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No More “Magic Aprons”: Longitudinal Assessment And Continuous Improvement Of Customer Service At The University Of North Dakota Libraries, Karlene T. Clark, Stephanie R. Walker 2018 University of North Dakota

No More “Magic Aprons”: Longitudinal Assessment And Continuous Improvement Of Customer Service At The University Of North Dakota Libraries, Karlene T. Clark, Stephanie R. Walker

Librarian Publications

The University of North Dakota (UND) Libraries have developed a multi-award winning Customer Service Program (CSP) involving longitudinal assessment and continuous improvement. The CSP consists of iterative training modules; constant reinforcement of Customer Service Principles with multiple communication strategies and tools, and incentives that boost morale and foster not only compliance, but initiative-taking and innovation. The CSP became a widely adopted part of campus-wide assessment, beyond the libraries. Subsequent presentations at conferences led to multiple requests and implementation at other libraries.


Project Renew Worcester, Danni Yue, Amy Zhang, Jing Han, Omid Ashrafi, Yiming Xu 2018 Clark University

Project Renew Worcester, Danni Yue, Amy Zhang, Jing Han, Omid Ashrafi, Yiming Xu

School of Professional Studies

n The client for this capstone project is RENEW Worcester which is a fledgling solar power project whose main goals are to bring renewable energy in the form of solar power into local, primarily low-income communities and are committed to the mission of making the transition off of fossil fuels to clean, renewable power. Based in Worcester, Massachusetts, they are a local chapter of Co-op Power which is a consumer-owned sustainable energy cooperative (co-op) made up of numerous different local chapters all over the New England area as well as the state of New York. The problem that we will ...


New Hire Training For Development Employees, Frances Pickles 2018 University of Massachusetts Boston

New Hire Training For Development Employees, Frances Pickles

Instructional Design Capstones Collection

Children’s Cancer Charity employs development staff members in field offices across the country. These new hires require a specialized training for their role within the organization. The existing new hire training consists of a sales training and a week-long training held quarterly at the Executive Office. The current training lacks a foundational understanding of the various fundraising programs that exist at CCC and the training on the soft skills required to be successful in a development role. Two training series were designed to meet the needs of development new hires: Fundraising Program Training and Business Skills Training. The program ...


Testing The Measurement Invariance And Latent Mean Differences Of Data From The Employee Perceptions Of Supervisor/Line Manager Coaching Behavior Measure Between Virtual And Traditional Employees From Generation X And Y, Bryn Hammack-Brown 2018 University of Texas at Tyler

Testing The Measurement Invariance And Latent Mean Differences Of Data From The Employee Perceptions Of Supervisor/Line Manager Coaching Behavior Measure Between Virtual And Traditional Employees From Generation X And Y, Bryn Hammack-Brown

Human Resource Development Theses and Dissertations

Currently, the workforce is comprised of multiple generations, of which Generation X and Y are the largest, working in a variety of arrangements. These include working from home, satellite centers, on the road, collaboration offices, and brick and mortar locations. As information and communication technology advances, more opportunities for individuals to supplement or change their working environments are available. Along with these different modes of work comes occasions and challenges for managers to demonstrate coaching behaviors toward employees who work alongside them on an on-going basis, and simultaneously to those who are removed from the face-to-face interactions and instead rely ...


Examining Work-Life Balance Of Female Faculty In Chair Roles At Medical Academic Institutions: A Phenomenological Study, Stephanie N. Dunn 2018 University of Texas at Tyler

Examining Work-Life Balance Of Female Faculty In Chair Roles At Medical Academic Institutions: A Phenomenological Study, Stephanie N. Dunn

Human Resource Development Theses and Dissertations

The purpose of this research study was to explore the work-life balance of women in Chair positions within medical academic institutions and to research their ability to balance roles at work and home. The study wanted to investigate the impact of a prestigious leadership position on their lives. The study explored the reason for their success in such a male-dominated position and how they obtained such a position. The women who participated in this study gave accounts for their triumphs and disappointments during the data collection phase of the study.

This research was a phenomenological study based on three theoretical ...


