Evaluating Substandard Performance

2019 ◽  
pp. 77-84
Author(s):  
George B. Redfern
Keyword(s):  
Substandard Performance

The chicken and egg story of a call centre in Malaysia

2021 ◽  
Vol 11 (3) ◽  
pp. 1-25
Author(s):  
Alan Fun-Foo Chan ◽  
Keng-Kok Tee ◽  
Thanuja Rathakrishnan ◽  
Jo Ann Ho ◽  
Siew-Imm Ng
Keyword(s):  
Undergraduate Students ◽  
Call Centre ◽  
Short Term ◽  
Content Type ◽  
Security Technologies ◽  
Academic Level ◽  
Key Account ◽  
Substandard Performance ◽  
Alternative Solutions

Learning outcomes After attempting the case, users are able to: analyse issues and problems faced by a call centre in Malaysia. Determine the root causes of the problems faced by call centre employees and generate alternative solutions to solve the problems faced by the company and to ensure the sustainability of the business. Case overview/synopsis This case was about the challenges faced by Daniel, the General Manager of an integrated security protection system company, Secure First (SF). Despite investing in the latest security technologies, conducting a major overhaul of the procedures, introducing an enhanced digital system at the call centre and providing training to the call agents, it was on the verge of losing its important long-term client due to its substandard performance. The client experienced major losses due to break-ins. After a thorough investigation, the problem surfaced in their call centre. Most of the staff were not familiar with the newly adopted system. The circumstances worsened when many of the call centre’s senior employees were tendering their resignations. The case discusses the aspect of employee satisfaction, staff performance that led to the turnover issue amongst employees in a call centre. The case explores what short-term and long-term strategies could Daniel suggest to change the call centre’s course to retain SF’s key account in times of desperation. Complexity academic level This case has a moderate level of difficulty and may be used in undergraduate students. Supplementary materials Teaching notes are available for educators only. Subject code CSS 6: Human resource management.

scholarly journals IPO Pricing Phenomena: Empirical Evidence Of Behavioral Biases

2011 ◽  
Vol 6 (4) ◽  
Author(s):  
Michael Adams ◽  
Barry Thornton ◽  
George Hall
Keyword(s):  
Initial Public Offering ◽  
Behavioral Finance ◽  
Efficient Market Hypothesis ◽  
Class Action ◽  
Investment Horizon ◽  
Efficient Market ◽  
The Past ◽  
Ipo Pricing ◽  
Public Offering ◽  
Substandard Performance

Does IPO stand for Instant Profit Opportunity or It’s Probably Over-priced?  The conundrum is that both answers are generally correct.  The answer appears to depend on the investor’s investment horizon.  This realization provides an enigma for the Efficient Market Hypothesis (EMH) proponents. It is widely known that initial public offering (IPO) stocks in the past have typically been underpriced, thereby allowing the fortunate purchaser to buy the shares in the primary market and systematically beat the stock market averages. This phenomenon is evidenced by the average one-day returns on IPOs of 15% and presents a puzzle to efficient market advocates. Behavioral finance posits that the same underpriced IPO stocks will under-perform the market and deliver substandard performance during the ensuing one to three years. At a minimum, the “new-issues puzzle” presents a challenge to the EMH and has given rise to many class-action stockholder lawsuits alleging illegal price manipulation.   Why under-pricing systematically happens and why issuing firms/major shareholders choose to leave copious amounts of money on the table is not well explained by traditional financial theory.  Behavioral finance melds together investor psychology and normative financial theory in an attempt to explain this market enigma.

Total Project Management: An Integrated Approach to the Management of Capital Investment Projects

1982 ◽  
Vol 196 (1) ◽  
pp. 337-346
Author(s):  
H Darnell ◽  
M W Dale
Keyword(s):  
Project Management ◽  
Learning Process ◽  
Capital Investment ◽  
Integrated Approach ◽  
Investment Analysis ◽  
Investment Projects ◽  
Knowledge Based ◽  
The Uk ◽  
Substandard Performance ◽  
Total Project

Substandard performance and failure to meet objectives in capital investment has been a major contribution to the catastrophic decline in the profitability of industry in the UK. The structure of a project is described and the differences between a project and ongoing operations are discussed. An approach to capital investment analysis is described which is based on rate of cashflow and which relates closely to the actual events that occur. The nature and character of the risks involved are examined and a variety of problems discussed. The inevitability of the learning process is pointed out together with the benefits of structuring this learning. Some of the human and organizational imperatives required for success are defined and the need for a knowledge-based approach to the main project disciplines is advocated. These disciplines are outlined together with some discussion of their inter-relations. The operational techniques which ensure a total, and avoid a fragmented, approach to managing a project are briefly described and the importance of top management involvement is emphasized. By taking the steps advocated in the paper the risks inherent in capital investment projects can be reduced to an acceptable level.

scholarly journals Substandard Performance In Mathematical Problem Solving In Physics Among Higher Secondary School Students In Kerala - An Investigation On Teacher Perceptions And Student Difficulties

2019 ◽  
Vol 7 (1) ◽  
pp. 35-43
Author(s):  
N.S. Mumthas ◽  
Shyma Usman Abdulla
Keyword(s):  
Problem Solving ◽  
Secondary School ◽  
Teacher Perceptions ◽  
Secondary School Students ◽  
Mathematical Problem ◽  
Mathematical Problem Solving ◽  
Multiple Choice Questions ◽  
School Students ◽  
Physics Teachers ◽  
Substandard Performance

