bluuebunny/crossref_metadata_2025 huggingface dataset:
Physical distribution and logistics management in the digital era
Authors: Pollitt David
Published: June 2007

Presents a series of articles on each of the following topics: digital strategy in the next millennium (Digital strategy – a model for the millennium; Searching for the next competitive edge; The technology link; Value web management opportunities; clash of the Titans: communications companies battle for new ground; and a guide through the maze); retailing and distribution in the digital era (The business case for electronic commerce; superdistribution spells major changes; VF Corp. sews up software operation; IBM seeks to harness digital revolution; Egghead’s bold move to a Web‐based strategy; achieving successful Internet banking; and enterprising uses for IT); and the changing shape of the aviation industry (boom times ahead for air cargo; United Airlines flies high through employee ownership; Asian practices to West at Cathay Pacific; and Ryannair strips to the bone).
Ethnicity and customer satisfaction in the financial services sector
Authors: Lopez Jose , Kozloski Hart Laura , Rampersad Alison
Published: June 2007

Purpose

The purpose of this paper is to describe research carried out to determine whether South Florida's heterogeneous retail banking customers have differing perceptions of the importance of service quality dimensions; and to ascertain whether various ethnic groups report different levels of customer satisfaction with their retail banks.

Design/methodology/approach

This study examines three distinct ethnic groups vis‐à‐vis the most significant dimensions of service quality causal to customer satisfaction with retail banking institutions. Because of the ethnic diversity of its residents, South Florida was chosen for this research.

Findings

As a group, 230 banking customers rated reliability and responsiveness as having the greatest impact on their satisfaction levels. Although no statistically significant differences were apparent in the overall levels of satisfaction among the groups, respondents from the three largest regional ethnic groups (African‐Americans, Latinos, and non‐Latino Caucasians) weighted the importance of several of ten service quality dimensions quite differently.

Research limitations/implications

In general, the results of this study offer significant implications for retail banks seeking to improve customer satisfaction and striving for better retention rates, using customer‐oriented processes and training programs within an increasingly diverse marketplace.

Originality/value

Although significant research has been done regarding issues and factors contributing to customer satisfaction in the banking industry, very little has been published regarding individual perceptions of the dimensions that contribute to customer satisfaction in ethnically diverse marketplaces.
Teamwork Brings TQM to Health Care
Authors: Anderson Henry C.
Published: June 2007

Outlines the cultural changes which were necessary to maximize the
employees’ intellectual power in the Swedish American Hospital in
Rockford, Illinois and how these changes were developed to reflect TQM
philosophies. This involved the introduction of interdepartmental
problem solving/planning teams, and details some of the lessons learned
from their experiences, i.e. defining a problem, identifying team
members and motivating team members in training. Lists some of the
lessons learned at Swedish American and shows how it is moving forward
to TQM. Concludes that the collective power of individuals is promoted
through team activity, and empowerment of employees will maximize
intellectual power which will in turn benefit the customer.
What Makes Quality Work
Authors: Binney George , Charlton Kate
Published: June 2007

A study of six companies, chosen because of their success in
implementing quality, was carried out in order to continue the theme of
the quality movement: learning from others. Considers the processes
each company went through, looking at the difficulties encountered and
the subsequent solutions. Identifies four key factors which contribute
to success: forthright, listening leadership; provoking, but not
imposing change; integrating quality into the business and learning by
doing. Concludes with key points for success in quality.
Using Service Process Models to Improve Service Quality:
Authors: Mattsson Jan
Published: June 2007

Techniques such as service‐blueprinting and service mapping portray
service processes as flowcharts of interrelated activities from the
point of view of the customer. This makes it possible to find fail
points during the process where quality is perceived as inferior. Argues
that modelling the service process is a first step towards improving
service quality. Illustrates how three different New Zealand companies
have succeeded or just set out on the journey towards quality
improvement by changing their operational perspective to include the
interactions of their customers. Aims to show how fail points can be
found and improved by making the customer process visible. The three
case studies encompass a small travel agency, a large telecommunications
company, and the international marketing function of a medium‐sized
carpet company. Data collection has been carried out by in‐depth
interviews with the customers, managers, and employees of the respective
companies.
Survive the Vortex: Focus on the Customer
Authors: Kearney A.T.
Published: June 2007

The adage “service with a smile” portrays service as a novelty tacked on
to the product, it is not. A product is not only produced, it is also
designed, marketed, delivered, stocked, priced and sold. Therefore, a
product is the succession of services that go into it. In the same way,
achieving customer satisfaction requires satisfying the customer’s total
requirements, and as always, the customer judges what is good enough.
He/she judges not only the product but also the totality of the
experiences which flow from it. The competitive arena is changing faster
and faster. To keep from being sucked into the vortex, the best answer
is a steady focus on the customer. Total customer satisfaction has
become the decisive strategic leverage which transforms a mediocre
company into an industry leader. Total customer satisfaction is achieved
by providing the product and its services in a manner which exceeds the
customer’s expectations. Defines the concept, demonstrates its value,
describes how to measure it and how to design a strategy to accomplish
it.
The Editor Interviews...
Authors: Taylor Christopher
Published: June 2007

