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Article
Publication date: 1 December 2005

Charles Tennant and Yi‐Chieh Wu

The purpose of this research was to identify the key factors for success of business process reengineering (BPR) applications in the UK‐based companies.

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Abstract

Purpose

The purpose of this research was to identify the key factors for success of business process reengineering (BPR) applications in the UK‐based companies.

Design/methodology/approach

A questionnaire survey was used to gather primary research data from the UK‐based companies that have applied BPR to investigate the triggers for BPR, identify the main barriers, and enable the authors' to propose key factors for success.

Findings

The survey found that the main reasons for applying the technique were external competitive pressures, internal cost reduction, and productivity improvements. The main barriers to successful implementation were reported as tactical short‐term solution driven approaches, which inadequately considered the people issues, and an over reliance on IT‐based technology. It is proposed that the factors for success include adopting a strategic approach, which prioritises business processes for BPR projects. This should include the establishment of appropriate company‐wide targets and measures that emphasise continuous improvement for the long term. Finally, management needs to motivate and involve employees as a key enabler by removing their fears that BPR is really a “downsizing” exercise, and emphasising improved co‐ordination of people and technology.

Research limitations/implications

The research has limitations in that the respondent companies are UK‐based and therefore the internationalisation of the findings requires further validity.

Practical implications

The discussion and conclusions from this work are made in a practical manner.

Originality/value

Some useful primary data from the UK industry which makes the work original and of value to both academics and practising managers.

Details

The TQM Magazine, vol. 17 no. 6
Type: Research Article
ISSN: 0954-478X

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Article
Publication date: 17 July 2019

Yanyu Chen, Yi-Chieh Lin, Miao-Sui Hsu and Yi-Hsin Lin

The purpose of this paper is to build a new transformational leadership typology by demonstrating high/low degrees of group- and individual-focused transformational leader…

472

Abstract

Purpose

The purpose of this paper is to build a new transformational leadership typology by demonstrating high/low degrees of group- and individual-focused transformational leader behaviors – authentic type (high-high), group-oriented type (high-low) and individual-oriented type (low-high) – and to predict that the three types relate differently to follower responses (intention to sacrifice, cognitive trust of supervisor and affective liking).

Design/methodology/approach

This study uses an experimental scenario to generate the maximum levels of between-group variance among the three types. A total of 182 mainland Chinese full-time employees participated in the experiment.

Findings

Followers’ intention to sacrifice is equally high under the authentic, group-oriented and individual-oriented types of leadership. In addition, followers’ cognitive trust of supervisor is equally high under the authentic and group-oriented types and the lowest under the individual-oriented type. Finally, followers’ affective liking is equally high under the authentic and individual-oriented types and the lowest for the group-oriented type.

Originality/value

A new transformational leadership typology that combines high and low degrees of group- and individual-focused behaviors is established. Based on this typology, this study shows how the three types distinctively affect followers’ reactions, including intention to sacrifice, cognitive trust of supervisor and affective liking.

Details

Chinese Management Studies, vol. 14 no. 1
Type: Research Article
ISSN: 1750-614X

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Article
Publication date: 28 January 2014

Huey-Lin Lee, Ching-Cheng Chang, Yungho Weng, Sheng-Ming Hsu, Shih-Hsun Hsu and Yi-Chieh Chen

– The purpose of this paper is to assess the degree of tariff escalation in Taiwan's agriculture-related commodities and the economy-wide impact of tariff harmonization.

450

Abstract

Purpose

The purpose of this paper is to assess the degree of tariff escalation in Taiwan's agriculture-related commodities and the economy-wide impact of tariff harmonization.

Design/methodology/approach

A computable general equilibrium model of the Taiwan economy is applied to simulate for the economy-wide impact of three alternative proposals that reduce tariff rates as well as the degree of tariff escalation in agriculture-related products.

Findings

The paper shows that reduction in tariff wedge helps increase social welfare of Taiwan at the expense of some agricultural sectors. Based on the pair-wise comparisons of the three tariff reduction proposals, the scenario where the upstream products have the least reduction would have agricultural sectors fare better than in the other scenarios where more negative impact on output and employment would occur to agricultural sectors.

Originality/value

The paper assesses quantitatively the economy-wide impact of reducing tariff wedges between unprocessed and processed products, which is rarely seen in the literature using a detailed computable general equilibrium model.

Details

China Agricultural Economic Review, vol. 6 no. 1
Type: Research Article
ISSN: 1756-137X

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Article
Publication date: 18 November 2019

Ching-Ching Luo, Yi-Chieh Wang and Yang-Fei Tai

The purpose of this paper is to examine the essential abilities service employees need to deliver an exceptional service that delights customers and to identify effective methods…

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Abstract

Purpose

The purpose of this paper is to examine the essential abilities service employees need to deliver an exceptional service that delights customers and to identify effective methods to train exceptional service employees.

Design/methodology/approach

The authors conducted in-depth interviews with seven senior butlers and three human resource managers from four of the most renowned five-star hotels in Taiwan. Interviews with the two groups of participants provided good triangulation and allowed us to gain different perspectives and to obtain a more holistic understanding of the research topic.

Findings

This study systematically organized the essential abilities required to deliver delightful service into three hierarchical levels: professionalism, the ability to respond to customers’ emotions and hidden needs and build bonds with them, and the ability to deliver one-stop service. The authors propose that the most effective training method is to develop a customer-oriented service climate. Such an environment will enable service employees to be naturally molded into exceptional service personnel. Several training methods are identified to build a customer-oriented service environment within a company.

Research limitations/implications

This study focused on the staff of five-star hotels. The proposed service standards and abilities may only be applicable to high-end service providers. Furthermore, this study used only a qualitative research method (in-depth interviews) to develop a preliminary training model to foster outstanding service employees. This model can be further verified using a quantitative method and a larger number of participants in a future study.

Originality/value

This research provides contributions to the literature on delightful service and human resources management.

Details

Journal of Hospitality and Tourism Insights, vol. 2 no. 4
Type: Research Article
ISSN: 2514-9792

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