Physics and Mathematics are two deeply interlinked domains of Science. Mathematics is considered as the language in which the Physics theories are built by employing mathematical symbols and operations to make equations and representations in the world of Physics completely meaningful. In spite of being the backbone of Physics, the use of Mathematics principles and operations in Physics is the root cause of most of the issues and hassles aroused among students who learn Physics. This is an investigation on the substandard performance in mathematical problem solving in Physics among higher secondary school students by looking into the responses of teachers and students. The responses obtained from 21 higher secondary Physics teachers through questionnaire were studied using percentage analysis and the four major categories of ‘Difficulties in Mathematical Problem Solving in Physics’ faced by students viz., ‘Creating or Identifying the Formula’, ‘Extracting Information from Diagrams’, ‘Using Physics Concepts to Create Schematic Diagrams’ and ‘Application of Mathematics’ to solve Physics problems. were identified, The investigators used ‘Test on Mathematical Problem Solving in Physics’ with 40 multiple choice questions on select basic topics from ‘Motion’, which was informed by the Physics teachers to be one of the strenuous concepts for students while solving problems. The extent of each category of difficulty in the respective topics based on the students’ responses in the test was studied to rank them. This study also highlights some suggestions for improving the teaching and learning of mathematical problems in Physics at higher secondary level.

scholarly journals Reading: A Potential Source of Academic Difficulty in Medical School

1974 ◽  
Vol 6 (4) ◽  
pp. 367-373 ◽  
Author(s):  
Robert J. Ambrosino ◽  
Paul L. Brading ◽  
Lorraine K. Noval
Keyword(s):  
Medical School ◽  
Reading Skills ◽  
Student Records ◽  
Academic Difficulty ◽  
Medical College ◽  
Albany Medical College ◽  
Substandard Performance ◽  
Academic Failures ◽  
Limited Setting

The assumption that students entering medical school have successfully developed adequate reading skills was tested empirically in a limited setting. The Nelson-Denny Reading Test was administered to 268 entering freshmen medical students at the Albany Medical College. Preliminary results indicated that this assumption was violated in an unexpected number of cases as evidenced by substandard performance on the test. Examination of student records revealed that deficiencies in reading skills may be contributing to academic failures in medical school. Further research in this area was encouraged not only to enhance student success but ultimately to improve the quality of medical education itself.

Peabody Picture Vocabulary Test Scores of Preschool Children

1967 ◽  
Vol 20 (3) ◽  
pp. 779-784 ◽  
Author(s):  
Norman A. Milgram ◽  
Mark N. Ozer
Keyword(s):  
Preschool Children ◽  
Test Scores ◽  
Multiple Choice ◽  
Vocabulary Test ◽  
Peabody Picture Vocabulary ◽  
Peabody Picture Vocabulary Test ◽  
Mental Set ◽  
Substandard Performance

Two groups of preschool Negro children of poor parents were administered the PPVT, SB and other linguistic and perceptual-motor measures. Since the PPVT score was consistently lower than the SB, it was concluded that this test may be more susceptible to environmental impoverishment than the SB. Substandard performance on the PPVT was discussed in terms of (a) a cumulative deficiency in storage and/or retrieval of verbal terms and (b) an inefficiency in sustaining the correct mental set required in the multiple-choice format of the PPVT.

Distracted Attention, Temporal Switches, and the Consolations of Performing

2021 ◽  
pp. 126-146
Author(s):  
Anthony Gritten
Keyword(s):  
Decision Making ◽  
Social Capital ◽  
Everyday Life ◽  
Close Contact ◽  
Intentional Action ◽  
Memory Error ◽  
Controlled Conditions ◽  
The World ◽  
Substandard Performance

Distraction is frequently blamed for interfering with the ergonomic production of capital, for encouraging substandard performance. Indeed, it is frequently configured as an impediment to timekeeping, a thorn in the side of consciousness, a drag on intentional action, and a brake on decision-making. Reality, however, is complex. While distraction can interfere with timing, anxiety, memory, error, and fatigue, it can also be exploited under controlled conditions to enhance performance by helping the performer to maintain an open cognitive and physical responsiveness to the world and a pragmatic mode of engagement with the task at hand. Indeed, distraction ensures that the performer is in close contact cognitively and socially with the full phenomenological plenitude of sound, thereby contributing to performance’s transformative value as a way of accumulating social capital in everyday life.

scholarly journals Managerial performance: The challenge of the future

1986 ◽  
Vol 17 (3) ◽  
pp. 149-152
Author(s):  
P. H. Van Den Berg ◽  
G. P.J. Pelser
Keyword(s):  
Improve Performance ◽  
Managerial Performance ◽  
Continual Improvement ◽  
Managerial Decisions ◽  
The Future ◽  
Effectiveness And Efficiency ◽  
The Creation ◽  
Review Sessions ◽  
Substandard Performance

Measuring the performance of individual managers is difficult in practice because quantitative yardsticks often measure the performance of groups under the control of a manager or the performance of groups spread over departmental boundaries. If managers are measured individually there is a tendency to emphasize quantitative yardsticks only. An effort is also made to measure individual manager's performance by quantifying qualitative yardsticks. The yardsticks that cannot be quantified, that is the innovative aspects of managerial decisions, are thus neglected. The authors propose a model that can be used for the continual improvement of managerial performance. Managerial performance is the degree to which the manager can close the gap between his current and potential performance. The model takes into account that managerial performance consists of both effectiveness and efficiency. The fundamental basis of the model is the creation of continual review sessions that endeavour to improve performance by removal of the causes of substandard performance.

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