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Full-Text Articles in Business
Industrial Relations Performance, Economic Performance, And Qwl Programs: An Interplant Analysis, Harry C. Katz, Thomas A. Kochan, Kenneth R. Gobeille
Industrial Relations Performance, Economic Performance, And Qwl Programs: An Interplant Analysis, Harry C. Katz, Thomas A. Kochan, Kenneth R. Gobeille
Harry C Katz
"This study analyzes the relationship among plant-level measures of industrial relations performance, economic performance, and quality-of-working-life programs. The analysis employs pooled time-series and cross-section data from 18 plants within a division of General Motors for the years 1970-79. The empirical results show strong associations between industrial relations and economic performance measures and limited support for the hypothesis that quality-of-working-life efforts improve both kinds of performance."
Building And Construction Trades Unions: Are They Built To Win?, Jeff Grabelsky
Building And Construction Trades Unions: Are They Built To Win?, Jeff Grabelsky
Jeffrey Grabelsky
[Excerpt] The evidence of labor's declining power in the economic and political arenas is increasingly clear. Despite the tenacious efforts of talented leaders over the past ten years, the labor movement has still failed to turn the proverbial cornet. Some labor leaders now believe that a dramatic change in strategic direction may be necessary to revitalize labor's fortunes. The emerging debate about labor's future touches every sector of the movement. The building and construction trades are no exception.
Telecommunications 2004: Strategy, Hr Practices & Performance - Cornell-Rutgers Telecommunications Project, Rosemary Batt, Alex Colvin, Harry Katz, Jeffrey Keefe
Telecommunications 2004: Strategy, Hr Practices & Performance - Cornell-Rutgers Telecommunications Project, Rosemary Batt, Alex Colvin, Harry Katz, Jeffrey Keefe
Rosemary Batt
This national benchmarking report of the U.S. telecommunications services industry traces the tumultuous changes in management and workforce practices and performance in the sector over the last 5 years. This is a follow-up report to our 1998 study. At that time, when the industry was booming, we conducted a national survey of establishments in the industry. In 2003, we returned to do a second national survey of the industry, this time in a sector that was recovering from one of the worst recessions in its history.
Human Resource Management, Service Quality, And Economic Performance In Call Centers, Rosemary Batt, Lisa M. Moynihan
Human Resource Management, Service Quality, And Economic Performance In Call Centers, Rosemary Batt, Lisa M. Moynihan
Rosemary Batt
This paper examines the relationship between human resource practices, operational outcomes, and economic performance in call centers. The study draws on a sample of 64 call centers serving the mass market in a large telecommunications services company. Surveys of 1,243 employees in the 64 centers were aggregated to the call center level and matched to archival data on service process quality, as measured by customer surveys; call handling time, revenues per call, and net revenues per call. Our path analysis shows that human resource practices emphasizing employee training, discretion, and rewards lead to higher service quality, higher revenues per call, …
The Economic Costs And Benefits Of Self-Managed Teams Among Skilled Technicians, Rosemary Batt
The Economic Costs And Benefits Of Self-Managed Teams Among Skilled Technicians, Rosemary Batt
Rosemary Batt
This paper estimates the economic costs and benefits of implementing teams among highly-skilled technicians in a large regional telecommunications company. It matches individual survey and objective performance data for 230 employees in matched pairs of traditionally-supervised and self-managed groups. Multivariate regressions with appropriate controls show that teams do the work of supervisors in 60-70% less time, reducing indirect labor costs by 75 percent per team. Objective measures of quality and labor productivity are unaffected. Team members receive additional overtime pay that represents a 4-5 percent annual wage premium, which may be viewed alternatively as a share in the productivity gains …