Collaborative Knowing: The Adaptive Nature of Cross‐Boundary Spanning

This article elaborates how experts employ boundary objects to perform collaborative work in situ across boundaries. Our study takes a practice lens to examine the adaptive nature of cross‐boundary spanning. We conduct a field study and analyse engineers' troubleshooting tasks in maintaining sophisticated wafer‐fabrication machines. Our findings report three organizing practices: identifying problem boundaries, orchestrating collective responsibilities, and developing a systemic understanding. This mode of organizing explains how experts draw lessons from boundary objects to facilitate adaptive learning and collaboration for solving complicated problems in interactive systems. Our analysis contributes to theories of cross‐boundary spanning, adaptive learning, and problem‐solving, and suggests practical lessons in managing cross‐boundary work.     

Process quality improvement: An examination of general vs. outcome-specific climate and practices in hospitals

Despite numerous efforts to foster quality improvement in healthcare, much of the extant data and research indicate that substantial shortcomings in the delivery of effective and reliable care remain. This research examines both general and outcome-specific operations management efforts and their impact on delivering quality healthcare. We empirically test a conceptual framework of safety culture that accounts for the use of general quality practices as well as outcome-specific approaches in light of the general and more focused climates in which those practices are embedded. We utilize structural equation modeling to analyze a unique pairing of primary data from a survey of quality improvement directors and chief nursing officers at 272 hospitals across the U.S. with secondary data on process of care performance publicly reported by the federal government's Center for Medicare and Medicaid Services (CMS). General safety climate and quality practices are found to establish an environment in which outcome-specific efforts enable process quality improvement. A split-group SEM analysis highlights significant differences in managing healthcare safety outcomes through climate and practices. In particular, the employment of practices focused on the specific outcome goals is found to relate to higher quality of patient care in smaller hospitals. In contrast, the development of a climate focused on specific outcome goals is found to relate to higher quality of patient care in larger hospitals. These findings suggest alternative approaches for small and large hospitals in the critical effort to improve patient safety and reduce healthcare costs.     

The family resemblance of technologically mediated work practices

Practice-based perspectives in information systems have established how, in every instance of use (i.e., work practices), the user exercises considerable discretion in their appropriation of the technology with local workarounds and situated improvisations. We analyse the relationship between technologically mediated work practices separated in time and space. Specifically, we analyse how similarity in work practices is achieved. Achieving absolutely similar (or ‘best’) practices is unattainable. Drawing on a longitudinal (2007–2011) case of ambulatory maintenance work in the oil and gas sector, we identify and discuss three constituting strategies (differentiation, assembling and punctuation) through which a family resemblance of – similar but not the same – work practices is crafted. We discuss how, in the absence of an essentialist criterion, similarity is subject to pragmatic but also political negotiations.     

Watching Sausage Being Made: Lessons learned from the co-production of governance in a behavioural health system

Abstract

We draw out lessons from a multi-level governance system implemented to create more consumer oversight and involvement in the governance of behavioural health services. Through two rounds of interviews, we identified key areas of design that were difficult to implement, resulting in the system continuing to operate as a top-down environment rather than a flatter arrangement. Although new governance structures can be implemented, the underlying culture of government has to shift to allow real buy-in. Until this happens, multi-level governance systems will remain single-layered and command and control systems. The patina of change will cause frustration and animosity among participants.     

Stability in the inefficient use of forecasting systems: A case study in a supply chain company

Computer-based demand forecasting systems have been widely adopted in supply chain companies, but little research has studied how these systems are actually used in the forecasting process. We report the findings of a case study of demand forecasting in a pharmaceutical company over a 15-year period. At the start of the study, managers believed that they were making extensive use of their forecasting system that was marketed based on the accuracy of its advanced statistical methods. Yet most forecasts were obtained using the system’s facility for judgmentally overriding the automatic statistical forecasts. Carrying out the judgmental interventions involved considerable management effort as part of a sales & operations planning (S&OP) process, yet these often only served to reduce forecast accuracy. This study uses observations of the forecasting process, interviews with participants and data on the accuracy of forecasts to investigate why the managers continued to use non-normative forecasting practices for many years despite the potential economic benefits that could be achieved through change. The reasons for the longevity of these practices are examined both from the perspective of the individual forecaster and the organization as a whole.     