Relates an interview by the Editor of MSQ with Bob Coleman, Director of
Customer Services, Air UK Ltd. Explores Air UK’s policy towards
customer service and how it assesses what is important to the customer.
Finds out Air UK’s stance towards ISO 9000 and its objectives for the
future.
Steps on the Route to Service Quality
Authors: Cooper‐Mitchell Mike
Published: June 2007

Explores how Sedgwick UK, part of the Sedgwick Group, gained its ISO
9001 certification. Looks at, first, why the company sought
certification, the answer being competitive advantage and formal
recognition as a quality company. Explains that ISO 9001 was a logical
progression of its previous client servicing standards and procedures.
Goes on to explain how it made sense of the standard as it applies to
the company and describes how the system was finally implemented.
Baldrige Winners Committed to Service Quality
Authors: Taylor Chris
Published: June 2007

The Malcolm Baldrige National Quality Award is given annually in the USA
to companies which meet excellent standards of quality. One of the
“Core Values and Concepts” of the Baldrige format is customer‐driven
quality. This is an important concept in service quality and, thus, goes
on to describe the quality programmes of the two current winners of the
award – Ames Rubber Corporation and Lastman Chemical Company – both of
which are customer focused.
TDS – Rolling out a “Quality” Product
Authors: Kelly Marguerite
Published: June 2007

TDS Telecom, a US telecommunications company, has taken on ways to
capture and reward its employees’ ideas, by a system of awards. Quality
is defined by the company’s nine‐step approach which, with 94 telephone
companies in 29 states and serving over 350,000 access lines, is
necessary to keep and gather in customers. The “Star Ideas” scheme is
one of the reasons for its success and employees’ ideas roll in at the
rate of more than 50 per month. Winning ideas can pick up cheques to the
value of $100, $50 and $25 each month, and ideas are implemented, so giving
employees and customers a better service quality.
The Route to Total Quality Management – Part Two
Authors: McDonnell John
Published: June 2007

Total quality management (TQM) was adopted in Australia in the 1980s.
One of the few service, as distinct from manufacturing, organizations to
take it up, Price Waterhouse, encountered a number of problems. These
were particularly to do with the difficulty of measuring results and
outcomes. A group in the USA, applying TQM to service industries,
developed a hybrid called total quality service (TQS). One of the
leading proponents of TQS is Karl Albrecht. Explains Albrecht’s
propositions and compares and contrasts TQM and TQS.
Making Customer Satisfaction a Business Priority at the UK’s Royal Mail
Authors: Raisbeck Ian
Published: June 2007

Looks at the Royal Mail’s implementation of total quality to improve
customer satisfaction. Describes it through the European Foundation for
Quality Management model. Regards customer satisfaction as an
organizational focus and highlights various ways of measuring
organizational performance as it impinges on customer satisfaction. Also
identifies and elaborates on three key business processes for further
development.
Building a Customer‐driven Company – The Saturn Story
Authors: Lefauve Richard G. (Skip)
Published: June 2007

Examines the reasons for the rapid success of Saturn cars. The
president of the Corporation, Richard Le Fauve, gave some answers in an
interview with Richard Whiteley. Success is based on customer
enthusiasm – involving customers in designing cars, changing retailing
methods, actually listening to customers, etc. Other factors are making
suppliers responsible and effective teamwork. Concludes with brief
comment on the desired future of the company.
Why it is customer loyalty that counts (and how to measure it)
Authors: Gould Graham
Published: June 2007

Proposes that no company can stay in business unless it has
satisfied and loyal customers. Suggests that there is a critical
distinction between making more customers satisfied and making customers
more satisfied. Posits that the secret of boosting bottom‐line results
is in making some of the customers “much more than just
satisfied”. Concludes that customer loyalty cannot be measured by
customer satisfaction alone and provides key questions for the company
to ask when auditing a customer loyalty programme.
Improving customer service and satisfaction at London Underground
Authors: Miller Mary
Published: June 2007

Outlines the ways in which London underground aims to improve
customer service and ensure customer satisfaction. The key factor has
been the setting up of a customer service centre. Describes how claims
made under the Customer Charter are processed, and how the penalty fare
scheme operates.
Avon Training and Enterprise Council’s total quality journey
Authors: Comley Jeremy
Published: June 2007

