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This paper describes several approaches for implementing quality improvement initiatives to improve patient satisfaction, which enables health‐care organizations to position themselves for success in today's global and increasingly competitive environment. Specifically, measuring the views of patients, improving patient satisfaction through a community‐wide effort, and using a Six Sigma program are discussed. Each of these programs can be an effective mechanism for quality improvement. A key component to quality improvement techniques involves collaborative efforts by all health‐care professionals and managers as they seek to increase patient satisfaction.

This study aims to analyse the extent of online social responsibility (SR) information disclosure by Portuguese municipalities and to identify related determinant factors, based on Institutional Theory and Legitimacy Theories.

A content analysis was performed on webpages from 60 sampled municipalities, and an information disclosure index was created.

Descriptive statistics obtained indicate the Total Disclosure Index (TDI) value was 0.46. The Economic Information sub-category exhibits the highest value (0.66), followed by the Social and Environmental Information categories (0.61 and 0.36, respectively).

The multivariate analysis results indicate that LA21 implementation the existence of tax burdens, the characterisation of a municipality as urban and environmental/SR certification application positively influence SR information disclosure. TDI is negatively affected by the existence of an inactive population (i.e. by the percentage of individuals ≤19 and ≥65 years of age).

Emerging discourses focusing on the social, emotional, educational, and economic disadvantages identified for Australia’s First Peoples (when compared to their non-Indigenous counterparts) are becoming increasingly dissociated with an understanding of the interplay between historical and current trends in racism. In addition, it may be argued that the very construction of Western perspectives of Indigenous identity (as opposed to identities) may be deeply entwined within the undertones of the interplay between epistemological racism, and the emergence of new racism today.

This chapter shall review a substantial portion of Aboriginal and Torres Strait Islander educational research, with a particular emphasis on the acknowledgment of the impact of racism on the educational outcomes (and other life outcomes) of Aboriginal and Torres Strait Islander peoples with a focus on higher education.

This review has found that while there is evidence emerging toward the engagement of Aboriginal and Torres Strait Islander students in all forms of education, there is also considerable resistance to targeted efforts to reduce the inequities between Aboriginal and Torres Strait Islander students and all Australians (especially within the university sector). It is argued this resistance, both at the student and curriculum level, is clear evidence of preexisting epistemological mentalities and racism.

The implications of this review suggest that greater effort needs to be placed in recognizing unique Aboriginal and Torres Strait Islander experiences and perspectives, not only at the student level, but such perspectives need to be imbedded throughout the whole university environment.

This chapter focuses on creating a Torres Strait Island perspective on the research ethics and cultural protocols of Islander dance. Previous research into Torres Strait Islander cultural dance has traditionally focussed on the music and songs and rarely on the movements themselves or the cultural protocols of dance. Specifically, we explore how Islander dance from the Island of Mer (Meriam Kab) is not only created and practised but also how that information is communicated. This chapter asks the questions – how should Meriam Kab be researched? What are the protocols and processes that need to be followed? What is the role of Elders and how important is their place in the practice of dance? These questions will be explored through the cultural dances performed by the Gerib Sik Torres Strait Islander Corporation as an inroad into the significance of Meriam Kab as expressions of Meriam identity. Gerib Sik has a long tradition of cultural consultation in the development of their dances, and this chapter is co-authored by the directors. Through this writing, we hope to shine a spotlight on Meriam Kab research by illustrating the importance of the specificity of Islander identity.

The purpose of this article is to describe and analyze how three principals attempting to establish effective inclusive schools for students with disabilities identified and learned from failure, with a specific focus on how failure was used to drive school improvement efforts.

This qualitative study involved interviews and observations during one school year in an urban school district in the southwestern United States. Participants varied in their levels of experience and their perceptions about establishing inclusion in their schools. In addition, each school ranged in the length of time working toward implementing inclusion and the relative success of their reform efforts.

This study presents insights into several types of failures with a range of causation, from what we term “unnecessary failures,” to “complex coordination failures” and “trial failures.” In response to these failures, the principals in this study attempted to foster a culture of professionalism and trust by creating avenues for relationship-building that would allow teachers and staff to buy into the inclusive mission of the school. Principals also attempted to build school capacity by working to strengthen teams and pre-existing structures and to cultivate teacher-leaders that could improve communication, motivate others and effectively lead meetings that would encourage authentic collaboration.

Analyzing and learning from instances of failure is an important practice, especially for failures that are unexpected, yet much of the literature on leading from failure exists in business management scholarship, with very limited examples in the area of special education and special education school leadership.

This chapter examines the determinants of accountability practices disclosure on the websites of Malaysian local authorities, from the institutional isomorphism perspective.

A content analysis was employed to examine the websites of all local authorities in Malaysia. A modified accountability disclosure index was used to examine the extent of accountability practices disclosure on websites. Multiple regression analysis was conducted to examine the significant impact of institutional factors on the accountability practices disclosure.

The results suggest that, on average, Malaysian local authorities have disclosed 42 items (or 42%) of the accountability practices disclosure on the websites. The implementation of innovation activities, political competition and press visibility has statistically influenced the extent of accountability practices disclosure of Malaysian local authorities on the websites on the premise of coercive isomorphism.

