Marisa Smith

FACTORS INFLUENCING AN ORGANISATION'S ABILITY TO MANAGE INNOVATION: A STRUCTURED LITERATURE REVIEW AND CONCEPTUAL MODEL

Management literature prescribes innovation as a stimulus for sustained competitive advantage in companies; however, the nature of the development in this field has resulted in the literature being broad and fragmented. This paper focuses on the body of literature concerned with the factors which influence innovation management in organisations. The aim of this research is to present a holistic view of the factors that affect innovation management. Using a systematic literature review approach, using over 100 papers, this research identifies nine key factors that impact on an organisations ability to manage innovation. These nine factors have been identified as management style and leadership, resources, organisational structure, corporate strategy, technology, knowledge management, employees and innovation process. This paper then discusses the inductively derived model that presents the important relationships identified between the factors to present a holistic view of innovation management. From this, we open up the debate on innovation management as a systemic approach rather than being focused on the singular factors. We can therefore conclude that a number of dominant relationships exist between the factors with the innovation process being the only endogenous factor within the model.

Interplay between performance measurement and management, employee engagement and performance

The purpose of this paper is to recognise the importance of the interplay between performance measurement, performance management, employee engagement and performance. However, the nature of this phenomenon is not well understood. Analysis of the literature reveals two dimensions of organisational control, technical and social, that are used to develop a conceptual framework for studying this phenomenon.,The authors conducted explorative action research involving pilot and control groups from two departments of a UK bank.,The authors show that an intervention on the social controls has led to changes in technical controls of the performance measurement system resulting in significant improvement in employee engagement and performance.,The research was undertaken with two cases from a single organisation. Further fine-grained, longitudinal research is required to fully understand this phenomenon in a wider range of contexts.,The paper contributes to the theory on performance measures and gives guidance on how organisations might design their performance measurement systems to enhance employee engagement and performance.,The study makes three contributions. First, the authors introduce a new theoretical framework based the organisational control theory providing a basis for future research. Second, through nine propositions, the authors establish a causal relationship between performance measurement, performance management, employee engagement and performance. Third, the authors identify a gap in knowledge concerning the design of organisational controls in the context of the process that is being managed.

Using Multiple Criteria Decision Analysis to Aid the Selection of Enterprise Resource Planning Software: A Case Study

BHC Ltd is a family owned SME which specialises in steel fabrication for the construction industry. Due to rapid growth over the past decade the company’s current business software has evolved from a collection of semi-integrated individual packages and Excel spreadsheets. To help the company become more efficient during the current financial downturn and to ensure they are capable of future growth, BHC Ltd initiated a project with the University of Strathclyde to select and implement an Enterprise Resource Planning (ERP) solution.

Computing the Incomputable with Human Processing Units

Initially commercial crowdsourcing services (such as Amazon’s Mechanical Turk) were focused largely on providing micro-labor services for tasks such as image labeling and text processing. However it is becoming increasingly apparent that these services can also be regarded as providing parallel, on-demand, networks of (so-called) ‘Human Processing Units’ (HPUs). Such services are able to provide specialist computational facilities in a manner analogous to the way Graphics Processing Units (GPUs) support the specialist process of high speed rendering. This paper describes how this new technology could extend the functionality of mechanical CAD/CAM or PLM systems. Crucial to the commercial feasibility of such systems is the ability to access networks of HPUs where engineering data can be processed securely (unlike open crowdsourcing sites such as mTurk). The paper reports the initial results of work done to establish the feasibility of a proposed architecture for integrating HPUs into desktop CAD that uses established BPO centers in rural India to provide a secure source of geometric intelligence.

Transforming mass production contact centres using approaches from manufacturing

Purpose – The purpose of this paper is to identify theories from manufacturing which can be applied to alleviate current issues within contact centre organisations. As contact centres currently adopt a mass production approach to customer service, this paper aims to examine the key issues currently facing contact centres and investigate how manufacturing has overcome some of its issues with the mass production approach.Design/methodology/approach – The research employs a qualitative case study approach using a cross section of different types of contact centre to identify the current issues with contact centres. Interview and direct observation are the chosen methods for data collection and the data are analysed using a series of deductive and emergent codes.Findings – From empirically investigating the issues that contact centres are currently facing it would imply that they have the same issues as manufacturing historically faced. Therefore, it can be concluded that if manufacturing can develop from an ...

