Building a World Class Service Organization (Assessment Tool)

10.1142/y0015 ◽  
2017 ◽  
Author(s):  
Jochen Wirtz
Keyword(s):  
Assessment Tool ◽  
Service Organization ◽  
World Class

Building a World-Class Service Organization

2016 ◽  
pp. 596-607
Author(s):  
Jochen Wirtz ◽  
Christopher Lovelock
Keyword(s):  
Service Organization ◽  
World Class

scholarly journals Quantifying an Organisation's Human Factors Capability: Targeting World Class Integration

2021 ◽  
Author(s):  
Michael Greig ◽  
W. Patrick Neumann
Keyword(s):  
Human Factors ◽  
Assessment Tool ◽  
Process Integration ◽  
Functional Unit ◽  
Assessment Method ◽  
Company Performance ◽  
Maturity Level ◽  
Specific Assessment ◽  
World Class ◽  
Strategy Design

Many methods track company performance and process integration for quality, productivity, environment and safety. Similar methods do not exist for human factors (HF) even though it has impact on these outcomes. Without a HF specific assessment method it is impossible for managers to know if they are achieving 'world class' HF integration. An assessment tool is under development to address this need. The tool assesses the capability of each functional unit in an organization to manage HF aspects in their processes. This includes organizational strategy, design, maintenance, operations, logistics, marketing, and human resources, among others. For each department, the presence of HF aspects including indicators, process flows, and methods are evaluated. The maturity level of HF integration for each is rated in five classifications, conceptually similar to the Baldridge criteria, to reflect its level of 'world class'. The tool is non-prescriptive as it recognises the validity of different integration approaches. Progression to world class means HF works proactively becoming part of the organization's culture. With this tool companies can evaluate their ability to benefit from HF integration on an ongoing basis. It also provides a quantitative method for research and to benchmark macroergonomic capability in other organizations.

Magnetrol International, Incorporated: A Case Study in the Use of Appreciative Inquiry

2015 ◽  
Vol 4 (1) ◽  
pp. 27-39
Author(s):  
E. John Heiser ◽  
Jeffrey K. Swallow
Keyword(s):  
Employee Engagement ◽  
Appreciative Inquiry ◽  
Technical Support ◽  
Service Organization ◽  
Multinational Company ◽  
Support Organization ◽  
The Us ◽  
World Class ◽  
Innovative Action

This case examines the use of appreciative inquiry by a multinational company to gain market differentiation by developing a world-class global service and technical support organization. Magnetrol International, Incorporated is a family-owned manufacturing company headquartered outside Chicago, Illinois USA, with manufacturing facilities in the US, Belgium, Brazil, China and the UAE. The purpose of the article is to demonstrate how the appreciative inquiry framework was used to drive innovation in the creation of a world-class global service organization through the use of positive discourse and employee engagement. Data was collected over a 5-month period including during two appreciative inquiry (AI) summits, one in the US and one in Belgium. The article seeks to demonstrate that positive discourse conducted in an inclusive environment can lead to positive, innovative action with an ensuing benefit of a more engaged, committed workforce.

Evaluation and improvement of maintenance management performance using a maturity model

2019 ◽  
Vol 69 (3) ◽  
pp. 559-581
Author(s):  
Marcelo Albuquerque Oliveira ◽  
Isabel Lopes
Keyword(s):  
Assessment Tool ◽  
Maintenance Management ◽  
Added Value ◽  
Extensive Literature ◽  
Maturity Model ◽  
Self Assessment ◽  
Content Type ◽  
Efficiency And Effectiveness ◽  
Overall Evaluation ◽  
World Class

PurposeThe purpose of this paper is to develop a new maturity model to identify the current state of maintenance area of organizations and drives actions to increase efficiency and effectiveness toward the concept known as world-class.Design/methodology/approachThe model was developed based on an extensive literature review on maintenance management and maturity assessment, which allowed identifying the relevant factors in maintenance management and the world-class behaviors for each factor. The progressive maturity levels for each of the identified ten factors form the model. To test its effectiveness, it was applied to the maintenance area of three companies.FindingsThe model application showed that, in addition to being a self-assessment tool, it provides knowledge, to those who use it, on behaviors or practices that enable world-class results. For each factor, potential gaps and the desired state were defined focusing on behaviors rather than on indicators values or adopted methodologies, which facilitates the identification of improvement actions that lead to better performance.Research limitations/implicationsThrough its use, maturity levels can be identified for all considered maintenance management factors, however, the overall maturity of the maintenance area is not determined. Although this overall evaluation can be done assigning a weight to each factor, it was not considered an added value for the set purpose.Originality/valueThe proposed maturity model contributes to the understanding of the maintenance management process and how to stand out nowadays in an area that has an increasingly important impact on productivity and quality.

