Business Commons^™

Chief Nurse Executive Work Engagement: System Leadership Through A Natural Disaster, Strike, And Pandemic, Ryan Fuller

Doctor of Nursing Practice (DNP) Projects

Problem. In a 21-hospital region of a 39-hospital integrated health system, CNE turnover peaked at 63% (12 CNEs) in 2015. Interviews were conducted in 2019 with 12 CNEs across the region to understand potential issues related to CNE job satisfaction. Responses revealed concerns regarding empowerment, alignment, work-life balance, information transparency/sharing, and recognition. While identifying a solution to address CNE concerns, the organization experienced successive crisis events during a 12-month period that included a record-setting wildfire, multiple labor union strikes, and a novel pandemic. The regional leadership team (RLT) required new approaches to facilitate effective communication during a crisis between the …

Coaching Nurse Leaders In Conflict Management And Team Building To Improve Retention, Jeanette Black

Doctor of Nursing Practice (DNP) Projects

Abstract

Problem: Retention of assistant nurse managers (ANMs) was identified as a concern from interviews with executive leadership and ANMs employed at a large hospital within a Northern California integrated health system. The nurse leader orientation training was reviewed, with gaps identified in conflict management and team building.

Context: The attrition rate of U.S. nurse managers in 2010 was 8.3%, higher than executive nurse leaders, with replacement costs equal to 75% - 125% of a nurse manager’s salary (Loveridge, 2017). Employee turnover and dissatisfaction due to conflict can have detrimental effects on retention, productivity, morale, and quality of patient care. …

Navigating Chinese Culture And Politics: The Destinies Of Companies In China, Vicki Chen

Master's Projects and Capstones

It is generally accepted that the colossal Chinese market offers great opportunities for dynamic entrepreneurial businesses, as well as individuals, but it also means that there are more potential obstacles to be aware of and to overcome than in smaller countries. This study will show how successful businesses in the Chinese market are directly influenced by China’s unique culture, religious beliefs, codes of behavior and political policies. It will also show ignorance or unawareness of these influences can lead to a loss of business or even total failure.

Indeed, a lack of understanding of these influences has been the downfall …

A Discourse Analysis Of Diversity And Inclusion Terminology In The High-Tech Industry, Michelle Nader

Master's Theses

The field of Diversity and Inclusion is a growing interest within the High-Tech industry, particularly within the San Francisco Bay Area of California. To combat misconceptions of Diversity and Inclusion, this thesis aims to define and analyze the language used at 20 companies in the High-Tech sector. The trends, nuances, and practices of how companies use language in their programming and data dictates the direction of the company. This thesis investigates the underlying complexities of where Diversity and Inclusion is within the industry today and goals for the future. Findings from this research suggest that companies can strengthen their Diversity …

Impacts Of Globalization: Educational Reforms Shifts The Public Into A Recurrent Devalued Socioeconomic Era For Minorities, Jacqulyn Washington

Master's Theses

This article delves into the breakdown of the impact globalization have on the success of minorities in urban centers. While expanding on the many factors that contribute to the success of minorities, it informs the reader how education, being a huge indicator of success, has been underserved to the poor and minorities. Lacking many resources, this blockage has been further strained through the local government, multinational corporations, educational reforms, and Translocal politics.

Complexities Of Chinese Contemporary Art, Hongjia Chen

Master's Projects and Capstones

Throughout the history of the People’s Republic of China (PRC), art has always been state-dominated and driven by governmental and political agendas. In comparison to fellow artists in the Western world, historically, Chinese artists have lacked the freedom to express their passion and creativity through artistic forms. The contemporary art movement in China, however, maneuvers around this challenge and provides a more positive direction—one in which artists have a stronger voice and economic benefits are combined with governmental support and encouragement of art activities that enhance social capital and one’s habitus. To some extent, this is changing, with the first …

Developing And Teaching The Crisis Communication Course, Mitchell Friedman

Communication Studies

Comer (2010) noted the absence of literature offering guidance to instructors charged with developing standalone courses on crisis management. This article aims to fill this void, relating the author’s experience in developing two crisis communication classes (one offered online, one in a traditional classroom setting). Drawing on 15 years of teaching experience (including single sessions devoted to crisis communication, reputation management, and related issues in public relations and business courses) plus the investigation of scholarly contributions related to the development of such courses, syllabi, and feedback from practitioners who develop and deliver related training, the article delivers the essential components …

Leadership Development In Undergraduate Public Relations Students: A Case Study, Mitchell Friedman

Communication Studies

This qualitative case study considered the relationship between a Public Relations Student Society of America (PRSSA) chapter at a public state university in Northern California and its local Public Relations Society of America (PRSA) affiliate chapter. Its purpose was to explore student perceptions of the contributions of this relationship to what they learned about leadership while serving as club officers. Research was conducted during the fall semester 2010.

The study explored efforts designed to help PRSSA chapter officers fulfill their individual responsibilities. Local and national PRSA representatives provided advice and counsel through diverse channels, the intent of which was to …

Intelligent Procedures For Intra-Day Updating Of Call Center Agent Schedules, Vijay Mehrotra, O. Ozluk, R. Saltzman

Business Analytics and Information Systems

For nearly all call centers, agent schedules are typically created several days or weeks prior to the time that agents report to work. After schedules are created, call center resource managers receive additional information that can affect forecasted workload and resource availability. In particular, there is significant evidence, both among practitioners and in the research literature, suggesting that actual call arrival volumes early in a scheduling period (typically an individual day or week) can provide valuable information about the call arrival pattern later in the same scheduling period. In this paper, we develop a flexible and powerful heuristic framework for …

Improving Call Center Operations Using Performance-Based Routing Strategies, J. Stanley, R. Saltzman, Vijay Mehrotra

Business Analytics and Information Systems

The article presents a simulation study of performance-based call routing strategies using a variety of routing rules based on historic data such as average handling time and first call resolution rate. We demonstrate the relative benefits of various performance-based call routing strategies using actual data from a financial call center. In particular, our modeling results indicate that call routing based on adjusted average handle time (AAHT) and z-scores of AAHT are two strategies that can substantially improve overall call center performance and customer satisfaction.