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Article
Publication date: 1 December 2004

Bernard Marr and Stephen Parry

This paper provides an overview of Fujitsu’s sense and response approach towards performance management. It is demonstrated using a case example of call center performance…

4686

Abstract

This paper provides an overview of Fujitsu’s sense and response approach towards performance management. It is demonstrated using a case example of call center performance as part of Fujitsu Services. Call centers (or contact centers) are often used as case examples of how not to measure and manage performance. An operational bias towards efficiency measures often fails to provide the customer focus needed and even has dysfunctional consequences. This case study demonstrates how Fujitsu moved away from the efficiency trap, and completely redesigned their performance management system to focus on their customer needs and the intangible drives of value creation. It will highlight the lessons learned, the pitfalls as well as the achievements.

Details

Measuring Business Excellence, vol. 8 no. 4
Type: Research Article
ISSN: 1368-3047

Keywords

Content available
Article
Publication date: 1 December 2004

182

Abstract

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Measuring Business Excellence, vol. 8 no. 4
Type: Research Article
ISSN: 1368-3047

Content available
Article
Publication date: 1 August 2005

89

Abstract

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International Journal of Health Care Quality Assurance, vol. 18 no. 5
Type: Research Article
ISSN: 0952-6862

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Book part
Publication date: 19 May 2009

Fabienne T. Amstad and Norbert K. Semmer

Recovery seems to be one of the most important mechanisms explaining the relationship between acute stress reactions and chronic health complaints (Geurts & Sonnentag, 2006

Abstract

Recovery seems to be one of the most important mechanisms explaining the relationship between acute stress reactions and chronic health complaints (Geurts & Sonnentag, 2006). Moreover, insufficient recovery may be the linking mechanism that turns daily stress experiences into chronic stress. Given this role recovery has in the stress process, it is important to ask in which contexts and under what circumstances recovery takes place.

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Current Perspectives on Job-Stress Recovery
Type: Book
ISBN: 978-1-84855-544-0

Article
Publication date: 1 November 2002

Judith R. Gordon, Joy E. Beatty and Karen S. Whelan‐Berry

This exploratory study focuses primarily on the nature and components of the midlife transition and secondarily considers its antecedents and consequences for a group of…

1607

Abstract

This exploratory study focuses primarily on the nature and components of the midlife transition and secondarily considers its antecedents and consequences for a group of 36 professional women who were married, had children, and had enduring careers. In‐depth interviews with these women provided the data for our analysis. The results suggest that age, family characteristics, and employment characteristics influence the transition. In addition, the women rebalance and develop new perspectives at midlife. Components of the resulting internal and external recalibration are identified. This recalibration resulted in increased satisfaction and overall well‐being.

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Women in Management Review, vol. 17 no. 7
Type: Research Article
ISSN: 0964-9425

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Article
Publication date: 1 December 1903

OF all trades or professions, with pretensions to some measure of specialization, if not learning, librarianship is the only one which does not make preliminary technical…

Abstract

OF all trades or professions, with pretensions to some measure of specialization, if not learning, librarianship is the only one which does not make preliminary technical training an absolute condition of entrance to its fellowship. We know, from past experience, that the ranks of the library profession are filled from all sorts of sources and by all kinds of men, very few of whom can show a diploma, or any kind of certificate, beyond their own word and the testimony of interested friends, to prove that they possess any special qualification for the work. In this respect librarianship differs from every other branch of the municipal and public educational services of the country. There is no independent test of fitness applied, even for positions of great responsibility, and librarians hold tenure of their offices by means of credentials which would not be accepted in the case of most town clerks, medical officers, accountants, surveyors, schoolmasters, and even sanitary inspectors. We are assumed to possess qualifications of a profound and immense range, but, beyond the undoubted power to announce this, by means of the voices and tongues with which we are lavishly endowed, our references are, for the most part, testimonies to character and experience, rather than to scientific training and professional capacity. Mr. X. spends fifteen years in the service of the O. Public Library, which was organised by a superannuated railway guard in 1862, on lines which were, no doubt, suggested by his former experience in dealing with parcels, passengers, and other luggage. This system has the merit of being based upon the science of Mathematics, because number is the main factor relied upon in every department, and for every purpose. It may, possess, moreover, an elementary relationship to the science of literature by making some use of the ordinary English alphabet, and so we have a combination of letters and numerals which is satisfactory evidence that the librarian was no fool, although he was only a railway guard. His literary methods are, therefore, of the A, B, C, 1, 2, 3. type, and all his assistants are carefully trained in the art of preserving bibliographical order by observing that 5 comes between 4 and 6, and q after p. Now, the assistant who has been brought up in this kind of library may have 15 years' so‐called experience behind him to which he can proudly refer, when applying for a chief post, and there is nothing on earth to show that he does not know absolutely everything about literature, bibliography and library methods—ancient and modern, retrograde and advanced, childish and scientific, or that he is not, in every sense of the word, a Complete Librarian. Indeed, the possession of such an imposing qualification as Fifteen Years' Experience is enough to intimidate any ordinary committee who have no standards by which to compare such a phenomenon. There is no standard by which we can at present judge the qualifications of any librarian, unless he is ass enough to reveal his shortcomings by writing books and papers, and what is really happening every day is simply that appointments are being made on the successful candidate's own valuation of his fitness. He is not tested as regards his professional ability at all, and library authorities are driven to appoint men who have had a long term of experience, no matter how elementary or antiquated it may be. They cannot do anything else in the absence of proper training schools, and certificates of special knowledge, issued by independent and impartial examining bodies. It is quite common to hear librarians boasting about their ten, twenty, or thirty years of experience, who would be sorely put to it to answer intelligently any ordinary question in English literature, systematic classification, or bibliography. These men have managed to establish a kind of freehold for mere experience, minus every other qualification, and it is their continuance in office which has prevented Public Libraries from being more liberally recognised by both State and local authorities. This absurd substitution of mere experience in feeble and unworthy methods, for systematic training in the higher departments of librarianship, has produced a race of self‐sufficient librarians—inferior in general intelligence to commercial clerks and shopmen—who have succeeded, by their narrow‐minded mal‐administration and absence of culture, to thoroughly eradicate any little scrap of confidence in the Public Library idea originally cherished by the people. It is fashionable among those gentlemen to blame parliamentary and municipal stinginess and indifference, as the sole causes of the inadequate financial provision to be squeezed out of a 1d. rate. They can account for everything on this theory—small salaries, invisible book‐funds, poor buildings equipped with inferior furniture, and so on—forgetting, in their inflated self‐sufficiency, how much of this neglect and indifference is due to their own ignorance and failure to interest either people or governors. The argument that everything must wait till the penny rate is abolished is the refuge of everyone who has failed to realize the important fact that, if recognition is wanted, it must be worked for. It may be taken as pretty conclusive that the failure of Public Libraries to obtain greater support from the people and Parliament is due largely to an all‐round failure to meet public needs in a thoroughly efficient manner. It matters not if some twenty or thirty places are managed on business‐like and scientific lines. They cannot influence other places at a distance, scattered all over the Kingdom to the number of 450, and inaccessible in other respects to the reformative effect of a good example. There are plenty of superior, cock‐sure librarians going about, with all the authority conferred by twenty years' experience—and nothing else—telling the people that the utmost degree of accomplishment to be had for a penny has been reached. This alone is enough to counteract the good work of fifty well‐managed libraries. The people say to themselves, “If our library represents all we can get for a penny, and our librarian is the sort of man we may expect in the future, what's the good of paying more for a double dose of the same kind of outfit?”

