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The purpose of this paper is to enhance decision-making process for the procurement of facilities management (FM) services within aviation corporate organisation, where the FM services functions to support the business operation. It builds on considering the fundamental elements comprising the FM procurement process from the aviation perspective.

The paper investigates the characteristics of the different types of sourcing approaches and the underpinning factors affecting its selection for the procurement of FM services within the aviation industry. The decision-making framework for the procurement of FM services is developed based on the qualitative case study by interview and focus group discussion with the custodian department that is directly involved in the procurement of FM services.

The degree of outsourcing is increasing due to corporate organisation’s persona. Procurement of FM services is a complex process required detailed review, efforts and time in choosing the right sourcing approach. Off the shelf guidelines for the procurement of FM services suits property professional which directly involved with the procurement of FM services. However, decision-making process for the procurement of FM services specifically for aeronautical and non-aeronautical corporate organisation are rarely found. The case study findings signify that the respondents are familiar with the in-sourcing, outsourcing and right sourcing approaches. The underpinning factors affecting sourcing approaches were categorised according to the main reasons for the procurement of FM services, considerable factors during the procurement stage and value-adding criteria. The use of strategic management tools is not widely imposed, and intelligent client guideline is not available. Hence, the decision-making framework has been developed to fill the gap in this study.

The research is based on a study of aviation or airline corporate organisation, which limits the possibility of holistic view to the FM industry as a whole but highlights the research gap of FM procurement which is scarce within the case study of airline companies. The focus area is also bounded within the procurement of FM services designated for the office buildings.

The paper provides initial guideline for the airline company in sourcing the procurement of FM services that were developed based on established guidelines from accrediting bodies and scholars, as well as from the sampling feedback analysis. It is also among the firsts that examine the procurement of FM services in the context of aviation or airline industry. The outcome of this paper is a decision-making framework for the procurement of FM services that is specially designed for the airlines corporate organisations, which fills the gap that exists in the industry.

Centralised workplace and decentralised facilities management organisations combine several interacting functions. The purpose of this paper is to examine the workplace service environment from a ‘network organisation’ perspective comprising workplace knowledge‐holder roles that have both formal and informal connections. This paper proposes that the core business customers, in‐house and outsourced service providers, and the contract managers have a similar need to interact and learn from each other and presents a framework for ‘network service organisations’ to describe their changing collaborative roles. First, the customer interfaces of workplace networks are identified. Secondly, a theoretical framework for a network service organisation is presented, followed by a section on creating centres of excellence for workplace knowledge. Thirdly, a generic governance model for network collaboration is introduced. The aim of the paper is to increase knowledge about understanding and managing network relations in the new workplace environment. The paper ends with a discussion on limitations to formal cooperation and the need for further research on informal relationships within these networks.

Unicorn and STILAS are multiuser client/server systems developed in and for the Unix environment to automate all aspects of information management, from cataloging and authority control to intelligent access of non‐SIRSI databases. In keeping with the client/server concept, SIRSI has introduced a graphical user interface (GUI) to Unicorn and STILAS. The SIRSI system provides a path to information both inside and outside the library. SIRSI provides a standard interface, an “Intelligent Interface” client to diverse database systems and other vendors' library automation systems. SIRSI's Reference Database Managers provide an intelligent connection to locally mounted reference databases. SIRSI's VIZION, a stand‐alone desktop client, provides an automatic graphical user interface to hundreds of online sources of information and services available through the Internet and via modem. Furthermore, SIRSI has recently introduced WebCat, which facilitates mounting and access to the complete catalogs and other services of libraries over the Internet's World Wide Web.

AI-based robo-advisory (RA) represents a FinTech application that is already replacing retail investment advisors. In private banking (PB), clients also increasingly expect service provision across different digital channels, but with a higher degree of personalization. Hence, the present study investigates the impact of intelligent RA on the PB investment advisory process to derive both process (re)design knowledge and strategic guidance for artificial intelligence (AI) usage for PB investment advisory.

The present study applies an AI process impact analysis approach by decomposing AI-based RA into three AI application types: conversational agent, customer segmentation and predictive analytics. The analysis results along a reference PB investment advisory process reveal sub-process transformations which are applied for process redesign integrating AI.

The study results imply that AI systems (1) enable seamless client journeys, (2) increase advisor flexibility, (3) support the client–advisor relationship by applying an omnichannel approach and (4) demand advisor skills to be augmented with technical and statistical knowledge.

