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The purpose of this paper is to explore two hospital departments, one of which is laterally dependent on the other to function, but which are subject to distinct vertical managerial controls. This complexity in vertical–lateral relations generates tension amongst the hospital’s senior managers and a perception of coordination difficulties. However, this paper shows how the interplay between managerial and non-managerial controls, plus important employee “work”, moderates tension and facilitates day-to-day lateral coordination at the patient-facing level.

This is a case-study, relying mostly on the findings of semi-structured interviews. Theoretically, the paper draws from previous insights on inter-organisational relations (but informing the focus on intra-organisational coordination) and an “institutional work” perspective.

Consistent with much extant literature, this paper reveals how non-managerial controls help to moderate tensions that could emerge from the coercive use of managerial controls. However, the authors also show a maintained influence and flexibility in the managerial controls at patient-facing levels, as new circumstances unfold.

The findings of this paper could generalise neither all laterally dependent spaces in hospitals nor patterns across different hospitals. The authors recommend future research into the dynamics and interaction of managerial and non-managerial controls in other complex settings, plus focus on the purposeful work of influential agents.

The paper has two primary contributions: extending our knowledge of the interplay between managerial and non-managerial controls inside complex organisations, where non-managerial controls reinforce rather than displace managerial controls, and highlighting that it is seldom just controls per se which “matter”, but also agents’ purposeful actions that facilitate coordination in complex organisations.

This paper aims to analyse how a multinational organisation uses technocratic and socio-ideological controls to manage tensions arising when integrating its international subsidiaries.

Through interviews and company documentation, the authors analyse how a global German family business firm integrates its international subsidiaries into the corporate context.

The findings suggest that technocratic and socio-ideological controls in combination help the firm manage three tensions – vertical vs lateral relations, standardisation vs differentiation of practices and centralisation vs decentralisation of decision-making – arising in the course of internationalisation. These results have important analytical implications for the understanding of how a high level of compliance to technocratic control initiatives is achieved. Prior work has, in the main, focussed on the resistance to technocratic controls without paying much attention to compliance. Specifically, the authors show how managers can use socio-ideological control to achieve a high level of compliance among employees when implementing technocratic controls.

The results suggest that managers in multinational firms need to pay careful attention to the tensions that are created when they internationalise and to apply a combination of technocratic and socio-ideological controls to manage these tensions.

There is limited knowledge of how managers use socio-ideological control to enact a particular form of experience for their employees and to create a highly valued sense of purpose. The findings suggest that these controls, in combination with technocratic ones, serve important roles when organisations expand internationally.

The purpose of this paper is to explain the link between national business system (NBS) and innovation decisions at the firm level by offering sequentially ordered sense-making mechanisms that enable the formation of firm-specific knowledge repositories and knowledge-processing capabilities.

This study engages in an extensive scale development effort to collect representative data about the NBS in the Pakistani setting, complemented by relevant validity and reliability tests. The overall theoretical model was tested on 214 firms by means of a structural equation modeling approach, using partial least-squares algorithms.

The results statistically supported the role of firm-level knowledge repositories (intellectual capital) and knowledge exploration and exploitation capabilities (absorptive capacity) as sequential mediators in the association of NBS and firm-level innovation. Besides, bridging networks of lateral ties among Pakistani businesses are found to be more effective than bonding networks of vertical ties in encouraging radical innovations.

This study significantly extends the literature about the NBS approach. It provides specific sense-making mechanisms (i.e. priming, triggering and editing) about how abstract institutional templates constituted at the business system level are translated into firm-level actionable sets by the help of intangible resource repositories and processes that guide knowledge exploration and exploitation.

Balanced leadership is attracting increasing attention from academia and practitioners. In this rapidly changing world, maintaining balance while moving ahead is becoming a challenge for organizational leaders concerned with effective leadership. The traditional concept of balancing, theoretically, has been frequently re‐visited by researchers, while new concepts of balancing are being developed by researchers and practitioners, in order to effectively guide the practice in the real institutional settings. The purpose of this paper is to examine the classic Chinese perspectives from Wu Xing, I Ching and Tao Te Ching. Some western perspectives (e.g. Waters and Leithwood) on balanced leadership are also examined, to reach a hybrid model in an effort to decipher the meanings of balancing, and to address their applicability in modern organizational lives.

