Some 'real' problems of 'virtual' organisation

This paper presents an ethnographic study of organisational change in a retail bank considering issues surrounding the supposed emergence of the 'virtual organisation'. It outlines emerging problems in organisational work as a consequence of the shift toward 'virtuality' and questions the explanatory value of such theoretical stances.     

The Flemish customer contact centre for public information from a marketing and management perspective

This paper describes the Flemish customer contact centre for government information (‘the Flemish Infoline’) as an example of marketing in the public sector. First it defines the term ‘customer contact centre’ and describes the objectives and main characteristics of the Flemish Infoline. It then identifies the three reasons for setting up the Flemish Infoline in 1999: the complicated Belgian institutional landscape; the unprofessional telephone traffic handling and service; and the lack of knowledge about citizens' information needs. Finally, the paper applies Kotler's 4 Ps concept to the case, and puts the relevant stages from Lees‐Marsh‐ment's political marketing orientations into one integrated scheme in order to understand the functioning of the Flemish Infoline. Based on the literature and on an in‐depth interview with the project head of the Flemish Infoline, the authors demonstrate that marketing techniques can be used in contact centres for public information, but they also illustrate some important differences from those in the forprofit sector, such as the available amount of customers' personal data, the level of call operators' skills and the degree of heterogeneity of the questions. Further research on information needs and contact centres, and providing one ‘umbrella’ contact centre for government information in Belgium are recommended. Copyright © 2003 Henry Stewart Publications     

卡尔加里--一座充满智慧的城市

卡尔加里是加拿大西部一座充满活力和适于创业的城市。我们这座城市因靠近RockyMountain山脉和拥有著名的CalgaryStampede而享誉世界 ,同时我们也是加拿大经济运行最好的城市。我们拥有平均年龄最低、教育素质最高的市民。除了石油及天然气 ,农业和旅游业等传统产业外 ,我们在高新技术产业领域也有很强的实力。令我们引以为豪的是 ,卡尔加里已成为加拿大计算机应用最普及的城市之一 ,也是国际互联网应用最普及并且通过应用这一技术受益最多的城市之一。82 %的卡尔加里人是国际互联网的用户 ,70 %多的市民在家里上网。尽管我们在应用先进技…     

Duration and the price behavior of fixed-rate level payment mortgages: An analytical investigation

In this research we use a continuous payment formula for duration to examine the price behavior of a fixed-rate level payment mortgage. In the case where the mortgage is held to maturity, duration increases monotonically as term-to-maturity increases, regardless of changes in the market rate of interest. In the case where the mortgage is prepaid prior to maturity, there exists a unique market interest rate below which duration is a monotonically increasing function of time of prepayment, but above which duration has a global maximum at some time of prepayment prior to the term-to-maturity.     

Dimensions of quality upgrading

The impact of the Central and Eastern European (CEE) economies’ trade integration with European markets on CEE trade structures has been studied extensively. These studies frequently observe a quality upgrading of CEE exports. In this paper we consider three dimensions of quality upgrading: upgrading across industries, upgrading across different quality segments within industries and, finally, product upgrading within quality segments inside industries. For the analysis we partition industries into quality segments based on EU‐15 import unit values. The results for ten CEE countries (comprising the CEE‐5, the Baltics and South East Europe) and thirteen industries suggest fundamental differences, both across country groups and across the three different notions of quality upgrading. The CEE‐5 show no evidence of entering a ‘low‐quality trap’ in all three dimensions. By contrast, while there is a general catching‐up process across industries and inside quality segments, the second notion of low‐quality specialization may be applicable within the high‐tech industries to the performance for the Baltics and South East Europe as a group.     

Implementing continuous improvement in the North American mining industry

This study identifies key factors required to successfully change a mining organization's culture to that mandated by a continuous improvement (CI) philosophy. Guided by a change-oriented model of CI implementation and the Malcolm Baldridge criteria, a survey was conducted involving mining firms operating in North America with annual revenues over $100 million. Twenty-four firms participated and resulted in 268 usable questionnaires. A principal component factor analysis followed by linear regression revealed that four factors accounted for success in implementing CI; employee involvement was the most important one. This dominant factor proved to be complex and had elements of the context of change (e.g., acceptance of company goals), the content of change (teamwork, new ways of working, and supportive HRM policies), and the process of change (leadership and access to information). Other predictors included, in order of importance, corporate presence, customer-oriented strategy, and adoption of practical goals. The article concludes with a discussion of employee involvement and the trend toward a productivity gap, with firms pursuing CI in the lead.