Business Activity Monitoring: Real-Time Group Goals and Feedback Using an Overhead Scoreboard in a Distribution Center

Companies operating large industrial settings often find delivering timely and accurate feedback to employees to be one of the toughest challenges they face in implementing performance management programs. In this report, an overhead scoreboard at a retailer's distribution center informed teams of order selectors as to how many tasks were completed, how many tasks were in queue, and how their team performance measured up against engineered labor standards. Results indicated that group-based immediate feedback can have a substantial impact on performance. Productivity for order selectors (n = 36) assigned to four pick zones increased by an average of 10.25% after intervention. The role of the Organizational Behavior Management experimenter and practitioner in linking business activity monitoring and engineered labor standards in order to accelerate key operational processes was examined.     

Innovation and Improvement in the Delivery of Public Services: The Use of Quality Management Within Local Government in Canada

Local government in Canada has been subject to considerable change in the 1990s. In response, a number of mechanisms have been adopted to improve performance and respond to citizen and customer demands. One particular mechanism quality management, has received considerable continuing support. This article documents the level of use of quality management within local government in Canada, discusses some of the key challenges of introducing this type of program, and, outlines some elements of success of those programs in public management.     

Safety culture: under-specified and overrated?

Is the measurement of 'safety culture' a valid management tool in the effort to reduce accident rate and improve safety performance, or is it a fuzzy academic concept, lacking empirical validation? The answer to this question seems to depend on whom one asks. The UK Health and Safety Commission has encouraged companies to improve their safety performance through the development of a 'positive safety culture'. However, academic discussions in this area suggest that the concept remains vague, lacks empirical validation and is used as an 'umbrella term' for all the social and organizational factors that affect accident rate. This paper reviews the existing literature on safety culture and provides some clarification in terms of definition, empirical evidence and theoretical development. A theoretical framework of the mechanisms by which safety culture affects safety behaviours in organizations is proposed. The implications for practical management issues are discussed and future challenges and areas for further research are identified.     

Safety culture: under-specified and overrated?

Is the measurement of ‘safety culture’ a valid management tool in the effort to reduce accident rate and improve safety performance, or is it a fuzzy academic concept, lacking empirical validation? The answer to this question seems to depend on whom one asks. The UK Health and Safety Commission has encouraged companies to improve their safety performance through the development of a ‘positive safety culture’. However, academic discussions in this area suggest that the concept remains vague, lacks empirical validation and is used as an ‘umbrella term’ for all the social and organizational factors that affect accident rate. This paper reviews the existing literature on safety culture and provides some clarification in terms of definition, empirical evidence and theoretical development. A theoretical framework of the mechanisms by which safety culture affects safety behaviours in organizations is proposed. The implications for practical management issues are discussed and future challenges and areas for further research are identified.     

End-to-end process management: implications for theory and practice

The term ‘end-to-end’ process management is now commonplace in the language and practice of operations. Managers are encouraged to migrate from functional process management to end-to-end process management to realise a range of performance improvements. However, these improvements are often elusive; the specific challenges associated with such a migration are under-researched. This paper uses a cross-sector study to identify the challenges of end-to-end process management and to generate practical managerial guidance. Three areas are identified that demand particular managerial attention: the need to move beyond process mapping, the role of IT in process management and maintaining the process infrastructure as a strategic asset. More significantly, the findings highlight the need for greater conceptual clarity regarding the end-to-end concept itself. The existing literature suggests that scope is the primary differentiator of the end-to-end process – the requirement to manage an extended boundary from customer order through to customer fulfilment. However, this research suggests that the end-to-end concept is more complex, comprising of three core constructs with seven dimensions: scope (boundary conditions, sequence/flow and controls); scale (resources and input/output transformation) and complexity (interrelationships and orientation). End-to-end process management involves much more than an extended boundary. It requires a systemic perspective and clarity regarding controls and transforming resources.     

