Knowledge Management Systems in Multinational Corporations: Typology and Transitional Dynamics

Knowledge Management Systems (KMSs) are becoming part of the agenda in many of today's leading firms. Through in-depth case studies of seven multinational companies (MNCs), examined over a period of four years, we identify four distinctive types of KMS - Fragmented, Content-based, Process-based and Capability-based - and their characteristics. These characteristics include both the structure, dimension and flow of the knowledge itself, and the staffing, training and reward systems in place to support the KMS. Relevant organisational factors influencing KMS design and implementation include the level of resource commitment by the headquarters, the structure of the firm, and the distribution of roles between headquarters and subsidiaries. Key external influences include the degree of environmental change and pressures to follow industry norms in technology investment. Our empirical evidence suggests that while some MNCs adopt the same type of KMS for relatively long periods of time, others transit between different KMS types. Moreover, transitions between types may follow either an increased resource commitment and augmented KMS sophistication, or a decreased resource commitment and reduced KMS complexity. Insights from the strategy-structure-process and change management literatures are utilised to examine these transitions between KMS types. Key lessons for MNC managers are provided in relation to both the initial adoption of a KMS and the handling of transitions between different systems.     

From Smoke and Mirrors to Walking the Talk: Decoupling in the Contemporary World

The pervasive spread of rationalizing trends in society, such as the growing influence of managerial sciences and increasing emphases on accountability and transparency, has created significant changes in organizations’ external environments. As a result, there is growing pressure on organizations to align their policies and practices, and to conform to pressures in an expanding array of domains, from protecting the natural world to promoting employee morale. In this context, we reconsider the concept of decoupling as it applies to organizations. Through a review and critique of existing research, we argue that the common understanding of decoupling—as a gap between policy and practice—obscures the rise of a more prevalent and consequential form of decoupling—a gap between means and ends. We describe when to expect both policy–practice and means–ends decoupling, and we indicate promising areas for research. The major consequences of this overlooked form of decoupling are that in an effort to monitor and evaluate activities where the relationship between means and ends is opaque, (a) internal organizational structures become increasingly complex, (b) organizations persist in a state of perpetual reform, and (c) resources are often diverted away from core goals.     

Work systems in heavy engineering: the role of national culture and national institutions in multinational corporations

This paper is based on an Anglo-German research project of two research groups in both countries. It is based on data collected by qualitative research in the three largest multinational corporations (MNCs) in the lift and escalator industry. The headquarters (HQs) of the three corporations are based in the United States, Finland and Germany, respectively, and all three MNCs each have subsidiaries in Germany and Britain. Our main objects of analysis were change processes in the work systems of these three MNCs.We chose the lift and escalator industry as an example because it has been characterized by strong concentration processes during the last 10 years. Most of these corporations have grown by acquisition and there are strong tendencies in the market towards standardized, globally uniform products.National cultures and institutions, first of all play a role on the HQ level. Important areas were the standardization of products and production technology, the design of management systems and location and relocation decisions for R&D and manufacturing. Second, MNCs take differences in national cultures into account and deliberately “use” them in allocating resources and investment within the multinational group. National cultures and institutions massively shape the very formulation of manufacturing strategies within the multinational groups, as well as the R&D strategies—a particular important field in an industry still relying heavily on small-batch and unit production. National cultures also play a significant role in implementing the global strategies of MNCs in different host countries. Our data reveal striking differences on this level.     

Managing “forced” technology transfer in emerging markets: The case of China

This paper explores how foreign multinational corporations (MNCs) manage risks associated with “forced” technology transfer (“FTT”) policies in emerging markets. Although MNCs are increasingly exposed to appropriability risks from these policies, how they respond is relatively understudied in international business (IB) research. We explore this topic based upon a survey and interviews with Western MNCs doing business in China, as well as a discussion about the recent US-China trade war. We find that, as traditional IB theory would predict, internally-oriented strategies (e.g., internalization, maintenance of informal intellectual property (IP), and control of technological centrality and sophistication) are often used to respond to FTT policies; however, the risks from such policies can sometimes be more efficiently managed by externally-oriented strategies (e.g., non-market activities and reliance on formal IP). We discuss how the co-evolution of MNCs' risk management strategies alongside changing value chains, IP institutions, and conditions determining the leverage of FTT policies appear to contribute to this phenomenon. We argue that IB research should more prominently recognize the role of externally-oriented strategies, not only internally-oriented ones, in managing the complex IP-related institutional challenges present in emerging markets today.     

