From operational excellence to organizational significance: setting the tempo for change

2019 ◽  
Vol 18 (4) ◽  
pp. 142-149
Author(s):  
Roland K. Yeo
Keyword(s):  
Organizational Performance ◽  
Self Healing ◽  
Work Processes ◽  
Multinational Organization ◽  
Content Type ◽  
Daily Work ◽  
Work Related ◽  
Learning And Change ◽  
Operational Excellence ◽  
The Impact

Purpose The paper aims to discuss the transformation of a multinational organization, Global Co, through the deployment of an operational excellence system at a time of turbulence and complexity. It illuminates the opportunities and challenges of implementing the system from the perspective of learning and change. Design/methodology/approach A case study method was utilized in the research based on a four-year longitudinal study. Formal and informal interviews, unobtrusive observations and archival records formed the core of the data collection that led to key insights reported in this paper. Findings A structured approach to managing work processes is essential for ensuring efficiency and reliability in work output. Performance improvement is sustained by operational discipline that strives for consistency in daily work practices. Organizations develop self-healing mechanisms to help address work-related gaps and issues, turning constraints into enablers for improvement. Originality/value The paper provides a wider dimension of organizational performance from the learning and change perspective. It considers organizations as organisms with self-healing properties supported by operational discipline. It redefines the impact of operational excellence through organizational significance.

Front and backstage in the workplace

2016 ◽  
Vol 14 (2) ◽  
pp. 188-202 ◽  
Author(s):  
Mari Ekstrand ◽  
Sigrid Damman
Keyword(s):  
Environmental Control ◽  
Well Being ◽  
Structured Interviews ◽  
Work Processes ◽  
Content Type ◽  
Work Related ◽  
Customer Interaction ◽  
Work Tasks ◽  
Field Notes ◽  
The Impact

Purpose The ability of employees to handle work-related demands, structure their own work and manage workflow is highly important in today’s complex organisations. This paper aims to explore the impact of the office environment on employees’ ability to control interaction, structure their own work processes and handle work-related demands. The focus is on the influence of the physical premises, especially on how work within private, privileged and public work zones may affect perceptions of, and possibilities to control, customer interactions and other work-related demands. Design/methodology/approach The paper is based on a qualitative case study of a Norwegian finance corporation. The core method was semi-structured interviews, carried out with 29 employees and managers. The triangulated research design included observations, field notes, user logs and document analyses. Findings The findings indicate that, in a customer-centred work process, separate zones for customer-related work and for internal work provide employees with increased scope to handle work demands and perceive control in their work. Zoning helped structure the workflow and provided employees with new resources in customer interaction and other work tasks. Originality/value Broadening the focus on environmental control and work-related demands from individual coping to social interaction may provide more insight into factors influencing work processes and employee well-being in emerging workplace concepts.

Does psychological empowerment condition the impact of public service motivation on perceived organizational performance? Evidence from the US federal government

2021 ◽  
pp. 002085232110089
Author(s):  
Jae Young Lim ◽  
Kuk-Kyoung Moon ◽  
Robert K. Christensen
Keyword(s):  
Organizational Performance ◽  
Federal Government ◽  
Public Service ◽  
Psychological Empowerment ◽  
Public Service Motivation ◽  
Psychological State ◽  
Work Related ◽  
The Us ◽  
Us Federal Government ◽  
The Impact

Although the relationships between public service motivation and work-related outcomes are contingent on an employee’s psychological state, little empirical evidence exists on whether psychological empowerment conditions the relationship between public service motivation and perceived organizational performance in public organizations. This study addresses this gap by examining data from the 2010 US Merit Principles Survey on psychological empowerment’s moderating role between public service motivation and the perceived achievement of organizational goals, as well as the perceived quality of work-unit products and services in the US federal government. First, the findings indicate that public service motivation and psychological empowerment improve both of these perceived organizational performance measures. Second, the findings indicate that the link between public service motivation and perceived organizational performance is slightly enhanced when public employees feel more psychologically empowered. Points for practitioners This article offers practical lessons for practitioners who are concerned about improving organizational performance. Emphasizing the importance of psychological empowerment in strengthening the link between public service motivation and perceived organizational performance, the article suggests a critical need to cultivate psychological empowerment in the public sector, which has been under heavy pressure to do more with less in a rapidly changing environment.