东方管理研究:理论回顾与发展方向

在对CSSCI期刊104篇论文分析的基础上,回顾了东方管理研究自1994~2008的成果和理论发展情况,总结了东方管理在研究内容、研究方法上存在的主要问题,阐明了东方管理研究面临的挑战。东方管理的研究需要从科学性、艺术性和道德性3个层面,重点研究东方人文社会情景下的“人”和“组织”的问题,重视规范的实证和案例研究,加强国际化交流,构成东方管理对普世管理学的贡献。     

An Empirical Investigation in Sustaining High‐Quality Performance

Many organizations that were once quality leaders have had challenges sustaining high‐quality performance. Although research has examined frameworks and concepts that lead to high‐quality performance, few studies examine how to sustain high‐quality performance. Sustaining performance may require additional capabilities from what it takes to achieve it. Drawing on quality management literature, organizational resilience literature, and the theory of dynamic capabilities in the strategy literature, this study empirically investigates the effects of four capabilities that help sustain high‐quality performance. The analysis shows that capabilities in improvement, innovation, sensing weak signals, and responsiveness all help sustain high‐quality performance. This suggests that what it takes to achieve high‐quality performance is different, in part, from what it takes to sustain it. The data comes from a survey of 147 manufacturing business units. The analysis shows that the relative benefits of these capabilities may depend on the level of competitive intensity and environmental uncertainty. The findings provide empirical support for a theoretical model and practical guidance for sustaining quality performance.     

Supply chain reconfiguration opportunities arising from additive manufacturing technologies in the digital era

Abstract

The aim of this study is to explore the impact of additive manufacturing (AM) technologies on the configuration opportunities of supply chains (SCs) within the digital manufacturing era. To this effect, we first conduct a critical taxonomy of existing research efforts and then propose an integrated decision-making process for the design and management of SCs defined by digital manufacturing technologies. Following, we provide an integrated framework for future SC reconfiguration opportunities arising from the adoption of AM on a supply network setting. Our analysis demonstrates the significant ramifications of AM techniques on SC configuration and sustainability performance as opposed to conventional value networks; however, existing research is evidently limited due to scope related challenges and the inherent complexity at the manufacturing echelon of the respective supply networks.     

挑战与出路:东西方管理智慧整合的方法论探索

未来管理世界的基本特征是不确定性、模糊性、复杂性以及快变性。这一特征给组织管理带来巨大挑战:管理目标制定困难,管理机制设计不完备,管理操作过程难以设计,人的行为无法控制。东西方管理中应对上述挑战的智慧体现了不同的哲学和逻辑思路,二者之间具有互补性,如能有效整合可更好地应对挑战。基于近年来出现的二元型组织研究思路,运用和谐管理理论的基本思想,提出一套系统的方法论来整合东西方已有管理智慧和理论,为未来管理研究与实践提供了应对挑战的新思路。     

Portfolio decision-making genres: A case study

This article addresses the portfolio management practices and challenges of contemporary firms. Based on a review of the extant literature on project selection, termination and deletion decisions, we conducted an in-depth interview study with 19 key informants in 11 multinational firms. We identified three genres of portfolio management decision making: formalist-reactive, intuitive, and integrative. Each genre can be described by a unique set of portfolio management practices. For example, formalist-reactive firms rely on quantitative criteria while intuitive firms prefer qualitative criteria. In addition, each genre has to overcome a unique set of challenges. We discuss the three genres in detail and provide several implications for portfolio management decision making.     

Interdisciplinary, functional approach to quality review

Dramatic changes in the standards of the Joint Commission on Accreditation of Healthcare Organizations, as part of its "Agenda for Change," pose new challenges for health care managers. The goal of the "Agenda for Change" is to focus accreditation on the actual performance of important functions while continuously stimulating improvement in the organization's performance and outcomes of care. In 1994, seven important functions--improvement of performance, leadership, management of information, assessment of patients, education of patients and families, operative and other procedures, and treatment of patients--were identified by JCAHO. Performance, as defined by JCAHO, can be measured through observing specific dimensions, such as, availability, safety, timeliness, effectiveness, continuity, efficiency, and respect and caring. These are considered important elements in the determination of quality, value, cost, and patient outcome. In 1995, JCAHO identified 11 important functions--patient rights and organizational ethics, assessment of patients, care of patients, education, continuum of care, improving organizational performance, leadership, management of the environment of care, management of human resources, management of information, and prevention and control of infection. In addition each institution has the opportunity to decide by prioritization where it wants to devote resources. This article reports on one hospital's response to the new JCAHO initiatives.     

