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This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/09604529210029461. When citing the article, please cite: Karen Myers, (1992), “Training team leaders”, Managing Service Quality: An International Journal, Vol. 2 Iss: 5, pp. 255 - 258.

Outlines the policies of the AA in its training for customer care skills, team leadership abilities and team‐building initiatives. Provides a guide to the implementation of the programme and gives examples of the views of team leaders as to how well the programme was working.

Examines the AA′s method of training staff by empowerment based on encouraging customer care skills, team leadership abilities and team‐building initiatives. Concludes that managers need to learn to adapt to this empowerment in order to take advantage of the “hidden talents” of staff.

Using a sample of US nonprofit organizations, where the identity of the auditor in charge of the audit is revealed, I investigate whether individual auditor characteristics (gender, engagement size and tenure) are associated with audit quality.

To investigate how individual audit partner characteristics affect audit quality, I follow Petrovits et al. (2011) and Fitzgerald et al. (2018) who investigate client characteristics and partner tenure as determinants of ICDs in nonprofits. I add three characteristics of the auditor in charge – gender, engagement size and tenure – to their models. In additional analyses, I use subsamples partitioned by client risk and audit firm size, and find that individual auditor characteristics generally play a more significant role in the issuance of ICDs and QAOs for riskier clients than for less risky clients.

My results show that female auditors are more likely to report internal control deficiencies and issue qualified audit opinions (QAOs) to nonprofits. I also find that auditors with more Single Audit engagements within the same year are less likely to report ICDs. In addition, auditor tenure is negatively associated with the likelihood of issuing an ICD report, suggesting that auditors become complacent as the length of the auditor–client relationship lengthens or, alternatively, that they are better able to assist their clients in correcting ICDs and in maintaining stronger internal control environments as they gain client-specific knowledge over time. Additional analysis suggests tenure and engagement load results are sensitive to the sample specification employed.

One caveat of this study is that self-selection bias may be present when a client chooses an audit firm, the audit firm selects a client, and the audit firm assigns a partner to the engagement. Future study with more advanced econometric models is needed to mitigate self-selection bias. Another limitation is that my sample consists of nonprofit organizations and may not be generalizable to for-profit firms. Another caveat of this study is that the tenure variable is truncated compared to prior literature (e.g. Fitzgerald et al., 2018). Also given the rarity of audit quality measures in the nonprofit setting, internal control deficiencies and qualified opinions are used as proxies for audit quality because they reflect both the quality of audit work and the quality of organizations' internal control and financial reporting. Future studies with data including additional audit quality measures could shed more light on the topic.

This study contributes to the literature in several ways. First, this study offers a more comprehensive examination on the impact that a broader set of individual auditor characteristics on audit quality in the nonprofit setting, compared to Fitzgerald et al.'s (2018) study. Second, the findings should be of interest to policymakers who recently mandated engagement partner disclosures from US audit firms (PCAOB, 2015b). Finally, another distinctive feature of this study is that I examine the impact of individual auditor characteristics on audit quality in a setting where Big 4 audit firms are not dominant.

Karen is a performance management consultant, trainer, facilitator and coach. Karen has worked in a variety of training, development and leadership roles for over twenty years; including eight years as managing director of PeopleSolve Ltd and 12 years as training, development and culture change manager with the Centrica group. Karen is Chairman of the British Institute for Learning and Development, a non‐executive director of the University of Chichester, and a director of Creative Leaders.

This briefing is prepared by an independent interviewer.

In this interview, Karen Velasco talks about her professional background before being appointed Chairman of the British Institute for Learning and Development (BILD), highlights the vision of the BILD, and gives her thoughts on the new developments occurring within the field of learning and development.

Provides strategic insights and practical thinking that have influenced some of the world's leading organizations.

Learning and development departments constantly have to change their priorities to fit with the changing economic climate. Drawing on her professional experience, Karen Velasco offers advice and guidance to L&D professionals on how to remain competitive in new markets, whilst still addressing the needs of their employees.

This paper seeks to present organizational learning processes of knowledge accumulation, articulation, codification and subsequent routine development in a marketing services organization where judgment and rules of thumb were more the norm than codified knowledge and explicit routines. The case illustrates how organizational learning through a conscious knowledge codification effort could lead to tangible benefits for consumer‐driven organizations and how heterogeneous and infrequent yet important routines can be aided by an explicit and dynamic learning process.

After a review of the relevant literature, a case is provided to illustrate many of the key concepts in the organizational learning literature as they are applied to a consumer package goods company.

The case study is followed by a discussion of how the organization in the case applied organizational learning processes through a knowledge clarification and codification system. The organizational learning process was enabled by contextual enablers such as leadership commitment to organizational learning, teamwork and organization‐wide participation in the knowledge articulation and codification processes, and multi‐lateral flow of information across the organization in developing the routines.

Implications of how companies in market‐oriented environments that often have nuanced practices and uncodified norms could utilize various organizational learning processes are discussed in the paper.