This chapter highlights the institutional factors that influence the extent of online accountability practices disclosure of local authorities in developing countries. The findings therefore enable local authorities to explore the best possible approaches to effectively discharge accountability and to promote greater transparency through the dissemination of information on the website.

This chapter contributes to the public sector accounting literature by introducing new institutional factors that influence the disclosure practice of local authorities in Malaysia i.e. the establishment of the Integrity Unit and implementation of innovation activities under the public sector reform agenda.

Across countless generations, Aboriginal and Torres Strait Islander people have had a vision for the health and well-being of all elements of Australia and its people. This includes directions for preventing inequity, crime, environmental degradation and illness. But the paths to take – and the knowledges that exist – have long been flooded by a negative discourse about Aboriginal and Torres Strait Islander people that blames, shames and discriminates, locating over-representation in prisons and poor health and well-being as a cultural deficit, apportioned to individuals rather than the complex systems and politics of knowledge construction that surround it. Rural criminology has an opportunity to change tracks to redress the lack of cultural competence training and cultural safety planning among its workforce – the 97 percent who have the power to create change for the small and young population of Aboriginal and Torres Strait Islander people. This chapter identifies steps in the path to change and opportunities for rural criminology including identifying shared determinants of justice and health, decolonising evidence for decision-making and improving accountability including through partnerships with Aboriginal and Torres Strait Islander community leaders. This chapter asserts a freedom and confidence that emanates from decolonising methodologies, reflexivity in research and meeting aspirations of local community Elders and leaders with Aboriginal and Torres Strait Islander cultural values and strengths. ‘Next steps’ in constructing a more culturally responsive rural criminology are presented, with a summary of roles and spheres of influence to consider.

Using organization-level data, the purpose of this paper is to investigate whether and how turnover spreads at different job levels (i.e. managers, non-managers) and how vacancy rate and manager span of control precipitate continued turnover.

Organization-level longitudinal data were collected quarterly from 40 Canadian organizations on various HR metrics from 2009 to 2012, totaling 232 observations. The authors used covariate balance propensity score (CBPS) weighting to make stronger causal inferences.

The organization-level data provided limited support for turnover spreading at different job levels. Instead, vacancy rate predicted subsequent non-manager turnover rates, whereas span of control predicted subsequent manager turnover rates.

The implications of this research are twofold. First, to offset continued turnover among non-managers, it may be wise for organizations to fill vacancies promptly, particularly when unfilled positions affect job demands and resources of those who remain. Second, to minimize ongoing manager turnover, organizations may benefit from redesigning work units to have smaller manager-to-employee ratios.

This study adds to the collective turnover literature by demonstrating that organizational factors play a substantive role in predicting continued manager and non-manager turnover. Moreover, by using longitudinal data and CBPS weighting, this research allowed for establishing temporal precedence and greater confidence that these factors play a causal role. Lastly, this research highlights how the factors precipitating collective turnover differ between managers and non-managers.

This paper aims to present a detailed description of Agents for Enriching Services (AES), an agent-oriented framework that allows adapting a service in an information system. AES provides an adaptation logic that can be instantiated and extended to be useful in different domains. In previous works, we presented the adaptation mechanism of AES, which considers context aspects such as location, infrastructure; user aspects such as preferences and interests; and device aspects such as hardware and software features.

The first step was the definition of different profiles, mainly user and context profiles. Then the adaptation mechanism was defined, which considers these profiles. With this mechanism, the adaptation filters to apply them to the initial queries was specified. Finally, feedback was provided, which included implicit and explicit information from the user and the system. AES is an agent-based framework implemented in Java, using the multi-agent platform BESA and a rule-based engine Drools.

AES can be used as the starting point to adapt services by enriching them considering different stimulus whether they come from the environment, devices or user preferences.

This work was tested in an academic environment and was only applied to enhance queries by using keywords. AES uses the query mechanism implemented in the system that invokes it.

This paper focuses on: an integrated view of AES including its formal description and details about its implementation. Particularly, it includes an exhaustive and formal definition of the filters used to create the adaptation rules and three different scenarios of the application of AES to adapt content according to user and context features. Finally, a comparison analysis is presented to highlight the strengths of our framework, specially its capacity of integration with systems that require providing user- and context-oriented services.

The current era of the fourth industrial revolution has attracted significant research on the use of digital technologies in improving construction project delivery. However, less emphasis has been placed on how these digital tools will influence the management of the construction workforce. To this end, using a review of existing works, this chapter explores the fourth industrial revolution and its associated technologies that can positively impact the management of the construction workforce when implemented. Also, the possible challenges that might truncate the successful deployment of digital technologies for effective workforce management were explored. The chapter submitted that implementing workforce management-specific digital platforms and other digital technologies designed for project delivery can aid effective workforce management within construction organisations. Technologies such as cloud computing, the Internet of Things, big data analytics, robotics and automation, and artificial intelligence, among others, offer significant benefits to the effective workforce management of construction organisations. However, several challenges, such as resistance to change due to fear of job loss, cost of investment in digital tools, organisational structure and culture, must be carefully considered as they might affect the successful use of digital tools and by extension, impact the success of workforce management in the organisations.