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RAUSP Management Journal, vol. 54 no. 3
Type: Research Article
ISSN: 2531-0488

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Article
Publication date: 4 May 2010

Marisa K. Smith, Peter D. Ball, Umit S. Bititci and Robert van der Meer

The purpose of this paper is to identify theories from manufacturing which can be applied to alleviate current issues within contact centre organisations. As contact…

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1156

Abstract

Purpose

The purpose of this paper is to identify theories from manufacturing which can be applied to alleviate current issues within contact centre organisations. As contact centres currently adopt a mass production approach to customer service, this paper aims to examine the key issues currently facing contact centres and investigate how manufacturing has overcome some of its issues with the mass production approach.

Design/methodology/approach

The research employs a qualitative case study approach using a cross section of different types of contact centre to identify the current issues with contact centres. Interview and direct observation are the chosen methods for data collection and the data are analysed using a series of deductive and emergent codes.

Findings

From empirically investigating the issues that contact centres are currently facing it would imply that they have the same issues as manufacturing historically faced. Therefore, it can be concluded that if manufacturing can develop from an industry founded on scientific management principles, then so can the contact centre industry.

Research limitations/implications

The findings of this paper provide a useful starting point to discuss the ability of theories developed in manufacturing to be adapted into the contact centre context. This paper is a starting point for further work into the applicability of manufacturing theories into the contact centre environment and as such it is deliberately discussed at a high level of abstraction.

Practical implications

Many of the techniques employed in contact centres originate from manufacturing's past but little of the research focuses on how contact centres can learn from manufacturing's future therefore this paper has practical implications in identifying which concepts can be transferred from manufacturing to contact centres.

Originality/value

The value of this paper is that it looks to the future of contact centre operations and discusses which techniques can be transferred from manufacturing to alleviate some of the current issues with contact centres.

Details

Journal of Manufacturing Technology Management, vol. 21 no. 4
Type: Research Article
ISSN: 1741-038X

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Article
Publication date: 1 April 2014

Abdullah A. Alabdulkarim, Peter D. Ball and Ashutosh Tiwari

The demand for contracts on assets availability has increased. Recently published papers show that the use of asset health monitoring technologies is being encouraged to…

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1673

Abstract

Purpose

The demand for contracts on assets availability has increased. Recently published papers show that the use of asset health monitoring technologies is being encouraged to improve the asset performance. This is based on reason rather than analysis. This paper aims to understand and assess the effect of different types of business processes for maintenance resource levels on the behaviour of the maintenance operations and asset availability located at different customer locations using different asset monitoring levels.

Design/methodology/approach

A discrete event simulation (DES) model was developed to mimic complex maintenance operations with different monitoring levels (reactive, diagnostics, and prognostics). The model was created to understand and assess the influence of resources (labour and spare parts) on a particular maintenance operation. The model was created to represent different levels of asset monitoring to be applied in a case study. Subsequently, different levels of spare parts (ranging from deficient inventory to a plentiful spares inventory) and labour were applied to show the effects of those resources on the asset availability.

Findings

This research has found that the DES was able to discern different processes for asset monitoring levels in complex maintenance operations. It also provided numerical evidence about applying such asset monitoring levels and proved that the higher asset monitoring level does not always guarantee higher asset availability.

Practical implications

The developed model is a unique model that can provide the decision makers of maintenance operations with numerical evidence to select an appropriate asset monitoring level based on their particular maintenance operations.

Originality/value

A novel DES model was developed to support maintenance operations decision makers in selecting the appropriate asset monitoring level for their particular operations. This unique approach provides numerical evidence rather than reasoning, and also proves that the higher asset monitoring level does not always guarantee higher asset availability.

Details

Business Process Management Journal, vol. 20 no. 2
Type: Research Article
ISSN: 1463-7154

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Article
Publication date: 1 December 1999

Umit S. Bititci, Trevor J. Turner and Peter D. Ball

This paper shares the conclusions of the authors with respect to a comparison of Beer’s viable systems model (VSM) and modern business process thinking. These conclusions…

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17560

Abstract

This paper shares the conclusions of the authors with respect to a comparison of Beer’s viable systems model (VSM) and modern business process thinking. These conclusions have been arrived at as a result of extensive empirical research over the past five years. Modern business process thinking and the VSM provides the foundations for a viable business structure which maximises opportunities for managing agility. The paper provides a brief background to the research and explains VSM and modern business process thinking. It then goes on to demonstrate how VSM and modern business process thinking combine to provide a powerful structure for planning and managing today’s modern organisation in an uncertain and dynamic environment. In developing the theorythe paper also provides empirical evidence to support and demonstrate the application of the theory. The paper concludes with a summary of key messages and lessons learned.

Details

International Journal of Agile Management Systems, vol. 1 no. 3
Type: Research Article
ISSN: 1465-4652

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Abstract

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Journal of Manufacturing Technology Management, vol. 21 no. 4
Type: Research Article
ISSN: 1741-038X

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Article
Publication date: 18 September 2007

Rick Holden and John Hamblett

This series of papers aims to explore the transition from higher education into work. It reports on research undertaken over a period of two years and which sought to…

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5170

Abstract

Purpose

This series of papers aims to explore the transition from higher education into work. It reports on research undertaken over a period of two years and which sought to track a number of young graduates as they completed their studies and embarked upon career of choice.

