Practical scheduling for call center operations

A practical spreadsheet-based scheduling method is developed to determine the optimal allocation of service agents to candidate tour types and start times in an inbound call center. A stationary Markovian queueing model with customer abandonment is employed to determine required staffing levels for a sequence of time intervals with varying call volumes, handling times, and relative agent availabilities. These staffing requirements populate a quadratic programming model for determining the distribution of agent tours that will maximize the fraction of offered calls beginning service within a target response time, subject to side constraints on tour type quantities. The optimal distribution is scaled to reflect the total number of scheduled agents, and a near-optimal integer solution is derived using rounding thresholds found by successive one-dimensional searches. This novel approach has been successfully implemented in large service centers at Qwest Communications and could easily be adapted to other operational environments.     

The regulatory breadth index: A new tool for the measurement and comparison of state-level charity regulation in the United States

The bulk of charity regulation in the United States occurs at the state level, yet state-level charity regulation remains relatively under-researched within nonprofit scholarship, particularly from a comparative perspective. The complexity and variation in statutory regulation, coupled with the large volume of legal research required to study state-level charity regulation systematically, has impeded scholarly progress toward a better understanding of the US charitable sector. We address this problem by deriving a state-level charity regulatory breadth index (RBI) that will enable nonprofit researchers to contextualize state-level charity research within a broader framework and to incorporate state-level regulation into analyses across states. Policymakers can also benefit from the ability to benchmark their regulatory regimes against their peers.     

The Relation of Gender, Personality, and Intelligence to Judges' Accuracy in Judging Strangers' Personality From Brief Video Segments

Fifty-three men and 56 women viewed brief video segments of 32 male targets and rated them on three personality traits: extraversion, neuroticism, and masculinity-femininity (M-F). Judges were assessed on general intelligence, Big Five traits, and gender-related traits. Two measures of accuracy were computed: 1) consensus accuracy, which measured the correlation between judges' ratings and corresponding ratings made by previous judges, and 2) trait accuracy, which measured the correlation between judges' ratings and targets' assessed personality. There was no gender difference in overall accuracy. However, women showed higher trait accuracy than men in judging neuroticism. Consensus accuracy exceeded trait accuracy, and extraversion and M-F were judged more accurately than neuroticism. M-F judgments showed the highest level of consensus accuracy. Judges' intelligence correlated positively with accuracy. Except for openness, personality traits were generally unrelated to accuracy.     

Incorporating Risk Assessment and Benefit-Cost Analysis in Environmental Management1

Using data from interviews with a key set of individuals at the U.S. Environmental Protection Agency, this study examines intraagency views about the incorporation of risk assessment and benefit-cost analysis in environment management.     

Personal Values, Beliefs, and Ecological Risk Perception

A mail survey on ecological risk perception was administered in the summer of 2002 to a randomized sample of the lay public and to selected risk professionals at the U.S. Environmental Protection Agency (US EPA). The ranking of 24 ecological risk items, from global climate change to commercial fishing, reveals that the lay public is more concerned about low-probability, high-consequence risks whereas the risk professionals are more concerned about risks that pose long-term, ecosystem-level impacts. To test the explanatory power of the value-belief-norm (VBN) theory for risk perception, respondents were questioned about their personal values, spiritual beliefs, and worldviews. The most consistent predictors of the risk rankings are belief in the new ecological paradigm (NEP) and Schwartz's altruism. The NEP and Schwartz's altruism explain from 19% to 46% of the variance in the risk rankings. Religious beliefs account for less than 6% of the variance and do not show a consistent pattern in predicting risk perception although religious fundamentalists are generally less concerned about the risk items. While not exerting as strong an impact, social-structural variables do have some influence on risk perception. Ethnicities show no effect on the risk scales but the more educated and financially well-off are less concerned about the risk items. Political leanings have no direct influence on risk rankings, but indirectly affect rankings through the NEP. These results reveal that the VBN theory is a plausible explanation for the differences measured in the respondents' perception of ecological risk.     

