Work Study: Volume 45 Issue 1
Table of contents
New developments in re‐engineering
Jacqueline Skehan, Brian H. KleinerRe‐engineering is the latest in a long line of performance improvement programmes with which US industry has experimented during the last decade. The radical approach taken by…
TQM ‐ a comparative approach
R.P. Mohanty, B.P. SethiCompares the scientific management, human resources and socio‐technological systems approaches to management to identify the fundamental characteristics, and limitations, of each…
Designing customer service programmes
Anna BainesCustomer service programmes are to service organizations what quality programmes are to manufacturing organizations. Providing customer service requires us to understand what our…
Supporting a dispersed workforce: a changing role for HR
Angela EdenAdvances in technology and changes in economic factors have resulted in a steady shift towards greater flexibility in working and employment patterns. Argues that this is not a…
Theft at work
John MuirThere are no reliable figures to indicate the scale of theft at work. Although many employers know a problem exists, they are either unwilling or unable to measure the real…
Helping the help desk
Ian StintonHelp desks have proliferated in recent years as effective and efficient ways of meeting the support needs of large and dispersed groups of people. One problem is that in large…
Gainsharing revisited
Shirley DanielsGainsharing systems offer the possibility of all stakeholders being equally committed to the wellbeing of an organization and sharing fairly in its success. Argues that such…