Lean implementation in a service factory: views from the front-line

Abstract The deployment of Lean methods in service work is increasingly viewed as a legitimate response more efficient front-line service delivery. However, there are mixed results with process efficiency gains frequently marginalised by losses in employee satisfaction and customer focus. It is suggested that these sub-optimal outcomes result from partial adoptions of Lean with emphasis on process efficiency neglecting employee and customer outcomes. Utilising Action Research this paper investigates a Lean implementation within a UK call centre. This research finds that Lean when implemented properly can lead to improved process efficiency, a better customer experience and increased employee satisfaction. It suggests that to achieve these optimum outcomes Lean implementations must as a priority be focused on creating customer satisfaction and be customised to fit with particular contingencies in the organisational context such as the nature of the interface between the front-line worker and the customer.

High-involvement innovation: views from frontline service workers and managers

Purpose The purpose of this paper is to examine the experience of call centre employees who have been involved in high-involvement innovation (HII) activities to understand what frontline and managerial employees think of these involvement activities. Design/methodology/approach A qualitative case study approach is utilised, drawing on evidence from seven UK call centres. Various sources of data are examined, i.e. interviews, observation, call listening and documentary. Findings From the analysis of the testimonies, it is found that job design, the mechanisms and practices as well as other people’s perceptions of involvement influence the experience of frontline and managerial employees. The findings highlight that HII has the potential to intensify jobs (both frontline and managerial employees) when the quantity of ideas submitted becomes a component of the employee performance appraisal system. Research limitations/implications This research has shown that the heightened targets used in many of the cases have reduced the ability of employees to be involved in any innovation activities. What is not clear from the findings is that if performance measures can be used in a more participative way with employees so that they can have less time pressure allowing them to become more involved in innovation activities. Thus, an interesting direction for future research would be to consider the effects of performance measurement systems in the role they play in facilitating HII activities. Practical implications The findings show that HII has the potential to enrich frontline employees’ jobs, making them feel more valued and giving them some variety and challenge in their job. Therefore, practitioners should approach employee involvement in the innovation process as something potentially fruitful and not just wasted time away from the phones. Originality/value This research is important as it explores what effects these involvement initiatives have on the employees and managers involved in them. This is valuable since there is no real consensus across human resource management, labour process and critical management fields resulting in a limited conceptualisation of the relationship between management practices, employee experiences and the outcomes. This research makes a contribution through the elaboration of current theory to understand the complexities and subtleties that exist between the high involvement management practices and the experience of workers and their managers.

Social implications of crowd sourcing in rural Scotland

Various surveys mentioned that the benefits of ubiquitous crowdsourcing are reaped by people located in metro and smaller cities. The reach of crowdsourcing to rural population is questionable. The aim of this research is to bridge widening urban and rural divide by providing knowledge-intensive crowdsourcing tasks to rural work force which could provide long term benefits to them as well as improve supporting infrastructure. This paper reports an initial study of the demographic of small samples of twenty two rural homeworkers in Scotland, their motivation to do crowdsourcing work, present main occupation, computer skills, views on rural infrastructure and finally their skills on solving three spatial visualization tests. The survey shows that flexible hours of working, extra income, and work life balance are the three important factors emphasized as motivational constructs to do crowdsourcing work. Their skills on solving a spatial visualization test is equivalent to the literature reported results, and also high correlations are identified between these tests. These results demonstrate that with minimum training the homeworkers could able to solve knowledge-intensive industrial spatial reasoning problems to increase their earning potentials.

Special issue on collaborative innovation

The aim of the special issue is to contribute to the debate on collaborative innovation. To achieve this, we have selected nine papers that look into particular issues that will enable further development of knowledge in this area. The criteria we set for this special issue was to look for papers that clearly focus on the needs of industry and provide robust theoretical foundations integrated with empirical studies. We believe that the articles included in this issue reflect this criteria well.