PIECING TOGETHER SERVICE QUALITY: A FRAMEWORK FOR ROBUST SERVICE*

This paper addresses the issue of service design, specifically that of designing the service encounter for improved quality. We introduce a framework based on the three T's of task, treatment, and tangibles as a means of organizing the application of the diverse and growing body of service quality literature to encounter design. The framework is consistent with how successful service managers disaggregate the design problem. More importantly, we show that mutually supportive interrelationships between the three T's produce an opportunity for designing in a robustness to service failure. The framework is supported by case based evidence.     

THE HUMAN SIDE OF MISTAKE‐PROOFING

Poka‐yoke (mistake‐proofing) is a powerful quality improvement approach, which usually employs relatively simple devices to achieve marked improvements. Inexpensive jigs, fixtures, switches, and gauges act as obvious environmental cues to signal mistake detection. Poka‐yoke has been largely ignored as an avenue for serious academic research. This paper provides scientific underpinning to the largely anecdotal mistake‐proofing literature, by drawing upon research from psychology and cognitive science concerning human error. We delineate areas where additional research would be worthwhile, and guide practitioners in understanding what they are trying to accomplish and how poka‐yoke devices attain this end.     

The Cause-Deleted Index: Estimating Cause of Death Contributions to Mortality

Causes underlying mortality disparities are often determined by causal decomposition. This method is based on the decomposition of differences in mortality or life expectancy into parameters representing the contribution of underlying causes. It quantifies disparities as differences in mortality rates and does not account for the fact that many underprivileged groups are more likely to die from nearly all causes. Results are driven by the frequency of cause of death. Alternatively, the cause deleted index quantifies the role of underlying causes in mortality disparities as the change in the relative risk of dying that is related to deleting a specific cause. The consistency between the methods in estimating cause of death contributions is analyzed using 2000 U.S. mortality data and simulated mortality profiles. The two methods often produce divergent results because causal decomposition relies on the prevalence of causes of death.     

A bereavement model for working with families of handicapped children

SUMMARY. This paper presents a model for counselling families of young handicapped children. It is argued that the process that parents go through following the birth of a handicapped child is akin to bereavement following loss. Therefore, professionals on a wide range of disciplines should be sensitive to the grief that parents are experiencing. The authors have used Le Poidevin s theory of adjustment to loss to structure their own theories and to devise a checklist to aid other professionals. Their experience indicates that the birth of the handicapped child may act as a catalyst for psychological growth in parents—mast particularly mothers.     

Gender and Promotion at Canadian Universities*

De 1984 à 1999, pour tous les professeurs à plein temps des universités canadiennes, les modèles de temps de défaillance accéléré démontrent que le temps médian de promotion de professeur adjoint à professeur agrégé est de 0,4 année plus long pour les femmes. Il n'y a pas de pic correspondant au refus de titularisation après cinq à sept ans de service, et les augmentations salariales des promotions sont stables avec le temps. Le temps médian de promotion de professeur agrégéà professeur titulaire est d'un an plus long pour les femmes que le temps médian pour les hommes, soit 8,3 années. Les différences entre les disciplines et entre les institutions n'ont qu'un petit impact sur les évaluations des différences entre les genres dans les promotions. From 1984 to 1999, for all full‐time faculty members at Canadian universities, accelerated failure time models show that the median time to promotion from assistant to associate professor is 0.4 years longer for women. There is no peak corresponding to denial of tenure after five to seven years of service and rates of promotion are stable over time. Women's median time for promotion from associate to full professor is one year longer than the median for men, 8.3 years. Variation between disciplines and between institutions has little impact on estimates of gender differences in promotion.     

Sexual Abuse as a Moral Event

Correspondence to Kate Stewart, 8 Sellbourne Villas, St Marys Road, Bradford BD9 4NN Summary This article suggests that the moral dimension of sexual abusehas remained implicit rather than explicit. As such, it hasreceived little examination and thought with the result thatthe blunt instrument of common sense morality is applied withoutanalysis. The article examines the way in which this commonsense morality is differentially applied to the event of sexualabuse and the events of the professional system's reactionsto sexual abuse. It proposes a form of moral mapping which willhelp children and professionals disentangle and analyse themoral dimensions of sexual abuse and other events in children'slives.     

Changing Social Work Roles in Family Centres: A Social Psychological Analysis

Correspondence to Dr R.J. Brown, Institute of Social and Applied Psychology, The University, Canterbury, Kent, CT2 7LZ. Summary This article reports a longitudinal study of field and residentialsocial workers' perceptions of each other in the first ten monthsafter the introduction of a new children and families policyby a large social services department. 1 A central element ofthis policy was the setting up of Family Centres designed tofacilitate closer co-operation between field and residentialstaff. Data was collected from two interviews ten months apartwith 52 field and residential social workers based in two divisionsin the county. Mutual role perceptions indicated a consensusover the traditional division of labour between field and residentialworkers with field workers being seen as having superior skillsin counselling, crisis intervention and case responsibility,whilst residential workers were regarded as better at providingbasic care for and developing close relationships with childrenin care. On only three role dimensions (engendering trust withclients, accuracy in assessments, and preparation work) wasthere any disagreement between the two groups. None of theserole perceptions changed perceptibly over the course of thestudy. However, the social workers' perceived outcomes fromtheir work (for example, pay, training opportunities, promotionprospects, etc.) changed markedly over the ten month period,and varied between the two divisions. In one division evidenceof a changed and more egalitarian relationship between the fieldand residential staff was visible; in the other, both groupsseemed to show a decline in morale and no real change in thetraditional status difference between the groups was apparent.These findings are interpreted in the light of social psychologicaltheories of intergroup relations, and some policy implicationsare discussed.     

Social Work with Homeless Families

Correspondence to John Stewart, Lecturer in Social Policy, Lancaster University, Department of Applied Social Science, Cartmel College, Lancaster LA1 4YL. Summary This article examines the inter-connections between social workand housing issues, agencies, and practice in the area of familyhomelessness. It is based on interviews with specialist practitionersat the beginning and end of the 1980s. Policy contexts are examinedto identify the expectations held of social services departmentswithin a corporate responsibility. Analysis of what social workersdo in working with homeless families highlights practical supportthrough the homelessness process and dilemmas over child protection.The guidance on the new children and community care legislationcontinues the marginalization of this specialism, which is variouslymisunderstood, misrepresented, or ignored from the housing policyand research side, whilst on the social services side, althoughformally ignored, it is in practice expected to discharge statutoryresponsibilities in an area fraught with conflicts.     

Contract or Con Trick?

Correspondence to Stewart A. Collins, Senior Lecturer in Social Work, Queen's College, 1 Park Drive, Glasgow G3 6LP. Summary This paper consists of a critical examination of the contractapproach in social work. It argues that contract work is onefacet of the consumerist movement which has become increasinglyinfluential in social work in recent years. We are in favourof of constructing more equal and more open work relationshipswith clients. But we also maintain that the claims made on behalfof the contract approach in these respects are extravagant anduntenable. We develop our case by using critical material fromthe field of social work. In the second half of our paper weargue that contract work cannot be fully understood unless itis linked to wider social and economic relations in society.We introduce a number of themes from the areas of sociologyand philosophy to substantiate this point.