Explains the aims of Avon Training and Enterprise Council (TEC) in
terms both of partnerships with those who employ skills and of training
those who provide skills. Outlines how these aims are achieved, starting
with an overview of the TEC’s TQM journey. Moves on to customer issues
and strategy development. Compares the experiences of service customer
in the public and private sectors.
Winning the European quality award – a Xerox perspective
Authors: Sherer Franz
Published: June 2007

Describes the history of the Xerox Corporation, from the 1950s to
the present day, explaining how it won the European Quality Award and
outlining recommendations for those companies that would like to follow
in its footsteps.
The transition to customer service: the IT department challenge
Authors: Melville Garrey
Published: June 2007

Elucidates the various factors in the process through which an IT
department transforms its orientation into one of business service.
Identifies the six transitional stages that the department will go
through, together with seven independent factors critical to the
transition to service excellence.
Empowering employees – back to the future at Novotel
Authors: Parsons Guy
Published: June 2007

Describes Novotel’s “Back to the Future” programme,
introduced in 1993 with the aim of revisiting the customer‐focused
philosophy that gave rise to the company’s success in the 1960s and
1970s. Novotel’s commitment to change transformed its image, structure
and day‐to‐day approach to customers. Emphasis was placed on widespread
empowerment of employees and a commitment to ensure decision makers were
placed as close as possible to clients. Together with a massive
investment in overhauling all older hotels, a new approach to managing
the Group was adopted which called for a flatter organization and
unprecedented autonomy for the general manager of every hotel. Novotel
has today reassumed its position as leader and innovator in the European
hotel industry.
The importance of positive customer service to Ansells
Authors: Leech Paul
Published: June 2007

Describes a consumer research programme, set up by Ansells Retail
Ltd, the operator of over 540 “managed” public houses in the
UK. The research involves “mystery customers” visiting each
pub and a nominated competitor six times a year, each time completing a
detailed questionnaire. The questionnaire covers over 100 separate
standards for every pub, each capable of being answered with an
objective “yes” or “no” response. Findings are
communicated to all staff through the company magazine and annual
conference. Substantial rewards are presented to over 30 pubs for each
of the six cycle assessments. From the research assesses what customers
regard as the most important requirements in the pub. Calls for
motivated staff who thrive in the culture of understanding what the
customer wants and how it is delivered.
Linking leadership behaviours to service performance: do managers
make a difference
Authors: Church Allan H.
Published: June 2007

Discusses the importance of leadership behaviours in understanding
service quality and organizational performance. After an overview of the
relevant issues, presents some research results based on a study of 65
managers in an airline services organization. Overall, direct report
ratings of their managers’ leadership behaviours were significantly
related to indicators of service quality (including customer
satisfaction and damages) and business unit performance (based on
profitability and turnover) to varying degrees depending on the content
of the practices.
Thermal characterisation of rectangular cooling shapes in solids
Authors: Dirker Jaco , Malan Arnaud G. , Meyer Josua P.
Published: June 2007

Purpose

This paper aims to investigate thermal geometric optimisation of rectangular heat conductive cooling structures within solid heat‐generating media for the purpose of minimising peak temperatures and enabling optimum use of spatial volume within integrated power electronics.

Design/methodology/approach

A vortex‐centred finite volume numerical solver was developed, employing a fully implicit solution algorithm to obtain 3D temperature distributions. By comparing the peak temperatures obtained for a wide range of related cases, optimised cross‐sectional shapes for particular input conditions were obtained.

Findings

Optimum shapes are dependent on seven identified parameters. In cases where a low percentage of volume is occupied by cooling structures, a high tendency exists for continuous thin cooling layers, as opposed to discrete rectangular cooling inserts, to present the best thermal behaviour. At higher volume percentages, the opposite is true.

Practical implications

The reduced dimensions of cooling inserts have caused manufacturability to be a concern. Research has shown that at small dimensional scale ranges the cross‐sectional shape of the cooling insert has little influence on its thermal performance. In such cases little or no thermal advantage or loss is incurred by making use of continuous cooling layers, which are easiest to manufacture.

Originality/value

The tendencies of optimum cooling structure shapes were obtained and described in terms of seven geometric and material property‐related parameters. Thermal performance of individual inserts is not linearly proportional to dimensional scaling and it was found that, at small‐scale ranges, optimisation from a manufacturing viewpoint would not significantly impact on thermal performance.
Numerical simulation of three‐dimensional interfacial flows
Authors: Jahanbakhsh E. , Panahi R. , Seif M.S.
Published: June 2007

Purpose

This study aims to present compatible computational fluid dynamics procedure for calculation of incompressible three‐dimensional time‐dependent flow with complicated free surface deformation. A computer software is developed and validated using a variety of academic test cases.