Model building and estimation strategies for implementing the Balanced Scorecard in Health sector

Over last two decades, the concept of the Balanced Scorecard has had broad application by the health sector internationally, including Hospitals systems and national healthcare systems or organizations. However, the lack of literature on causal-effect relationships between different types of dimensions and indicators poses difficulty in conceptualising and implementing a quality evaluation system based on Balanced Scorecard. Methodologically, the most natural context for Balanced Scorecard conceptualization and estimation deals with Structural Equation Models with latent variables. Partial Least Squares Path Modelling has found increased applications, thanks to its ability to handle complex models. However, the lack of a global optimization criterion makes it difficult to evaluate this procedure. The aim of this article is to propose a methodological conceptualization of the Balanced Scorecard in a new context, as the Health sector, using a suitable statistical approach to estimate causal relationships among specified latent dimensions, together with a model building strategy, a necessary step when expert knowledge is too weak to build a robust and well suited model. Specifically, within the Structural Equation Models framework a two-step model building strategy is presented; the first step build the measurement models based on a clustering (around latent variables) technique and the second step build the structural model based on partial correlations and a procedure that selects the best model in terms of predictive power, measured by the mean of the R ² for the endogenous latent variables. Finally, an application based on administrative archives of Lombardy region (Italy) illustrates the presented methodology.     

The boundary spanning capabilities of purchasing agents in buyer-supplier trust development

This study examines how individual purchasing agents function as boundary spanners with suppliers to influence trust development in themselves and the buying firms that employ them. Building upon boundary theory and supply chain cooperation research, we identify three boundary spanning capabilities of purchasing agents and empirically test how these capabilities shape buyer-supplier trust development. Using two samples of data collected from suppliers in the automotive industry and food industry, we found that a purchasing agent's effectiveness in strategic communication with suppliers affects a supplier's trust in the buying firm, while an agent's professional knowledge and ability toreach compromises with suppliers affect a supplier's trust in the purchasing agent representing the firm. Trust in the purchasing agent in turn affects trust in the buying firm. Theoretical and managerial implications are discussed.     

eHR software,multinational corporations and emerging China: Exploring the role of information through a postcolonial lens

This paper seeks to offer an alternative account of Human Resources Information software (eHR) informed by a critical/postcolonial view on information systems. In so doing, it aims to explore the possibilities for managing people that information brings when Human Resources Management practices are transferred from “developed” to “developing” countries. The paper relies on several qualitative in-depth interviews with renowned Chinese Human Resources experts in Shanghai, and the examination of diverse eHR software-related documentation and functionalities. Critical discourse analysis was used to examine these sources. The findings show that eHR information systems bring new governance possibilities that support and expand the discipline of Human Resources Management. The use of eHR software in people management gives a new momentum and increased dominance to key Western-originated practices, such as HR-based performance management. Information brings new ordering options that facilitate the transferability, mobility and standardization of HR values, discourse and practices and, ultimately, the construction of a global “generified employee”. The paper offers a first critical analysis of eHR software, showing the need to understand the relevancy of the informating power of these systems for a postcolonial critique of ICT. It offers a view of the “micro-processes” that facilitate organizational transfer from the multinational corporation headquarters to the subsidiaries and across countries. In so doing, it challenges mainstream deterministic assumptions and apolitical approaches to this technology.     

Total quality management and human resource systems: an international comparison

This paper takes advantage of a unique international data set to examine the determinants of the adoption and sustainability of total quality management techniques, focusing in particular on the role played by human resource professionals and practices. The data come from a 1991 survey conducted by Ernst and Young and the American Quality Foundation covering the use of TQM tools in the computer, auto, health care and banking industries in Japan, the United States, Canada and Germany.

The research distinguishes between two ways of implementing total quality management – one approach conceptualizes TQM as a relatively limited set of technical engineering changes while the second implements these technical changes as part of a larger transformation of the organization of work. We find support for the second approach in that the number of employees using quality tools and the number of quality tools in use is greater and lasts longer in firms that also have team-based human resource systems for frontline employees, with team structures, suggestion systems, meetings and group rewards. This central finding holds across all countries and industries studied.

