rating accuracy for the simple operations was
significantly better than the moderate and complex operations. The
simple and complex operations were rated significantly more consistently
than the moderate operations.
A Recent Development of the Integrated Manufacturing
System: A Hybrid of MRP and JIT
Authors: Lee Choong Y.
Published: September 2004

MRP is a priority‐planning technique, not an execution tool. Waste
can be avoided through the use of JIT as an execution tool, where only
those materials which are actually needed on the factory floor are
“pulled”, when they are needed. Describes a hybrid
manufacturing system which incorporates the traditional MRP system and
the Japanese JIT system in a single framework. The rationale is not
whether MRP or JIT is better; it is how they complement each other in a
hybrid system. Specifically, this framework attempts to integrate both
MRP and JIT production. The integrated hybrid system can provide better
production planning, scheduling and control. It employs the logic of MRP
and JIT, but it eliminates some of the inherent problems and drawbacks
in both systems.
An Alternative Framework for the Design and Implementation
of Cellular Manufacturing
Authors: Afzulpurkar Sham , Huq Faizul , Kurpad Mahesh
Published: September 2004

Presents an alternative framework to resolve the initial problems
encountered in implementing a cellular manufacturing (CM) project. There
are not a large number of case studies available detailing the same. The
main thrust is on identifying some of the problems which arose in
implementing a CM project at Otis Engineering, a business unit of
Halliburton Corporation located in Carrollton, Texas. The project was
implemented at one of Otis′s four plants and only the product line
manufactured by that plant was considered. The extensive literature on
scheduling in CM was drawn on to resolve problems in reducing set‐up
times and increasing throughput. Set‐up‐time reduction, process
capability, operator training and scheduling strategies were deemed to
be critical to the successful operation of the cell.
Using the Analytic Hierarchy Process for ABC Analysis
Authors: Partovi Fariborz Y. , Burton Jonathan
Published: September 2004

Presents a multicriteria approach to the ABC classification problem
in inventory control. The proposed method, based on Saaty′s Analytic
Hierarchy Process, rates items on both qualitative and quantitative
criteria. Demonstrates the model through an example, using real data
from the maintenance department stock room of a pharmaceutical company.
A series of simulation experiments show how the resulting classification
can benefit inventory control in this company.
Manufacturing Practices in the Commonwealth of Independent
States
Authors: Ardishvili Alexander , Hill Arthur V.
Published: September 2004

Seeks to identify and compare the production planning and control
practices in the small machine tool and non‐fashion textile industries
in the Commonwealth of Independent States (CIS). The survey results
provide valuable background information for researchers and
practitioners who are seeking ways of helping the economy in the former
Soviet republics move towards a more effective system. The findings on
the emerging linkages between production and the market are particularly
interesting and provide insights into manufacturing practices that will
be of use to prospective international joint venture partners. In
addition, insights from the experience in the CIS may also help scholars
develop a more general theory of manufacturing excellence that can be of
use in any manufacturing context. The study is particularly timely as
the Soviet command‐control systems disintegrate and many world leaders
are beginning to promise technical assistance to help restructure the
economy in the former Soviet republics.
Evaluating Lot‐sizing Performance in Multi‐level MRP
Systems: A Comparative Analysis of Multiple Performance Measures
Authors: Ho Chrwan‐jyh
Published: September 2004

Past research in examining the performance of alternative
lot‐sizing rules has focused on the total cost of inventory carrying
cost and set‐up cost. Although this cost‐related performance measure is
significant for evaluating the overall efficiency of production systems,
there are other variations such as frequent rescheduling, generally
referred to as system nervousness, occurring that would affect the
production scheduling and subsequently the system performance. Expands
the performance criteria to re‐evaluate the effectiveness of using
several commonly tested lot‐sizing rules in a multi‐level MRP system
under stochastic operating environments by means of a simulation study.
Results indicate that the Silver‐Meal algorithm seem to perform very
well under most operating environments tested. Also, the operating
environments play a significant role in the relative performance of
lot‐sizing rules tested.
On the Constrained Multi‐item Single‐period Inventory
Problem
Authors: Ben‐Daya M. , Raouf Abdul
Published: September 2004