It is rare in the field of organizational learning to see the application of numerous learning theories in one place and one organization. Such was the case in this examination, where different roles played by different organizational components, such as support from leadership, teamwork and flexibility, organization‐wide participation, and multilateral communication, in addition to knowledge accumulation, articulation, codification, and circular learning loops were utililzed by the organization to produce marketplace success for a major consumer battery company with heterogeneous and nuanced yet important learning requirements.

The purpose of this paper is to explore economic conditions of contemporary society to provide insight into the ways in which the consequences of disaster, including environmental migration, are accentuated.

This research draws on Zygmunt Bauman’s theory of liquid modernity and notions of development to analyse disaster. From the analysis, a new concept, liquid development, is proposed and critiqued as a contributing factor leading to severe contemporary disaster.

Liquid development provides a new way of making sense of the conditions and consequences of economic growth and a business as usual attitude. It further provides a framework to explore the potential disaster of environmental migration in the Pacific Islands arising from liquid development driven climate change-induced sea level rise.

Analysing these conditions provides greater understanding of the resulting impact of disaster, creating awareness and informing the need for accountability and social policy. This study aims to contribute to further practical and research enquiry that will challenge liquid developers to reconsider their impact and to accept responsibility for vulnerable members of society as part of their business as usual structure.

This paper adds to Bauman’s understanding of the consequences of globalisation through the construct of liquid development. It also continues his debate by giving awareness to the global issue of environmental migration.

The aim of this action research was to explore, from a workforce and a patient/carer perspective, the skills and the capacity required to deliver integrated care and to inform future workforce development and planning in a new integrated care system in England.

Semi-structured interviews and focus groups with primary, community, acute care, social care and voluntary care, frontline and managerial staff and with patients and carers receiving these services were undertaken. Data were explored using framework analysis.

Analysis revealed three overarching themes: achieving teamwork and integration, managing demands on capacity and capability and delivering holistic and user-centred care. An organisational development (OD) process was developed as part of the action research process to facilitate the large-scale workforce changes taking place.

This study did not consider workforce development and planning challenges for nursing and care staff in residential, nursing care homes or domiciliary services. This part of the workforce is integral to the care pathways for many patients, and in line with the current emerging national focus on this sector, these groups require further examination. Further, data explore service users' and carers' perspectives on workforce skills. It proved challenging to recruit patient and carer respondents for the research due to the nature of their illnesses.

Many of the required skills already existed within the workforce. The OD process facilitated collaborative learning to enhance skills; however, workforce planning across a whole system has challenges in relation to data gathering and management. Ensuring a focus on workforce development and planning is an important part of integrated care development.

This study has implications for social and voluntary sector organisations in respect of inter-agency working practices, as well as the identification of workforce development needs and potential for informing subsequent cross-sector workforce planning arrangements and communication.

This paper helps to identify the issues and benefits of implementing person-centred, integrated teamworking and the implications for workforce planning and OD approaches.

Cyber security has never been more important than it is today in an ever more connected and pervasive digital world. However, frequently reported shortages of suitably skilled and trained information system (IS)/cyber security professionals elevate the importance of delivering effective Security Education,Training and Awareness (SETA) programmes within organisations. Therefore, the purpose of this study is the questionable effectiveness of SETA programmes at changing employee behaviour and an absence of empirical studies on the critical success factors (CSFs) for SETA programme effectiveness.

This exploratory study follows a three-stage research design to give voice to practitioners with SETA programme expertise. Data is gathered in Stage 1 using semi-structured interviews with 20 key informants (the emergence of the CSFs), in Stage 2 from 65 respondents to a short online survey (the ranking of the CSFs) and in Stage 3 using semi-structured interviews with nine IS/cyber security practitioners (the emergence of the guiding principles). Using a multi-stage research design allows the authors to propose and evaluate the 11 CSFs for SETA programme effectiveness.

This study conducted a mean score analysis to evaluate the level of importance of each CSF within two independent groups of IS/cyber security professionals. This multi-stage analysis produces a ranked list of 11 CSFs for SETA programme effectiveness, while the difference in the rankings leads to the emergence of five CSF-specific guiding principles (to increase the likelihood of delivering an effective SETA programme within an organisational context). This analysis also reveals that most of the contradictions/differences in CSF rankings between IS/cyber security practitioners are linked to the design phase of the SETA programme life cycle. While two CSFs, “maintain quarterly evaluation of employee performance” (CSF-DS6) and “build security awareness campaigns” (CSF-EV1), represent the most significant contradiction in this study.

The 11 CSFs for SETA programme effectiveness, along with the five CSF-specific guiding principles, provide a greater depth of knowledge contributing to both theory and practice and lays the foundation for future studies. Therefore, the outputs of this study provide valuable insights on the areas that practice needs to get right to deliver effective SETA programmes.

Literacy has been one of the most publicized societal problems of the past decade, and it is likely to continue as such for some time to come. Like many problems of modern society, it involves a variety of educational, social, and economic factors, and will therefore not be easily solved.