Developing Integrated Waste Management Systems: Information Needs and the Role of Locally Based Data

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Taylorism, targets and the pursuit of quantity and quality by call centre management

The paper locates the rise of the call centre within the context of the development of Taylorist methods and technological change in office work in general. Managerial utilisation of targets to impose and measure employees' quantitative and qualitative performance is analysed in four case-study organisations. The paper concludes that call centre work reflects a pardigmic re-configuration of customer servicing operations, and that the continuing application of Taylorist methods appears likely

Drivers for change in primary care of diabetes following a protected learning time educational event: interview study of practitioners

Background: A number of protected learning time schemes have been set up in primary care across the United Kingdom but there has been little published evidence of their impact on processes of care. We undertook a qualitative study to investigate the perceptions of practitioners involved in a specific educational intervention in diabetes as part of a protected learning time scheme for primary health care teams, relating to changing processes of diabetes care in general practice. Methods: We undertook semistructured interviews of key informants from a sample of practices stratified according to the extent they had changed behaviour in prescribing of ramipril and diabetes care more generally, following a specific educational intervention in Lincolnshire, United Kingdom. Interviews sought information on facilitators and barriers to change in organisational behaviour for the care of diabetes. Results: An interprofessional protected learning time scheme event was perceived by some but not all participants as bringing about changes in processes for diabetes care. Participants cited examples of change introduced partly as a result of the educational session. This included using ACE inhibitors as first line for patients with diabetes who developed hypertension, increased use of aspirin, switching patients to glitazones, and conversion to insulin either directly or by referral to secondary care. Other reported factors for change, unrelated to the educational intervention, included financially driven performance targets, research evidence and national guidance. Facilitators for change linked to the educational session were peer support and teamworking supported by audit and comparative feedback. Conclusion: This study has shown how a protected learning time scheme, using interprofessional learning, local opinion leaders and early implementers as change agents may have influenced changes in systems of diabetes care in selected practices but also how other confounding factors played an important part in changes that occurred in practice

Control, Process Facilitation, and Requirements Change in Offshore Requirements Analysis: The Provider Perspective

Process, technology, and project factors have been increasingly driving organizations to offshore early software development phases, such as requirements analysis. This emerging trend necessitates greater control and process facilitation between client and vendor sites. The effectiveness of control and facilitation has, however, not been examined within the context of requirements analysis and change. In this study, we examine the role of control and facilitation in managing changing requirements and on success of requirements gathering in the Indian offshore software development environment. Firms found that control by client-site coordinators had a positive impact on requirements analysis success while vender site-coordinators did not have similar influence. Process facilitation by client site-coordinators affected requirements phase success indirectly through control. The study concludes with recommendations for research and practice

Implementing centralised IT service management: drawing lessons from the public sector

[Abstract]: The IT service management model represents a paradigm shift for IT organisations as it deemphasizes the management of IT assets and focuses on the provision of quality end-to-end IT services. This paper presents part of an in-depth study that examines the experience of a government agency, Queensland Health, in the implementation of a centralised IT service management model based on the ITIL framework. The paper sheds light on the challenges and breakthroughs, distils a set of critical success factors and offers a learning opportunity for other organisations. Outsourcing some activities and tool requirements to vendors was seen as one contributor to success although ensuring effective technology transfer to in-house staff was also necessary. Another success factor was centralisation of IT services. Commitment of senior management was also crucial as was a recognition of the need for effective change management to transform the organisational culture to a service-oriented focus

Meeting the challenge of zero carbon homes : a multi-disciplinary review of the literature and assessment of key barriers and enablers

Within the built environment sector, there is an increasing pressure on professionals to consider the impact of development upon the environment. These pressures are rooted in sustainability, and particularly climate change. But what is meant by sustainability? It is a term whose meaning is often discussed, the most common definition taken from the Bruntland report as “sustainable development is development that meets the needs of the present without compromising the ability of future generations to meet their own needs” (World Commission on Environment and Development, 1987). In the built environment, the sustainability issues within the environment, social and economic spheres are often expressed through design considerations of energy, water and waste. Given the Stern Report’s economic and political case for action with respect to climate change (Stern, 2006) and the IPCC’s Fourth Assessment Report’s confirmation of the urgency of the climate change issue and it’s root causes (IPCC, 2007), the need for action to mitigate the effects of climate change is currently high on the political agenda. Excess in carbon dioxide concentrations over the natural level have been attributed to anthropogenic sources, most particularly the burning of carbon-based fossil fuels. Over 40% of Europe’s energy and 40% of Europe’s carbon dioxide emissions arise from use of energy in buildings. Energy use in buildings is primarily for space heating, water heating, lighting and appliance use. Professionals in the built environment can therefore play a significant role in meeting targets for mitigating the effects of climate change. The UK Government recently published the Code for Sustainable Homes (DCLG, 2006). Within this is the objective of development of zero carbon domestic new build dwellings by 2016. It is the domestic zero carbon homes agenda which is the focus of this report. The report is the culmination of a research project, funded by Northumbria University, and conducted from February 2008 to July 2008, involving researchers from the Sustainable Cities Research Institute (within the School of the Built Environment) and academics, also from within the School. The aim of the project was to examine, in a systematic and holistic way, the critical issues, drivers and barriers to building and adapting houses to meet zero carbon targets. The project involved a wide range of subject specialisms within the built environment and took a multi-disciplinary approach. Practitioner contribution was enabled through a workshop. The focus of this work was to review the academic literature on the built environment sector and its capabilities to meet zero carbon housing targets. It was not possible to undertake a detailed review of energy efficiency or micro-generation technologies, the focus of the research was instead in four focussed areas: policy, behaviour, supply chain and technology.What follows is the key findings of the review work undertaken. Chapter One presents the findings of the policy and regulation review. In Chapter Two the review of behavioural aspects of energy use in buildings is presented. Chapter Three presents the findings of the review of supply chain issues. Chapter Four presents the findings of the technology review, which focuses on phase change materials. A summary of the key barriers and enablers, and areas for future research work, concludes this report in Chapter Five. Research is always a work in progress, and therefore comments on this document are most welcome, as are offers of collaboration towards solutions. The School of the Built Environment at Northumbria University strives to embed its research in practical applications and solutions to the need for a low carbon economy

Meeting their potential: the role of education and technology in overcoming disadvantage and disaffection in young people

This report is a review of literature, policy and reported practice, exploring the potential of technology to mitigate disaffection and disadvantage in education and raise attainment of those young people who are under-achieving in school or other educational settings