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

Human variability, task complexity and motivation contribution in manufacturing

This paper is a preliminary study of the human contribution to variability in manufacturing industry and how motivation and learning play a key role in this contribution. The longer term aim is to incorporate this understanding in a methodology, using principles and guidelines, that aims to help in the design of intelligent automation that reduces product variability. This paper reports on the early stages that are concerned with understanding relationships between human-induced product variability, task complexity and human characteristics and capabilities. Two areas have been selected for initial study in manufacturing industry: (a) the relationship between manual task complexity and product variability and (b) the relationship between employee motivational factors and learning behaviours. The paper discusses the progress to date in conducting initial empirical studies and surveys in industry and draws tentative conclusions of the value of this knowledge to the overall objective of intelligent automation

Public Service Delivery: Role of Information and Communication Technology in Improving Governance and Development Impact

The focus of this paper is on improving governance through the use of information and communication technology (ICT) in the delivery of services to the poor, i.e., improving efficiency, accountability, and transparency, and reducing bribery. A number of papers recognize the potential benefits but they also point out that it has not been easy to harness this potential. This paper presents an analysis of effective case studies from developing countries where the benefits have reached a large number of poor citizens. It also identifies the critical success factors for wide-scale deployment. The paper includes cases on the use of ICTs in the management of delivery of public services in health, education, and provision of subsidized food. Cases on electronic delivery of government services, such as providing certificates and licenses to rural populations, which in turn provide entitlements to the poor for subsidized food, fertilizer, and health services are also included. ICT-enabled provision of information to enhance rural income is also covered

Managing Cultural Diversity in the Multinational Corporate Workplace: Solution or Symptom?

The aim of this paper is to show the critical relevance of post-structuralist political theory to cross-cultural management studies. By emphasizing the key role that questions of identity, difference, and struggle play in the multinational corporate context, we argue for a shift in our understandings away from essentialist conceptions of culture to an explicitly critical and political understanding of the way culture and cultural difference is invoked. Of crucial importance in understanding the nature of the shift of perspective we advocate is the affirmation of a negative ontology for which the radical contingency of social relations is axiomatic

Knowledge Management As an Economic Development Strategy

The United States is shifting to an information economy. Productive capability is no longer completely dependent on capital and equipment; information and knowledge assets are increasingly important. The result is a new challenge to the practice of local economic development. In this information economy, success comes from harnessing the information and knowledge assets of a community and from helping local businesses succeed in the new environment. Knowledge Management (KM) can provide the tools to help economic development practitioners accomplish that task. KM is a set of techniques and tools to uncover and utilize information and knowledge assets -- especially tacit knowledge. Economic development organizations can use KM tools to enhance external communications of local companies including marketing and to promote internal communications within local businesses and help companies capture tacit knowledge. More importantly, they can use those tools to uncover and develop local intellectual assets, including helping develop information products, and helping identify entrepreneurial and business opportunities. KM tools are also useful in developing local economic clusters. Finally, these tools can be used to enhance external knowledge sharing among the economic development community and to capture and share tacit knowledge within an economic development organization

Team to Market (T2M): Creating High Performance Teams in the Digital Age

1. Teams are the essential means of product or service delivery and the fundamental building blocks of modern organisations. An effective team can produce results far outperforming a collection of even the most talented individuals when team members coalesce and jell into a single, well-functioning, fully-aligned organism. This report advances the notion of “Team to Market” (T2M) to help business leaders and knowledge workers understand, create and lead high performance teams in the digital age

The embeddedness of global production networks: The impact of crisis on Fiji's garment export sector

In this paper the author explores how changing geopolitical conditions reconfigure network embeddedness and theorises the conditions of network disconnection and transformation. Through a case study of the changes in interfirm relationships within the Fiji – Australia garment-production network after Fiji’s 2000 political coup d’état, the author develops a relational and dynamic view of embeddedness, highlighting its multifaceted and multiscalar character and emphasising the interrelationships between embeddedness, trust, and power

Establishment of higher education institutions and new firm entry

This is the post-print version of the final paper published in Research Policy. The published article is available from the link below. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. Copyright @ 2011 Elsevier B.V.The presence of universities has generally been associated with technological entrepreneurship. But what is the real impact of new universities on the levels of firm creation in a region? The present paper uses policy evaluation methodologies and longitudinal data on the establishment of higher education institutions in Portuguese municipalities for the period 1992–2002 to examine its effect on entry rates of new firms in different sectors. We find that the establishment of a new university has a positive and significant effect on subsequent levels of knowledge based firm entry in municipalities, and a negative effect on the levels of entry in other sectors, such as low-tech manufacturing