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Article
Publication date: 1 February 2003

Susan M. Ogden and Nigel P. Grigg

In 1979, the UK set the standard on which the universally recognised ISO 9000 series was based. Part of the rationale for the creation of a generic quality assurance standard was…

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Abstract

In 1979, the UK set the standard on which the universally recognised ISO 9000 series was based. Part of the rationale for the creation of a generic quality assurance standard was that it would supplant the need for independent customer inspections, avoid duplications of audits, and coordinate the various national approaches to quality standards. Ironically, however, as the award has grown internationally, there has been a corresponding growth in the number and type of quality standards available to UK organisations. This paper reviews the development of sector‐based quality assurance standards in the UK leisure, hospitality and food industries and draws conclusions on the extent to which the various standards can be aligned. It is found that whereas industry‐specific standards in the food industry dovetail with generic standards, there is a degree of overlap in the hospitality and leisure sectors.

Details

The TQM Magazine, vol. 15 no. 1
Type: Research Article
ISSN: 0954-478X

Keywords

Article
Publication date: 1 July 1994

Susan M. Ogden

The policy of compulsory competitive tendering (CCT) for local government manual services was widely extended by the Local Government Act 1988. The stated objective of this…

Abstract

The policy of compulsory competitive tendering (CCT) for local government manual services was widely extended by the Local Government Act 1988. The stated objective of this legislation was that competition would ensure value for money in the delivery of public services. Trade unionists interpreted the policy in largely negative terms seeing it as another central government tool to weaken the power of the collective thus forcing down the pay and conditions of their members.

Details

Management Research News, vol. 17 no. 7/8/9
Type: Research Article
ISSN: 0140-9174

Article
Publication date: 1 January 2006

Susan M. Ogden, Duncan McTavish and Lindsay McKean

Females now comprise just over half of the workforce in the UK financial services sector. This paper aims to report on the current position relating to factors that are…

4843

Abstract

Purpose

Females now comprise just over half of the workforce in the UK financial services sector. This paper aims to report on the current position relating to factors that are facilitating and inhibiting women from moving into middle and senior levels of management within the financial services sector.

Design/methodology/approach

A comparative analysis of four case studies from a cross‐section of the financial services industry is presented, each compiled using interviews with male and female senior and middle managers, and gender‐defined focus groups usually of employees who are in the promotion pipeline.

Findings

Despite progress in the case study organisations, both men and women concur that females encounter more barriers to career progression in the industry than men and that these relate primarily to a long hours culture and networking. This leads some women to exclude themselves from working in certain parts of the industry, such as corporate banking. Further, this aspect of the industry culture tends to permeate into areas of the industry where these activities are less important for fostering client relationships.

Practical implications

The research implies that the industry needs to do more to make networking events and activities more gender neutral. Additionally, as more women move up the career pipeline, they should be encouraged to access networks that tap into their equivalent “female networks”.

Originality/value

The paper provides a current picture of managerial working life in the UK financial services industry and provides empirical evidence of the managerial work cultures within the sector.

Details

Women in Management Review, vol. 21 no. 1
Type: Research Article
ISSN: 0964-9425

Keywords

Article
Publication date: 2 October 2007

Adelina M. Broadbridge, Gillian A. Maxwell and Susan M. Ogden

The purpose of this paper is to examine Generation Y, potential graduate entrants to UK retailing, in respect of their job experiences, career perceptions and initial employment…

10568

Abstract

Purpose

The purpose of this paper is to examine Generation Y, potential graduate entrants to UK retailing, in respect of their job experiences, career perceptions and initial employment expectations.

Design/methodology/approach

Utilising qualitative research methods, an exploratory study was undertaken with 33 students (all of whom fell into the category of Generation Y) from two UK universities.

Findings

The study found that many of the propositions contained within the Generation Y literature were reflected among participants in relation to their future career and lifestyle aspirations. This points to the need for retailers to carefully manage graduate expectations and experiences to ensure commitment to the sector.

Research limitations/implications

Being an exploratory study, the results are not genralisable to the wider population. The findings frame a future longitudinal study on the retail careers of Generation Y graduates as they move from the anticipation to the encounter stage of their career development. This will seek to further explore the implications of Generation Y values, including those relating to diversity and equality which were not raised as an issue in this preliminary study.

Originality/value

The findings of this research contribute to our knowledge of the career aspirations of Generation Y. It indicates to retailers some of the future recruitment and HR practices they might adopt to meet the needs of this generation of employees.

Details

Career Development International, vol. 12 no. 6
Type: Research Article
ISSN: 1362-0436

Keywords

Article
Publication date: 13 November 2007

Adelina M. Broadbridge, Gillian A. Maxwell and Susan M. Ogden

The aim of this paper is to highlight some preliminary findings regarding students' perceptions of retail employment. It concentrates on those students who belong to Generation Y…

3104

Abstract

Purpose

The aim of this paper is to highlight some preliminary findings regarding students' perceptions of retail employment. It concentrates on those students who belong to Generation Y, those born between 1977 and 1994.

Design/methodology/approach

The research instrument consisted of a questionnaire survey administered to business studies students at two Scottish universities – Glasgow Caledonian University and Stirling University. This paper reports on responses to 340 of these questionnaires – those students who already have some experience of retail employment, mainly as their part‐time employment experiences while studying for their degree.

