Search results

The use of the term customer is new in the Health Service. Its use should be made clear and not be used interchangeably with consumer. Organisations have customer‐supplier chains. Focusing on these chains can assess the effectiveness of services to the customer. All organisational processes influence service to the external customer. A successful organisation must satisfy external customer needs. Wants, needs and expectations need clarifying. Patients′ needs are often rationed by the professionals. Because of the complexity of National Health Service (NHS) business and the relative lack of choice of external customers, the responsibility of NHS staff to meet their needs and expectations is greater than in the private sector.

This chapter gives one version of the recent history of evaluation case study. It looks back over the emergence of case study as a sociological method, developed in the early years of the 20th Century and celebrated and elaborated by the Chicago School of urban sociology at Chicago University, starting throughout the 1920s and 1930s. Some of the basic methods, including constant comparison, were generated at that time. Only partly influenced by this methodological movement, an alliance between an Illinois-based team in the United States and a team at the University of East Anglia in the United Kingdom recast the case method as a key tool for the evaluation of social and educational programmes.

This book is a policy proposal aimed at the democratic left. It is concerned with gradual but radical reform of the socio‐economic system. An integrated policy of industrial and economic democracy, which centres around the establishment of a new sector of employee‐controlled enterprises, is presented. The proposal would retain the mix‐ed economy, but transform it into a much better “mixture”, with increased employee‐power in all sectors. While there is much of enduring value in our liberal western way of life, gross inequalities of wealth and power persist in our society.

Achievement motivation is not a fixed quantity. Rather, it depends, in part, on one’s subjective construal of the learning environment and their place within it – their narrative. In this paper, we describe how brief interventions can maximize student motivation by changing the students’ narratives.

We review the recent field experiments testing the efficacy of social-psychological interventions in classroom settings. We focus our review on four types of interventions: ones that change students’ interpretations of setbacks, that reframe the learning environment as fair and nonthreatening, that remind students of their personal adequacy, or that clarify students’ purpose for learning.

Such interventions can have long-lasting benefits if changes in students’ narratives lead to initial achievement gains, which further propagate positive narratives, in a positive feedback loop. Yet social-psychological interventions are not magical panaceas for poor achievement. Rather, they must be targeted to specific populations, timed appropriately, and given in a context in which students have opportunities to act upon the messages they contain.

Social-psychological interventions can help many students realize their achievement potential if they are integrated within a supportive learning context.

Effective project learning can prevent projects from repeating the same mistakes; however, knowledge codification is required for project-to-project learning to be up-scaled across the temporal, geographical and organisational barriers that constrain personalised learning. This paper explores the state of practice for the structuring of codified project learnings as concrete boundary objects with the capacity to enable externalised project-to-project learning across complex boundaries. Cross-domain reconceptualisation is proposed to enable further research and support the future development of standardised recommendations for boundary objects that can enable project-to-project learning at scale.

An integrative literature review method has been applied, considering knowledge, project learning and boundary object scholarship as state-of-practice sources.

It is found that the extensive body of boundary object literature developed over the last three decades has not yet examined the internal structural characteristics of concrete boundary objects for project-to-project learning and boundary-spanning capacity. Through a synthesis of the dispersed structural characteristic recommendations that have been made across examined domains, a reconceptualised schema of 30 discrete characteristics associated with boundary-spanning capacity for project-to-project learning is proposed to support further investigation.

This review makes a novel contribution as a first cross-domain examination of the internal structural characteristics of concrete boundary objects for project-to-project learning. The authors provide directions for future research through the reconceptualisation of a novel schema and the identification of important and previously unidentified research gaps.

The notion, technologies and organizational elaboration of traceability have become more prominent and more systematic in recent years in many different fields, notably food. This chapter argues that traceability has many faces: it is a programmatic value embedded in norms and regulations; it is a frontier of technology development such as blockchain, and it is a continuous processual and political dynamic of organizational connectedness, leading also to resistance. These different aspects make up “traceability infrastructures,” which embody a number of tensions and dynamics. Three such dynamics are explored in this chapter: the tension between organizational entities and meta-entities, problems of agency and the distribution of responsibility, and dialectics of connectivity and disconnectivity. These three dynamics generate three testable propositions, which define a prolegomena for a new subject of “traceability studies.” Overall, traceability is argued to be an ongoing process of connecting discrete agencies – a process of “chainmaking” – and is formative of more or less stable forms of distributed agency and responsibility.

Social media stage online patterns of social interaction that differ remarkably from ordinary forms of acting, talking and relating. To unravel these differences, we review the literature on micro-sociology and social psychology and derive a shorthand version of socially-embedded forms of interaction. We use that version as a yardstick for reconstructing and assessing the patterns of sociality social media promote. Our analysis shows that social media platforms stage highly stylized forms of social interaction such as liking, following, tagging, etc. that essentially serve the purpose of generating a calculable and machine-readable data footprint out of user platform participation. This online stylization of social interaction and the data it procures are, however, only the first steps of what we call the infrastructuring of social media. Social media use the data footprint that results from the stylization of social interaction to derive larger (and commercially relevant) social entities such as audiences, networks and groups that are constantly fed back to individuals and groups of users as personalized recommendations of one form or another. Social media infrastructure sociality as they provide the backstage operations and technological facilities out of which new habits and modes of social relatedness emerge and diffuse across the social fabric.