Shu Launches New Masters In Industrial Organizational Psychology, 2018 Selected Works

Shu Launches New Masters In Industrial Organizational Psychology

Mary E. Ignagni

Sacred Heart University is set to launch a new master’s program in industrial-organizational (I/O) psychology next fall. Students will learn how to help workplaces across all industries increase efficiency and employee satisfaction using psychological principles. 


Testing An Adapted And Integrated Model Of Motivation To Lead And Intention To Apply, Mandolen Mull 2018 University of Texas at Tyler

Testing An Adapted And Integrated Model Of Motivation To Lead And Intention To Apply, Mandolen Mull

Human Resource Development Theses and Dissertations

Leader development is a growing field of study within the leadership and human resource development (HRD) fields. As such, various studies have evaluated the traits, skills, and situational influences that contribute to an individual’s likelihood of becoming a leader. However, often researchers fail to examine an individual’s intention to apply for a leadership position within their examination of an individual’s leadership potential. Although prior research has examined the motivation to lead (MTL), very little research has examined the relationship between an individual’s MTL and their intention to apply for a leadership position. Furthermore, no research to ...


Creating A Workplace Culture Of Civility And Respect: Preventing Unlawful Harassment And Discrimination, Rose Davenport 2018 University of New Mexico

Creating A Workplace Culture Of Civility And Respect: Preventing Unlawful Harassment And Discrimination, Rose Davenport

Shared Knowledge Conference

This research project identifies a plan to study best practices addressing unlawful workplace harassment and discrimination in New Mexico-based hospital healthcare systems. Initially, this project focusses on Presbyterian Healthcare Services and the University of New Mexico Hospital, with the possibility of including other local healthcare systems. In light of recent developments from “#MeToo” and “Time’s Up” movements, the issues of unlawful sexual harassment and discrimination are hot topics in today’s society and need to be more openly addressed by all levels of an organization, in order to identify these issues head-on and hopefully prevent them from continuing to ...


The Making Of Successful Teams: A Study On Psychological Safety And Great Workplaces In Asia Pacific: 2018 Asia Insights, Richard Raymond SMITH, Valerie TAN 2018 Singapore Management University

The Making Of Successful Teams: A Study On Psychological Safety And Great Workplaces In Asia Pacific: 2018 Asia Insights, Richard Raymond Smith, Valerie Tan

Research Collection Lee Kong Chian School Of Business

Drawing on existing literature as well as our own research, we set out to answer this question: what is the best approach to foster quality teamwork that transforms companies into great workplaces that are future-ready? We considered this research question specifically in the context of Asia Pacific – a region where Gartner predicts that 80 percent of traditional companies may lose 10 percent of their market share by 2021 if disruptions are not well considered and addressed. For this purpose, we examined the Great Place to Work data gathered from over 800 organisations with more than 400,000 survey respondents across ...


Training Employees To Stay: T&D In Retaining Talent, Megan M. Waite, Troi N. Robinson-Moss, Sydney M. Kopelic, Shawn Bergman 2018 Appalachian State University

Training Employees To Stay: T&D In Retaining Talent, Megan M. Waite, Troi N. Robinson-Moss, Sydney M. Kopelic, Shawn Bergman

River Cities Industrial and Organizational Psychology Conference

The employee-driven market and “war for talent” demand organizations be increasingly competitive in maintaining the best workforce possible. Furthermore, factors such as millennial “job hopping,” employees leaving because of fears of layoffs and downsizing, and exiting the company without documenting valuable knowledge are all reasons to seek methods to decrease turnover. Organizations can use strategic and evidence-based training and development (T&D) practices to retain talent and prevent the loss of institutional knowledge. This session will discuss how T&D can be used to reduce involuntary turnover in organizations and cover how self-paced training, error management training (EMT), and the ...