This paper provides analyses of the perspectives in the Chinese classics Wu Xing, I Ching and Tao Te Ching, and presents insights on the principles for organizational leaders to apply in dealing with changes.

There is a philosophical base for balanced leadership. It is becoming imperative for leaders to practice balanced leadership in the following aspects of organizational lives: Leaders' steady dispositions; Harmonious human relations; Categorization of the magnitudes of change for improvement; and a hybrid model integrating both eastern and western concepts of balanced leadership.

This paper focuses on one domain of leadership – balancing in the interactions between the leaders and their people. It is relevant for those who have interest in, and are concerned for, the vertical, lateral relations, organizational development and improvement.

This paper reflects the researchers' deep insight into the Chinese classics, their expertise, and their empirical practices in organizational leadership. The paper will help those with similar interests in this area to better understand the implications of the Chinese perspectives.

This paper compares balanced scorecard and intellectual capital and finds important differences between their theoretical underpinnings, which suggest that the breath of indicators will work differently in organisations.

Analysing texts about balanced scorecard and intellectual capital, the paper discusses not the obvious similarities – that they are both integrated performance management systems – but four more aspects: strategy, organisation, management, and indicators. Comparing these four dimensions the paper discusses the differences arising from the very different theories of strategy that they presuppose: competitive advantage versus competency strategy.

The paper suggests that the very different notions of strategy that underpin the balanced scorecard and the intellectual capital approach make such comprehensive performance management systems behave in very different ways – the difference between a tightly coupled and a loosely coupled system accounts for this.

The main limitation is that the paper is primarily a literature study and therefore it is not certain that in practical situations companies will necessarily adopt the theoretical perspectives mobilised behind balance scorecard and intellectual capital.

The usefulness of that paper is that practitioners may understand the breath of implications of a shift in strategic focus and realise the various organisational conditions that can help mobilise the use of indicators in different ways.

The paper's analysis shows how the two models assume how indicators work in an organisational systems and concludes that the differences are significant and that therefore there are considerable differences in how a system of indicators may work in the context of balanced scorecard compared with the context of intellectual capital.

Waiting time, as an important predictor of queue abandonment and patient satisfaction, is important for resource utilization and patient experience management. Medical institutions have given top priority to reforming the appointment system for many years; however, whether the increased information transparency brought about by the appointment scheduling mechanism could improve patient waiting time is not well understood. In this study, the authors examine the effects of information transparency in reducing patient waiting time from an uncertainty perspective.

Leveraging a quasi-natural experiment in a tertiary academic hospital, the authors analyze over one million observational patient visit records and design the propensity score matching plus the difference in difference (PSM-DID) model and hierarchical linear modeling (HLM) to address this issue.

The authors confirm that, on average, improved information transparency significantly reduces the waiting time for patients by approximately 6.43 min, a 4.90% reduction. The authors identify three types of uncertainties (resource, process and outcome uncertainty) in the patient visit process that affect patients' waiting time. Moreover, information transparency moderates the relationship between three sources of uncertainties and waiting time.

The authors’ work not only provides important theoretical explanations for the patient-level factors of in-clinic waiting time and the reasons for information technology (IT)-enabled appointment scheduling by time slot (ITASS) to shorten patient waiting time and improve patient experience but also provides potential solutions for further exploration of measures to reduce patient waiting time.

This study conceptualizes the digital transformation (DT) strategy in a supply chain context, identifies its drivers from intra- and inter-organizational perspectives and examines the effect of the DT strategy on the strategic agility and financial performance of Chinese manufacturing firms.

The authors constructed a theoretical model by synthesizing the diffusion of innovation and organizational information processing theory (OIPT) and provided a set of hypotheses. The authors empirically tested the arguments using partial least squares structural equation modeling using data from a sample of 200 manufacturing firms in China.

The findings indicate that while supply chain connectivity positively affects DT adoption and DT routinization, data analytics capability and organizational learning positively influence DT adoption but not DT routinization. The mediation analysis also shows that DT strategy has significant direct effects on financial performance and a stronger indirect influence on financial performance via improved strategic agility.