Develops a procedure for solving the single period multi‐item
inventory problem having budgetary and space constraints. The proposed
procedure is simple to implement and allows easy sensitivity analysis
with respect to the problem parameters.
Strategic Corporate Assignments and International
Management Development
Authors: Temporal Paul , Burnett Ken
Published: September 2004

As the world becomes more of a global market rather than a
collection of separate markets it is important for MNEs to develop
international managers who can be safely moved between different
national, cultural and business environments. It is suggested that
involving managers in formulating and implementing international
corporate strategy (in this case market entry strategy) contributes
directly to the international management development process. This is
primarily derived from manager involvement in the solving of problems in
cross‐cultural communication, through experiential learning and through
being forced to use a high level of imagination and entrepreneurship. It
is argued that “hands on” experience in the market entry
process is one of the most effective ways to develop this relevant
management expertise, but that this can, however, bring about
unfortunate results if managers are not prepared properly. A case
history shows the benefits and drawbacks associated with this kind of
development, and the implications for the development of international
managers.
Managerial Traits and Skills
Authors: Yau W.S.L. , Sculli D.
Published: September 2004

Some of the work on managerial skills and traits is reviewed. This
covers the problem of establishing the traits and skills involved in
effective management and the difficulties encountered when attempting to
measure them. The work of Ghiselli is used as the main reference for
managerial traits, and that of Mintzberg for managerial skills. Problems
of assessing these qualities when selecting managers at entry and higher
levels are discussed and some comments on cross‐cultural differences are
also included. The work on traits and skills can help those involved in
management development to design more effective training programmes to
develop or enhance a particular management skill.
Attributes of Success in African Management Development
Programmes: Concepts and Applications
Authors: Safavi Farrokh , Tweddell Colin E.
Published: September 2004

Three case studies demonstrate areas in which management
development programmes are successfully carried out. Management
development of Kenyan building contractors through seminars and
practical remedial assignments; management development of Ethiopian
consultant‐managers involving all group levels in the firm or factory;
and development of black entrepreneurs in South Africa by hands‐on
training in regional and vernacular languages. Thirteen postulated
attributes of success have been distilled from this research, and from
an examination of the cultural and environmental factors affecting black
managers as trainees, consultants, and businessmen. They include a
discussion, of concern for immediate improvement, of in‐house supportive
groups, integrating experienced managers into the programme, a system of
rewards and penalties, learning‐by‐doing, total commitment and
enthusiasm, an expanded range of visual aids, follow‐up coaching on the
job, team work, outside evaluation, etc.
Whose Job is Management Development? Comparing the Choices
Authors: Davis Tim R.V.
Published: September 2004

Managers and human resource
specialists often prefer a particular
approach to the delivery of training and
development above all others.
Frequently, this approach is advocated
as a blanket solution to a firm′s
managerial problems with little
consideration of other approaches. The
strengths and weaknesses of the
various approaches to management
development are evaluated and their
application for developing different
levels of management in small and large
companies is discussed.
The Role of Culture in Training in a Multinational Context
Authors: Chew Keng Howe Irene , Tsai‐pen Tseng Anthony , Teo Kim Hong Adrian
Published: September 2004

Managers working for multinational companies need to be culturally
sensitive, as do those responsible for training methods and materials in
different cultural settings. The issues associated with the
effectiveness of applying training and development techniques and
processes across different cultures are focused on, specifically: the
need for human resource development professionals to be sensitive of
cultural factors in different nationalities in their training
activities; the need for cross‐cultural training for managers; and the
impact of cultural factors on the processes in training and development.
Simulation in the Hospital Setting: Implications for
Managerial Decision Making and Management Development
Authors: Rakich Johathon S. , Kuzdrall Paul J. , Klafehn Keith A. , Krigline Alan G.
Published: September 2004

