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An interview with Thomas A. Stewart, recently appointed editor of the Harvard Business Review and formerly Editorial Director of Business 2.0 and a member of the Board of Editors of Fortune. His latest book is The Wealth of Knowledge: Intellectual Capital and the Twenty‐first Century Organization (2002). Stewart’s message: Knowledge is the most important factor of production in the modern economy and a key to achieving competitive advantage. Investment in intellectual capital almost invariably provokes further complementary investments, producing a self‐feeding circle of investment and value creation. If you don’t know why you’re doing knowledge management, you shouldn’t be doing it. To apply knowledge management ideas and tools to solve business problems, you have to first identify the business problems. More companies are now operating in real time. In these companies, management can see their companies running almost the way an open‐heart surgeon can see the heart beating. That is going to change the art of management in a lot of ways. One effect will be to increase the visibility of the importance of knowledge and information. The response to 9/11 has made people much more aware of the value of their knowledge and much more aware of how to manage, collect, and protect both that knowledge and the people who create and embody it. As we move forward, I think we will be seeing an explicit recognition that deploying and redeploying people and knowledge leads to the fastest growth.

With the growing importance of services in the overall economy, it is surprising that the notion of service firms investing in systematic and dedicated innovation activities has taken so long to materialize. This is now set to change as service firms undertake the kind of research, design and development disciplines which for more than a century have been mainstays of modern manufacturing.

S&L interviews the well-known former editor of Harvard Business Review Thomas A. Stewart and his co-author, former BloombergBusinessweek.com editor Patricia O’Connell, in their latest book, Woo, Wow and Win: Service Design, Strategy and the Art of Customer Delight (Harper Business, 2016). They believe we are on the cusp of a “design revolution” in services.

The central thesis of their book is that services “should be designed with as much care as products are” and they include service “delivery” in that premise.

Service design principles offer powerful new ways to address the three basic strategy questions: What do we sell? To whom? And how do we win?

Service design helps you understand how to configure a set of activities, behaviors and touchpoints–a journey–that allows you to serve that customer well.

Executive coaching has become increasingly important for enhancing organizational leaders’ professional effectiveness. The purpose of this paper is to contribute to a growing body of research literature that examines how coaching techniques help school principals improve their instructional leadership.

Using a protocol based on a theories of practice framework (Argyris and Schön, 1974) to support principals in deepening their self-reflection, this study added the element of a guided peer-coaching component in a group setting.

Results confirmed the effectiveness of the coaching protocol for assisting principals in deepening their self-awareness and critical reflection regarding their leadership, including the way principals’ core assumptions about teaching and leadership shaped the outcomes of their problem-solving strategies. Perceptions of the peer-coaching element were mixed, however. While principals reported feeling affirmed by sharing their leadership challenges with others, and indicated that the group coaching experience contributed to their sense of professional community, there were limitations to principals’ willingness to challenge one another’s core assumptions.

This study builds on literature that cites theories of practice as a mechanism for enhancing professional effectiveness and represents a further iteration of recent research studies applying the concept to the work of school principals. Findings affirm that a coaching protocol based on theories of practice is well received by principals, serves to deepen self-reflection, and can, in limited cases, contribute to sweeping changes of thinking and practice congruent with the concept of double-loop learning.

Background Whether termed intellectual capital, knowledge management, or something else, the practice of managing an institution's knowledge base has received increasing attention in recent years. After some of the highly publicized downsizings of the late eighties and early nineties, a number of organizations discovered that an enormous amount of institutional memory and unique knowledge was walking out the door with exiting employees. Further, the nineties have seen tremendous growth in firms with few assets besides what is between the ears of some of their key people. Both trends have focused managers on knowledge as an asset of the firm, to be developed and managed in the same manner as more traditional assets.

Despite the large number of academic publications in human capital, there are few instruments to measure it. The purpose of this paper is to develop a holistic scale to measure human capital, considering aspects related to competence, attitudes, skills, leadership, and organizational memory.