Design/methodology/approach

Two fluids are modeled as a single continuum with a fluid property jump at the interface by solving a scalar transport equation for volume fraction. In conjunction, the conservation equations for mass and momentum are solved using fractional step method. Here, a finite volume discretisation and colocated arrangement are used.

Findings

The developed code results in accurate simulation of interfacial flows, e.g. Rayleigh‐Taylor instability, sloshing and dambreaking problems. All results are in good concordance with experimental data especially when there are two phases with high density ratio.

Research limitations/implications

Turbulence, which has great importance in a wide variety of real world phenomena, is not considered in the present formulation and left for future researches.

Originality/value

Here, an integrated numerical simulation for transient interfacial flows is presented. In this way, the pressure integral term in Navier‐Stokes equation is discretised based on a newly developed interpolation which results in non‐oscillative velocity field especially in free surface.
Hybrid solution for transient internal convection with axial diffusion
Authors: Gondim R.R. , Macedo E.N. , Cotta R.M.
Published: June 2007

Purpose

This paper seeks to analyze transient convection‐diffusion by employing the generalized integral transform technique (GITT) combined with an arbitrary transient filtering solution, aimed at enhancing the convergence behavior of the associated eigenfunction expansions. The idea is to consider analytical approximations of the original problem as filtering solutions, defined within specific ranges of the time variable, which act diminishing the importance of the source terms in the original formulation and yielding a filtered problem for which the integral transformation procedure results in faster converging eigenfunction expansions. An analytical local instantaneous filtering is then more closely considered to offer a hybrid numerical‐analytical solution scheme for linear or nonlinear convection‐diffusion problems.

Design/methodology/approach

The approach is illustrated for a test‐case related to transient laminar convection within a parallel‐plates channel with axial diffusion effects.

Findings

The developing thermal problem is solved for the fully developed flow situation and a step change in inlet temperature. An analysis is performed on the variation of Peclet number, so as to investigate the importance of the axial heat or mass diffusion on convergence rates.

Originality/value

This paper succeeds in analyzing transient convection‐diffusion via GITT, combined with an arbitrary transient filtering solution, aimed at enhancing the convergence behaviour of the associated eigenfunction expansions.
Numerical simulation of time‐dependent heat and fluid flows inside and around single rising bubbles using a moving axisymmetric boundary‐fitted mesh system
Authors: Lai Huanxin , Yan Yuying , Wu Keqi
Published: June 2007

Purpose

This paper aims to develop a numerical method for analysing the time‐dependent conjugate heat and fluid flows inside and around single bubbles rising in a hot liquid.

Design/methodology/approach

The procedure combines the moving mesh method for flows in time‐dependent geometries and the zoned calculation algorithm for conjugate viscous flows. A moving axisymmetric boundary‐fitted mesh is used to track the deformable gas‐liquid interface, while conjugate flows in both gas and liquid sides are calculated by a two‐block zoned method. The interfacial stresses are employed to calculate the velocity value and to decide the time‐dependent bubble shape simultaneously. Governing equations for the rising velocity and acceleration of the bubble are derived according to the forces acting on the bubble.

Findings

A calculating procedure for time‐dependent conjugate heat and fluid flows inside and around a rising single bubble has been developed. The algorithm has been verified, and can be employed for further analysing heat, mass and momentum transfer phenomena and their relevant mechanisms.

Originality/value

The paper developed a method to obtain high fidelity results for the heat and fluid flow details in the vicinity of a time‐dependent moderately deformable rising bubble; the physically zero‐thickness of a gas‐liquid interface is guaranteed. The governing equations for the time‐dependent rising velocity and acceleration are derived.
Investigation of heat transfer and pressure drop for various obstacles in a rectangular‐sectioned 90° bend
Authors: Ünalan Sebahattin , Orhan Akansu Selahaddin , Konca Ahmet
Published: June 2007

Purpose

Re<95,000 based on hydraulic diameter, heat transfer and turbulent flow through a rectangular‐sectioned 90° bend was investigated numerically and experimentally. To develop turbulence level, square prism and cylindrical obstacles was placed in the center of the bend.

Design/methodology/approach

For heat transfer, uniform heat flux of 5,000 W/m2 from bend surfaces is assumed. Numerical analysis was realized for both the turbulent flow and heat transfer. For numerical study, FLUENT 6.1.22 code, RSM turbulence model, hybrid hexahedral‐tetrahedral cell structures and uniform inlet velocity assumption were selected. For the pressure distribution in the bend and velocity profile at the outlet of the bend, the experiments was carried out by means of manometers with ethyl alcohol, Mano‐air 500 Equipment and pitot‐static tube.