scholarly journals Quantifying an Organisation's Human Factors Capability: Targeting World Class Integration

2021 ◽  
Author(s):  
Michael Greig ◽  
W. Patrick Neumann
Keyword(s):  
Human Factors ◽  
Assessment Tool ◽  
Process Integration ◽  
Functional Unit ◽  
Assessment Method ◽  
Company Performance ◽  
Maturity Level ◽  
Specific Assessment ◽  
World Class ◽  
Strategy Design

Many methods track company performance and process integration for quality, productivity, environment and safety. Similar methods do not exist for human factors (HF) even though it has impact on these outcomes. Without a HF specific assessment method it is impossible for managers to know if they are achieving 'world class' HF integration. An assessment tool is under development to address this need. The tool assesses the capability of each functional unit in an organization to manage HF aspects in their processes. This includes organizational strategy, design, maintenance, operations, logistics, marketing, and human resources, among others. For each department, the presence of HF aspects including indicators, process flows, and methods are evaluated. The maturity level of HF integration for each is rated in five classifications, conceptually similar to the Baldridge criteria, to reflect its level of 'world class'. The tool is non-prescriptive as it recognises the validity of different integration approaches. Progression to world class means HF works proactively becoming part of the organization's culture. With this tool companies can evaluate their ability to benefit from HF integration on an ongoing basis. It also provides a quantitative method for research and to benchmark macroergonomic capability in other organizations.

Building a World-Class Service Organization

2021 ◽  
pp. 520-545
Author(s):  
Jochen Wirtz ◽  
Christopher Lovelock
Keyword(s):  
Service Organization ◽  
World Class

Age Norms for Auditory-Perceptual Neurophonetic Parameters: A Prerequisite for the Assessment of Childhood Dysarthria

2020 ◽  
Vol 63 (4) ◽  
pp. 1071-1082
Author(s):  
Theresa Schölderle ◽  
Elisabet Haas ◽  
Wolfram Ziegler
Keyword(s):  
Assessment Tool ◽  
Developmental Trajectories ◽  
Voice Quality ◽  
Typically Developing ◽  
Typically Developing Children ◽  
Age Norms ◽  
Elementary School Age ◽  
Speech Characteristics ◽  
Substantial Progress ◽  
Computer Based

Purpose The aim of this study was to collect auditory-perceptual data on established symptom categories of dysarthria from typically developing children between 3 and 9 years of age, for the purpose of creating age norms for dysarthria assessment. Method One hundred forty-four typically developing children (3;0–9;11 [years;months], 72 girls and 72 boys) participated. We used a computer-based game specifically designed for this study to elicit sentence repetitions and spontaneous speech samples. Speech recordings were analyzed using the auditory-perceptual criteria of the Bogenhausen Dysarthria Scales, a standardized German assessment tool for dysarthria in adults. The Bogenhausen Dysarthria Scales (scales and features) cover clinically relevant dimensions of speech and allow for an evaluation of well-established symptom categories of dysarthria. Results The typically developing children exhibited a number of speech characteristics overlapping with established symptom categories of dysarthria (e.g., breathy voice, frequent inspirations, reduced articulatory precision, decreased articulation rate). Substantial progress was observed between 3 and 9 years of age, but with different developmental trajectories across different dimensions. In several areas (e.g., respiration, voice quality), 9-year-olds still presented with salient developmental speech characteristics, while in other dimensions (e.g., prosodic modulation), features typically associated with dysarthria occurred only exceptionally, even in the 3-year-olds. Conclusions The acquisition of speech motor functions is a prolonged process not yet completed with 9 years. Various developmental influences (e.g., anatomic–physiological changes) shape children's speech specifically. Our findings are a first step toward establishing auditory-perceptual norms for dysarthria in children of kindergarten and elementary school age. Supplemental Material https://doi.org/10.23641/asha.12133380

