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This paper seeks to offer a strategic and socio technical analysis of the productivity of telephone call centers from the perspective of Galbraith's organizational design theory.

The paper is based on a quantitative survey of 155 call center managers in France, which benefited from extensive preparation through ten case studies.

When focusing the analysis on call centers handling only inbound calls, five main factors: the profile of the telephone operators, division of labor, goals, reward system and the technology – including automated call distribution, computer telephony integration and e‐mail – are found to be important productivity enhancers

Perceptual measures when used are based on single items.

The findings confirm the paramount impact of human resources' profile on the efficiency of call centers. As expected, automated call distribution is above all a productivity tool and should be recommended to all call centers

Division of labor is important but, beyond a personal relationship with each customer, work in call centers has a collective component, which is best reflected by the efficiency of collective rewards.

The paper provides an evaluation method of call center productivity based on a first literature review on call centers from an IS perspective. It adapts Galbraith's organizational design theory and shows that for inbound call centers, which can be considered as a group of domains or set of tasks in Galbraith's organizational design theory, people, structure, goals assigned, rewards and IT all have an impact on productivity measured with the rate of efficiency.

The purpose of this paper is to explore the concept of Cross-Functional Awareness (CFA) and to question how firm size influences the impact of ERP implementation strategies on CFA. Specifically, the paper questions whether size moderates the capability of the firm to achieve CFA.

The authors developed and empirically tested a conceptual framework using the partial least squares structural equation modeling approach. This study gathered data from a sample of 45 French SMEs and 55 French large firms.

The results show that ERP implementation strategies (flexibility, organizational vision, Business Process Re-Engineering, speed of implementation, and focus on core modules) have a direct positive relationship and, in large firms, an indirect relationship (via data quality improvement) with the emergence of CFA. The study also suggests that firm size moderates the resulting emergence of ERP-enabled CFA. The findings will help researchers understand the factors associated with ERP implementation and use that promote or inhibit successful use of ERP systems.

Similar to many published ERP surveys, the sample size is small. In addition, the authors examined CFA in the survey from the perspective of a single respondent per firm. Finally, there may be a cultural limitation linked to the respondents all being French firms.

The findings will promote a better understanding of the concept of CFA and its benefits amongst managers, leading to increased productivity and efficiency with ERP. In particular, they will help practitioners identify and manage the right factors during ERP implementations.

In the expanding world of Enterprise System research, this paper is significant in that it studies the effect of ERP implementation on CFA rather than investigating the factors affecting ERP implementation or the outcomes of ERP implementations. To the best of the knowledge, this is one of the few papers that theoretically articulates and empirically explores the concept of CFA, and tests the relationship between implementation strategy factors and CFA, including the moderating role of size in the context of ERP. The contribution shows that the firm size effect should be examined at the level of SMEs and larger firms separately, rather than at an overall level.

Teaching and learning are being transformed by digital technology, where the present generation of students, termed millennials, are more adept with the increasingly digitalised world we live in. Following this, lecturers and institutions are adapting and adopting a blended learning model across disciplines, which now commands an entire domain of research and application. However, questions remain about how ready students are for a blended learning model of instruction. The purpose of this study is to investigate students’ readiness for blended learning in a leading Malaysian private higher education institution.

This study used a non-experimental quantitative research design. Data were gathered from a sample of 274 pre-university and undergraduate students using the blended learning readiness engagement questionnaire. Data was analysed using WINSTEPS Rasch model measurement software to determine the validity and reliability of the instrument. Descriptive statistics (mean and standard deviation) scores, (logit) value of the item and (logit) value of a person was used to examine students’ readiness for a blended learning model of instruction and specifically assess their readiness based on gender, age, ethnicity and field of study.

Findings indicate that students were ready for blended learning. Further analysis indicated there were differences in students’ readiness for blended learning based on gender, age, ethnicity and field of study.

This study provides insight into students’ readiness towards blended learning in a leading Malaysian private higher education institution, discusses implications for blended learning practices and offers recommendations for future research.

This study explored students' perspectives on designing and implementing the new clinical interprofessional education (IPE) module for chronic disease management at the primary care level in the Vietnamese context.

Students from seven different university-level healthcare programmes participated in a cross-sectional survey Course Experience Questionnaire-based study. Additionally, two open-ended questions were presented to gather qualitative data, mapping student perspectives. Statistical analyses and thematic analyses were performed.