Intricacies of back-office

2016 ◽  
Vol 5 (2) ◽  
pp. 167-183 ◽  
Author(s):  
Sari Yli-Kauhaluoma ◽  
Mika Pantzar
Keyword(s):  
Design Methodology ◽  
Research Approach ◽  
Work Processes ◽  
Cognitive Representations ◽  
Content Type ◽  
Daily Work ◽  
Service Staff ◽  
Office Environments ◽  
Back Office ◽  
Practical Implications

Purpose – The purpose of this paper is to examine how back-office service staff cope with the intricacies of administrative work. Design/methodology/approach – The paper applies the research approach of “at-home ethnography” in a university back-office. The primary method of data collection was participant listening in the field, either in formal interviews or casual conversations. Photography helped the authors to zoom the conversation in to specific artefacts in administrative offices. Findings – The study identifies both forward- and backward-looking recipes as essential administrative tools that back-office staff develop and use to handle intricacies that emerge in their daily work. Forward-looking recipes are based on anticipatory cognitive representations, whereas backward-looking recipes are based on experiential wisdom. The study elaborates on the different kinds of modelling practices that back-office service staff engage in while building and applying these two different kinds of recipes. Practical implications – The recipes support administrators in knowledge replication and thus help avoid interruptions, reduce uncertainty, and produce consistency in administrative processes. Originality/value – In contrast to existing studies of formal bureaucracies, the study provides a unique empirical account to show how back-office service staff cope with the multiple intricacies existing in current office environments. The study shows how recipes as models contribute to stabilizing or even routinizing work processes in complex administrative situations.

The prisoner’s dilemma in the workplace: how cooperative behavior of managers influence organizational performance and stress

Kybernetes ◽  
2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Josef Spurný ◽  
Ivan Kopeček ◽  
Radek Ošlejšek ◽  
Jaromír Plhák ◽  
Francesco Caputo
Keyword(s):  
Organizational Performance ◽  
Stress Resistance ◽  
Prisoner's Dilemma ◽  
Organizational Context ◽  
Cooperative Behavior ◽  
Prisoner’S Dilemma ◽  
Working Environment ◽  
Content Type ◽  
Stress Levels ◽  
The Impact

Purpose The aim of the paper is to analyze the impact of cooperativeness of managers who occupy central positions in interaction networks on the performance and stress levels of a whole organization. Design/methodology/approach To explore this relationship, a multi-parameter agent-based model is proposed which implements the prisoner’s dilemma game approach on a scale-free network in the NetLogo environment. A description of the socioeconomic aspects and the key concepts implemented in the model is provided. Stability and correctness have been tested through a series of validation experiments, including sensitivity analysis. The source code is available for further exploration and testing. Findings The simulations revealed that improving the stress resistance of all employees moderately increases organizational performance. Analyzing managers’ roles showed that increasing only the stress resistance of managers does not account for significantly higher overall performance. However, a substantial increase in organizational performance and a decrease in stress levels are achieved when managers are unconditionally cooperative. This effect is stronger for the lowered stress resistance of employees. Therefore, the willingness of managers to cooperate under all circumstances can be a key factor in achieving better performance and building a more pleasant, stress-free working environment. Originality/value This paper aims to present a model for analyzing cooperation, specifically in the organizational context, extending the prisoner’s dilemma with novel concepts and mechanisms. Although the results confirm the existing theories about the importance of central nodes in complex networks, they also provide further details on how the cooperative behavior of central nodes (i.e. the managers) might benefit the organization.

Implementing capabilities-based quality management and marketing strategies to improve business performance

2016 ◽  
Vol 33 (8) ◽  
pp. 1124-1137 ◽  
Author(s):  
Satish Mehra ◽  
Joshua T. Coleman
Keyword(s):  
Quality Management ◽  
Marketing Strategy ◽  
Organizational Performance ◽  
Management Practices ◽  
Retail Banking ◽  
Marketing Strategies ◽  
Content Type ◽  
Quality Management Practices ◽  
Study Results ◽  
The Impact