The knowledge management of micro-firms in the crowd: key challenges for successful operations*

Abstract

Crowdfunding platforms are increasingly being used by small and micro-firms to fund the development and initial promotion of their new products. The transition from a crowdfunding campaign to the subsequent operational phase is critical to successfully fulfil the expectations of the backers who supported the micro-firm and expect to receive the new product. This paper analyzes the main challenges that must be faced by micro-firms during this transition, adopting the perspective of knowledge management theory. Based on an exploratory case study analysis, the paper highlights the particularities of these knowledge management challenges in terms of knowledge diversity, dependence and novelty. Asymmetry, dispersion, synchronization, a lack of a common understanding and backer lock-in are the main knowledge-based challenges for the operations of micro-firms that use crowdfunding. Various theoretical and practical implications of the findings are offered.     

Environmental Performance as a Basis for Competitive Strategy: Opportunities and Threats

Increasingly, companies are considering environmental differentiation as a basis for their competitive strategy. As they formulate and implement their strategy, these companies must decide upon an appropriate device to signal a superior environmental performance to consumers and other stakeholders. This article examines three of these devices: Corporate environmental reports (CER), eco-labeling programs, and the ISO 14001 environmental management systems (EMS) standard. Specific challenges and limits associated with their use are discussed and insight into ways to overcome potential barriers are offered. One of these challenges relates to skepticisms, whereas another resides with the risk of imitation from competitors. Hence, companies must both build trusting relationships, and continuously maintain and develop resources and competencies that will enable them to sustain their competitive advantage over competitors.     

Conjoint effects of interacting strategy-making processes and lines of defense practices in strategic Risk Management: An empirical study

The ability to contain adverse effects of major risks under turbulent conditions and exploit the opportunities they present are fundamental concerns in strategic management and various institutions promote enterprise risk management (ERM) to deal with these challenges. Yet, our knowledge about how ERM affects performance and interacts with corporate strategy-making processes is limited. The ERM frameworks impose first and second lines of defense practices to integrate business operations and corporate risk oversight. Emergent strategies generate responsive initiatives and strategic planning coordinates updated actions. Hence, this study analyzes the conjoint effects of these ERM practices and strategy-making processes based on a large corporate sample and finds that ERM practices depend on strategy-making to attain effective risk outcomes. The application of ERM frameworks can, therefore, not be assessed in isolation, but must consider corporate strategy-making. This has implications for the way we conduct research on strategic risk management, how executives approach risk oversight and policy-makers impose formal risk governance requirements.     

Hitting the Target…but Missing the Point: Resolving the Paradox of Strategic Transition

Many firms are undertaking a strategic shift from cost leadership (through process management) to differentiation based on radical product innovation. Success in such transitions has been mixed, as have findings on the role of performance measurement and management in the process. This study explores the challenges of managing this transition, with specific focus on the role of performance metrics. Conventional wisdom indicates that top management can use metrics - measures, standards and rewards - to communicate new directions and priorities. Based on findings reported in this paper, this approach is found to be potentially fatally flawed when applied to a situation where both the corporate goals and the means of achieving these goals have changed. Using detailed data drawn from a multi-level analysis of a major international corporation undertaking such a strategic shift, this study explores the process by which metrics are formed and deployed, and the impact of this process on the ability of the firm to successfully achieve the change. Using measures such as the percentage of sales from new products, top management in the case study had the impression that the strategy was being successfully carried out by the various operating divisions. However, radical innovation (the desired result) had been replaced by incremental innovation. This study identifies the reasons for this situation. A major finding is that the performance measurement and management system can both allow and conceal this failure. Firms trying to significantly change their strategic directions must change their selection of performance metrics to focus less on the intended outcomes and more on the means by which these outcomes are to be achieved.     