Simulation is a powerful analytical technique that plays a role in
the development of managers′ problem‐solving and decision‐making skills
as well as those skills related to effecting organisational change and
dealing with the dynamics of organisational behaviour. An overview is
presented of simulation in the health services setting. Two specific
hospital simulation applications concerning the design of a same‐day
surgery unit and the reallocation of beds among services are described.
Each examines the impact on managerial skills and how simulation
enhanced those skills. Finally, the implications of using simulation as
a strategy for management development are discussed.
Management Development Revisited
Authors: Conant James C.
Published: September 2004

Management development is largely expensive but cost has not been properly assessed and the relevance of most programmes has not been calculated. Management development is largely educational. Suggestions are made regarding what could be measured as outcomes: employee morale, increased productivity, improved attendance and time‐keeping, fewer accidents, improved quality, enhanced promotion for participants.
Developing Entrepreneurial Skills through the Use of Behavioural Simulations
Authors: Stumpf Stephen S. , Dunbar Roger L.M. , Mullen Thomas P.
Published: September 2004

Entrepreneurship education is struggling to define itself, to create a meaningful knowledge base, and to develop, entrepreneurial skills in managers. As an integral part of this process, the utility and appropriate‐ness of various teaching methods are frequently explored. It is suggested that the behavioural simulation technology, which has been successfully used to teach strategic and organisational processes and to diagnose and develop managerial skills, may be appropriate for developing entrepreneurial skills. Empirical data are used to support the argument that behavioural simulations create an appropriate teacher‐learner environment to accomplish many of the learning objectives of entrepreneurship education.
Developing Managers′ Ability to Empower Employees
Authors: Alpander Guvenc G.
Published: September 2004

One MNC′s attempts to develop empowerment strategies are reviewed. These strategies are based on a cross‐cultural study of employee needs in the company′s Australian, German and Japanese subsidiaries. Although the need to control stands out in each of the three countries, employee needs patterns are different. The needs for economic security, belongingness, recognition, self‐worth, and control relate with each in different configurations and patterns. Because of significant differences in employee needs patterns, empowerment strategies enabling employees to fulfil their need to control cannot be transferred from one culture to another without major adjustments. In some instances very little is needed to empower an employee while in others almost nothing works. Some light is shed on why, within an MNC, a similar amount of control over their work and work environments empowers Japanese workers much more than their Australian and German counterparts.
Total Quality Management at TRW
Authors: Honeycutt Alan
Published: September 2004

TRW and the American business sector in general is faced with a
crisis that is not only a financial crisis. We are faced with increasing
competition and are questioning our ability to respond. We have
identified the problem, we have analysed the competition, and now we
understand why their products are gaining market share. We have also
identified the potential solutions. Discusses the concepts of total
quality management and continuous process improvement as a solution.
Focuses on the defence industry, and TRW in particular; however the
principles do have broader applicability to all American businesses.
A Testing Time Ahead: Pathology Services in the NHS Hospital and Primary Care Sectors
Authors: Szczepura A.K.
Published: September 2004

The future of pathology services in the NHS is currently under
consideration. Recent developments in diagnostic technologies and their
possible impact on pathology testing in the future are discussed. Trends
and patterns of demand for all three main pathology specialties are
analysed over the 12‐year period, 1974‐86. The inflation‐adjusted,
revenue cost of pathology testing per hospital admission (excluding
capital costs) is shown to have fallen in real terms over this period,
although it is uncertain whether this would still be the case were
capital costs to be included. In the hospital sector, reported increases
in demand can be quite simply related to increasing hospital activity by
using a linear regression model. However, the very large increases in
demand observed in the primary care sector cannot be related reasonably
to any routinely reported practice activity indicators. The implications
of this highly volatile pattern of demand in general practice are
discussed, especially in relation to recent technological advances
designed to produce rapid, near‐patient, surgery‐based tests. Although
analysis indicates no evidence for historical technology‐induced
increases in demand for laboratory services following the introduction
of laboratory automation in the 1970s, the possibility of
technology‐induced demand in the primary health care sector following
the widespread introduction of surgery‐based tests is discussed.
Overcoming Clinicians′ Resistance to Consumer Satisfaction Surveys
Authors: MacLachlan Malcolm , McAuliffe Eilish
Published: September 2004

