WorldWideScience

Sample records for call center employees

  1. Challenges posed by alien culture diffusion for employees of call centers in Mumbai

    OpenAIRE

    Hegde, Sandeep

    2016-01-01

    Since the last decade, there has been a tremendous growth in the call center businesses in several metropolitan and urban cities in India. Mumbai city is no exception to this sudden boom. The call center businesses employ over 500,000 nascent employees in the age group of 18-28 yrs in Mumbai. The nature of outsourced work along with the odd working hours in this industry leads to high employee attrition in the call centers. Job satisfaction, high levels of stress, health issues, employee safe...

  2. Role stress in call centers: Its effects on employee performance and satisfaction

    NARCIS (Netherlands)

    Ruyter, de J.C.; Wetzels, M.G.M.; Feinberg, R.A.

    2001-01-01

    Call centers have become an important customer access channel as well as an important source of customer-related information. Frequently, call center employees experience role stress as a result of the conflicting demands of the company, supervisors, and customers. In this article, antecedents and

  3. The Association between Work-Related Stress and Autonomic Imbalance among Call Center Employees in Japan.

    Science.gov (United States)

    Enoki, Mamiko; Maeda, Eri; Iwata, Toyoto; Murata, Katsuyuki

    2017-12-01

    There is little epidemiological evidence linking subjective stress to objective etiologic indicators. To clarify an association between work-related stress and autonomic nervous function, we examined call center employees (167 males and 371 females) undergoing electrocardiography (ECG) at the time of annual health checkups. The questionnaire was composed of the Brief Job Stress Questionnaire based on the demand-control-support model and the Social Readjustment Rating Scale including detailed contents of home stress. The Bazett's corrected QT (QTc) interval, QT index, and heart rate were obtained from the ECG data. The male employees showed significantly higher scores of job demand, job control, and supervisor support than the female ones. In the male employees, QT index indicating the extent of autonomic imbalance and heart rate were associated with high score of supervisor support and low score of coworker support (P stress. By contrast, the female employees showed no significant links between any autonomic indicators and either work-related stress or home stress. These data suggest that work-related stress affected QT index in male employees suffering specific occupational stressors such as emotional abuse from unsatisfied customers. Specifically, supports from supervisors and coworkers were paradoxically associated with QT index, implying that supervisors may have failed to effectively support such male employees. Also, autonomic nervous function in male employees appears to be more vulnerable to work-related stress than that in female ones.

  4. Computer Vision Syndrome among Call Center Employees at Telecommunication Company in Bandung

    Directory of Open Access Journals (Sweden)

    Ghea Nursyifa

    2016-06-01

    Full Text Available Background: The occurrence of Computer Vision Syndrome (CVS at the workplace has increased within decades due to theprolonged use of computers. Knowledge of CVS is necessary in order to develop an awareness of how to prevent and alleviate itsprevalence . The objective of this study was to assess the knowledge of CVS among call center employees and to explore the most frequent CVS symptom experienced by the workers. Methods: A descriptive cross sectional study was conducted during the period of September to November 2014 at Telecommunication Company in Bandung using a questionnaire consisting of 30 questions. Out of the 30 questions/statements, 15 statements were about knowledge of CVS and other 15 questions were about the occurrence of CVS and its symptoms. In this study 125 call center employees participated as respondents using consecutive sampling. The level of knowledge was divided into 3 categories: good (76–100%, fair (75–56% and poor (<56%. The collected data was presented in frequency tabulation. Results: There was 74.4% of the respondents had poor knowledge of CVS. The most symptom experienced by the respondents was asthenopia. Conclusions: The CVS occurs in call center employees with various symptoms and signs. This situation is not supported by good knowledge of the syndrome which can hamper prevention programs.

  5. Job Characteristics and Their Implications on the Satisfaction Levels of Call Center Employees: a study on a large telecommunications company

    Directory of Open Access Journals (Sweden)

    Ana Cristina dos Anjos Grilo Pinto de Sá

    2014-12-01

    Full Text Available Standardization of answers and cost reduction efforts have provided a specific relevance to call centers in the commercial strategy of many service companies. The aim of this research is to analyze to what extent job characteristics, as identified by Hackman and Oldham (1980, are essential determinants for the level of satisfaction of the contact employee in a call center. Indeed, literature clearly suggests that job characteristics have a huge influence on employees´ work performance, their level of satisfaction, and, as a consequence, on the quality of services provided to the customers. In order to answer these questions, we have performed a case study, based on a questionnaire survey. Findings reveal that employees feel that their jobs are highly structured and that they are being closely monitored, what might worsen their performance regarding the contact with the customer, mainly in what concerns customization, flexibility and adequate answer in a single contact. In order to increase frontline employees’ performance, a proposal that enhances job autonomy and values intrinsic satisfaction is made. The research suggests the need to change the way companies view contact employee’s job, in a call center context, not always perceived and designed as strategic or determinant for customers’ satisfaction, which calls for additional institutional investment in the redesign of such job.

  6. Health issues amongst call center employees, an emerging occupational group in India.

    Science.gov (United States)

    Raja, Jeyapal Dinesh; Bhasin, Sanjiv Kumar

    2014-07-01

    Call center sector in India is a relatively new industry and one of the fastest growing sectors driving employment and growth in modern India today. While employment in the business process outsourcing (BPO) sector has meant that young adults are reaching their career milestones and financial goals much earlier than before, surveys and anecdotal evidence show that workers in the BPO sector experience high levels of stress and its related disorders, primarily due to its contemporary work settings. Safeguarding the health of youngsters employed in this new, growing economy becomes an occupational health challenge to public health specialists.

  7. Health issues amongst call center employees, an emerging occupational group in India

    Directory of Open Access Journals (Sweden)

    Jeyapal Dinesh Raja

    2014-01-01

    Full Text Available Call center sector in India is a relatively new industry and one of the fastest growing sectors driving employment and growth in modern India today. While employment in the business process outsourcing (BPO sector has meant that young adults are reaching their career milestones and financial goals much earlier than before, surveys and anecdotal evidence show that workers in the BPO sector experience high levels of stress and its related disorders, primarily due to its contemporary work settings. Safeguarding the health of youngsters employed in this new, growing economy becomes an occupational health challenge to public health specialists.

  8. Call Center Capacity Planning

    DEFF Research Database (Denmark)

    Nielsen, Thomas Bang

    in order to relate the results to the service levels used in call centers. Furthermore, the generic nature of the approximation is demonstrated by applying it to a system incorporating a dynamic priority scheme. In the last paper Optimization of overflow policies in call centers, overflows between agent......The main topics of the thesis are theoretical and applied queueing theory within a call center setting. Call centers have in recent years become the main means of communication between customers and companies, and between citizens and public institutions. The extensively computerized infrastructure...... in modern call centers allows for a high level of customization, but also induces complicated operational processes. The size of the industry together with the complex and labor intensive nature of large call centers motivates the research carried out to understand the underlying processes. The customizable...

  9. Integrating heterogeneous healthcare call centers.

    Science.gov (United States)

    Peschel, K M; Reed, W C; Salter, K

    1998-01-01

    In a relatively short period, OHS has absorbed multiple call centers supporting different LOBs from various acquisitions, functioning with diverse standards, processes, and technologies. However, customer and employee satisfaction is predicated on OHS's ability to thoroughly integrate these heterogeneous call centers. The integration was initiated and has successfully progressed through a balanced program of focused leadership and a defined strategy which includes site consolidation, sound performance management philosophies, and enabling technology. Benefits have already been achieved with even more substantive ones to occur as the integration continues to evolve.

  10. Call Forecasting for Inbound Call Center

    Directory of Open Access Journals (Sweden)

    Peter Vinje

    2009-01-01

    Full Text Available In a scenario of inbound call center customer service, the ability to forecast calls is a key element and advantage. By forecasting the correct number of calls a company can predict staffing needs, meet service level requirements, improve customer satisfaction, and benefit from many other optimizations. This project will show how elementary statistics can be used to predict calls for a specific company, forecast the rate at which calls are increasing/decreasing, and determine if the calls may stop at some point.

  11. Electoronic Performance Monitoring in Call Centers: An Ethical Decision Model

    OpenAIRE

    Perkins, David

    2013-01-01

    Ever since it emerged on a widespread basis in the 1990s, electronic performance monitoring of employees has received significant scrutiny in the literature. Call centers have been the focus of many of these studies. This particular study addresses the issue of electronic performance monitoring in call centers from an ethical perspective. The following ethical dilemma is offered: "Is it ethical for a call center manager to evaluate the performance of a call center employee using electronic pe...

  12. Blended call center with idling times during the call service

    NARCIS (Netherlands)

    Legros, Benjamin; Jouini, Oualid; Koole, Ger

    We consider a blended call center with calls arriving over time and an infinitely backlogged amount of outbound jobs. Inbound calls have a non-preemptive priority over outbound jobs. The inbound call service is characterized by three successive stages where the second one is a break; i.e., there is

  13. Performance indicators for call centers with impatience

    NARCIS (Netherlands)

    Jouini, O.; Koole, G.M.; Roubos, A.

    2013-01-01

    An important feature of call center modeling is the presence of impatient customers. This article considers single-skill call centers including customer abandonments. A number of different service-level definitions are structured, including all those used in practice, and the explicit computation of

  14. Lunar phases and crisis center telephone calls.

    Science.gov (United States)

    Wilson, J E; Tobacyk, J J

    1990-02-01

    The lunar hypothesis, that is, the notion that lunar phases can directly affect human behavior, was tested by time-series analysis of 4,575 crisis center telephone calls (all calls recorded for a 6-month interval). As expected, the lunar hypothesis was not supported. The 28-day lunar cycle accounted for less than 1% of the variance of the frequency of crisis center calls. Also, as hypothesized from an attribution theory framework, crisis center workers reported significantly greater belief in lunar effects than a non-crisis-center-worker comparison group.

  15. Call centers with a postponed callback offer

    NARCIS (Netherlands)

    B. Legros (Benjamin); S. Ding (Sihan); R.D. van der Mei (Rob); O. Jouini (Oualid)

    2017-01-01

    textabstractWe study a call center model with a postponed callback option. A customer at the head of the queue whose elapsed waiting time achieves a given threshold receives a voice message mentioning the option to be called back later. This callback option differs from the traditional ones found in

  16. Call center performance with direct response advertising

    NARCIS (Netherlands)

    M. Kiygi Calli (Meltem); M. Weverbergh (Marcel); Ph.H.B.F. Franses (Philip Hans)

    2017-01-01

    textabstractThis study investigates the manpower planning and the performance of a national call center dealing with car repairs and on the road interventions. We model the impact of advertising on the capacity required. The starting point is a forecasting model for the incoming calls, where we take

  17. Optimization of Overflow Policies in Call Centers

    DEFF Research Database (Denmark)

    Koole, G.M.; Nielsen, B.F.; Nielsen, T.B.

    2015-01-01

    . A Markov decision chain is used to determine the optimal policy. This policy outperforms considerably the ones used most often in practice, which use a fixed threshold. The present method can be used also for other call-center models and other situations where performance is based on actual waiting times...

  18. [Work-family conflict in call center].

    Science.gov (United States)

    Ghislieri, Chiara; Ricotta, Simona; Colombo, Lara

    2012-01-01

    The working environment of call centers, which have seen a significant growth in recent years, has been the subject of several studies aiming at understanding its specific dynamics, with particular attention to the possible causes of stress and discomfort. Despite the fact that the work-family conflict is considered a source of stress responsible for undermining workers' well-being, and as such has been explored in many work environments, there is still very little research specific to call centers. This study had the following aims: to explore work-family conflict perceived by call-center operators taking account of any differences related to respondents'professional and personal characteristics; to understand which demands and resources can have an impact on work-family conflict in this context. The study was carried out on a sample of 898 call center operators in a telecommunications company through the administration of a self-reporting questionnaire. Data analysis included: t-test, one-way analysis of variance, linear correlations and multiple regressions. A higher perception of work-family conflict among workers having a full-time contract was observed compared to those having part-time contracts. Multiple regression analysis identified as sources of influence on work-family conflict: emotional dissonance, uneasiness due customer dissatisfaction, workload, avoidance coping and working hours. Work-family conflict in the context studied is not particularly critical: it is in part influenced by professional and personal characteristics of respondents and primarily caused by work demands. Managerial implications are discussed, especially referred to training activities.

  19. Client-Centered Employee Assistance Services.

    Science.gov (United States)

    Bayer, Darryl Lee

    This paper addresses delivery aspects and benefits of client-centered Employee Assistance Program (EAP) services through a review of the literature and research. EAP services are described as educational and mental health services utilized to assist employees and their families to respond constructively to job, personal, interpersonal or…

  20. Call center. Centrados en el cliente

    OpenAIRE

    Leal-Alonso-de-Castañeda, José Enrique

    2003-01-01

    La empresa actual ha de estar preparada para responder al Cliente tal y como éste espera, porque no se busca un cliente puntual, sino un cliente fiel. La globalización de la economía y del acceso a los mercados exige que la empresa sea capaz de atraer al cliente no sólo con un servicio de calidad, sino además con una atención de calidad. La implantación de un Call Center (Centro de Atención al Cliente, Centro de Atención de Llamadas) constituye por todo ello una estrategia de negocio qu...

  1. Distributed scheduling to support a call center: A cooperative multiagent approach

    NARCIS (Netherlands)

    Brazier, F.M.T.; Jonker, C.M.; Jüngen, F.J.; Treur, J.

    1999-01-01

    This article describes a multiagent system architecture to increase the value of 24-hour-a day call center service. This system supports call centers in making appointments with clients on the basis ofknowledge ofemployees and their schedules. Relevant activities are scheduled for employees in

  2. Perilaku Kreatif Pekerja Call Center: Peran Komunikasi dan Dukungan Training Center

    Directory of Open Access Journals (Sweden)

    Nugroho J. Setiadi

    2013-11-01

    Full Text Available Call center business in Indonesia is growing rapidly worldwide. This condition has had repercussions for a growing number of call center workers needed. They are forced to be more creative in performing their duties. This study aims to determine the role of communication and training center in supporting the creative performance of workers in call centers. The survey was conducted by distributing questionnaires to 100 respondents (employees of the 3 major companies in the field of telecommunication services in Indonesia. Regression analysis was used to analyze the data to examine the role of communication and training support center on creative performance. The results indicated that communication and training support center significantly influence the creative behavior in call center workers. Communication quality shown in the telecommunication service provider companies, such as the media quality, simplicity of information, dissemination of information, loads of information, and accuracy of messages, has shown good quality. In addition, the training program has shown its support for call center workers in the form of program effectiveness through research and data collection, determining the materials, training methods, choosing a coach, preparing facilities, selecting and implementing the program.

  3. Comprometimento organizacional de trabalhadores de call center

    Directory of Open Access Journals (Sweden)

    Kely César Martins Paiva

    2015-09-01

    Full Text Available RESUMOO Neste artigo, analisa-se como se apresenta o comprometimento organizacional de trabalhadores de um call center, localizado em Belo (A Horizonte (Minas Gerais, Brasil. Após o delineamento conceitual UJ do tema central, são expostos os resultados de um estudo de caso descritivo, realizado com abordagens quantitativa e qualitativa. Os dados de 399 questionários e 22 entrevistas são, respectivamente, tratados estatisticamente e submetidos à análise de conteúdo. A base de comprometimento que predominou entre esses infoproletários foi "obrigação pelo desempenho" e, em menor grau, "afetiva". Foi observado que quanto maior é o seu tempo de experiência nesse tipo de organização, menores são os níveis de comprometimento de modo geral, fatos esclarecidos, parcialmente, por meio das entrevistas.

  4. Dynamic call center routing policies using call waiting and agent idle times

    NARCIS (Netherlands)

    Chan, W.; Koole, G.M.; L'Ecuyer, P.

    2014-01-01

    We study call routing policies for call centers with multiple call types and multiple agent groups. We introduce new weight-based routing policies where each pair (call type, agent group) is given a matching priority defined as an affine combination of the longest waiting time for that call type and

  5. Smart Grid Technology and Consumer Call Center Readiness

    OpenAIRE

    Schamber, Kelsey L.

    2010-01-01

    The following reasearch project deals with utility call center readiness to address customer concerns and questions about the Smart Grid and smart meter technology. Since consumer engagement is important for the benefits of the Smart Grid to be realized, the readiness and ability of utilities to answer consumer questions is an important issue. Assessing the readiness of utility call centers to address pertinant customer concerns was accomplished by calling utility call centers with Smart Grid...

  6. Call centre employees and tobacco dependence: making a difference.

    Science.gov (United States)

    Mishra, G A; Majmudar, P V; Gupta, S D; Rane, P S; Hardikar, N M; Shastri, S S

    2010-07-01

    India is known as the Business Process Outsourcing (BPO) capital of the world. Safeguarding health of millions of youngsters employed in this new growing economy is an occupational health challenge. This study was initiated in June 2007 in India with the objectives to assess the prevalence of tobacco use and study the factors responsible for initiating and continuing its use. The main aim, however, was to assess the effect of different tobacco cessation intervention strategies, thus identifying effective methods to assist these employees to quit tobacco. This is a 4-arm cluster randomized trial of 18 months duration among 646 BPO employees, working in 4 different BPO units. The employees were invited to participate in interviews following which tobacco users of each BPO were offered specific tobacco cessation interventions to assist them to quit tobacco use. The prevalence of tobacco dependence is 41%, mainly cigarette smoking. The tobacco quit rate is similar (nearly 20%) in the 3 intervention arms. Significantly higher reduction in tobacco consumption of 45% is seen in Arm 4 with the use of pharmacotherapy. BPO employees change jobs frequently, hence follow-up remains a major challenge. Inaccessibility of pharmacotherapy in the developing countries should not deter tobacco cessation efforts as good tobacco quit rates can be achieved with health education and behavioral therapy. Tobacco cessation should be an integral activity in all BPOs, so that the employees receive this service continuously and millions of our youths are protected from the hazards of tobacco.

  7. Professionals calling in lifelong learning centers

    Directory of Open Access Journals (Sweden)

    Victor Manuel Monteiro Seco

    2013-06-01

    Full Text Available Purpose: This study aims to understand how the way people see their work and the authentizotic character of their organizational climate contribute to the building of a Great Place to Work. Design/methodology/approach: This paper presents the results of a quantitative investigation that correlate the perceptions of organizational climate and the work orientations of professionals with different occupations on Portuguese lifelong education centers. Findings: The study indicates that all the core elements of an authentizotic organization contribute to explain what people potentially expect from their companies:  adequate  material  conditions  plus  a  meaningful contribution. Practical implications: The study has implications in the future for National Qualification Agency directors, education politicians and human resource managers who are responsible for providing good expectations within a healthy context of talent retention. Originality/value: The novel contribution of this paper is the finding that employee’s work orientations and authentizotic climate are related to each other in a Lifelong learning Center in the public education sector.

  8. Optimal scheduling in call centers with a callback option

    OpenAIRE

    Legros , Benjamin; Jouini , Oualid; Koole , Ger

    2016-01-01

    International audience; We consider a call center model with a callback option, which allows to transform an inbound call into an outbound one. A delayed call, with a long anticipated waiting time, receives the option to be called back. We assume a probabilistic customer reaction to the callback offer (option). The objective of the system manager is to characterize the optimal call scheduling that minimizes the expected waiting and abandonment costs. For the single-server case, we prove that ...

  9. TPMG Northern California appointments and advice call center.

    Science.gov (United States)

    Conolly, Patricia; Levine, Leslie; Amaral, Debra J; Fireman, Bruce H; Driscoll, Tom

    2005-08-01

    Kaiser Permanente (KP) has been developing its use of call centers as a way to provide an expansive set of healthcare services to KP members efficiently and cost effectively. Since 1995, when The Permanente Medical Group (TPMG) began to consolidate primary care phone services into three physical call centers, the TPMG Appointments and Advice Call Center (AACC) has become the "front office" for primary care services across approximately 89% of Northern California. The AACC provides primary care phone service for approximately 3 million Kaiser Foundation Health Plan members in Northern California and responds to approximately 1 million calls per month across the three AACC sites. A database records each caller's identity as well as the day, time, and duration of each call; reason for calling; services provided to callers as a result of calls; and clinical outcomes of calls. We here summarize this information for the period 2000 through 2003.

  10. Online scheduling policies for multiclass call centers with impatient customers

    NARCIS (Netherlands)

    Jouini, O.; Pot, S.A.; Koole, G.M.; Dallery, Y.

    2010-01-01

    We consider a call center with two classes of impatient customers: premium and regular classes. Modeling our call center as a multiclass GI / GI / s + M queue, we focus on developing scheduling policies that satisfy a target ratio constraint on the abandonment probabilities of premium customers to

  11. 47 CFR 25.284 - Emergency Call Center Service.

    Science.gov (United States)

    2010-10-01

    ... mobile satellite service to end-user customers (part 25, subparts A-D) must provide Emergency Call Center... Center personnel must determine the emergency caller's phone number and location and then transfer or otherwise redirect the call to an appropriate public safety answering point. Providers of mobile satellite...

  12. Psychological capital, work engagement and organisational commitment amongst call centre employees in South Africa

    Directory of Open Access Journals (Sweden)

    Janet C. Simons

    2013-11-01

    Research purpose: The purpose of the research was to determine the relationship between psychological capital, work engagement and organisational commitment amongst call centre employees; and further, to determine whether psychological capital and work engagement hold predictive value for the organisational commitment of call centre employees. Motivation for the study: There is a gap in research in understanding and enabling positive resource capacities in highly stressful work contexts such as call centres. Research design, approach and method: A cross-sectional survey design was used. A sample of 106 call centre employees from a South African organisation participated in the research. The measuring instruments included a demographic questionnaire, the Psychological Capital Questionnaire (PCQ, the Utrecht Work Engagement Scale (UWES and the Organisational Commitment Questionnaire (OCQ. Main findings: Significant positive relationships were found between psychological capital, work engagement and organisational commitment. The results showed work engagement as being the only significant predictor of organisational commitment. Practical/managerial implications: Call centre employers need to develop and implement workplace interventions that would increase the psychological capital of call centre employees. Contribution/value-add: The research findings will benefit both call centre employees and management. The study highlighted the importance of the role of optimism as a subdimension of psychological capital in developing work engagement and organisational commitment amongst call centre employees.

  13. Staff Scheduling for Inbound Call and Customer Contact Centers

    OpenAIRE

    Fukunaga, Alex; Hamilton, Ed; Fama, Jason; Andre, David; Matan, Ofer; Nourbakhsh, Illah

    2002-01-01

    The staff scheduling problem is a critical problem in the call center (or, more generally, customer contact center) industry. This article describes DIRECTOR, a staff scheduling system for contact centers. DIRECTOR is a constraint-based system that uses AI search techniques to generate schedules that satisfy and optimize a wide range of constraints and service-quality metrics. DIRECTOR has successfully been deployed at more than 800 contact centers, with significant measurable benefits, some ...

  14. Turnover intentions in a call center: The role of emotional dissonance, job resources, and job satisfaction.

    Directory of Open Access Journals (Sweden)

    Margherita Zito

    Full Text Available Turnover intentions refer to employees' intent to leave the organization and, within call centers, it can be influenced by factors such as relational variables or the perception of the quality of working life, which can be affected by emotional dissonance. This specific job demand to express emotions not felt is peculiar in call centers, and can influence job satisfaction and turnover intentions, a crucial problem among these working contexts. This study aims to detect, within the theoretical framework of the Job Demands-Resources Model, the role of emotional dissonance (job demand, and two resources, job autonomy and supervisors' support, in the perception of job satisfaction and turnover intentions among an Italian call center.The study involved 318 call center agents of an Italian Telecommunication Company. Data analysis first performed descriptive statistics through SPSS 22. A path analysis was then performed through LISREL 8.72 and tested both direct and indirect effects.Results suggest the role of resources in fostering job satisfaction and in decreasing turnover intentions. Emotional dissonance reveals a negative relation with job satisfaction and a positive relation with turnover. Moreover, job satisfaction is negatively related with turnover and mediates the relationship between job resources and turnover.This study contributes to extend the knowledge about the variables influencing turnover intentions, a crucial problem among call centers. Moreover, the study identifies theoretical considerations and practical implications to promote well-being among call center employees. To foster job satisfaction and reduce turnover intentions, in fact, it is important to make resources available, but also to offer specific training programs to make employees and supervisors aware about the consequences of emotional dissonance.

  15. Turnover intentions in a call center: The role of emotional dissonance, job resources, and job satisfaction.

    Science.gov (United States)

    Zito, Margherita; Emanuel, Federica; Molino, Monica; Cortese, Claudio Giovanni; Ghislieri, Chiara; Colombo, Lara

    2018-01-01

    Turnover intentions refer to employees' intent to leave the organization and, within call centers, it can be influenced by factors such as relational variables or the perception of the quality of working life, which can be affected by emotional dissonance. This specific job demand to express emotions not felt is peculiar in call centers, and can influence job satisfaction and turnover intentions, a crucial problem among these working contexts. This study aims to detect, within the theoretical framework of the Job Demands-Resources Model, the role of emotional dissonance (job demand), and two resources, job autonomy and supervisors' support, in the perception of job satisfaction and turnover intentions among an Italian call center. The study involved 318 call center agents of an Italian Telecommunication Company. Data analysis first performed descriptive statistics through SPSS 22. A path analysis was then performed through LISREL 8.72 and tested both direct and indirect effects. Results suggest the role of resources in fostering job satisfaction and in decreasing turnover intentions. Emotional dissonance reveals a negative relation with job satisfaction and a positive relation with turnover. Moreover, job satisfaction is negatively related with turnover and mediates the relationship between job resources and turnover. This study contributes to extend the knowledge about the variables influencing turnover intentions, a crucial problem among call centers. Moreover, the study identifies theoretical considerations and practical implications to promote well-being among call center employees. To foster job satisfaction and reduce turnover intentions, in fact, it is important to make resources available, but also to offer specific training programs to make employees and supervisors aware about the consequences of emotional dissonance.

  16. Leveraging Call Center Logs for Customer Behavior Prediction

    Science.gov (United States)

    Parvathy, Anju G.; Vasudevan, Bintu G.; Kumar, Abhishek; Balakrishnan, Rajesh

    Most major businesses use business process outsourcing for performing a process or a part of a process including financial services like mortgage processing, loan origination, finance and accounting and transaction processing. Call centers are used for the purpose of receiving and transmitting a large volume of requests through outbound and inbound calls to customers on behalf of a business. In this paper we deal specifically with the call centers notes from banks. Banks as financial institutions provide loans to non-financial businesses and individuals. Their call centers act as the nuclei of their client service operations and log the transactions between the customer and the bank. This crucial conversation or information can be exploited for predicting a customer’s behavior which will in turn help these businesses to decide on the next action to be taken. Thus the banks save considerable time and effort in tracking delinquent customers to ensure minimum subsequent defaulters. Majority of the time the call center notes are very concise and brief and often the notes are misspelled and use many domain specific acronyms. In this paper we introduce a novel domain specific spelling correction algorithm which corrects the misspelled words in the call center logs to meaningful ones. We also discuss a procedure that builds the behavioral history sequences for the customers by categorizing the logs into one of the predefined behavioral states. We then describe a pattern based predictive algorithm that uses temporal behavioral patterns mined from these sequences to predict the customer’s next behavioral state.

  17. [A relational database to store Poison Centers calls].

    Science.gov (United States)

    Barelli, Alessandro; Biondi, Immacolata; Tafani, Chiara; Pellegrini, Aristide; Soave, Maurizio; Gaspari, Rita; Annetta, Maria Giuseppina

    2006-01-01

    Italian Poison Centers answer to approximately 100,000 calls per year. Potentially, this activity is a huge source of data for toxicovigilance and for syndromic surveillance. During the last decade, surveillance systems for early detection of outbreaks have drawn the attention of public health institutions due to the threat of terrorism and high-profile disease outbreaks. Poisoning surveillance needs the ongoing, systematic collection, analysis, interpretation, and dissemination of harmonised data about poisonings from all Poison Centers for use in public health action to reduce morbidity and mortality and to improve health. The entity-relationship model for a Poison Center relational database is extremely complex and not studied in detail. For this reason, not harmonised data collection happens among Italian Poison Centers. Entities are recognizable concepts, either concrete or abstract, such as patients and poisons, or events which have relevance to the database, such as calls. Connectivity and cardinality of relationships are complex as well. A one-to-many relationship exist between calls and patients: for one instance of entity calls, there are zero, one, or many instances of entity patients. At the same time, a one-to-many relationship exist between patients and poisons: for one instance of entity patients, there are zero, one, or many instances of entity poisons. This paper shows a relational model for a poison center database which allows the harmonised data collection of poison centers calls.

  18. Vocal symptoms, voice activity, and participation profile and professional performance of call center operators.

    Science.gov (United States)

    Piwowarczyk, Tatiana Carvalho; Oliveira, Gisele; Lourenço, Luciana; Behlau, Mara

    2012-03-01

    To analyze the phonatory and laryngopharyngeal symptoms reported by call center operators; and quantify the impact of these symptoms on quality of life, and the association between these issues and professional performance, number of monthly calls, and number of missed workdays. Call center operators (n=157) from a billing call center completed the Vocal Signs and Symptoms Questionnaire and the Brazilian version of the Voice Activity and Participation Profile (VAPP). The company provided data regarding professional performance, average number of monthly calls, and number of missed workdays for each employee. The mean number of current symptoms (6.8) was greater in the operators than data for the general population (1.7). On average, 4.2 symptoms were attributed to occupational factors. The average number of symptoms did not correlate with professional performance (P=0.571). However, fewer symptoms correlated with decreased missed workdays and higher mean monthly call figures. The VAPP scores were relatively low, suggesting little impact of voice difficulties on call center operator's quality of life. However, subjects with elevated VAPP scores also had poorer professional performance. The presence of vocal symptoms does not necessarily relate to decreased professional performance. However, an association between higher vocal activity limitation and participation scores and poorer professional performance was observed. Copyright © 2012 The Voice Foundation. Published by Mosby, Inc. All rights reserved.

  19. Non-linguistic analysis of call center conversations

    CERN Document Server

    Kopparapu, Sunil Kumar

    2014-01-01

    The book focuses on the part of the audio conversation not related to language such as speaking rate (in terms of number of syllables per unit time) and emotion centric features. This text examines using non-linguistics features to infer information from phone calls to call centers. The author analyzes 'how' the conversation happens and not 'what' the conversation is about by audio signal processing and analysis.

  20. Using poison center exposure calls to predict methadone poisoning deaths.

    Directory of Open Access Journals (Sweden)

    Nabarun Dasgupta

    Full Text Available PURPOSE: There are more drug overdose deaths in the Untied States than motor vehicle fatalities. Yet the US vital statistics reporting system is of limited value because the data are delayed by four years. Poison centers report data within an hour of the event, but previous studies suggested a small proportion of poisoning deaths are reported to poison centers (PC. In an era of improved electronic surveillance capabilities, exposure calls to PCs may be an alternate indicator of trends in overdose mortality. METHODS: We used PC call counts for methadone that were reported to the Researched Abuse, Diversion and Addiction-Related Surveillance (RADARS® System in 2006 and 2007. US death certificate data were used to identify deaths due to methadone. Linear regression was used to quantify the relationship of deaths and poison center calls. RESULTS: Compared to decedents, poison center callers tended to be younger, more often female, at home and less likely to require medical attention. A strong association was found with PC calls and methadone mortality (b=0.88, se=0.42, t=9.5, df=1, p<0.0001, R(2 =0.77. These findings were robust to large changes in a sensitivity analysis assessing the impact of underreporting of methadone overdose deaths. CONCLUSIONS: Our results suggest that calls to poison centers for methadone are correlated with poisoning mortality as identified on death certificates. Calls received by poison centers may be used for timely surveillance of mortality due to methadone. In the midst of the prescription opioid overdose epidemic, electronic surveillance tools that report in real-time are powerful public health tools.

  1. Turnover intentions in a call center: The role of emotional dissonance, job resources, and job satisfaction

    Science.gov (United States)

    Zito, Margherita; Molino, Monica; Cortese, Claudio Giovanni; Ghislieri, Chiara; Colombo, Lara

    2018-01-01

    Background Turnover intentions refer to employees’ intent to leave the organization and, within call centers, it can be influenced by factors such as relational variables or the perception of the quality of working life, which can be affected by emotional dissonance. This specific job demand to express emotions not felt is peculiar in call centers, and can influence job satisfaction and turnover intentions, a crucial problem among these working contexts. This study aims to detect, within the theoretical framework of the Job Demands-Resources Model, the role of emotional dissonance (job demand), and two resources, job autonomy and supervisors’ support, in the perception of job satisfaction and turnover intentions among an Italian call center. Method The study involved 318 call center agents of an Italian Telecommunication Company. Data analysis first performed descriptive statistics through SPSS 22. A path analysis was then performed through LISREL 8.72 and tested both direct and indirect effects. Results Results suggest the role of resources in fostering job satisfaction and in decreasing turnover intentions. Emotional dissonance reveals a negative relation with job satisfaction and a positive relation with turnover. Moreover, job satisfaction is negatively related with turnover and mediates the relationship between job resources and turnover. Conclusion This study contributes to extend the knowledge about the variables influencing turnover intentions, a crucial problem among call centers. Moreover, the study identifies theoretical considerations and practical implications to promote well-being among call center employees. To foster job satisfaction and reduce turnover intentions, in fact, it is important to make resources available, but also to offer specific training programs to make employees and supervisors aware about the consequences of emotional dissonance. PMID:29401507

  2. Staffing to Maximize Profit for Call Centers with Impatient and Repeat-Calling Customers

    Directory of Open Access Journals (Sweden)

    Jun Gong

    2015-01-01

    Full Text Available Motivated by call center practice, we study the optimal staffing of many-server queues with impatient and repeat-calling customers. A call center is modeled as an M/M/s+M queue, which is developed to a behavioral queuing model in which customers come and go based on their satisfaction with waiting time. We explicitly take into account customer repeat behavior, which implies that satisfied customers might return and have an impact on the arrival rate. Optimality is defined as the number of agents that maximize revenues net of staffing costs, and we account for the characteristic that revenues are a direct function of staffing. Finally, we use numerical experiments to make certain comparisons with traditional models that do not consider customer repeat behavior. Furthermore, we indicate how managers might allocate staffing optimally with various customer behavior mechanisms.