Reexamining the Nurse Scheduling Problem: Staffing Ratios and Nursing Shortages*

Legislators at the state and national levels are addressing renewed concerns over the adequacy of hospital nurse staffing to provide quality care and ensure patient safety. At the same time, the well‐known nursing shortage remains an ongoing problem. To address these issues, we reexamine the nurse scheduling problem and consider how recent health care legislation impacts nursing workforce management decisions. Specifically, we develop a scheduling model and perform computational experiments to evaluate how mandatory nurse‐to‐patient ratios and other policies impact schedule cost and schedule desirability (from the nurses' perspective). Our primary findings include the following: (i) nurse wage costs can be highly nonlinear with respect to changes in mandatory nurse‐to‐patient ratios of the type being considered by legislators; (ii) the number of undesirable shifts can be substantially reduced without incurring additional wage cost; (iii) more desirable scheduling policies, such as assigning fewer weekends to each nurse, have only a small impact on wage cost; and (iv) complex policy statements involving both single‐period and multiperiod service levels can sometimes be relaxed while still obtaining good schedules that satisfy the nurse‐to‐patient ratio requirements. The findings in this article suggest that new directions for future nurse scheduling models, as it is likely that nurse‐to‐patient ratios and nursing shortages will remain a challenge for health care organizations for some time.     

Subnational FDI Legitimacy and Foreign Subsidiary Survival

We examine how organizational ecology and the strategic choice perspective can be combined to provide more contextualized insights into how multinational corporations (MNCs) can better counter environmental pressures with evolving subnational FDI legitimacy and improve the survival likelihood of their subsidiaries. We consider three organizational identity-based strategic choices, i.e., country-of-origin (COO) agglomeration, expatriate staffing level and subsidiary ownership level. We hypothesize a U-shaped relationship between FDI legitimacy and subsidiary mortality, and that this relationship will be moderated by the level of COO agglomeration at a subnational level. We also hypothesize that with improving FDI legitimacy, the use of higher levels of expatriates and ownership will jeopardize the survival of larger subsidiaries. A longitudinal dataset (2001–2016) for 3025 subsidiaries formed by 1147 Japanese MNCs in China was used in hypothesis testing. Results largely supported our hypotheses. We discuss how an identity-centered approach can contribute to theory and practice.     

COMPARISON OF NURSE ALLOCATION POLICIES-A MONTE CARLO MODEL*

Many hospitals have historically used a fixed staffing policy for allocating nursing personnel, in which the daily demand in each ward is met by nurses who are permanently assigned to the specific wards. In recent years, the concept of variable staffing has been proposed as a means of increasing manpower efficiency. A variable staffing policy is one which provides for staffing adjustments to meet work load through the use of a common pool of cross-trained nurses. In this paper, a model is formulated to evaluate the relative benefits of variable and fixed staffing policies. Results from a Monte Carlo evaluation of the model demonstrate how the hospital administrator can assess the sensitivity of savings to changes in policy and operating parameters. Several criteria which an administrator might adopt for equating levels of patient care under alternative staffing schemes are suggested and studied. The proposed method of analyzing benefits of alternative allocation procedures shows promise for evaluating policy choices in hospitals, as well as other service organizations with similar characteristics.     

Can Multinational Corporations Afford to Ignore the Global Common Good?1

Contemporary advances in the fields of globalization and technologies raise the question of the relationship between international business and the global common good. Half of the hundred biggest economies in the world are now corporations. Nation‐states were traditionally viewed as the guarantors of the common good; however, the current historical stage is marked by the waning of the role of government, and reveals an emerging situation characterized by a co‐responsibility of multiple agents in this respect. Three major evolutions are likely to induce multinational corporations (MNCs) to take the global common good into account: the imperative of the preservation of our biosphere, the rise of an anti‐globalization sentiment with all its potential consequences, and the necessity to design a global social contract. Besides, these three phenomena are interconnected, which adds to the pressure on MNCs to change their policies.     

Measuring the Business Impacts of Community Involvement: The Case of Employee Volunteering at UL

The study presents findings from piloting a new framework for measuring the business impacts of corporate community involvement at UL. It focuses on evaluating the human resource (HR) outcomes of employee volunteering in three signature programs. Five business impacts were measured—job satisfaction, morale, organizational pride, belief in UL mission, and engagement. Using an employee survey, the research team compared signature program volunteers with others and found a positive correlation between volunteering and impacts on morale, organizational pride, belief in UL mission, and engagement. Employee awareness (without participation) of UL signature programs was also associated with increased morale and organizational pride. While the study did not prove causation, it confirmed previous research on the link between employee volunteering and positive HR outcomes. The authors provide recommendations for further research and how companies can use the impact measurement framework to evaluate the bottom‐line benefits of their community involvement programs.     