Emotion Work and Emotion Space: Using a Spatial Perspective to Explore the Challenging of Masculine Emotion Management Practices

This paper sets out to investigate the possibility that employees may challenge management through their colonization of work space, facilitated by the transportation of ‘private’ behaviours and activities into the ‘public’ world of organization. It does this within the context of a broader project on the management of emotions within a special care baby unit characterized as a high risk, emergency working environment. Focusing on the experience of night nurses and drawing on the concept of differential space the article seeks to demonstrate how the dominant form of emotion work (characterized as masculine) on the unit may be contested. This is done through the creation of the unit at night as a space of empowerment, achieved through the visible enactment of a feminized form of emotion work. In this sense the analysis explores how the performance of feminine emotion work can be understood as acts of spatial resistance to the authority of the masculine emotion regime. In other words night nurses make the special care baby unit into a space which challenges the masculinist emotion management which dominates the unit. It will be suggested that our understanding of the performance of emotion management practices in particular and management practices in general may be limited if space is ignored.     

企业知识管理绩效的模糊评价模型与分析矩阵

在总结国内外知识管理绩效评价指标体系研究现状的基础上,提出应从过程和结果2个方面对知识管理绩效进行评价;建立了一套实用性较强的知识管理评价指标体系,并尝试用"模糊多级综合评价方法"对企业的知识管理绩效进行评价;指出了对评价得分进行分析的方法,并独创了过程-结果分析矩阵.     

面向中国管理实践的组织与人力资源管理:反思与探索——首届“中国人力资源管理论坛(2012)”观点评述

全球化和知识经济时代动荡复杂的环境,对中国企业的组织形态和人力资源管理模式形成了严峻挑战。同时,近年来主流西方管理理论在中国遭遇的"水土不服",也需要中国管理学界在深刻反思的基础上积极探索中国式管理之路。基于对组织和人力资源管理领域回应现实课题和理论创新的双重要求,2012年5月26～27日在南开大学商学院召开的首届"中国人力资源管理论坛(2012):组织创新与人力资源管理变革"学术研讨会上,与会学者就中国人力资源管理的挑战和学科建设方向、人力资源管理研究的方法论、战略人力资源管理、组织行为与领导力、组织学习与变革等专题进行了深入研讨。鉴于此,在介绍诸多学术观点的基础上,对相关问题进行简要评述。     

Foundational Issues in Risk Assessment and Risk Management

This is a perspective article on foundational issues in risk assessment and management. The aim is to discuss the needs, obstacles, and challenges for the establishment of a renewed, strong scientific foundation for risk assessment and risk management suited for the current and future technological challenges. The focus is on (i) reviewing and discussing the present situation and (ii) identifying how to best proceed in the future, to develop the risk discipline in the directions needed. The article provides some reflections on the interpretation and understanding of the concept of “foundations of risk assessment and risk management” and the challenges therein. One main recommendation is that different arenas and moments for discussion are needed to specifically address foundational issues in a way that embraces the many disciplinary communities involved (from social scientists to engineers, from behavioral scientists to statisticians, from health physicists to lawyers, etc.). One such opportunity is sought in the constitution of a novel specialty group of the Society of Risk Analysis.     

Managing Quality in a Heterogeneous Contract Manufacturing Environment

The outsourcing of production is a prominent strategy across industries. While the strategy can have many benefits, the popular press reports numerous examples of quality issues originating with contract manufacturers (CMs). Observing these quality issues, multiple scholars call for the quality management (QM) literature to be extended to explicitly address the challenges of managing quality in an inter‐organizational context. Additionally, QM researchers recognize the need to consider contextual contingencies for the effectiveness of specific QM practices. Responding to these calls, we focus on the potential contingent factor of CM heterogeneity (i.e. the degree of product and process diversity at the CM plant). We first test the direct relationship between CM manufacturing heterogeneity and CM quality conformance performance, as reported by the CM's customers, brand‐owning firms. Next, we evaluate the effectiveness of multiple practices that these brand‐owning firms can employ to mitigate the anticipated negative effect of heterogeneity on their CM's conformance quality. We utilize paired dyadic data on 106 contract manufacturing relationships in the food, drug, and medical device industries to test our hypothesized model. The results of our analysis reveal a negative association between heterogeneity at CM facilities and their conformance quality performance. Our results also identify cooperative relationships, contractual coordination provisions, and formal performance assessment programs as practices that brand‐owning firms can employ to largely eliminate the negative impact of heterogeneity on CMs’ conformance quality performance.