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“People are our most important asset.” That phrase has become a virtual management mantra in recent years. In truth, however, most organizations still treat employees as an expense to be controlled instead of an asset to be developed and protected.

Customer focus and satisfaction is a key category in the Baldrige award scheme. Provides a profile of the 1994 winners in each of the three categories: manufacturing, service, and small businesses. Analyses in each case the factors that have enabled the company to score highly on customer satisfaction.

It is widely accepted that improvements in the management of employees can contribute to the competitive advantage of companies. Indeed, human resource management (HRM) holds that the success of business strategy hinges on the development of a more strategic approach to the management of labour. Training is an element which is central to any assessment of the effectiveness of HRM strategies, and it is linked to HRM in three major ways: (1) Companies become dependent on the external labour market for their skills supply if they neglect it. (2) It creates an incentive to develop complementary aspects of HRM in order to protect the company’s investment. (3)Training has a symbolic value in so far as it demonstrates to employees the value the company places on them and can thus contribute to motivation.

The librarian and researcher have to be able to uncover specific articles in their areas of interest. This Bibliography is designed to help. Volume IV, like Volume III, contains features to help the reader to retrieve relevant literature from MCB University Press' considerable output. Each entry within has been indexed according to author(s) and the Fifth Edition of the SCIMP/SCAMP Thesaurus. The latter thus provides a full subject index to facilitate rapid retrieval. Each article or book is assigned its own unique number and this is used in both the subject and author index. This Volume indexes 29 journals indicating the depth, coverage and expansion of MCB's portfolio.

The traditional role of business as essentially fulfilling a limited economic role has its articulate proponents (Milton Friedman, 1962; Theodore Levitt, 1958; Frederick Hayek, 1944). Friedman and others who see business as having a very central but limited role in society contend that the business of business is business — not social issues or politics.

Several decades of mental health research in the UK repeatedly report that people of African-Caribbean origin are more likely than other ethnic minorities, including the White majority, to be diagnosed with schizophrenia and related psychoses. Race-based inequalities in mental healthcare persist despite numerous initiatives such as the UK’s ‘Delivering Race Equality’ policy, which sought to reduce the fear of mainstream services and promote more timely access to care. Community-level engagement with members of African-Caribbean communities highlighted the need to develop culturally relevant psychosocial treatments. Family Intervention (FI) is a ‘talking treatment’ with a strong evidence-base for clinical-effectiveness in the management of psychoses. Benefits of FI include improved self-care, problem-solving and coping for both service users and carers, reducing the risk of relapse and re-hospitalisation. Working collaboratively with African-Caribbeans as ‘experts-by-experience’ enabled co-production, implementation and evaluation of Culturally adapted Family Intervention (CaFI). Our findings suggests that a community frequently labelled ‘hard-to-reach’ can be highly motivated to engage in solutions-focussed research to improve engagement, experiences and outcomes in mental health. This underscores the UK’s Mental Health Task Force’s message that ‘new ways of working’ are required to reduce the inequalities faced by African-Caribbeans and other marginalised groups in accessing mental healthcare. Although conducted in the UK (a high-income multi-cultural country), co-production of more culturally appropriate psychosocial interventions may have wider implications in the global health context. Interventions like CaFI could, for example, contribute to reducing the 75% ‘mental health gap’ between High and Low-and-Middle-Income counties reported by the World Health Organization.

I. INTRODUCTION This study attempts to extend and expand previous research conducted by the Department of Marketing at Strathclyde on the adoption and diffusion of industrial products.

The debate over ‘judicial activism’ has flourished in recent decades, but the term was in fact coined 70 years ago, by the historian Arthur Schlesinger, Jr. The legal academy has bemoaned the term as perpetually ill-defined, but can this be attributed to its equivocal beginnings on the pages of Fortune magazine? This chapter investigates the circumstances in which the term was produced and the early meanings given to it in scholarly work. It is argued that there was very little effort on the part of legal academics and political scientists to gather a consensus as to definition, or otherwise to treat the terminology with caution, before the term was wrested from the university cloisters and captured by the popular media in the mid-1960s.