The research study contributes (1) an AI process impact analysis approach, (2) derives process (re)design knowledge for AI deployment and (3) develops strategic guidance for AI usage in PB investment advisory.

The use of telecare with appropriate domiciliary care packages may provide the means to manage many of the risks associated with the increasing number of older people who wish to continue to live independently in their own homes. Those who become especially frail or disabled can retain their independence and quality of life if their homes are made ‘smart’. This paper discusses the range of services that are available, or under development, for the prototype ‘MIDAS’ (Modular Intelligent Domiciliary Alarm System) telecare system, which enable traditional community alarm, telecare and assistive technologies to be used in an integrated and intelligent fashion. A range of services that allow autonomous operation within the home (and hence increase the perceived independence of a client by decreasing the reliance on a response centre operator) known as ‘HAMISH’ may be used. It offers a wider range of cost‐effective services of relevance to both the individual, and to society, in different types of home environment including dispersed housing and new sheltered housing schemes.

This paper is based on research being undertaken by the Centre for Strategic Procurement Management (funded by BAA) considering best practice in construction procurement. The primary aim of the study is to establish how supply chains in construction may be managed more efficiently and effectively. This involves the amalgamation of conventional views on industry problems and initiatives for improvement, the theoretical and empirical consideration of supply chain optimisation, the identification of ‘best practices’ in the procurement process, and the development of suitable change management strategies to allow organizations to move towards better practice. This paper discusses the limitations behind the current thinking for reforming the UK construction industry, and how Latham's ‘team’ approach will not succeed where clients adopt a ‘traditional’ approach to procuring their construction needs. There is a need to differentiate between ‘process’ and ‘commodity’ spend in construction. It is argued that the benefits of a collaborative approach can only be realized by those clients managing ‘fit‐for‐purpose’ supply relationships to satisfy their regular process requirements. An approach known as relational competence analysis is suggested as a methodology for helping clients to determine what is ‘fit for their purpose.

Property is a key resource for the delivery of public services and needs to be managed well. The previous Conservative government had a conviction that better value public services could be delivered by harnessing private sector expertise and, since the late 1980s, embarked on an unprecedented level of competitive tendering. This procurement method had extended to the appointment of property consultants, but the system encountered difficulties which research by the College of Estate Management (CEM) sought to explain. The research, undertaken in 1995 and 1996, involved interviews and major questionnaire surveys covering managers and property professionals in the public and private sectors, leading to recommendations about changes to practice and policy. This paper traces developments in local government, by comparison with central government, from before the advent of compulsory competitive tendering (CCT) for property services in April 1996 through to the latest changes proposed by the new Labour government after May 1997. It concludes that competition is an important management tool, but recommends greater flexibility in the way procurement is implemented.

Over the past ten years there has been a significant shift towards the outsourcing of facility and real estate services in both the public and private sectors. However, relatively little attention has been given to the corporate competencies needed to maximise the benefits of externalisation of this kind. A number of models have been proposed such as the intelligent client, the contract manager and the partnering champion. However, research has shown that the successful development and implementation of new facilities need the active participation and involvement of a wide range of well‐informed end users. This paper considers the range of management models currently proposed to deal with these problems, and proposes a framework for the development of corporate competence that emphasises the importance of a collaborative approach in which key facility management perspectives form part of the wider culture of the client organisation.

Reference departments across North America have been struggling in recent years with a “reference crisis.” This crisis is characterized by too much demand for service, too many low‐level and repetitive questions, not enough time to answer more challenging questions properly, too few staff to give service at all hours when it is needed, and so on. At the same time, there is a growing concern with the quality of reference service being provided. Reference departments are being exhorted to evaluate the quality of their reference service and to take measures, if necessary, to bring it up to an acceptable standard. But these two issues, the reference crisis and reference evaluation, are related. No amount of staff training or job rotation can improve the standard of reference if the problems associated with the reference crisis are not addressed as well.

The millennium found the first ever training in Britain of the American Pesso-Boyden System Psychomotor (PBSP) method of adult reparative growth taking place with a dozen experienced leadership development specialists. They quickly proceeded to incorporate this psychodynamic cum systemic approach within their successful practiceportfolios. What is the influence of PBSP on their coaching and personal development work with senior, fully functioning, high performing executives? A qualitative analysis based in their reported practice identifies two specific technical adaptations illustrated empirically and conceptually elaborated in this paper. The authors speculate on the implications of these preliminary outcomes from PBSP practice within the context of tentative neuroscientific understanding and underpinning psychodynamic theoretical assumptions. They conclude questioning a core premise of ‘talk therapy.’