Knowledge-based resources as determinants of MNC structure: tests of an integrative model

This paper develops and tests a theoretical model of the structural choice by multinational corporations (MNCs). The model draws on three research streams: the contingency framework, integration–responsiveness (IR) framework, and organizational economics. Insights from the three streams of work are integrated into a theory of optimal structural choice under the assumption that both the MNC and its managers make decisions on the basis of their self-interests. An important feature of the model is its exposition of knowledge-based resources as a key determinant of MNC structure. The predictions of the model are tested on a sample of 101 MNCs using a multivariate regression approach. The results confirm the role of knowledge-based resources in influencing MNC structures.     

Value-Based Routing and Preference-Based Routing in Customer Contact Centers

Telephone call centers and their generalizations—customer contact centers—usually handle several types of customer service requests (calls). Since customer service representatives (agents) have different call-handling abilities and are typically cross-trained in multiple skills, contact centers exploit skill-based routing (SBR) to assign calls to appropriate agents, aiming to respond properly as well as promptly. Established agent-staffing and SBR algorithms ensure that agents have the required call-handling skills and that call routing is performed so that constraints are met for standard congestion measures, such as the percentage of calls of each type that abandon before starting service and the percentage of answered calls of each type that are delayed more than a specified number of seconds. We propose going beyond traditional congestion measures to focus on the expected value derived from having particular agents handle various calls. Expected value might represent expected revenue or the likelihood of first-call resolution. Value might also reflect agent call-handling preferences. We show how value-based routing (VBR) and preference-based routing (PBR) can be introduced in the context of an existing SBR framework, based on static-priority routing using a highly-structured priority matrix, so that constraints are still met for standard congestion measures. Since an existing SBR framework is used to implement VBR and PBR, it is not necessary to replace the automatic call distributor (ACD). We show how mathematical programming can be used, with established staffing requirements, to find a desirable priority matrix. We select the priority matrix to use during a specified time interval (e.g., 30-minute period) by maximizing the total expected value over that time interval, subject to staffing constraints.     

Characterizing the Structure of Optimal Stopping Policies

This paper studies a stochastic model of optimal stopping processes, which arise frequently in operational problems (e.g., when a manager needs to determine an optimal epoch to stop a process). For such problems, we propose an effective method of characterizing the structure of the optimal stopping policy for the class of discrete‐time optimal stopping problems. Using this method, we also derive a set of metatheorems that can help identify when a threshold or control‐band type stopping policy is optimal. We show that our proposed method can determine the structure of the optimal policy for some stopping problems that conventional methods fail to do so. In some cases, our method also simplifies the analysis of some existing results. Moreover, the metatheorems we propose help identify sufficient conditions that yield simple optimal policies when such policies are not generally optimal. We demonstrate these benefits by applying our method to several optimal stopping problems frequently encountered in, for example, the operations, marketing, finance, and economics literatures. We note that with structural results, optimal‐stopping policies are easier to follow, describe, and compute and hence implement. They also help determine how a stopping policy should be adjusted in response to changes in the operational environment. In addition, as structural results are critical for the development of efficient algorithms to solve optimal stopping problems numerically, we hope that the method and results provided in the study will contribute to that effort.     

Indiscriminate,Irrelevant, and Sometimes Wrong: Causal Misconceptions about Climate Change

Prior research demonstrates widespread persistence of beliefs about climate change causes and risks that are arguably misconceptions. They include believing pollution causes climate change, believing ozone depletion causes climate change, the combination of these two “green beliefs,” referred to as environmental problems, and believing natural climate variation significantly contributes to current climate trends. Each of these causal beliefs has the potential to weaken or divert support away from effective climate change risk mitigation policies. To assess this potential, we explore the nature and prevalence of these beliefs in the United States with a national sample of interviews (N = 77) and two national surveys (N = 1,013, N = 1,820), and apply regression and mediation analyses to explore whether they explain any of the variation in individuals’ concern or support for policy to mitigate climate change. Adherence to these beliefs—which reflect a variety of misconceptions illustrated in the interviews—differs by political ideology but is common, with over a third of interviewees mentioning one or more. Controlling for general knowledge, political ideology, and other factors, misconceptions about environmental problems are still associated directly with support for climate change policies. On average adherence to the belief that environmental problems cause climate change is associated with a 25% higher probability of policy support. In contrast, believing natural climate variability is a major recent cause of climate change is associated with a 7% lower probability of supporting climate policy, even after controlling for political ideology and other knowledge about climate change.     

