The Viability of Alternative Call Center Production Models

[Excerpt] The central question of this paper is whether a mass customization strategy coupled with high involvement work practices is an economically viable model for service and sales call centers. If so, under what conditions and why? To answer these questions, in the next section, we describe alternative models of call center management. In section III, we present a conceptual framework for understanding the relationship between management practices, workers reactions to those practices, and performance outcomes. We then review empirical evidence on these relationships, focusing primarily on studies of call centers or related service workplaces. In section IV, we draw on evidence from two recent quantitative studies of call centers to examine the performance outcomes of high involvement practices in this context. We close with a discussion and critique of existing evidence and suggestions for future research

The social life of the novel idea: What did social psychologists ever do for us?

Purpose - The paper presents the extant literature relating to the social processes of innovation in built environment design teams. The paper connects the relevant and significant work in the field of Social Psychology and Architecture, Engineering and Construction (AEC) to derive a theoretical framework which can be used to direct further research, towards development of the behavioural facet of design management. Design/methodology/approach - First, we establish which aspects of social processes of innovation are already present within the AEC field and examine concepts/ideas in Social Psychology that are likely to be important in understanding group processes within AEC, applying three emergent themes of 1) social climate; 2) risk attitudes and 3) motivation and reward. Second, we identify which elements of Social Psychology may be used to expand, consolidate and develop our understanding and identify gaps in AEC specific knowledge. Findings - The paper suggests that whilst the AEC literature has supplanted some key elements of Social Psychology, this discipline offers a further and significant theoretical resource. However, whilst some aspects of social climate and motivation/reward are well-represented in the AEC field, these have not yet been fully explored. Furthermore, how collective attitudes to risk can influence design decision-making is identified as having a limited presence. Originality/value - This paper is the first to bring together the two disciplines of AEC and Social Psychology to examine the social aspects of innovative design performance in built environment teams. The paper fulfils an identified need to examine the social processes that influence innovative design performance in constructio

Trust in ICT-Based New Product Development - Guidelines for Virtual New Product Development Teams

The traditional process of new product development is focusing on an intra-organizational workflow, which should - in its ideal form - be done by virtual interdisciplinary teams. Team members should be from several departments like manufacturing, research & development, sales and marketing. But innovation is happening more and more in networks of companies, clusters or so called network companies. The following article delivers a framework of guidelines for virtual team management in order to improve the success of innovation strategies.e-collaboration, virtual team work, new product development, Research and Development/Tech Change/Emerging Technologies,

AN ANALYSIS OF STAKEHOLDERS COMMUNICATION IN COLLABORATIVE SOFTWARE DEVELOPMENT PROJECTS

Software development is a multidisciplinary collaboration involving many stakeholders. However, existing software development processes exhibit many issues related to that collaboration. Because prior research on stakeholder analysis and teamwork revealed the importance of communication, this study analyzed stakeholder communication with reference to team activities as a social and cognitive process. The study’s goal was to understand the collaboration process during software development and to delineate factors that influence this process. We focused on communication between the software developers and their clients during the requirements gathering phase, the team process, and the inter-team and interdisciplinary collaboration, in particular between software engineers and technical communicators. First, we conducted observations to help uncover the causes of variances in collaboration performance. Then we modified aspects of the collaboration process and compared team performance. We also performed an experimental study to further test the supporting effect of clients’ documents on requirement gathering. Finally, teams’ working structures and their impact on team performance were investigated using social network analysis. Among our findings was that clients are critical to the success of software development. Providing teams with documents that support requirement gathering facilitates team efficiency, but there is a trade-off in that team members may generate fewer creative ideas. Another finding was that software teams should ensure that members from all disciplines actively participate in projects. Finally, although teams need leadership, effective leadership is not a strong team member performing all coordination and tasks. A moderately centralized team structure is preferred