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Book part
Publication date: 27 April 2004

Morris Zelditch

Three theories of legitimacy – Dornbusch and Scott’s “Evaluation and the Exercise of authority” (EEA), Walker and Zelditch’s “Legitimacy and the Stability of Authority”…

Abstract

Three theories of legitimacy – Dornbusch and Scott’s “Evaluation and the Exercise of authority” (EEA), Walker and Zelditch’s “Legitimacy and the Stability of Authority” (LSA), and Meyer and Rowan’s “Institutonalized Organizations” (IO) – are integrated into a single consistent theory interrelating the internal and external legitimacy processes of organizations. One consequence of IO, the decoupling of sanctions, evaluations, and performance, contradicts EEA and LSA. The contradiction is addressed by aligning the scope of the three theories, which proves to be the source of the contradiction, accommodating their principles to the change in their scope. Translating their terms into a single, consistent language, auxiliary principles are formulated that interrelate their legitimacy processes and conditionalize pressures for evaluation and control and therefore the decoupling of sanctions, evaluations, and performance – the conditions depending on type of environment, extent of dependence on it, and its organization. Integration does not alter the basic principles of EEA or IO but does correct LSA’s over-estimation of the stability of authority and provides IO with a mechanism by which and refines the conditions under which sanctions, evaluations, and performance come to be decoupled.

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Legitimacy Processes in Organizations
Type: Book
ISBN: 978-0-76231-008-1

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Article
Publication date: 18 June 2019

Joaquim Mourato and Maria Teresa Patrício

The purpose of this paper is to study the evaluation and control processes in the governance systems of higher education institutions (HEIs).

Abstract

Purpose

The purpose of this paper is to study the evaluation and control processes in the governance systems of higher education institutions (HEIs).

Design/methodology/approach

This study compares the performance and control processes of strategic management in four HEIs in two European countries with binary systems – Portugal and The Netherlands. Using a case study approach, the authors find that HEIs with different missions and contexts have performance and control systems that are generally indistinguishable.

Findings

The controlling strategies in the public HEIs have taken on isomorphic characteristics based on processes that enhance competition, decentralize functions and solidify performance management.

Originality/value

In this paper, the authors “unpackage” strategic management to focus on the forms of control associated with performance evaluation. Performance evaluation is central to the management process and increasingly assuming an integral part of the institution’s identity and culture.

Details

Quality Assurance in Education, vol. 27 no. 3
Type: Research Article
ISSN: 0968-4883

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Article
Publication date: 14 March 2016

Hadi Akbarzade Khorshidi, Sanaz Nikfalazar and Indra Gunawan

The purpose of this paper is to implement statistical process control (SPC) in service quality using three-level SERVQUAL, quality function deployment (QFD) and internal…

Abstract

Purpose

The purpose of this paper is to implement statistical process control (SPC) in service quality using three-level SERVQUAL, quality function deployment (QFD) and internal measure.

Design/methodology/approach

The SERVQUAL questionnaire is developed according to internal services of train. Also, it is verified by reliability scale and factor analysis. QFD method is employed for translating SERVQUAL dimensions’ importance weights which are derived from Analytic Hierarchy Process into internal measures. Furthermore, the limits of the Zone of Tolerance are used to determine service quality specification limits based on normal distribution characteristics. Control charts and process capability indices are used to control service processes.

Findings

SPC is used for service quality through a structured framework. Also, an adapted SERVQUAL questionnaire is created for measuring quality of train’s internal services. In the case study, it is shown that reliability is the most important dimension in internal services of train for the passengers. Also, the service process is not capable to perform in acceptable level.

Research limitations/implications

The proposed algorithm is practically applied to control the quality of a train’s services. Internal measure is improved for continuous data collection and process monitoring. Also, it provides an opportunity to apply SPC on intangible attributes of the services. In the other word, SPC is used to control the qualitative specifications of the service processes which have been measured by SERVQUAL.

Originality/value

Since SPC is usually used for manufacturing processes, this paper develops a model to use SPC in services in presence of qualitative criteria. To reach this goal, this model combines SERVQUAL, QFD, normal probability distribution, control charts, and process capability. In addition, it is a novel research on internal services of train with regard to service quality evaluation and process control.

Details

The TQM Journal, vol. 28 no. 2
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 1 October 2003

Paul Rouse and Martin Putterill

A performance framework is described that distils concepts from the literature about existing frameworks in order to extend capacity to evaluate and appraise performance…

Abstract

A performance framework is described that distils concepts from the literature about existing frameworks in order to extend capacity to evaluate and appraise performance. This open system interpretation recognises dynamic flows between various organizational levels and allows performance to be viewed in a holistic sense. Both macro and micro views are addressed that range from simple feedback control models to broader evaluation perspectives appropriate to stakeholder requirements and organisation purpose. Three basic dimensions of performance are observed using this framework that form a performance triplet, which is described in a series of principles as part of a first step towards a theory of performance measurement.

Details

Management Decision, vol. 41 no. 8
Type: Research Article
ISSN: 0025-1747

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Book part
Publication date: 14 July 2006

Lori S. Kopp and James L. Bierstaker

This study contributes to the cognitive processes and expertise research in judgment and decision-making in auditing. It uses the levels-of-processing theory (Craik &…

Abstract

This study contributes to the cognitive processes and expertise research in judgment and decision-making in auditing. It uses the levels-of-processing theory (Craik & Lockhart, 1972) to investigate the amount of auditor attention given to information during internal control documentation procedures, and the effect of this attention on internal control information acquisition and risk assessment. Based on levels-of-processing, the attention required to complete an internal control questionnaire (ICQ) is predicted to result in the acquisition of more internal control information than when a completed ICQ is reviewed. In addition, auditors who complete an ICQ should assess control risk more like experts’ than auditors, who review an ICQ completed by another individual. Results suggest that the audit seniors who completed an ICQ retained significantly more internal control information than audit seniors who reviewed an ICQ completed by another individual. This result held when separately examining the internal control strengths and weaknesses. In addition, audit seniors who completed an ICQ-assessed control risk at a level comparable to the control risk assessments of audit managers in the same firm.