Conducting a consumer satisfaction survey can be fraught with
difficulties. Although these difficulties are rarely discussed, they may
bias the research by influencing the nature of the data which are
finally reported in the survey results. Discusses problems and offers
solutions regarding control and compliance, acknowledging objectors,
“ownership” of the project, “ownership” of
patients, professional rivalries, who should be assessed, how questions
should be asked, how results should be reported and who should undertake
the survey. Concludes with ten questions to ask oneself before
conducting a customer or patient satisfaction survey for a health
service.
The Role of the Clinical Director in the NHS: Some Observations
Authors: Willcocks Stephen G.
Published: September 2004

Briefly examines the role of the clinical director in the NHS.
Utilizes the research of Gabarro on the process of “taking
charge” in a new managerial role and applies this conceptual model
to the experiences of clinical directors. Discusses the factors relevant
to success in the process of “taking charge”, in particular
the presence of prior experience relevant to the role and the ability to
establish good relationships with peers, subordinates and/or bosses.
Concludes that clinical directors should be given more help and support
in the learning processes involved in taking on a new role. Utilizes
data collected by interviews with a small sample of doctors involved in
management.
Difficult Choices in Health Care
Authors: Bull Adrian R.
Published: September 2004

Considers the two issues of the range of health care services and
balances within the range. Notes the necessity of conducting a national
debate concerning the range and limits of service provision within the
health service framework. Stresses the importance of making decisions of
balance within the range at local level. Unless there is a rational
framework for decision making at both levels, both patients and society
itself will suffer from inconsistency, confusion and inequity.
The Effects of Policy Change on Family Doctors: Stress in General Practice under the New Contract
Authors: Myerson Sybil
Published: September 2004

Investigates the effects of policy change‐the Government New
Contract (1990) – on the workload and lives of family doctors,
using an open‐ended interview approach and numerical research adapted
from it. Provides an account of 20 urban general practitioners′
perceptions of their stresses in general practice under the new 1990
contract. Uses an open‐ended, emic, interview approach in order to
reflect the perspectives of the participants rather than the assumptions
of the researcher. Considers some of the problems and assets of the
methodology. Uncovered many stresses during the interviews but focuses
on the main ones which involve the effects of the new contract on being
“on call”; nightwork; administration and increased
paperwork; financial problems; relationships; inherent practice
stresses; and job satisfaction. Involves a quantitative component to the
survey, which consisted of a postal questionnaire designed from the
findings of the preliminary open‐ended interviews; and includes results
from the questionnaire findings. Also notes some of the comments given
in answer to two open‐ended questions on the form. The preliminary
interviews and quantitative findings suggest that it is important to be
aware of the effects of the new contract on the general practitioner′s
life and work as it is perceived by the doctors themselves, for many
feel it has affected their adaptability and may alter the balance
between their stresses and their ability to do their job in the most
satisfactory spirit for their patients, staff, the administration and
their family and personal life.
Competitive PWB manufacturing: what is needed to maintain a viable industry in Europe?
Authors: Britton Philip
Published: September 2004

There are an increasing number of predictions on the future of the European PWB manufacturing industry stating that Europe is becoming increasingly uncompetitive in the field of PWB manufacture and that, as a result, the European PWB manufacturing industry will collapse as OEMs and assemblers seek to source their PWBs from other regions of the world. This paper will review the competitive position of Europe in the global marketplace. Global technology, differing regional manufacturing cost structures, individual company financial expectations and other influencing factors such as governmental policy and environmental legislation will be discussed in detail. Reasons both “for” and “against” an indigenous European PWB source will be developed and compared and contrasted. This paper will then seek to develop potential “winning” business strategies to ensure the survival of PWB manufacture in the region.
The role of institutions in the development process of African countries
Authors: Kumssa Asfaw , Mbeche Isaac M.
Published: September 2004