Purpose The purpose of this paper is to study the impact of successfully coordinating infrastructural capabilities, such as technology, and structural capabilities, such as people, on the performance of service businesses. Effective coordination of these two types of capabilities is shown to impact the implementation of quality management practices and the design of marketing strategy, both of which when utilized properly, lead to enhanced organizational performance. Design/methodology/approach The authors surveyed retail banking firms for this study to analyze empirical data on infrastructural and structural capabilities. Results were corroborated on the basis of in-depth interviews with several banking managers to provide real world verification of the findings. Findings Results indicate that both infrastructural and structural capabilities positively impact the design of marketing strategy, while only structural capabilities impact the implementation of quality management practices. Both, successfully implemented quality management ideals and a well-designed marketing strategy, are shown to enhance overall organizational performance. Research limitations/implications Research was conducted on a specific sector of the service industry, the banking sector. Also, the relatively small size of the study sample may have impacted the outcome of research applicability in some large businesses. Continuously emerging financial regulations could not be incorporated in the study. On the positive side, strong managerial feedback provides guidance toward adopting the study results, and lays the foundation for future research. Originality/value As today’s rapidly evolving society pushes people out of service encounters, replacing them with efficient and cost-saving technology, roles of both the people and the technology in an organization must be fully understood. This paper shows that, despite the exponential growth of technological innovation, both people and technology are critical to enhancing organizational performance through sound quality management practices and supportive marketing strategies.

Global challenges, sustainable development, and their implications for organizational performance

2015 ◽  
Vol 27 (4) ◽  
pp. 430-446 ◽  
Author(s):  
Busaya Virakul
Keyword(s):  
Sustainable Development ◽  
Organizational Performance ◽  
Relevant Literature ◽  
Business Practices ◽  
Business Organizations ◽  
Effective Response ◽  
Content Type ◽  
Global Challenges ◽  
Sustainability Policy ◽  
The Impact

Purpose – This paper aims to propose an effective response by business organizations to the impact of global challenges and sustainable development (SD). It also presents an overview model of organizational performance employing such an approach. Design/methodology/approach – This paper is a conceptual work based upon a review of theories, research findings and reports gathered from relevant literature. The review yielded the following research framework: many countries are facing global challenges; these global challenges are affecting business organizations as external factors; SD is a concept employed to address these challenges; SD can be applied in business organizations through corporate social responsibility (CSR), corporate governance (CG) and sustainability policy and practices; and embedding CSR, CG and sustainability concepts at a strategic level is an effective response to global challenges. Findings – Global challenges are impacting on business organizations and will continue to do so into the future. CSR, CG and sustainability concepts are increasingly being adopted by leading business organizations throughout the world. Embedding CSR, CG and sustainability concepts at a strategic level can sustain long-term organizational performance, as they help businesses face global challenges in a positive manner and maintain their position in societies on good terms with all stakeholders. Research limitations/implications – Different cultural or socio-economic environments may limit the interpretation and application of the findings or propositions in this research. Practical implications – How CSR, CG and sustainability concepts can be holistically implemented in business practices. Social implications – The role of business in lessening the effect of global challenges and supporting SD is illustrated in the proposed model. Originality/value – This paper demonstrates connections among the following critical influences on organizational performance: global challenges; SD; and CSR, CG and sustainability.

Dear top management, please don’t make me a cynic: intention to sabotage

2016 ◽  
Vol 35 (10) ◽  
pp. 1266-1286 ◽  
Author(s):  
A. Mohammed Abubakar ◽  
Huseyin Arasli
Keyword(s):  
Procedural Justice ◽  
Conservation Of Resources ◽  
Differentiated Service ◽  
Work Processes ◽  
Content Type ◽  
Individual Level ◽  
Service Sabotage ◽  
Employee Cynicism ◽  
The Impact ◽  
The Relationship

Purpose The conceptualization of service sabotage failed to adequately tap the domain of interest. Phenomena like turnover and service sabotage are difficult to measure and are not suitable for individual-level study. However, “intention” is suitable for individual-level or management-oriented studies. The paper aims to discuss these issues. Design/methodology/approach A new scale (eight items) to measure the intention to sabotage was developed and tested using a sample of bank (n=313) and insurance (n=258) employees in Nigeria. Cynicism and the desire for justice are the roots of sabotage. As such, the inability to stabilize institutionalized work processes and procedures may cause employees to be overcome with the intention to sabotage service, prior to the actual sabotage. Drawing on conservation of resources theory, this paper investigates the impact of employee cynicism on intention to sabotage as moderated by procedural justice. Findings The analyses suggest that employee cynicism is related to the intention to sabotage, and procedural justice moderates the relationship between employee cynicism and intention to sabotage. The findings endorse the model of interest, and implications of this study for research and practice are discussed. Originality/value The study differentiated service sabotage from intention to sabotage, and developed and tested a scale to measure the intention to sabotage.