  3. No Call for Action? Why There Is No Union (Yet in Philippine Call Centers

    Directory of Open Access Journals (Sweden)

    Niklas Reese

    2013-01-01

    Full Text Available This contribution presents findings from a qualitative study which focused on young urban professionals in the Philippines who work(ed in international call centers – workplaces usually characterized by job insecurity and other forms of precarity, factory-like working conditions, and disembeddedness. Nevertheless, trade unions in these centers have not come into existence. Why collective action is not chosen by call center agents as an option to tackle the above mentioned problems – this is what the research project this article is based on tried to understand. After outlining some workrelated problems identified by Filipino call center agents, the article will focus on the strategies the agents employ to counter these problems (mainly accommodation and everyday resistance. By highlighting five objective and five subjective reasons (or reasons by circumstances and reasons by framing, we conclude that it is not repressive regulation policies, but rather the formative power and the internalization of discourses of rule within individual life strategies that are preventing the establishment of unions and other collective action structures.

  4. Erlang C Formula and its Use in the Call Centers

    Directory of Open Access Journals (Sweden)

    Erik Chromy

    2011-01-01

    Full Text Available This paper deals with calculation of important parameters of the Call Center using the Erlang C formula and then results are verified through simulations. Erlang C formula is defined as a function of two variables: the number of agents N and the load A. On the base of their values it is possible to determine the probability PC, that the incoming call will not be served immediately, but it will have to wait in the waiting queue. Simulations satisfy the assumption of Markov models.

  5. Prazer e sofrimento entre os trabalhadores de Call Center

    Directory of Open Access Journals (Sweden)

    Carolina Scolari

    2009-12-01

    Full Text Available Os conceitos de Taylor foram fundamentais para o desenvolvimento industrial no século XX. Ainda hoje, seus ensinamentos estão presentes em diversos ramos da economia, inclusive, no setor de call center. Call center é uma estrutura que visa ao atendimento de clientes com a utilização de um terminal de computador e de um aparelho telefônico. Esse setor sofreu grande expansão e, em 2006, foi responsável pela geração de 60 mil empregos diretos, tornando-se uma forma de contato e negócios atrativa para empresas do ramo público e privado. O objetivo deste artigo foi analisar as vivências de prazer e sofrimento no trabalho entre os operadores de call centers. Foi realizada uma pesquisa qualitativa, estratégia de estudo de caso e método de análise dos dados, análise de conteúdo. Como resultados, foram elaboradas algumas categorias finais, entre elas as mediações no trabalho, analisada no presente artigo sob o referencial teórico da psicodinâmica do trabalho.

  6. Psychophysiological effects of emotional display rules and the moderating role of trait anger in a simulated call center.

    Science.gov (United States)

    Rohrmann, Sonja; Bechtoldt, Myriam N; Hopp, Henrik; Hodapp, Volker; Zapf, Dieter

    2011-07-01

    In customer interactions, emotional display rules typically prescribe service providers to suppress negative emotions and display positive ones. This study investigated the causal impact of these emotional display rules on physiological indicators of workers' stress and performance. Additionally, the moderating influence of personality was examined by analyzing the impact of trait anger. In a simulated call center, 82 females were confronted with a complaining customer and instructed to react either authentically and show their true emotions or to "serve with a smile" and hide negative emotions. Increases in diastolic blood pressure and heart rates were higher in the smile condition, while verbal fluency was lower. Trait anger moderated the effects on diastolic blood pressure and observer ratings' of participants' professional competence, suggesting more negative effects for high trait anger individuals. Findings imply that emotional display rules may increase call center employees' strain and that considering employees' personality may be crucial for precluding health and performance impairments among call center workers.

  7. Using Semantic Similarity In Automated Call Quality Evaluator For Call Centers

    Directory of Open Access Journals (Sweden)

    Ria A. Sagum

    2015-08-01

    Full Text Available Conversation between the agent and client are being evaluated manually by a quality assurance officer QA. This job is only one of the responsibilities being done by a QA and particularly eat ups a lot of time for them which lead to late evaluation results that may cause untimely response of the company to concerns raised by their clients. This research developed an application software that automates and evaluates the quality assurance in business process outsourcing companies or customer service management implementing sentence similarity. The developed system includes two modules speaker diarization which includes transcription and question and answer extraction and similarity checker which checks the similarity between the extracted answer and the answer of the call center agent to a question. The system was evaluated for Correctness of the extracted answers and accurateness of the evaluation for a particular call. Audio conversations were tested for the accuracy of the transcription module which has an accuracy of 27.96. The Precision Recall and F-measure of the extracted answer was tested as 78.03 96.26 and 86.19 respectively. The Accuracy of the system in evaluating a call is 70.

  8. An Employee-Centered Care Model Responds to the Triple Aim: Improving Employee Health.

    Science.gov (United States)

    Fox, Kelly; McCorkle, Ruth

    2018-01-01

    Health care expenditures, patient satisfaction, and timely access to care will remain problematic if dramatic changes in health care delivery models are not developed and implemented. To combat this challenge, a Triple Aim approach is essential; Innovation in payment and health care delivery models is required. Using the Donabedian framework of structure, process, and outcome, this article describes a nurse-led employee-centered care model designed to improve consumers' health care experiences, improve employee health, and increase access to care while reducing health care costs for employees, age 18 and older, in a corporate environment.

  9. Health care employee perceptions of patient-centered care.

    Science.gov (United States)

    Balbale, Salva Najib; Turcios, Stephanie; LaVela, Sherri L

    2015-03-01

    Given the importance of health care employees in the delivery of patient-centered care, understanding their unique perspectives is essential for quality improvement. The purpose of this study was to use photovoice to evaluate perceptions and experiences around patient-centered care among U.S. Veterans Affairs (VA) health care employees. We asked participants to take photographs of salient features in their environment related to patient-centered care. We used the photographs to facilitate dialogue during follow-up interviews. Twelve VA health care employees across two VA sites participated in the project. Although most participants felt satisfied with their work environment and experiences at the VA, they identified several areas for improvement. These included a need for more employee health and wellness initiatives and a need for enhanced opportunities for training and professional growth. Application of photovoice enabled us to learn about employees' unique perspectives around patient-centered care while engaging them in an evaluation of care delivery. © The Author(s) 2014.

  10. Sleep Quality of Call Handlers Employed in International Call Centers in National Capital Region of Delhi, India.

    Science.gov (United States)

    Raja, J D; Bhasin, S K

    2016-10-01

    Call center sector in India is a relatively new and fast growing industry driving employment and growth in modern India today. Most international call centers in National Capital Region (NCR) of Delhi operate at odd work hours corresponding to a time suitable fortheir international customers. The sleep quality of call handlers employed in these call centers is in jeopardy owing to their altered sleep schedule. To assess the sleep quality and determine its independent predictors among call handlers employed in international call centers in NCR of Delhi. A cross-sectional questionnaire-based study was conducted on 375 call handlers aged 18-39 years employed in international call centers in NCR of Delhi. Sleep quality was assessed using Athens Insomnia scale along with a pre-tested, structured questionnaire. The mean age of respondents was 24.6 (SD 2.4) years. 78% of participants were male. 83.5% of respondents were unmarried. 44.3% of call handlers were cigarette smokers. Physical ailments were reported by 37% call handlers. 77.6% of call handlers had somesuspicion of insomnia or suspected insomnia; the rest had no sleep problem. Smoking, poor social support, heavy workload, lack of relaxation facility at office, and prolonged travel time to office were independent predictors of sleep quality (pSafeguarding their health becomes an occupational health challenge to public health specialists.

  11. Calls to Poison Centers for hookah smoking exposures.

    Science.gov (United States)

    Retzky, Sandra S; Spiller, Henry A; Callahan-Lyon, Priscilla

    2018-06-01

    Over the past decade, smoking behaviors have changed in the US. Hookah or waterpipe smoking is increasing, especially among youth and young adults. Social media sites describe the "hookah high" or "buzz", which may be related to nicotine, carbon monoxide, or other inhalants in hookah smoke. Most important is the risk of carbon monoxide poisoning. Case reports include a high number of victims presenting with loss of consciousness from either syncope or seizures. Anaphylaxis and a very rare respiratory hypersensitivity reaction, acute eosinophilic pneumonia, have also been reported from hookah smoking in previously healthy young adults. This article provides background information on hookah smoking, describes hookah-induced acute injuries that could precipitate poison center calls, and offers suggestions for exposure characterization.

  12. Creating a vision for your medical call center.

    Science.gov (United States)

    Barr, J L; Laufenberg, S; Sieckman, B L

    1998-01-01

    MCC technologies and applications that can have a positive impact on managed care delivery are almost limitless. As you determine your vision, be sure to have in mind the following questions: (1) Do you simply want an efficient front end for receiving calls? (2) Do you want to offer triage services? (3) Is your organization ready for a fully functional "electronic physician's office?" Understand your organization's strategy. Where are you going, not only today but five years from now? That information is essential to determine your vision. Once established, your vision will help determine what you need and whether you should build or outsource. Vendors will assist in cost/benefit analysis of their equipment, but do not lose sight of internal factors such as "prior inclination" costs in the case of a nurse triage program. The technology is available to take your vision to its outer reaches. With the projected increase in utilization of call center services, don't let your organization be left behind!

  13. Staffing a call center with uncertain non-stationary arrival rate and flexibility

    NARCIS (Netherlands)

    Liao, S.; van Delft, C.; Jouini, O.; Koole, G.M.

    2012-01-01

    We consider a multi-period staffing problem in a single-shift call center. The call center handles inbound calls, as well as some alternative back-office jobs. The call arrival process is assumed to follow a doubly non-stationary stochastic process with a random mean arrival rate. The inbound calls

  14. Inbound Call Centers and Emotional Dissonance in the Job Demands - Resources Model.

    Science.gov (United States)

    Molino, Monica; Emanuel, Federica; Zito, Margherita; Ghislieri, Chiara; Colombo, Lara; Cortese, Claudio G

    2016-01-01

    employees in coping with emotional labor and to promote well-being in inbound call centers. In detail, results showed the need to improve training programs in order to enhance employees' emotion regulation skills, and to introduce human resource practices aimed at clarifying emotional requirements of the job.

  15. An Equity Centered Management Approach to Exploiting Sport Employee Productivity

    OpenAIRE

    Schneider, Robert C.

    2017-01-01

    A primary goal ofsport organizations is to exploit employees’ abilities to their fullestcapacities. Sport managers who successfully maximize employee productivity willgreatly increase the chances of achieving the organization’s goals andobjectives. The full potential of sport employees’ abilities can be realizedthrough the application of the equity component grounded in Adam’s EquityTheory (Adams, 1963). Centered on the premise that the relationship betweensport manager and employer must be o...

  16. BUSINESS MODELS FOR EXTENDING OF 112 EMERGENCY CALL CENTER CAPABILITIES WITH E-CALL FUNCTION INSERTION

    Directory of Open Access Journals (Sweden)

    Pop Dragos Paul

    2010-12-01

    Full Text Available The present article concerns present status of implementation in Romania and Europe of eCall service and the proposed business models regarding eCall function implementation in Romania. eCall system is used for reliable transmission in case of crush between In Vehicle System and Public Service Answering Point, via the voice channel of cellular and Public Switched Telephone Network (PSTN. eCall service could be initiated automatically or manual the driver. All data presented in this article are part of researches made by authors in the Sectorial Contract Implementation study regarding eCall system, having as partners ITS Romania and Electronic Solution, with the Romanian Ministry of Communication and Information Technology as beneficiary.

  17. Effects of People-oriented Leadership and Subordinate Employability on Call Center Withdrawal Behaviors

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    Federico R. León

    2018-03-01

    Full Text Available Call-center employees are prone to lateness, absenteeism, and turnover because their jobs are low-wage, low-skill, and provoke high levels of stress. Thus, considerate supervisors achieve from them better performance and reduced turnover. This study tested in a Peruvian call center (N = 255 various hypotheses concerned with the effects of people-oriented leadership on withdrawal behaviors, their moderation by subordinate perceived employability, and the nature of the relationships between withdrawal behaviors. The evidence revealed independence of uncertified absenteeism from turnover intention, negative effects of people-oriented leadership on subordinate turnover intention regardless of subordinate level of employability, and leadership x employability crossover interactive effects on subordinate uncertified absenteeism. Since people-oriented supervision is associated with increased absenteeism among highly employable subordinates and decreased absenteeism among low-employability workers, the effects cancel each other. Thus, there is a need for understanding the underlying determinants as a pre-condition to deriving practical recommendations.

  18. Percepcja stylu kierowania przełożonego a zadowolenie z pracy wśród pracowników call center.

    OpenAIRE

    Drzewiecka, Magda

    2010-01-01

    The purpose of this article was to find the answer to the question whether gender and leadership style are related to job satisfaction among call center employees. 105 participants (74 women and 31 men) aged 19-52 years filled out Work Description Inventory, Mood at Workplace Questionnaire and Style of Leadership Questionnaire (based on theoretical 3D model by Reddin). Results show that only one leadership style dimension "concern for people" influences call center employees’ cognitive and em...

  19. Relationship Between Healthy Life Style and Work-Related Factors Among Call Center Workers

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    Loreta Gustainienė

    2012-11-01

    Full Text Available Health-related issues are becoming very popular both in the broad spheres of the society and in organizations. Taking care of employee health helps the employer with maintaining and improving organizational effectiveness. The aim of the study was to identify and assess the relationship between the Five-Factor Wellness Model and work-related factors such as interpersonal conflicts, organizational constraints, workload, work-family conflict, decision latitude, transformational leadership, psychological job characteristics and perceived organizational support. The subjects of the study were 177 employees of a call center. Healthy lifestyle was measured applying a Five-Factor Wellness questionnaire (Myers, Sweeney 2005b. Physical symptoms, interpersonal conflicts, organizational constraints and workload were measured using respective scales designed by Spector and Jex (2007. Decision latitude was measured employing Karasek (1985 questionnaire. Work-family conflict was measured referring to a subscale of negative work-home interaction (Geurts et al. 2005. A transformational leadership style was measured using General Scale of transformational leadership (Carless et al. 2000. Perceived organizational support was measured using a short version of Perceived Organizational Support scale (Eisenberger et al. 1986. Research findings show that healthy lifestyle as measured by the Five-Factor Wellness Model was predicted by lower work-family conflict, whereas physical symptoms - by marked work-family conflict, decision latitude and gender (female.

  20. Sleep Quality of Call Handlers Employed in International Call Centers in National Capital Region of Delhi, India

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    JD Raja

    2016-10-01

    suspicion of insomnia or suspected insomnia; the rest had no sleep problem. Smoking, poor social support, heavy workload, lack of relaxation facility at office, and prolonged travel time to office were independent predictors of sleep quality (p<0.05. Conclusion: Call handlers have to compromise upon their sleep owing to the contemporary work settings in call centers. Safeguarding their health becomes an occupational health challenge to public health specialists.

  1. Inbound Call Centers and Emotional Dissonance in the Job Demands – Resources Model

    Science.gov (United States)

    Molino, Monica; Emanuel, Federica; Zito, Margherita; Ghislieri, Chiara; Colombo, Lara; Cortese, Claudio G.

    2016-01-01

    practical implications useful both to support employees in coping with emotional labor and to promote well-being in inbound call centers. In detail, results showed the need to improve training programs in order to enhance employees’ emotion regulation skills, and to introduce human resource practices aimed at clarifying emotional requirements of the job. PMID:27516752

  2. Inbound Call Centers and Emotional Dissonance in the Job Demands – Resources Model

    Directory of Open Access Journals (Sweden)

    Monica Molino

    2016-07-01

    . Suggestions for organizations and practitioners emerged in order to identify practical implications useful both to support employees in coping with emotional labor and to promote well-being in inbound call centers. In detail, results showed the need to improve training programs in order to enhance employees’ emotion regulation skills, and to introduce human resource practices aimed at clarifying emotional requirements of the job.

  3. Outsourcing your medical practice call center: how to choose a vendor to ensure regulatory compliance.

    Science.gov (United States)

    Johnson, Bill

    2014-01-01

    Medical practices receive hundreds if not thousands of calls every week from patients, payers, pharmacies, and others. Outsourcing call centers can be a smart move to improve efficiency, lower costs, improve customer care, ensure proper payer management, and ensure regulatory compliance. This article discusses how to know when it's time to move to an outsourced call center, the benefits of making the move, how to choose the right call center, and how to make the transition. It also provides tips on how to manage the call center to ensure the objectives are being met.

  4. [Emotional well-being and discomfort at work in call center].

    Science.gov (United States)

    Emanuel, Federica; Colombo, Lara; Ghislieri, Chiara

    2014-01-01

    The theme of well-being and discomfort at work has attracted increasing interest in recent years. The present study, according to Job Demands-Resources model (JD-R), inquires the effects of personal (optimism, internal locus of control) and organizational resources (job autonomy, supervisors and colleagues support) and general (work-to-family conflict, workload) and context specific demands (emotional dissonance) on emotional well-being and discomfort at work in call centre employees. This research was conducted through an online questionnaire, composed by measures present in scientific literature, filled out individually by call center agents (N = 507) of the same telecommunication firm. Data analysis (PASW 18) provides: descriptive statistics, correlations and multiple regressions. Personal and organizational resources improve emotional well-being at work, except for colleagues support. Optimism and supervisors support reduce emotional discomfort at work. Among organizational demands, work-family conflict and emotional dissonance increase emotional discomfort at work and, to a lesser extent, reduce the emotional well-being at work. The results, according to theoretical model, highlight the different role of demands and resources on emotional well-being and discomfort at work. The results suggest organizational politics and investments to promote emotional well-being at work, in particular training program to support emotional skills, training for supervisors, increasing job autonomy and support to work-family balance.

  5. A Partial Swot Analysis of the Turkish Bank Call Centers: The Actual and the Assumed Weaknesses

    OpenAIRE

    ÖZKAN, Ahmet Hakan

    2014-01-01

    The bank call centers of Turkey are seen as a tool of perceiving the threats and evaluating opportunities in the SWOT analysis. By the way they are evaluated as a factor of strength. However, the weaknesses of the call centers which must be taken into account in a SWOT analysis, are so various that they cannot be ignored. The weaknesses of the call centers are elaborated with this research. The ways the call centers harm the corporations or the ways they might harm are revised.

  6. Information systems performance evaluation, introducing a two-level technique: Case study call centers

    Directory of Open Access Journals (Sweden)

    Hesham A. Baraka

    2015-03-01

    The objective of this paper was to introduce a new technique that can support decision makers in the call centers industry to evaluate, and analyze the performance of call centers. The technique presented is derived from the research done on measuring the success or failure of information systems. Two models are mainly adopted namely: the Delone and Mclean model first introduced in 1992 and the Design Reality Gap model introduced by Heeks in 2002. Two indices are defined to calculate the performance of the call center; the success index and the Gap Index. An evaluation tool has been developed to allow call centers managers to evaluate the performance of their call centers in a systematic analytical approach; the tool was applied on 4 call centers from different areas, simple applications such as food ordering, marketing, and sales, technical support systems, to more real time services such as the example of emergency control systems. Results showed the importance of using information systems models to evaluate complex systems as call centers. The models used allow identifying the dimensions for the call centers that are facing challenges, together with an identification of the individual indicators in these dimensions that are causing the poor performance of the call center.

  7. Queueing System with Heterogeneous Customers as a Model of a Call Center with a Call-Back for Lost Customers

    OpenAIRE

    Dudin, Sergey; Kim, Chesoong; Dudina, Olga; Baek, Janghyun

    2013-01-01

    A multiserver queueing system with infinite and finite buffers, two types of customers, and two types of servers as a model of a call center with a call-back for lost customers is investigated. Type 1 customers arrive to the system according to a Markovian arrival process. All rejected type 1 customers become type 2 customers. Type r, r=1,2, servers serve type r customers if there are any in the system and serve type r′, r′=1,2,  r′≠r, customers if there are no type r customers in the system....

  8. EMS call center models with and without function differentiation: a comparison

    NARCIS (Netherlands)

    van Buuren, M.; Kommer, G.J.; van der Mei, R.D.; Bhulai, Sandjai

    2017-01-01

    In pre-hospital health care the call center plays an important role in the coordination of emergency medical services (EMS). An EMS call center handles inbound requests for EMS and dispatches an ambulance if necessary. The time needed for triage and dispatch is part of the total response time to the

  9. The Effect of Organizational Size on Sport Centers' Employees Burnout.

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    ATHANASIOS KOUSTELIOS

    2009-01-01

    Full Text Available Organizational size and its relation with burnout were examined among 163 sport centres employees in Greece. Findings showed that there is a significant difference on employees' burnout between small and large sport organizations. Particularly, it was found that employees in small sport organizations experienced lower level of Emotional Exhaustion (p<.05 and higher level of Personal Accomplishment (p<.005.

  10. Transforming trauma healthcare delivery in rural areas by use of an integrated call center.

    Science.gov (United States)

    Agrawal, Deepak

    2012-01-01

    There is poor penetration of trauma healthcare delivery in rural areas. On the other hand, mobile penetration in India is now averaging 80% with most families having access to mobile phone. The aim of this study was to assess the implementation and socioeconomic impact of a call center in providing healthcare delivery for patients with head and spinal injuries. This was a prospective observational study carried out over a 6-month period at a level I trauma Center in New Delhi, India. A nine-seater call center was outsourced to a private company and the hospital's electronic medical records were integrated with the call-center operations. The call center was given responsibility of maintaining appointments and scheduling clinics for the whole hospital as well as ensuring follow-up visits. Trained call-center staff handled simple patient queries and referred the rest via email to concerned doctors. A telephonic survey was done prior to the start of call-center operations and after 3 months to assess for user satisfaction. The initial cost of outsourcing the call center was Rs 1.6 lakhs (US$ 4000), with a recurring cost of Rs 80,000 (US$ 2000) per month. A total of 484 patients were admitted in the department of Neurosurgery during the study period. Of these, 63% (n=305) were from rural areas. Patients' overall experience for clinic visits improved markedly following implementation of call center. Patient satisfaction for follow-up visits increased from a mean of 32-96%. Ninety-five percent patients reported a significant decrease in waiting time in clinics 80.4% reporting improved doctor-patient interaction. A total of 52 visits could be postponed/cancelled for patients living in far flung areas resulting in major socioeconomic benefits to these families. As shown by our case study, call centers have the potential to revolutionize delivery of trauma healthcare to rural areas in an extremely cost-effective manner.

  11. Calling line managers in employee continuous professional development in South East Asia

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    Anubama Ramachandra

    2011-11-01

    Full Text Available Purpose: The paper aims to study the relationship of Line Managers’ (LMs Human Resource (HR role and its facets within employee’s Continuous Professional Development (CPD.Design/methodology/approach: A quantitative approach using 100 questionnaires were distributed to line managers in a South East Asia with a response rate of 87%.Findings: Results depict that LMs are actively involved in Strategic Partner, Employee Champion, and Change Agent roles. Study also shows that these three HR roles correlate with employee CPD. LMs’ are neither involved in Administrative Expert role, nor it correlates with employee Continuous Professional Development.Research limitations: Inability of the line managers to be fully involved with the four HR roles constraints the process of line manager deployment of HR roles specifically to employee CPD.Practical implications: Argues that the importance of strategic partner, employee champion, and change agent roles are the most important barrier and enabler of employee CPD, thus indirectly promoting organizational success and productivity.Social implications: Highlights the difficulties of managing organisations by getting the line managers directly involve in the development of employee CPD. Many line managers have to be made and given opportunities to develop their capabilities on this platform. Contends that HR can help an organization to succeed, provided that all line managers understand their roles, work together and take responsibility for their contribution. In addition is the adoption of the HR roles for the smooth delivery of HR functions which aligns with the overall organizational success.Originality/value: Specific HR roles are significant importance to the development of employee CPD within the setting of this South East Asian organization.

  12. Psychological capital, job demands and organisational commitment of employees in a call centre in Durban, South Africa

    Directory of Open Access Journals (Sweden)

    Kreshona Pillay

    2014-12-01

    Research purpose: This study investigated the relationship between psychological capital, job demands and organisational commitment and intended to determine whether psychological capital and job demands predict call centre employees’ organisational commitment. Motivation for the study: The study aimed to explore potential links between psychological capital, job demands and organisational commitment of call centre employees. It is premised on previous research that call centre job demands may be related to commitment to the organisation. Research approach, design and method: This cross-sectional study sampled 117 call centre employees from Durban, South Africa, and used a biographical questionnaire, psychological capital questionnaire, the job-demands-resources scale and the organisational commitment questionnaire to collect data. Main findings: Findings indicated a statistically significant relationship between psychological capital and work overload, as well as a practically and statistically significant relationship (medium effect between psychological capital and continuance organisational commitment. The results showed that psychological capital has predictive value for continuance organisational commitment. Practical/managerial implications: Psychological capital has predictive value for continuance organisational commitment. Organisations can develop initiatives to enhance positive psychological states and address this relationship. Contribution: The findings could be beneficial to management and employees in considering ways to boost psychological capital in order to improve organisational commitment.

  13. Video calls from lay bystanders to dispatch centers - risk assessment of information security.

    Science.gov (United States)

    Bolle, Stein R; Hasvold, Per; Henriksen, Eva

    2011-09-30

    Video calls from mobile phones can improve communication during medical emergencies. Lay bystanders can be instructed and supervised by health professionals at Emergency Medical Communication Centers. Before implementation of video mobile calls in emergencies, issues of information security should be addressed. Information security was assessed for risk, based on the information security standard ISO/IEC 27005:2008. A multi-professional team used structured brainstorming to find threats to the information security aspects confidentiality, quality, integrity, and availability. Twenty security threats of different risk levels were identified and analyzed. Solutions were proposed to reduce the risk level. Given proper implementation, we found no risks to information security that would advocate against the use of video calls between lay bystanders and Emergency Medical Communication Centers. The identified threats should be used as input to formal requirements when planning and implementing video calls from mobile phones for these call centers.

  14. Calls to Florida Poison Control Centers about mercury: Trends over 2003-2013.

    Science.gov (United States)

    Gribble, Matthew O; Deshpande, Aniruddha; Stephan, Wendy B; Hunter, Candis M; Weisman, Richard S

    2017-11-01

    The aim of this analysis was to contrast trends in exposure-report calls and informational queries (a measure of public interest) about mercury to the Florida Poison Control Centers over 2003-2013. Poison-control specialists coded calls to Florida Poison Control Centers by substance of concern, caller demographics, and whether the call pertained to an exposure event or was an informational query. For the present study, call records regarding mercury were de-identified and provided along with daily total number of calls for statistical analysis. We fit Poisson models using generalized estimating equations to summarize changes across years in counts of daily calls to Florida Poison Control Centers, adjusting for month. In a second stage of analysis, we further adjusted for the total number of calls each day. We also conducted analyses stratified by age of the exposed. There was an overall decrease over 2003-2013 in the number of total calls about mercury [Ratio per year: 0.89, 95% CI: (0.88, 0.90)], and calls about mercury exposure [Ratio per year: 0.84, 95% CI: (0.83, 0.85)], but the number of informational queries about mercury increased over this time [Ratio per year: 1.15 (95% CI: 1.12, 1.18)]. After adjusting for the number of calls of that type each day (e.g., call volume), the associations remained similar: a ratio of 0.88 (95% CI: 0.87, 0.89) per year for total calls, 0.85 (0.83, 0.86) for exposure-related calls, and 1.17 (1.14, 1.21) for informational queries. Although, the number of exposure-related calls decreased, informational queries increased over 2003-2013. This might suggest an increased public interest in mercury health risks despite a decrease in reported exposures over this time period. Copyright © 2017 Elsevier Inc. All rights reserved.

  15. Always Be Closing: Experiencing and theorizing time and wage in a UK call center

    OpenAIRE

    Pitts, Frederick

    2015-01-01

    This article reports the author's experience of working in telesales. Through a call center, the case study company sells home improvements. The article describes the everyday organizational life of the telesales unit. Using this autoethnographic experience, the article analyses the organization of work-timein call centers. In particular, the article probes how commission constitutes a form of piece-wage. This piece-wage assists the manipulation of working hours. It does so by masking their e...

  16. A note on profit maximization and monotonicity for inbound call centers

    NARCIS (Netherlands)

    Koole, G.M.; Pot, S.A.

    2011-01-01

    We consider an inbound call center with a fixed reward per call and communication and agent costs. By controlling the number of lines and the number of agents, we can maximize the profit. Abandonments are included in our performance model. Monotonicity results for the maximization problem are

  17. Training Opportunities and Employee Exhaustion in Call Centres: Mediation by Psychological Contract Fulfilment

    Science.gov (United States)

    Chambel, Maria Jose; Castanheira, Filipa

    2012-01-01

    The aim of this study is to analyse psychological contract fulfilment as a mechanism through which training affects stress in call centres. The hypotheses were tested on a sample of 412 call centre operators, using structural equation modelling to analyse their survey responses. Our results demonstrated that training is negatively related to…

  18. Health Care Employee Perceptions of Patient-Centered Care: A Photovoice Project

    Science.gov (United States)

    Balbale, Salva Najib; Turcios, Stephanie; LaVela, Sherri L.

    2015-01-01

    Given the importance of health care employees in the delivery of patient-centered care, understanding their unique perspective is essential for quality improvement. The purpose of this study was to use photovoice to evaluate perceptions and experiences around patient-centered care among Veterans Affairs (VA) health care employees. We asked participants to take photographs of salient features in their environment related to patient-centered care. We used the photographs to facilitate dialogue during follow-up interviews. Twelve VA health care employees across two VA sites participated in the project. Although most participants felt satisfied with their work environment and experiences at the VA, several areas for improvement were identified. These included a need for more employee health and wellness initiatives and a need for enhanced opportunities for training and professional growth. Application of photovoice enabled us to learn about employees' unique perspectives around patient-centered care while engaging them in an evaluation of care delivery. PMID:25274626

  19. High call volume at poison control centers: identification and implications for communication.

    Science.gov (United States)

    Caravati, E M; Latimer, S; Reblin, M; Bennett, H K W; Cummins, M R; Crouch, B I; Ellington, L

    2012-09-01

    High volume surges in health care are uncommon and unpredictable events. Their impact on health system performance and capacity is difficult to study. To identify time periods that exhibited very busy conditions at a poison control center and to determine whether cases and communication during high volume call periods are different from cases during low volume periods. Call data from a US poison control center over twelve consecutive months was collected via a call logger and an electronic case database (Toxicall®).Variables evaluated for high call volume conditions were: (1) call duration; (2) number of cases; and (3) number of calls per staff member per 30 minute period. Statistical analyses identified peak periods as busier than 99% of all other 30 minute time periods and low volume periods as slower than 70% of all other 30 minute periods. Case and communication characteristics of high volume and low volume calls were compared using logistic regression. A total of 65,364 incoming calls occurred over 12 months. One hundred high call volume and 4885 low call volume 30 minute periods were identified. High volume periods were more common between 1500 and 2300 hours and during the winter months. Coded verbal communication data were evaluated for 42 high volume and 296 low volume calls. The mean (standard deviation) call length of these calls during high volume and low volume periods was 3 minutes 27 seconds (1 minute 46 seconds) and 3 minutes 57 seconds (2 minutes 11 seconds), respectively. Regression analyses revealed a trend for fewer overall verbal statements and fewer staff questions during peak periods, but no other significant differences for staff-caller communication behaviors were found. Peak activity for poison center call volume can be identified by statistical modeling. Calls during high volume periods were similar to low volume calls. Communication was more concise yet staff was able to maintain a good rapport with callers during busy call periods

  20. Fluid approximation analysis of a call center model with time-varying arrivals and after-call work

    Directory of Open Access Journals (Sweden)

    Yosuke Kawai

    2015-12-01

    Full Text Available Important features to be included in queueing-theoretic models of the call center operation are multiple servers, impatient customers, time-varying arrival process, and operator’s after-call work (ACW. We propose a fluid approximation technique for the queueing model with these features by extending the analysis of a similar model without ACW recently developed by Liu and Whitt (2012. Our model assumes that the service for each quantum of fluid consists of a sequence of two stages, the first stage for the conversation with a customer and the second stage for the ACW. When the duration of each stage has exponential, hyperexponential or hypo-exponential distribution, we derive the time-dependent behavior of the content of fluid in each stage of service as well as that in the waiting room. Numerical examples are shown to illustrate the system performance for the cases in which the input rate and/or the number of servers vary in sinusoidal fashion as well as in adaptive ways and in stationary cases.