This paper examines the role of institutions in the development process of African countries. It has been shown that, whereas institutions have played a greater role in the economic development of several East Asian countries, in Africa they are weaker and ineffective because of poor enforcement of the rule of law, corruption, mismanagement, absence of strong civil society and political interference. It is argued that well‐functioning institutions can promote growth and reduce poverty in Africa by providing a conducive environment for implementation and sustainable development programmes. Therefore, African countries should endeavor to establish effective, responsive and democratic institutions that will promote accountable and transparent governance and sustainable socioeconomic development.
Historical path dependence, institutional persistence, and transition to market economy
Authors: Zukowski Ryszard
Published: September 2004

The paper deals with the impact of long‐term persistent interregional disparities on the performance in transition to market economy. In the case of Poland, owing to the turbulent history, partitions and geopolitical displacements, the main institutions were shaped both by the country's traditions and various foreign impositions. First, it is shown that to a large extent, the substantial interregional discrepancies which widened in the 1990s can be traced back to a distant past. Second, we point out that those regions which inherited a higher overall economic development, superior physical infrastructure, and high endowment in social capital, have better performed on the way to market economy. Third, we advance the explanatory model of historical path dependence that includes both self‐reinforcing and reactive historical sequences, and either homogenizing or diversifying external shocks. Finally, we argue that the social capital has been preserved in the form of community norms and customs.
Lied Library: at the forefront of technology with 3M digital ID collection management
Authors: Yorkovich John D.
Published: September 2004

One of the United States’ premier research libraries, Lied Library, located at the University of Nevada, Las Vegas, opened in January 2000, and is a model for the library of the future. As one of the largest and most technologically advanced libraries in the nation, Lied Library delivers the highest level of information services to the campus and community. Describes why Lied Library prevails as one of the most technologically advanced academic libraries in the USA, and possibly the world, and how its incorporation of new and innovative library technology, such as 3M digital ID collection management, benefits both library staff and patrons by making the library a more efficient place to retrieve information.
Strategic management or strategic Taylorism?
Authors: Stoney Christopher
Published: September 2004

Focuses on the introduction of strategic management into a UK local authority, based on several years of empirical research. Aims primarily to explore conceptual and practical links between strategic management and scientific management. Demonstrates that clear parallels exist between the two models and thereby lends support to those who argue that scientific management remains an important influence on modern management thinking and practice. However, despite their shared origins, strategic management has developed into a more sophisticated and potentially more powerful management tool. In particular, through the distinction drawn between strategic and operational decision making it appears to extend the principle of separating conception from execution into the heart of senior management. A realistic account of the political process of change within the local authority is also provided and subsequent performance following the introduction of strategic management is assessed.
Alternative service delivery and public service transformation in South Africa
Authors: Russell Edward W. , Bvuma Dick G.
Published: September 2004

The new South Africa came into being in 1994. The new government inherited the national public service and those of a variety of former provinces and homelands that had to be amalgamated to form a national unified public service. Although this task was accomplished rapidly, the resulting public service was very large, and exhibited many features of traditional bureaucracy, including hierarchical structures, limited automation and IT applications, low levels of training, a poor work culture, language and cultural barriers, and an overall orientation towards inputs and processes rather than service delivery and results. Within the first three years of the new order, substantial effort was devoted to reforming the bureaucracy. New public service legislation and regulations were introduced, new and powerful central personnel agencies were created, English became the language of administration, and substantial authority was devolved to departments and provinces. Despite these reforms, progress in improving results in terms of service delivery, especially to previously disadvantaged communities, was mixed. Towards the end of the 1990s increased attention was paid to means of improving service delivery. Three important initiatives in this regard were Batho Pele (1997), the adoption of eight nationwide principles for better service delivery; a public private partnerships initiative (2000) and the promotion of alternative service delivery. While alternative service delivery initiatives are largely at pilot stage, they offer a promising alternative both to traditional bureaucracy (with its cost and poor service delivery focus) and to a narrow version of privatisation (which could involve heavy social costs, job losses, and regressive redistribution of wealth). This paper reviews these developments and outlines some promising alternative service delivery pilot projects.
UK public services and management (1979‐2000) Evolution or revolution?
Authors: Talbot Colin
Published: September 2004

