Business Commons^™

Human Resources As A Source Of Competitive Advantage, Lee Dyer

Lee Dyer

[Excerpt] For business it's a tough world that's getting tougher. The reasons are familiar enough: global competition, deregulation, finicky and tough customers, concerned and demanding stockholders, and a dizzying pace of constant change. Rare indeed is the company which has found a comfortable niche in this chaotic world.

Crafting A Human Resource Strategy To Foster Organizational Agility: A Case Study, Richard A. Shafer, Lee Dyer, Janine Kilty, Jeffrey Amos, G. A. (Jeff) Ericksen

Lee Dyer

A decade ago, the CEO of Albert Einstein Healthcare Network (AEHN), anticipating a tumultuous and largely unpredictable period in its industry, undertook to convert this organization from one that was basically stable and complacent to one that was agile, “nimble, and change-hardy”. This case study briefly addresses AEHN’s approaches to business strategy and organization design, but focuses primarily on the human resource strategy that emerged over time to foster the successful attainment of organizational agility. Although exploratory, the study suggests a number of lessons for those who are, or will be, studying or trying to create and sustain this promising …

Toward A Strategic Human Resource Management Model Of High Reliability Organization Performance, Jeff Ericksen, Lee Dyer

Lee Dyer

In this article, we extend strategic human resource management (SHRM) thinking to theory and research on high reliability organizations (HROs) using a behavioral approach. After considering the viability of reliability as an organizational performance indicator, we identify a set of eight reliability-oriented employee behaviors (ROEBs) likely to foster organizational reliability and suggest that they are especially valuable to reliability seeking organizations that operate under “trying conditions”. We then develop a reliability-enhancing human resource strategy (REHRS) likely to facilitate the manifestation of these ROEBs. We conclude that the behavioral approach offers SHRM scholars an opportunity to explain how people contribute to …

More Evidence On The Value Of Chinese Workers’ Psychological Capital: A Potentially Unlimited Competitive Resource?, Fred Luthans, James Avey, Rachel Clapp-Smith, Weixing Li

Department of Management: Faculty Publications

As China continues its unprecedented economic growth and emergence as a world power, new solutions must be forthcoming to meet the accompanying challenges. We propose a positive approach to Chinese HRM that recognizes, develops and manages the psychological capital (PsyCap) of workers. After providing a brief overview of hope, efficacy, optimism, resilience and overall PsyCap in today’s Chinese context, the results of a follow-up study provide further evidence that the PsyCap of Chinese workers is related to their performance. The implications that this evidencebased value of Chinese workers’ psychological capital has for China now and into the future concludes this …

A Study Of Regulatory Intervention In Labor-Management Relations: School Desegregation In Los Angeles, Dade County, And Boston, Harry C. Katz

Harry C Katz

"This article analyzes the interaction between public school desegregation and labor relations in Los Angeles, Dade County, and Boston. First enumerating the ways in which desegregation led to specific changes in either personnel policies or collective bargaining agreements in the three school systems, then providing an evaluation of the performance of the court’s regulatory intervention within labor management relations in the three school systems. After comparing regulatory performance, the factors that influence the observed variations in performance are assessed. A distinction is found between those causal factors that are ‘environmental’ and those that are under the direct control of the …

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."

An Analysis Of Competencies For Managing Science And Technology Programs, Sidney W. Goehring

Theses and Dissertations

The purpose of this research is to analyze competencies needed for successful program management of Research and Development (R&D) programs -- also known as Science and Technology (S&T) programs -- within the Department of Defense (DoD). Current competency models are in development for the DoD Acquisition, Technology, and Logistics (AT&L) functional areas. Using an interim competency model developed for the Program Manager career field comprised of 36 technical competencies and 27 professional competencies, the research compares competencies' criticality scores rated by traditional acquisition program managers (PMs) with those rated by S&T program managers. In 42 out of 63 instances (67%), …

New Venture Growing Pains: When Being Acquired Is An Appropriate Remedy, Timothy Kiessling, Justin B. Craig

Tim Kiessling

Our empirical research explores acquisitions of small entrepreneurial firms with a focus on the entrepreneurial management team (EMT) of the target firm. Utilizing the theoretical foundations of Resource Based View and Contract Theory we explore the dynamics of post acquisition performance of the target firm and the retention of the EMT. While controlling for firm size, type of purchase, ownership of target firm and industry dynamics, our results of a questionnaire survey of acquiring firms' top managers suggest that transfer or development of the implicit contract with the target firms' EMT positively affect both retention and performance.