Details

Advances in Accounting Behavioral Research
Type: Book
ISBN: 978-1-84950-448-5

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Abstract

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Servitization Strategy and Managerial Control
Type: Book
ISBN: 978-1-78714-845-1

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Article
Publication date: 8 May 2017

Judith Zimmermann, Alina von Davier and Hans Rudolf Heinimann

Graduate admission has become a critical process for quality assurance in tertiary education. Hitherto, most research has investigated the validity of admissions…

Abstract

Purpose

Graduate admission has become a critical process for quality assurance in tertiary education. Hitherto, most research has investigated the validity of admissions instruments. However, surprisingly little work has been conducted on the overall organization of admission, which often remains “informal, ad hoc, and lacking in continuity.” The purpose of this paper is to investigate how to systematically design an admissions process for effectiveness, fairness, and the ability to continually improve, and determine how to condense and analyze the massive amount of data available from student records to obtain high-value feedback for admissions decision making.

Design/methodology/approach

An admissions process was systematically designed based on results from process management theory. Tenets of decision theory were applied to the organization of decision making and validity theory was utilized for validating admissions instruments. Performance of the implemented process was evaluated via student records covering a seven-year period.

Findings

The authors have designed a four-phase admissions process that ensures high quality through screening, scoping, selection, and evaluation/feedback. The last phase introduces closed-loop control and facilitates stabilization and continual improvement. Additionally, the authors have established a three-stage decision-making hierarchy that promotes consistency and equal treatment in admissions. The evaluations of undergraduate achievements and GRE® General Test scores indicate that both are valid admissions instruments in the European context. Finally, the evaluation of the implemented process provides evidence that decision making has effectively improved over the years and has become more consistent.

Originality/value

The systematic design of the admissions process presented generalizes well and is a significant contribution to the organization of decentralized graduate admission.

Details

International Journal of Educational Management, vol. 31 no. 4
Type: Research Article
ISSN: 0951-354X

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Article
Publication date: 1 July 1972

STIMULATING the interest of the employee in his job has become one of the most challenging problems facing management today. Daily repetition of tasks seemingly unrelated…

Abstract

STIMULATING the interest of the employee in his job has become one of the most challenging problems facing management today. Daily repetition of tasks seemingly unrelated to the end product can very quickly cause boredom and fatigue, reducing individual efficiency and lowering productivity.

Details

Work Study, vol. 21 no. 7
Type: Research Article
ISSN: 0043-8022

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Article
Publication date: 1 May 1992

Editorial This special issue of Industrial Management & Data Systems is a huge departure from our usual journal/ monograph style. This is an additional issue to the year's…

Abstract

Editorial This special issue of Industrial Management & Data Systems is a huge departure from our usual journal/ monograph style. This is an additional issue to the year's volume — a bonus in fact.

Details

Industrial Management & Data Systems, vol. 92 no. 5
Type: Research Article
ISSN: 0263-5577

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Article
Publication date: 1 November 2018

Ahmad Raza Bilal and Mirza Muhammad Ali Baig

The purpose of this paper is to investigate the balanced role of internal and external compliance in risk evaluation process of specialized agriculture financing. The…

Abstract

Purpose

The purpose of this paper is to investigate the balanced role of internal and external compliance in risk evaluation process of specialized agriculture financing. The authors examine the adaptive behavior of risk managers to determine the role of proposed transformation for risk monitoring (RM) and control process in risk mitigation and avoidance of agriculture credit failure.

Design/methodology/approach

A self-administered survey was conducted to collect data from 353 risk-related officers and managers in Zarai Taraqiati Bank Limited (ZTBL) Pakistan. The authors used a previously tested scale for the main constructs. The descriptive analyses were used to gauge the model capacity for determining the strength of proposed risk patterns in agriculture risk management.

Findings

The results reveal that risk evaluation process in ZTBL is reasonably efficient in mitigating risks. Given the sensitive nature of farm credit, there is a need of fundamental reforms in risk policy manuals in line with central bank’s agriculture prudential regulations and Basel-III standards. The results fully support H1 and H2, while H3 is partially validated. The result patterns indicate serious issues in risk evaluation process in agriculture finance that is causing higher delinquency in farm credit.

Research limitations/implications

Based on highlighted issues, the authors recommend valuable guidelines in the RM review system for agriculture financing products at ZTBL.

Practical implications

The authors propose remodeling of agriculture risk management and offer valuable insights to the agriculture financial regulators and government in taking policy initiatives in the pre-and-post agriculture risk evaluation process. The proposed model enables RM process to improve farm credit delinquency, particularly in ZTBL and other agriculture banking networks in commercial banks.

Originality/value

This is the first study to empirically investigate RM evaluation process in agriculture risk management of ZTBL in Pakistan, thus, offers new horizon of farm credit regulatory compliance in agricultural sector of Pakistan.

Details

Agricultural Finance Review, vol. 79 no. 1
Type: Research Article
ISSN: 0002-1466

Keywords

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