The impact of family harmony on family SMEs' performance: the mediating role of information technologies

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Vincent Dutot ◽  
Francois Bergeron ◽  
Andrea Calabrò
Keyword(s):  
Organizational Performance ◽  
Information Technologies ◽  
It Governance ◽  
Equation Modeling ◽  
Future Research ◽  
It Strategy ◽  
Content Type ◽  
Family Smes ◽  
Family Harmony ◽  
The Impact

PurposeWith the increasing digitalization processes taking place in different industries, the success of family small and medium-sized enterprises (SMEs) appears to be more under threat than for any other types of organizations, especially when information technologies (ITs) are not adequately used and managed. To grow and increase the chances of survival, family SMEs need more than ever IT. Stemming from agency theory, the aim of this article is to understand whether family harmony impacts the performance of family SMEs and to what extent IT mediates this relationship.Design/methodology/approachThe research follows a quantitative approach, based on a sample of 182 family SMEs. Structured equation modeling, through SmartPLS, was employed to validate the research model.FindingsThis study’s main findings suggest that family harmony positively impacts firm performance and that IT governance and strategy mediate positively this relationship.Research limitations/implicationsFirst, the relatively limited number of respondents limits the degree of representativeness of all family SMEs. Replicating the research with a larger number of respondents could strengthen the findings. Second, this study is limited to French firms and future research could extend the findings by looking at cross-country comparisons.Practical implicationsFamily SMEs are encouraged to link their IT governance with their IT strategy in order to increase their organizational performance. A favorable family harmony will make it easier to choose and implement a richer IT strategy and put in place an adequate IT governance function.Originality/valueThis research offers an enriched knowledge of the roles of family harmony and technological innovation in family SMEs and IT contexts as significant predictors of organizational performance. It contributes to family firm theory through the identification of three determinants of family SMEs' performance.

Human resources flexibility as a mediating mechanism between high-performance work systems and organizational performance: a multilevel quasi-longitudinal study

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Anastasia A. Katou
Keyword(s):  
Human Resources ◽  
Organizational Performance ◽  
Structural Equation ◽  
High Performance ◽  
Behavioural Flexibility ◽  
Work Systems ◽  
Content Type ◽  
High Performance Work Systems ◽  
Functional Flexibility ◽  
The Impact

PurposeThe purpose of this study is to investigate the impact of high-performance work systems (HPWS) on organizational performance through the mediating role of human resources (HR) flexibility (expressed by functional flexibility, skills malleability and behavioural flexibility).Design/methodology/approachThe study examines theoretical relationships in the Greek context, which reflects changing economic and financial crisis, based on multilevel structural equation modelling estimation, using three waves of sample data collected in years 2014, 2016 and 2018 from organizations operating in the private sector.FindingsThe study finds that although HPWS positively influences all three HR flexibility dimensions, this positive effect is not transferred equally to organizational performance. The dominant effect on organizational performance is attributed to skills malleability, a smaller effect to behavioural flexibility and a negligible effect to functional flexibility.Research limitations/implicationsAlthough the data collected refer to three different years, most of the companies and individuals responded to sampling were different. As such, the study does not allow for dynamic causal inferences due to its quasi-longitudinal nature.Practical implicationsThe findings of this study may influence managerial decisions in developing bundles of HPWS policies and practices in relation to HR flexibility attributes.Originality/valueSince most studies consider HR flexibility as an aggregated construct, this study is possibly one of the very few studies that is examining the differential impact of the HR flexibility dimensions on organizational performance in turbulent times.

A review of research into knowledge sharing

2019 ◽  
Vol 28 (1) ◽  
pp. 20-22
Keyword(s):  
Life Satisfaction ◽  
Knowledge Sharing ◽  
Well Being ◽  
Future Research ◽  
Content Type ◽  
Work Related ◽  
Review Protocol ◽  
Process Perspective ◽  
The Impact ◽  
Positive Effect

Purpose The purpose of this study is to summarize findings from research into knowledge sharing and to provide suggestions for further research. Design/methodology/approach A systematic literature review was carried out through three phases – review protocol, conducting the review and reporting the review. A thematic analysis was carried out on 61 peer reviewed studies. Findings The review looks at the impact of knowledge sharing in three categories – individual, team and organizational. The main factors studied were creativity, performance and learning. Knowledge sharing goes beyond work-related impacts and has a positive effect on team climate, job satisfaction and life satisfaction. Directions for future research were identified as adopting an interaction and process perspective, investigating negative, differential and psychological impacts and improving methodology through use of qualitative and longitudinal studies. Practical implications As knowledge sharing does have positive psychological effects including enhanced job and life satisfaction it would be beneficial to build it into the organization’s well-being program. Originality/value This paper has an original approach as it is the first systematic review to be carried out on research into knowledge sharing and suggests areas for further investigation.

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