Examines the way the public sector and public management evolved in the UK over the last two decades of the twentieth century. Concentrates on the period between 1979 to 1997 when the UK had a succession of Conservative governments, when there was a kind of “arms race” of escalating rhetoric between the right and the left. Attempts to present a balanced account of what actually happened to the UK’s public sector in general. Concludes that public services are still a very large proportion of national life, and that they have not qualitatively altered the share of national resources they consume, the numbers of people they employ or the range of services they offer.
Urban service delivery in developing countries – Escaping western bureaucratic solutions
Authors: Henderson Keith M.
Published: September 2004

Explores the record of alternative urban service delivery in selected world areas and assesses the prospects for new designs intended to implement specific programs. It is a continuation of a project which in 1999 culminated in a book entitledBureaucracy and the Alternatives in World Perspectiveby Keith M. Henderson and O.P. Dwivedi, and seeks to apply the ideas in that volume to urban areas. The basic concern is how education, health, housing, transportation, utilities, micro‐credit, and other goods and services may be provided to urban residents in the “Third world” without exclusively governmental agents and agencies. Shows examples of successful past and existing programs and presents a classification framework. Indicates the requirements for coordination, accountability, transparency, “scaling up”, managerial expertise, and “outsider status”.
The Illusion of Three‐tier Federalism
Authors: Ayeni Victor
Published: September 2004

Attempts a critical evaluation of the theoretical foundation of the
local government system in Nigeria. Re‐assesses Nigeria′s idea of
three‐tier federalism both as a theory of federal organization and as a
policy reform. Reviews the different definitions of “tiered
federalism” and attempts to synthesize them into a coherent idea.
Shows that three‐tier federalism is impossible to define in a consistent
manner. Proceeds from this to argue that its so‐called successes are in
centralizing the Nigerian state rather than in furthering the idea of
local governance.
The concept of charismatic leadership
Authors: Larsson Stig , Rönnmark Lars
Published: September 2004

Argues that little attention has been devoted to charismatic or transformational leadership in the voluntary sector, although many socially‐oriented voluntary organizations, such as relatives’ associations, clients’ associations, crisis centres and environmental groups aim to change people’s cognitive and emotional capacity and living conditions. The voluntary associations have a great power to bring about change because of the leaders’ ability to link the goals of the organization to those of the members, so that the aspirations of the individual members coincide with the good of the organization. Analyses charismatic or transformational leadership in concrete
terms in a voluntary Swedish organization (Reningsborg), which combines changes in marginalized young people with practical relief work for the poor and needy of eastern Europe. In their work to create resources for international aid, the young outcasts are redefined as helpers and participants in a common project. This is the foundation for the production of identity, meaning and social belonging. Argues that the forms of organization and leadership in this analysed example give lost people access to a meaningful context which our de‐traditionalized postmodern society does not automatically give to the young generation. The new social movements that have arisen out of the need to create identity and meaning may possibly have the same role in transforming society in the postmodern era that the labour movement, the temperance movement and the free‐church movement had in the modern era. Concludes that leadership which enables the communication of messages in keeping with the times and the mobilization of forces for voluntary work are a common denominator of the two eras.
Standards for Hospitals of Less‐Developed Countries
Authors: Eldar R.
Published: September 2004

The need for a quality assurance programme based on criteria and standards appropriate to the prevalent conditions of hospitals in less‐developed countries is discussed, and some guidelines for the development of such criteria and standards are suggested.
Missing Reports in Outpatients ‐ A Problem Solved with Quality Assured
Authors: Iles D.F.
Published: September 2004