Findings

Retail employment experience is common with the majority of students. Their expectations for future retail employment after graduation is to enjoy their work, while they are also concerned with fairness, equality and tolerance from their future employment.

Practical implications

The results are of benefit to retail employers' as preliminary indications of how they can attract potential graduate entrants into the sector. They provide some areas that retail companies should be addressing in their recruitment literature. These factors include future career opportunities including opportunities for self development, training and development, as well as pay and job security. Other factors that are also important to highlight are responsibility and challenging work opportunities and the maintenance of a good work‐life balance.

Originality/value

This is an under‐researched topic in the area of retail employment and Generation Y.

Details

International Journal of Retail & Distribution Management, vol. 35 no. 12
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 2 May 2008

T. Alexandra Beauregard

The purpose of this paper is to report on a seminar sponsored by the Academy of Management's Gender in Management Special Interest Group, which comprised discussions on aspects of…

4542

Abstract

Purpose

The purpose of this paper is to report on a seminar sponsored by the Academy of Management's Gender in Management Special Interest Group, which comprised discussions on aspects of diversity policy, initiatives, and programme development within Bank of Scotland, National Australia Group UK, and BBC Scotland, and also academic and industry presentations.

Design/methodology/approach

The report is based upon observations, notes and discussions on a range of issues relating to diversity in organisations.

Findings

The seminar highlighted practitioner perspectives of diversity management – both for staff development and for the development of a customer base in the case of banks, by actively encouraging business from female entrepreneurs and by aiming to make mainstream financial products appropriate for both female and male customers.

Originality/value

This report brings together a number of interesting and important themes linked to improvements in female recruitment and development.

Details

Equal Opportunities International, vol. 27 no. 4
Type: Research Article
ISSN: 0261-0159

Keywords

Article
Publication date: 1 April 1995

Susan Ogden

Examines, through in‐depth case studies, the process of strategicdecision making arising from the management of compulsory competitivetendering (CCT) for catering and cleaning…

2205

Abstract

Examines, through in‐depth case studies, the process of strategic decision making arising from the management of compulsory competitive tendering (CCT) for catering and cleaning services following the 1988 Local Government Act. Examines in particular the contrasting approaches to the management of employee relations and discusses the extent to which a coherent management strategy in this area has been followed. Draws conclusions about the implications of decisions relating to choice of organizational structure and control systems for the implementation of strategic policy.

Details

International Journal of Contemporary Hospitality Management, vol. 7 no. 2/3
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 1 November 2000

Anna MacVicar, Margaret Graham, Susan Ogden and Bernadette Scott

Both employers and employees may seek flexible employment patterns, but for different reasons – employees for lifestyle reasons and employers for financial and business…

1789

Abstract

Both employers and employees may seek flexible employment patterns, but for different reasons – employees for lifestyle reasons and employers for financial and business imperatives. This paper focuses on the first of these issues, summarising the results of a comparative case study analysis of female work roles and participation in flexible working arrangements in three contrasting leisure providers. The research findings suggest that gender role segregation existing in generic, non‐leisure specific jobs – such as reception – may be constraining equal opportunities for women more than lack of family‐friendly (or flexible) employment policies.

Details

International Journal of Contemporary Hospitality Management, vol. 12 no. 6
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 1 September 1998

Susan M. Ogden

This comment paper calls for a need to view benchmarking as a means to disseminate best practice in small hospitality organizations. Outlines the barriers to benchmarking in the…

2723

Abstract

This comment paper calls for a need to view benchmarking as a means to disseminate best practice in small hospitality organizations. Outlines the barriers to benchmarking in the sector and endorses the role and value of grading and award schemes as “external benchmarking” agencies.

Details

International Journal of Contemporary Hospitality Management, vol. 10 no. 5
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 5 June 2007

Susan M. Ogden and Eileen McCorriston

The aim of this paper is to report the findings from a survey of UK conference and event managers, which highlights the benefits that can accrue from supplier management within…

7434

Abstract

Purpose

The aim of this paper is to report the findings from a survey of UK conference and event managers, which highlights the benefits that can accrue from supplier management within this sector.

Design/methodology/approach

A survey of venue managers covering a cross‐section of venue types was used.

Findings

A significant proportion of venue managers report having long‐term supplier relationships, placing considerable value on the non‐financial benefits that can accrue from long‐term supplier relations featuring mutual trust and good working relationships. These include consistency, responsiveness and flexibility in service delivery. Additionally, the familiarity of regular suppliers with the venue and its procedures, can lead to seamless service delivery to the customer and free‐up venue managers time.

Research limitations/implications

The research design provides a one‐sided view of supplier relationships.

Practical implications

Attention is drawn to the performance benefits arising from building supplier relationships and offers guidance as to how these can be sustained by avoiding the pitfalls on long‐term relationships. In doing so, the findings legitimise the importance of taking non‐financial considerations into account when awarding or renewing supply contracts.

Originality/value

This paper applies lessons emerging from research on supplier relationships to a growing, but under‐researched, sector of the hospitality industry.

Details

International Journal of Contemporary Hospitality Management, vol. 19 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

1 – 10 of 61