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Total quality management (TQM) is one of many new quality initiatives being introduced in the NHS to improve the quality of information and overall service quality. Out‐patient departments were targeted by the Department of Health as an area in which to start quality improvements, particularly regarding the provision of information to patients. Describes a study undertaken in a rheumatology out‐patients clinic which examined the flow of information, where information can be improved and how TQM can help improvement. Based on the hypothesis that patients′ and staff′s perceptions of information quality differ to the extent that some patients are not satisfied with information quality and this is inconsistent with a TQM approach. The quality of information was measured in three areas: sufficiency, understanding, and selectivity. A structured questionnaire was used and 80 patients and 11 staff were interviewed. Discusses differences in perceptions of information. Further research is needed to make a detailed study of information flow and to identify specific areas of information provision for improvement.

The purpose of this study is to explore the role of professional and leader identity and the maintenance of identity, through identity work as IT professionals transitioned to a permanent hybrid role. This study therefore contributes to the under-researched area of permanent transition to a hybrid role in the context of IT, where there is a requirement to enact both the professional and leader roles together.

The study utilised a longitudinal design and two qualitative methods (interviews and reflective diaries) to gather data from 17 IT professionals transitioning to hybrid roles.

The study findings reveal that IT professionals engage in an ongoing process of reconciliation of professional and leader identity as they transition to a permanent hybrid role, and they construct hybrid professional–leader identities while continuing to value their professional identity. They experience professional–leader identity conflict resulting from reluctance to reconcile both professional and leader identities. They used both integration and differentiation identity work tactics to ameliorate these tensions.

The longitudinal study design, the qualitative approaches used and the unique context of the participants provide a dynamic and deep understanding of the challenges involved in performing hybrid roles in the context of IT.

Three written scenarios, based on paediatric fever, with expected outcomes of self‐care (scenario 1), GP routine care (scenario 2) and urgent care (scenario 3), were presented to 100 nurse advisors working in NHS Direct, the 24‐hour nurse‐led telephone helpline. Nurse advisors used one of three types of computerised decision support software to determine an outcome for each scenario, and in addition offered self‐care advice. There was variation between nurses in the outcomes for each scenario: 80 per cent of nurse advisors recommended self‐care only for scenario 1, 51 per cent recommended GP routine care for scenario 2, and 88 per cent recommended urgent care for scenario 3. Similar variations were found for the self‐care advice.

In this chapter, the authors analyze current pre-service teachers’ reflections on the journals written by teachers from the nineteenth century and early twentieth century. They explore what the interchange reveals about pre-service teachers’ conceptions of teaching and the learning-to-teach process. The analysis focuses on the commonalities and differences between these groups of teachers. Findings are presented in a readers’ theater format in which recurring themes and meaning-making are expressed by voices from the past and by those who would be teachers.

Purpose – The study examines the roles of external facilitation in the internationalization process of high-tech firms.

Methodology/approach – The study elaborates on the roles of external facilitation through a case study of two small high-tech firms that took part in a partly governmentally financed facilitation program.

Findings – The study illustrates the internationalization of a high-tech firm as a process that includes actions of both the facilitating actors and the high-tech firm. It defines the primary roles of external facilitation over the facilitated internationalization process of firms.

Research limitations/implications – The internationalization was followed only during the time that the firms participated in a facilitation program. The external facilitation under study is of a program type; therefore the process followed is not a spontaneous one but the facilitation has certain planned phases. Future research should be conducted on the entire internationalization processes of these firms and on the utilization of various types of external facilitation.

Practical implications – The study shows how high-tech firms can benefit from external facilitation in their internationalization. It gives insight into how the type of the company and its background are related to the roles of external facilitation.

Originality/value – The study extends the existing research on the internationalization of small high-tech firms by focusing on the roles of external facilitation in their internationalization. There are numerous institutions and actors who aim to facilitate the internationalization of small firms, but there is a limited amount of research on the roles of these facilitators.

This article is concerned with strategies for managing the careers of women who work in paid positions in the union movement. Recently there has been some debate about the positive potential offered by the use of ICTs in a variety of areas of trade union activity. We link this to debates about the role of trade union education in developing women’s careers within trade unions by exploring the experiences of participants on a recent British Trades Union Congress (TUC) online course for women. The study suggests that the potentialities of ICTs in this sphere of trade union activity are mediated by a number of gendered constraints.

The study this chapter reports focuses on how network theory contributes to the understanding of the internationalization process of SMEs and measures the effect of network capability on performance in international trade and has three research objectives.

The first objective of the study relates to providing new insights into the international market development activities through the application of a network perspective. The chapter reviews the international business literature to ascertain the development of thought, the research gaps, and the shortcomings. This review shows that the network perspective is a useful and popular theoretical domain that researchers can use to understand international activities, particularly of small, high technology, resource-constrained firms.

The second research objective is to gain a deeper understanding of network capability. This chapter presents a model for the impact of network capability on international performance by building on the emerging literature on the dynamic capabilities view of the firm. The model conceptualizes network capability in terms of network characteristics, network operation, and network resources. Network characteristics comprise strong and weak ties (operationalized as foreign-market entry modes), relational capability, and the level of trust between partners. Network operation focuses on network initiation, network coordination, and network learning capabilities. Network resources comprise network human-capital resources, synergy-sensitive resources (resource combinations within the network), and information sharing within the network.

The third research objective is to determine the impact of networking capability on the international performance of SMEs. The study analyzes 11 hypotheses through structural equations modeling using LISREL. The hypotheses relate to strong and weak ties, the relative strength of strong ties over weak ties, and each of the eight remaining constructs of networking capability in the study. The research conducts a cross-sectional study by using a sample of SMEs drawn from the telecommunications industry in Ireland.

The study supports the hypothesis that strong ties are more influential on international performance than weak ties. Similarly, network coordination and human-capital resources have a positive and significant association with international performance. Strong ties, weak ties, trust, network initiation, synergy-sensitive resources, relational capability, network learning, and information sharing do not have a significant association with international performance. The results of this study are strong (R2=0.63 for performance as the outcome) and provide a number of interesting insights into the relations between collaboration or networking capability and performance.

This study provides managers and policy makers with an improved understanding of the contingent effects of networks to highlight situations where networks might have limited, zero, or even negative effects on business outcomes. The study cautions against the tendency to interpret networks as universally beneficial to business development and performance outcomes.

A range of educational reforms were implemented in the 1980s and 1990s. These reforms were underpinned by a fundamental assumption that education, in a similar way to any other service, can be traded as a commodity in the marketplace. This chapter identifies the shifting priorities of the state and explores the impacts of these educational reforms on the teaching profession. It traces the emergence of new forms of schools and schooling that are ostensibly part of the ongoing privatization of public education. Conclusions on future directions for both schools and the education of teachers are offered.