This study responds to repeated calls for a new understanding of supply chain DT strategy. In addition, the study offers important contributions to the literature by identifying the potential discord between the existing DT strategy and the supply chain context and proposes a new framework that provides essential theoretical underpinnings.

This study enriches the literature by conceptualizing and validating the dimensions, driving factors and performance implications of DT strategy in strategic supply chain management.

This paper aims to demonstrate the transformative potential of school networks in divided societies, where separate schools often mirror wider ethnic divisions. It describes Shared Education in Northern Ireland, where networks are being utilised to change how Catholic and Protestant schools engage with one another. The concept of boundary crossing is used to frame how staff members build relationships and bridge distinct knowledge communities shaped by socio-cultural practices and identities.

A mixed-methods design was employed. Evidence is presented based on a social network analysis of teacher interactions within a Shared Education partnership of five primary schools in Northern Ireland.

The findings suggest that school networking can overcome systemic separation in divided societies and provide the infrastructure necessary to establish an alternative model for collegial engagement. The structural characteristics of the observed school network are discussed, including comments on its sustainability, the role of boundary-crossing relationships, the professional value for those involved and its transformative potential for society.

This paper provides a unique perspective on the application and utility of school networks for supporting the development of professional communities in challenging circumstances. It also presents valuable social network data on the structure and management of school networks.

The contributions proposed in this paper are motivated by principles of incompatibility, and non‐equilibrium states, existing between the continuous growth in the level of environmental complexity and the insufficient cognitive capacity of the organization. From such a view, the purpose of this paper is to ask: what are the core competencies of the new industrial organization in the twenty‐first century?

First, the paper examines the characteristics and limitations of past and current industrial organizations; second, it contributes by extending their frontiers and by proposing technological, managerial and organizational core competencies of the new enterprise.

From such analyses, this paper introduces the features of customer‐centric systems (CCS) which represent new industrial organizations in the pursuit of high degrees of organizational cognition, intelligence and autonomy, and consequently, high degrees of agility and flexibility, in order to manage high levels of environmental complexity and uncertainty, to operate through intensive mass customization, and to provide customers with immersiveness.

For further research, this paper suggests the investigation of practical implementation of the features of the new enterprise of CCS. In such a direction, it recommends additional reading on the concept and design of computational organizational management networks.

This paper emphasizes that CCS are firm types which strategically organize their resources and competencies around customers' values and needs, in order to involve customers into their business. By involving customers into their task environments and business, CCS‐based firms have the chance to understand their clients' real needs and to produce the appropriate goods and services.

The uniqueness of this paper lies in its attempt to master, analyze and integrate technological, managerial and organizational perspectives of past and current manufacturing organizations, which contribute to illuminate features and to identify core competencies of future industrial firms, which are in the pursuit of innovation and sustainable competitive advantage in the twenty‐first century.

The Beyond Budgeting movement has argued that traditional budgets failed to contribute to the management of tensions associated with the increasing complexity of business models. The literature has reported a range of budgeting practices developed to address these problems, which the authors refer to collectively as “non-traditional (NT) budgets.” The purpose of this paper is to consider how the design and use of a NT budgeting system facilitates the management of multiple organizational tensions.

The study reports the findings of an in-depth case study on three business units (BUs) of the French chemical giant SSB, a company that implemented a NT budget inspired by the Beyond Budgeting Round Table model.

The authors provide detailed empirical insights into the design and use of a NT budgeting system and analyze the manner in which the new system exposes organizational tensions across multiple axes.

It is a limitation of the study that only three of SSB 21 BU’s which implemented the NT budget project were examined in depth. This limitation is mitigated to some extent by the review of audit reports in respect of the implementation of the NT budget in a total of 15 BU’s.

The study contributes a means of analyzing NT budgets in terms of the different types of organizational tensions generated, which should be of use to both researchers and practitioners in researching, designing, and evaluating NT budgets.

This study provides detailed empirical insights into the design and use of a NT budgeting system and evidence of the success of this system in exposing organizational tensions across multiple axes. The study illustrates how productive tensions can be generated through the analysis of discrepancies between alternative views of organizational performance.