Karyl B. Leggio, Marilyn L. Taylor and Jana Utter
This case looks at the design and implementation of a risk management strategy. It reviews the early moves by Great Plains Energy (GPE) to establish a corporate-wide Enterprise…
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This case looks at the design and implementation of a risk management strategy. It reviews the early moves by Great Plains Energy (GPE) to establish a corporate-wide Enterprise Risk Management program. The corporate Chief Risk Officer is Andrea Bielsker. Andrea appointed Jana Utter to take charge of coordinating the design and implementation of the ERM program. Utter faces a number of challenges. She has had to first conceptualize the program given the charge by the Board of Directors, then design a process by which she identifies the risks that the corporation faces, assist in designing measures for the risks, and work with the various divisions and functional areas to put processes in place to mitigate the identified risks.
Few issues in recent times have so provoked debate and dissention within the library field as has the concept of fees for user services. The issue has aroused the passions of our…
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Few issues in recent times have so provoked debate and dissention within the library field as has the concept of fees for user services. The issue has aroused the passions of our profession precisely because its roots and implications extend far beyond the confines of just one service discipline. Its reflection is mirrored in national debates about the proper spheres of the public and private sectors—in matters of information generation and distribution, certainly, but in a host of other social ramifications as well, amounting virtually to a debate about the most basic values which we have long assumed to constitute the very framework of our democratic and humanistic society.
In the last four years, since Volume I of this Bibliography first appeared, there has been an explosion of literature in all the main functional areas of business. This wealth of…
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In the last four years, since Volume I of this Bibliography first appeared, there has been an explosion of literature in all the main functional areas of business. This wealth of material poses problems for the researcher in management studies — and, of course, for the librarian: uncovering what has been written in any one area is not an easy task. This volume aims to help the librarian and the researcher overcome some of the immediate problems of identification of material. It is an annotated bibliography of management, drawing on the wide variety of literature produced by MCB University Press. Over the last four years, MCB University Press has produced an extensive range of books and serial publications covering most of the established and many of the developing areas of management. This volume, in conjunction with Volume I, provides a guide to all the material published so far.
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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…
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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.
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Purpose: Different approaches have been applied to define and measure service quality as both a process and a performance-intensive presentation. The literature agreed that…
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Purpose: Different approaches have been applied to define and measure service quality as both a process and a performance-intensive presentation. The literature agreed that service quality assessments are essential in measuring performance, however they could only reach a partial consensus. Although the Servqual scale is the most widely known and used tool in measuring service quality, it has received various criticisms. This study presents the difficulties encountered in measuring service quality and an evaluation of the Servqual scale.
Methodology: The study provides a conceptual framework, examining the research on the subject in the literature and the criticisms of the Servqual scale. It is designed as a compilation/assessment to improve the perspectives of the interested parties by bringing together evaluations about the pros and cons of the most well-known service quality scale.
Findings: Measurement of service quality is a complex business. Although it has received various criticisms, the Servqual scale which enables the measurement of quality in the services sector is still the most frequently used measurement tool.
Practical Implications: The difficulty of defining the service and its quality, which arises from the characteristics of the services, does not eliminate the necessity of measuring the quality of the service. With this study, a conceptual framework has been provided on the subject, a collective evaluation has been made for the most widely used scale, and the ground has been prepared for improvement and development in the criticisms of the scale.
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John Y. Cousins and Marilyn F. McDougall
The development of communication skills is increasingly a keyelement in the training of staff who have a regular contact with thepublic. The Glasgow Garden Festival took place…
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The development of communication skills is increasingly a key element in the training of staff who have a regular contact with the public. The Glasgow Garden Festival took place over the summer of 1988. For the purposes of staffing the information centre, the Inverclyde Initiative chose to recruit 12 people who were registered unemployed. Training was provided for these individuals in order to prepare them for the job by improving their skills and thus their ability to perform a successful role in the Festival. Details of the design of the communication skills programme using simulations and role plays as general features are considered in the article.
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Marilyn A. Brown, Jasmine Crowe, John Lanier, Michael Oxman, Roy Richards and L. Beril Toktay
Now more than ever, climate action requires both private and public investment in building a sustainable future for all. COP26 affirmed the importance of collective action at all…
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Now more than ever, climate action requires both private and public investment in building a sustainable future for all. COP26 affirmed the importance of collective action at all scales coupled with supporting public policy to limit global warming to a 1.5-degree trajectory. This chapter outlines the process and building blocks that culminated in the launch of the Drawdown Georgia Business Compact, whose mission is to leverage the collective impact of Georgia’s business community to achieve net zero carbon emissions in the state by 2050. In bringing together companies across diverse industries, the Business Compact creates a community of practice where cross-sector collaboration accelerates Georgia’s path to actualizing COP26’s decarbonization vision while also considering ‘beyond carbon’ issues such as the economy, equity, public health, and the environment. This is a regional and voluntary approach to Sustainable Development Goal (SDG) 17 (Strengthen the means of implementation and revitalize the Global Partnership for Sustainable Development), which recognizes multi-stakeholder partnerships as important vehicles to achieve SDGs.