Findings

There was a high level of validation obtained between the numerical and the experimental results. Thereby, the mentioned numerical calculation method can be used most engineering applications. For Re>20,000, the square prism obstacles provide higher turbulence level and more favorable heat transfer than cylindrical obstacles. For Re<20,000, the obstacle use would not require for enhanced heat transfer aim. The obstacle in the bend cause considerably pressure drop in the bend.

Originality/value

The turbulent flow in the bend without obstacle has been numerically investigated by various turbulence models with the non‐refined mesh structure and various wall functions. For numerical solution of the turbulence flows and the heat transfer in the rectangular bend with obstacles, the FLUENT code and RSM turbulence model with enhanced wall functions are selected. In order to adapt the cell size and number to the turbulent flow the mesh structure was refined over curvature of turbulence dissipation rate in the bend.
Effects of temperature and salinity on the suspended sand transport
Authors: Dang Huu Chung
Published: June 2007

Purpose

The paper aims to present a study on the effects of temperature and salinity on the vertical distribution of suspended sand concentration and transport rate on the basis of 1DV model.

Design/methodology/approach

The finite difference method based on the implicit scheme of Crank‐Nicolson with an irregular grid was used for the fluid flow equation and the implicit upwind scheme with a staggered grid for the equation of concentration diffusion. The model was applied to five tests of the data sets from the Delta Flume with three different cases of temperature and salinity on the basis of parameterisation of the kinematic viscosity, the turbulence‐related sediment mixing coefficient and the concentration at the reference level.

Findings

The computed results showed that the vertical distributions of suspended sand concentration depend on salinity and specially, on temperature. When temperature increases or salinity decreases, the settling process of particles occurs considerably faster. For fine sand, the discrepancy on suspended sand transport rates due to temperature or salinity decreases with wave height. For coarse sand, the effect of temperature and salinity is not much affected by the wave height.

Originality/value

The quantitative evaluation of the roles of salinity, especially temperature once again confirmed their importance for the sediment transport and the process of coastal morphology. The further sense from this research may suggest some new ideas on the tendency of evolution of sea bed due to the warming of the earth in the future.
Modelling ice melting processes: numerical and experimental validation
Authors: Cruchaga Marcela , Celentano Diego
Published: June 2007

Purpose

This work is devoted to the experimental analysis, numerical modelling and validation of ice melting processes.

Design/methodology/approach

The thermally coupled incompressible Navier‐Stokes equations including water density inversion and isothermal phase‐change phenomena are assumed as the governing equations of the problem. A fixed‐mesh finite element formulation is proposed for the numerical solution of such model. In particular, this formulation is applied to the analysis of two different transient problems.

Findings

The numerical results computed with the finite element formulation have been found to be very similar to the corresponding predictions, also obtained in this study, provided by a finite volume enthalpy‐based technique. Both numerical results, in turn, satisfactorily approached the available experimental measurements expressly conducted in the context of this work for validation purposes.

Research limitations/implications

They are mainly due to some model simplifications (e.g. no volume changes are considered during the solid‐liquid transformation) and to the inherent difficulties associated with the experimental measurements.

Practical implications

This study may be relevant for a better understanding of the phenomena occurring in different engineering applications involving phase‐change in water: food freezing, ice formation in pipes, freezing/melting processes in soils, ice growth in plane wings, etc.

Originality/value

The study is mainly focused on the validation of the numerical predictions obtained with the finite element formulation mentioned above with other results provided by a well‐known finite volume technique and, in addition, with available laboratory measurements carried out in the context of this work.
The Myths of Self‐managed Learning
Authors: Cunningham Ian
Published: June 2007

Discusses critically some of the misconceptions of self‐managed learning
enshrined in arguments propounded by traditionalist management educators
unsympathetic to current trends in strategic learning. Offers a
rationale for extending strategic approaches to learning in terms of
“pragmatic maturity” in response to an increasingly complex world.
Coaching for Higher Performance
Authors: Phillips Richard
Published: June 2007

Endorses the contemporary focus on empowering strategies and practices,
and commends the model of the manager as coach as a key development
technique which can accelerate learning and performance management when
effectively applied. Considers elements central to effective coaching,
highlighting creativity, adaptability, flexibility and enthusiasm, and
examines what being effectively coached involves from the learner′s
perspective.
Assessing Risks to Staff
Authors: King Stephen
Published: June 2007

Reports on the publication of guidance to employers published by the
Suzy Lamplugh Trust, the national charity for personal safety. Endorsed
by the Health and Safety Executive and others, the guidance offers help
on policies and practices to tackle violence at work, risk assessment,
hazard identification and preventative measures. Stresses that employees
most at risk are those in contact with the general public and that the
main aim is to create a safer working environment through co‐operation
between employers and employees.
Integrating Strategy with Performance Measures
Authors: Roberts Alexander
Published: June 2007