The results show that students agree with quality statements about IPE design features, such as good teaching, clear goals and standards, appropriate workload, appropriate assessment and a blended learning approach. Answers to the open-ended comments pointed out the strengths of the IPE module in providing opportunities for interprofessional learning, improving interprofessional collaboration competencies, real-life interprofessional collaboration practice and continuous feedback from tutors. Students also reported weaknesses in the IPE module, including a lack of feedback on the care plan and logistics of the IPE module.

Students positively recognise key design features of the IPE module, combining classroom activities with standardised patient simulations, clinical practice and home visits. Chronic disease management at the primary care level is a suitable context for training students to work interprofessionally. The strengths and weaknesses identified by students could help in the redesign and future implementation of the IPE module in the Vietnamese context. They could inspire practices in Southeast Asian medical education and beyond.

This paper aims to compute a measure for anti-money laundering/counter-financing of terrorism (AML/CFT) compliance and investigate its determinants.

Using the Financial Action Task Force (FATF) recommendations and assigning weights to them, the study computes a measure for AML compliance. Further, the determinants of AML compliance were investigated using ordinary least squares (OLS) data of 155 countries between 2004 and 2016.

The findings suggest that AML compliance have slightly improved over the years. Further, the OLS regression results show that technology, regulatory quality, bank concentration, trade openness and financial intelligence center significantly determined and improved AML compliance.

From the findings, it is evident that countries that wish to improve the AML compliance should focus more on technology, regulatory quality, structure of the banking sector, size of the economy and institution of financial intelligence center so as to enhance AML compliance.

To the best of the author’s knowledge, this paper reveals a first AML/CFT compliance index that measures the cross-country level of AML/CFT compliance from the year 2004 to 2016. Subsequently, this paper adopted an OLS econometric model to identify the key determinants of AML/CFT compliance among member states of FATF.

The health workforce of the 21st century has enormous challenges; health professionals need to be both experts in their field and equipped with leadership and managerial skills. These skills are not part of the regular curriculum, so specific programs bridging this gap are required. Since 2001, FAIMER®, with eight centers across the globe, has worked to create health professions education leaders through transformational learning experiences, developing a global community of practice encompassing over 40 countries. We describe the design, implementation, evaluation, and evolution of the leadership and management curriculum component of the global Institute over 15 years. The curriculum is developed and updated through practices that keep faculty and fellows connected, aligned, and learning together. The article highlights the unique features, challenges faced, and sustainability issues. With a robust mixed methods evaluation, there are substantial reasons to believe that the model works, is adaptable and replicable to meet local needs. The program is playing an important role of answering the call for training positive, strengths-based, collaborative leaders who are socially accountable and embrace the challenges for high quality equitable health care around the globe

Reports on an evaluation of the food safety behaviour of 108 consumers conducted using direct observation and temperature measurements. Finds that safe cooking practices were used by the majority of consumers, although more than half of the participants cooked well in advance of consumption and few used any method to speed the cooling of cooked food. Some consumers used potentially unsafe practices such as transporting and storing food at the wrong temperature, holding cooked food at ambient temperature for prolonged periods and inadequate re‐heating. Identifies great potential for indirect and direct cross‐contamination during the preparation of food. Notes some disparity between observed food safety behaviour and self‐reported food handling practices.

The purpose of this study was to determine if outcome bias and hindsight bias impact police performance ratings and perceptions of the likelihood and foreseeability of intimate partner homicides. In addition, the authors wished to see if taking the perspective of police mitigates any effects.

A total of 200 university students read vignettes describing an incident from a police officer’s perspective or from their own perspective. Participants also read risk assessments of the offender’s risk of committing violence. They were randomly assigned to receive either information that the offender later committed a homicide or no outcome information.

The results demonstrated an outcome bias and hindsight bias, wherein participants who received information about the homicide rated it as more likely and foreseeable and gave lower performance ratings to the police, compared to those who did not receive outcome information. Participants who took police perspective still showed this bias.

The findings indicate that people are likely to be biased in their perceptions and judgements of police performance when they know a homicide occurred. This bias seems to be difficult to overcome.

This paper provides empirical evidence to show people may be unfairly critical of police performance when a homicide is perpetrated.

Dialog files suit against ACS On 7 June 1990, Dialog Information Services filed a suit against the American Chemical Society (ACS) in the United States District Court for the District of Columbia. In its suit, Dialog charged that the Society had caused the company $50 million in lost revenues by limiting Dialog's access to information in the CAS database, by withdrawing access to previously available data, and by other monopolistic practices. It seeks recompense of $150 million, including $100 million in punitive damages, and relief from outstanding royalty claims from the ACS.