  1. Transforming trauma healthcare delivery in rural areas by use of an integrated call center

    Directory of Open Access Journals (Sweden)

    Deepak Agrawal

    2012-01-01

    Full Text Available Introduction: There is poor penetration of trauma healthcare delivery in rural areas. On the other hand, mobile penetration in India is now averaging 80% with most families having access to mobile phone. Aims and Objectives: The aim of this study was to assess the implementation and socioeconomic impact of a call center in providing healthcare delivery for patients with head and spinal injuries. Materials and Methods: This was a prospective observational study carried out over a 6-month period at a level I trauma Center in New Delhi, India. A nine-seater call center was outsourced to a private company and the hospital′s electronic medical records were integrated with the call-center operations. The call center was given responsibility of maintaining appointments and scheduling clinics for the whole hospital as well as ensuring follow-up visits. Trained call-center staff handled simple patient queries and referred the rest via email to concerned doctors. A telephonic survey was done prior to the start of call-center operations and after 3 months to assess for user satisfaction. Results: The initial cost of outsourcing the call center was Rs 1.6 lakhs (US$ 4000, with a recurring cost of Rs 80,000 (US$ 2000 per month. A total of 484 patients were admitted in the department of Neurosurgery during the study period. Of these, 63% (n=305 were from rural areas. Patients′ overall experience for clinic visits improved markedly following implementation of call center. Patient satisfaction for follow-up visits increased from a mean of 32-96%. Ninety-five percent patients reported a significant decrease in waiting time in clinics 80.4% reporting improved doctor-patient interaction. A total of 52 visits could be postponed/cancelled for patients living in far flung areas resulting in major socioeconomic benefits to these families. Conclusions: As shown by our case study, call centers have the potential to revolutionize delivery of trauma healthcare to

  2. Transforming trauma healthcare delivery in rural areas by use of an integrated call center

    Science.gov (United States)

    Agrawal, Deepak

    2012-01-01

    Introduction: There is poor penetration of trauma healthcare delivery in rural areas. On the other hand, mobile penetration in India is now averaging 80% with most families having access to mobile phone. Aims and Objectives: The aim of this study was to assess the implementation and socioeconomic impact of a call center in providing healthcare delivery for patients with head and spinal injuries. Materials and Methods: This was a prospective observational study carried out over a 6-month period at a level I trauma Center in New Delhi, India. A nine-seater call center was outsourced to a private company and the hospital's electronic medical records were integrated with the call-center operations. The call center was given responsibility of maintaining appointments and scheduling clinics for the whole hospital as well as ensuring follow-up visits. Trained call-center staff handled simple patient queries and referred the rest via email to concerned doctors. A telephonic survey was done prior to the start of call-center operations and after 3 months to assess for user satisfaction. Results: The initial cost of outsourcing the call center was Rs 1.6 lakhs (US$ 4000), with a recurring cost of Rs 80,000 (US$ 2000) per month. A total of 484 patients were admitted in the department of Neurosurgery during the study period. Of these, 63% (n=305) were from rural areas. Patients’ overall experience for clinic visits improved markedly following implementation of call center. Patient satisfaction for follow-up visits increased from a mean of 32-96%. Ninety-five percent patients reported a significant decrease in waiting time in clinics 80.4% reporting improved doctor-patient interaction. A total of 52 visits could be postponed/cancelled for patients living in far flung areas resulting in major socioeconomic benefits to these families. Conclusions: As shown by our case study, call centers have the potential to revolutionize delivery of trauma healthcare to rural areas in an

  3. Electronic Cigarette Exposure: Calls to Wisconsin Poison Control Centers, 2010–2015.

    Science.gov (United States)

    Weiss, Debora; Tomasallo, Carrie D; Meiman, Jon G; Creswell, Paul D; Melstrom, Paul C; Gummin, David D; Patel, Disa J; Michaud, Nancy T; Sebero, Heather A; Anderson, Henry A

    2016-12-01

    E-cigarettes are battery-powered devices that deliver nicotine and flavorings by aerosol and have been marketed in the United States since 2007. Because e-cigarettes have increased in popularity, toxicity potential from device misuse and malfunction also has increased. National data indicate that during 2010–2014, exposure calls to US poison control centers increased only 0.3% for conventional cigarette exposures, whereas calls increased 41.7% for e-cigarette exposures. We characterized cigarette and e-cigarette exposure calls to the Wisconsin Poison Center January 1, 2010 through October 10, 2015. We compared cigarette and e-cigarette exposure calls by exposure year, demographic characteristics, caller site, exposure site, exposure route, exposure reason, medical outcome, management site, and level of care at a health care facility. During January 2010 to October 2015, a total of 98 e-cigarette exposure calls were reported, and annual exposure calls increased approximately 17-fold, from 2 to 35. During the same period, 671 single-exposure cigarette calls with stable annual call volumes were reported. E-cigarette exposure calls were associated with children aged ≤5 years (57/98, 58.2%) and adults aged ≥20 years (30/98, 30.6%). Cigarette exposure calls predominated among children aged ≤5 years (643/671, 95.8%). The frequency of e-cigarette exposure calls to the Wisconsin Poison Center has increased and is highest among children aged ≤5 years and adults. Strategies are warranted to prevent future poisonings from these devices, including nicotine warning labels and public advisories to keep e-cigarettes away from children.

  4. Emotional labor and dysmenorrhea in women working in sales and call centers.

    Science.gov (United States)

    Cho, In-Jung; Kim, Hyunjoo; Lim, Sinye; Oh, Sung-Soo; Park, Sungjin; Kang, Hee-Tae

    2014-01-01

    This study was conducted to investigate the association between emotional labor and dysmenorrhea among women working in sales and call centers in Seoul, South Korea. Working women in sales jobs and call centers in Seoul were interviewed face-to-face by well-trained interviewers. In total, 975 participants were analyzed in the final model. Emotional labor was measured using a constructed questionnaire with two components: an emotive effort component with three questions and an emotive dissonance component with five questions. To examine the association between emotional labor and dysmenorrhea, chi-squared tests and logistic regression were applied. The prevalence of dysmenorrhea among sales workers and call center workers were 43.0% and 61.1%, respectively. The adjusted odds ratios (OR) of emotive effort and emotive dissonance for dysmenorrhea in call center workers were 1.88 (95% confidence interval [CI], 1.07-3.28) and 1.72 (95% CI, 1.13-2.63), respectively. The adjusted OR of emotive effort and emotive dissonance for dysmenorrhea in sales workers were 1.71 (95% CI, 0.92-3.16) and 1.15 (95% CI, 0.67-1.98), respectively. Emotional labor was found to be associated with dysmenorrhea in call center workers. Further studies to investigate other factors, such as management strategies and the relationship between emotional labor and dysmenorrhea, are needed to support interventions to prevent dysmenorrhea that will further promote the quality of health and life of working women.

  5. Stretching and joint mobilization exercises reduce call-center operators' musculoskeletal discomfort and fatigue

    Directory of Open Access Journals (Sweden)

    Denise Helena de Castro Lacaze

    2010-01-01

    Full Text Available AIM: We sought to evaluate musculoskeletal discomfort and mental and physical fatigue in the call-center workers of an airline company before and after a supervised exercise program compared with rest breaks during the work shift. INTRODUCTION: This was a longitudinal pilot study conducted in a flight-booking call-center for an airline in São Paulo, Brazil. Occupational health activities are recommended to decrease the negative effects of the call-center working conditions. In practice, exercise programs are commonly recommended for computer workers, but their effects have not been studied in call-center operators. METHODS: Sixty-four call-center operators participated in this study. Thirty-two subjects were placed into the experimental group and attended a 10-min daily exercise session for 2 months. Conversely, 32 participants were placed into the control group and took a 10-min daily rest break during the same period. Each subject was evaluated once a week by means of the Corlett-Bishop body map with a visual analog discomfort scale and the Chalder fatigue questionnaire. RESULTS: Musculoskeletal discomfort decreased in both groups, but the reduction was only statistically significant for the spine and buttocks (p=0.04 and the sum of the segments (p=0.01 in the experimental group. In addition, the experimental group showed significant differences in the level of mental fatigue, especially in questions related to memory Rienzo, #181ff and tiredness (p=0.001. CONCLUSIONS: Our preliminary results demonstrate that appropriately designed and supervised exercise programs may be more efficient than rest breaks in decreasing discomfort and fatigue levels in call-center operators.

  6. NIH Employee Invention Report (EIR) | NCI Technology Transfer Center | TTC

    Science.gov (United States)

    NIH researchers must immediately contact their Laboratory or Branch Chief and inform him or her of a possible invention, and then consult with your NCI TTC Technology Transfer Manager about submitting an Employee Invention Report (EIR) Form. | [google6f4cd5334ac394ab.html

  7. A workplace modified duty program for employees in an oncology center.

    Science.gov (United States)

    Soteriades, Elpidoforos S

    2017-01-01

    Workplace modified duty programs may provide reasonable accommodations to employees who have partial temporary job disability and could work on duty accommodations until they fully recover. However, little is known about the implementation barriers and effectiveness of such programs. This study is aimed at evaluating the implementation of a modified duty program for employees in an oncology center. A modified duty program for employees working at the Bank of Cyprus Oncology Center, a non profit organization with 200 employees located in the Republic of Cyprus was evaluated based on the health records of the occupational medicine department. Employees' participation in the program was 3%. A total of 12 employees participated (6 each year). The participants were all women and the mean participation period was 21.6 days (range 10 - 65 days). The two most frequent reasons for a modified duty assignment were pregnancy and back pain. Employees were assigned either on limited duties or on a combination of limited duties and reduced work hours. Employees reported being very satisfied with their participation based on a follow-up narrative oral assessment. The small participation rate does not allow for advanced statistical analyses. Further studies from larger organizations are urgently needed to evaluate the effectiveness of modified duty programs. The development of a legal framework for such modified duty programs in Cyprus as well as internationally may promote their implementation in order to facilitate the effective management of temporary partial job disability for the benefit of both employees and businesses.

  8. Trends in types of calls managed by U.S. poison centers 2000-2015.

    Science.gov (United States)

    Anderson, Bruce D; Seung, Hyunuk; Klein-Schwartz, Wendy

    2017-12-05

    The number of cases reported to poison centers has decreased since 2008 but there is evidence that the complexity of calls is increasing. The objectives are to evaluate national poison center data for trends in reason and how these changes effect management site, medical outcomes, and poison center workload. Data regarding reason, age, management site, and medical outcome were extracted from annual reports of the National Poison Data System from 2000 to 2015. The proportion of cases by year were determined for unintentional and intentional exposures. Analysis of data from a single poison center from 2005 to 2015 compared the number of interactions between poison center staff and callers for unintentional versus intentional reasons. Trend analyses found that from 2000 to 2015 the percent of unintentional cases decreased (from 85.9 to 78.4%, p Poison centers are managing more intentional exposures and fewer unintentional exposures. Intentional exposures require more poison center staff expertise and time. Looking only at poison center total call volume may not be an adequate method to gauge productivity.

  9. Display rules versus display autonomy: emotion regulation, emotional exhaustion, and task performance in a call center simulation.

    Science.gov (United States)

    Goldberg, Lori Sideman; Grandey, Alicia A

    2007-07-01

    "Service with a smile" is satisfying for the customer, but such display rules may be costly to the employee and the organization. Most previous research on such costs has used self-reported and cross-sectional designs. The authors use an experimental approach to test tenets of resource depletion theories; specifically, whether the self-regulation of emotions required by display rules depletes energy and attentional resources during a service encounter. Using a call center simulation with three "customer" interactions, the authors found that participants given positive display rules (e.g., be enthusiastic and hide frustration) reported more postsimulation exhaustion and made more errors on the order form compared to those with display autonomy. Customer hostility during one of the calls also increased exhaustion overall and the number of errors during that specific call, though proposed interactions with display rules were not supported. Surface-level emotion regulation, but not deep-level, was the mechanism for the energy depletion effect of display rules, while display rules had a direct effect on performance decrements. Theoretical and practical implications for display rules as part of job requirements are discussed. Copyright 2007 APA

  10. Analytical Call Center Model with Voice Response Unit and Wrap-Up Time

    Directory of Open Access Journals (Sweden)

    Petr Hampl

    2015-01-01

    Full Text Available The last twenty years of computer integration significantly changed the process of service in a call center service systems. Basic building modules of classical call centers – a switching system and a group of humans agents – was extended with other special modules such as skills-based routing module, automatic call distribution module, interactive voice response module and others to minimize the customer waiting time and wage costs. A calling customer of a modern call center is served in the first stage by the interactive voice response module without any human interaction. If the customer requirements are not satisfied in the first stage, the service continues to the second stage realized by the group of human agents. The service time of second stage – the average handle time – is divided into a conversation time and wrap-up time. During the conversation time, the agent answers customer questions and collects its requirements and during the wrap-up time (administrative time the agent completes the task without any customer interaction. The analytical model presented in this contribution is solved under the condition of statistical equilibrium and takes into account the interactive voice response module service time, the conversation time and the wrap-up time.

  11. Stressful Demands or Helpful Guidance? The Role of Display Rules in Indian Call Centers

    Science.gov (United States)

    Little, Laura M.; Nelson, Debra L.; Quade, Matthew J.; Ward, Andrew

    2011-01-01

    This paper utilizes conservation of resources (COR) theory and two of Hofstede's (1980) dimensions of culture (individualism and power distance) to examine the impact of display rules on job satisfaction and performance in an Indian call center sample. Contrary to findings in an American sample (Wilk & Moynihan, 2005), we proposed that due to…

  12. Employee health benefit redesign at the academic health center: a case study.

    Science.gov (United States)

    Marshall, Julie; Weaver, Deirdre C; Splaine, Kevin; Hefner, David S; Kirch, Darrell G; Paz, Harold L

    2013-03-01

    The rapidly escalating cost of health care, including the cost of providing health care benefits, is a significant concern for many employers. In this article, the authors examine a case study of an academic health center that undertook a complete redesign of its health benefit structure to control rising costs, encourage use of its own provider network, and support employee wellness. With the implementation in 2006 of a high-deductible health plan combined with health reimbursement arrangements and wellness incentives, the Penn State Hershey Medical Center (PSHMC) was able to realize significant cost savings and increase use of its own network while maintaining a high level of employee satisfaction. By contracting with a single third-party administrator for its self-insured plan, PSHMC reduced its administrative costs and simplified benefit choices for employees. In addition, indexing employee costs to salary ensured that this change was equitable for all employees, and the shift to a consumer-driven health plan led to greater employee awareness of health care costs. The new health benefit plan's strong focus on employee wellness and preventive health has led to significant increases in the use of preventive health services, including health risk assessments, cancer screenings, and flu shots. PSHMC's experience demonstrates the importance of clear and ongoing communication with employees throughout--before, during, and even after--the process of health benefit redesign.

  13. A study on call/contact centers' inbound and outbound management process in Mexico

    Directory of Open Access Journals (Sweden)

    Luis Felipe Llanos Reynoso

    2016-12-01

    Full Text Available One challenge related to contact center management involves determining which process best serves customers, inbound or outbound. Such decisions impact the number of service agents available for operations, affecting costs. The size of the call centers market worldwide is estimated to reach $337 billion dollars by 2018. This industry employs 670,000 people in Mexico. A series of equations for calculating the difference in the number of service agents required by the two processes is determined using the direct demo method. Developed theorems and corollary may help simplify decision-making processes. The findings demonstrate that the number of agents required for both processes depends on the percentage of customers served at each location and on service agent occupation rates. The study recommends some best practices to the Mexican call center industry in order to improve its profits and quality within the inbound outbound services.

  14. Sistema de gestión de continuidad de negocio de Call Center

    OpenAIRE

    Ortega Moreno, Ángel

    2016-01-01

    Sistema de gestió de continuitat de negoci per call centers basat en la Iso 22301 Business continuity is part of the unavailability risk management of critical business processes for an organization. It provides coverage for all assets that support the above business processes, that means, all those assets without which it would be impossible to carry out the tasks and phases through which pass the business processes within the defined scope. Within the management of busi...

  15. STRESSFUL SITUATIONS IN THE WORK OF A MULTIPROFILE PEDIATRIC MEDICAL FACILITY'S CALL CENTER

    Directory of Open Access Journals (Sweden)

    I. M. Spivak

    2015-01-01

    Full Text Available Stressful situations in the work of a pediatric medical facility's call center are associated with patients' violation of social communication norms and aggressive behavior, as well as the operator's professional/maternal conflict. The following psychological resources facilitate better stress resistance of operators: self-confidence, mature and rational attitude, personal activity, inner satisfaction, optimism, emotional breadth and emotional colleague support. 

  16. Employee attitudes towards aggression in persons with dementia: Readiness for wider adoption of person-centered frameworks.

    Science.gov (United States)

    Burshnic, V L; Douglas, N F; Barker, R M

    2018-04-01

    Person-centered care, as compared to standard approaches, is a widely accepted, evidence-based approach for managing aggressive behaviour in persons with dementia. The attitudes, beliefs and values of long-term care and mental health nursing employees are important prerequisites to implementing person-centered practices. Research shows that nursing employees typically support person-centered approaches; however, less is known about the attitudes of non-nursing employee groups. Nurse managers and administrators tended to agree with person-centered approaches for managing aggression in dementia, suggesting some prerequisites are in place to support wider adoption of person-centered frameworks. Employees with more resident contact tended to support person-centered approaches the least, suggesting discipline-specific trainings may not be adequate for preparing frontline staff to use person-centered techniques. Attitudes towards aggressive behaviour may be especially varied and contradictory within certain employee groups, providing implications for facility-wide initiatives. Person-centered values and practices should be monitored and reinforced across the organization. Person-centered trainings should be interdisciplinary in nature and focused on care areas, such as mealtime or bathing. Long-term care facilities should consider allowing nurse management and registered nurses to share the burden of direct resident care with frontline employees on a more regular basis. Introduction Implementing person-centered care requires shared attitudes, beliefs and values among all care employees. Existing research has failed to examine the attitudes of non-nursing employees. Aim This study examined attitudes towards aggression among nursing and non-nursing employees to address gaps in existing research and assess readiness for wider adoption of person-centered frameworks. Method The Management of Aggression in People with Dementia Attitude Questionnaire was used to survey

  17. Gestão do conhecimento de reclamações de clientes em call centers.

    Directory of Open Access Journals (Sweden)

    Silvio Popadiuk

    2009-04-01

    Full Text Available Com o objetivo de atender às solicitações de clientes, os call centers são vistos comoferramentas tecnológicas, ampliando seu escopo em relação à interação comeles. Dentre o conjunto de solicitações demandadas pelos clientes, inserem-se oscadastramentos, as sugestões e as críticas. Neste estudo, comparou-se a visão dasgerências com a dos atendentes sobre gestão do conhecimento, com o propósito deidentificar se ela é permeada pela equipe ou apenas uma intenção das gerências.Para delimitar o objeto de avaliação, foi escolhida a atividade relativa à solução dereclamações feitas aos call centers. Para isso, aplicou-se em cinco empresas umquestionário baseado no modelo de avaliação proposto por Bukowitz e Williams(2002. Os resultados revelaram a presença de desconexão entre a visão da gerênciae a do atendente sobre a gestão do conhecimento quanto ao processo de soluçãode reclamações dos clientes que acessam os call centers.

  18. Paradoxos do capitalismo e trabalho em call centers: Brasil, Portugal e Cabo Verde

    Directory of Open Access Journals (Sweden)

    Cinara L. Rosenfield

    Full Text Available O objetivo deste artigo é compreender o contexto do trabalho na chamada sociedade da informação e as diferentes formas de trabalho que nela se desenvolvem, em especial o teletrabalho em call centers. Diante de um novo paradigma tecnológico, característico da era da informação, trata-se de analisar as diferentes configurações do trabalho. O trabalho em call centers parece condensar as ambigüidades de um trabalho informacional com alto controle, o que o colocaria entre as esperanças do pós-taylorismo e os temores do neo-taylorismo. A Teoria Crítica de Axel Honneth permite-nos pensar a experiência do trabalho no seio daquilo que o autor intitula "paradoxos do capitalismo". O significado do trabalho, em sua dimensão social, ganha força ao ser demonstrado que o "novo capitalismo" logra produzir progresso moral, baseado nos legados do Estado Social e do modelo taylorista e fordista de trabalho, e, simultaneamente, produz o seu contrário, ao erodir o alcance emancipador dessas normas e valores. Este estudo analisa o trabalho em call centers em três países de língua portuguesa: Brasil, Portugal e Cabo Verde.

  19. Scripts de atendimento em call centers: uma visão de documentos eletrônicosScript for call center attendance: a view on electronic documents

    Directory of Open Access Journals (Sweden)

    Sandra Maria Silveira

    2010-05-01

    Full Text Available O presente artigo contextualiza o serviço de atendimento aos clientes (SAC no âmbito da Ciência da Informação e busca compreender o fenômeno sob o enfoque da organização e do uso da informação. Analisa-se o processo informacional dos serviços de atendimento aos clientes realizado em call centers, com o foco na organização e no uso das bases de informação, tendo em vista a sistematização de parâmetros para subsidiarem a criação, a manutenção e a validação dos scripts de atendimento. Scripts são documentos eletrônicos que contêm orientação para executar procedimentos relativos a produtos e serviços da instituição e na interação com os consumidores. Por fim, identificaram-se os atributos de qualidade de informação que orientam a construção e a manutenção das bases de informações e sistematizaram-se os parâmetros para elaboração das bases de informações em consonância com os processos de organização e uso da informação no âmbito do SAC.The present article contextualizes the service of attendance to clients (SAC as far as the Information Science is concerned. It also seeks to understand the phenomenon under the focus of organization and the use of information. We analyze the informational process of attendance services to clients performed in call centers, focusing on the organization and the use of information bases. This is done aiming at the systematization of parameters to subside the creation, maintenance and validation of scripts for attendance. Scripts are electronic documents that contain orientation to execute procedures related to products and services of the institution and in the interaction with consumers. At last we identify the attributes of quality of information that guide the construction and maintenance of information bases and systematize the parameters for elaboration of information bases according to organization processes and use of information at SAC.

  20. [HYGIENIC ASSESSMENT OF WORKING CONDITIONS OF EMPLOYEES OF BROADCASTING CENTER].

    Science.gov (United States)

    Kovalenko, A V; Brusentsova, A V; Sokhoshko, I A; Rostikov, V P

    2015-01-01

    Hygienic assessment of working conditions of employees of the Omsk Regional Broadcasting Centre was performed on data of the analysis of materials of certification of workplaces. There were examined materials concerning 65 core profile workplaces, where 130 persons, including 35 women work. There was determined health risk for personnel in dependence on working conditions. The staff was noted to be exposed to the adverse impact of the following factors: chemical, physical (noise, general and local vibration, non-ionizing radiation, microclimate, lighting), severity and intensity ofwork. Class working conditions for 13,5% of workplaces on noise, 35.4% on non-ionizing radiation was assessed as a harmful of the first degree. Lightness indices at 78.5% of the workplaces did not meet the requirements of sanitary norms. At 7.7% of the workplaces levels of hardness of labor were assessed as harmful. The impact of such factors as biological, infrasound, ultrasound, ionizing radiation, aerosols with mainly fibrogenic action, was absent, their assessment was not carried out. Working conditions at 83.1% of workplaces were characterized as hazardous, including at 52.3% of the workplaces where there was established hazard class 3.1, at 30.7% of workplaces--Class 3.2. Among all the factors of occupational environment the largest contribution into the overall assessment of working conditions was made by the lightness factor (50.9%) and non-ionizing radiation (20.6%). The most harmful working conditions have been identified for workplaces of the operator of masthead antenna, engineer of radiocommunications, broadcasting and television, electromechanician of television (radiocommunication), (broadcasting), car driver.

  1. Online and call center referral for endocrine surgical pathology within institutions.

    Science.gov (United States)

    Dhillon, Vaninder K; Al Khadem, Mai G; Tufano, Ralph P; Russell, Jonathon O

    2017-10-08

    We hypothesized that self-referred patients to academic centers will be equally distributed between general surgery and otolaryngology departments that perform thyroid surgery. We sought to quantify disparities in the assignment of these self-referred patients who may reach an institution through call centers or online pathways. Cross-sectional survey. Key words "thyroid surgery" and "thyroid cancer" were used along with the name of the Accreditation Council for Graduate Medical Education-listed otolaryngology program in both Google and Bing search engines. The top three search results for departments were reviewed, and a tally was given to general surgery (GS), otolaryngology-head and neck surgery (OLHNS), or neither. A multidisciplinary center with both GS and OLHNS was recorded as "equitable." Telephone calls were tallied if they were directed to GS or OLHNS. Out of 400 program tallies, 117 (29.25%) patients were directed to GS and 50 (12.5%) were directed to OLHNS. An additional 181 (45.25%) were directed to neither group ("neither") (P call survey had 62 patients (62%) assigned to a general surgeon, as opposed to 38 (38%) for OLHNS (P < .05). Five institutions offered a multidisciplinary group when searching with Bing, and 11 were found by searching with Google. There is not an equal distribution of self-referred patients with thyroid surgical pathology. It may be important to increase the online presence of OLHNS surgeons who perform thyroid surgery at academic medical institutions. Multidisciplinary centers focused on thyroid and parathyroid surgical disease represents one model of assigning self-referred patients. NA Laryngoscope, 2017. © 2017 The American Laryngological, Rhinological and Otological Society, Inc.

  2. Ayahuasca Exposure: Descriptive Analysis of Calls to US Poison Control Centers from 2005 to 2015.

    Science.gov (United States)

    Heise, C William; Brooks, Daniel E

    2017-09-01

    Ayahuasca is a hallucinogenic plant preparation which usually contains the vine Banisteriopsis caapi and the shrub Psychotria viridis. This tea originates from the Amazon Basin where it is used in religious ceremonies. Because interest in these religious groups spreading as well as awareness of use of ayahuasca for therapeutic and recreational purposes, its use is increasing. Banisteriopsis caapi is rich in β-carbolines, especially harmine, tetrahydroharmine and harmaline, which have monoamine oxidase inhibiting (MAOI) activity. Psychotria viridis contains the 5HT2A/2C/1A receptor agonist hallucinogen N,N-dimethyltryptamine (DMT). Usual desired effects include hallucination, dissociation, mood alteration and perception change. Undesired findings previously reported are nausea, vomiting, hypertension, and tachycardia. All human exposure calls reported to the American Association of Poison Controls Centers' (AAPCC) National Poison Data System (NPDS) between September 1, 2005 and September 1, 2015 were reviewed. Cases were filtered for specific plant derived ayahuasca-related product codes. Abstracted data included the following: case age and gender, exposure reason, exposure route, clinical manifestations, treatments given, medical outcomes and fatality. Five hundred and thirty-eight exposures to ayahuasca botanical products were reported. The majority of the calls to poison control centers came from healthcare facilities (83%). The most common route of exposure was ingestion. Most cases were men (437, 81%, 95% CI 77.7% - 84.3%). The median age was 21 (IQR 18-29). Most exposures were acute. Three hundred thirty-seven (63%) were reported to have a major or moderate clinical effect. The most common clinical manifestations reported were hallucinations (35%), tachycardia (34%), agitation (34%), hypertension (16%), mydriasis (13%) and vomiting (6%). Benzodiazepines were commonly given (30%). There were 28 cases in the series who required endotracheal intubation (5

  3. Incentive Measures for Navy Working Capital Fund Civilian Employees at Naval Air Warfare Center, Aircraft Division, Patuxent River, Maryland

    National Research Council Canada - National Science Library

    Ross, Clifton

    1998-01-01

    ...: individual, group, and organizational. Given that public employees may be motivated differently from private sector employees, this thesis recommended conducting a survey of the NAWCAD employees to determine motivation factors and then implementing a group incentive system on a trial basis in test work centers.

  4. Evaluation of employees in public day care centers knowledge about breastfeeding and complementary feeding

    OpenAIRE

    Souza, Joelânia Pires de O.; Prudente, Amanda Moura; Silva, Dyene Aparecida; Pereira, Leandro Alves; Rinaldi, Ana Elisa M.

    2013-01-01

    OBJECTIVE: To evaluate the knowledge of public day care centers employees about breastfeeding and complementary feeding. METHODS: A cross-sectional study was conducted in 15 public day care centers randomly selected in the city of Uberlandia, Southeast Brazil. A questionnaire applied to school principals, teachers, educators and general services assistants (GSA) included demographic and socioeconomic variables and questions about knowledge on breastfeeding, complementary feeding besides ...

  5. Threats to the Sustainability of the Outsourced Call Center Industry in the Philippines: Implications for Language Policy

    Science.gov (United States)

    Friginal, Eric

    2009-01-01

    This study overviews current threats to the sustainability of the outsourced call center industry in the Philippines and discusses implications for macro and micro language policies given the use of English in this cross-cultural interactional context. This study also summarizes the present state of outsourced call centers in the Philippines, and…

  6. 78 FR 59426 - Board of Veterans Appeals, Veterans Information Office, Voice of the Veteran Call Center Survey...

    Science.gov (United States)

    2013-09-26

    ... Information Office, Voice of the Veteran Call Center Survey; Correction AGENCY: Board of Veterans Appeals... comment on the proposed collection. The department name should read ``Board of Veterans' Appeals (BVA... ``Board of Veterans' Appeals, Veterans Information Office, Voice of the Veterans Call Center Survey''. We...

  7. The construction of work-life balance: the experience of black employees in a call-centre environment

    OpenAIRE

    Potgieter, Sónia C.B.; Barnard, Antoni

    2010-01-01

    ORIENTATION: Work-life balance, as a crucial aspect of employee and organisational wellness, remains an interesting field of research, especially due to the changing demographic employee profile. RESEARCH PURPOSE: The objective of the study was to explore Black employees' construction of work-life balance in a customer care environment. MOTIVATION FOR THE STUDY: The conceptual debate regarding the construct of work-life balance in general as well as limited qualitative research with regard to...

  8. The role of rehearsal in a novel call center-type task

    Directory of Open Access Journals (Sweden)

    Nick Perham

    2012-01-01

    Full Text Available Laboratory research has long demonstrated the disruptive effects of background sound to task performance yet the real-world implications of such effects are less well known. We report two experiments that demonstrate the importance of the role of rehearsal to a novel call center-type task. In Experiment 1, performance of a novel train timetable task-in which participants identified four train journeys following presentation of train journey information-was disrupted by realistic office noise. However, in Experiment 2, when the need for rehearsal was reduced by presenting the information and the timetable at the same time, no disruption occurred . Results are discussed in terms of interference-by-process and interference-by-content approaches to short-term memory.

  9. Prolonged sedentary time and physical activity in workplace and non-work contexts: a cross-sectional study of office, customer service and call centre employees.

    Science.gov (United States)

    Thorp, Alicia A; Healy, Genevieve N; Winkler, Elisabeth; Clark, Bronwyn K; Gardiner, Paul A; Owen, Neville; Dunstan, David W

    2012-10-26

    To examine sedentary time, prolonged sedentary bouts and physical activity in Australian employees from different workplace settings, within work and non-work contexts. A convenience sample of 193 employees working in offices (131), call centres (36) and customer service (26) was recruited. Actigraph GT1M accelerometers were used to derive percentages of time spent sedentary (customer service workers were typically the least sedentary and the most active at work. The workplace is a key setting for prolonged sedentary time, especially for some occupational groups, and the potential health risk burden attached requires investigation. Future workplace regulations and health promotion initiatives for sedentary occupations to reduce prolonged sitting time should be considered.

  10. The moderating role of psychological capital in the relationship between job stress and the outcomes of incivility and job involvement amongst call centre employees

    Directory of Open Access Journals (Sweden)

    Sarah B. Setar

    2015-12-01

    Full Text Available Orientation: South African call centres were found to rank amongst those with the highest degree of performance monitoring and feedback. This revelation comes at a time when many scholars concur that research has not entirely succeeded in helping organisations overcome the negative aspects of work and enhance the positive aspects of work, such as job involvement. Research purpose: This study sought to examine the relationship between job stress, job involvement and the display of uncivil behaviour amongst call centre employees, whilst also studying the role of psychological capital (PsyCap in this relationship. Motivation for the study: The study was prompted by the scarcity of research in the area of PsyCap and job involvement, none of which has examined relationships between job stress and the outcomes of incivility and job involvement and the moderating role of PsyCap in this relationship, focusing on call centre employees. Research design, approach and method: A quantitative design employed a cross-sectional survey to collect data from 104 South African call centre employees using a biographical data sheet, the PsyCap Questionnaire, Job Stress Scale, Uncivil Workplace Behaviour Scale and the Job Involvement Scale. Main findings: PsyCap and uncivil workplace behaviour were negatively related, whilst PsyCap and job involvement were positively related. Job stress held predictive value for incivility and the hostility subscale. Hierarchical regression analysis indicated that PsyCap did not moderate the relationship between job stress and incivility and neither did it moderate the relationship between job stress and job involvement. Practical implications: Organisations should work on minimising stressors within the workplace in order to enhance the PsyCap of employees, which not only lowers the risk of incivility displayed by employees but also ensures greater employee involvement. Contribution/value-add: Although previous studies have examined

  11. Relationship between organizational culture and commitment of employees in health care centers in west of Iran.

    Science.gov (United States)

    Hamidi, Yadollah; Mohammadibakhsh, Roghayeh; Soltanian, Alireza; Behzadifar, Masoud

    2017-01-01

    Presence of committed personnel in each organization not only reduces their absenteeism, delays, and displacements but also leads to a dramatic increase in performance and efficiency of an organization, mental freshness of employees, better manifestation of noble objectives, and organizational mission as well as fulfillment of personal goals. Therefore, the purpose of this study was to determine the relationship between organizational culture and organizational commitment of employees in administrative units of health care centers in the cities of Hamedan Province based on the Denison model in 2015. In this cross-sectional study, 177 employees in administrative units of health care centers in the cities of Hamedan Province were selected by a multistage stratified sampling method. The data collection instruments included the standardized Denison organizational culture survey and organizational commitment questionnaire by Meyer and Allen. Data were analyzed by IBM-SPSS version 21 using descriptive statistics and Pearson product-moment coefficient. Among the 12 indicators of organizational culture, the highest mean scores were assigned to empowerment (16.74), organizational learning (16.41), vision (16.4), and strategic direction (16.35); respectively. Furthermore, the indicators of capability development (14.2), core values (15.31), team orientation (15.45), and goals (15.46) received the lowest mean scores in this respect. Among the four dimensions of organizational culture, the highest mean score was related to "mission" in organizational culture and the lowest score was associated with "involvement." Meyer and Allen's organizational commitment model also had three components in which affective commitment in this study obtained the highest score (26.63) and continuance commitment received the lowest score (24.73). In this study, there was a significant correlation between all the components of organizational culture and organizational commitment of employees in

  12. Non-listening and self centered leadership--relationships to socioeconomic conditions and employee mental health.

    Science.gov (United States)

    Theorell, Töres; Nyberg, Anna; Leineweber, Constanze; Magnusson Hanson, Linda L; Oxenstierna, Gabriel; Westerlund, Hugo

    2012-01-01

    The way in which leadership is experienced in different socioeconomic strata is of interest per se, as well as how it relates to employee mental health. Three waves of SLOSH (Swedish Longitudinal Occupational Survey of Health, a questionnaire survey on a sample of the Swedish working population) were used, 2006, 2008 and 2010 (n = 5141). The leadership variables were: "Non-listening leadership" (one question: "Does your manager listen to you?"--four response categories), "Self centered leadership" (sum of three five-graded questions--"non-participating", "asocial" and "loner"). The socioeconomic factors were education and income. Emotional exhaustion and depressive symptoms were used as indicators of mental health. Non-listening leadership was associated with low income and low education whereas self-centered leadership showed a weaker relationship with education and no association at all with income. Both leadership variables were significantly associated with emotional exhaustion and depressive symptoms. "Self centered" as well as "non-listening" leadership in 2006 significantly predicted employee depressive symptoms in 2008 after adjustment for demographic variables. These predictions became non-significant when adjustment was made for job conditions (demands and decision latitude) in the "non-listening" leadership analyses, whereas predictions of depressive symptoms remained significant after these adjustments in the "self-centered leadership" analyses. Our results show that the leadership variables are associated with socioeconomic status and employee mental health. "Non-listening" scores were more sensitive to societal change and more strongly related to socioeconomic factors and job conditions than "self-centered" scores.