Exploring the Validity and Operational Impact of Using Allied Health Assistants to Conduct Dysphagia Screening for Low-Risk Patients Within the Acute Hospital Setting

2020 ◽  
Vol 29 (4) ◽  
pp. 1944-1955 ◽  
Author(s):  
Maria Schwarz ◽  
Elizabeth C. Ward ◽  
Petrea Cornwell ◽  
Anne Coccetti ◽  
Pamela D'Netto ◽  
...  
Keyword(s):  
At Risk ◽  
Allied Health ◽  
Assessment Tool ◽  
Hospital Setting ◽  
Low Risk ◽  
False Negatives ◽  
Exact Agreement ◽  
Risk Patients ◽  
Impact Phase ◽  
Operational Impact

Purpose The purpose of this study was to examine (a) the agreement between allied health assistants (AHAs) and speech-language pathologists (SLPs) when completing dysphagia screening for low-risk referrals and at-risk patients under a delegation model and (b) the operational impact of this delegation model. Method All AHAs worked in the adult acute inpatient settings across three hospitals and completed training and competency evaluation prior to conducting independent screening. Screening (pass/fail) was based on results from pre-screening exclusionary questions in combination with a water swallow test and the Eating Assessment Tool. To examine the agreement of AHAs' decision making with SLPs, AHAs ( n = 7) and SLPs ( n = 8) conducted an independent, simultaneous dysphagia screening on 51 adult inpatients classified as low-risk/at-risk referrals. To examine operational impact, AHAs independently completed screening on 48 low-risk/at-risk patients, with subsequent clinical swallow evaluation conducted by an SLP with patients who failed screening. Results Exact agreement between AHAs and SLPs on overall pass/fail screening criteria for the first 51 patients was 100%. Exact agreement for the two tools was 100% for the Eating Assessment Tool and 96% for the water swallow test. In the operational impact phase ( n = 48), 58% of patients failed AHA screening, with only 10% false positives on subjective SLP assessment and nil identified false negatives. Conclusion AHAs demonstrated the ability to reliably conduct dysphagia screening on a cohort of low-risk patients, with a low rate of false negatives. Data support high level of agreement and positive operational impact of using trained AHAs to perform dysphagia screening in low-risk patients.

Measuring “Language Access Profiles” in Deaf and Hard-of-Hearing Children With the DHH Language Exposure Assessment Tool

2020 ◽  
pp. 1-25
Author(s):  
Matthew L. Hall ◽  
Stephanie De Anda
Keyword(s):  
Cluster Analysis ◽  
Exposure Assessment ◽  
Hard Of Hearing ◽  
Assessment Tool ◽  
Communication Mode ◽  
Developmental Potential ◽  
Language Access ◽  
Retest Reliability ◽  
Language Exposure ◽  
Test Retest Reliability

Purpose The purposes of this study were (a) to introduce “language access profiles” as a viable alternative construct to “communication mode” for describing experience with language input during early childhood for deaf and hard-of-hearing (DHH) children; (b) to describe the development of a new tool for measuring DHH children's language access profiles during infancy and toddlerhood; and (c) to evaluate the novelty, reliability, and validity of this tool. Method We adapted an existing retrospective parent report measure of early language experience (the Language Exposure Assessment Tool) to make it suitable for use with DHH populations. We administered the adapted instrument (DHH Language Exposure Assessment Tool [D-LEAT]) to the caregivers of 105 DHH children aged 12 years and younger. To measure convergent validity, we also administered another novel instrument: the Language Access Profile Tool. To measure test–retest reliability, half of the participants were interviewed again after 1 month. We identified groups of children with similar language access profiles by using hierarchical cluster analysis. Results The D-LEAT revealed DHH children's diverse experiences with access to language during infancy and toddlerhood. Cluster analysis groupings were markedly different from those derived from more traditional grouping rules (e.g., communication modes). Test–retest reliability was good, especially for the same-interviewer condition. Content, convergent, and face validity were strong. Conclusions To optimize DHH children's developmental potential, stakeholders who work at the individual and population levels would benefit from replacing communication mode with language access profiles. The D-LEAT is the first tool that aims to measure this novel construct. Despite limitations that future work aims to address, the present results demonstrate that the D-LEAT represents progress over the status quo.

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