How Supervisors Influence Performance: A Multilevel Study of Coaching and Group Management in Technology-Mediated Services

This multilevel study examines the role of supervisors in improving employee performance through the use of coaching and group management practices. It examines the individual and synergistic effects of these management practices. The research subjects are call center agents in highly standardized jobs, and the organizational context is one in which calls, or task assignments, are randomly distributed via automated technology, providing a quasi-experimental approach in a real-world context. Results show that the amount of coaching that an employee received each month predicted objective performance improvements over time. Moreover, workers exhibited higher performance where their supervisor emphasized group assignments and group incentives and where technology was more automated. Finally, the positive relationship between coaching and performance was stronger where supervisors made greater use of group incentives, where technology was less automated, and where technological changes were less frequent. Implications and potential limitations of the present study are discussed

Feasibility study of an Integrated Program for Aerospace vehicle Design (IPAD) Volume 7: IPAD benefits and impact

The potential benefits, impact and spinoff of IPAD technology are described. The benefits are projected from a flowtime and labor cost analysis of the design process and a study of the flowtime and labor cost savings being experienced with existing integrated systems. Benefits in terms of designer productivity, company effectiveness, and IPAD as a national resource are developed. A description is given of the potential impact of information handling as an IPAD technology, upon task and organization structure and people who use IPAD. Spinoff of IPAD technology to nonaerospace industries is discussed. The results of a personal survey made of aerospace, nonaerospace, government and university sources are given

Disability Employment Policies and Practices in U.S. Federal Government Agencies

A survey of U.S. Federal agencies was initiated by the Presidential Task Force on Employment of Adults with Disabilities, and 403 representatives of U.S. Federal agencies were surveyed to determine their response to the employment nondiscrimination, affirmative action, and accommodation requirements of the Americans with Disabilities Act of 1990 and the Rehabilitation Act of 1973, as amended

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

Multilingual Information Framework for Handling textual data in Digital Media

This document presents MLIF (Multi Lingual Information Framework), a high-level model for describing multilingual data across a wide range of possible applications in the translation/localization process within several multimedia domains (e.g. broadcasting interactive programs within a multilingual community)

Interwoven Leadership: the Missing Link in Multi-Agency Major Incident Response

This paper reports on research into the effectiveness of strategic commanders and their multi-agency teams in response to major incidents. It is argued that current models of crisis leadership fail to establish a balance between the requirement for task skills,interpersonal skills, stakeholder awareness and personal qualities of commanders and their teams. The paper sets out a theoretical model for interwoven leadership combining these features

Implementing a Business Process Management System Using ADEPT: A Real-World Case Study

This article describes how the agent-based design of ADEPT (advanced decision environment for processed tasks) and implementation philosophy was used to prototype a business process management system for a real-world application. The application illustrated is based on the British Telecom (BT) business process of providing a quote to a customer for installing a network to deliver a specified type of telecommunication service. Particular emphasis is placed upon the techniques developed for specifying services, allowing heterogeneous information models to interoperate, allowing rich and flexible interagent negotiation to occur, and on the issues related to interfacing agent-based systems and humans. This article builds upon the companion article (Applied Artificial Intelligence Vol.14, no 2, pgs. 145-189) that provides details of the rationale and design of the ADEPT technology deployed in this application

Development and application of computer software techniques to human factors task data handling problems Final report, 21 Jun. 1965 - 21 Jun. 1966

Computer software techniques applied to human factors task data handling problem

A framework for smart production-logistics systems based on CPS and industrial IoT

Industrial Internet of Things (IIoT) has received increasing attention from both academia and industry. However, several challenges including excessively long waiting time and a serious waste of energy still exist in the IIoT-based integration between production and logistics in job shops. To address these challenges, a framework depicting the mechanism and methodology of smart production-logistics systems is proposed to implement intelligent modeling of key manufacturing resources and investigate self-organizing configuration mechanisms. A data-driven model based on analytical target cascading is developed to implement the self-organizing configuration. A case study based on a Chinese engine manufacturer is presented to validate the feasibility and evaluate the performance of the proposed framework and the developed method. The results show that the manufacturing time and the energy consumption are reduced and the computing time is reasonable. This paper potentially enables manufacturers to deploy IIoT-based applications and improve the efficiency of production-logistics systems