Hints that performance measurement systems are inaccurate in that what
is measured is often not done. Suggests changing plans of measurement
can often defeat their achievement; and addresses the problem of
devising cost‐effective measurement systems which measure the correct
items and minimize any disastrous consequences. Highlights some of these
disasters with examples of unintended side effects.
Model Strategy for Change Management
Authors: Lennox Mike
Published: June 2007

Considers the failure of industrial management techniques to overcome
resistance to change which exists in organizations. Recounts the ideas
behind David Hall′s new management technique (model management) which
could possible overcome “the shadow side” of company activities. Lists
the model types of model management and suggests what shadow side
effects are in a company, providing five categories of activity. Reveals
how to manage these negatives, and to illustrate quotes sections of
Gerard Egan′s latest book.
Personal Efficiency and Productivity: Do You Match Up?
Authors: Bacon‐Blackwell Susan
Published: June 2007

Office automation has failed to improve productivity and job
satisfaction of white‐collar workers according to the Institute for
Business Technology (IBT). Reports IBT survey findings of office
inefficiencies and suggests changing habits is possible through a
Personal Efficiency Programme (PEP). Provides brief cases where
organizations have commissioned PEPs and reveal successful elements.
Developing managing directors
Authors: Merckx Stephen
Published: June 2007

Reports on a survey undertaken by the Merlin Leadership Consultancy
in which 45 managing directors and chief executives of organizations in
the north‐east of England were interviewed to find out what challenges
they envisaged having to face over the next five years, and how these
would affect their training and development, and their roles. Areas
covered by the survey include skills development, routes to promotion,
continuing development, and ethical dilemmas.
Management development to the millennium
Authors: Cole Karen
Published: June 2007

Describes the findings of the Management Development to the
Millennium project of the Institute of Management. The research was
carried out by two working parties, one examining developments over the
period 1987‐94, the other looking ahead to 2001. The project found that
there had been significant growth in training and development, and in
vocational qualifications. Skills required in order to ensure future
business prosperity included strategic thinking, and ability to manage
change.
Stress litigation and training
Authors: Campbell Ian
Published: June 2007

Discusses work‐related stress, focusing on its management,
counselling and training. Warns that recent successful compensation
claims by employees over work‐related stress are indicative of the needs
for companies to introduce programmes to combat stress. Gives examples
of companies which have introduced employee assistance programmes and
discusses their success. Suggests that such programmes not only help to
avoid litigation but also help to combat productivity reduction due to
stress in the workplace or at home.
Mentoring in the mainstream
Authors: Conway Christopher
Published: June 2007

Argues that mentoring can play an important role in the emerging
mainstream of management development and in achieving organizational
change. Discusses the roles and benefits of mentoring for the mentor,
the mentee and the organization in terms of leadership/management
development, succession planning, communication improvement, culture
change, key competence identification and inculcating a cross‐functional
approach to management. Concludes that, although mentoring on its own
cannot create organizational change, it can allow an organization to
keep pace with change and unleash individual potential and talent.
Managing rapid change in the UK library sector
Authors: Griffiths John
Published: June 2007

Describes the changing role and function of libraries caused by
cuts, new technology, etc. Discusses future directions and challenges,
especially with regard to IT. Examines new initiatives for libraries,
including training shopkeepers as librarians and having in‐store
libraries. Uses the case of Brent Libraries as an example.
Acquiring knowledge and skills for twenty‐first century supervision
Authors: McManus Kevin
Published: June 2007

Reviews skills for supervision in the twenty‐first century, tools
for identifying current knowledge and skills, and a transformation
learning plan. Essential new skills are based on the 12 key skills areas
(KSAs). Identifies essential components of the KSA gap analysis, a daily
task trade‐off plan, a three‐year learning plan and a daily personal
vision message. These may need to be modified to fit a particular
organization.
IIP, the skills gap and business performance
Authors: King Stephen
Published: June 2007

Highlights the skills shortage in UK companies. States that
successful companies must maximize the creativity and contribution of
employees, and lists what companies must do to be successful. Provides
examples of companies which use Investors in People to help them
achieve. Describes the care philosophy and business objectives, of
Holiday Inn, Leeds, and the process by which Community Industry, Tipten,
gained the award.
US trends in HR best practice
Authors: King Stephen
Published: June 2007

Reports on trends in human resource best practice in the USA. Asks
where human resources should be concentrated, and what high‐performing
organizations are doing to motivate and retain key employees. Reports on
surveys which suggest that when top management promotes progressive
human resources practices, the results are usually high performance and
productivity.
Role change: are you wasting talent?
Authors: Bradford John
Published: June 2007

