Labor Relations Commons^™

Communicating Across Cultures, Ken Margolies

Ken Margolies

[Excerpt] Communication is the key to so many things a steward does, and good communication skills are something experienced stewards develop. But even experienced stewards have special challenges when the communication is between people of different cultures.

Working It Out, Ken Margolies

Ken Margolies

[Excerpt] Every steward knows that it’s almost always better to work out problems with management informally, without having to resort to filing a grievance. And ever steward knows that if you do have to file a grievance, it’s better to win it at the first step than have to go through the headaches that come with moving higher up the food chain, or, even worse, risk leaving things in the hands of an arbitrator.

Time Management For Stewards, Ken Margolies

Ken Margolies

[Excerpt] Too much to do? Too little time to do it? Stewards face that problem every day – and the smart ones do something about it. It’s called time management.

Talking Vs. Communicating, Ken Margolies

Ken Margolies

[Excerpt] There is a saying, "When all is said and done, more is said than done." Stewards who attend union meetings to decide how to handle and issue or grievance sessions with management probably agree. Why is it so difficult to get past the talk and make decisions, agreements, and well, get things done?

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 …

Global Competition’S Perfect Storm: Why Business And Labor Cannot Solve Their Problems Alone, Denise M. Rousseau, Rosemary Batt

Rosemary Batt

A perfect storm is a conjoining of forces that intensifies effects. This commentary addresses the economic perfect storm that the United States and many other developed countries face as they attempt to become globally competitive. Its forces conflate strategic change with the erosion of employment and income security as firms shed labor and old institutional arrangements, in turn degrading quality of work and family life for workers as well as the futures of retirees. We evaluate the responses of our commentators—Louis Uchitelle, J.T. Battenberg III, and Thomas Kochan—who assess the current crisis and possible solutions to it. Their responses and …

An Empirical Analysis Of The Relationships Among Entrepreneurial Orientation, Organizational Culture And Firm Performance, Kenneth Herbert Chadwick

Doctoral Dissertations

The objective of this dissertation was to empirically assess the entrepreneurial orientation (EO) to firm performance relationship and the potential influence of organizational culture (OC). Specifically, OC was examined as a potential predictor of the degree of EO and as a potential moderator of the EO to performance relationship. Firm performance was assessed with the weighted average performance scale and 1997 year ending return on assets (ROA) and return on equity (ROE).

The sample frame consisted of a national sample of bank presidents. The mailing list was purchased from Thomson Financial Publishing. A self-report questionnaire was mailed to a stratified …

Organizational Culture: How Changes Impact Attitudes Toward Job Satisfaction, R. M. Browder

Electronic Theses and Dissertations

The purpose of the study was to examine how a shift in elements of organizational culture impacted attitudes toward job satisfaction in a medium-sized, consumer-owned electric utility over a period of 13 years. The unit of analysis was a municipal utility distributing electrical energy to approximately 27,000 customers. Data collection included the Science Research Associate Employee Inventory, a review of the organization's documents, and a subjective Job Satisfaction Questionnaire. A one-tailed z-test was performed to test whether or not the proportion of employees answering favorable in one survey was greater than the proportion answering favorable in the other survey. It …

An Analysis Of Reported Paid And Unpaid Time Off For Administrative Employees At Selected Public Universities In Tennessee, Ginger J. Rutherford

Electronic Theses and Dissertations

Lack of research on the use of the leave fringe benefit (paid and unpaid time off) as it related to administrators in higher education was the problem of this study. The main purpose of this study was to increase the body of knowledge by analyzing the differences among paid and unpaid time off and selected demographic data for administrators at four selected public universities in Tennessee (Austin Peay State University, East Tennessee State University, Middle Tennessee State University, and Tennessee Technological University). This descriptive study was conducted to provide a historical data base on the use of paid and unpaid …

Economic Restructuring And Emerging Patterns Of Industrial Relations, Stephen R. Sleigh Editor

Upjohn Press

This book's essays analyze innovative responses by unions, corporations and governments to job loss caused by economic restructuring, drawing on examples from Western Europe and the U.S.

The Effects Of Productivity On The American Economy, C. Lee Metzger Jr.

Business and Economics Honors Papers

This 27 page thesis examines the effect of productivity gains on the overall economy of the United States.