Quality Management: A Key Process in the Service Industries

Project management is a developing area in the service industry, as more unique and customer-tailored services are being developed. This paper presents a benchmarking research study, aimed at improving project planning capabilities in the service industry. Based on data collected from 275 project managers from several industries, including 79 from the service sector, project management strengths and weaknesses within the service industry were investigated. It was found that project managers from the service sector excel in cost and procurement planning processes, compared to project managers from other industries. On the other hand, project managers from the service sector achieve the worst score in quality management processes. Moreover, in the service industry quality management was found to have the most significant impact on project success. Hence, managers in the service sector would benefit from acquiring proper knowledge and techniques relating to quality management in the planning phase of projects. It was also found that the success level of projects performed in the service sector depends most on the qualifications of the project manager. A project manager in the service sector gets very little support from the organisation itself. Support processes should focus on the main weaknesses of the service industry, mainly ‘developing project management procedures’ and ‘increasing the extent of training of their project managers’. The paper presents and analyses strengths and weaknesses of the service industry in project planning and suggests a detailed roadmap for improvement.     

养老护理人员胜任素质指标体系构建与应用——基于396名养老护理人员的调查

随着我国人口老龄化步伐的加快,如何完善养老服务体系,提供社会化、多层次养老服务成为我国当前亟待解决的社会热点问题。提高养老护理人员素质和保障服务水平,是推进我国养老服务体系发展的关键。构建养老护理人员胜任素质指标体系,能够为政府部门制定养老护理人员培育政策及其职业生涯发展提供指导、为加强养老服务人力资源开发与管理提供科学的依据。以胜任素质模型为理论依据,运用文献回顾、行为事件访谈法编制养老护理人员调查量表,针对济南、青岛6家养老机构396名养老护理人员的问卷调查数据,采用探索性因子分析和结构方程模型,构建并检验了养老护理人员的胜任素质指标体系。研究结果表明:养老护理人员胜任素质指标体系主要由护理基本知识、照护技能、个人特质、职业道德与认同感4个维度的26项胜任素质特征构成。从每个维度的影响效应分析,影响最大的是照护技能,其后依次为护理基本知识、个人特质、职业道德与认同感。基于该指标体系,分别从完善养老护理人员的招聘选拔机制、培训机制、考核激励机制三方面提出了拓宽招聘渠道扩大招聘群体、设置合理选拨标准、加强培训内容开发、增设培训可选择方案及实景模拟评价方式等养老护理人员胜任素质提升路径。     

Assessing an electronic performance support system for the analysis of jobs and tasks

In this research project the concept of ‘Electronic Performance Support Systems’ will be introduced. An Electronic Performance Support System (EPSS) is an integrated computerised environment that supports and occasionally monitors employees while doing their jobs. In general an EPSS contains the following four components: tools (to perform a job), information (needed to do the job correctly), advice (for the difficult parts of the job) and training (to extend the employees knowledge and skills). In this study the effectiveness of an EPSS for instructional designers is reported.     

The risks and rewards of design investment

Cutbacks in design investment are often made in a time of recession because managers, when faced with competing demands, are unaware of the commercial value of such investment The research reported in this paper investigated the risks and rewards of investing in professional design expertise at a project or product level and found that such investment involves relatively low risks and can yield substantial rewards by opening up new markets and enhancing profitability However, management skills are needed to fully exploit design expertise Proper briefing of designers, regular communication between marketing, design and production, and effective project management can make the difference between success and failure     

Job profile research for the purchasing profession

The study reported in this article is based on theories about job and competence analysis and a project in which job profiles were developed that were aimed at providing a framework of reference for evaluating in‐service training programmes for purchasing professionals (professional buyers of goods and services in various sectors of the economy) provided by a training institution of an association for purchasing management. This project was commissioned as part of the permanent maintenance policy of the training institution, but also based on experience with an earlier comparable project, and concerns about test development using job profiles and related attainment targets. The study is part of a research programme on course development for professional training. Ideas about course content validation were explored and tested. The article addresses the issue of trustworthiness and uncertainty reduction in the job profile research process. It specifically looks at the methods used in job profile development and perennial research problems that are related to that, such as stratification of a professional sector, sector‐specificity of job information, formatting job profiles, and the value added of small‐scale in‐depth analyses of work processes versus large‐scale job surveys. It concludes that small‐scale, context‐related analyses of jobs adds most value, but that this is not sufficient for ensuring faith in the study results. Large‐scale surveys complement the in‐depth analyses in this respect. So using a mix of in‐depth and large‐scale methods is recommended in conducting job profile research.     