Successful and supported role change is increasingly a critical
success factor in sustaining organizational performance. Reports on a
recent survey which indicates that too little attention is paid to this
area of human resource development, which has implications for the board
and HR practitioners. Claims that entry into a new role can be made much
less hit and miss if, alongside careful recruitment and role matching,
planning of the entry phase is conducted with coaching of the individual
both prior to, and during, the first critical three to six months.
The ICE in organizations
Authors: Lord Frank
Published: June 2007

Explains the increased company embedment (ICE) model for unfreezing an organization and creating a climate in which learning flourishes. By taking a holistic approach, an environment is created where ICE is replaced by initiative, commitment and enterprise, allowing people in their own time and at their own pace to absorb what is in the organization. Describes an application of the technique to a small company, Appleyard, a motor franchise business.
The power of dialogue
Authors: Varney John
Published: June 2007

Dialogue is emerging as a means of communicating at a subtle level, which points the way management may need to develop in order to deal with an increasingly complex and unpredictable world. Suggests that dialogue should be the basis of strategic planning. As senior managers bring the spirit of dialogue into the workplace, there will be extraordinary changes in the nature of organizations.
Employee satisfaction and HR at ISS
Authors: Loveday Marion
Published: June 2007

Discusses the employee satisfaction surveys carried out at ISS, a facilities management company, to assess the gap between what employees expected and what the company offered. Looks at ISS’s human resource policies, with an emphasis on comprehensive training and employee development at all job levels, regular performance appraisals, team effort and good communication.
Public sector restructuring: the human dimensions
Authors: Campbell Ian
Published: June 2007

Points to the restructuring which is continually happening in government departments and agencies, and looks at what outplacement services have to offer: redundancy counselling, group seminars, workshops, career planning, job skills/experience analysis, job search facilities, negotiation with trade unions, general advice on a wide range of issues, and preparation for the transition into private sector employment. Drawing on the author’s own experiences at the FOCUS Consultancy, cites case examples, showing the wide variety of outplacement programmes tailored to individual or company needs. Highlights the benefits to management in maintaining morale and management credibility.
Glaxo Wellcome cultural Change
Authors: Kelly Janet
Published: June 2007

Spotlights the cultural transitional process which has taken place following the merger of Glaxo and The Wellcome Foundation to form Glaxo Wellcome in March 1995. Underlines that management was proactive in developing a global culture, inviting a human resource consultancy, Renaissance, to conduct a four‐phase custom‐designed leadership and cultural change training programme. Claims that such training can achieve lasting human benefits, encouraging commitment, accountability, creativity, trust, team spirit and self‐ management.
Expansion and people development at the Skipton
Authors: Griffiths John
Published: June 2007

Discusses the building society’s approach to its expansion programme, which is based on developing the workforce. Describes the development programme and the development centre, and concludes that employees are very satisfied as staff retention is high.
Cases in disability
Authors: Campbell Ian
Published: June 2007

The 1995 Disability Discrimination Act will come into force on 2 December 1996, but will not automatically make consideration of disability illegal in employment‐related decision making. Discusses benefits of employing disabled people and provides case studies.
Developing culturally diverse organizations: a participative and empowerment‐based method
Authors: Sippola Aulikki
Published: June 2007

Purpose

This study aims to investigate the promotion of workplace multiculturalism via the use of a participative and empowerment‐based diversity training and development method.

Design/methodology/approach

A two‐year long qualitative, multiple case‐study amongst 15 Finnish organizations was conducted by means of the focus group method. Altogether 20 group interviews were held with so‐called “working culture bridge groups” consisting of different stakeholders and their four coordinators to explore the approaches, modes of action, achievements and explanatory factors that contributed to the development of working cultures towards multiculturalism.

Findings

The development method was directed more at individual than organizational level change processes. More specifically, the attitudes of the majority were perceived as the main problem and the goal was to influence them by enhancing their knowledge and awareness of multicultural issues. The effectiveness of the method was recognized to depend on the clarity of set goals, adequate resources, systemic development work at both the individual and organizational level as well as on the commitment of management.

Research limitations/implications

Despite being conducted in one country with low cultural diversity, an empowerment‐based method proved to be useful in directing the creation of inclusive working organizations.

Practical implications

The method helps in planning the content and delivery of different diversity training and development approaches.

Originality/value

The paper offers a powerful tool and an innovative way for practitioners to align both organisational and diversity goals to meet individual needs, to identify inequalities and to increase the effectiveness of diversity initiatives.
Female part‐time workers' experiences of occupational mobility in the UK service industry
Authors: Tomlinson Jennifer
Published: June 2007

Purpose

This purpose of this paper it to explore the extent to which female part‐time workers experience occupational mobility in UK service sector firms, particularly promotional opportunities, since the implementation of the Part‐time Workers' Directive in 2000.

Design/methodology/approach

The research adopts a qualitative methodology. In‐depth interviews were carried out with 62 women and 12 of their managers in five case study workplaces in the service industry, so as to better understand individuals' perceptions of part‐time work and the processes that shape part‐time working at an organisational level.