Leaders as role models: Effects of leader presenteeism on employee presenteeism and sick leave

ABSTRACT

There is a broad consensus that associations exist between leadership behaviour and employee health. However, much less is known about potential mediating processes underlying links between specific leader behaviours, for instance presenteeism (i.e. working while being ill), and indicators of employee health, such as sick leave. Integrating theories of social information processing, social learning, and the allostatic load hypothesis, we propose that employee presenteeism mediates the positive association between leader presenteeism and employee sick leave. This hypothesis was tested with a multilevel mediation model using three-wave longitudinal data from 74 leaders and their 412 team members across a time period of 22 months. As hypothesised, leader presenteeism had a positive effect on employee presenteeism which, in turn, had a positive effect on employee sick leave, controlling for baseline measures of employee presenteeism and sick leave, as well as employee general health status, shared workload and job autonomy, and demographic characteristics. Additionally, leader presenteeism had a positive indirect effect on employee sick leave through employee presenteeism. These results contribute to the occupational health psychology literature by suggesting that leader health-related behaviour can have consequences for employee health-related behaviour and employee health.     

Evolutionary theory in sociology: An examination of current thinking

After long neglect, evolutionary thinking is receiving new emphasis in the social sciences. Although evolutionary theories in biology are complex, changing, and often controversial, the basic concepts of variation, selection, and transmission potentially have powerful applications in sociology. In such uses, a crucial distinction must be made between developmental processes and evolutionary processes. Two main approaches characterize current evolutionary thinking in sociology: sociobiological explanations, and coevolutionary accounts of the interaction of genes and culture. Evolution through natural selection can occur with genes, cultural elements, and any other self-replicating codes. Although social learning is the cultural analogue of genetic transmission, cultural evolution does not necessarily maximize genetic fitness. Newly emerging sociological theories of evolution hold promise of integrating micro- and macroprocesses, providing explanations of complexity and diversity in social change, reconciling ideas of agency and structure, and linking sociology to biology without misleading reductionism.     

Gender, Values, and Environmentalism

Objective . The social psychological values altruism, self-interest, traditionalism, and openness to change are key correlates of environmental concern and proenvironmental behavior. We investigate the relationship between gender and these values to better understand gender differences in environmentalism. We consider both gender differences in value priorities (differences in mean response on value scales) and differences in the meaning of values (differences in the factor structure of values) as well. Methods . Our analysis is based on data from a random-digit dialed national telephone survey of U.S. adults conducted in 1994. We examine differences in factor structure of values for a group of 145 white men and 200 white women using confirmatory factor analysis and differences in mean value scores using multivariate analysis of variance. Results . We find no substantial differences in value factor structure, but differences in value priorities, with women ranking altruism as more important than men. Conclusions . Our analysis supports work that focuses on mean differences in environmentalism across genders without examining gender differences in factor structure, although further examination of gender differences in factor structure is warranted. Our results also highlight the importance of gender differences in altruism as a basis for gender differences in environmentalism.     

Bridging Environmental Science with Environmental Policy: Plasticity of Population, Affluence, and Technology

Objective . Sound environmental policy is fully dependent upon sound science. However, we have little scientific knowledge of the driving forces behind environmental change. We use the well-known I = PAT formulation (environmental i mpacts are the multiplicative product of p opulation, a ffluence, and t echnology) as a framework to assess the relative impacts of driving forces. Methods . We introduce the concept of plasticity —the potential for each factor to vary, particularly because of purposive human action (e.g., policy)—to fine tune our understanding of how each factor can influence different impacts. We illustrate plasticity by assessing each driving force for a variety of environmental impacts. Results . We demonstrate that population, affluence, and technology have different potentials for mitigating different types of impacts and that no one factor is of greater importance than the others. Conclusions . We conclude that plasticity measures can guide policymakers toward identifying and prioritizing those environmental problems most responsive to policy solution.