  13. Using Pill Identification Calls to Poison Centers as a Marker of Drug Abuse at Three Texas Military Bases.

    Science.gov (United States)

    Ng, Patrick C; Maddry, Joseph K; Sessions, Daniel; Borys, Douglas J; Bebarta, Vikhyat S

    2017-11-01

    Opioid abuse is a growing problem in civilian communities, and it has developed in the military as well. Telephone calls to poison centers requesting pill identification (ID) is a marker of drug abuse. This study identifies the number of pill ID calls made to the poison centers from areas containing and surrounding three Texas military bases during an 8-year period. We performed a retrospective observational study identifying calls to certified poison centers in Texas from 2002 to 2009 that identified hydrocodone tablets and other pain medications. We noted the calls made from ZIP codes containing and surrounding the three largest military bases in Texas. We reviewed 75,537 drug ID calls for any drug from the ZIP codes of interest. Total drug ID calls increased 105% and the number of calls for hydrocodone increased 463%. In our study most of the drug ID calls from military communities in Texas were for hydrocodone. The rate of calls for hydrocodone increased more than the rate of calls for other analgesics from 2002 to 2009. Using drug ID calls as a surrogate of drug abuse, our results suggest that hydrocodone abuse has increased within military communities and that poison center data can be a reliable surrogate for prescription drug abuse near military bases. Future studies are needed to further understand the extent of this problem in military and civilian communities. We can use this information to heighten awareness, influence prescription practices, establish practice guidelines, and develop educational programs to mitigate the increasing rate of prescription analgesic abuse in the United States.

  14. Perceived job stress and health complaints at a bank call center: comparison between inbound and outbound services.

    Science.gov (United States)

    Lin, Yen-Hui; Chen, Chih-Yong; Hong, Wei-Hsien; Lin, Yu-Chao

    2010-01-01

    This study investigated how perceived job stress and health status differ, as well as the relationships to inbound (incoming calls) versus outbound (outgoing calls) calling activities, for call center workers in a bank in Taiwan. The sample bank employed 289 call center workers at the time of the survey, ranging in age from 19 to 54 yr old. Data were obtained on individual factors, health complaints, perceived level job stress, and major job stressors. Overall, 33.5% of outbound operators and 27.1% of inbound operators reported frequently or always experiencing high stress at work, however, the differences between inbound and outbound operators were insignificant. "Having to deal with difficult customers" was the most frequent job stressor for all workers. Musculoskeletal discomfort, eye strain, and hoarse or sore throat were the most prevalent complaints among call center workers. The relationship between perceived job stress and health complaints indicated that workers who perceived higher job stress had significantly increased risk of multiple health problems, including eye strain, tinnitus, hoarse or sore throat, chronic cough with phlegm, chest tightness, irritable stomach or peptic ulcers, and musculoskeletal discomfort (with odds ratios ranging from 2.13 to 8.24). These analytical results suggest that perceived job stress in the call center profoundly affected worker health. This study identified main types of job stressors requiring further investigation.

  15. Intestinal Parasitological infection of employee in food manufacture anddistribution centers of Ilam University of Medical Sciences

    Directory of Open Access Journals (Sweden)

    R Nasrifar

    2005-10-01

    Full Text Available Backgrand and Aims: Food centers' employee may be carrier of bacteria (eg. Salmonella, E coil,taphylococcus aureus and intestinal parasitical infection. With regard the importance of the roleof manufacturer and distribnter of food materials in enviromental health, the status and assessmentof these infections is necessary.Method:182 employee of food manufacture and distribntion centers' of Ilam University ofMedical Sciences were examined. 3 feaces sample were obtained from each porson in 3 days andby five different laboratory method (i.e. scoth-tape, direct thechuics, Ether formaline, Telmen'Flotation were examined. Date analysis was dane by SPSS Version, and chi square test.Results: 49.2 percent of employee had positive parasitical infection, which 45.1 percent hadprotoza and 9.7 percent had intestinal helminth. The most infections of protoza were due toEntamoeba coli, Endolimax nane, giardia Lamblia, blastocystis hominis, Chilomastix mesniliand Iodamoeba buetschlii. The most infection of intestinal heliminth were Oxyuris VermicularisHymenolepis nana, Ascaris Lumbericoides, Tricocephal, Tricosterongylus.Conclusion: The high occurance of intestinal protoza may be due to Low level of public healthand, not favouring of hygine basis in food manufacture and distribution rlaces.

  16. The effect of perceived person-job fit on employee attitudes toward change in trauma centers.

    Science.gov (United States)

    Zatzick, Christopher D; Zatzick, Douglas F

    2013-01-01

    Employee attitudes toward change are critical for health care organizations implementing new procedures and practices. When employees are more positive about the change, they are likely to behave in ways that support the change, whereas when employees are negative about the change, they will resist the changes. This study examined how perceived person-job (demands-abilities) fit influences attitudes toward change after an externally mandated change. Specifically, we propose that perceived person-job fit moderates the negative relationship between individual job impact and attitudes toward change. We examined this issue in a sample of Level 1 trauma centers facing a regulatory mandate to develop an alcohol screening and brief intervention program. A survey of 200 providers within 20 trauma centers assessed perceived person-job fit, individual job impact, and attitudes toward change approximately 1 year after the mandate was enacted. Providers who perceived a better fit between their abilities and the new job demands were more positive about the change. Further, the impact of the alcohol screening and brief intervention program on attitudes toward change was mitigated by perceived fit, where the relationship between job impact and change attitudes was more negative for providers who perceived a worse fit as compared with those who perceived a better fit. Successful implementation of changes to work processes and procedures requires provider support of the change. Management can enhance this support by improving perceived person-job fit through ongoing training sessions that enhance providers' abilities to implement the new procedures.

  17. Exposure Calls to U. S. Poison Centers Involving Electronic Cigarettes and Conventional Cigarettes-September 2010-December 2014.

    Science.gov (United States)

    Chatham-Stephens, Kevin; Law, Royal; Taylor, Ethel; Kieszak, Stephanie; Melstrom, Paul; Bunnell, Rebecca; Wang, Baoguang; Day, Hannah; Apelberg, Benjamin; Cantrell, Lee; Foster, Howell; Schier, Joshua G

    2016-12-01

    E-cigarette use is increasing, and the long-term impact on public health is unclear. We described the acute adverse health effects from e-cigarette exposures reported to U.S. poison centers. We compared monthly counts and demographic, exposure, and health effects data of calls about e-cigarettes and conventional cigarettes made to poison centers from September 2010 through December 2014. Monthly e-cigarette calls increased from 1 in September 2010, peaked at 401 in April 2014, and declined to 295 in December 2014. Monthly conventional cigarette calls during the same period ranged from 302 to 514. E-cigarette calls were more likely than conventional cigarette calls to report adverse health effects, including vomiting, eye irritation, and nausea. Five e-cigarette calls reported major health effects, such as respiratory failure, and there were two deaths associated with e-cigarette calls. E-cigarette calls to U.S. poison centers increased over the study period, and were more likely than conventional cigarettes to report adverse health effects. It is important for health care providers and the public to be aware of potential acute health effects from e-cigarettes. Developing strategies to monitor and prevent poisonings from these novel devices is critical.

  18. An ergonomic evaluation of a call center performed by disabled agents.

    Science.gov (United States)

    Chi, Chia-Fen; Lin, Yen-Hui

    2008-08-01

    Potential ergonomic hazards for 27 disabled call center agents engaged in computer-telephone interactive tasks were evaluated for possible associations between the task behaviors and work-related disorders. Data included task description, 300 samples of performance, a questionnaire on workstation design, body-part discomfort rating, perceived stress, potential job stressors, and direct measurement of environmental factors. Analysis indicated agents were frequently exposed to prolonged static sitting and repetitive movements, together with unsupported back and flexed neck, causing musculoskeletal discomforts. Visual fatigue (85.2% of agents), discomfort of ears (66.7%), and musculoskeletal discomforts (59.3%) were the most pronounced and prevalent complaints after prolonged working. 17 of 27 agents described job pressure as high or very high, and dealing with difficult customers and trying to fulfill the customers' needs within the time standard were main stressors. Further work on surrounding noise, earphone use, possible hearing loss of experienced agents, training programs, feasible solutions for visual fatigue, musculoskeletal symptoms, and psychosocial stress should be conducted.

  19. Valores Organizacionais e Valores do Trabalho: um estudo com operadores de call center

    Directory of Open Access Journals (Sweden)

    Kely César Martins de Paiva

    Full Text Available Resumo Este estudo analisa como estão configurados os valores organizacionais e os valores do trabalho de operadores de um call center, situado em Belo Horizonte (MG. A análise em tal ambiente laboral, permeado por idiossincrasias, foi realizada por meio de pesquisa de campo, descritiva, com abordagens quantitativa e qualitativa, caracterizando uma triangulação metodológica. Os dados de 399 questionários foram tratados estatisticamente e os oriundos de 22 entrevistas foram submetidos à técnica de análise de conteúdo. Quanto aos valores organizacionais, percebeu-se uma predominância do valor “conformidade”, fato compreensível porque tal tipo de organização ser reconhecida pelo respeito às regras, posturas e modelos de comportamentos predefinidos. Em relação aos valores do trabalho, destacam-se os resultados relacionados a “estabilidade” e a “realização no trabalho”, pois são valores envolvidos na busca por segurança, adquirida por meio do trabalho, e por prazer e realização pessoal e profissional, respectivamente. O estudo tratou de dois construtos que ainda não haviam sido pesquisados conjuntamente e também contribuiu para a compreensão de particularidades do tipo de empresa abordada. Além disso, a triangulação possibilitou observar disparidades entre dados coletados por meio das técnicas diferenciadas, o que incita a continuidade e a expansão da pesquisa, tanto no que tange aos temas focalizados como aos contextos a ser investigados.

  20. Impact of new technologies on stress, attrition and well-being in emergency call centers: the NextGeneration 9-1-1 study protocol.

    Science.gov (United States)

    Baseman, Janet; Revere, Debra; Painter, Ian; Stangenes, Scott; Lilly, Michelle; Beaton, Randal; Calhoun, Rebecca; Meischke, Hendrika

    2018-05-04

    Our public health emergency response system relies on the "first of the first responders"-the emergency call center workforce that handles the emergency needs of a public in distress. Call centers across the United States have been preparing for the "Next Generation 9-1-1" initiative, which will allow citizens to place 9-1-1 calls using a variety of digital technologies. The impacts of this initiative on a workforce that is already highly stressed is unknown. There is concern that these technology changes will increase stress, reduce job performance, contribute to maladaptive coping strategies, lower employee retention, or change morale in the workplace. Understanding these impacts to inform approaches for mitigating the health and performance risks associated with new technologies is crucial for ensuring the 911 system fulfills its mission of providing optimal emergency response to the public. Our project is an observational, prospective cohort study framed by the first new technology that will be implemented: text-to-911 calling. Emergency center call takers will be recruited nationwide. Data will be collected by online surveys distributed at each center before text-to-911 implementation; within the first month of implementation; and 6 months after implementation. Primary outcome measures are stress as measured by the Calgary Symptoms of Stress Index, use of sick leave, job performance, and job satisfaction. Primary analyses will use mixed effects regression models and mixed effects logistic regression models to estimate the change in outcome variables associated with text-to-911 implementation. Multiple secondary analyses will examine effects of stress on absenteeism; associations between technology attitudes and stress; effects of implementation on attitudes towards technology; and mitigating effects of job demands, job satisfaction, attitudes towards workplace technology and workplace support on change in stress. Our public health dependence on this workforce

  1. Offshoring de serviços de call center: um estudo comparativo entre Brasil, Índia e África do Sul Offshoring de servicios de call center: un estudio comparativo entre Brasil, India y África del Sur Offshoring of call center services: a comparison of brazilian, indian and south african options

    Directory of Open Access Journals (Sweden)

    Paulo Roberto Gião

    2009-06-01

    Full Text Available O setor de call centers tem apresentado grande desenvolvimento em todo o mundo, impulsionado principalmente pelo avanço observado nas telecomunicações e na tecnologia da informação e pela necessidade de oferecer atendimento aos clientes, em muitos casos sob exigência de órgãos reguladores. Uma forte tendência internacional também tem sido observada no setor, referente ao offshoring (migração de serviços de países desenvolvidos para países emergentes. Este artigo discute o offshoring de serviços de call center e apresenta três objetivos. O primeiro é comparar, a partir de variáveis críticas, a indústria de call centers em três países emergentes: Índia, África do Sul e Brasil. O segundo é entender os motivos que levaram a Índia a ocupar papel de destaque mundial no offshoring de serviços de call center. O terceiro objetivo é entender o que distingue os call centers brasileiros dos indianos no que diz respeito às variáveis relevantes para o offshoring. Para isso, foram analisados dados primários de 235 empresas de call center coletados a partir da aplicação de um survey nos três países analisados. Esses dados são oriundos de uma pesquisa internacional intitulada The Global Call Center Industry Project (GCCIP, que está sendo realizada simultaneamente em vinte países de todos os continentes.El sector de call centers ha presentado gran desarrollo en todo el mundo, impulsado principalmente por el avance observado en las telecomunicaciones y tecnología de la información y por la necesidad de ofrecer atención a los clientes, en muchos casos bajo exigencia de órganos reguladores. Una fuerte tendencia internacional también ha sido observada en el sector, referente al offshoring de servicios de países desarrollados para países emergentes. Este artículo discute el offshoring de servicios de call center y presenta tres objetivos. El primero es comparar, a partir de variables críticas, la industria de call

  2. The construction of work–life balance: The experience of Black employees in a call-centre environment

    Directory of Open Access Journals (Sweden)

    Sonia C.B. Potgieter

    2010-03-01

    Full Text Available Orientation: Work–life balance, as a crucial aspect of employee and organisational wellness, remains an interesting field of research, especially due to the changing demographic employee profile.Research purpose: The objective of the study was to explore Black employees’ construction of work–life balance in a customer care environment.Motivation for the study: The conceptual debate regarding the construct of work–life balance in general as well as limited qualitative research with regard to Black employees’ experience of work–life balance in a South African context motivated the study.Research design, approach and method: This qualitative study was designed from an interpretivist perspective. Ten employees, selected through purposeful sampling, participated in the study. Data was gathered through in-depth interviews and grounded theory was applied during data analysis.Main findings: The grounded theory analysis of the data yielded six themes central to participants’ construction of work–life balance. The findings suggest that work–life balance is conceptualised as a continuous, subjective and holistic valuation of satisfaction derived from multiple roles in relation to the importance to the individual at a given point in time.Practical/managerial implications: Findings provide valuable managerial information to guide suitable strategies enhancing the work–life balance experience and by implication employees’ general wellbeing, job satisfaction and commitment.Contributions/value-add: This study contributes to the evolving body of knowledge with regard to work–life balance and provides a unique context-specific perspective to the conceptual understanding of the construct.

  3. Optimal service using Matlab - simulink controlled Queuing system at call centers

    Science.gov (United States)

    Balaji, N.; Siva, E. P.; Chandrasekaran, A. D.; Tamilazhagan, V.

    2018-04-01

    This paper presents graphical integrated model based academic research on telephone call centres. This paper introduces an important feature of impatient customers and abandonments in the queue system. However the modern call centre is a complex socio-technical system. Queuing theory has now become a suitable application in the telecom industry to provide better online services. Through this Matlab-simulink multi queuing structured models provide better solutions in complex situations at call centres. Service performance measures analyzed at optimal level through Simulink queuing model.

  4. Estrategias de tercerización en Colombia como centro de operaciones enfocado a los Call Centers en Barranquilla

    OpenAIRE

    Cáceres Pinzón, Sergio Andrés; Henao Robayo, María Camila; Quiñones Sánchez, María José

    2013-01-01

    El sector BPO&O es un sector con alto potencial en Colombia que aún se encuentra Incipiente. Dentro de este sector, los Call Centers juegan un papel importante para su desarrollo y Barranquilla posee grandes cualidades para permitir este crecimiento si se plantean las estrategias adecuadas.

  5. Scaling and comparison of fluid limits of queues applied to call centers with time-varying parameters

    NARCIS (Netherlands)

    Jiménez, T.; Koole, G.M.

    2004-01-01

    Temporary overload situations in queues can be approximated by fluid queues. We strengthen earlier results on the comparison of multi-server tandem systems with their fluid limits. At the same time we give conditions under which economies of scale hold. We apply the results to call centers. ©

  6. Relating calls to US poison centers for potential exposures to medications to Centers for Disease Control and Prevention reporting of influenza-like illness.

    Science.gov (United States)

    Beauchamp, Gillian A; McKeown, Nathanael J; Rodriguez, Sergio; Spyker, Daniel A

    2016-03-01

    The Centers for Disease Control (CDC) monitors influenza like illness (ILI) and the National Poison Data System (NPDS) warehouses call data uploaded by US poison centers regarding reported exposures to medication. We examined the relationship between calls to poison centers regarding reported exposures to medications commonly used to treat ILI and weekly reports of ILI. The CDC reports ILI, by age group, for each of 10 Health and Human Services (HHS) regions. We examined NPDS summary data from calls reported to poison centers regarding reported exposures to acetaminophen, cough/cold medications, and promethazine, for the same weeks, age groups, and HHS regions for influenza seasons 2000-2013. ILI and NPDS exposures were examined using graphical plots, descriptive statistics, stepwise regression analysis, and Geographic Information Systems (GIS). About 5,101,841 influenza-like illness cases were reported to the CDC, and 2,122,940 calls regarding reported exposures to medications commonly used to treat ILI, were reported by poison centers to the NPDS over the 13 flu seasons. Analysis of stepwise models of the linear untransformed data involving 24 NPDS data groups and for 60 ILI measures, over the 13 influenza seasons, demonstrated that reported exposures to medications used to treat ILI correlated with reported cases of ILI with a median R(2 )=( )0.489 (min R(2 )=( )0.248, max R(2 )=( )0.717), with mean ± SD of R(2 )=( )0.494 ± 0.121. Median number of parameters used (degrees of freedom - 1) was 7. NPDS data regarding poison center calls for selected ILI medication exposures were highly correlated with CDC ILI data. Since NPDS data are available in real time, it provides complimentary ILI monitoring. This approach may provide public health value in predicting other illnesses which are not currently as thoroughly monitored.

  7. Gambling participation and problems among employees at a university health center.

    Science.gov (United States)

    Petry, Nancy M; Mallya, Sarita

    2004-01-01

    This study evaluated the frequency and intensity of gambling behaviors among employees at an academic health center. Employees were sent an anonymous questionnaire assessing demographic characteristics, participation in gambling activities, and gambling-related problems. Of the 904 respondents, 96% reported gambling in their lifetimes, with 69% gambling in the past year, 40% in the past two months, and 21% in the past week. The most common forms of gambling were lottery and scratch tickets, slot machines, card playing, sports betting, bingo, and track. Only 1.2% of the sample reported gambling on the internet. Using scores on the South Oaks Gambling Screen, 3.0% of the respondents were classified as Level 2 (or problem) gamblers, and an additional 1.8% were Level 3 (or pathological) gamblers. Compared to Level 1 (non-problem) gamblers, Level 2 and Level 3 gamblers were more likely to be male, single, and employed full-time, and to have lower income and education. About half of the Level 2 and Level 3 gamblers reported interest in an evaluation of their gambling behaviors and treatment interventions. These data suggest the need to screen for gambling problems in health care professionals and to provide gambling-specific treatments.

  8. The effect of resident physician stress, burnout, and empathy on patient-centered communication during the long-call shift.

    Science.gov (United States)

    Passalacqua, Stacey A; Segrin, Chris

    2012-01-01

    During the long-call shift medical residents experience a number of stressors that could compromise the quality of care they provide to their patients. The aim of this study was to investigate how perceived stress and burnout affect changes in empathy over the long-call shift and how those changes in empathy are associated with patient-centered communication practices. Residents (n=93) completed self-report measures of stress, burnout, and empathy at the start of their long-call shift and then completed measures of empathy and patient-centered communication at the end of the same shift. There was a significant decline in physician empathy from the beginning to the end of the long-call shift. Perceived stress was significantly associated with higher burnout, which was, in turn, significantly associated with declines in empathy from pre- to posttest. Declines in empathy predicted lower self-reported patient-centered communication during the latter half of the shift. This study suggests that residents who perceive high levels of stress are at risk for burnout and deterioration in empathy toward their patients, both of which may compromise the quality of their interactions with patients.

  9. Annual Report of Recorded Phone Calls to Iran's Drug and Poison Information Centers (2014-2015

    Directory of Open Access Journals (Sweden)

    Talat Ghane

    2015-09-01

    Conclusion: Iranian people seems to have numerous unmet drug information needs. This may especially be the case for antibiotics, nutrients and anti-depressants. Pharmaceutical products are the main subjects of poisoning-related calls to DPICs in Iran. Public education on usage, safety and storage of drugs as well as strict terms of sale should be implemented.

  10. The construction of work–life balance: The experience of Black employees in a call-centre environment

    Directory of Open Access Journals (Sweden)

    Sonia C.B. Potgieter

    2010-08-01

    Research purpose: The objective of the study was to explore Black employees’ construction of work–life balance in a customer care environment. Motivation for the study: The conceptual debate regarding the construct of work–life balance in general as well as limited qualitative research with regard to Black employees’ experience of work–life balance in a South African context motivated the study. Research design, approach and method: This qualitative study was designed from an interpretivist perspective. Ten employees, selected through purposeful sampling, participated in the study. Data was gathered through in-depth interviews and grounded theory was applied during data analysis. Main findings: The grounded theory analysis of the data yielded six themes central to participants’ construction of work–life balance. The findings suggest that work–life balance is conceptualised as a continuous, subjective and holistic valuation of satisfaction derived from multiple roles in relation to the importance to the individual at a given point in time. Practical/managerial implications: Findings provide valuable managerial information to guide suitable strategies enhancing the work–life balance experience and by implication employees’ general wellbeing, job satisfaction and commitment. Contributions/value-add: This study contributes to the evolving body of knowledge with regard to work–life balance and provides a unique context-specific perspective to the conceptual understanding of the construct.

  11. Building Brains, Forging Futures: A Call to Action for the Family-Centered Medical Home

    Science.gov (United States)

    Kraft, Colleen

    2013-01-01

    The family-centered medical home describes an approach to providing comprehensive primary care. Research advances in developmental neuroscience, genetics, and epigenetics offer a framework for understanding the dynamic process of brain development. It is this process that sets the life-course trajectory for an individual; in turn, a child's…

  12. The Link between Internal Marketing and Customer Relationship Management : A Case Study of one Nordea Call Center in Sweden

    OpenAIRE

    Stenbeck, Joakim; Cabander, Robin

    2008-01-01

    Purpose: The purpose of this thesis is to increase the understanding of the link between internal marketing and customer relationship management by conducting a case study of one Nordea call center. Background: Keeping existing customers is less expensive than acquiring new ones. Nowadays, up to sixty percent of marketing budgets are being dedicated towards retaining customers. So forth customer relationship manage-ment is slowly beginning to penetrate the banking industry as sustaina-ble rel...

  13. Risk factors for computer visual syndrome (CVS) among operators of two call centers in São Paulo, Brazil.

    Science.gov (United States)

    Sa, Eduardo Costa; Ferreira Junior, Mario; Rocha, Lys Esther

    2012-01-01

    The aims of this study were to investigate work conditions, to estimate the prevalence and to describe risk factors associated with Computer Vision Syndrome among two call centers' operators in São Paulo (n = 476). The methods include a quantitative cross-sectional observational study and an ergonomic work analysis, using work observation, interviews and questionnaires. The case definition was the presence of one or more specific ocular symptoms answered as always, often or sometimes. The multiple logistic regression model, were created using the stepwise forward likelihood method and remained the variables with levels below 5% (p vision (43.5%). The prevalence of Computer Vision Syndrome was 54.6%. Associations verified were: being female (OR 2.6, 95% CI 1.6 to 4.1), lack of recognition at work (OR 1.4, 95% CI 1.1 to 1.8), organization of work in call center (OR 1.4, 95% CI 1.1 to 1.7) and high demand at work (OR 1.1, 95% CI 1.0 to 1.3). The organization and psychosocial factors at work should be included in prevention programs of visual syndrome among call centers' operators.

  14. OPERATION OF THE CALL CENTER AT A HIGH-TECHNOLOGY PEDIATRIC MEDICAL INSTITUTION (WITH COMMENTARY BY A.A. MODESTOV

    Directory of Open Access Journals (Sweden)

    I. N. Chernomurov

    2014-01-01

    Full Text Available Introduction of modern information systems is one of the important objectives of medicine, as it contributes to higher availability of medical services for the population. Public relations of medical organizations involve websites of these organizations, outdoor advertising and other information sources. However, obtainment of competent inquiry answers by telephone remains a problem. People often choose between organizations depending on quality of the obtained information. Apparently, the issue can be resolved by establishing call centers that are not merely communications centers, but are staffed with competent trained personnel, who support the organization’s interaction with patients (or the legal representatives thereof. The article presents the authors’ experience of establishing a call center dedicated to the organization’s public image development, as well as higher demand of the available services and promotion thereof. The fulfilled modernization resulted in a sharp increase in the amount of calls received (1,500‑1,600 within the working hours; 900 – before modernization and reduction in the number of complaints of busy line. 

  15. Institutional dynamic of the call center industry in Denmark and France

    DEFF Research Database (Denmark)

    Sørensen, Ole H.; Beraud, Mathieu; Colin, Thierry

    2005-01-01

    The call centre development is substantially increasing in the most part of industrialized countries. Coming to the fore and seeking for staff, this sector is still looking for benchmarks, especially in terms of employment. Currently it can be said that the sector is under construction since its ...... to the specific micro and meso dynamic of this emerging industry. We base on a part of the first results obtained in a research on low wage initiated by the Russell Rage Foundation. More precisely we use the results from sectoral survey....

  16. Notes from the field: calls to poison centers for exposures to electronic cigarettes--United States, September 2010-February 2014.

    Science.gov (United States)

    Chatham-Stephens, Kevin; Law, Royal; Taylor, Ethel; Melstrom, Paul; Bunnell, Rebecca; Wang, Baoguang; Apelberg, Benjamin; Schier, Joshua G

    2014-04-04

    Electronic nicotine delivery devices such as electronic cigarettes (e-cigarettes) are battery-powered devices that deliver nicotine, flavorings (e.g., fruit, mint, and chocolate), and other chemicals via an inhaled aerosol. E-cigarettes that are marketed without a therapeutic claim by the product manufacturer are currently not regulated by the Food and Drug Administration (FDA). In many states, there are no restrictions on the sale of e-cigarettes to minors. Although e-cigarette use is increasing among U.S. adolescents and adults, its overall impact on public health remains unclear. One area of concern is the potential of e-cigarettes to cause acute nicotine toxicity. To assess the frequency of exposures to e-cigarettes and characterize the reported adverse health effects associated with e-cigarettes, CDC analyzed data on calls to U.S. poison centers (PCs) about human exposures to e-cigarettes (exposure calls) for the period September 2010 (when new, unique codes were added specifically for capturing e-cigarette calls) through February 2014. To provide a comparison to a conventional product with known toxicity, the number and characteristics of e-cigarette exposure calls were compared with those of conventional tobacco cigarette exposure calls.

  17. [Work stress, common mental disorders and Work Ability Index among call center workers of an Italian company].

    Science.gov (United States)

    Conway, Paul Maurice; Campanini, Paolo; Punzi, Silvia; Fichera, Giuseppe Paolo; Camerino, Donatella; Francioli, Laura; Neri, Luca; Costa, Giovanni

    2013-01-01

    To test three hypotheses in an Italian sample of call center workers: higher levels of perceived work stress are associated with more frequent common mental disorders (GHQ-12) and a lower Work Ability Index; combining the Job Strain (JS) and Effort/Reward Imbalance (ERI) models increases explained variance in health over and above either model when applied separately; compared with outbound operators, inbound call handlers are expected to report a lower health status,which is due to a more intense exposure to task-related work stress factors in the latter. A multi-center cross-sectional study, conducted by means of interviews and self-administered questionnaires. Call handlers working in the Italian branch of a telecommunication multinational company. In all, 1,106 permanent workers were examined (35.9%of the total target population, 98.9% response rate). The majority were women (76.5%);mean age was 33.3 (SD: 3.9) and company seniority 8.0 (SD: 2.1). Nearly 60% worked as inbound call handlers, about one third as outbound operators. Work stress was measured with the well-known JS and ERI models. Three exposure levels (based on tertiles) were identified for each scale. Common mental disorders were measured with the GHQ-12 questionnaire. Subjects with a GHQ-12 score 4 were classified as "cases". The Work Ability Index (WAI) was used to evaluate work ability. Being in the "poor" or "moderate" categories of the WAI indicated a low work ability status. Cronbach's alphas were 0.70 for all scales. Multivariate Poisson regressions showed that both models were linked to more frequent common mental disorders and a lower WAI. Moreover, combined models demonstrated an advantage in terms of explained variance in health. Finally, performing inbound call handling was associated with a lower WAI in comparison with engaging in outbound activities. Mediation analyses showed that such association is explained by the higher levels of psychological job demands and Job Strain experienced

  18. Descriptive Analysis of Recorded Phone Calls to Iran Drug and Poison Information Centers during 2011-2012

    Directory of Open Access Journals (Sweden)

    Talat Ghane

    2013-06-01

    Full Text Available Background: Poisoning is one of the main causes of visits to emergency departments and hospitals in Iran. Drug and Poison Information Centers (DPIC are reliable sources to guide poisoned patients and provide information about pharmaceutical agents. This study was designed to analyze recorded phone calls to Iran DPICs during 2011-2012.Methods: This was a retrospective study on phone calls to DPIC in Tehran between January 2011 and November 2012. Data including demographic features, type of poison (in case of poisoning and intention of poisoning were collected by reviewing the reported phone calls to central division of Iran DPICs in Tehran.Results: It was found that 98.5% of the phone calls were inquiries about pharmaceutical products and only 1.5% of them were associated with poisoning. 49% of poisonings reported from the DPICs in 2011was intentional, while this rate increased to 67% in 2012. Regarding toxic agents responsible for poisonings, pharmaceuticals were the most common consisting of 68.6% and 70.9% of cases in 2011 and 2012, respectively.Conclusion: Pharmaceutical products are the main causes of poisonings in Iran. Public education on safety and storage issues and also strict terms of sale should be implemented. In addition, the majority of poisonings occurred intentionally while the rate showed an increasing trend. Predisposing factors of this high rate should be studied.

  19. Hematologic evaluation of employees with leukopenia. Naval Weapons Center, China Lake, California.

    Science.gov (United States)

    Luiken, G A; Marsh, W L; Heath, V C; Long, H L; Weatherly, T L; Seal, G M

    1988-12-01

    Evaluation of 86 employees with a history of leukopenia at the Naval Weapons Center (NWC), China Lake, California, was done by exposure questionnaires, medical histories, physical examinations, peripheral blood smear, and bone marrow evaluations, including morphologic examination, stem cell culture, and cytogenetics. Forty-eight subjects were found to be leukopenic at the time of the study, and two subjects were found to have hairy cell leukemia. All subjects had positive exposure histories and were healthy at the time of the study. Review of peripheral smears identified the patients with marrow abnormalities. Bone marrow cultures revealed several patients with possible marrow suppression. Chromosome studies were not diagnostic. Five-year follow-up health questionnaires revealed no significant health problems; the two workers with hairy cell leukemia are alive and fully functional. Leukopenia in itself does not appear to be a risk factor for poor health, and it is unknown whether or not it may be a useful screening tool to identify workers at risk in toxic environments. Careful evaluation of blood cell counts and peripheral smears should be sufficient to identify people with potential marrow abnormalities.

  20. Connecting internal communication and organizational engagement. An employee-centered perspective

    OpenAIRE

    Alvarez Garcia, Patricia

    2013-01-01

    Connections between organizational engagement and internal communication have gained much interest in recent years, due to existing evidence suggesting that employees who engage with their organization affect organization’s effectiveness and that, in turn, internal communication can influence organizational engagement. However, there is little evidence about such connection seen from an employee perspective and therefore, this study sought to explore linkages between employee organizational e...

  1. Estudio de factibilidad para la implementación de un call center operado por madres cabeza de familia

    OpenAIRE

    Estrada Ocampo, Carolina Maria; Quintero, Alexander

    2013-01-01

    El "Estudio de factibilidad para la implementación de un Call Center operado por Madres Cabeza de Familia", analiza las oportunidades tecnológicas, legales y económicas que existen actualmente para el desarrollo de este tipo de soluciones, con la característica de proponer una empresa de tipo social (como las propuestas por Muhammad Yunus en Empresas para todos), en la que la operación sea desarrollada por Madres Cabeza de Familia, uno de los grupos más vulnerables en la actual población de P...

  2. Prevendo a demanda de ligações em um call center por meio de um modelo de Regressão Múltipla Forecasting a call center demand using a Multiple Regression model

    Directory of Open Access Journals (Sweden)

    Marco Aurélio Carino Bouzada

    2009-09-01

    Full Text Available Este trabalho descreve - por meio do estudo de um caso - o problema da previsão de demanda de chamadas para um determinado produto no call center de uma grande empresa brasileira do setor - a Contax - e como ele foi abordado com o uso de Regressão Múltipla com variáveis dummy. Depois de destacar e justificar a importância do tema, o estudo apresenta uma breve revisão de literatura acerca de métodos de previsão de demanda e de sua aplicação em call centers. O caso é descrito, contextualizando, inicialmente, a empresa estudada e descrevendo, a seguir, a forma como ela lida com o problema de previsão de demanda de chamadas para o produto 103 - serviços relacionados à telefonia fixa. Um modelo de Regressão Múltipla com variáveis dummy é, então, desenvolvido para servir como base do processo de previsão de demanda proposto. Este modelo utiliza informações disponíveis capazes de influenciar a demanda, tais como o dia da semana, a ocorrência ou não de feriado e a proximidade da data com eventos críticos, como a chegada da conta à residência do cliente e seu vencimento; e apresentou ganhos de acurácia da ordem de 3 pontos percentuais para o período estudado, quando comparado com a ferramenta anteriormente em uso.This work describes - with the aid of a case study -a demand forecast problem for a specific product reported to the call center of a large Brazilian company in an industry called Contax, and the way it was approached with the use of Multiple Regression using dummy variables. After highlighting and justifying the studied matter relevance, the article presents a small literature review regarding demand forecast methods and their use in the call center industry. The case is described presenting the studied company and the way it deals with the Forecasting Demand for a telephone all center regarding telephone services products. Therefore, a Multiple Regression with dummy variables model was developed to work as the

  3. Well-being, health, and productivity improvement after an employee well-being intervention in large retail distribution centers.

