Evaluation of The Relationally Based “Calm-Driven” Service Training for the Automotive Industry, Based on The New World Kirkpatrick Model

This study evaluated the effectiveness of the relationally based “Calm-Driven” Service (CDS) training program from the New World Kirkpatrick model perspective. The CDS training program is designed to help automotive professionals in sales and service to relate to their customers by (a) thinking in a different way about human relationships, and (b) realizing their own role in relationships and behavior. The CDS training program is based on the relational systems theory concepts of relational triangles, chronic anxiety, and differentiation of self from the Bowen Family Systems Theory. The results suggest that the participants had a positive reaction to the training program. Specifically they found the training favorable, relevant to their professional needs, engaging, comprehendible, and capable of creating change in educational experience through time (level 1: reaction). They gained the intended knowledge, skills, attitude, confidence, and commitment to apply newly gained knowledge on the job (level 2: learning). Participants’ behavior changed in their ability to relate to their customers by being (a) able to think in defined ways, and (b) realize their own role in relationships and behavior. Notably, newly learned behaviors were maintained two months after the training program was complete due to a successful monitoring, reinforcing, encouraging, and rewarding system (level 3: behavior). The improvement of the associates’ relational skills indicates that the training helped the organization to move on track to their overall goal, which is to help the stakeholders to become the number one volume dealer (level 4: results). Evaluation results demonstrate that relational training based on the Bowen Family Systems Theory could be successfully implemented and show positive results for the organization and their associates. Therefore, it is recommended that marriage and family therapists, as specialists in relational systems thinking, would focus future research on development, application, and evaluation of relationally based trainings

A Model: An Organization that fosters internal motivation

This thesis provides a model of an organization that can maintain a continuous level of employee internal motivation. It does this by comparing the current situation with a model of a new conceptualization. It then compares the current situation and the modeled perspective to decipher what gaps are preventing the model from being implemented. From here it defines action strategies that can be used to eliminate the gaps and make it a baseline to structure the model so that the tasks completed and the organization are able to enhance the members internal motivation. The model begins with motivated leaders and their vision of providing an environment that fosters internal motivation and will lead to quality service behavior. The vision and the culture of the organization become working elements of the organization. The organizations employees become members of the team. The team develops into a self managed team. They are empowered to make decisions and implement improvement programs. The team members are a part of a continuously learning environment. Once they have matured in the team, their empowerment helps to create an informational environment where they have the ability to find some resources on their own. The leaders provide team members with changes and the resources to implement their programs. The leaders also act as control agents and a source of feedback for the team members. When these elements are combined they provide a new conceptualization of an organization that fosters internal motivation

Predicting Volunteer Motives among University Faculty and Staff: A Functional Approach

Anchor institutions tend to be non-profit organizations that are spatially immobile and are an economic engine for their communities. Because of pressures on institutions of higher education to generate new revenue, it may be more difficult for such institutions to meet the criteria or maintain their status as an anchor institution. In this article, we argue that volunteerism may be one means to strengthen partnerships in the community thereby assisting the university or college in their attempts to meet the criteria or maintain their status as an anchor institution. Volunteerism is an other-oriented prosocial behavior in which one’s self is given freely to benefit an individual, group, or organization. Using a functional perspective, we identify the motivations for becoming involved in volunteer activities among faculty and staff. Results suggested that only values motives (i.e., altruistic and humanitarian concerns for others) predicted volunteering in the community, while both values and enhancement motives (i.e., desire to increase self-esteem) predicted service to the university, campus, and profession. Implications for encouraging volunteer activities among faculty and staff are discussed so that institutions of higher learning can meet the criteria or maintain their status as an anchor institution

Anomaly Detection in Ethernet Networks Using Self Organising Maps

The network is a highly vulnerable venture for any organization that needs to have a set of computers for their work and needs to communicate among them. Any large organization that sets up a network needs a basic Ethernet or wireless framework for transferring data. Nevertheless the security concern of the organization creeps in and the computers storing the highly sensitive data need to be safeguarded. The threat to the network comes from the internal network as well as the external network. The amount of monitoring data generated in computer networks is enormous. Tools are needed to ease the work of system operators. Anomaly detection attempts to recognize abnormal behavior to detect intrusions. We have concentrated to design a prototype UNIX Anomaly Detection System. Neural Networks are tolerant of imprecise data and uncertain information. We worked to devise a tool for detecting such intrusions into the network. The tool uses the machine learning approaches ad clustering techniques like Self Organizing Map and compares it with the k-means approach. Our system is described for applying hierarchical unsupervised neural network to intrusion detection system. The network connection is characterized by six parameters and specified as a six dimensional vectors. The self organizing map creates a two dimensional lattice of neurons for network for each network service. During real time analysis, network features are fed to the neural network approaches and a winner is selected by finding a neuron that is closest in distance to it. The network is then classified as an intrusion if the distance is more than a preset threshold. The evaluation of this approach will be based on data sets provided by the Defense Advanced Research Projects Agency (DARPA) IDS evaluation in 1999

Measuring And Changing The Values Of Accounting Students

Although prior research has consistently shown that personal values influence behavior, limited research and curricular activity have been conducted with respect to the role of personal values in accounting. This purpose of this paper is to propose a methodology that accounting programs can use to measure the personal values of students. Specifically, we examine the Muser and Orke Typology for measuring personal values. Using students from a comprehensive, private university in the Midwest, we discuss the administration of the instrument and the evaluation of the results. The paper concludes with a detailed description of how accounting programs can apply this methodology to change students’ values toward a desired goal

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

Extending Social Learning Theories to Collectivist Cultures: The Effect of Behavior Modeling Training, Service Orientation and Language Skills on Service Skills and Behaviors

Although previous research has suggested that training approaches using behavior modeling yield better results than lecture-based approaches, these assumptions have not been tested in collectivist cultures. This study examined the effects of these alternative training methods for service knowledge and service behavior with a field experiment involving 117 Russian hotel employees. Despite no previous exposure to behavior modeling and no cultural context for service, the behavioral modeling training approach relative to the lecture-based approach yielded higher levels of both service knowledge and behavior. Since the setting was an English speaking hotel, difference in language ability were also considered and behavioral modeling was found to be a more effective training approach regardless of English ability. It also appears that service orientation is positively associated with both knowledge and behavior. The results indicate behavior modeling may be most helpful to those employees least predisposed to service or with lower language abilities

Organizational Citizenship and Teacher Evaluation: Using the T-TESS to Promote OCB and Improve Student Outcomes

Within the reach of institutional climate, organizational citizenship behavior (OCB) has received much attention in the business and psychological literature as a constructive mechanism designed to enhance group efficiency (Bateman & Organ, 1983; Organ, 1988; Podsakoff, Ahearn, & McKenzie, 1997). The essential definition indicates that organizational citizenship behavior refers to going beyond the requirements of one’s job with the understanding that taking such actions benefits the greater good (i.e., the company or school), with no expectation of reward or recognition for the action(s). Subsequent studies investigated OCB and its possible application in educational environs as a tool for improving school efficiency, climate, and student outcomes. The literature revealed that in schools where collectively high levels of faculty and administrator OCB existed, there have been improvements to school climate, school effectiveness, and student outcomes. In this paper, the researchers argue that the newly implemented teacher evaluation system used in the Texas public school system, the Texas Teacher Evaluation and Support System (T-TESS), may be leveraged as an effective planning and professional development tool to strategically and positively impact levels of OCB among the faculty, and by extension, to improve pedagogical practice, school climate, and increase student achievement