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The aim of this paper is to explore the role of Six Sigma performance measurement at both strategic and operational levels within call centres where the definition of Six Sigma is widened to include systems thinking constructs.

A two‐phase methodology is used involving two call centre cases within a call centre group. Phase 1 establishes the need for Six Sigma customer‐based measures in addition to internal performance measures and phase 2 studies the implementation of this wider set of Six Sigma performance measures.

The development and application of Six Sigma performance measures that cover both strategic and operational performance measures lead to a more sustainable approach to business improvement, rather than traditional call centre internal performance measures which may be misleading for the overall performance of the call centre.

The development of the strategic and operational, or double, DMAIC approach offers opportunities for developing wider applications in service contexts using customer‐orientated performance measures.

If call centres rely solely on internal performance measures, a misleading picture of call centre performance may be obtained. There is a need to apply Six Sigma to cover both strategic and operational performance measures.

A combined strategic and operational approach to Six Sigma has been developed which enables service‐based organisations (call centres) to develop sustainable business improvement.

IT WOULD NOT BE beyond the powers of exaggeration to claim that James Joyce is one of the greatest writers of the twentieth century. But it would be doubly difficult—difficult, even, for a star‐spangled Dubliner whose lips had been royally touched—to substantiate such a claim within the limits of a single sentence. It is true Joyce wrote a great number of pages, but he did not write a great number of books. He was a great humorist in the true Irish tradition: a savage satirist in the manner of Swift (though subtler in his technique) and a natural parodist and punster. He could perform miracles with words, and just as Wilde was a master of the epigram, so Joyce achieved endless subtleties and successes with the pun.

Given the fundamental role of public education in the foundational framework of equity and social justice leadership, as well as the demonstrated shortcomings of the current system of education, the primary goal of this chapter is to explore issues of social justice, leadership, and equity, in the context of charter schools. A corollary purpose is to build on the work of Wells, Slayton, and Scott (2002) who called on progressive supporters of charter schools and public schools to couch their arguments for democratic schooling in a call for social justice and equity as opposed to greater “liberty” for educational consumers.

Sexual crime in the Irish Free State was more than an issue of law, it carried ideological importance in a nation that legitimised itself as a beacon of Celtic Catholicism whilst struggling to maintain credibility in a contested post-colonial landscape. The nation’s police force, An Garda Síochána, had a central role in preserving the nation’s reputation for piety. This chapter explores the views of two of An Garda Síochána’s most senior officers regarding female sexuality and sexual crime; features that were to influence the level of protection and justice Ireland’s women and children were afforded under law.

The overwhelming rise of leadership learning programs and experiences within higher education merits the exploration and identification of best practices, reduction of limiting educational methodologies, and strategies for promoting efficient and effective leadership education has never been greater. This study explores the barriers inherent to leadership learning environments from the learner, environmental, and instructor perspectives. Qualitative interviews of leadership faculty members allowed for naturalistic themes to emerge. The transferable findings suggest that best teaching practices, including positive student-instructor relationships, critical reflection, adaptive leadership application within real-world settings, will have profound implications on the ever-growing field of leadership education and the development of the leadership learner.

This paper aims to present a theory of the perceived outcomes of open source software adoption for an organizational IT department.

The paper is an interpretive case study of three open source pilot projects in local government, based on interviews with IT management, IT staff, and users. Data analysis based on constructivist grounded theory is used to generate theory about the perceived organizational outcomes of open source adoption.

Open source adoption is perceived as an occasion for rapidly developing effective new business applications, even in the context of shrinking IT resources and a poor relationship between IT and the rest of the organization. IT management and staff see the potential to improve their strained relationship with users, and improve their image of themselves as product developers and explorers. Disruptive project strategies, that keep open source adoptions outside of normal resource allocation processes, are consistently associated with open source success.

While only exploratory, the case study shows that open source deployments can have a significant impact on the wider organization, up to and including the announcement of the first municipal government policy in the USA requiring that open source be considered for all future software acquisitions.

The case study offers a pathway for IT departments to achieve better perceived organizational outcomes, using fewer resources, under challenging circumstances.

