Prozessverbesserung mit Reifegradmodellen

Since the Software Engineering Institute has published the Capability Maturity Model in 1991, maturity models evolved into a commonly used instrument for assessing the state of a specific class of objects and for identifying improvement measures. As process improvement is a core task of business process management and takes top positions on CIO agendas, maturity models are prospering in this domain as well. However, it remains unclear which maturity levels should be aspired for distinct processes or process groups. Numerous companies strive for increasing or even maximizing maturity levels. Some maturity model specifications contain oppositional advice, but lack concrete recommendations. Even academia provides no answers. Against this background, we propose a mathematical optimization model that builds on insights from value-based management in order to analyze general economic relationships of process improvement with maturity models. The guiding effects of these relationships are illustrated using the example of ??CMMI for Services??. We conclude by discussing limitations and by pointing out theoretical as well as managerial implications.     

Entwickeln im Team – Effekte für den Einzelnen

This study tested the effects of a 2-day team building intervention on team members’ team identification, social support and collective self-efficacy. Members (n?=?32) of three teams from different sectors completed questionnaires before, directly after and six weeks after the team building intervention. Two teams served as control groups. Results showed lasting positive effects of team building on identification, support and collective self-efficacy in the training groups but no changes in the control groups.     

„First international conference on social sciences and the development of societies“ Kuwait, 10.–12. April 2001

Ohne Zusammenfassung

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„First international conference on social sciences and the development of societies“ Kuwait, 10.–12. April 2001

     

Abusive Supervision in Work Organizations – als Ursache für Workstress und Burnout

A growing literature explores abusive supervision as non-physical form of hostility by managers against there direct reports. However, researchers have used different terminology to explore phenomena that overlap with abusive supervision. The author therefore provides a review of literature how an US-american author, who researches some years ago about abusive supervision explains. The antecedents and consequences of abusive supervision and directions for future research are discussed.     

Christoph Deutschmann: Postindustrielle Industriesoziologie. Theoretische Grundlagen, Arbeitsverhältnisse und soziale Identitäten. Grundlagentexte Soziologie, herausgegeben von Klaus Hurrelmann

Ohne Zusammenfassung     

Abstimmungsprobleme in Dienstleistungsbeziehungen

In interactive service work customers necessarily take part in the service process as co-producers. Consequently, both the customers and the service workers are confronted with problems which can be conceived as social dilemmas. This article shows how these problems arise and how they can be solved. We analyze qualitative data on interactive service work using a rational action approach. The analysis shows that actors find themselves in dilemmatic situations, which would not allow them to achieve the optimal outcome of co-operation, if they would act according to the premises of the theory of rational action. On the other hand it is the interactive nature of co-production itself which not only generates social dilemmas but provides also for the means to resolve them: the mutual monitoring of the actions carried out by service worker and customer supplies them with informations about their willingness to co-operate. This may form the basis to overcome the social dilemmas inherent in service interaction.