Search results

This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/09684879710173398. When citing the article, please cite: Ian W. Hall, (1997), “Using ISO 9000 to improve customer service”, Training for Quality, Vol. 5 Iss: 3, pp. 126 - 129.

During 1996 the facilities management department at the Sanofi Research Centre in Alnwick implemented an ISO 9000 quality system. The primary aim for implementing the system was to improve the services provided to the department’s internal customers. Describes how the implementation was carried out, with particular reference to improving customer service, but also identifying some of the issues relating to implementing ISO 9000 within part of a larger organization. Focuses primarily on in‐house service providers, but the information may be relevant to all service organizations.

It has often been said that a great part of the strength of Aslib lies in the fact that it brings together those whose experience has been gained in many widely differing fields but who have a common interest in the means by which information may be collected and disseminated to the greatest advantage. Lists of its members have, therefore, a more than ordinary value since they present, in miniature, a cross‐section of institutions and individuals who share this special interest.

Presents over sixty abstracts summarising the 1999 Employment Research Unit annual conference held at the University of Cardiff. Explores the multiple impacts of globalization on work and employment in contemporary organizations. Covers the human resource management implications of organizational responses to globalization. Examines the theoretical, methodological, empirical and comparative issues pertaining to competitiveness and the management of human resources, the impact of organisational strategies and international production on the workplace, the organization of labour markets, human resource development, cultural change in organisations, trade union responses, and trans‐national corporations. Cites many case studies showing how globalization has brought a lot of opportunities together with much change both to the employee and the employer. Considers the threats to existing cultures, structures and systems.

Aim of the present monograph is the economic analysis of the role of MNEs regarding globalisation and digital economy and in parallel there is a reference and examination of some legal aspects concerning MNEs, cyberspace and e‐commerce as the means of expression of the digital economy. The whole effort of the author is focused on the examination of various aspects of MNEs and their impact upon globalisation and vice versa and how and if we are moving towards a global digital economy.

THE end of October saw the return of most of our overseas visitors, continental and otherwise, to their homes, leaving with us pleasant memories of a mutually successful visit. The Englishman's proverbial difficulties with foreign tongues, even of neighbouring France, did not complicate matters unduly or reduce too much those interchanges which conference and school afforded. We can repeat our frequently‐expressed hope that there will be an ever increasing series of visits, both of the foreigner to England and of ourselves as foreigners to other countries. We would welcome longer stays in both cases. Nothing but good can come from them.

Aarhus Kommunes Biblioteker (Teknisk Bibliotek), Ingerslevs Plads 7, Aarhus, Denmark. Representative: V. NEDERGAARD PEDERSEN (Librarian).

THE Programme of the Library Association Conference which reached us on April 22nd is one of much interest. Every year increases the difficulty of providing matter which has such appeal that members can say at the close that the time has been spent profitably. The pre‐print of the papers—a rather incomplete affair—raises the thought that Conference time could be better used than in discussions on such “Research Committee” matters as library vans and temporary buildings, excellent as we admit the enquiries and results of them to be. Yet this reflection is accompanied by the certainty that there have been few conferences which have not contributed something of material use to every participator and we still hold the view that more is learned in “a week at one than in months of hermit‐like seclusion.” That last quotation was written in the first edition of Brown's Manual and is valid to this day. Our representatives will write impressions after the event, not by way of detailed report, but as endeavouring to sum up what, if anything, material has been achieved. The report published by the Association usually gives the papers in extenso, but we wish its issue could be delayed long enough to provide more informative records of the discussions. As the best contributions occasionally come from the floor, the bare‐bones notes of the names of speakers and almost telegram‐like utterances they are supposed to have made, which have been the customary report, could be greatly improved.

THE question of display in libraries becomes more important with the days. It is therefore a peculiar pleasure to us to publish a fine article by Mr. Savage on this. From his earliest days the ex‐President has been deeply and practically interested in book‐display. We believe that nearly forty years ago he and Mr. Jast worked out many experiments in it which are occasionally revived by those who have quite forgotten their origin. He was, we think, the first librarian here to take an ordinary shop as a branch library and dress its window as if it were a bookshop. Before him few English libraries used colour to any extent, or were aware of the aesthetic value of plants, flowers, curtains and well‐shaped furniture.

The article reviews the policy, legislation and literature on sex and relationships for people with learning disability, through a search of electronic databases, journals and other resources. It reviews the rights of people with learning disabilities to a sexual life and their views of service responses, sexual offences legislation and the link between sexual knowledge and practice. It also explores sexual orientation and preference among people with learning disabilities, differences between the genders and sexual offending, including consideration of ‘victimless’ offences. It concludes that the balance between empowering and protecting people with learning disabilities is challenging but important. Interventions to promote safer, healthier sexual behaviour need to address more than improving knowledge. We need to find out more about what people with learning disabilities think about their sexual experiences and how they are supported in this area.