International Training and Management Development Policies and Practices of South Korean MNEs in China

International training and management development has to date received little research attention. This study aims to contribute to the international human resource management literature by empirically exploring international training and management development policies and practices for both expatriates and host‐country nationals (HCNs) of South Korean multinational enterprises (MNEs) operating in China. The data for this study were collected through in‐depth interviews with both HCN managers and expatriate managers of 10 Korean MNEs. The results show that in our sample, South Korean MNEs provide expatriates with inadequate and low‐rigor predeparture cross‐cultural training and leadership training. However, the sample MNEs provide extensive predeparture and postarrival language training and regular postarrival technical and professional training. On‐the‐job training is provided mainly to HCN production workers in order to improve productivity and work safety. Selected high‐performance HCN middle managers and employees are sent back to headquarters for training. This, however, is not regarded for career development but for rewarding good performance. The sample South Korean MNEs pay little attention to management development for both expatriates and HCNs. Consequently, this has a negative effect on employees’ organizational commitment and retention. © 2015 Wiley Periodicals, Inc.     

Unlocking the potential to influence government skills policy: a case study of the UK construction industry

Despite a series of national policy initiatives aimed at addressing skills shortages in a number of sectors, little evidence of longer‐term change is apparent. This paper examines concerns expressed by small businesses that their local views are not sought or considered when national training policies and initiatives are either being developed or being implemented, and that the investment in skills development does not appear to adequately represent their skills needs. The research was carried out on the UK construction industry, which is characterized by a small number of large contractors who employ mainly managerial and professional staff, and a large number of small, micro‐ and self‐employed firms that provide, on a subcontract basis, the majority of the industry's demand for a skilled manual workforce. The identification and delivery of vocational education and training at an industry level rests firmly on addressing the skills needs of the small and micro‐type organizations and not those of the large construction firms, although it is the voice of the larger firms that appears to dominate the skills and training development agenda. The public policy model that articulates the requirements for training and skills development in the UK is based on sector‐specific skills councils. This model is examined in relation to the construction sector by drawing upon the experiences of the South Wales region as a case study. Findings indicate that the current construction skills framework, upon which public policy is formulated and delivered, fails to adequately reflect the structure, skills and training priorities of the industry. The tensions that exist in this system are highlighted and the implications for reform of public policy articulation with regard to sector skills councils are discussed.     

Fast Track Opportunities for High Achievers? A Comparative Investigation into Career Advancement Patterns for In-House and Consultancy Practitioners

Consultancy? Or in-house department? Public relations and communication graduates usually extensively debate the “pros and cons” of the industry's two key employment options. However, to date there has been a lack of research into potential differences in required skill sets, career advancement, and promotional opportunities between these two employment types. Contrary to management research, public relations scholars have largely focused on traditional career advancement determinants, such as experience in years and gender, largely failing to embrace modern management research into career advancement. Based on the author's previous research into alternative career advancement factors, which has highlighted the importance of social competencies and networking skills for PR practitioners, this article sets out to investigate potential differences in career advancement factors and career development patterns for in-house and consultancy-based practitioners.     

高校双语教师胜任力模型的构建及应用指导

为了提高双语教学的质量,采用行为事件访谈法和问卷调查法对高校双语教师胜任力进行研究,得出四个模块、13项胜任力因素的模型结构：职业道德模块包括职业认同、责任心、奉献精神;专业知识和技能模块包括专业课程知识、相关背景知识、科研能力、驾驭课堂的能力;英语水平模块包括英语听说读写能力、专业英语水平、英语沟通能力;人格特质模块包括幽默感、感染力、亲和力。     

Workers’ Participation in Training and Import Competition: Evidence from the USA

Merging industry‐level data on imports into the NLSY79 cohort data, we examine the relationship between rising imports and the amount of time workers in the US manufacturing sector spend in training events. A simple theoretical model shows the effect of foreign competition may depend on the type of training. Controlling for both industry and individual fixed effects, we find that rising imports lead workers to spend less time in training for the purpose of career advancement. There is some evidence this effect is stronger for less educated and lower ability workers.     