    Science.gov (United States)

    Rajaratnam, Augustine S; Sears, Lindsay E; Shi, Yuyan; Coberley, Carter R; Pope, James E

    2014-12-01

    To evaluate changes in well-being, biometric, and productivity indicators after a well-being intervention. Biometric and self-reported outcomes were assessed among 677 retail distribution center employees before and after a 6-month well-being intervention. Despite lower well-being at baseline compared to an independent random sample of workers, program participants' well-being, productivity, body mass index, systolic blood pressure, and total cholesterol improved significantly after the intervention, whereas the decline in diastolic blood pressure was not significant. Moreover, participants' specific transition across well-being segments over the intervention period demonstrated more improvement than decline. There is evidence that programs designed to improve well-being within a workforce can be used to significantly and positively impact employee health and productivity, which should result in reduced health care costs, improved employee productivity, and increased overall profitability.

  4. PENGARUH EMPLOYEE ENGAGEMENT TERHADAP KINERJA KARYAWAN DI HUMAN CAPITAL CENTER PT. TELEKOMUNIKASI INDONESIA, TBK

    Directory of Open Access Journals (Sweden)

    Nabilah Ramadhan

    2017-03-01

    Full Text Available Employee engagement telah menjadi salah satu issue dalam kajian manajemen sumber daya manusia, karena memberikan banyak manfaat bagi perusahaan. Tidak hanya membuat karyawan memiliki loyalitas yang tinggi, employee engagement juga membuat karyawan memberikan kontribusi lebih bagi perusahaan melalui peningkatan kinerja. Tujuan utama penelitian ini adalah untuk mengetahui bagaimana tingkat employee engagement dari kinerja karyawan yang terjadi, serta untuk mengetahui pengaruh employee engagement terhadap kinerja karyawan di HCC Telkom. Penelitian ini menggunakan metode deskriptif dan analsis jalur (path analysis. Teknik sampling yang digunakan adalah sensus/total sampling dengan keseluruhan sample berjumlah 74 orang karyawan HCC Telkom. Hasil penelitian menunjukkan bahwa employee engagement berpengaruh signifikan terhadap kinerja karyawan dengan total pengaruh 76.6%

  5. A administração clássica: um estudo aplicado a centrais de atendimento (call center

    Directory of Open Access Journals (Sweden)

    Jairo Moran Carvalho Ribeiro

    2015-04-01

    Full Text Available As organizações modernas, a exemplo de operações de centrais de atendimento, ou call centers, tem atuado em diversas áreas de negócios, que pode ser do simples atendimento, como os serviços de atendimento a clientes - SAC, a grandes empresas com foco em cobrança, televendas ou operações diversas. Assim, a pesquisa buscou apresentar evidências do emprego das teorias clássicas da administração, através de estudo de casos, em dois Call Centers de empresas do Rio Grande do Sul vinculados à rede varejista de eletroeletrônicos e a distribuidora de energia elétrica. Embora, a natureza de atuação diversa entre as duas centrais analisadas, os princípios clássicos da administração se mostraram evidenciados em ambas as operações, a exemplo da racionalização do trabalho, controle das atividades, supervisão atuante, jornadas definidas, prêmios por produção, dentre outros elementos característicos dos princípios defendidos por Taylor, Fayol, Ford entre outros clássicos da administração.

  6. Association of Employee Attributes and Exceptional Performance Rating at a National Center of the US Centers for Disease Control and Prevention, 2011.

    Science.gov (United States)

    Roberts, Henry; Myles, Ranell L; Truman, Benedict I; Dean, Hazel D

    2015-01-01

    Employee performance evaluation motivates and rewards exceptional individual performance that advances the achievement of organizational goals. The Centers for Disease Control and Prevention (CDC) and its operating units evaluate employee performance annually and reward exceptional performance with a cash award or quality step increase in pay. A summary performance rating (SPR) of "exceptional" indicated personal achievements in 2011 that were beyond expectations described in the employee's performance plan. To determine whether personal attributes and job setting of civil service employees were associated with an exceptional SPR in National Center for HIV/AIDS, Viral Hepatitis, STD, and TB Prevention (NCHHSTP) in 2011. Data from the CDC 2011 performance management database collected in 2012 were analyzed in 2013 to identify SPR, personal attributes, and job settings of full-time civil service employees. Multivariate logistic regression controlled for confounding and stratified analysis detected effect modifiers of the association between receiving an exceptional SPR in 2011 and gender, race/ethnicity, education, job location, job series, grade level, years in grade, years of federal service, supervisory role, and NCHHSTP division. Among the 1037 employees, exceptional SPR was independently associated with: female gender (adjusted odds ratio: 1.7 [1.3, 2.3]), advanced degrees (doctorate: 1.7 [1.1, 2.5] master's: [1.1, 2.0]), headquarters location (2.8 [1.9, 4.1]), higher pay grade (3.3 [2.4, 4.5]) and years in grade (0-1 years: 1.7 [1.3, 2.4]; 2-4 years: 1.5 [1.1, 2.0]), division level (Division A: 5.0 [2.5, 9.9]; Division B: 5.5 [3.5, 8.8]), and supervisory status (at a lower-pay grade) (odds ratio: 3.7 [1.1, 11.3]). Exceptional SPR is independently associated with personal employee attributes and job settings that are not modifiable by interventions designed to improve employee performance based on accomplishments.

  7. Evaluation of a National Call Center and a Local Alerts System for Detection of New Cases of Ebola Virus Disease - Guinea, 2014-2015

    Science.gov (United States)

    2016-03-11

    call centers were established in response to the Ebola epidemic in Guinea, Liberia , and Sierra Leone, the sensitivity of those call centers for...Control and Prevention Evaluation of a National Call Center and a Local Alerts System for Detection of New Cases of Ebola Virus Disease — Guinea, 2014...2015 Christopher T. Lee, MD1,2,3; Marc Bulterys, MD, PhD2,4,5; Lise D. Martel, PhD2,6; Benjamin A. Dahl PhD2,5 The epidemic of Ebola virus disease ( Ebola

  8. Prevalence and Impact of Work-Related Musculoskeletal Disorders on Job Performance of Call Center Operators in Nigeria.

    Science.gov (United States)

    Odebiyi, D O; Akanle, O T; Akinbo, S Ra; Balogun, S A

    2016-04-01

    Work-related musculoskeletal disorders (WMSDs) have been documented among various occupational groups in Nigeria. However, there is limited data on the prevalence of WMSDs among call center operators (CCOs). To determine the prevalence of WMSDs among CCOs in Nigeria and to explore the extent to which these discomforts impact the daily work activities of the respondents. 374 respondents who were randomly selected from 4 telecommunication companies in Lagos State, Nigeria, participated in this study. They were asked to complete a pre-tested questionnaire designed to capture the prevalence, impact and associated risk factors of WMSDs among CCOs. 42% and 65.2% of respondents experienced at least one WMSDs in the past 7 days, and 12 months, respectively. Women and CCOs who received calls with hand-held phones rather than headsets reported more discomforts during both 7 days and 12 months periods. Neck, shoulder, upper back, and lower back were the most affected areas during past 7 days and 12 months. Discomforts in the neck, low back, and knees prevented most of the respondents from performing their daily work. WMSDs have a serious impact on the daily job activities of the CCOs in Nigeria.

  9. Job satisfaction and its modeling among township health center employees: a quantitative study in poor rural China.

    Science.gov (United States)

    Liu, Jun A; Wang, Qi; Lu, Zu X

    2010-05-10

    Job satisfaction is important to staff management of township health centers (THCs), as it is associated with organizational performance, quality of care and employee retention. The purpose of this study was to measure job satisfaction level of THC employees in poor rural China and to identify relevant features in order to provide policy advice on human resource development of health service institutions in poor regions. A self-completion questionnaire was used to assess the job satisfaction and relevant features (response rate: 90.5%) among 172 employees (i.e., clinic doctors, medico-technical workers and public health workers) of 17 THCs in Anhui and Xinjiang provinces of China. The study covered a time period of two months in 2007. The mean staff job satisfaction scored 83.3, which was in the category of "somewhat satisfied" on a scale ranging from 0 (extremely dissatisfied) to 100 (extremely satisfied) by employing Likert's transformation formula. Exploratory factor analysis (EFA) revealed eight domains involved in modeling of job satisfaction, among which, the caregivers were more satisfied with job significance (88.2), job competency (87.9) and teamwork (87.7), as compared with work reward (72.9) and working conditions (79.7). Mean job satisfaction in Xinjiang (89.7) was higher than that in Anhui (75.5). Employees of THCs have moderate job satisfactions in poor areas, which need to be raised further by improving their working conditions and reward.

  10. Job satisfaction and its modeling among township health center employees: a quantitative study in poor rural China

    Directory of Open Access Journals (Sweden)

    Lu Zu X

    2010-05-01

    Full Text Available Abstract Background Job satisfaction is important to staff management of township health centers (THCs, as it is associated with organizational performance, quality of care and employee retention. The purpose of this study was to measure job satisfaction level of THC employees in poor rural China and to identify relevant features in order to provide policy advice on human resource development of health service institutions in poor regions. Methods A self-completion questionnaire was used to assess the job satisfaction and relevant features (response rate: 90.5% among 172 employees (i.e., clinic doctors, medico-technical workers and public health workers of 17 THCs in Anhui and Xinjiang provinces of China. The study covered a time period of two months in 2007. Results The mean staff job satisfaction scored 83.3, which was in the category of "somewhat satisfied" on a scale ranging from 0 (extremely dissatisfied to 100 (extremely satisfied by employing Likert's transformation formula. Exploratory factor analysis (EFA revealed eight domains involved in modeling of job satisfaction, among which, the caregivers were more satisfied with job significance (88.2, job competency (87.9 and teamwork (87.7, as compared with work reward (72.9 and working conditions (79.7. Mean job satisfaction in Xinjiang (89.7 was higher than that in Anhui (75.5. Conclusions Employees of THCs have moderate job satisfactions in poor areas, which need to be raised further by improving their working conditions and reward.

  11. Service employee adaptiveness : exploring the impact of role-stress and managerial control approaches

    OpenAIRE

    Sahadev, S; Purani, K; Panda, T

    2017-01-01

    The research aims to explore the relationships between managerial control strategies, role stress and employee adaptiveness among call center employees.\\ud Based on a conceptual model, a questionnaire based survey methodology is adopted. Data was collected from call center employees in India and the data was analysed through PLS methodology.\\ud The study finds that Outcome control and activity control increase role stress while capability control does not have a significant impact. The intera...

  12. Analysis of Phone Calls Regarding Fluoride Exposure made to New Jersey Poison Control Center from 2010 to 2012.

    Science.gov (United States)

    Shah, Sneha; Quek, Samuel; Ruck, Bruce

    2016-02-01

    The American Association of Poison Control Center's annual reports demonstrate that acute fluoride exposure is not an uncommon occurrence. Despite its prevalence, there has been little published research on the topic in the last 10 years. The purpose of this study was to calculate the incidence of acute fluoride toxicity and lethality as it occurs in New Jersey and provide a descriptive epidemiology of acute fluoride exposures. The study design was retrospective in nature. Records of phone calls made by individuals reporting excessive fluoride exposure (in an amount greater than directed/prescribed) to New Jersey's poison control center, known as Poison Information and Education System from the years 2010 through 2012, were extracted from Toxicall® (Computer Automatic Systems, Inc.) database. A total of 2,476 human-only exposure records met the inclusion criteria and were analyzed. Incidence rates were calculated, and population characteristics, circumstances and medical outcomes of acute fluoride exposure cases were assessed and categorized. A total of 2,476 phone call records met the inclusion criteria. The fluoride exposures reported were from toothpaste with fluoride (49%, n=1,214), mouth rinse with fluoride (21.6%, n=536), multivitamin with fluoride (21.4%, n=530) and pure fluoride (0.08%, n=199). Medically speaking, 94.75% of calls were asymptomatic cases (n=2,346), 4.24% were symptomatic (n=105) and 1.01% were informational inquiries (n=25). Adverse symptoms reported were mostly minor (83.9% of symptomatic cases, n=88) and moderate (16.1% of symptomatic cases, n=17). The age group 18 months to 3 years of age showed the highest incidence of acute fluoride exposure (53.2%, n=1,317). There was a slightly higher incidence of acute fluoride exposures among males (n=1,317) vs. females (n=1,159). Most incidences occurred in the home (93.1% of records, n=2,305) and occurred unintentionally (96.7%, n=2,394). Calls were mainly made by the subject's mother (67.5%, n=1

  13. SISTEM PENYUSUNAN KEPEGAWAIAN PADA MANAJEMEN CALL CENTER DENGAN MULTI-CLASS PELANGGAN DAN MULTI-POOL SERVER

    Directory of Open Access Journals (Sweden)

    Aidy Ilmy

    2005-07-01

    Full Text Available Normal 0 false false false IN X-NONE X-NONE MicrosoftInternetExplorer4 st1\\:*{behavior:url(#ieooui } /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0cm 5.4pt 0cm 5.4pt; mso-para-margin:0cm; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-fareast-font-family:"Times New Roman"; mso-fareast-theme-font:minor-fareast; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;} Penelitian ini mempertimbangkan suatu model call center dari pengarahan berbasis ketrampilan. Model ini merupakan server yang bersifat homogen dan heterogen dengan sejumlah aliran masuk dan sejumlah kelompok agen, dengan tingkat kedatangan seketika yang diperbolehkan bersifat tergantung dengan waktu (time-dependent dan bersifat stokastik. Pelanggan yang tidak sabar menunggu untuk dilayani agen kemungkinan akan meninggalkan antrian dan terdapat biaya hukuman yang berhubungan dengan penundaan tersebut. Metoda penyusunan kepegawaian yang diajukan mengoptimalkan perimbangan antara biaya personel dan hukuman penundaan dengan melakukan pengembangan dan penjelasan suatu metoda praktis untuk mengukur jumlah kelompok agen. Dengan menggunakan suatu model stokastik fluida, metoda ini mereduksi permasalahan dalam penyusunan kepegawaian ke bentuk newsvendor problem, yang dapat dipecahkan secara numerik melalui suatu kombinasi linear programming dan simulasi Monte Carlo. Hasil penelitian dan analisa yang diperoleh, dimana dalam semua kasus untuk ukuran kelompok yang diperoleh dari hasil simulasi hampir mendekati optimal dengan hasil dari metode pendekatan yang diusulkan, sekitar 2%-3%..   Kata

  14. The Collaborative Production of Responses and Dispatching on the Radio: Video Analysis in a Medical Emergency Call Center

    Directory of Open Access Journals (Sweden)

    Giolo Fele

    2008-10-01

    Full Text Available What happens when someone rings an emergency hotline for help? How is the emergency handled? How does the emergency service swing into action? Prompt and competent intervention and assessment of the gravity of the situation in a few crucial seconds: these are the quality standards that regulate the organization of emergency operations centers. For a number of years various groups of social science researchers have carried forward a program for the systematic study of work using ethnographic and naturalistic methods of analysis. An interest in work is certainly nothing new in the social sciences, and in sociology in particular. What is new, though, is the particular analytical viewpoint from which such research is now conducted. This program has dispensed with large-scale theorization and has concentrated on the empirical study of activities and practices, achieving an unprecedented level of detail and analytical fineness. Indeed, only by proceeding at this fine level of detail—made possible by the use of videorecordings—has it been possible to document the extraordinary and subtle collaborative production of work, and to do so at a level which extends well beyond the conscious awareness of people in their everyday routine. This aspect concerns in particular the capacity of the latest generation of studies of work to document the tacit procedures and forms of common-sense reasoning involved in the performance of tasks in concrete work settings. This paper focuses on the ways in which the dispatch is done in a medical emergency operation center. Although we know a great deal about the interaction between caller and call-taker from previous research, we know much less about the social organization that makes the dispatch possible. The data analyzed in this paper derive from a research project in which I have been engaged for a number of years on operation centers for the 118 emergency telephone number in Italy. Contrasting the data obtained

  15. Organizational Stressors and Related Stress Intensities in Tehran\\'s Comprehensive Rehabilitation Centers: From the Employees\\' Point of View

    Directory of Open Access Journals (Sweden)

    Nayyereh Tavafi

    2007-01-01

    Full Text Available Objective: Rehabilitation services employees are exposed to stressors at everyday work because they are in touch with people who disability and problems have associated with. Inappropriate policies and processes in work place aggravate stress and would adversely affect mental and physical health of this population which in turn would affect their quality of work. Materials & Methods: In order to determine the status of inappropriate organizational policies and processes as organizational stressors and related stress intensities in Tehran’s comprehensive rehabilitation centers, in a descriptive study all of the personnel were asked to fill a questionnaire which consisted of 32 questions. Content validity was approved by expertise people and reliability was 0.83. Results: Revealed that misevaluation of employees (%98 and using unclear and inappropriate criteria for evaluating personal (%95 were the most prevalent inappropriate organizational policy and process that personnel confronted with. Also we found that exposure to "inequality of payment for similar jobs" and "invalidity of criteria which were used for personnel evaluation", induced highest degree of stress on employees (2.64 from 4 & 1.71from 4 respectively. Conclusion: We conclude that as the most prevalent factor which induced stress in personnel is misevaluation, correction of personnel evaluation system should be over emphasized.

  16. The construction of work–life balance: The experience of Black employees in a call-centre environment

    OpenAIRE

    Sonia C.B. Potgieter; Antoni Barnard

    2010-01-01

    Orientation: Work–life balance, as a crucial aspect of employee and organisational wellness, remains an interesting field of research, especially due to the changing demographic employee profile.Research purpose: The objective of the study was to explore Black employees’ construction of work–life balance in a customer care environment.Motivation for the study: The conceptual debate regarding the construct of work–life balance in general as well as limited qualitative research with regard to B...

  17. The Relationship between Perceived Organizational Justice and Organizational Commitment with Job Satisfaction in Employees of Northern Tehran Health Care Center

    Directory of Open Access Journals (Sweden)

    Mohammad-Hossein Safi

    2016-03-01

    Full Text Available Background and Objective: Today, the organizations are obligated to take sufficient attention to human resources in order to attain greater efficiency and ultimately achieve their goals. Considering the importance of desirable behavior in organizations and its impact on the attitudes and perceptions of employees, it is necessary to pay special attention to the treatment of staff and their needs. The present study was prepared to investigate the relationship between organizational justice and organizational commitment and job satisfaction among health care employees in north Tehran.Materials and Methods: The study was done descriptive-analytical among employees with at least 6 months of experience and with a sample size of 259 patients at the health center. Data collection tools consisted job satisfaction, organizational justice and organizational commitment questionnaires. SPSS software was used for data analysis and Pearson's correlation coefficient and T-test was used for independent groups and regression.Results: The mean (SD of Job satisfaction in employees was 50.1 (12.3, perceived organizational justice was 66.4 (1.17 and organizational commitment was 61.3 (5.7, out of 100. The result value of the correlation coefficient indicates positive and significant relationship between organizational justice and organizational commitment with job satisfaction. Also, components of affective commitment and normative commitment has a significant relationship with job satisfaction, and all of the components of organizational justice (distributive justice, procedural justice, interactional justice have a significant positive correlation with job satisfaction. Regression analysis indicated that organizational justice and organizational commitment are able to predict job satisfaction of the employees. But the components of procedural justice and distributive justice were not able to predict job satisfaction, and job satisfaction can be predicted only

  18. Analysis of Fleet Readiness Center Southwest Concept Integration: New-Employee Orientation and Communication Processes

    National Research Council Canada - National Science Library

    Clemmons, Francini R; Falconieri, Holly M

    2007-01-01

    Fleet Readiness Center Southwest has embraced integration of personnel and processes from Aircraft Intermediate Maintenance Departments and Naval Aviation Depots supporting Naval Aviation Maintenance...

  19. Evaluation of a National Call Center and a Local Alerts System for Detection of New Cases of Ebola Virus Disease - Guinea, 2014-2015.

    Science.gov (United States)

    Lee, Christopher T; Bulterys, Marc; Martel, Lise D; Dahl, Benjamin A

    2016-03-11

    The epidemic of Ebola virus disease (Ebola) in West Africa began in Guinea in late 2013 (1), and on August 8, 2014, the World Health Organization (WHO) declared the epidemic a Public Health Emergency of International Concern (2). Guinea was declared Ebola-free on December 29, 2015, and is under a 90 day period of enhanced surveillance, following 3,351 confirmed and 453 probable cases of Ebola and 2,536 deaths (3). Passive surveillance for Ebola in Guinea has been conducted principally through the use of a telephone alert system. Community members and health facilities report deaths and suspected Ebola cases to local alert numbers operated by prefecture health departments or to a national toll-free call center. The national call center additionally functions as a source of public health information by responding to questions from the public about Ebola. To evaluate the sensitivity of the two systems and compare the sensitivity of the national call center with the local alerts system, the CDC country team performed probabilistic record linkage of the combined prefecture alerts database, as well as the national call center database, with the national viral hemorrhagic fever (VHF) database; the VHF database contains records of all known confirmed Ebola cases. Among 17,309 alert calls analyzed from the national call center, 71 were linked to 1,838 confirmed Ebola cases in the VHF database, yielding a sensitivity of 3.9%. The sensitivity of the national call center was highest in the capital city of Conakry (11.4%) and lower in other prefectures. In comparison, the local alerts system had a sensitivity of 51.1%. Local public health infrastructure plays an important role in surveillance in an epidemic setting.

  20. A Comparison of the Views of Internal Controllers/Auditors and Branch/Call Center Personnel of the Banks for Operational Risk: A Case for Turkish Banking Sector

    Directory of Open Access Journals (Sweden)

    Sinemis Zengin

    2016-10-01

    Full Text Available The aim of this paper is to compare the views of internal controllers/auditors and branch/call center personnel of the banks with respect to the operational risk. Within this scope, we made two different surveys to the personnel in Turkish banks in order to achieve this objective. The first survey was conducted by 310 branch and call center personnel whereas 151 personnel in internal control and audit departments of the banks carried out the second survey. The major finding in this study is that there is a difference in the views of these two groups regarding the evaluation of operational risk. In general, internal controllers/auditors look at the operational risk more negatively than branch/call center personnel. The personnel who control and audit operations in the bank think that operational risk knowledge level of branch/call center personnel is less sufficient, operational risk levels are higher, the controls to avoid this risk are less efficient than branch/call center personnel consider.

  1. Simulation assessment center in the service of the company as a factor in the accuracy and validity of the information about the employee

    OpenAIRE

    Borodai V.A.

    2017-01-01

    The article reveals the relevance of evaluation method for personnel assessment center technologies. The efficiency of the method in terms of accuracy and validity of the assessment of employees. Identified positive factors and problematic use of assessment center technology service company/

  2. Implementation and quality assessment of a pharmacy services call center for outpatient pharmacies and specialty pharmacy services in an academic health system.

    Science.gov (United States)

    Rim, Matthew H; Thomas, Karen C; Chandramouli, Jane; Barrus, Stephanie A; Nickman, Nancy A

    2018-05-15

    The implementation and quality assessment of a pharmacy services call center (PSCC) for outpatient pharmacies and specialty pharmacy services within an academic health system are described. Prolonged wait times in outpatient pharmacies or hold times on the phone affect the ability of pharmacies to capture and retain prescriptions. To support outpatient pharmacy operations and improve quality, a PSCC was developed to centralize handling of all outpatient and specialty pharmacy calls. The purpose of the PSCC was to improve the quality of pharmacy telephone services by (1) decreasing the call abandonment rate, (2) improving the speed of answer, (3) increasing first-call resolution, (4) centralizing all specialty pharmacy and prior authorization calls, (5) increasing labor efficiency and pharmacy capacities, (6) implementing a quality evaluation program, and (7) improving workplace satisfaction and retention of outpatient pharmacy staff. The PSCC centralized pharmacy calls from 9 pharmacy locations, 2 outpatient clinics, and a specialty pharmacy. Since implementation, the PSCC has achieved and maintained program goals, including improved abandonment rate, speed of answer, and first-call resolution. A centralized 24-7 support line for specialty pharmacy patients was also successfully established. A quality calibration program was implemented to ensure service quality and excellent patient experience. Additional ongoing evaluations measure the impact of the PSCC on improving workplace satisfaction and retention of outpatient pharmacy staff. The design and implementation of the PSCC have significantly improved the health system's patient experiences, efficiency, and quality. Copyright © 2018 by the American Society of Health-System Pharmacists, Inc. All rights reserved.

  3. Primary Care DirectConnect: How the Marriage of Call Center Technology and the EMR Brought Dramatic Results—A Service Quality Improvement Study

    Science.gov (United States)

    Bowman, Brent; Smith, Scott

    2010-01-01

    Of the key Health Plan patient satisfaction measures used in Kaiser Permanente Colorado, ease of contacting the physician's office with a medical question was consistently rated as the lowest quarterly patient satisfaction measure. Furthermore, medical office staff had become dissatisfied with their inability to contact patients who had previously left messages. In addition to the shear volume of messages, the return calls were often unanswered, leading to subsequent attempts to reach patients, creating additional work for medical office staff. DirectConnect—the project name for a system and set of processes focused on improving patient satisfaction with the ability to contact Primary Care delivery teams by telephone—focuses on isolating medical advice calls from the other types of calls handled by the centralized Call Center. The system identifies the patient using his/her unique electronic medical record number, then automatically routes medical advice calls directly to the appropriate Primary Care Physician (PCP) or staff. The clinician may then evaluate and respond to the patient's need quickly, thus managing more of their panel's requests in real time. How is DirectConnect different from simply having the patient contact their PCP's office directly? The primary difference is “one-number” convenience that allows all patients to dial one number to access their PCP's team. In addition, calls are routed to various staff as available to reduce long telephone queues and wait times. The DirectConnect system has resulted in statistically significant improvement in key service quality measures. Patient satisfaction improved from a pre-implementation nine quarter mean of 55.9% to a post-implementation 12 quarter mean of 70.2%. Fourteen percent to 17% of all Primary Care calls are now handled by the patient's home medical office team, creating a 54% improvement in the centralized Call Center's speed of answering calls in the first quarter post implementation

  4. Correlation between Occupational Stress and Burnout in Rehabilitation Center Employees of Kashan, Iran

    Directory of Open Access Journals (Sweden)

    Sarsangi V.* MSc,

    2015-01-01

    Full Text Available Aims Stress is considered as a psychological phenomenon that inflicts human beings in the modern societies. Burnout is a psychological or behavioral state which occurs as individual’s performance quality deteriorates. This study aimed to investigate the level of burnout and occupational stress in Kashan rehabilitating centers staffs. Materials & Methods This descriptive study was done on all 298 nurse assistants of Kashan rehabilitation centers in 2013. Data collected using “Health and Safety Executive Questionnaire (HSE” and “Maslach burnout inventory (MBI”. Data were analyzed by the Excel and SPSS 16 software. Pearson correlation coefficient was used to assess relationship between stress dimension and occupation burnout factors. Findings The average of occupational stress was 3.65±0.51 and the average of burnout was 29.67±4.38. Occupational groups had no significant correlation with occupational stress (p=0.86 but had a significant correlation with burnout (p=0.006. There were significant positive correlations between occupational stress parameters and burnout parameters. Just the peer support of occupational stress had no correlations with success, emotional exhaustion and general burnout. Conclusion Deterioration of stressful parameters in occupational environment can mitigate damaging effects of burnout syndromes.

  5. Development of a Comprehensive Programme to Prevent and Reduce the Negative Impact of Railway Fatalities, Injuries and Close Calls on Railway Employees.

    Science.gov (United States)

    Bardon, Cécile; Mishara, Brian L

    2015-09-01

    This article presents a strategy to prevent trauma, support and care for railway personnel who experience critical incidents (CI) on the job, usually fatalities by accident or suicide. We reviewed all publications on CI management, support and care practices in the railway industry, as well as practices in place in Canada (unpublished protocols). Semi structured interviews were conducted with 40 train engineers and conductors involved in CIs and the content was coded and analysed quantitatively. Employees' satisfaction with the help received after the incident varies according to the behaviour of the local manager, company officers and police, the level of compliance with existing company protocols to help them, the presence of unmet expectations for support and care, their perceived competency of clinicians they consulted and the level of trust toward their employers. On the basis of the interview results, the review of existing railway practices and discussions with railway stakeholders, a model protocol was developed for a comprehensive workplace prevention, support and care protocol to reduce the negative impact of railway critical incidents on employees. This protocol includes preventive actions before traumatic events occur, immediate responses at the site of incident, interventions within the first few days after the incident and longer term support and interventions provided by the company and by outsourced experts.

  6. Development of a Questionnaire Designed To Evaluate the Employee Development Activities at Paradise Valley Community College Center: Politics, Law, and Economics of Higher Education.

    Science.gov (United States)

    Cristiano, Marilyn J.; Nellis, Deo E.

    This paper describes the development of a questionnaire for evaluating the activities of the Employee Development Program (EDP) at Paradise Valley Community College Center (PVCCC) in Phoenix (Arizona). Four major goals of the evaluation of the activities of the EDP, and a means for ensuring the content validity of the questionnaire are described.…

  7. The performance and subjective responses of call-center operators with new and used supply air filters at two outdoor air supply rates

    DEFF Research Database (Denmark)

    Wargocki, Pawel; Wyon, David; Fanger, Povl Ole

    2004-01-01

    A 2X2 replicated field intervention experiment was conducted in a call-center providing a telephone directory service: outdoor air supply rate was adjusted to be 8% of the total airflow of 430 l/s (3.5/h)and the supply air filters were either new or had been in place for 6 months. One of these in......A 2X2 replicated field intervention experiment was conducted in a call-center providing a telephone directory service: outdoor air supply rate was adjusted to be 8% of the total airflow of 430 l/s (3.5/h)and the supply air filters were either new or had been in place for 6 months. One...

  8. Customer care policy for utilities - demonstrated with the example of a call center; Customer Care fuer EVU - Wirkungszusammenhaenge am Beispiel des Telefon-Service

    Energy Technology Data Exchange (ETDEWEB)

    Weisse, D. [Consulting und Services, pdv Unternehmensberatung GmbH, Roesrath (Germany)

    2000-01-10

    Customer care policy, for preventing change to another provider and consolidating customer loyalty, is becoming a strategic (powerful) instrument for a utility in the competitive market. But what does this really imply for the day-to-day process of dealing with client-specific operations and workflows? The article describes the interactions between strategic marketing for ensuring client satisfaction and the resulting requirements to be met by a utility's call center, and also describes the key 'parameters' and requirements for successful day-to-day management of call centers. (orig./CB) [German] Customer Care zur Reduzierung der Wechselbereitschaft bzw. zur Erhoehung der Kundenbindung wird fuer EVU zu einem strategischen Instrument im Kampf um die Kunden. Aber was bedeutet dies fuer die operative Abwicklung der kundenbezogenen Geschaeftsprozesse? Der Verfasser erlaeutert die Zusammenhaenge zwischen dem strategischen Ziel der Kundenzufriedenheit und der operativen Umsetzung des Telefon-Service und beschreibt die 'Stellschrauben', die fuer diesen Zweck bei der Planung aber auch im taeglichen Management eines Call Centers zur Verfuegung stehen. (orig.)

  9. Creating 21st-Century Laboratories and Classrooms for Improving Population Health: A Call to Action for Academic Medical Centers.

    Science.gov (United States)

    DeVoe, Jennifer E; Likumahuwa-Ackman, Sonja; Shannon, Jackilen; Steiner Hayward, Elizabeth

    2017-04-01

    Academic medical centers (AMCs) in the United States built world-class infrastructure to successfully combat disease in the 20th century, which is inadequate for the complexity of sustaining and improving population health. AMCs must now build first-rate 21st-century infrastructure to connect combating disease and promoting health. This infrastructure must acknowledge the bio-psycho-social-environmental factors impacting health and will need to reach far beyond the AMC walls to foster community "laboratories" that support the "science of health," complementary to those supporting the "science of medicine"; cultivate community "classrooms" to stimulate learning and discovery in the places where people live, work, and play; and strengthen bridges between academic centers and these community laboratories and classrooms to facilitate bidirectional teaching, learning, innovation, and discovery.Private and public entities made deep financial investments that contributed to the AMC disease-centered approach to clinical care, education, and research in the 20th century. Many of these same funders now recognize the need to transform U.S. health care into a system that is accountable for population health and the need for a medical workforce equipped with the skills to measure and improve health. Innovative ideas about communities as centers of learning, the importance of social factors as major determinants of health, and the need for multidisciplinary perspectives to solve complex problems are not new; many are 20th-century ideas still waiting to be fully implemented. The window of opportunity is now. The authors articulate how AMCs must take bigger and bolder steps to become leaders in population health.

  10. Exercise, character strengths, well-being, and learning climate in the prediction of performance over a 6-month period at a call center.

    Science.gov (United States)

    Moradi, Saleh; Nima, Ali A; Rapp Ricciardi, Max; Archer, Trevor; Garcia, Danilo

    2014-01-01

    Performance monitoring might have an adverse influence on call center agents' well-being. We investigate how performance, over a 6-month period, is related to agents' perceptions of their learning climate, character strengths, well-being (subjective and psychological), and physical activity. Agents (N = 135) self-reported perception of the learning climate (Learning Climate Questionnaire), character strengths (Values In Action Inventory Short Version), well-being (Positive Affect, Negative Affect Schedule, Satisfaction With Life Scale, Psychological Well-Being Scales Short Version), and how often/intensively they engaged in physical activity. Performance, "time on the phone," was monitored for 6 consecutive months by the same system handling the calls. Performance was positively related to having opportunities to develop, the character strengths clusters of Wisdom and Knowledge (e.g., curiosity for learning, perspective) and Temperance (e.g., having self-control, being prudent, humble, and modest), and exercise frequency. Performance was negatively related to the sense of autonomy and responsibility, contentedness, the character strengths clusters of Humanity and Love (e.g., helping others, cooperation) and Justice (e.g., affiliation, fairness, leadership), positive affect, life satisfaction and exercise Intensity. Call centers may need to create opportunities to develop to increase agents' performance and focus on individual differences in the recruitment and selection of agents to prevent future shortcomings or worker dissatisfaction. Nevertheless, performance measurement in call centers may need to include other aspects that are more attuned with different character strengths. After all, allowing individuals to put their strengths at work should empower the individual and at the end the organization itself. Finally, physical activity enhancement programs might offer considerable positive work outcomes.