Details

New Library World, vol. 6 no. 6
Type: Research Article
ISSN: 0307-4803

Content available
Article
Publication date: 24 September 2021

Xiaoyan Liu and Kun Yu

The purpose of the paper is to understand the detrimental effects of vocational delay of gratification (VDG) based on the ego-depletion perspective and to explore the…

Abstract

Purpose

The purpose of the paper is to understand the detrimental effects of vocational delay of gratification (VDG) based on the ego-depletion perspective and to explore the specific mechanism in this dynamic process.

Design/methodology/approach

The study used experience sampling to survey 89 employees at 3 time points within each day over 10 days and built a 4-stage sequential mediation model.

Findings

Results revealed that, at the daily level, afternoon VDG had a positive effect on end-of-day work–family conflict through afternoon ego depletion. The work–family conflict continued the state of ego depletion to the next morning and led to poor job dedication the next morning.

Research limitations/implications

The findings suggest organizations and employees should consider not only the benefits of delay of gratification (DG) but the costs as well.

Originality/value

The current study is the first to investigate a dark side of VDG and to explore its underlying mechanism.

Details

Career Development International, vol. 26 no. 6
Type: Research Article
ISSN: 1362-0436

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Article
Publication date: 22 June 2012

Mark Hutchinson

The purpose of this paper is to trace debates between state and federal governments, and community stakeholders, leading to the establishment and abolition of the first…

Abstract

Purpose

The purpose of this paper is to trace debates between state and federal governments, and community stakeholders, leading to the establishment and abolition of the first attempt at a university for Western Sydney, established as Chifley University Interim Council.

Design/methodology/approach

The historical analysis draws from published papers, oral history accounts, and original documents in archives of the University of Sydney and the University of Western Sydney.

Findings

Higher education reform in the 1980s in Australia was fought out as an extension of broader issues such as “States rights”, the rising political power of peri‐urban regions, long‐standing tensions between state and Commonwealth bureaucracies, and the vested interests of existing tertiary education and community groups.

Originality/value

This is the only existing study of attempts to found Chifley University, and one of the few available studies which take a social and contextual approach to understanding the critical reforms of the 1980s leading up to the Dawkins Reforms of 1988‐1990.

Abstract

Details

Reconsidering Patient Centred Care
Type: Book
ISBN: 978-1-80071-744-2

Article
Publication date: 24 June 2011

Ian Brailsford

The historical study aims to trace moves towards professionalising university teaching in the era of post‐war expansion in higher education using the University of…

Abstract

Purpose

The historical study aims to trace moves towards professionalising university teaching in the era of post‐war expansion in higher education using the University of Auckland, New Zealand, as the specific case study.

Design/methodology/approach

The historical analysis draws from published papers and original documents chronicling the state of teaching abilities in New Zealand in the late 1950s and 1960s and also draws from the University of Auckland's own archives.

Findings

University teaching by the early 1970s was no longer a private matter. Facing greater accountability from the New Zealand government and university students over the quality of teaching, New Zealand universities responded by creating professional development units to enhance the teaching capabilities of their academic staff.

Originality/value

This case study adds to the emerging histories of higher education academic and staff development units in Australasia and the United Kingdom. It demonstrates the growing realisation amongst academics, students and policy makers in the 1960s that lecturers could not be entirely left to their own devices given the potential harm poor teaching could have on student performance.

Details

History of Education Review, vol. 40 no. 1
Type: Research Article
ISSN: 0819-8691

Keywords

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