Professionalising gender and development expertise: innovations in capacity‐building and credentialing

Gender training does not adequately prepare gender and development professionals (GDPs) to undertake robust gender integration of development and humanitarian assistance (D&H) policies and programmes and limits their ability to impact gender equity and equality and development overall. In particular, GDPs lack sector‐specific and applied technical skills in gender analysis and integration. These limitations undermine GDPs’ own performance and their credibility with employers and colleagues who rely on them for professional guidance in gender integration. To address these shortcomings and advance the field of gender and D&H, this note describes a new model of gender capacity‐building that introduces three innovations: (1) sector‐specific, job‐related and outcome‐based gender analysis and integration competencies, (2) a professional development capacity‐building short course based on the competencies and applications to D&H policies and programmes and (3) a professional credential that recognizes possession of these critical competencies.     

基于社会网络胜任力的职业经理人培训需求研究——从人-环境匹配视角

本文基于现有研究中对网络能力概念的设定,从动态能力理论出发,将职业经理人社会网络胜任力开发为四个构成要素,即网络前瞻能力、网络管理能力、关系优化能力和网络反馈学习能力。同时在培训需求、人-环境匹配等相关理论深入研究的基础上,从人-环境匹配角度强调了在"组织-任务-人"培训需求各层面职业经理人社会网络胜任力的作用机制。职业经理人社会网络胜任力、培训需求和人-环境匹配的分析框架的构建为相关理论和实证研究奠定理论框架。     

International work experience: Is it really accelerating the way to the management board of MNCs?

International work experience is often claimed to be a prerequisite for managers in an MNC. This paper investigates how international work experience affects those managers who reach upper echelons. Drawing on both human capital theory and elite theory, we argue that stays abroad not only have beneficial, but also adverse effects on managers’ ascent to the top. By analysing the careers of 212 management board members from Germany, we find that once a certain threshold of international work experience is exceeded, being away from home impedes managers’ long-term career advancement. However, it is not only longer stays abroad that show a negative time effect; we are also able to reveal that being in countries with high geographic and cultural distance to the home country significantly decelerates managers’ speed of being appointed to the management board. Our findings demonstrate that conflicting interests exist between MNCs and high potentials who consider an international career. We stress that these conflicts call for being solved in managerial practice.     

Capitalising on learning: an exploration of the MBA as a vehicle for developing career competencies

This article reports the findings of a study of Canadian MBA graduates that explores the skills, knowledge and capabilities which they gained from the programme within the context of a career‐competency framework. It concludes that the development of knowing‐why career competencies (relating to career values, meanings and motivations) were the most important outcome of the course for the graduates. Knowing‐how career competencies (relating to skills and job‐related knowledge) were also valued highly. Increased self‐confidence was a valuable form of career capital for the graduates, although the antecedents and consequences of this appear to be somewhat different for men and women.     

Individual career initiatives and their influence upon professional expertise development throughout the career

The present study describes the relationship between three individual predictor variables and the degree of professional expertise of higher level employees in three different career stages. Professional expertise is operationalised by means of five dimensions, i.e. knowledge, meta‐cognitive knowledge, skills, social recognition and growth and flexibility. The factors in question are: the degree of participation in social networks, the degree of participation in training and development programmes and the degree of initiatives that are taken by the individual employee to further career growth. Hypotheses have been tested with original survey data from 420 higher level employees and 224 direct supervisors. The results indicate that the focus of attention is, in general, restricted to the employee’s present contribution and to the familiar job domain. Activities aimed at enlarging the outlook are virtually non‐existent. That is to say, management is preoccupied with instrumental leadership, i.e. aimed at the here‐and‐now and less future‐oriented, instead of appropriate people management.     