The problem of missing hospital case notes is highlighted and remedial actions taken to resolve the problem are described. The initiation is set in the context of an overall approach to develop a more customer‐focused service.
Managerial Roles and Relationships: The Impact of the Griffiths Report
Authors: Anthony Peter , Reed Mike
Published: September 2004

Insights into UK National Health Service staff perceptions of the term “management” are given, together with many views on the implications of the Griffiths proposals. Nurses, clinicians, administrators and managers were questioned about their responses to the fundamental changes in the role of general managers. Comment is made on the levels of understanding about “management”, and interesting conclusions are drawn.
Aiming for Excellence in Mental Handicap Services
Authors: Dickens Paul
Published: September 2004

Interest in the quality of services for people with a mental handicap has arisen from three main sources; administrative and financial monitoring, research, and humanitarian concern. Three related concepts are: quality of service, which equates roughly to structure; quality of care, which is a process‐oriented concept concerning the interaction of care staff and clients; and quality of life, which reflects the outcome of service provision and the views of consumers. In a literature review, the author distinguishes two methodological approaches: evaluation, which is a point‐in‐time measure; and monitoring, which is an ongoing process. Research findings on the three dimensions listed above are discussed in the context of these two methods; limitations and confusions are outlined, particularly in accreditation‐based systems. The importance of a total quality approach is stressed, combined with an emphasis on the effects of services on individual mentally handicapped people.
Personalising the Service ‐ Quality in Action
Authors: Liddle Bruce , Gilby Simon
Published: September 2004

Like quality management, personalising the service is about changing the organisational culture. Experience of Trent Health′s Personal Service Initiative has identified subtle but crucially important changes in the ways in which staff and managers think and act. This may not in itself be culture change but action of this kind is seen as an important step along this road. The lessons of successful personal service are identical to the principles of quality management. The strength of the regionwide initiative is that these lessons have been learned through action. Our personal service experience is now underpinning the work which units are doing on quality. The personal service message is important in communicating commitment to quality achievement. It is a simple common goal for the whole organisation which generates the level of enthusiasm and action which turns quality into reality.
Quality and Outcome in a Community Mental Health Team
Authors: Burbach Frank R. , Quarry Andrew
Published: September 2004

A pilot project to develop a practical and clinically useful data capture system is described. The system is designed to collect quality assurance and clinical outcome data on a routine basis to monitor and improve the efficiency and efficacy of the service offered by a multidisciplinary community mental health team. The system follows an “input‐process‐outcome” model. Quality and outcome measures are discussed with particular reference to the literature on simple outcome evaluation measures and the use of global scales.
Quality of Health Care for the Elderly: The Case of Hypertension
Authors: Fleishman Rachel , Peritz Eric , Leibel Bonnie
Published: September 2004

Describes a methodological study to evaluate the quality of care for an elderly population in the treatment of hypertension from a fairly simple analysis of medical records in primary care, with or without the use of additional information from patients, and shows how this type of data can be used to point out shortcomings in primary care. The data derive from a community survey of elderly people in one area of Jerusalem and relied on personal interviews, blood pressure measurements and an analysis of medical records over a period of four years. The measures used are: the percentage of persons without blood pressure (BP) measurement in a given year; the maximum “gap” between consecutive BP measurements in a given year; the rate of BP measurement per clinic visit; the percentage of hypertensives treated; and the percentage of hypertensives under control. The prevalence rates for hypertension in this elderly population vary between 40 per cent and 59 per cent according to the definition used. Using a simple and straightforward analysis of sick‐fund records several shortcomings in the surveillance and control of hypertension were detected. Calculation of the percentage of untreated hypertensives required a separate information source ‐ the screening. A BP survey is an important complement to an analysis of records. An ongoing evaluation of the quality of care of hypertensives in an elderly population should be based on screening, interviews with patients and analysis of the physician′s records. These provide an overall picture of the care in each medical practice enabling the physician to improve the quality of care provided to his or her patients.
Quality in Hong Kong′s Hospital Services: Senior Executive Views
Authors: Koch Hugh , White Don , Chan Charles
Published: September 2004