  11. Exercise, Character Strengths, Well-Being and Learning Climate in the Prediction of Performance over a Six-Month Period at a Call Center

    Directory of Open Access Journals (Sweden)

    Saleh eMoradi

    2014-06-01

    Full Text Available Background: Performance monitoring might have an adverse influence on call center agents’ well-being. We investigate how performance, over a six-month period, is related to agents’ perceptions of their learning climate, character strengths, well-being (subjective and psychological, and physical activity.Method: Agents (N = 135 self-reported perception of the learning climate (Learning Climate Questionnaire, character strengths (Values In Action Inventory Short Version, well-being (Positive Affect, Negative Affect Schedule, Satisfaction With Life Scale, Psychological Well-Being Scales Short Version, and how often/intensively they engaged in physical activity. Performance, time on the phone, was monitored for six consecutive months by the same system handling the calls. Results: Performance was positively related to having opportunities to develop, the character strengths clusters of Wisdom and Knowledge (e.g., curiosity for learning, perspective and Temperance (e.g., having self-control, being prudent, humble, and modest, and exercise frequency. Performance was negatively related to the sense of autonomy and responsibility, contentedness, the character strengths clusters of Humanity and Love (e.g., helping others, cooperation and Justice (e.g., affiliation, fairness, leadership, positive affect, life satisfaction and exercise Intensity.Conclusion: Call centers may need to create opportunities to develop to increase agents’ performance and focus on individual differences in the recruitment and selection of agents to prevent future shortcomings or worker dissatisfaction. Nevertheless, performance measurement in call centers may need to include other aspects that are more attuned with different character strengths. After all, allowing individuals to put their strengths at work should empower the individual and at the end the organization itself. Finally, physical activity enhancement programs might offer considerable positive work outcomes.

  12. Comparison of the perspectives of managers, employees and clients regarding the individual barriers of family planning counseling in healthcare centers of isfahan in 2012.

    Science.gov (United States)

    Taheri, Safoura; Ehsanpour, Soheila; Kohan, Shahnaze; Farzi, Saba; Jaafarpour, Molouk; Direkvand-Moghaddam, Ashraf

    2014-03-01

    Family planning is a lifestyle that is selected voluntarily and is based on the knowledge, attitude and responsible decision making by couples in order to promote the health and welfare of the family and the advancement of the society. In this regard, family planning counseling plays an important role in making informed decisions if used properly and in a responsible way. Detection of individual barriers in family planning counseling based on the viewpoints of managers, employees and clients who are key participants in the healthcare service provision is a major step towards appropriate planning to modify or eliminate such barriers. The present study was conducted with the goal of comparing managers', employees' and clients' viewpoints about individual barriers in family planning counseling in health care centers in Isfahan in 2012. This was a cross-sectional one-step three-group comparative descriptive study conducted on 295 subjects including 59 managers, 110 employees and 126 clients in medical health care centers in Isfahan in 2012. The managers and employees were selected by census sampling, and the clients were recruited through convenient random sampling. The data collection tool was a researcher-designed questionnaire, which was designed in two sections of fertility and personal characteristics, and viewpoint measurement. Descriptive and inferential statistical tests were used to analyze the data. The obtained results showed significant differences between mean scores of viewpoints in three groups of managers, employees and clients concerning individual barriers in family planning counseling. In addition, most of the managers, employees and clients reported individual barriers as an intermediate level barrier in the process of family planning counseling. Results indicate that subjects in three studied groups hold different views regarding the individual barriers in family planning counseling. This difference in the perspectives may be a factor that affects

  13. Person-Centered Care in the Home Setting for Parkinson’s Disease: Operation House Call Quality of Care Pilot Study

    Directory of Open Access Journals (Sweden)

    Nawaz Hack

    2015-01-01

    Full Text Available Objective. (1 To evaluate the feasibility of implementing and evaluating a home visit program for persons with Parkinson’s disease (PD in a rural setting. (2 To have movement disorders fellows coordinate and manage health care delivery. Background. The University of Florida, Center for Movement Disorders and Neurorestoration established Operation House Call to serve patients with PD who could not otherwise afford to travel to an expert center or to pay for medical care. PD is known to lead to significant disability, frequent hospitalization, early nursing home placement, and morbidity. Methods. This was designed as a quality improvement project. Movement disorders fellows travelled to the home(s of underserved PD patients and coordinated their clinical care. The diagnosis of Parkinson’s disease was confirmed using standardized criteria, and the Unified Parkinson’s Disease Rating Scale was performed and best treatment practices were delivered. Results. All seven patients have been followed up longitudinally every 3 to 6 months in the home setting, and they remain functional and independent. None of the patients have been hospitalized for PD related complications. Each patient has a new updatable electronic medical record. All Operation House Call cases are presented during video rounds for the interdisciplinary PD team to make recommendations for care (neurology, neurosurgery, neuropsychology, psychiatry, physical therapy, occupational therapy, speech therapy, and social work. One Operation House Call patient has successfully received deep brain stimulation (DBS. Conclusion. This program is a pilot program that has demonstrated that it is possible to provide person-centered care in the home setting for PD patients. This program could provide a proof of concept for the construction of a larger visiting physician or nurse program.

  14. The effect of social desirability trait on self-reported dietary measures among multi-ethnic female health center employees.

    Science.gov (United States)

    Hébert, J R; Peterson, K E; Hurley, T G; Stoddard, A M; Cohen, N; Field, A E; Sorensen, G

    2001-08-01

    To evaluate the effect of social desirability trait, the tendency to respond in a manner consistent with societal expectations, on self-reported fruit, vegetable, and macronutrient intake. A 61-item food frequency questionnaire (FFQ), 7-item fruit and vegetable screener, and a single question on combined fruit and vegetable intake were completed by 132 female employees at five health centers in eastern Massachusetts. Intake of fruit and vegetables derived from all three methods and macronutrients from the FFQ were fit as dependent variables in multiple linear regression models (overall and by race/ethnicity and education); independent variables included 3-day mean intakes derived from 24-hour recalls (24HR) and score on the 33-point Marlowe-Crowne Social Desirability scale (the regression coefficient for which reflects its effect on estimates of dietary intake based on the comparison method relative to 24HR). Results are based on the 93 women with complete data and FFQ-derived caloric intake between 450 and 4500 kcal/day. In women with college education, FFQ-derived estimates of total caloric were associated with under-reporting by social desirability trait (e.g., the regression coefficient for total caloric intake was -23.6 kcal/day/point in that group versus 36.1 kcal/day/point in women with education less than college) (difference = 59.7 kcal/day/point, 95% confidence interval (CI) = 13.2, 106.2). Except for the single question on which women with college education tended to under-report (difference =.103 servings/day/point, 95% CI = 0.003, 0.203), there was no association of social desirability trait with self-reported fruit and vegetable intake. The effect of social desirability trait on FFQ reports of macronutrient intake appeared to differ by education, but not by ethnicity or race. The results of this study may have important implications for epidemiologic studies of diet and health in women.

  15. 77 FR 47671 - TA-W-81,520, T-Mobile USA, Inc., Call Center, Allentown, PA; TA-W-81,520G, T-Mobile USA, Inc...

    Science.gov (United States)

    2012-08-09

    ... DEPARTMENT OF LABOR Employment and Training Administration TA-W-81,520, T-Mobile USA, Inc., Call Center, Allentown, PA; TA- W-81,520G, T-Mobile USA, Inc., Headquarters Office, Bellevue, WA; Amended... of T-Mobile USA, Inc., Call Center, Allentown, Pennsylvania (TA-W-81,520), Fort Lauderdale, Florida...

  16. Estrategias de un Call Center de telecomunicaciones para la mejora continua de la calidad con enfoque en la satisfacción del cliente.

    OpenAIRE

    Nolivos Balarezo, Jaime Danilo

    2012-01-01

    198 hojas : ilustraciones, 29 x 21 cm + CD-ROM 4168 El objetivo de esta tesis es definir las estrategias a seguir para el mejoramiento continuo de la calidad con enfoque en la satisfacción del cliente, que al aplicar en el Centro de Soporte de Datos de Movistar mejore los niveles de desempeño del personal y la imagen de la empresa frente a sus clientes. Capítulo 1. Introducción al Call Center, funcionamiento y factores críticos de éxito. Aspectos importantes de la empresa y descripción de ...

  17. Bereaved Employee: Returning to Work

    Science.gov (United States)

    ... Work Working Through Grief About Us The Bereaved Employee: Returning to Work By Helen Fitzgerald, CT After ... One employer called a grief therapist to help employees after a co-worker reported the death of ...

  18. Las fábricas de la charla en Chile: apuntes preliminares sobre la materialidad y la subjetividad del trabajo en los call centers

    Directory of Open Access Journals (Sweden)

    Areli Escobar Salazar

    2013-06-01

    Full Text Available Este artículo expone los resultados preliminares de la investigación doctoral en Antropología, orientada a conocer la materialidad y la subjetividad del trabajo de los call centers en Chile. Un salario definido por metas inalcanzables, el maltrato, el cansancio de nuevo tipo, la doble extracción del valor productivo y reproductivo de las mujeres trabajadoras y su entorno familiar, la explotación de las capacidades subjetivas, entre otros aspectos, dan cuenta de las nuevas formas que asume la precarización del trabajo. Las fábricas de la charla en Chile son un claro ejemplo de las formas que asume la organización del trabajo en el escenario laboral contemporáneo.

  19. Effort-reward imbalance and one-year change in neck-shoulder and upper extremity pain among call center computer operators.

    Science.gov (United States)

    Krause, Niklas; Burgel, Barbara; Rempel, David

    2010-01-01

    The literature on psychosocial job factors and musculoskeletal pain is inconclusive in part due to insufficient control for confounding by biomechanical factors. The aim of this study was to investigate prospectively the independent effects of effort-reward imbalance (ERI) at work on regional musculoskeletal pain of the neck and upper extremities of call center operators after controlling for (i) duration of computer use both at work and at home, (ii) ergonomic workstation design, (iii) physical activities during leisure time, and (iv) other individual worker characteristics. This was a one-year prospective study among 165 call center operators who participated in a randomized ergonomic intervention trial that has been described previously. Over an approximate four-week period, we measured ERI and 28 potential confounders via a questionnaire at baseline. Regional upper-body pain and computer use was measured by weekly surveys for up to 12 months following the implementation of ergonomic interventions. Regional pain change scores were calculated as the difference between average weekly pain scores pre- and post intervention. A significant relationship was found between high average ERI ratios and one-year increases in right upper-extremity pain after adjustment for pre-intervention regional mean pain score, current and past physical workload, ergonomic workstation design, and anthropometric, sociodemographic, and behavioral risk factors. No significant associations were found with change in neck-shoulder or left upper-extremity pain. This study suggests that ERI predicts regional upper-extremity pain in -computer operators working >or=20 hours per week. Control for physical workload and ergonomic workstation design was essential for identifying ERI as a risk factor.

  20. Relationship Between Mental Health and Job Satisfaction Among Employees in a Medical Center Department of Laboratory Medicine

    Directory of Open Access Journals (Sweden)

    Mo Siu-Mei Lee

    2009-02-01

    Conclusion: The prevalence of psychiatric morbidity in the workplace is high. The severity of psychological distress is negatively associated with job satisfaction. Early detection of psychiatric morbidity through self-administered screening questionnaires, as well as implementation of organizational mental-health promotion programs, is recommended to improve employees' mental health and job satisfaction.

  1. Constraints to connecting children with nature--Survey of U.S. Fish and Wildlife Service employees sponsored by the National Conservation Training Center, Division of Education Outreach

    Science.gov (United States)

    Ratz, Joan M.; Schuster, Rudy M.

    2011-01-01

    The U.S. Fish and Wildlife Service (FWS) names "connecting people with nature" as one of its top six priorities in the online Service Employee Pocket Guide. The National Conservation Training Center (NCTC) took the initiative to identify issues that impede greater progress in addressing constraints to connecting children with nature. The Division of Education Outreach at NCTC formed a working relation with the Policy Analysis and Science Assistance branch of the U.S. Geological Survey to conduct a study on these issues. To meet the objectives of the study, a survey of a sample of FWS employees was conducted. This report includes the description of how the survey was developed and administered, how the data were analyzed, and a discussion of the survey results. The survey was developed based on published literature and incorporated input from two working groups of professionals focused on the issue of connecting children with nature. Although the objective as stated by the FWS is to connect people with nature, the survey primarily focused on connecting children, rather than all people, with nature. The four primary concepts included on the survey were interpretation of how the FWS defined "connection" as part of its mission, perceived success with outreach, constraints to connecting children with nature, and importance of connecting children with nature. The survey was conducted online using KeySurvey© software. The survey was sent to 604 FWS employees. Responses were received from 320 employees. The respondents represented diversity in regions, tenure, wage/grade level, job series, supervisory status, and involvement with education and outreach activities. The key findings of the survey are as follows: * FWS employees believe they as individuals and the agency are successful now and will be more successful in the future in connecting children with nature. * FWS employees believe that there are many outcomes that are relevant to the FWS objective to connect people

  2. Employee, State of Alaska

    Science.gov (United States)

    Business Resources Division of Corporations, Business & Professional Licensing Dept. of Commerce Benefits Resources State Employee Directory State Calendar State Training: LearnAlaska State Travel Manager) Web Mail (Outlook) Login Who to Call Health Insurance Insurance Benefits Health and Optional

  3. Pengaruh Kepuasan Gaji, Shift Kerja Malam Dan Kepuasan Kerja Terhadap Intensi Keluar Karyawan (Studi Pada Call Center PT Vads Indonesia Kantor Cabang YOGYAKARTA)

    OpenAIRE

    Farlianto, Farlianto Farlianto

    2014-01-01

    High rate of turnover leads to adverse effect to an organization. Such problem is likely generating instability and uncertainty towards employment condition and human resources cost rise in forms of training invested to them, recruitment and newly built training programs. High turnover, in addition, also results in organizational ineffectiveness because it loses experienced employees as well as spends much times in training new, inexperienced employees.This study aims to analyze the effect of...

  4. How are the temporary workers? Quality of life and burn-out in a call center temporary employment in Italy: a pilot observational study

    Directory of Open Access Journals (Sweden)

    Alice Mannocci

    2014-06-01

    Full Text Available OBJECTIVES. The aim of this study was to quantify the level of health related quality of life and burnout in a call centers sample of precarious workers. METHODS. An observational study was carried out in Italy. A self-reported anonymous questionnaire was administered to temporary workers in order to estimate burn-out and quality of life levels. RESULTS. 227 questionnaires were collected. 78% of the sample was female and the mean age was 35.48 years (SD = 9.91. Among the participants, 40% were smokers, 42% regularly drinkers, 65% changed the body weight (more than 5 kg, in 1 year. The mental component score (MCS was significantly better in subject that have a regularly life style, for example in those no change their body weight (p = 0.001, sleep more than 7 hours (p = 0.018 and followed a diet (p = 0.035. The DP (depersonalization is significant higher in former smokers (p = 0.031, in underweight subjects (p = 0.025 and in the group that have a precarious employment of over 2 years (p = 0.013. CONCLUSIONS. This investigation shows that in this particular category of atypical workers depressive symptoms and quality of life were lower than the general population. It is important to underline that the interpretation of the results is limited partly by the observational character of the study.

  5. Employee Care

    OpenAIRE

    Zavadilová, Eva

    2014-01-01

    The theme of the bachelor's thesis is the issue of employee care and related provision of employee benefits. The main objective is to analyze the effective legislation and characterize the basic areas of employee care. First of all, the thesis focuses on the matter of employee care and related legislation analyzing the working conditions, professional growth of the employees, catering of employees and special conditions for some employees. Furthermore, the special attention is paid to the vol...

  6. Calle Blanco

    Directory of Open Access Journals (Sweden)

    Gonzalo Cerda Brintrup

    1988-06-01

    Full Text Available Importante arteria, que comunica el sector del puerto con la plaza. Las más imponentes construcciones se sucedían de un modo continuo, encaramándose a ambos lados de la empinada calle. Antes del gran incendio de 1936 grandes casonas de madera destacaban en calle Irarrázabal y en la esquina de ésta con calle Blanco, la más hermosa construcción pertenecía a don Alberto Oyarzún y la casa vecina hacia Blanco era de don Mateo Miserda, limitada por arriba con la casa de don Augusto Van Der Steldt y ésta era seguida de la casa de don David Barrientos provista de cuatro cúpulas en las esquinas y de un amplio corredor en el frontis. Todas estas construcciones de madera fueron destruidas en el gran incendio de 1936.

  7. Using Readership Research to Study Employee Views.

    Science.gov (United States)

    Pavlik, John; And Others

    1990-01-01

    Surveys employees of the Hershey Medical Center in Pennsylvania to examine why they read "Vital Signs," the employee newsletter. Finds that employees with a higher level of organizational integration often place more emphasis on reading the employee newsletter to survey system functions and the employee social network. (MM)

  8. Allegheny County Employee Salaries

    Data.gov (United States)

    Allegheny County / City of Pittsburgh / Western PA Regional Data CenterEmployee salaries are a regular Right to Know request the County receives. Here is the disclaimer language that is included with the dataset from the Open Records...

  9. Assessing call centers’ success:

    Directory of Open Access Journals (Sweden)

    Hesham A. Baraka

    2013-07-01

    This paper introduces a model to evaluate the performance of call centers based on the Delone and McLean Information Systems success model. A number of indicators are identified to track the call center’s performance. Mapping of the proposed indicators to the six dimensions of the D&M model is presented. A Weighted Call Center Performance Index is proposed to assess the call center performance; the index is used to analyze the effect of the identified indicators. Policy-Weighted approach was used to assume the weights with an analysis of different weights for each dimension. The analysis of the different weights cases gave priority to the User satisfaction and net Benefits dimension as the two outcomes from the system. For the input dimensions, higher priority was given to the system quality and the service quality dimension. Call centers decision makers can use the tool to tune the different weights in order to reach the objectives set by the organization. Multiple linear regression analysis was used in order to provide a linear formula for the User Satisfaction dimension and the Net Benefits dimension in order to be able to forecast the values for these two dimensions as function of the other dimensions

  10. Employee Perceptions of Progress with Implementing a Student-Centered Model of Institutional Improvement: An Achieving the Dream Case Study

    Science.gov (United States)

    Cheek, Annesa LeShawn

    2011-01-01

    Achieving the Dream is a national initiative focused on helping more community college students succeed, particularly students of color and low-income students. Achieving the Dream's student-centered model of institutional improvement focuses on eliminating gaps and raising student achievement by helping institutions build a culture of evidence…

  11. Smoking, dietary, and breast and cervical cancer screening knowledge and screening practices of employees in an urban medical center.

    Science.gov (United States)

    Hyman, R B; Greenwald, E S; Hacker, S

    1995-01-01

    This paper reports results of a survey of 500 health care workers in a private New York City Hospital that assessed knowledge and behaviors in the areas of smoking and cancer, diet and cancer, and breast and cervical cancer screening. Given the small number of knowledge items, the results indicated good knowledge concerning diet and cancer, smoking and cancer, and mammography and Pap test guidelines. Conformity with American Cancer Society guidelines for Pap testing was comparable to national figures, but with women over 50 as likely to obtain Pap smears as younger women. Conformity with mammography guidelines was excellent, although compliance with breast self-examination recommendations was low (25.4%). Of female employees over age 50, 87.4% had ever had mammography and 77.6% reported yearly mammography. Only 19% of the respondents admitted to current smoking. Although methodologic differences made comparison of knowledge of diet and cancer with the work of others difficult, knowledge of the risks of smoking was comparable to levels found in other studies.

  12. EMERGENCY CALLS

    CERN Multimedia

    Medical Service

    2001-01-01

    IN URGENT NEED OF A DOCTOR GENEVA EMERGENCY SERVICES GENEVA AND VAUD 144 FIRE BRIGADE 118 POLICE 117 CERN FIREMEN 767-44-44 ANTI-POISONS CENTRE Open 24h/24h 01-251-51-51 Patient not fit to be moved, call family doctor, or: GP AT HOME, open 24h/24h 748-49-50 Association Of Geneva Doctors Emergency Doctors at home 07h-23h 322 20 20 Patient fit to be moved: HOPITAL CANTONAL CENTRAL 24 Micheli-du-Crest 372-33-11 ou 382-33-11 EMERGENCIES 382-33-11 ou 372-33-11 CHILDREN'S HOSPITAL 6 rue Willy-Donzé 372-33-11 MATERNITY 32 bvd.de la Cluse 382-68-16 ou 382-33-11 OPHTHALMOLOGY 22 Alcide Jentzer 382-33-11 ou 372-33-11 MEDICAL CENTRE CORNAVIN 1-3 rue du Jura 345 45 50 HOPITAL DE LA TOUR Meyrin EMERGENCIES 719-61-11 URGENCES PEDIATRIQUES 719-61-00 LA TOUR MEDICAL CENTRE 719-74-00 European Emergency Call 112 FRANCE EMERGENCY SERVICES 15 FIRE BRIGADE 18 POLICE 17 CERN FIREMEN AT HOME 00-41-22-767-44-44 ANTI-POISONS CENTRE Open 24h/24h 04-72-11-69-11 All doctors ...

  13. MSFC personnel management tasks: Recruitment and orientation of new employees

    Science.gov (United States)

    Brindley, T. A.

    1980-01-01

    In order to encourage highly motivated young students to learn about NASA and consider it for a career, a formal program is to be initiated whereby selected students can work on a voluntary basis at Marshall Space Flight Center (MSFC). The first task was to develop the working plan and procedures for this program, called Student Volunteer Service Program, in the writing of MSFC official guidelines, the Marshall Management Instruction (the MMI) which is a binding document that defines policy and establishes procedures and guidelines. Particular considerations written into the MMI after numerous consultations, interviews, and discussions about a satisfactory policy, include: arrangements to be made between the student, the school authorities, and concerned MSFC employees; management of the work assignments; and procedures for the student's welfare and safety. The second task was the development of a recruitment brochure for the attraction of new employees, especially scientists and engineers. The third task assigned was to develop a plan called Orientation of New Employees.

  14. A multicenter, open-label, pilot study evaluating the functionality of an integrated call center for a digital medicine system to optimize monitoring of adherence to oral aripiprazole in adult patients with serious mental illness

    Directory of Open Access Journals (Sweden)

    Kopelowicz A

    2017-10-01

    Full Text Available Alex Kopelowicz,1 Ross A Baker,2 Cathy Zhao,2 Claudette Brewer,3 Erica Lawson,3 Timothy Peters-Strickland2 1David Geffen School of Medicine, University of California, Los Angeles, CA, 2Otsuka Pharmaceutical Development and Commercialization Inc., Princeton, NJ, 3Otsuka Pharmaceutical Development and Commercialization Inc., Rockville, MD, USA Background: Medication nonadherence is common in the treatment of serious mental illness (SMI and leads to poor outcomes. The digital medicine system (DMS objectively measures adherence with oral aripiprazole in near-real time, allowing recognition of adherence issues. This pilot study evaluated the functionality of an integrated call center in optimizing the use of the DMS. Materials and methods: An 8-week, open-label, single-arm trial at four US sites enrolled adults with bipolar I disorder, major depressive disorder, and schizophrenia on stable oral aripiprazole doses and willing to use the DMS (oral aripiprazole + ingestible event marker [IEM], IEM-detecting skin patch, and software application. Integrated call-center functionality was assessed based on numbers and types of calls. Ingestion adherence with prescribed treatment (aripiprazole + IEM during good patch wear and proportion of time with good patch wear (days with ≥80% patch data or detected IEM were also assessed. Results: All enrolled patients (n=49 used the DMS and were included in analyses; disease duration overall approached 10 years. For a duration of 8 weeks, 136 calls were made by patients, and a comparable 160 calls were made to patients, demonstrating interactive communication. The mean (SD number of calls made by patients was 2.8 (3.5. Approximately half of the inbound calls made by patients occurred during the first 2 weeks and were software application- or patch-related. Mean ingestion adherence was 88.6%, and corresponding good patch wear occurred on 80.1% of study days. Conclusion: In this pilot study, the integrated call center

  15. 29 CFR 785.17 - On-call time.

    Science.gov (United States)

    2010-07-01

    ... On-call time. An employee who is required to remain on call on the employer's premises or so close... employee who is not required to remain on the employer's premises but is merely required to leave word at his home or with company officials where he may be reached is not working while on call. (Armour & Co...

  16. Analysis of employee benefits in company

    OpenAIRE

    Burda, Tomáš

    2011-01-01

    The main subject of Bachelor's Thesis called "Analysis of employee benefits in company" is to analyze system of employee benefits used in company Saint-Gobain Construction Products a.s. The theoretical part focuses on the meaning of employee benefits, their categorization, terms of tax legislation a trends. In the practical section of the work, the current state of employee benefits in the firm is discussed and reviewed. A survey was conducted to investigate the satisfaction of employees towa...

  17. Employees development

    OpenAIRE

    Kilijánová, Radka

    2010-01-01

    Employees development is one of the main activities of human resources management. It is connected with other activites, such as training of employees, career development and performance management. In the recent days there is an increased importance put on employees development, although the current economic crisis still has some consequences, such as reduced development budget of many organizations. The thesis mentiones employees development in the first place in the context of management o...

  18. A Study on the Employee Turnover Antecedents in ITES/BPO Sector

    Science.gov (United States)

    Sree Rekha, K. R.; Kamalanabhan, T. J.

    2010-01-01

    This paper aims at testing a conceptual model connecting variables of the internal and external work environment to ITES/BPO employee turnover. Based on the gaps identified from the literature that no single model explains in a comprehensive way as to why, people choose to leave and the lack of turnover studies on call centers located in India.…

  19. Assessment of psychological dependence among tobacco users: A survey held among the rural population of India to call for attention of tobacco cessation centers.

    Science.gov (United States)

    Jadhav, Kiran; Singh, Dhanpal

    2013-07-01

    In India most of the tobacco cessation centers are concentrating only on urban population, whereas, literature reveals that it is rural population, which shows high frequency of consumption of tobacco. It is well known that high frequency of tobacco consumption is associated with psychological dependence. This study aimed at identifying, which form of tobacco consumption (smoking or smokeless) is associated with psychological dependence and is associated with which particular age group in rural population. It was a questionnaire based survey where 200 subjects were enrolled. Revised version of standard Fagerstrom Test for Nicotine dependence (FTND) was given to each subject to answer. The collected data was statistically analyzed by using Karl Pearson Correlation (r) test and Student's t-test. Study showed that subjects above 40 years of age are psychologically highly dependent on tobacco smoking as compared to tobacco chewing. Tobacco chewing is more prevalent among the younger population (20-30 years of age) and type of habit does not have any influence over psychological dependence below 40 years of age. A positive correlation was observed between duration of habit and psychological dependence in all age groups irrespective of type of the habit of tobacco consumption. This study attempts at creating a new avenue for the tobacco cessation centers where they can target their efforts towards rural population particularly people above 40 years of age with a tobacco smoking habit so that they can actually reduce the burden of a number of people at risk for developing tobacco associated oral cancer.

  20. Assessment of psychological dependence among tobacco users: A survey held among the rural population of India to call for attention of tobacco cessation centers

    Directory of Open Access Journals (Sweden)

    Kiran Jadhav

    2013-01-01

    Full Text Available Background: In India most of the tobacco cessation centers are concentrating only on urban population, whereas, literature reveals that it is rural population, which shows high frequency of consumption of tobacco. It is well known that high frequency of tobacco consumption is associated with psychological dependence. This study aimed at identifying, which form of tobacco consumption (smoking or smokeless is associated with psychological dependence and is associated with which particular age group in rural population. Materials and Methods: It was a questionnaire based survey where 200 subjects were enrolled. Revised version of standard Fagerstrom Test for Nicotine dependence (FTND was given to each subject to answer. The collected data was statistically analyzed by using Karl Pearson Correlation (r test and Student′s t-test. Results: Study showed that subjects above 40 years of age are psychologically highly dependent on tobacco smoking as compared to tobacco chewing. Tobacco chewing is more prevalent among the younger population (20-30 years of age and type of habit does not have any influence over psychological dependence below 40 years of age. A positive correlation was observed between duration of habit and psychological dependence in all age groups irrespective of type of the habit of tobacco consumption. Conclusion: This study attempts at creating a new avenue for the tobacco cessation centers where they can target their efforts towards rural population particularly people above 40 years of age with a tobacco smoking habit so that they can actually reduce the burden of a number of people at risk for developing tobacco associated oral cancer.

  1. Commentary: A call to leadership: the role of the academic medical center in driving sustainable health system improvement through performance measurement.

    Science.gov (United States)

    Nedza, Susan M

    2009-12-01

    As the government attempts to address the high cost of health care in the United States, the issues being confronted include variations in the quality of care administered and the inconsistent application of scientifically proven treatments. To improve quality, methods of measurement and reporting with rewards or, eventually, penalties based on performance, must be developed. To date, well-intentioned national policy initiatives, such as value-based purchasing, have focused primarily on the measurement of discrete events and on attempts to construct incentives. While important, the current approach alone cannot improve quality, ensure equitability, decrease variability, and optimize value. Additional thought-leadership is required, both theoretical and applied. Academic medical centers' (AMCs') scholarly and practical participation is needed. Although quality cannot be sustainably improved without measurement, the existing measures alone do not ensure quality. There is not enough evidence to support strong measure development and, further, not enough insight regarding whether the existing measures have their intended effect of enhancing health care delivery that results in quality outcomes for patients. Perhaps the only way that the United States health care system will achieve a standard of quality care is through the strong embrace, effective engagement, intellectual insights, educational contributions, and practical applications in AMCs. Quality will never be achieved through public policies or national initiatives alone but instead through the commitment of the academic community to forward the science of performance measurement and to ensure that measurement leads to better health outcomes for our nation.

  2. Linking Calling Orientations to Organizational Attachment via Organizational Instrumentality

    Science.gov (United States)

    Cardador, M. Teresa; Dane, Erik; Pratt, Michael G.

    2011-01-01

    Despite an emerging interest in callings, researchers know little about whether calling orientations matter in the workplace. We explore the under-examined relationship between a calling orientation and employees' attachment to their organizations. Although some theory suggests that callings may be negatively related to organizational attachment,…

  3. Employee health.

    Science.gov (United States)

    2015-09-01

    The National Institute for Health and Care Excellence has produced a new guideline looking at improving the health and wellbeing of employees, with a particular focus on organisational culture and context, and the role of line managers.

  4. An Evaluation of the Performance Diagnostic Checklist-Human Services to Assess an Employee Performance Problem in a Center-Based Autism Treatment Facility

    Science.gov (United States)

    Ditzian, Kyle; Wilder, David A.; King, Allison; Tanz, Jeanine

    2015-01-01

    The Performance Diagnostic Checklist-Human Services (PDC-HS) is an informant-based tool designed to assess the environmental variables that contribute to poor employee performance in human services settings. We administered the PDC-HS to 3 supervisors to assess the variables that contributed to poor performance by 4 staff members when securing…

  5. The difficult medical emergency call

    DEFF Research Database (Denmark)

    Møller, Thea Palsgaard; Kjærulff, Thora Majlund; Viereck, Søren

    2017-01-01

    BACKGROUND: Pre-hospital emergency care requires proper categorization of emergency calls and assessment of emergency priority levels by the medical dispatchers. We investigated predictors for emergency call categorization as "unclear problem" in contrast to "symptom-specific" categories and the ......BACKGROUND: Pre-hospital emergency care requires proper categorization of emergency calls and assessment of emergency priority levels by the medical dispatchers. We investigated predictors for emergency call categorization as "unclear problem" in contrast to "symptom-specific" categories...... and the effect of categorization on mortality. METHODS: Register-based study in a 2-year period based on emergency call data from the emergency medical dispatch center in Copenhagen combined with nationwide register data. Logistic regression analysis (N = 78,040 individuals) was used for identification...

  6. Design and Realization of Call Center Module of Tele-Screening System for Diabetic Retinopathy%糖尿病性视网膜病变筛查系统呼叫中心模块设计与实现

    Institute of Scientific and Technical Information of China (English)

    谢慧; 余轮; 郑绍华; 陈健

    2014-01-01

    糖尿病性视网膜病变是导致眼病患者致盲的重要因素之一,定期的视网膜病变筛查对及时发现病变并治疗有很大的帮助,糖尿病性视网膜病变远程筛查是提高患者筛查依从性的一种有效方法,已经得到广泛认可。本文将对远程糖尿病性视网膜病变筛查系统进行分析,并且提出呼叫中心模块的系统设计方案。该模块由语音卡搭建,文中介绍了系统硬件架构,以及软件的实现。通过测试,本方案所构建的糖尿病性视网膜病变远程筛查呼叫中心模块能够很好地满足整个系统的功能要求,并且结构较为简单,通用性良好。%Diabetic retinopathy is one of main diseases which can lead to blindness. Regular screening for diabetic retinopathy is an effective way for the timely detection and treatment of diabetic retinopathy. Tele-screening for diabetic retinopathy will help patients to improve their screening compliance. Based on the analysis of the tele-screening system for diabetic retinopathy, this paper puts forward a design scheme of call center module which is established with phonic card for the system. This paper introduces the hardware architecture and software implementation of the call center module. The testing results showed that the call center module with simple structures and good generality can meet the functional requirements of the tele-screening system for diabetic retinopathy.

  7. [Current status on management and needs related to education and training programs set for new employees at the provincial Centers for Disease Control and Prevention, in China].

    Science.gov (United States)

    Ma, J; Meng, X D; Luo, H M; Zhou, H C; Qu, S L; Liu, X T; Dai, Z

    2016-06-01

    In order to understand the current management status on education/training and needs for training among new employees working at the provincial CDC in China during 2012-2014, so as to provide basis for setting up related programs at the CDC levels. Based on data gathered through questionnaire surveys run by CDCs from 32 provincial and 5 specifically-designated cities, microsoft excel was used to analyze the current status on management of education and training, for new employees. There were 156 management staff members working on education and training programs in 36 CDCs, with 70% of them having received intermediate or higher levels of education. Large differences were seen on equipment of training hardware in different regions. There were 1 214 teaching staff with 66 percent in the fields or related professional areas on public health, in 2014. 5084 new employees conducted pre/post training programs, from 2012 to 2014 with funding as 750 thousand RMB Yuan. 99.5% of the new employees expressed the needs for further training while. 74% of the new staff members expecting a 2-5 day training program to be implemented. 79% of the new staff members claimed that practice as the most appropriate method for training. Institutional programs set for education and training at the CDCs need to be clarified, with management team organized. It is important to provide more financial support on both hardware, software and human resources related to training programs which are set for new stuff members at all levels of CDCs.

