Cherie Fretwell

Continuous Improvement through Employee Training: A Case Example from the Financial Services Industry

Illustrates the results accomplished by an ad hoc committee established at a bank to conduct training throughout the organization, with particular emphasis on providing quality customer service. The ad hoc committee proved to be more effective and efficient than the addition of a training department or the use of external trainers. The primary criteria used for selection of committee members were strong technical competences in their primary functions and good presentation skills, as well as being considered informal leaders by their peers. The ad hoc committee was initially trained via utilization of external training consultants. The training programme conducted by the committee made a major contribution to facilitating integration among the various functions and geographically dispersed units of the organization at a very small direct cost. A key component for the success of this type of training is top management support and commitment.

Influences on assertiveness: gender, national culture, and ethnicity

Purpose – The purpose of this paper is to contribute to assertiveness research and assess the differences in assertiveness as it relates to gender, national culture, and ethnicity. Design/methodology/approach – The data for the study are from 231 undergraduate students majoring in business at one of four academic institutions: three in the USA and one in the Republic of Vietnam. Students completed the 30-item Rathus Assertiveness Schedule. Findings – This research suggests that individuals who are alike in level of education and status demonstrate similar levels of assertiveness, regardless of gender, national culture, or ethnicity. However, differences were seen as the data show white American males to be the most assertive, with African American females next. White females ranked third, followed by Vietnamese females, concluding with Vietnamese males. Research limitations/implications – Although the sample size is small, the intent of this research was never to have the subjects represent the general po...

A Balanced Scorecard Approach to Perioperative Process Management: A Case Study Perspective

This study examines business process management practices of balanced scorecard and dashboard applications to monitor, measure, and improve a hospitals perioperative process at strategic, tactical, and day-to-day operations levels. This paper identifies how dynamic technological activities of analysis, evaluation, and synthesis applied to internal and external organizational data can highlight complex relationships within integrated hospital processes to target opportunities for improvement and ultimately yield improved process capabilities. The identification of existing limitations, potential capabilities, and the subsequent contextual understanding are contributing factors that yield measured improvement within a hospitals perioperative process. Based on a 90-month longitudinal study of a large 909 registered-bed teaching hospital, this case study investigates the impact of integrated information systems to identify, qualify, and quantify business analytics used to improve perioperative efficiency and effectiveness across patient quality of care, operational efficiency, and financial cost effectiveness. The theoretical and practical implications and/or limitations of this studys results are also discussed with respect to practitioners and researchers alike.

Dress and Grooming Standards: How Legal are They?

Many employers and researchers believe that even-handed dress and grooming standards are legal. However, in certain situations there can be serious legal pitfalls for those who adhere to this practice. Exceptions to dress and grooming standards may be required based on religion, freedom of expression, collective bargaining rights, and more recently, on sex. In an evolving part of the case law, dress and grooming standards based on sex-role stereotypes even-handedly applied are more often being ruled illegal by the courts. Moreover, many states protect dress as it relates to sexual preference. The relevant legal case history is reviewed and guiding principles provided. The manner in which people dress goes to the heart and soul of who and what they are in terms of personality, identity, gender, attitudes, and abilities [1]. Attire affects one’s image and how s/he is perceived by managers, other employees, and customers [1]. Mindful that a person’s appearance is a reflection of the company’s image and often has a direct impact on the firm’s bottom line, many organizations construct and implement dress and grooming standards to ensure that the organization is portrayed in a positive and professional manner. Sometimes dress