Design/methodology/approach

The approach adopted is defined and discussed as one of “common sense”. Alongside the notion of “common sense” the paper deploys two further concepts, “convention” and “faith” necessary to complete a rudimentary methodological framework. The narratives which are at the heart of the papers are built in such a way as to contain not only the most significant substantive issues raised by the graduates themselves but also the tone of voice specific to each.

Findings

Five cases are presented; the stories of five of the graduates over the course of one year. Story lines that speak of learning about the job, learning about the organisation and learning about self are identified. An uneven journey into a workplace community is evident. “Fragmentation” and “cohesion” are the constructs developed to reflect the conflicting dynamics that formed the lived experience of the transitional journeys experienced by each graduate.

Research limitations/implications

Whilst the longitudinal perspective adopted overcomes some of the major difficulties inherent in studies which simply use “snap shot” data, the natural limits of the “common sense” approach restrict theoretical development. Practically speaking, however, the papers identify issues for reflection for those within higher education and the workplace concerned with developing practical interventions in the areas of graduate employability, reflective practice and initial/continuous professional development.

Originality/value

The series of papers offers an alternative to orthodox studies within the broader context of graduate skills and graduate employment. The papers set this debate in a more illuminating context.

Details

Education + Training, vol. 49 no. 7
Type: Research Article
ISSN: 0040-0912

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Book part
Publication date: 1 January 2012

Abstract

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Hard Labour? Academic Work and the Changing Landscape of Higher Education
Type: Book
ISBN: 978-1-78052-501-3

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Book part
Publication date: 6 August 2020

Julian Crockford

The Teaching Excellence Framework was explicitly introduced as a mechanism to ‘enhance teaching’ in universities. This chapter suggests, however, that the highly complex…

Abstract

The Teaching Excellence Framework was explicitly introduced as a mechanism to ‘enhance teaching’ in universities. This chapter suggests, however, that the highly complex ‘black box’ methodology used to calculate TEF outcomes effectively blunts its purpose as a policy lever. As a result, TEF appears to function primarily as performative policy act, merely gesturing towards a concern with social mobility. Informed by the data and metrics driven Deliverology approach to public management, I suggest the opacity of the TEF's assessment approach enables policymakers to distance themselves from and sidestep the wicked problems raised by the complicated contexts of contemporary higher education learning and teaching. At the same time, however, I argue that the very indeterminacy through which the framework achieves this sleight of hand creates a space in which engaged teaching practitioners can push through a more progressive approach to inclusive success.

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Book part
Publication date: 19 December 2016

Tavis D. Jules

This chapter presents a very broad synopsis of the intensification of education governance. It opens by narrating the multifaceted nature of governance and in what way it…

Abstract

This chapter presents a very broad synopsis of the intensification of education governance. It opens by narrating the multifaceted nature of governance and in what way it has developed as the axiom for professed policy problems that national educational systems are experiencing. The chapter chronicles the amplification of education governance and it explicates the metamorphosis and myriad typographies that “governance” has taken in responding to perceived endogenous and exogenous policy problems. It explains how managerialism and neo-corporate reforms sought to destabilize the activities of education governance and the results. In making this argument, it suggests that new public management policy prescriptions in education were part of the earliest form of disruptive innovation in education. It advances that educational managerialism, in hollowing out national educational systems, has generated the perfect breeding ground for the rise of newer modus operandi (or modes, styles, and arrangements) that governs and regulates education systems through the use of different techniques and mechanisms. The second half of the chapter discusses five different modus operandi that are inchoate in the post-managerialist era and highlights that in education, we have progressed beyond the movement from government to governance across national education systems and these systems are now employing additional modes of governance (vertical and horizontal) across different scales. The chapter concludes by drawing on the concept of a “Wicked Problem” (an unsolvable or difficult problematic, that is, fluid, paradoxical, and unfinished) to insinuate that education governance is an example of a wicked problem that has been and continues to be shaped by the ideological contours of endogenous and exogenous policy influences.

Details

The Global Educational Policy Environment in the Fourth Industrial Revolution
Type: Book
ISBN: 978-1-78635-044-2

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Book part
Publication date: 26 September 2013

Lesley Vidovich

This chapter focuses on theories and methods for policy studies in higher education, in an era of accelerating globalisation. Policy is increasingly conceived as a complex…

Abstract

This chapter focuses on theories and methods for policy studies in higher education, in an era of accelerating globalisation. Policy is increasingly conceived as a complex process which extends from global to local levels, and is contested at all levels. At the same time, higher education has assumed a more central role in the development of a so-called ‘global knowledge economy’. Thus, the re-conceptualisation of ‘policy’, along with the repositioning of the role of higher education in globalising times, call for a rethink on theory and method for higher education policy studies. With attempts to cover a broad global-local span, single theoretical framings are often insufficient, and theoretical eclecticism potentially offers more comprehensive insights into dynamic policy processes than single theories alone. In particular, the combination of critical theory and post-structural theory has presented a fruitful way to build policy ‘trajectory’ and ‘network’ analyses across multiple levels and sites.

Details

Theory and Method in Higher Education Research
Type: Book
ISBN: 978-1-78190-682-8

1 – 10 of over 2000