We also find that achievement of these changes requires the commitment of organizational stakeholders to incorporate the interests of employees in strategic decision making. Though union presence alone does not predict the adoption or sustainability of these innovations, partnership between management and union does have a positive effect. The level of strategic influence of the human resource department also influences innovation, though in ways that differ across countries and industries.

The findings suggest the value of comparative studies and of research focused at exploring sub-national variation. The findings also suggest the value of a longitudinal study of the sustainability of innovation.     

The effects of IT-enabled supply chain process change on job and process outcomes: A longitudinal investigation

Prior research on information technology (IT)-enabled supply chain management (SCM) has primarily focused on macro-level issues (e.g., IT capabilities related to SCM, and SCM design and optimization) and outcomes (e.g., firm performance). There has been limited research that focuses on micro-level outcomes related to employees who actually execute SCM processes in organizations. These employee-level outcomes are important because successful implementation of SCM systems and processes hinges on SCM employees’ support and commitment. I develop and test a model positing that SCM employees’ perceptions of changes in their work process characteristics, i.e., process complexity and process rigidity, following a new SCM system implementation will influence their job outcomes, i.e., job performance, job satisfaction, job anxiety, and job security, and their perceptions of process outcomes, i.e., process performance and relationship quality. The model incorporates a holistic appraisal of the extent of change—change radicalness—as a mechanism between work process characteristics and outcomes. The model is supported in three studies conducted in the context of three different SCM system implementations (N = 278, 282, and 304, respectively). In particular, I found that individuals perceived a significant change in their work process characteristics following an SCM system implementation, and changes in work process characteristics had a significant impact on job and process outcomes. These findings contribute to the information systems and operations management literatures and their intersections by offering insights on challenges related to IT-enabled SCM innovation implementation in organizations.     

Effect of Certificate of Need Law on the intensity of competition: The market for emergency care

PurposeThis article aims to contribute to the academic literature in better understanding the impact of Certificate of Need (CON) Law on Emergency Department (ED) care. Impact of CON Law on ED competition remains an unanswered empirical question.MethodsWe examine the impact of CON Law and its stringency on the intensity of competition (rivalry among competitors) between EDs measured by the Herfindahl-Hirschman Index (HHI). We then estimate the effects of CON Law on HHI by treating CON as an exogenous (endogenous) variable.FindingsOn average the CON legislation enhances ED competition. A possible reason is that the law hinders predatory behavior, and therefore acts as an effective anti-trust tool. Other findings indicate that competition is found to be positively related to a state's population size and median income and negatively related with the prevalence of employer provided insurance and magnitude of illegal immigration in a state.Practical implicationsThis article sheds some light on how political regulations could affect healthcare market and hence may provide public policy makers some insights on reducing healthcare cost.OriginalityOur analysis of the impact of CON regulation on ED competition significantly contributes to the healthcare and strategy literature. The law potentially serves as an anti-trust tool in the hands of the government. We extend the empirical literature by treating CON Law and its stringency as exogenous (endogenous). Our comprehensive analysis considers a host of control variables such as population demographics, their health status and access to health care, healthcare facilities, political environment, in addition to the CON features.     

Leaders as HR sensegivers: Four HR implementation behaviors that create strong HR systems

While the problem of the gap between espoused and implemented HR practices has been widely recognized in the past, consideration of the role that leaders, and particularly direct managers, play in implementing HRM has not been well defined. In an effort to close this gap, we argue that more attention needs to be paid to the critical role of managers, as they are the ones who shape employees' climate perceptions by interpreting and providing meaning about the intended messages of HR practices as they relate to the specific job expectations of employees. In particular, we identify four HR implementation leader behaviors for facilitating a strong HR system. We expect that when leaders verbally articulate the intended meanings and expectations, role model desired behaviors, reinforce preferred behaviors, and assess followers' interpretations of the provided meanings so that further adjustments can be made in the meaning-making process, that cohesive climate perceptions that drive a strong HR system will ensue.     