First, a literature review of the existing measurement models was carried out. Second, based on the results the authors developed a scale and a questionnaire that were applied in a financial institution in Santa Catarina, Brazil, supported by a factor analysis and a reliability analysis.

As a result of this study a scale consisting of 13 variables of human capital emerged that have been grouped into three factors – leadership and motivation; qualifications; and satisfaction and creativity – which can assist in the organization’s human capital measurement. From a theoretical view, a more holistic scale is provided, which helps to overcome a unilateral focus on knowledge (intangibles).

This work points out that the survey data were collected from a sample of 220 relationship managers of a specific financial institution. The results should be tested in other banks or organizations from other sectors to check their suitability and to be generalized.

From a practical point of view, it contributes a “tool” that can assist in the measurement of human capital and in the knowledge contained, dimensioning the organizational memory and human repositories.

This is the first study that provides a scale to measure organizational human capital from the Brazilian financial perspective.

Society is entering into an era where the future essentially will be determined by people’s ability to wisely use knowledge, a precious global resource that is the embodiment of human intellectual capital and technology. As people begin to expand their understanding of knowledge as an essential asset, they are realizing that in many ways the future is limited only by imagination and the ability to leverage the human mind. As knowledge increasingly becomes the key strategic resource of the future the need to develop comprehensive understanding of knowledge processes for the creation, transfer and deployment of this unique asset are becoming critical. Educational institutions and training organizations and businesses and knowledge‐based organizations in the public sector are in need of an integrative discipline for studying, researching and learning about the knowledge assets ‐ human intellectual capital and technology. An international society of knowledge professionals is proposed which can provide the necessary focus for fostering collaboration among the best minds and organizations on study, research and learning dedicated to the underlying disciplines and their integrative evolution into the emergence of Knowledge Management as a new discipline.

This paper seeks to examine the calculated intangible value (CIV) method as a measure of intellectual capital (intangibles) in enterprises. The aim is to show the benefits and disadvantages of the method and its actual relation to intellectual capital.

The authors present a conceptual, theoretical and empirical analysis of CIV to assess its validity as a measure of firm's intangibles.

The result of the analyses is that CIV is connected to all types of capital assets (physical, financial, combined physical and financial and intangible) and thus it does not unambiguously relate or measure firm's intangible value(s). CIV should be seen solely as a measure of financial efficiency derived from companies' return on assets (ROA). CIV measures an overall financial recognized comparative advantage in comparison with competitors within the same branch of industry. There is no evidence to support the simplistic assumption that a company's CIV is a measure of its intellectual capital.

CIV is used quite widely for purposes of measuring intellectual capital in companies and industries. However, its validity has never been subjected to critical examination. The results of this paper provide valuable information on the reliable measurement of intellectual capital and the further development of these measurements.

This chapter explores an aspect of voluntary childlessness that has been neglected in previous research; how voluntarily childless (i.e. childfree) women engage in partnership formation processes and how they perceive that these processes become influenced by their voluntarily childless status. Drawing on interviews with 21 voluntarily childless, heterosexual, Swedish women, this chapter highlights how their childfree decision(s) impacted their partnering behaviour, their chances to form an intimate relationship and their preferences concerning partners and partnerships. The results show some of the challenges these women faced as they engaged in partnership formation processes concerning; for example, constraints in partner availability and potentially conflicting preferences regards autonomy, reproduction and intimacy. In addition, partnership formation was complicated due to a lack of communication, misunderstandings and disbelief in their childfree choices. The analysis illustrates that it was of utmost importance to these women that their intimacy goals were respected and protected during these processes but that some of them were also willing to negotiate their partner ideal. Nevertheless, this chapter ends with a discussion of relationship dissolution due to ambivalence concerning childfree choices and intimacy goals both on behalf of the childfree woman and her partner.