A change‐recipient perspective on training during organizational change

In this paper, we examine skill‐related uncertainties among middle managers during organizational change. The question emerged from a qualitative study of two planned organizational change initiatives in the public sector where a group of middle managers were required to learn new skills because of changes in their work tasks and managerial roles. In both cases, we found that change recipients experienced two types of job‐related uncertainty in the post‐training phase: role ambiguity and operationalization uncertainty. Role ambiguity refers to challenges in understanding diverse expectations tied to the future work situation and necessary skills, whereas operationalization uncertainty refers to the challenges of putting new skills into practice. Although necessary and important, formal training was not sufficient to resolve these challenges. Rather, the change recipients engaged in informal and horizontal communication to resolve uncertainties related to new skill and role requirements.     

Training in Portuguese non‐profit organizations: the quest towards professionalization

The non‐profit sector is increasingly important, both in terms of the services rendered to society and level of employment provided. As part of a move towards the professionalization of the sector, training is seen as a vital tool for capacity building. Although the training practices of non‐profits are fairly well documented in countries like Australia, the UK and the USA, this is not so in Portugal. We provide an overview of the training practices of Portuguese non‐profit organizations, and identify indicators of professionalization that influence training investment. We find wide variation among organizations in this sector, both in terms of training provision and expenditure, and in the management practices implemented. We also find that the presence of a professional manager and formalized policies, especially those related to performance, are significantly associated with higher levels of training, suggesting that professionalization has beneficial effects on training in the non‐profit sector.     

Evaluating the contribution of competency‐based training: an enterprise perspective

The article reports the findings of a national evaluation study conducted in 1998 of the contribution of competency‐based training (CBT) to outcomes in vocational education and training in Australia. The study found that CBT has made significant contributions to employers, its main benefit being that learning can be achieved on‐the‐job. Thus the key advantage for enterprises is relevant training where relevance means ‘specific skills for specific jobs’. The conclusion is drawn that three key issues in relation to the practice of competency training in Australia need to be addressed: (i) recognition of the role of the expert practitioner in augmenting, and thus improving, CBT; (ii) recognition of the limitations of CBT with regard to the provision of knowledgeable skill; and (iii) recognition of the importance of defining learning in terms of outcomes and process.     

Employer training in Australia: current practices and concerns

This paper presents and analyses results from a research project on current trends in employer training in Australia. While the formal vocational education and training (VET) system is well‐researched, the everyday training that happens in workplaces is relatively under‐researched in Australia. Using some of the results of an employer survey undertaken in 2015, the paper describes and analyses employer‐based training across a range of industry areas. The survey included groups of questions on a range of matters, including the reasons why employers train, and how these relate to employers’ perceptions of their operating environment, and the structures they have in place to manage and organize training. Detailed data are provided about three specific forms of training: in‐house training and learning; the use that employers make of external providers of training; and employers’ use of nationally recognised training – training from the VET system. Finally the paper reports what managers said about the barriers to providing more training. The paper analyses the findings in relation to the literature and also identified changes over time in training practices in Australian companies. Implications for training policy and practice, as well as for future research, are identified.     

Training corporate managers to adopt a more autonomy‐supportive motivating style toward employees: an intervention study

Management style is treated in a variety of ways across the training and development literature. Yet few studies have tested the training‐based malleability of management style in a for‐profit, authentic work context. The present research tested whether or not training intervention would help managers adopt a more autonomy‐supportive motivating style toward employees and whether or not the employees of these managers would, in turn, show greater autonomous motivation and workplace engagement. Using an intervention‐based experimental design, 25 managers from a Fortune 500 company received training consistent with self‐determination theory on how to support the autonomy of the 169 employees they supervised. Five weeks after the managers in the experimental group participated in the training, they displayed a significantly more autonomy‐supportive managerial style than did nontrained managers in a control group. Further, the employees they supervised showed, 5 weeks later, significantly more autonomous motivation and greater workplace engagement than did employees supervised by control‐group managers. We discuss the malleability of managers' motivating styles, the benefits to employees when managers become more autonomy supportive, and recommendations for future training interventions and research.