New Venture Growing Pains: When Being Acquired Is An Appropriate Remedy, Timothy Kiessling, Justin Craig

Justin B. Craig

Our empirical research explores acquisitions of small entrepreneurial firms with a focus on the entrepreneurial management team (EMT) of the target firm. Utilizing the theoretical foundations of Resource Based View and Contract Theory we explore the dynamics of post acquisition performance of the target firm and the retention of the EMT. While controlling for firm size, type of purchase, ownership of target firm and industry dynamics, our results of a questionnaire survey of acquiring firms' top managers suggest that transfer or development of the implicit contract with the target firms' EMT positively affect both retention and performance.

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

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 Indian Call Centre Industry: National Benchmarking Report Strategy, Hr Practices, & Performance, Rosemary Batt, Virginia Doellgast, Hyunji Kwon, Mudit Nopany, Priti Nopany, Anil Da Costa

Rosemary Batt

Report of the Global Call Centre Industry Project

The dramatic growth of the call center industry is a world-wide phenomenon, fueled by advances in information technologies and the precipitous decline in the costs of voice and data transmission over the last two decades. As part of this global industry, call centres in India have experienced spectacular growth in the last five years. They generate seventy percent of the revenues of the Indian Business Process Outourcing (BPO) industry, according to estimates by Mckinsey (www.nasscom.org).

This rapid growth has also brought managerial challenges in terms of recruitment,staffing, training, and retention of workers …

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 …

How High Performance Human Resource Practices And Workforce Unionization Affect Managerial Pay, Alexander Colvin, Rosemary Batt, Harry C. Katz

Rosemary Batt

Using data from a nationally representative sample of telecommunications establishments, this study finds that HR practices and workforce unionization influence managerial pay levels and the ratio of manager-to-worker pay. High performance HR practices, including investment in the skills of the workforce, in computer-based technologies, and in performance-based worker pay practices, are all positively related to managerial pay; but the use of workforce teams, which shift some managerial responsibilities to workers, has the opposite association. High performance HR practices also are associated with lower manager to- worker pay differentials. In addition, workforce unionization is positively associated with managerial pay levels, with …

What Are The Effects Of Work Restructuring On Employee Well-Being And Firm Performance? Evidence From Telecommunications Services, Rosemary Batt

Rosemary Batt

The purpose of this study was to assess whether there are benefits to employees and firms associated with new forms of work organization and human resource and industrial relations practices. I examine a series of interrelated questions that may be summarized as follows. First, does participation in either total quality improvement teams or self-directed teams have benefits for workers, managers, and firms? If benefits exist, are they undermined by the negative effects of understaffing and job insecurity associated with downsizing? And finally, is there a coherent set of work organization, human resource, and industrial relations practices that provides mutual gains …

Wetlands Restoration Group Final Research Project, Ofelia Alvarado, John Bolthouse, Christina Rivas, Karen Seo, Mark Thompson

Program Design and Evaluation

Research project for the Wetland Restoration and Education project that was developed for the YMCA Camp Surf.

An Empirical Examination Of The Factors Affecting The Internationalization Of Professional Service Smes: The Case Of India, Lori Ann Petrill Radulovich

ETD Archive

This dissertation examines the factors contributing to the internationalization and performance of professional service small and medium-sized enterprises (SMEs) in emerging markets. Specifically, this research documents the relationships among a professional service SME's entrepreneurial orientation, human capital, the degree of internationalization, service innovation, and financial performance. Entrepreneurship literature has recently been extended to the international environment, confirming a positive influence on firm internationalization. Research which examines human capital is limited, yet has potential to contribute to service research. Separately, innovation has been examined from several research disciplines, yet has not been integrated in a model with an entrepreneurial orientation, firm …

Time Orientation, Task Characteristics, And Customer Performance, Nina Reynolds, Salvador Ruiz De Maya

Faculty of Business - Papers (Archive)

The present study illustrates that consumer time use preference moderates the effect of satisfaction with the task solution, but has no impact on level of performance. Results show that more complex tasks produce higher (lower) levels of satisfaction for polychronic (monochronic) consumers than simpler tasks. In contrast, prioritizing complex activities increases (decreases) satisfaction for monochronic (polychronic) consumers. Unlike task solution satisfaction, time orientation does not impact on task performance. These findings suggest that online retailers should emphasize site factors related to consumers' tasks that best suit the time use preference of their primary users in order to maximize customer satisfaction.