Organizational Alignment Through Leadership Proficiency And Human System Interventions, Kristin Weger, Raeshaun Jones, Lisa Matsuyama, Michael Buford, Jarielle Prince, Sarah Rose Stough 2018 The University of Alabama in Huntsville

Organizational Alignment Through Leadership Proficiency And Human System Interventions, Kristin Weger, Raeshaun Jones, Lisa Matsuyama, Michael Buford, Jarielle Prince, Sarah Rose Stough

River Cities Industrial and Organizational Psychology Conference

Across many organizations, agencies and programs have been tasked with building, training, and retaining the workforce needed. Yet, only few organizations have succeeded in their efforts by creating a culture in which workforce preferences align and overarching leadership support is provided. Such a cultural transformation requires not only a behavioral shift from employees, but especially from those in leadership positions, in order to break from the typical way that organizations have long encouraged them to behave. Although the importance of leadership has been emphasized in previous literature, no consistent description of leadership attributes or promising application of human system interventions ...


Employee Wellness Innovations In Hospitality Workplaces: Learning From High-Tech Corporations, Tingting Zhang 2018 University of Central Florida

Employee Wellness Innovations In Hospitality Workplaces: Learning From High-Tech Corporations, Tingting Zhang

Journal of Global Business Insights

Employee wellness programs are known to bring many benefits to companies. However, due to the unique hospitality job conditions and requirements, employee wellness programs usually suffer from low participation and engagement. This paper reviews various innovations of employee wellness programs in high-tech corporations as well as some hospitality enterprises that are well known for great places to work for. Based on the review findings, the paper suggests effective and plausible solutions to generate high participation and engagement with employee wellness programs in the hospitality workplaces. Limitations and future research directions are discussed in the end of the paper.

论酒店企业员工健康计划的创新:以高科技公司为鉴 ...


Introducing Competencies In Organizations, Henk Plessius, Anand Sheombar, Pascal Ravesteyn 2018 HU University of Applied Science

Introducing Competencies In Organizations, Henk Plessius, Anand Sheombar, Pascal Ravesteyn

Communications of the IIMA

In the fast-changing world of IT, relevant competencies are getting more important as these determine how successful you can function in practice. As a consequence, organizations are introducing competency frameworks like the European e-Competence Framework (e-CF, 2014) in their IT departments. However, for many organizations it is unclear what good practices and pitfalls are when introducing such a framework. In this paper this topic is studied by analysing 13 interviews with IT- and HR-managers who are (or recently have been) involved in a transition towards the use of competencies with their IT-staff.


Nurturing The Talent Pipeline For An Emerging Global Workforce, Robert Hernandez, Richard D. Busby 2018 Illinois Mathematics and Science Academy

Nurturing The Talent Pipeline For An Emerging Global Workforce, Robert Hernandez, Richard D. Busby

Publications & Research

Passion. IMSA’s ability to produce thinkers and problem solvers doesn’t just breed pragmatists who know what it takes to be successful – it also gives students the chance to discover their passion. The more they try and the more they experience, the more they discover what they love. The chance to pursue passion means graduates have a greater sense of vision – and a greater chance of realizing their true potential.

IMSA teaches students to be global citizens in a diverse world. IMSA embraces diverse perspectives enriching understanding and the knowledge, attitudes, and skills required to function as multicultural citizens ...


Do Start-Ups Pay Less?, M. Diane Burton, Michael S. Dahl, Olav Sorenson 2018 Cornell University ILR School

Do Start-Ups Pay Less?, M. Diane Burton, Michael S. Dahl, Olav Sorenson

Articles and Chapters

The authors analyze Danish registry data from 1991 to 2006 to determine how firm age and firm size influence wages. Unadjusted statistics suggest that smaller firms paid less than larger firms paid, and that firm age had little or no bearing on wages. After adjusting for differences in the characteristics of employees hired by these firms, however, they observe both firm age and firm size effects. Larger firms paid more than did smaller firms for observationally equivalent individuals but, contrary to conventional wisdom, younger firms paid more than older firms. The size effect, however, dominates the age effect. Thus, although ...


Strategies To Improve Timeliness For Cleaning Inpatient Rooms Following Patient Discharge, Lora Dixon, Environmental Services, Mark Parker, Ruth Hanselman, Suneela Nayak, Amy Sparks 2018 Maine Medical Center

Strategies To Improve Timeliness For Cleaning Inpatient Rooms Following Patient Discharge, Lora Dixon, Environmental Services, Mark Parker, Ruth Hanselman, Suneela Nayak, Amy Sparks

Operational Excellence

STRATEGIES TO IMPROVE THE TIME FRAME FOR CLEANING INPATIENT ROOMS BY ENVIRONMENTAL SERVICES

In an inpatient rehab hospital, it was noted that Environmental Services (EVS) was delayed in cleaning rooms between patient discharges and admissions. This resulted in the frequent use of a “stat clean” order that allows only 50% of the normal cleaning time , forcing patients to wait and impacting patient flow.