The paper offers new conjectures on post‐adoption outcomes for open source researchers, and a new mechanism for IT department transformation in the information systems literature.

The health crisis in 2020 resulted in accelerated digitalization and technological innovation in higher education. However, digital technologies and innovation pose challenges and issues in pedagogy (Caputo et al., 2022). This chapter explains how to (re)design student learning experiences addressing pedagogical issues and challenges experienced by students using digital innovation. In response, we adopted design thinking allowing for a deeper understanding not just of students’ needs but also their thoughts, feelings, and overall experience. Design thinking is a user-centred problem-solving method. It starts with empathizing with users, followed by identifying the real problems, generating ideas, prototyping, and testing solutions. The design thinking method allowed engagement with students in the innovation process as the main users. Primary data were collected using interviews with students over two main waves of data collection during the health crisis in 2020 and 2021 and the post-pandemic period in 2022–2023. In total, more than 300 students from seven different programmes were engaged. For data analysis, we used thematic analysis and reflection. In analysing, we adopted a sociotechnical perspective and the nature of experience. Our findings illustrate design principles that instructors need to keep in mind while (re)designing distance (online) education to enhance the student learning experience. We discuss the practical implications of the study and how the findings can help instructors and higher education managers in innovating higher education. As digital technologies and innovation are becoming critical for teaching and learning in higher education, the findings of this study can be generalized to the post-pandemic period.

From the pioneering work of Howard Becker (1982) on jazz scenes as art worlds, to the influence of Erving Goffman (1967) on Ingrid Monson’s (1996) foundational framework for jazz ethnography, symbolic interactionist premises have already had a powerful impact on the study of jazz and popular music. Nonetheless, they still have much to contribute toward a richer and more nuanced understanding of how jazz musicians jointly improvise meaningful musical discourses. Building upon these earlier precedents, I propose that further critical elaboration of symbolic interactionist notions – including social worlds, generalized others, and facework – could hold the key to a hermeneutics of musical meaning premised upon improvisational interplay. Specifically, I propose that the internal structure of local jazz worlds or scenes, arising from distinctive modes of meaning production, gives rise to particular types of generalized other, which in turn structures the development of artists’ professional selves or personae through the dialogic internalization of durable aesthetic predispositions. From this perspective, the common stylistic commitments that make group improvisation possible and productive may begin with widely acclaimed paradigmatic performances, whose import is then encapsulated in the shared technical conceptions of artist peer circles, broadened through articulation with the consensus aesthetic principles of culture industries, and deepened by investment with the normative beliefs associated with audience identification and consumption. Ultimately, through improvisational interaction predicated on such shared paradigms, conceptions, principles, and beliefs, jazz musicians construct and project mutually compatible creative selves, whose onstage encounters with one another suggest dramaturgical processes of meaning production, which endow the interplay of their spontaneous aesthetic gestures with narrative significance.

The purpose of this paper is to identify and test technology-related critical success factors (CSFs) and its impact on trust and customer satisfaction.

This paper analyses the causal relationship that exists between technology CSFs and customer satisfaction. It also investigates the mediating role of trust between these two. For this purpose data were collected quantitatively from 349 employees working in different banks, through self-administered questionnaire. The data analysis was conducted using SPSS and AMOS software. Factor analysis was performed to extract and decide on the number of factors underlying the measured variables of interest. Structural equation modelling was then used to examine the variables and the fitness of proposed model.

The result revealed that technology CSFs positively affect customer satisfaction. Also, trust partially mediates the relationship between technology CSFs and customer satisfaction. A significant positive impact of technology CSFs on trust, and trust on customer satisfaction have also been obtained.

The significant influence that technology CSFs have on customer satisfaction and trust shows that technology-related CSFs are inevitable for the success of customer relationship management (CRM) in financial services industry, particularly banks. Policy makers of service industry in general and financial service industry in particular may benefit from the findings of this study.

Despite the plethora of research on CSFs for CRM, very limited attention has been given to testing and validating the identified CSFs. Negligible research has been conducted to investigate trust as a mediating variable in the relationship between technology CSFs and customer satisfaction. This paper, therefore, offers valuable insight into technology-related CSFs and trust with their impact on customer satisfaction.