Social Capital Renewal And The Academic Performance Of International Students In Australia, Frank V. Neri, Simon Ville

Faculty of Commerce - Papers (Archive)

Many believe that social capital fosters the accumulation of human capital. Yet international university students arrive in their host country generally denuded of social capital and confronted by unfamiliar cultural and educational institutions. This study investigates how, and to what extent, international students renew their social networks, and whether such investments are positively associated with academic performance. We adopt a social capital framework and conduct a survey of international students at a typical Australian university in order to categorise and measure investments in social capital renewal, and test a multivariate model of academic performance that includes social capital variables, amongst …

A Model Of Predictors Of Managers Performance, Peter Hosie, Zeenobiyah N. Hannif

Faculty of Commerce - Papers (Archive)

The 'happy-productive worker' thesis is a commonsense theory that has recently evolved into the 'performing-managers' proposition. This paper summarises the research that was conducted to develop a Partial Model of Managers' Affective Wellbeing, Intrinsic Job Satisfaction and Performance. This lays the groundwork for developing a more comprehensive Model of Predictors of Managers' Performance. This represents a far more complete and sophisticated conceptualisation of the predictors of managers' performance than what is currently available in the literature. Job characteristics, role conflict, role overload, role ambiguity, organisational commitment and extrinsic job satisfaction are introduced as logical extensions to the Partial Model, and …

The Impact Of Uncertain Environment On Rice Supply Chain Performance In Northeast Thailand, Phatcharee T. Thongrattana, Peter W. Robertson

Sydney Business School - Papers

Rice is a key agricultural product of Thailand and plays a vital role in the Thai economy. Rice production, however, is dependent upon environmental factors. Environmental uncertainty therefore, can impact rice crop areas in term of influencing the rice yield, rice production and generating ripple effects along the overall rice supply chain. The aim of this research is to investigate the effects of uncertain rice supply caused by drought years on the rice supply chain performance in Thailand. Three stochastic simulation models in different assumptions of rough rice production situations were developed which were based on historical data of normal …

A Quantitative Model For Crm Performance Evaluations, Sanjeev K. Bordoloi, Prabhu Aggarwal, Tom Tobin

Journal of International Technology and Information Management

This paper identifies important performance measurements for the operation of CRM units in the call center industry, and then uses Data Envelopment Analysis (DEA) to compare the performances of a selected set of call centers. The results provide several managerial insights that will assist CRM managers in effective decision making, especially in the areas of increasing efficiencies and improving customer service. Overall, this paper contributes towards managing resources and processes that would aid in the acquisition and support of information technology within a firm.

Economic Globalization And Caribbean Economies: Competitive Developments, Strategic Response, And Performance, Syed H. Akhter, Paul Pounder

Marketing Faculty Research and Publications

This study examines the effects of economic globalization on competitive situations of local firms in a small economy, the strategic responses of these firms to the competitive developments, and marketing and financial performance outcomes of these strategies. Findings indicate both beneficial and deleterious effects of economic globalization on domestic competitive situations. Findings also indicate variations in strategic responses and performance outcomes of local firms. Implications are presented along with recommendations for future research.

Reducing Causal Ambiguity In Acquisition Integration: Intermediate Goals As Mediators Of Integration Decisions And Acquisition Performance, Margaret Cording, Petra Christman, David R. King

Management Faculty Research and Publications

Integration is a difficult process, but one that is vital to acquisition performance. One reason acquirers encounter difficulties is that the integration process exhibits high levels of intrafirm linkage ambiguity – a lack of clarity of the causal link between integration decisions and their performance outcomes. We introduce the construct of intermediate goals as a mechanism that reduces intrafirm linkage ambiguity. Our structural model results, based on a sample of 129 horizontal acquisitions, indicate that the achievement of two intermediate goals (internal reorganization and market expansion) fully mediates the relationships between four integration decisions and acquisition performance.