Transparency in Europe: A Quantitative Study

In recent years, European pharmaceutical regulators have increasingly committed to heightening access to raw safety‐related data as part of a wave of transparency initiatives (e.g., providing public Internet‐mediated access to clinical trials data). Yet, the regulators—who are under significant pressure—have not yet benefited from a systematic review of this new policy. In seeking to inject much needed evidence, this article explores the effects of new transparency policies designed to promote meaningful communication of risks and benefits to patients. Results of a cross‐national European survey with respondents from Great Britain, the Netherlands, Spain, France, Germany, and Sweden (N = 5,648) shed light on how patients and the public are likely to react to the regulators’ new transparency policies. The findings demonstrate clear national variations in how European citizens are likely to react and emphasize the need to develop evidence‐based, reasoned transparency policies that integrate benefit‐risk communication. The authors conclude by providing six specific recommendations, informed by the study, that seek to improve the European transparency model both within the medical field and across health, safety, and environmental policy domains.     

Stochastic Optimal Control for Staffing and Backlog Policies in a Two‐Stage Customized Service Supply Chain

Motivated by an oilfield services industry case study, we investigate the dynamic behavior of customized service supply chains by developing a two‐stage serial staffing model. Each stage holds no finished goods inventory, but rather only backlogs that can be managed by adjusting staffing levels. We develop optimal control policies to balance backlog costs against hiring and firing personnel costs'assuming shared backlog information—under both centralized and decentralized control. We examine when there is sufficient economic incentive for two completely decentralized stages to begin: (1) to share backlog information without centralizing control, or (2) to completely centralize control. These switching points are determined by the relative service and personnel costs of the two stages. From these results, we show that decentralizing control in many cases does not materially worsen performance, so long as information is shared. Moreover, in some cases, even sharing information is of only marginal benefit.     

Multinational corporations and industrial relations research: A road less travelled

While there is a large body of academic debate surrounding human resource management issues in multinational corporations (MNCs), industrial relations (IR) issues often fail to receive the same degree of attention. This paper attempts to move the debate forward by critically reviewing some of the key debates surrounding IR in an international context. First, some key themes surrounding the comparison of industrial relations across borders and IR in multinational companies are delineated and defined. Then, the reasons why an international IR (IIR) perspective has been under‐represented in the literature to date are considered. The paper then explores the contribution which an IIR perspective can bring to the study of management practices in MNCs. This is discussed in terms of IIR's potential contribution as an alternative analytical approach and also differences in its substantive coverage. The impact of IR systems on MNC location and relocation decisions, key issues for employees, trade unions and managers of MNCs, is then discussed as an example of the former. The potential for, and evidence of, international collective bargaining as a potential counter‐balance to the power the MNC in the global environment is then considered as an example of a differing area of substantive coverage of IIR. Finally, some avenues for potential study are outlined.     

Headquarters’ scanning of the foreign subsidiary environment:: An empirical study

The article reports on an empirical study of environmental scanning within multinational corporations (MNCs) at the headquarters-foreign subsidiary (HQ-FS) level. Specifically, the study examines the following questions: (1) How actively do MNC HQs scan their foreign subsidiary environments? (2) Do MNC HQs differentiate their scanning practices across segments of the foreign subsidiary environment? (3) Which MNC level and FS level characteristics affect the scanning behavior of MNCs at the HQ-FS level?     

Maintaining product quality consistency when offshoring to emerging markets: The role of subsidiary control

Offshoring can increase firms' exposure to product quality risks, such that manufacturing firms need effective tactics to maintain product quality consistency across offshoring subsidiaries. With an agency theory approach, the present study seeks novel insights into three widely used subsidiary control mechanisms for achieving product quality consistency across offshoring subsidiaries in emerging markets and developed home countries. Through surveys of 150 subsidiaries of multinational corporations in heavy industries operating in China, the paper tests a proposed model using hierarchical linear regression, accounting for endogeneity concerns using the Gaussian copula method. The analysis yielded several findings: An inverted U-shaped relationship exists between decision autonomy and product quality consistency; expatriate staffing positively predicts product quality consistency and attenuates the negative effects of excessive autonomy on product quality consistency; and compared with greenfield entry, mergers and acquisitions negatively predict product quality consistency.     

Freeing organizational behavior from inhibitory constraints

Many organizational policies and practices are based on the view that people's behavior needs to be inhibited to protect against their selfish basic nature. Indeed, a fundamental assumption of theories ranging from social exchange to economic models of organizational behavior is that individuals are primarily oriented to gain good outcomes for themselves. This chapter describes a program of research that raises serious questions about these ideas by showing that disinhibition—prompted by reminding people of times when they behaved without worrying about what others thought—can often lead to more helping behavior, decisions for the greater good in response to dilemma problems, and greater rejection of self-advantageous unfairness. These findings suggest that most people are fundamentally pro-social, interested in securing good outcomes for both themselves and others. This pro-social attitude manifests itself more readily in actual behavior and attitudes when the person in question is freed from some of his or her inhibition. These findings have implications for how one might enhance the full potential of employees in organizations, stimulate helping and creative behavior in teams, improve decision making in organizations, and how we should understand reactions to organizational change.