Findings

The findings are not particularly encouraging in terms of female part‐time workers' perceptions of their opportunities for career progression in four of the five case studies. Distinctions were found between legislation, organisational policies and informal workplace practices. It is argued in this paper that each of these levels is important in understanding patterns of change and continuity in the use and structuring of part‐time work.

Originality/value

The originality of this paper lies in its use of occupational closure to explain the stratification of part‐time workers and this paper has significance and value for debates surrounding the progression and career prospects of non‐standard workers and diversity management more broadly.
Forest fire susceptibility and risk mapping using remote sensing and geographical information systems (GIS)
Authors: Pradhan Biswajeet , Dini Hairi Bin Suliman Mohd , Arshad Bin Awang Mohamad
Published: June 2007

Purpose

In a tropical country like Malaysia, forest fire is a very common natural and man‐made disaster that prevails in the whole South East Asian region throughout the year. Recently, the haze problem in Malaysia has created a lot of awareness among the government and eco‐tourism sectors. Therefore, detection of the hotspot is very important to delineate the forest fire susceptibility mapping. In this study, remote sensing and geographical information systems (GIS) have been used to evaluate forest fire susceptibility at Sungai Karang and Raja Muda Musa Forest Reserve, Selangor, Malaysia. Frequency ratio model has been applied for the delineation of forest fire mapping for the study area.

Design/methodology/approach

Forest fire locations were identified in the study area from historical hotspots data from year 2000 to 2005 using AVHRR NOAA 12 and NOAA 16 satellite images. Various other supported data such as soil map, topographic data, and agro climate were collected and created using GIS. These data were constructed into a spatial database using GIS. The factors that influence fire occurrence, such as fuel type and Normalized Differential Vegetation Index (NDVI), were extracted from classified Landsat‐7 ETM imagery. Slope and aspect of topography were calculated from topographic database. Soil type was extracted from soil database and dry month code from agroclimate data. Forest fire susceptibility was analyzed using the forest fire occurrence factors by likelihood ratio method.

Findings

A new statistical method has been applied for the forest fire susceptibility mapping. The results of the analysis were verified using forest fire location data with the help of a newly written programming code. The validation results show satisfactory agreement between the susceptibility map and the existing data on forest fire location. The GIS was used to analyze the vast amount efficiently, and statistical programs were used to maintain the specificity and accuracy. The result can be used for early warning, fire suppression resources planning and allocation.

Originality/value

All data used in this study are original. The forest fire susceptibility mapping has been done in this study area for the first time. A new program has been coded to cross‐verify the susceptibility map. The results were also verified with field data and other supporting weather data.
Effective Responses for Proactive Enterprises: Business Continuity
Planning
Authors: Frost Chris
Published: June 2007

Discusses the development of Price Waterhouse′s business continuity
plan. Points out the theory that businesses which are prepared for the
worst (cites the Bishopsgate and Baltic Exchange in London, explosions)
can survive the heaviest blow whereas those which are not, do not. The
period of recovery will therefore be shorter and only minimal impact on
business will occur.
Crisis Management and Management Strategy‐Time to “Loop the Loop”?
Authors: Richardson Bill
Published: June 2007

Examines a progression of theoretical and practical approaches to the
job of strategic leadership and explains why these approaches are both
managers and creators of increasingly chaotic and dangerous
organizational/societal situations. Argues that a new paradigm for
management strategy is required‐one which underpins behaviour of
opposing dimensions to the existing mainstream paradigm for management
but which also harnesses beneficial aspects of the traditional paradigm.
Using art in pre‐registration nurse education
Authors: Robinson Sally
Published: June 2007

Purpose

The paper comprises an evaluation of the inclusion of art‐related education within a health promotion course for student nurses, which ran for four cohorts from 2001 to 2005, and a description of a project to introduce art into a clinical skills laboratory as part of the course.

Design/methodology/approach

The art‐related aspects of the course were evaluated by analysing qualitative comments from a questionnaire completed by a total of 83 students from the four cohorts. In addition, lecturers were invited to write their reflections. Only the 2003‐2004 cohort worked on the clinical skills laboratory art project in which students acted as a focus group, and later carried out interviews with patients.

Findings

The art‐related education was positively evaluated by most students, and appeared to have increased their awareness of health care environments. For some, it had promoted emotional awareness, empathy for patients and had been a therapeutic and enjoyable experience. A specification for art work to be introduced to the university's clinical skills laboratory was produced.

Originality/value

Using the arts in pre‐registration nurse education is relatively new in the UK, and this work provides an example of its potential to encourage empathy among student nurses for the experience of patients in health care settings. The paper provides an example of how art work could be introduced into health care settings.