Senior managers from several of Hong Kong′s 36 hospitals gave their views, during a management development programme, as to what issues were relevant to the ongoing quality of hospital care in Hong Kong. Results indicated different priorities for five main areas: corporate culture, staff involvement, staff recognition, quality systems and consumerism.
Planning in a Health District ‐ An Application of Computer Modelling
Authors: Babington Errol
Published: September 2004

Considers the application of a computer model to aid the contracting process between purchasers and providers in the NHS. Analyses the difference between needs and wants and shows how the model can be used for considering “what if?” options.
Quality of Care in Private Nursing Homes: Improving Inspection
Authors: Arai Yumiko
Published: September 2004

Describes how the 1984 Registered Homes Act has been implemented at the DHA and operational levels, concentrating on the monitoring of care in private nursing homes. It can be seen that, perhaps due to the unspecific nature of the Act, there are significant differences between the DHAs, in terms of the degree of importance attached to quality of care. However, at the operational level, this issue was considered to be more salient, although still reliant on the discretion of each individual inspection officer. Puts forward a three‐point plan for strengthening inspection practices.
QUDOS: A Quality Assurance System for Health Care
Authors: Smith John , Wain Malcolm
Published: September 2004

Describes a system of quality assurance for use by either purchasers or providers of health care services. The system has been in operation since 1991 and is compatible with registration to BS 5750.
An Approach to Consumer Feedback in an Out‐patient Specialty Service
Authors: Gupta Protap C. , Witty Joy , Wright Norma
Published: September 2004

Details an approach to consumer feedback in an out‐patient specialty service. Outlines the approach to undertaking a consumer survey and how feedback from people using the Genito‐Urinary Medicine services can be obtained. The aim of the survey was to assess the level of individual/personal care. Gives the objectives and methodology, main findings and recommendations, together with a cost benefit analysis of the work.
Organizing Audit: Strategy for Development of Nursing and Midwifery Audit in Wales
Authors: Stephens Gillian
Published: September 2004

Outlines the approach of the Welsh Nursing and Midwifery Committee to “organizing” nursing and midwifery audit in Wales. Describes the strategy developed by the Committee and reports progress on the implementation plan. The strategy identifies a philosophy for the development of nursing audit and midwifery, setting out the principles for underpinning the process, the key strategic objectives, and the implementation plan. The focus is on education and preparation for audit, the acquisition of skills necessary to carry out audit, and the provision of support mechanisms for those involved in developmental activity. Describes the implementation plan which includes audit facilitators, education and training programmes, audit demonstration sites, a resource centre, and monitoring and evaluation methods. Proposes the use of a systematic strategic approach to the development of clinical audit.
EXCHANGE IS NO ROBBERY: AN ACCOUNT OF AN EXCHANGE OF
EXPERIENCE EXPERIMENT AT PROFESSIONAL AND PARA‐PROFESSIONAL LEVEL
Authors: Kirk Roy
Published: September 2004

Describes first a local professional exchange of experience
experiment for a period of one week. Outlines personal aims and gives a
summary of the benefits and problems. Goes on to describe a
non‐professional exchange between assistants at Leicester University
School of Education Library and Leicester Polytechnic Scraptoft Campus
library (now De Montfort University) which took place over a three‐month
period. Outlines successes and failures from the management and the
individuals′ point of view. Makes recommendations for the setting up of
such a scheme. Concludes with a six‐point summary, sets out the overall
value of, and guidelines for, local exchange schemes. Among these are
the provision of “real” experience, cost effectiveness,
their flexibility, value for all staff and the encouragement of
co‐operation between, and knowledge of, local libraries.
Proposed Property Investment Vehicles: Will they Work?
Authors: Adams Andrew , Venmore‐Rowland Piers
Published: September 2004

Assesses the likely success of various proposed property investment
vehicles and property derivatives that are being introduced in the
marketplace. Discusses single property investments, authorised property
unit trusts and convertible and participating mortgages. Concludes that
there are still many problems associated with these products and such
problems will inhibit the growth and capacity of these new markets.