A root cause analysis demonstrated lack of communication between the rehab hospital and the contracted cleaning services. A number of counter measures were initiated with the goal that cleaning would be started within 20 minutes of all ...


Sustaining Daily Management With Gemba Walks: A Scheduling Model, Mark Parker, Omar Hasan, Suneela Nayak, Ruth Hanselman, Stephen Tyzik, Amy Sparks 2018 Maine Medical Center

Sustaining Daily Management With Gemba Walks: A Scheduling Model, Mark Parker, Omar Hasan, Suneela Nayak, Ruth Hanselman, Stephen Tyzik, Amy Sparks

Operational Excellence

SUSTAINING DAILY MANAGEMENT WITH GEMBA WALKS: A SCHEDULING MODEL

At an academic tertiary care medical center, there are 110 Operational Excellence teams across 4 campuses. Every weekday, 10 GEMBA walks occur with the 11th on Wednesdays. The expanding program has made daily leadership visits to all KPIs challenging. As a result, consideration of reduced gemba walks to departments who have met specific maturity/performance criteria.

The scope of the eight-week pilot consisted of 13 pre-identified teams that have weekly workflows. The teams must have met a baseline level of performance. Performance was scored for 9 variables measuring engagement, PDSA ...


The Profile Of The ‘Good Judge’ In Hrm: A Systematic Review And Agenda For Future Research, François Servaas DE KOCK, Filip LIEVENS, Marise Ph. BORN 2018 Singapore Management University

The Profile Of The ‘Good Judge’ In Hrm: A Systematic Review And Agenda For Future Research, François Servaas De Kock, Filip Lievens, Marise Ph. Born

Research Collection Lee Kong Chian School Of Business

In light of the pivotal importance of judgments and ratings in human resource management (HRM) settings, a better understanding of the individual differences associated with being a good judge is sorely needed. This review provides an overview of individual difference characteristics that have been associated with the accurate judges in HRM. We review empirical findings over >80 years to identify what we know and do not know about the individual difference correlates of being an accurate judge. Overall, findings suggest that judges' cognitive factors show stronger and more consistent relationships with rating accuracy than personality-related factors. Specific intelligences in the ...


Be More: Buffering Against Gender Stereotypes By Building Self-Efficacy Beliefs, Erica Mohr 2018 University of Pennsylvania

Be More: Buffering Against Gender Stereotypes By Building Self-Efficacy Beliefs, Erica Mohr

Master of Applied Positive Psychology (MAPP) Capstone Projects

Research shows that organizations perform better when women are represented on senior leadership teams. Yet women are not rising to the highest ranks of leadership at equivalent rates as men. Gender stereotypes negatively influence women’s self-efficacy, the internal beliefs of what they are capable of. Women hold themselves back when they respond to these low self-efficacy beliefs, by not aspiring, not applying, not asking, and not acting. This paper explores current leadership gap data and the consequences of the disparity between men and women in leadership roles. Next, the paper describes how stereotypes can create the underlying problem: limiting ...


Employee Perceptions Of Well-Being Programs, Alice V. Edwards, Susan Marcus 2018 Walden University

Employee Perceptions Of Well-Being Programs, Alice V. Edwards, Susan Marcus

Journal of Social, Behavioral, and Health Sciences

Measuring the effectiveness of well-being programs in the workplace is important for optimizing the return on investment and selection of programs that meet organizational objectives. A pilot study was performed to assess employee well-being using the Happiness Mini-Survey and a one-sample pre–post study design intended to quickly allow employees to subjectively rate their well-being before and after participating in various classes as part of a well-being program. The findings demonstrated statistical significance in employee subjective ratings; they reported feeling better emotionally, physically, and mentally after participating in the classes. The employees’ self-rating for stress level also had statistically significant ...


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