  8. Employee Handbook

    Energy Technology Data Exchange (ETDEWEB)

    Bello, Madelyn

    2008-09-05

    Welcome to Berkeley Lab. You are joining or are already a part of a laboratory with a sterling tradition of scientific achievement, including eleven Nobel Laureates and thirteen National Medal of Science winners. No matter what job you do, you make Berkeley Lab the outstanding organization that it is. Without your hard work and dedication, we could not achieve all that we have. We value you and thank you for choosing to be part of our community. This Employee Handbook is designed to help you navigate the Lab. With over 3,000 employees, an additional 3,000 guests visiting from countries around the world, a 200-acre campus and many policies and procedures, learning all the ins and outs may seem overwhelming, especially if you're a new employee. However, even if you have been here for a while, this Handbook should be a useful reference tool. It is meant to serve as a guide, highlighting and summarizing what you need to know and informing you where you can go for more detailed information. The general information provided in this Handbook serves only as a brief description of many of the Lab's policies. Policies, procedures and information are found in the Lab's Regulations and Procedures Manual (RPM), Summary Plan Descriptions, University of California policies, and provisions of Contract 31 between the Regents of the University and the U.S. Department of Energy. In addition, specific terms and conditions for represented employees are found in applicable collective bargaining agreements. Nothing in this Handbook is intended to supplant, change or conflict with the previously mentioned documents. In addition, the information in this Handbook does not constitute a contract or a promise of continued employment and may be changed at any time by the Lab. We believe employees are happier and more productive if they know what they can expect from their organization and what their organization expects from them. The Handbook will familiarize you with the

  9. Investigação e análise dos processos de gestão da informação em uma empresa do setor de call centers

    Directory of Open Access Journals (Sweden)

    Eduardo Augusto Andrade

    Full Text Available Este trabalho investiga e analisa as práticas e os processos de gestão estratégica informacional implementados em um call center, embasando-se em quatro categorias analíticas: determinação de exigências informacionais, obtenção, disseminação e uso de informações. Múltiplas fontes de evidências foram utilizadas, como quatorze entrevistas semi-estruturadas, pesquisa documental e observação direta. Os resultados apontaram para a inexistência de uma estrutura legítima de gestão estratégica da informação, e evidenciaram a distância entre o discurso e a prática vigente.

  10. 911 Call Center (PSAP) Service Areas, Master coverage of "atom" features used as a source to generate several derivative layers for the Sheriff RMS and E-911 map rolls. Cover is painstakingly maintained interactively by GIS staff. All atom boundaries are snapped to the road centerline cover, Published in 2008, 1:1200 (1in=100ft) scale, Sedgwick County Government.

    Data.gov (United States)

    NSGIC Local Govt | GIS Inventory — 911 Call Center (PSAP) Service Areas dataset current as of 2008. Master coverage of "atom" features used as a source to generate several derivative layers for the...

  11. Delivering ideal employee experiences.

    Science.gov (United States)

    Weiss, Marjorie D; Tyink, Steve; Kubiak, Curt

    2009-05-01

    Employee-centric strategies have moved from employee satisfaction and brand awareness to employee "affinity" or "attachment." In today's marketplace, occupational health nurses understand that differentiation (i.e., the perception of uniqueness) is the direct result of superior employee interactions, which lead to better employee care, enduring employee relationships, loyal employees, and satisfied employers. What drives employees to occupational health nurse attachment? The answer is a passion for rising above the competition to create ideal employee experiences.

  12. Working conditions and psychosocial risk factors of employees in French electricity and gas company customer support departments.

    Science.gov (United States)

    Chevalier, Anne; Dessery, Michel; Boursier, Marie-Françoise; Grizon, Marie Catherine; Jayet, Christian; Reymond, Catherine; Thiebot, Michelle; Zeme-Ramirez, Monique; Calvez, Thierry

    2011-01-01

    Little is known about the real impact of working conditions on the health of call center employees. The aim of this article is to describe the working conditions of French electricity and gas company customer service teams, especially those spending more than 75% of their working time handling calls in order to determine their subjective experience of their work and identify situations at risk of psychosocial constraints. A cross-sectional study using a self-completion questionnaire was conducted on a representative sample of 2,000 employees working in customer service centers. The questions focused on the variety of tasks performed, the organization of working time, the physical environment of the workstation, violent situations and psychosocial factors (Job Content Questionnaire). Multivariate statistical analyses were performed to identify factors associated with the wish to leave the sector and with a high level of psychosocial constraints. Women made up 66% of the sample. Despite a high educational level, the average socio-professional level of the employees was relatively low. Although the vast majority of employees had chosen this career (74%), just over half would like to leave. The main factors associated with iso-strain were inadequate breaks (odds ratio (OR) = 2.0), low perceived quality of work (OR = 2.4), high proportion of working time spent handling calls (≥75% of working time: OR = 5.9, between 50 and Employees who spend more than 75% of their working time on the phone cumulate every factor linked with a high level of constraints, but all employees of the EDF and Gaz de France customer service centers are concerned. These workers share many characteristics with other call centers: predominantly female workforce; high educational level; wish to leave this sector despite the initial choice; high level of psychosocial risk factors.

  13. Job stress among Iranian prison employees.

    Science.gov (United States)

    Akbari, J; Akbari, R; Farasati, F; Mahaki, B

    2014-10-01

    Exposure to job stress causes deleterious effects on physical and mental health of employees and productivity of organizations. To study work-related stressors among employees of prisons of Ilam, western Iran. In a cross-sectional study conducted from July to October 2013, 177 employees of Ilam prisons and security-corrective measures organization were enrolled in this study. The UK Health and Safety Executive Organization 35-item questionnaire for assessment of occupational stress was used to determine job stress among the studied employees. Job stress was highest among employees of "correction and rehabilitation center" of Ilam province followed by "Dalab vocational training center." There was no significant relationship between occupational stress and age, work experience, level of education, marital status, sex of employees, and obesity. Employees of prisons, for their nature of job and work environment, are exposed to high level of occupational stress.

  14. Motivation of employees and employee benefits

    OpenAIRE

    Haninger, David

    2011-01-01

    This bachelor's thesis examines the subject of employee motivation and employee benefits. The basic terms and theories needed to comprehend the subject are explained in the theoretical part of the work. The theoretical part of the work also focuses on employee benefits, mainly the goal of employee benefits and listing of currently available employee benefits. In the practical part of the work is an analysis and comparison of employee benefits used in two companies that are representing privat...

  15. Employee recruitment.

    Science.gov (United States)

    Breaugh, James A

    2013-01-01

    The way an organization recruits can influence the type of employees it hires, how they perform, and their retention rate. This article provides a selective review of research that has addressed recruitment targeting, recruitment methods, the recruitment message, recruiters, the organizational site visit, the job offer, and the timing of recruitment actions. These and other topics (e.g., the job applicant's perspective) are discussed in terms of their potential influence on prehire (e.g., the quality of job applicants) and posthire (e.g., new employee retention) recruitment outcomes. In reviewing research, attention is given to the current state of scientific knowledge, limitations of previous research, and important issues meriting future investigation.

  16. Using On-scene EMS Responders' Assessment and Electronic Patient Care Records to Evaluate the Suitability of EMD-triaged, Low-acuity Calls for Secondary Nurse Triage in 911 Centers.

    Science.gov (United States)

    Scott, Greg; Clawson, Jeff; Fivaz, Mark C; McQueen, Jennie; Gardett, Marie I; Schultz, Bryon; Youngquist, Scott; Olola, Christopher H O

    2016-02-01

    Using the Medical Priority Dispatch System (MPDS) - a systematic 911 triage process - to identify a large subset of low-acuity patients for secondary nurse triage in the 911 center is a largely unstudied practice in North America. This study examines the ALPHA-level subset of low-acuity patients in the MPDS to determine the suitability of these patients for secondary triage by evaluating vital signs and necessity of lights-and-siren transport, as determined by attending Emergency Medical Services (EMS) ambulance crews. The primary objective of this study was to determine the clinical status of MPDS ALPHA-level (low-acuity) patients, as determined by on-scene EMS crews' patient care records, in two US agencies. A secondary objective was to determine which ALPHA-level codes are suitable candidates for secondary triage by a trained Emergency Communication Nurse (ECN). In this retrospective study, one full year (2013) of both dispatch data and EMS patient records data, associated with all calls coded at the ALPHA-level (low-acuity) in the dispatch protocol, were collected. The primary outcome measure was the number and percentage of ALPHA-level codes categorized as low-acuity, moderate-acuity, high-acuity, and critical using four common vital signs to assign these categories: systolic blood pressure (SBP), pulse rate (PR), oxygen saturation (SpO2), and Glasgow Coma Score (GCS). Vital sign data were obtained from ambulance crew electronic patient care records (ePCRs). The secondary endpoint was the number and percentage of ALPHA-level codes that received a "hot" (lights-and-siren) transport. Out of 19,300 cases, 16,763 (86.9%) were included in the final analysis, after excluding cases from health care providers and those with missing data. Of those, 89% of all cases did not have even one vital sign indicator of unstable patient status (high or critical vital sign). Of all cases, only 1.1% were transported lights-and-siren. With the exception of the low-acuity, ALPHA

  17. Employee motivation and employee benefits

    OpenAIRE

    Limburská, Martina

    2009-01-01

    The goal of this thesis is to get acquainted with the issue of employee motivation from a theoretical perspective, and then analyze the incentive system in a selected company - Sellier & Bellot. In conclusion, I would like to evaluate the lessons learned and propose some changes and recommendations for improving motivation in the analyzed company. The work is divided into four parts. The first three are rather theoretical. The first part deals with the explanation of the concept of motivation...

  18. The Relationship Between Organizational Culture and Organizational Commitment: An Empirical Research on Employees of Service Sector

    OpenAIRE

    Altin Gulova, Asena; Demirsoy, Ozge

    2012-01-01

    This study investigated the relationship between organizational culture and organizational commitment. Two different scales (Organizational Culture Scales and Organizational Commitment Scales) were used as data gathering instrument. The research was conducted on employees of service sector working in call center in the city of Kayseri and working in insurance company in İzmir (n=181). In this research correlation analysis was made to describe the link between subscales of organizational cultu...

  19. Analysis of Employee Engagement in a Chosen Organization

    OpenAIRE

    Kapcátová, Katarína

    2013-01-01

    The main goal of this thesis is to highlight the importance of employee engagement and deeply investigate employee engagement among selected employees in medium size organization, which operates in Liptovský Mikuláš. Besides finding out the total employee engagement, author examines the level of cognitive, physical, and emotional engagement too. Results are then compared to other studies provided by Gallup and CIPD research centers. Thesis further introduces the link between employee engageme...

  20. Job Stress among Iranian Prison Employees

    Directory of Open Access Journals (Sweden)

    J Akbari

    2014-09-01

    Full Text Available Background: Exposure to job stress causes deleterious effects on physical and mental health of employees and productivity of organizations. Objective: To study work-related stressors among employees of prisons of Ilam, western Iran. Methods: In a cross-sectional study conducted from July to October 2013, 177 employees of Ilam prisons and security-corrective measures organization were enrolled in this study. The UK Health and Safety Executive Organization 35-item questionnaire for assessment of occupational stress was used to determine job stress among the studied employees. Results: Job stress was highest among employees of “correction and rehabilitation center” of Ilam province followed by “Dalab vocational training center.” There was no significant relationship between occupational stress and age, work experience, level of education, marital status, sex of employees, and obesity. Conclusion: Employees of prisons, for their nature of job and work environment, are exposed to high level of occupational stress.

  1. Employee Rights

    DEFF Research Database (Denmark)

    Scheuer, Steen

    2016-01-01

    -for-performance systems) perceived as fair and when are they not? When can differences in contribution (equity) overrule the social norm of equality? Which contingent reward structure should be applied for teamwork members, if any? Which reward structure should be utilized to motivate employees to a continuous search......This article investigates the factors that determine workplace actors’ appeal to social norms of fairness in some situations and what ‘fairness’ is perceived as consisting of. When is a pay level considered as relativity fair, and when is it not? When are contingent pay systems (i.e. pay...... for smarter working procedures and solutions? These are central concerns of motivation theory, where rational choice decisions are counterbalanced by endowment effects or other fairness concerns. Management is placed in a dilemma between what is, e.g., an economically rational structure of incentives...

  2. Modelación y simulación de comportamientos humanos en situaciones de emergencia en un call center: una revisión crítica de literatura

    Directory of Open Access Journals (Sweden)

    Ronald Akerman Ortiz García

    2018-02-01

    Full Text Available En este trabajo se presenta una revisión de literatura de la modelación y simulación de comportamientos humanos en situaciones de emergencia en un call center. Para la búsqueda se consultaron bases de datos bibliográficas como Scopus, Sciencedirect, y Emerald entre otras, en las que, tras realizar un proceso estructurado de revisión bibliográfica, se encontraron más de 50 artículos. La clasificación de los artículos encontrados se hizo en cuatro categorías: (1 tipo de análisis, (2 tipo de emergencia, (3 tipo de entorno y (4 tipo de comportamiento. En los tipos de análisis de los artículos se encontró que la mayoría se enfocan en estudios estadísticos y heurísticos; los entornos analizados se enfocan principalmente en edificios de oficinas y de otros tipos como vivienda, y locales comerciales; el evento más analizado es el incendio; y en cuanto al tipo de comportamiento se encuentra que son diversas las formas en las cuales las personas reaccionan ante eventos de emergencia. Se encuentra en la literatura consultada la caracterización de los posibles comportamientos de las personas que pueden tener en un evento de emergencia, esto con el fin de tener una aproximación de tales comportamientos dentro de la simulación de eventos de emergencia.

  3. Comparative Analysis of Reward and Employee Performance Based on Gender at Central Bank of Bank Sulut

    OpenAIRE

    Pandowo, Merinda; Lapian, S.L.H.V Joyce; Oroh, Ryan Vitaly

    2014-01-01

    Employee are the big asset of organization. Employee Performance are have big effect of organization performance. The best way to attract employee performance is rewarding employee. Reward can be tangible such money, bonuses or called extrinsic reward and intangible reward such promotion, holiday or called intrinsic reward. The purpose of this research are to analyzed significant differences in employee performance based on reward between male and female. To achieve the objectives researcher ...

  4. Food Waste Generation at Household Level: Results of a Survey among Employees of Two European Research Centers in Italy and Germany

    Directory of Open Access Journals (Sweden)

    Juliane Jörissen

    2015-03-01

    Full Text Available There is a broad consensus in literature that private households are significant contributors to the total amount of food waste in the EU. Thus, any strategy to meaningfully combat food wastage must put the end consumer in the center of prevention activities. This requires deeper insights into people’s motivations to discard still edible food and knowledge about potential barriers to reduce wasting. This paper reports on results of an online survey among two European research centers in Italy (JRC/Ispra and Germany (KIT/Karlsruhe. The focus of the survey was on households’ behaviors (shopping, eating, and food preparation habits and its influence on the generation of food waste. Furthermore, reasons for the disposal of food as well as measures and technologies most needed to prevent wastage were discussed. The results of the survey are analyzed, especially with regard to two questions: (1 Are there considerable differences between Ispra and Karlsruhe? (2 Are there considerable similarities or inconsistencies with the results of previous studies?

  5. Outsourcing an Effective Postdischarge Call Program

    Science.gov (United States)

    Meek, Kevin L.; Williams, Paula; Unterschuetz, Caryn J.

    2018-01-01

    To improve patient satisfaction ratings and decrease readmissions, many organizations utilize internal staff to complete postdischarge calls to recently released patients. Developing, implementing, monitoring, and sustaining an effective call program can be challenging and have eluded some of the renowned medical centers in the country. Using collaboration with an outsourced vendor to bring state-of-the-art call technology and staffed with specially trained callers, health systems can achieve elevated levels of engagement and satisfaction for their patients postdischarge. PMID:29494453

  6. Callings and Organizational Behavior

    Science.gov (United States)

    Elangovan, A. R.; Pinder, Craig C.; McLean, Murdith

    2010-01-01

    Current literature on careers, social identity and meaning in work tends to understate the multiplicity, historical significance, and nuances of the concept of calling(s). In this article, we trace the evolution of the concept from its religious roots into secular realms and develop a typology of interpretations using occupation and religious…

  7. The System of Employee Appraisal in a Company

    OpenAIRE

    Vaverová, Lucie

    2011-01-01

    This bachelor study called "The System of Employee Appraisal in a Company" deals with a general subscription of a personal process "Employee appraisal". It describes the principles of the system of employee appraisal and also covers the conditions necessary for its efficiency and operation. The bachelor study is focused on the system of employee appraisal centrally implemented in company ČEZ, a. s. This system is analyzed and compared with generally stated theoretical principles. The study in...

  8. Las prácticas lúdicas en la calle y la imagen del centro de la ciudad en Santiago de Chile = Recreational practices on the street and the image of the city center of Santiago de Chile

    Directory of Open Access Journals (Sweden)

    Natacha Calvet Tapia

    2016-09-01

    Full Text Available Este artículo analiza la relación de la imagen del espacio central de una ciudad y la calle como escenario de esparcimiento y las prácticas lúdicas que en ellas se manifiestan. Los espacios que permiten o promueven las actividades lúdicas y festivas, ya sean parques, plazas, paseos o simplemente calles, en el Centro de la ciudad de Santiago de Chile responden a la necesidad consensual de todos los actores que componen ese espacio. Contribuyen a crear sentimientos de pertenencia e identidad, a disimular las diferencias sociales, como también constituyen una necesidad desde el punto de vista turístico y comercial. Mejoran la calidad de vida de los habitantes, a la vez que construyen una imagen positiva del territorio. Los espacios lúdicos y las actividades lúdicas son utilizados como instrumento por todos los actores y colectividades sociales, ya sea para ordenar, normalizar y estructurar dichos espacios y dichas prácticas; o para criticar y subvertir ese orden; o para obtener beneficios económicos. No existe una relación de causa-efecto entre la organización espacial planificada y las vivencias y apropiación de un espacio por parte de la población. Dicho de otra manera las personas no necesariamente usan o viven el espacio según sea la voluntadinstitucional.This article examines the relationship between the images of central and the street as a leisurely space in a city against the recreational practices that are enacted in them. The spaces that foster festive and recreational activities, such as parks, squares or simply streets in the center of Santiago de Chile meet a consensual need of all actors involved. They contribute to create feelings of belonging and identity, to soften social differences, in addition to responding to the needs of trade and tourism. They improve the quality of life of the city residents and build a positive image of the territory. Recreational spaces are used as tools by all

  9. Liderazgo en un centro de atención telefónica de una empresa comercializadora y distribuidora de energía eléctrica en el noroeste de méxico (leadership in a call center of a company marketer and distributor electricity in northwest mexico

    Directory of Open Access Journals (Sweden)

    Saavedra, Elena

    2016-01-01

    Full Text Available Abstract. Using the Multifactor Leadership theoretical model (Bass and Avolio, 1995 was diagnosed the perceived leadership style by 161 workers of a Regional Call Center of a Mexican public company in charge of distribution and marketing of electricity. We used the short version of the MLQ (Multifactor Leadership Questionnaire, Likert-scaled, validating its internal reliability (Cronbach's alpha for each dimension. Statistical analysis included the overall narrative and the use of structural equations (SPSS 19 and Amos, 19. Model results showed the data are consistent with the proposed research model, with a Chi2 (2=51.26, df=31, p=0.012, 2/df=1.65, RMSEA=0.064, CFI =0.99, NFI=0.96 and TLI=.98. In general, all goodness of fit indicators manifest a good model fit. The results emphasized the importance of a good transactional leadership style complemented by a good transformational leadership style, to achieve good employee extra effort, effectiveness, and satisfaction. Resumen. Mediante el modelo teórico del Liderazgo Multifactorial (Bass y Avolio, 1995 fue diagnosticado el liderazgo percibido por 161 trabajadores de un Centro de Atención Telefónica Regional, en una empresa pública, mexicana, distribuidora y comercializadora de electricidad. Se utilizó la versión corta del MLQ (Multifactor Leadership Questionnaire, con escalamiento de Líkert, validándose su confiabilidad interna (alpha de Cronbach por dimensión. El análisis estadístico comprendió la parte descriptiva general y el uso de ecuaciones estructurales (SPSS, 19 y Amos, 19. Los resultados del modelo manifestaron que los datos concuerdan con el modelo de investigación propuesto, con una Chi2 (2=51.26, gl=31, p=0.012, 2/gl=1.65, aceptándose Ha (RMSEA=.064, índices de comparación CFI=0.99, NFI=0.96y TLI=0.98. Los resultados enfatizaron la importancia del liderazgo transformacional complementado con el estilo transaccional para obtener la satisfacción del cliente, del

  10. The job demands-resources model of work engagement in South African call centres

    OpenAIRE

    Yolandi Janse van Rensburg; Billy Boonzaier; Michèle Boonzaier

    2013-01-01

    Orientation: A ‘sacrificial human resource strategy’ is practised in call centres, resulting in poor employee occupational health. Consequently, questions are posed in terms of the consequences of call centre work and which salient antecedent variables impact the engagement and wellbeing of call centre representatives. Research purpose: Firstly, to gauge the level of employee engagement amongst a sample of call centre representatives in South Africa and, secondly, to track the paths throu...

  11. 'Feel better/work better' epitomizes employee fitness program.

    Science.gov (United States)

    Molidor, C

    1979-01-01

    It stands to reason that employees who feel better will take less time off because of illness and, consequently, improve their productivity. Rather than leave the health of their employees to chance, the Mercy Center for Health Care Services in Aurora, IL, put together a program that develops the total fitness of individual employees.

  12. Elements of team-based care in a patient-centered medical home are associated with lower burnout among VA primary care employees.

    Science.gov (United States)

    Helfrich, Christian D; Dolan, Emily D; Simonetti, Joseph; Reid, Robert J; Joos, Sandra; Wakefield, Bonnie J; Schectman, Gordon; Stark, Richard; Fihn, Stephan D; Harvey, Henry B; Nelson, Karin

    2014-07-01

    A high proportion of the US primary care workforce reports burnout, which is associated with negative consequences for clinicians and patients. Many protective factors from burnout are characteristics of patient-centered medical home (PCMH) models, though even positive organizational transformation is often stressful. The existing literature on the effects of PCMH on burnout is limited, with most findings based on small-scale demonstration projects with data collected only among physicians, and the results are mixed. To determine if components of PCMH related to team-based care were associated with lower burnout among primary care team members participating in a national medical home transformation, the VA Patient Aligned Care Team (PACT). Web-based, cross-sectional survey and administrative data from May 2012. A total of 4,539 VA primary care personnel from 588 VA primary care clinics. The dependent variable was burnout, and the independent variables were measures of team-based care: team functioning, time spent in huddles, team staffing, delegation of clinical responsibilities, working to top of competency, and collective self-efficacy. We also included administrative measures of workload and patient comorbidity. Overall, 39 % of respondents reported burnout. Participatory decision making (OR 0.65, 95 % CI 0.57, 0.74) and having a fully staffed PACT (OR 0.79, 95 % CI 0.68, 0.93) were associated with lower burnout, while being assigned to a PACT (OR 1.46, 95 % CI 1.11, 1.93), spending time on work someone with less training could do (OR 1.29, 95 % CI 1.07, 1.57) and a stressful, fast-moving work environment (OR 4.33, 95 % CI 3.78, 4.96) were associated with higher burnout. Longer tenure and occupation were also correlated with burnout. Lower burnout may be achieved by medical home models that are appropriately staffed, emphasize participatory decision making, and increase the proportion of time team members spend working to the top of their competency level.

  13. Employee retention: a customer service approach.

    Science.gov (United States)

    Gerson, Richard F

    2002-01-01

    techniques of this process mirror the activities of customer service and customer relationship management, I call the combined process C/ERM for customer/employee relationship management. Both activities must be going on simultaneously to create a loyalty link that ensures customer satisfaction and retention through employee service, satisfaction and retention.

  14. Call Duration Characteristics based on Customers Location

    Directory of Open Access Journals (Sweden)

    Žvinys Karolis

    2014-05-01

    Full Text Available Nowadays a lot of different researches are performed based on call duration distributions (CDD analysis. However, the majority of studies are linked with social relationships between the people. Therefore the scarcity of information, how the call duration is associated with a user's location, is appreciable. The goal of this paper is to reveal the ties between user's voice call duration and the location of call. For this reason we analyzed more than 5 million calls from real mobile network, which were made over the base stations located in rural areas, roads, small towns, business and entertainment centers, residential districts. According to these site types CDD’s and characteristic features for call durations are given and discussed. Submitted analysis presents the users habits and behavior as a group (not an individual. The research showed that CDD’s of customers being them in different locations are not equal. It has been found that users at entertainment, business centers are tend to talk much shortly, than people being at home. Even more CDD can be distorted strongly, when machinery calls are evaluated. Hence to apply a common CDD for a whole network it is not recommended. The study also deals with specific parameters of call duration for distinguished user groups, the influence of network technology for call duration is considered.

  15. Distributed Scheduling to Support a Call Centre: a Co-operative Multi-Agent Approach

    NARCIS (Netherlands)

    Brazier, F.M.; Jonker, C.M.; Jungen, F.J.; Treur, J.; Nwana, H.S.

    1998-01-01

    This paper describes a multi-agent system architecture to increase the value of 24 hour a day call centre service. This system supports call centres in making appointments with clients on the basis of knowledge of employees and their schedules. Relevant activities of employees are scheduled for

  16. Carbon Monoxide Information Center

    Medline Plus

    Full Text Available ... Education Safety Education Centers Carbon Monoxide Information Center Carbon Monoxide Information Center En Español The Invisible Killer Carbon monoxide, also known as CO, is called the " ...

  17. Care and calls

    DEFF Research Database (Denmark)

    Paasch, Bettina Sletten

    -centred care through the use of tactile resources and embodied orientations while they attend to the phone call. Experienced nurses Thus perform multiactivity by distributing attention towards both the patient and the phone, and the analysis shows that their concrete ways of doing so depend on the complex...... they are telephoned during interactions with patients are not universal. Indeed different strategies have evolved in other hospital departments. Not only does this thesis contribute insights into the way nurses manage phone calls during interactions with patients, but by subscribing to a growing body of embodied...... of human interaction....

  18. Employee motivation and benefits

    OpenAIRE

    Březíková, Tereza

    2009-01-01

    The topic of my bachelor's thesis is the employee motivation and benefits. The thesis is divided in two parts, a theoretical one and a practical one. The theoretical part deals with the theory of motivation and individual employee benefits. The practical part describes employee benefits in ČSOB, where I did my research by questionnaires that were filled in by employees from different departments of ČSOB. These employees answered questions about their work motivation and benefits. The resultts...

  19. Determinants of employee punctuality.

    Science.gov (United States)

    Dishon-Berkovits, Miriam; Koslowsky, Meni

    2002-12-01

    Although researchers have studied employee lateness empirically (e.g., S. Adler & J. Golan, 1981; C. W. Clegg, 1983), few have attempted to describe the punctual employee. In the present study, results of a discriminant analysis on employees in Israel indicated that a personality characteristic, time urgency, a subcomponent of Type A behavioral pattern, distinguished between punctual and late employees. Organizational commitment and age of employee's youngest child also distinguished between the groups.

  20. Analysis of Employee Benefits

    OpenAIRE

    Burešová, Lenka

    2013-01-01

    The target of this bachelor thesis is to analyze employee benefits from the perspective of employees and to employers suggest possible ideas to improve their provision. The work is divided into two parts: theoretical and practical. The theoretical part describes the overal remuneration of employees, payroll system and employee benefits. Benefits are included in the remuneration system, broken and some of them are defined. The practical part presents a survey among employees in the Czech Repub...

  1. Strategic Employee Development (SED) Program

    Science.gov (United States)

    Nguyen, Johnny; Guevara (Castano), Nathalie; Thorpe, Barbara; Barnett, Rebecca

    2017-01-01

    As with many other U.S. agencies, succession planning is becoming a critical need for NASA. The primary drivers include (a) NASAs higher-than-average aged workforce with approximately 50 of employees eligible for retirement within 5 years; and (b) employees who need better developmental conversations to increase morale and retention. This problem is particularly concerning for Safety Mission Assurance (SMA) organizations since they traditionally rely on more experienced engineers and specialists to perform their organizations functions.In response to this challenge, the Kennedy Space Center (KSC) SMA organization created the Strategic Employee Development (SED) program. The SED programs goal is to provide a proactive method to counter the primary drivers by creating a deeper bench strength and providing a more comprehensive developmental feedback experience for the employee. The SED is a new succession planning framework that enables customization to any organization, and in this case, specifically for an SMA organization. This is accomplished via the identification of key positions, the corresponding critical competencies, and a process to help managers have relevant and meaningful development conversations with the workforce. As a result of the SED, several tools and products were created that allows management to make better strategic workforce decisions. Although there are opportunities for improvement for the SED program, the most important impact has been on the quality of developmental discussions for employees.

  2. Partitioning a call graph

    NARCIS (Netherlands)

    Bisseling, R.H.; Byrka, J.; Cerav-Erbas, S.; Gvozdenovic, N.; Lorenz, M.; Pendavingh, R.A.; Reeves, C.; Röger, M.; Verhoeven, A.; Berg, van den J.B.; Bhulai, S.; Hulshof, J.; Koole, G.; Quant, C.; Williams, J.F.

    2006-01-01

    Splitting a large software system into smaller and more manageable units has become an important problem for many organizations. The basic structure of a software system is given by a directed graph with vertices representing the programs of the system and arcs representing calls from one program to

  3. CALLING AQUARIUM LOVERS...

    CERN Multimedia

    2002-01-01

    CERN's anemones will soon be orphans. We are looking for someone willing to look after the aquarium in the main building, for one year. If you are interested, or if you would like more information, please call 73830. (The anemones living in the aquarium thank you in anticipation.)

  4. A call for surveys

    DEFF Research Database (Denmark)

    Bernstein, Philip A.; Jensen, Christian S.; Tan, Kian-Lee

    2012-01-01

    The database field is experiencing an increasing need for survey papers. We call on more researchers to set aside time for this important writing activity. The database field is growing in population, scope of topics covered, and the number of papers published. Each year, thousands of new papers ...

  5. Call for Research

    International Development Research Centre (IDRC) Digital Library (Canada)

    Marie-Isabelle Beyer

    2014-10-03

    Oct 3, 2014 ... 5.Submission process. 6.Eligibility criteria. 7.Selection Process. 8. Format and requirements. 9.Evaluation criteria. 10.Country clearance requirements. 11. .... It is envisaged that through this call a single consortium will undertake 6-8 projects within a total budget of up to ... principle qualify for IDRC's support.

  6. Too close to call

    DEFF Research Database (Denmark)

    Kurrild-Klitgaard, Peter

    2012-01-01

    a number of other frequent explanations and is found to be quite robust. When augmented with approval ratings for incumbent presidents, the explanatory power increases to 83 pct. and only incorrectly calls one of the last 15 US presidential elections. Applied to the 2012 election as a forecasting model...

  7. Care and Calls

    DEFF Research Database (Denmark)

    Paasch, Bettina Sletten

    on the enactment of care but also on patient safety. Nurses working in various hospital departments have developed different strategies for handling mobile phone calls when with a patient. Additional research into the ways nurses successfully or unsuccessfully enact care and ensure patient safety when they answer......In Danish hospitals, nurses have been equipped with a mobile work phone to improve their availability and efficiency. On the phones nurses receive internal and external phone conversations, patient calls, and alarms from electronic surveillance equipment. For safety reasons the phones cannot...... be switched off or silenced; they consequently ring during all activities and also during interactions with patients. A possible tension thus arises when nurses have to be both caring and sensitive towards the patient and simultaneously be efficient and available and answer their phone. The present paper...

  8. Flight calls and orientation

    DEFF Research Database (Denmark)

    Larsen, Ole Næsbye; Andersen, Bent Bach; Kropp, Wibke

    2008-01-01

    flight calls was simulated by sequential computer controlled activation of five loudspeakers placed in a linear array perpendicular to the bird's migration course. The bird responded to this stimulation by changing its migratory course in the direction of that of the ‘flying conspecifics' but after about......  In a pilot experiment a European Robin, Erithacus rubecula, expressing migratory restlessness with a stable orientation, was video filmed in the dark with an infrared camera and its directional migratory activity was recorded. The flight overhead of migrating conspecifics uttering nocturnal...... 30 minutes it drifted back to its original migration course. The results suggest that songbirds migrating alone at night can use the flight calls from conspecifics as additional cues for orientation and that they may compare this information with other cues to decide what course to keep....

  9. Stress, health and well-being: the mediating role of employee and organizational commitment.

    Science.gov (United States)

    Jain, Ajay K; Giga, Sabir I; Cooper, Cary L

    2013-10-11

    This study investigates the mediating impact of organizational commitment on the relationship between organizational stressors and employee health and well-being. Data were collected from 401 operator level employees working in business process outsourcing organizations (BPOs) based in New Delhi, India. In this research several dimensions from ASSET, which is an organizational stress screening tool, were used to measure employee perceptions of stressors, their commitment to the organization, their perception of the organization's commitment to them, and their health and well-being. Data were analyzed using structural equation modeling on AMOS software. Results of the mediation analysis highlight both employee commitment to their organization and their perceptions of the organization's commitment to them mediate the impact of stressors on physical health and psychological well-being. All indices of the model fit were found to be above standard norms. Implications are discussed with the view to improving standards of health and well-being within the call center industry, which is a sector that has reported higher turnover rates and poor working conditions among its employees internationally.

  10. Stress, Health and Well-Being: The Mediating Role of Employee and Organizational Commitment

    Directory of Open Access Journals (Sweden)

    Sabir I. Giga

    2013-10-01

    Full Text Available This study investigates the mediating impact of organizational commitment on the relationship between organizational stressors and employee health and well-being. Data were collected from 401 operator level employees working in business process outsourcing organizations (BPOs based in New Delhi, India. In this research several dimensions from ASSET, which is an organizational stress screening tool, were used to measure employee perceptions of stressors, their commitment to the organization, their perception of the organization’s commitment to them, and their health and well-being. Data were analyzed using structural equation modeling on AMOS software. Results of the mediation analysis highlight both employee commitment to their organization and their perceptions of the organization’s commitment to them mediate the impact of stressors on physical health and psychological well-being. All indices of the model fit were found to be above standard norms. Implications are discussed with the view to improving standards of health and well-being within the call center industry, which is a sector that has reported higher turnover rates and poor working conditions among its employees internationally.