Understanding constant connectivity to work: How and for whom is constant connectivity related to employee well-being?

Over the past few decades, the widespread use of mobile work devices (MWDs: e.g., laptops and smartphones) has enabled constant connectivity to work. This study advances previous work on the effects of constant connectivity for employees by focusing on how and for whom constant connectivity might be related to employee well-being. Additionally, organizational-level antecedents of constant connectivity are investigated. This paper reports on two survey studies that a) operationalize constant connectivity and its organizational antecedents and b) investigate the relationship between constant connectivity and employee well-being. The findings demonstrate that constant connectivity is negatively related to employees' well-being due to the inability to disengage from work. Moreover, this negative association exists independently of employees' boundary preferences. The findings further suggest that perceived alignment between perceived functional, physical, and symbolic connectivity aspects of MWDs and occupational identity, susceptibility to social pressure, and the visibility of co-workers' communication practices all contribute to constant connectivity in the workplace.     

Relating focus to quality and cost in a healthcare setting

Focus in healthcare has been heralded as the next frontier in improving its efficiency and efficacy (Herzlinger 2004). Focus takes several different forms, ranging from standalone specialty centers to a hospital that places a strategic emphasis on a clinical area. We adopt this latter perspective and define focus as a disproportionate emphasis on a particular clinical area in a hospital. We use secondary data from hospitals providing cardiology care in New York State to examine the relationship between focus and performance. We develop two measures of focus. Proportional focus is defined to be the proportion of cases treated in a particular clinical specialty. Expertise focus is defined to be specific evidence that a hospital has taken action to build expertise in treating diseases in that specialty. We operationalize hospital performance along cost and quality dimensions, and we use hierarchical regression to examine the impact of focus on performance. Our results indicate that proportional focus, but not expertise focus, is associated with better cost performance. Quality performance, on the other hand, was associated only with the interaction between proportional focus and expertise focus, which means that only hospitals exhibiting higher levels of both proportional and expertise focus achieve better quality performance. These findings support the notion that not only is focus important in healthcare, but also that researchers and practitioners need to recognize that relationships are contingent on the performance and focus measures used and thus, findings may not be generalizable from one metric to another.     

Talent management and the HR function in cross-cultural mergers and acquisitions: The role and impact of bi-cultural identity

This paper examines bi-cultural talent in relation to human resource management (HRM) practices in cross-cultural merger and acquisitions (M&A). The intersection of HRM, bi-cultural talent management and cross-cultural M&A literature proposes a conceptual framework to capture the complexity of bi-cultural talent management and reveals the dominant macro-characterization of the extant HRM literature focussing on a more micro-orientated perspective. The paper develops a matrix by underlining spatial dimensions (spanning micro-aspects of the individual employee through to the macro-entity of firm and its location in the macro-national cultural context) and temporal dimensions (consisting of pre-merger, during merger and post-merger phases). This provides a template which examines the multi-level dynamics of bi-cultural talent management. The argument identifies ways in which extant cross-cultural lenses require deeper understanding of bi-cultural talent management in M&A settings. Future research directions and agendas are identified.     

THE IMPORTANCE OF BOUNDARY SPANNING ROLES IN STRATEGIC DECISION-MAKING [I]

The influence of boundary spanning roles on strategic decision-making was explored in a field study in fifteen organizations. Results support the importance of boundary spanning roles in the strategic decision-making process and the relationship of technology to the differential strategic decision-making influence of different boundary spanning roles.     

REALITIES OF HEALTH POLICY IN NORTH AMERICA: GOVERNMENT IS THE PROBLEM,NOT THE SOLUTION

Healthcare systems in North America are sometimes criticised as being expensive or socially irresponsible relative to comparable systems in OECD (Organisation for Economic Co‐operation and Development) countries or regions. These perceived health system failures are often mistakenly attributed to greater private sector involvement in the delivery of medical care or the provision of medical insurance in Canada and the USA. However, the exact nature and scope of state involvement in the healthcare sector in Canada and the USA is also often misunderstood and underestimated. This paper presents a fact‐based context for evaluating health policy in North America.