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A common argument is that organizations should adopt new organizational practices, in order to respond to the hyper‐competitive business environment. The assumption underlying this argument is that such adoption generally entails the replacement of traditional practices. We suggest, instead, that managers are more likely to be managing simultaneously both new and old organizational practices. We explore our position through an investigation of the use of remote collaboration technologies in film production. In our study of US, UK and Australian film production houses we identify seven organizational dualities which characterize remote collaborations: creative work/routines, freedom/constraint, trust/control, artistic excellence/cost effectiveness, collaboration/competition, emotional/rational and closeness/remoteness. One side of each relationship represents organizational practices commonly associated with traditional forms of organizing, while the other represents those practices commonly associated with new forms of organizing. The coexistence of these dualities suggests that new organizational forms are not replacing traditional forms but rather co‐exist with, and become incorporated into, remolded traditional forms.

In an experience economy, the alternative options for higher education are varied; resulting in competition and a deliberate focus on student experience to create competitive advantage. In this regard, the various constituents of the university, including the library, are required to transform the organisational culture, specifically, the service culture, to engage students in a way that creates a memorable experience. In response, The UWI, Mona Library re-launched its Customer Service programme: using an in-house inspired 10 element service model, with initiatives aimed at realising each element, the library purposed to build a service culture. This paper seeks to assess employees' perception of the impact of the initiatives of this model.

This survey research employed individual interviews to assess employees' perception of the impact of the initiatives of the service model, with the objective of refining the model, where needed, for continued use in the Mona Library, and for use in libraries desirous of implementing the model.

The initiatives of the service model are creating the desired customer service culture and aspects have been identified for refinement.

The model is based on the needs, experiences, history, culture and strategic priorities of one Caribbean university library. It centres on the employees and their perception. As such, it focuses less on the product, space and the external customer; but it is hoped that by focusing on the employees (specifically creating a service culture amongst them) that this will ultimately impact product, space and the overall customer experience.

Provides the top priorities and considerations for a practicing Caribbean / developing country academic library manger, with an interest in a model for nurturing service culture amongst the employees.

This paper is of value as it centres on creating a service culture, rather than on the usual customer service satisfaction survey, offers a service model and adds to the literature on customer service in academic libraries.

This paper's purpose is to examine the nature of resistance to organisational change – why and how it occurs and the importance of effective response.

The paper argues that change resistance may in some circumstances be a hindrance and an obstacle to achieving effective organisational change.

The paper reveals that, if understood and dealt with effectively, change resistance may also form a constructive part of the process of organisational change management. The importance of a clear understanding of the reasons underlying change resistance and appropriate and effective responses is emphasised.

This paper provides useful information for those wishing to implement organisational change.

The ability of a team from a manufacturer and its partners to formulate strategic plans for supply chains is investigated. The research aims to improve the process of formulate strategic plans for supply chains is investigated. The research aims to improve the process of formulation using the strategic operations and logistics planning (SOLP) process.

SOLP involves researchers facilitating many meetings of the planning team in an action research setting at their premises. Combining knowledge from operations strategy and socio‐technical systems (STS), participant observation and semi‐structured surveys are used to obtain rich data. Team members derive order‐winning criteria and design policies along the supply chain for several product groups, using the process to craft strategies whilst researchers study it. One application included managers from supply chain partners whilst the other was limited to manufacturer managers. Working within the corporate plans of the focal company, the formulation is carried out by middle managers.

Carrying out the process twice at a heavy fabrication business (HFB) in Australia demonstrated that a team of chain managers can formulate strategic operations plans for a complete heavy industry chain. Extensive support, in the form of worksheets and facilitation, is important to formulation and extent of implementation of the plans. A case is made that assistance is probably necessary for full implementation of those plans.

Whilst limited to cases in a heavy manufacturer, the research is believed to be applicable to a range of medium‐sized supply chains.

The need for the team to include supply chain partners and the effect of member's capability and authority is investigated. The extent of implementation and the effect of team attributes on execution is studied.

The research demonstrates that a team of chain managers can, with suitable support, formulate strategic operations plans for a complete heavy industry chain. The case sheds some light on the benefits, or drawbacks, of having members of other chain partners present.

The concept “flexibility” is ubiquitous as a rationale for organizational change. However, its broad application is accompanied by a general lack of definitional agreement or theoretical cohesion. The purpose of this paper is to propose the merits of an alternative approach – applying a discourse perspective to the use of flexibility as a rationale for organizational change.

This paper first illustrates the broad referencing of flexibility as a desired organizational characteristic. It then discusses the associated lack of theoretical coherence associated with the use of the concept “flexibility” before arguing the merits of a discourse perspective on flexibility as a rationale for organizational change.

This paper identifies a set of questions to frame a discourse perspective on the use of “flexibility” as a rationale for organizational change.

The questions derived in this paper provide a research agenda for an investigation of the use and effects of the concept “flexibility” in the context of organizational change.

The questions derived in this paper provide practice‐based insights into how the concept “flexibility” is and/or could be used in the context of organizational change.

“Flexibility” is a ubiquitous concept as a rationale for organizational change and its use is accompanied by a diversity of definitions and conceptual frameworks. The originality of this paper is that rather than seeking to provide yet another definition – or attempting a resolution of definitional differences – it argues the merits of a discourse perspective on the use and effect of the concept flexibility in the context of organizational change.

A burgeoning literature refers to the effect of hypercompetitive conditions on organizations. The new orthodoxy involves reference to the disintegration of vertical, rational bureaucracies and the corresponding emergence of widespread innovation in new organizational practices such as delayering, outsourcing, and reducing organizational boundaries. Differing assumptions occur regarding the compatibility of new organizational practices with more traditional practices such as centralization and formalization. We present systematic, survey‐based data in order to assist in assessing these differing assumptions about compatibility. Our results confirm greater use of new organizational practices by organizations operating in dynamic environments. They also show that greater use of new organizational practices is not associated with less use of either centralization or formalization—indeed it is associated with an increased use of formalization. We argue the need to move beyond a compatibility/incompatibility dichotomy and propose a research agenda for achieving this. The implications for management include the need to view with caution evangelical calls for radical restructuring that ignore the subtleties of the relationship between traditional and new organizational practices.

The purpose of this paper is to share the findings of a research evaluation into a Befriending and Re-ablement Service (BARS) which offers a host of positive outcomes such as reduced loneliness and keeping as well as possible for a growing segment of the world’s population. The recent increase in longevity is one of humanity’s great success stories. But ageing comes at a price, and decision takers worry about the stresses and strains of an ageing society.

Following a literature review, this paper presents the findings of an evaluation of an alternative innovative form of support for older people, namely BARS, that has been developed on Merseyside. Semi- and unstructured interviews were carried out with stakeholders including service users and carers. A cost-benefit analysis is also reported. Finally the theoretical and policy implications of this research are explored.

Befriending and re-ablement officers is both a socially and economically cost effective means of enhancing independent living among older people, reducing loneliness and isolation that can contribute to ill health. The research shows that funding for the BARS scheme should be sustained and expanded, despite or because of the current era of cutbacks in UK and international service provision.

The paper highlights the value, role and importance of both befriending and re-ablement in a time of acute public and voluntary sector funding pressures. The paper is of value to a range of stakeholder groups such as older people, local and central governments and health care commissioners.

Mr W. W. Warner, A.F.R.Ae.S., has recently been appointed to the post of Service Manager with Airspeed Ltd., of Christchurch Aerodrome, Hants. He is based at the Christchurch factory and will be directly responsible for the maintenance and servicing of Ambassadors at home and abroad.