Strategic planning: One workable approach

This article outlines one method or model that over 130 companies around the world are using successfully. Not all planning efforts are successful, and obviously there is more than one successful technique or system of corporate planning in use. It has been adopted by national and international corporations, and by at least one religious order.     

EXPLODING THE MYTH: DO ALL QUALITY MANAGEMENT PRACTICES CONTRIBUTE TO SUPERIOR QUALITY PERFORMANCE?

In his landmark article on total quality management, Powell (1995) lamented the lack of large scale studies investigating quality management practices and performance. This study begins to fill that void using a large, random sample of manufacturing sites. The results show that quality practices can be categorized into nine dimensions. However, not all of them contribute to superior quality outcomes. “Employee commitment,” “shared vision,” and “customer focus” combine to yield a positive correlation with quality outcomes. Conversely, other “hard” quality practices, such as “benchmarking,” “cellular work teams,” “advanced manufacturing technologies,” and “close supplier relations” do not contribute to superior quality outcomes.     

THE IMPACT OF HUMAN ERROR ON DELIVERING SERVICE QUALITY

This paper opens a new avenue for investigation of quality issues in services. We take the viewpoint that a substantial portion of service failures is the result of human error in the delivery process. Drawing upon the Generic Error Modeling System (gems) from the cognitive science literature, we develop a framework for understanding the role of human error in service failures. An empirical investigation assesses the applicability of this framework to services, identifies which error mechanisms are important sources of service failure, and clarifies how the different roles of customers and providers affect the errors made by each.     

MIDNIGHT BASKETBALL AND THE 1994 CRIME BILL DEBATES: The Operation of a Racial Code

This study examines the symbolic politics associated with the adoption of the omnibus $30 billion federal crime bill of 1994. Based upon critical race theory and close readings of Congressional hearings and print media coverage, we argue that race was the key to midnight basketball's prominence in the legislative debates and that its introduction ultimately reduced prevention-oriented provisions included in the final legislation. The central empirical contribution is a content analysis that specifies how racially coded references to midnight basketball exerted their impact on the political process through the discursive framing of the bill. We find that while midnight basketball directly increased attention to race in the debates, its real impact was more indirect, serving to heighten fears of crime and produce images of criminals that made prevention appear misguided. In contrast to bottom-up theoretical approaches, these discursive shifts worked at the level of elite decision makers, the legislators themselves. The article concludes by drawing out the implications of this case study for theories of how the politics of race operate in the contemporary American political arena, especially those concerning crime control.     

Navigating Americanized Identities: Bicultural Ethnicity,Race, and the Incorporation Experience

This paper reports on the complex ways in which immigrant young adults make sense of their Americanized ethnic and racial identities. The analysis draws on a large set of in-depth interviews (N?=?233) collected with immigrants between the ages of 18 and 29 across three regions in the US (California, New York, and Minnesota) in the early 2000s and is in dialogue with emerging new theories of immigrant incorporation which combine the insights of traditional assimilation and racialization frameworks. The identity narratives that emerge from these interviews demonstrate the overarching significance of racial and ethnic identification for young adults across various immigrant communities. The narratives also highlight some of the contextual factors involved in the construction of an ethnic identity in the US such as experiences with discrimination; or the presence of co-ethnic communities. The final substantive section explores how young American immigrants in the transition to adulthood attempt to cultivate hybrid, bicultural identities that balance their American-ness with the ongoing experience of living in a deeply racialized society. The paper concludes by discussing implications for the literature on identity formation and the transition to adulthood as well as on the immigrant incorporation experience.     

Segregation, the concentration of poverty, and the life chances of individuals

We outline a theoretical model that identifies residential segregation as a primary structural cause of the geographic concentration of poverty in U.S. urban areas. From this theory we specify and estimate a multilevel equation that links minority poverty and segregation within metropolitan areas to the concentration of socioeconomic deprivation within neighborhoods. We then estimate a second set of multilevel equations that connect neighborhood poverty rates to individual-level outcomes commonly associated with the underclass: male joblessness, teenage motherhood, and single parenthood. Our results link economic and social structures at the metropolitan level to individual outcomes that operate to perpetuate poverty and lead to the creation of the underclass.