  11. GDOT employee survey.

    Science.gov (United States)

    2017-07-04

    The research team worked in collaboration with GDOT to conduct the 2016 GDOT Employee Survey. This research study aimed to increase the response rate and the usefulness of the feedback from the GDOT employee survey to support organizational decisions...

  12. Employee wellness program evaluation.

    Science.gov (United States)

    2008-12-01

    Well-designed wellness programs can keep healthy employees healthy, support employees with : health risks to improve their health behaviors, and facilitate organizational efforts to achieve : workforce performance goals. : Productivity lost through a...

  13. Employees with Sleep Disorders

    Science.gov (United States)

    ... syndrome was often 10-15 minutes late for work every day due to amount and quality of sleep. The employer provided this employee with a half an hour flexible start time. Depending on when the employee arrived, ...

  14. Employees with Epilepsy

    Science.gov (United States)

    ... at work. Allow employee to remain on the job after a seizure when possible Provide flexible schedule Modify an attendance policy Provide leave while the employee is adjusting to medications Work a straight shift instead of rotating shifts Personal ...

  15. FERMILAB: Call for physics

    International Nuclear Information System (INIS)

    Anon.

    1994-01-01

    Several hundred physicists attended a special Fermilab 'All Experimenter's Meeting' on November 20 to hear Director John Peoples call for new Tevatron Collider proposals for the years 2000-2005, when the new Main Injector will be complete. At the Tevatron proton-antiproton collider, the CDF and DO experiments are currently completing improvements for Run II to use the Tevatron when the Main Injector is complete later in this decade. New proposals would be aimed at a Collider Run III to follow these CDF and DO efforts

  16. To be called upon

    DEFF Research Database (Denmark)

    Kublitz, Anja

    2015-01-01

    When Danish Muslims explain what made them decide to travel to the Middle East and take up arms in the wake of the Arab Spring, they say that they were called upon. Displayed on videos on social media, women and sometimes children begged them to come to their rescue. In light of some...... to the mass if it is no longer a causal phenomenon that expands from small to big, but rather a simultaneous multitude of one to one relations that are neither local nor global? How are the one and the many related in this specific setting? Furthermore, many of the videos display dead bodies. How can we...

  17. Family employees and absenteeism

    OpenAIRE

    Laszlo Goerke; Jörn Block; Jose Maria Millan; Concepcion Roman

    2014-01-01

    Work effort varies greatly across employees, as evidenced by substantial differences in absence rates. Moreover, absenteeism causes sizeable output losses. Using data from the European Community Household Panel (ECHP), this paper investigates absence behavior of family employees, i.e. workers who are employed in enterprises owned by a relative. Our estimates indicate that being a family employee instead of a regular employee in the private sector significantly reduces both the probability and...

  18. New developments in employee assistance programs.

    Science.gov (United States)

    White, R K; McDuff, D R; Schwartz, R P; Tiegel, S A; Judge, C P

    1996-04-01

    Employee assistance programs have developed from alcoholism assessment and referral centers to specialized behavioral health programs. Comprehensive employee assistance programs are defined by six major components: identification of problems based on job performance, consultation with supervisors, constructive confrontation, evaluation and referral, liaison with treatment providers, and substance abuse expertise. Other services have been added as enhancements to the basic model and include managed behavioral health activities and professional assistance committees, which provide services for impaired professionals and executives. Recent developments in the field are illustrated through examples from the experience of the employee assistance program at the University of Maryland Medical System in Baltimore.

  19. Documenting Employee Conduct

    Science.gov (United States)

    Dalton, Jason

    2009-01-01

    One of the best ways for a child care program to lose an employment-related lawsuit is failure to document the performance of its employees. Documentation of an employee's performance can provide evidence of an employment-related decision such as discipline, promotion, or discharge. When properly implemented, documentation of employee performance…

  20. MEDICAL SERVICE - URGENT CALLS

    CERN Multimedia

    Service Médical

    2000-01-01

    IN URGENT NEED OF A DOCTOR GENEVA: EMERGENCY SERVICES GENEVA AND VAUD 144 FIRE BRIGADE 118 POLICE 117 CERN FIREMEN 767-44-44 ANTI-POISONS CENTRE Open 24h/24h 01-251-51-51 Patient not fit to be moved, call family doctor, or: GP AT HOME: Open 24h/24h 748-49-50 AMG- Association Of Geneva Doctors: Emergency Doctors at home 07h-23h 322 20 20 Patient fit to be moved: HOPITAL CANTONAL CENTRAL 24 Micheli-du-Crest 372-33-11 ou 382-33-11 EMERGENCIES 382-33-11 ou 372-33-11 CHILDREN'S HOSPITAL 6 rue Willy-Donzé 372-33-11 MATERNITY 32 bvd.de la Cluse 382-68-16 ou 382-33-11 OPHTHALMOLOGY 22 Alcide Jentzer 382-33-11 ou 372-33-11 MEDICAL CENTRE CORNAVIN 1-3 rue du Jura 345 45 50 HOPITAL DE LA TOUR Meyrin 719-61-11 EMERGENCIES 719-61-11 CHILDREN'S EMERGENCIES 719-61-00 LA TOUR MEDICAL CENTRE 719-74-00 European Emergency Call 112   FRANCE: EMERGENCY SERVICES 15 FIRE BRIGADE 18 POLICE 17 CERN FIREMEN AT HOME 00-41-22-767-44-44 ...

  1. An Island Called Cuba

    Directory of Open Access Journals (Sweden)

    Jean Stubbs

    2011-06-01

    Full Text Available Review of: An Island Called Home: Returning to Jewish Cuba. Ruth Behar, photographs by Humberto Mayol. New Brunswick NJ: Rutgers University Press, 2007. xiii + 297 pp. (Cloth US$ 29.95 Fidel Castro: My Life: A Spoken Autobiography. Fidel Castro & Ignacio Ramonet. New York: Scribner/Simon & Schuster, 2008. vii + 724 pp. (Paper US$ 22.00, e-book US$ 14.99 Cuba: What Everyone Needs to Know. Julia E. Sweig. New York: Oxford University Press, 2009. xiv + 279 pp. (Paper US$ 16.95 [First paragraph] These three ostensibly very different books tell a compelling story of each author’s approach, as much as the subject matter itself. Fidel Castro: My Life: A Spoken Autobiography is based on a series of long interviews granted by the then-president of Cuba, Fidel Castro, to Spanish-Franco journalist Ignacio Ramonet. Cuba: What Everyone Needs to Know, by U.S. political analyst Julia Sweig, is one of a set country series, and, like Ramonet’s, presented in question/answer format. An Island Called Home: Returning to Jewish Cuba, with a narrative by Cuban-American anthropologist Ruth Behar and photographs by Cuban photographer Humberto Mayol, is a retrospective/introspective account of the Jewish presence in Cuba. While from Ramonet and Sweig we learn much about the revolutionary project, Behar and Mayol convey the lived experience of the small Jewish community against that backdrop.

  2. Call for volunteers

    CERN Document Server

    2008-01-01

    CERN is calling for volunteers from all members of the Laboratory for organizing the two exceptional Open days.CERN is calling for volunteers from all members of the Laboratory’s personnel to help with the organisation of these two exceptional Open Days, for the visits of CERN personnel and their families on the Saturday and above all for the major public Open Day on the Sunday. As for the 50th anniversary in 2004, the success of the Open Days will depend on a large number of volunteers. All those working for CERN as well as retired members of the personnel can contribute to making this event a success. Many guides will be needed at the LHC points, for the activities at the surface and to man the reception and information points. The aim of these major Open Days is to give the local populations the opportunity to discover the fruits of almost 20 years of work carried out at CERN. We are hoping for some 2000 volunteers for the two Open Days, on the Saturday from 9 a.m. to ...

  3. Analysis of the employee Benefits in Specific Organization

    OpenAIRE

    Procházková, Petra

    2011-01-01

    The main subject of my Bachelor's Thesis called "Analysis of employee Benefits in Specific Organization" is to analyze system of employee benefits used in company RWE Transgas, a. s. in 2010. Theoretical part will specify basic terms in general, which are important to cope with this issue. There will be especially importance, division, risks and trends in benefits. In practical part the analysis of employee benefits in specific joint-stock company is made. Part of this analysis is survey done...

  4. Assessing the effects of employee assistance programs: a review of employee assistance program evaluations.

    OpenAIRE

    Colantonio, A.

    1989-01-01

    Employee assistance programs have grown at a dramatic rate, yet the effectiveness of these programs has been called into question. The purpose of this paper was to assess the effectiveness of employee assistance programs (EAPs) by reviewing recently published EAP evaluations. All studies evaluating EAPs published since 1975 from peer-reviewed journals in the English language were included in this analysis. Each of the articles was assessed in the following areas: (a) program description (subj...

  5. Spatially Dispersed Employee Recovery

    DEFF Research Database (Denmark)

    Hvass, Kristian Anders; Torfadóttir, Embla

    2014-01-01

    Employee recovery addresses either employee well-being or management's practices in aiding employees in recovering themselves following a service failure. This paper surveys the cabin crew at a small, European, low-cost carrier and investigates employees' perceptions of management practices to aid...... personnel achieve service recovery. Employee recovery within service research often focuses on front-line employees that work in a fixed location, however a contribution to the field is made by investigating the recovery of spatially dispersed personnel, such as operational personnel in the transport sector......, who have a work place away from a fixed or central location and have minimal management contact. Results suggest that the support employees receive from management, such as recognition, information sharing, training, and strategic awareness are all important for spatially dispersed front...

  6. Employee Assistance Program Issues

    Science.gov (United States)

    Gettleman, Alan G.; McGuire, William

    1999-01-01

    Employee Assistance Program (EAP) officers, as well as personnel in other disciplines from eight NASA Centers, attended this breakout session. Ms. Brenda Blair, MA, CEAP, a guest speaker at the conference, also attended as a consultant. Representatives from the NASA Centers introduced themselves and spoke briefly about their programs. In a discussion related to the conference theme on benchmarking, quality control issues within the EAP community and adequate documentation of cases were addressed. Disposition and provision for quality assurance checks for EAP providers in single person offices were also discussed. Ms. Blair presented methods for consulting with other NASA personnel in single person EAP offices as a quality control measure. EAP intervention in critical incidents was discussed. The question of whether EAP assistance is an asset or a potential liability in those situations was addressed. Suggestions were made of topics for future EAP video-teleconference topics. A program on EAP ethics was planned for a September video teleconference. Each person was asked to provide intake forms they use to Mr. Gettleman or Ms. Blair. Ms. Blair said she would review the forms to ensure that adequate notification is provided to the client for confidentiality. She would also review them to ensure they have adequate limits of confidentiality--a topic for future video teleconferencing. Mr. Gettleman described the NASA initiative to reduce stresses in the workplace, and the activities of an ad-hoc EAP group that will make recommendations to NASA senior management. Alternative training methods were discussed for reaching target audiences such as employees at risk, supervisors, and others. Pfc. David A. Pendleton, Victim Assistance Coordinator, U.S. Capitol Police. U.S. House of Representatives made a special presentation. Pfc. Pendleton was on duty during the tragic shooting of two Federal guards at the U.S. Capitol. He related the events immediately after the incident. He

  7. Telephone calls by individuals with cancer.

    Science.gov (United States)

    Flannery, Marie; McAndrews, Leanne; Stein, Karen F

    2013-09-01

    To describe symptom type and reporting patterns found in spontaneously initiated telephone calls placed to an ambulatory cancer center practice. Retrospective, descriptive. Adult hematology oncology cancer center. 563 individuals with a wide range of oncology diagnoses who initiated 1,229 telephone calls to report symptoms. Raw data were extracted from telephone forms using a data collection sheet with 23 variables obtained for each phone call, using pre-established coding criteria. A literature-based, investigator-developed instrument was used for the coding criteria and selection of which variables to extract. Symptom reporting, telephone calls, pain, and symptoms. A total of 2,378 symptoms were reported by telephone during the four months. At least 10% of the sample reported pain (38%), fatigue (16%), nausea (16%), swelling (12%), diarrhea (12%), dyspnea (10%), and anorexia (10%). The modal response was to call only one time and to report only one symptom (55%). Pain emerged as the symptom that most often prompted an individual to pick up the telephone and call. Although variation was seen in symptom reporting, an interesting pattern emerged with an individual reporting on a solitary symptom in a single telephone call. The emergence of pain as the primary symptom reported by telephone prompted educational efforts for both in-person clinic visit management of pain and prioritizing nursing education and protocol management of pain reported by telephone. Report of symptoms by telephone can provide nurses unique insight into patient-centered needs. Although pain has been an important focus of education and research for decades, it remains a priority for individuals with cancer. A wide range in symptom reporting by telephone was evident.

  8. ANTESEDEN EMPLOYEE TURNOVER

    Directory of Open Access Journals (Sweden)

    Heryadi Fardilah

    2018-03-01

    Full Text Available This research is concerning the effect of workplace environment, job satisfaction, and  job performance on employee turnover, and the background is to get the convenience of employees condition, the satisfaction of job results, maximum performance, and keep and reduce in and out employees. The purpose of this research is to see how far the influence of workplace environment, job satisfaction, and job performance on employee turnover. Planning of this research uses primary data that is got by handing over questioners to 200 employees in Telecommunication company in East Jakarta. The analysis method which is used is double regresi.  Results of  this  research give conclusion that there's a positive and significant influence of workplace environment, job satisfaction, and job performance on employee turnover.

  9. Employees as Customers: Exploring Service Climate, Employee Patronage, and Turnover

    Science.gov (United States)

    Abston, Kristie A.; Kupritz, Virginia W.

    2011-01-01

    The role of retail employees as customers was explored by quantitatively examining the influence of service climate and employee patronage on employee turnover intentions. Employees representing all shifts in two stores of a national retailer participated. Results indicated that employee patronage partially mediates the effects of service climate…

  10. Dryden Flight Research Center Critical Chain Project Management Implementation

    Science.gov (United States)

    Hines, Dennis O.

    2012-01-01

    In Fiscal Year 2011 Dryden Flight Research Center (DFRC) implemented a new project management system called Critical Chain Project Management (CCPM). Recent NASA audits have found that the Dryden workforce is strained under increasing project demand and that multi-tasking has been carried to a whole new level at Dryden. It is very common to have an individual work on 10 different projects during a single pay period. Employee surveys taken at Dryden have identified work/life balance as the number one issue concerning employees. Further feedback from the employees indicated that project planning is the area needing the most improvement. In addition, employees have been encouraged to become more innovative, improve job skills, and seek ways to improve overall job efficiency. In order to deal with these challenges, DFRC management decided to adopt the CCPM system that is specifically designed to operate in a resource constrained multi-project environment. This paper will discuss in detail the rationale behind the selection of CCPM and the goals that will be achieved through this implementation. The paper will show how DFRC is tailoring the CCPM system to the flight research environment as well as laying out the implementation strategy. Results of the ongoing implementation will be discussed as well as change management challenges and organizational cultural changes. Finally this paper will present some recommendations on how this system could be used by selected NASA projects or centers.

  11. Employee Assistance Programs.

    Science.gov (United States)

    Levine, Hermine Zagat

    1985-01-01

    The author reports company responses to a questionnaire concerning employee assistance programs (EAP). Answers concern EAP structure, staff training, use of outside consultant, services provided by EAPs, program administration, employee confidence in EAPs, advertising the program, program philosophy, problems encountered by EAP users, coverage and…

  12. Employees as social intrapreneurs

    DEFF Research Database (Denmark)

    Kristensen, Catharina Juul

    2016-01-01

    Employees form an important but less explored and utilized resource in social innovation in social welfare organisations it the third and public sectors. The employees have important knowledge of the everyday challenges of the organisations, the wishes and needs of their users and customers......, and of the local communities which can inspire and refine innovations. They are active, albeit not always consciously so and potential social intrapreneurs. Although wider international research exists the Nordic research seems to dominate the field. The aim of this chapter is to contribute to the existing...... research on employees as social intrapreneurs (the fields of employee-driven innovation and social intrapreneurship) by conceptualizing active employee participation in social innovation and elucidate the potential and multiplicity of the phenomenon. The chapter is theoretical explorative....

  13. DEVELOP CREATIVE EMPLOYEES

    DEFF Research Database (Denmark)

    Hertel, Frederik

    2016-01-01

    THAT SOME MANAGERS MUST BE ABLE TO HELP EMPLOYEES DEVELOP OR APPLY CREATIVITY. IN THIS CONFERENCE PAPER WE WILL ANALYSE A CASE STUDY IN ORDER TO PRODUCE A THEORETICAL FRAMEWORK FOR IDENTIFYING WHEN AND HOW EMPLOYEES BECOME CREATIVE AT WORK. AN ESSENTIAL ASPECT OF THIS CONFERENCE PAPER WILL BE ANALYZING......PREVIOUS STUDIES (e.g. Hertel, 2015) HAS SHOWN THAT SOME CLEANING INDUSTRIES ARE ACTUALLY REQUIRING CREATIVE EMPLOYEES. HUMAN BEINGS ARE (c.f. Richards, 2010) BY DEFINITION CREATIVE BUT NOT ALL EMPLOYEES ARE USED TO OR ACTUALLY ALLOWED TO APPLY CREATIVITY IN EVERYDAY ORGANIZATIONAL LIFE. THIS MEANS...... THE CREATIVITY PRODUCED BY EMPLOEES. ANALYZING THE CREATIVITY PRODUCED WILL HELP US DEVELOP A THEORETICAL FRAMEWORK FOR UNDERSTANDING HOW CREATIVE THE EMPLOYEES ACTUALLY BECOMES....

  14. Call Centre- Computer Telephone Integration

    Directory of Open Access Journals (Sweden)

    Dražen Kovačević

    2012-10-01

    Full Text Available Call centre largely came into being as a result of consumerneeds converging with enabling technology- and by the companiesrecognising the revenue opportunities generated by meetingthose needs thereby increasing customer satisfaction. Regardlessof the specific application or activity of a Call centre, customersatisfaction with the interaction is critical to the revenuegenerated or protected by the Call centre. Physical(v, Call centreset up is a place that includes computer, telephone and supervisorstation. Call centre can be available 24 hours a day - whenthe customer wants to make a purchase, needs information, orsimply wishes to register a complaint.

  15. Workplace etiquette for the medical practice employee.

    Science.gov (United States)

    Hills, Laura

    2010-01-01

    Medical practice workplace etiquette is slowly being modified and fine-tuned. New workplace etiquette rules have become necessary because of advances in communications technology, shifting norms, and expectations of what constitutes good manners. Today's medical practice employees must concern themselves with traditional workplace manners but also the manners that come into play when they make or receive cell phone calls, text messages, and e-mails, and when they use social networking media outside of work. This article offers 25 rules for good manners in the medical practice that relate to the ways employees interact with people today, whether face-to-face or when using electronic communications technologies. It offers practical guidelines for making introductions both inside and outside the medical practice. This article also provides a self-quiz to help medical practice employees assess their workplace etiquette intelligence and 12 tips for good workplace table manners.

  16. Costs of employee turnover

    Directory of Open Access Journals (Sweden)

    Jiří Duda

    2013-01-01

    Full Text Available The aim of this paper is to establish a general methodology for calculating the costs incurred by employee turnover. This paper deals with identification of costs incurred by the departure of an employee, and does not deal with the cost of recruitment of a new employee. Economic calculations are adjusted to the tax policy in the Czech Republic. The costs of employee turnover (according to Bliss, 2012 include the costs of substitution of the unoccupied position, costs of conducting the exit interview and termination of the contract. The cost of an executive’s time to understand the causes of leaving and costs of the leaving employee’s training were also determined. Important factors in the costs of employee turnover also include the loss of knowledge and possibly also a loss of customers. Costs of lost employee and department productiveness represent an important part of the costs of employee turnover, as well. For all of these costs there have been proposed general calculations formulas.

  17. Essays on Employee Ownership

    DEFF Research Database (Denmark)

    Faigen, Benjamin

    This thesis examines ownership of the firm by its employees, of varying stakes. It begins by identifying the existence of employee ownership in a Chinese context, presented in the form of a general analytical discussion which is informed by a review of the available evidence on the subject...... of this phenomenon. Employee ownership is found to have played a role in Chinese economic transition as a transitory phase before non-state enterprises were afforded official recognition in a context of publicly-owned enterprise privatisation. Senior managers became the key beneficiaries in firm sales and most...

  18. Decreasing Physical Inactivity in the Veterans Health Administration Employee Population.

    Science.gov (United States)

    Schult, Tamara M; Schmunk, Sandra K; Awosika, Ebi R

    2016-12-01

    The aim of this study was to describe a comprehensive approach to decrease physical inactivity in the Veterans Health Administration (VHA) employee population. The approach included (1) initiatives to decrease physical inactivity in the workplace; (2) two operational surveys to assess system-wide service provision; and (3) two national employee surveys. From 2010 to 2012, 86 employee fitness centers were completed in VA medical centers. A grants program (2010 to 2015) funded smaller projects designed to decrease physical inactivity in the workplace. Projects involved the provision of equipment to decrease sedentary behaviors, including stability balls, treadmill and sit-to-stand desks, stairwell projects, and funding for on-site fitness classes, bicycle racks, and outdoor par courses and walking paths among others. A comprehensive approach to decrease physical inactivity in VHA employees was successful. Overall, self-reported, age-adjusted physical inactivity in VHA employees decreased from 25.3% in 2010 to 16.1% in 2015.

  19. Understanding Employee Motivation.

    Science.gov (United States)

    Lindner, James R.

    1998-01-01

    Extension employees (n=23) ranked the following as the most important motivational factors: interesting work, good wages, appreciation, job security, and good working conditions. The findings were related to theories of motivation formulated by Herzberg, Adams, and Vroom. (SK)

  20. Employees with Cerebral Palsy

    Science.gov (United States)

    ... Resources Home | Accommodation and Compliance Series: Employees with Cerebral Palsy (CP) By Eddie Whidden, MA Preface Introduction Information ... SOAR) at http://AskJAN.org/soar. Information about Cerebral Palsy (CP) What is CP? Cerebral palsy is a ...

  1. Hiring the right employees.

    Science.gov (United States)

    Reigle, Dale A

    2014-01-01

    Current employees provide the best examples of the type of aptitude, attitude, motivation, and fit we are looking for, or not looking for, in new employees. All four of these attributes are present in star employees. Using what we know about our best and worst employees can assist us in developing questions and scoring templates that will help us categorize current applicants. Hiring managers should formulate questions in a way that elicits informative responses from candidates about past performance in situations similar to those they will face on the job. Nonverbal clues can help provide insight beyond the simple verbal answer given by candidates. Practice, critique, and critical review of the outcomes of our hiring decisions improve our ability to become good hiring managers.

  2. Ombuds’ corner: Employee silence

    CERN Multimedia

    Vincent Vuillemin

    2013-01-01

    Although around a hundred cases a year are reported to the Ombuds, several issues may still not be disclosed due to employee silence*. The deliberate withholding of concerns, escalating misunderstandings or genuine conflicts can impede the global process of learning and development of a better respectful organizational workplace environment, and prevent the detection and correction of acts violating the CERN Code of Conduct.   For the employee him/herself, such silence can lead to feelings of anger, resentment, helplessness and humiliation. These feelings will inevitably contaminate personal and interpersonal relations, and poison creativity and effectiveness. Employee silence can be explained by many factors; sometimes it is connected to organizational forces. In their published paper*, authors Michael Knoll and Rolf van Dick found four forms of employee silence. People may stay silent if they feel that their opinion is neither welcomed nor valued by their management. They have gi...

  3. Employers meet employees

    OpenAIRE

    Scheuer, Christian

    2009-01-01

    "Leaping into the future of labor economics: the research potential of linking employer and employee data" is the title of a paper by Daniel S Hammermesh published in Labour Economics in 1999. I quote it here, since it captures much of my motivation for the work included in this thesis. Considering applied micro econometrics and labor economics my main elds of interest, the development of linked employer-employee data that took place in Denmark around the time of the new mille...

  4. Well Being and Job Satisfaction Among Call Centre Agents

    DEFF Research Database (Denmark)

    Wiegman, Inger Marie; Mathiesen, Karen; Møller, Niels

    2004-01-01

    A survey among 774 agents in four large Danish companies in house call centres shows that working in a call center is stressfull. Lack of control and autonomy, lack of potentiality and challenges, conflict between qualitative and quantitative demands and monitoring all have an adverse effect on job...

  5. Employee Selection Process: Integrating Employee Needs and Employer Motivators.

    Science.gov (United States)

    Carroll, Brian J.

    1989-01-01

    Offers suggestions for managers relative to the employee selection process, focusing on the identification of a potential employee's needs and the employer's motivators that affect employee productivity. Discusses the use of a preemployment survey and offers a questionnaire that allows matching of the employee's needs with employment…

  6. Employee Benefit Status from E-Employee Service

    Science.gov (United States)

    Gündüz, Semseddin; Çoklar, Ahmet Naci

    2017-01-01

    The internet is the one of the most important global network and information source in information age. The internet has changed employee's life enormously. The purpose of this study is to clarify the benefitting situations of employees from e-employee services. For this purpose, a 20-item data collection tool, based on the e-employee services put…

  7. CALL CENTER SUPPORT AND TODAY’S WARFIGHTER

    Science.gov (United States)

    2016-02-01

    DPSO1 decided that product delivery was important to overall customer satisfaction. In response, QA initiated two forms, pictured in figures 5 and...coupled with process improvement initiatives by the TFSC, has increased overall customer service. Figure 6. TFSC CSR Quality Monitoring Form and... CSR Quality Monitoring Form and Service Delivery Increase………...15 Figure 7: Effects of Balanced Metrics…………………………………………………....17 v

  8. Call for an Agenda and Center for GIS Education Research

    Science.gov (United States)

    Baker, Thomas R.; Kerski, Joseph J.; Huynh, Niem Tu; Viehrig, Kathrin; Bednarz, Sarah W.

    2012-01-01

    Despite nearly 20 years of intensive investment by higher education, industry, primary and secondary teachers, youth and community leaders, government agencies, and non-profits organizations in Geographic Information Systems (GIS) in education around the world, a GIS education research agenda has yet to be developed. This paper provides a…

  9. ENGLISH LANGUAGE COMPETENCY AND OUTSOURCED CALL CENTERS IN BANGLADESH

    Directory of Open Access Journals (Sweden)

    Mizanur Rahman

    2015-12-01

    Abstrak  Tulisan ini mencoba untuk menyelidiki apakah kompetensi bahasa Inggris Perwakilan Layanan Pelanggan (Customer Service Representatives/CSR menghambat pertumbuhan dan perkembangan pusat-pusat panggilan pengalihluaran di Bangladesh. Tulisan ini juga menyelidiki masalah yang dihadapi oleh pusat panggilan dalam mempekerjakan CSR yang berkompeten dalam bahasa Inggris. Sebuah penilaian terbatas dari pelatihan komunikasi bahasa Inggris bagi CSR yang ditawarkan oleh Lembaga Pelatihan Pusat Panggilan akan menjadi pembahasan dalam artikel ini. Untuk mencapai tujuan ini, 33 pengawas dari pusat-pusat panggilan yang berbeda, yang bertugas memantau CSR, telah diwawancarai dengan kuesioner terdiri dari pertanyaan tertutup dan terbuka. Hasilnya menunjukkan ada kelangkaan staf yang terampil dalam bahasa Inggris yang menjadi salah satu hambatan utama dalam pertumbuhan dan perkembangan pusat panggilan. Namun, faktor-faktor seperti pengetahuan produk, kemampuan komunikasi antarbudaya, kepribadian layanan juga berperan penting karena semuanya merupakan bagian integral transaksi yang berhasil dan upaya peningkatan semua faktor tersebut akan membuka jalan bagi kemajuan industri. Hasilnya juga secara implisit menunjukkan bahwa sistem pendidikan utama di Bangladesh masih mampu menghasilkan individu yang berkompeten dalam bahasa Inggris. Temuan penelitian ini juga mengungkapkan bahwa kekurangan tenaga kerja yang terampil dapat menjadi lebih parah ketika industri pusat panggilan tumbuh sejalan dengan harapan pemerintah. Terungkap juga bahwa lembaga pelatihan pusat panggilan tidak mampu menyediakan jenis pelatihan yang dibutuhkan oleh para calon CSR. Penelitian ini menunjukkan perlunya penelitian masa depan di beberapa aspek untuk memastikan keseimbangan antara permintaan dan pasokan individu yang fasih berbahasa Inggris seperti penutur jati untuk Industri pusat panggilan di Bangladesh.  Kata kunci: Kompetensi bahasa Inggris, pusat panggilan pengalihluaran, CSR

  10. Appliance Call Center: A Successful Mixed-Initiative Case Study

    OpenAIRE

    Cheetham, William E.; Goebel, Kai

    2007-01-01

    Customer service is defined as the ability of a company to afford the service requestor with the expressed need. Due to the increasing importance of service offerings as a revenue source and increasing competition among service providers, it is important for companies to optimize both the customer experience as well as the associated cost of providing the service. For more complex interactions with higher value, mixed-initiative systems provide an avenue that gives a good balance between the ...

  11. Call-Center Based Disease Management of Pediatric Asthmatics

    National Research Council Canada - National Science Library

    Quinn, James M

    2005-01-01

    .... This intervention will be compared to a control population of pediatric asthma patients receiving printed education materials and usual care at three DoD military treatment facilities in a similar geographic region...

  12. Quality Management in the Design of TLC Call Centers

    Directory of Open Access Journals (Sweden)

    Andrea Fronzetti Colladon

    2013-09-01

    typically larger than those spent waiting for a human agent and to excessively long announcements, with a negative impact on the overall QoS. Imbalances in the popularity of the services offered by the IVR can be exploited to reduce remarkably the average service time, by properly matching the most popular services with the shortest service times.

  13. Exploring antecedents and consequences of burnout in a call centre

    Directory of Open Access Journals (Sweden)

    Willie A. Visser

    2008-10-01

    Full Text Available The aim of this study was to investigate the relationship between six characteristics of call centre work environments, burnout, affective commitment and turnover intentions. These characteristics were competing management goals, work overload, electronic performance monitoring, lack of career opportunities, lack of skill variety and emotional labour. A convenient sample of employees (N = 146 was obtained from a call centre. Multiple regression analysis showed that work overload, lack of career opportunities, skill variety and emotional labour were the most important predictors of burnout. Burnout had a direct effect on turnover intentions. Affective commitment partially mediated the relationship between burnout and turnover intention.

  14. Employee motivation development opportunities seeking to reduce employee turnover

    OpenAIRE

    Pilukienė, Laura; Kšivickaitė, Gertūda

    2014-01-01

    In this article, the authors analyse one of the main nowadays human resources problem – growing employee turnover. Employee motivation process is analysed as a key competitive advantage in employee retention that leads to the growth of the business company’s productivity and competitive stability. The main goal of the article is to analyse the employee motivation and employee turnover relationship and its development possibilities in Lithuania’s business sector.

  15. There's a Call for You. Whenever the Phone Rings. The Helping Hand Series.

    Science.gov (United States)

    Nash, Claire

    This booklet is intended to assist employees in the hotel and catering industry in learning to make effective use of the telephone in their jobs. The first two sections review some unpleasant experiences that a person can have when calling another organization or when receiving a business call from someone. The importance of the impression created…

  16. Does Employee Safety Matter for Patients Too? Employee Safety Climate and Patient Safety Culture in Health Care.

    Science.gov (United States)

    Mohr, David C; Eaton, Jennifer Lipkowitz; McPhaul, Kathleen M; Hodgson, Michael J

    2015-04-22

    We examined relationships between employee safety climate and patient safety culture. Because employee safety may be a precondition for the development of patient safety, we hypothesized that employee safety culture would be strongly and positively related to patient safety culture. An employee safety climate survey was administered in 2010 and assessed employees' views and experiences of safety for employees. The patient safety survey administered in 2011 assessed the safety culture for patients. We performed Pearson correlations and multiple regression analysis to examine the relationships between a composite measure of employee safety with subdimensions of patient safety culture. The regression models controlled for size, geographic characteristics, and teaching affiliation. Analyses were conducted at the group level using data from 132 medical centers. Higher employee safety climate composite scores were positively associated with all 9 patient safety culture measures examined. Standardized multivariate regression coefficients ranged from 0.44 to 0.64. Medical facilities where staff have more positive perceptions of health care workplace safety climate tended to have more positive assessments of patient safety culture. This suggests that patient safety culture and employee safety climate could be mutually reinforcing, such that investments and improvements in one domain positively impacts the other. Further research is needed to better understand the nexus between health care employee and patient safety to generalize and act upon findings.

  17. Neutrality as Obstructionist in Academic Activism: Calling Bullshit

    Science.gov (United States)

    Rose, Barbara J.

    2018-01-01

    In this essay, the author uses experiences as a teacher educator and learning from a historically significant activism movement to (a) compare values in activism-centered and education-centered organizations, (b) posit ways that the concept of neutrality weakens academic activism, and (c) call for teacher education curricula and practices that…

  18. The employee motivation and benefits

    OpenAIRE

    Fuhrmannová, Petra

    2013-01-01

    The aim of this bachelor's study is to describe and analyze the employee motivation and benefits in the payroll system and human recources field. Theoretical part attends to general terms as the employee motivation, the theory of the motivation,the types of the employee benefits, the influence of benefits to the employee's working performance. The practial part focuses on Elanor company, includes introduction of the company, it's history and the present, the offer of the employee benefits. Ne...

  19. House Calls in Private Practice.

    Science.gov (United States)

    Whittington, Ronaele

    1985-01-01

    Relates the experiences of a social worker in private practice who offered house calls as an ongoing setting for counseling and psychotherapy to individuals and families. Describes advantages and disadvantages, liability, and target populations. (JAC)

  20. Employee-driven innovation

    DEFF Research Database (Denmark)

    Kesting, Peter; Ulhøi, John Parm

    2015-01-01

    Purpose – The purpose of this paper is to outline the “grand structure” of the phenomenon in order to identify both the underlying processes and core drivers of employee-driven innovation (EDI). Design/methodology/approach – This is a conceptual paper. It particularly applies the insights...... of contemporary research on routine and organizational decision making to the specific case of EDI. Findings – The main result of the paper is that, from a theoretical point of view, it makes perfect sense to involve ordinary employees in innovation decisions. However, it is also outlined that naıve or ungoverned...... participation is counterproductive, and that it is quite difficult to realize the hidden potential in a supportive way. Research limitations/implications – The main implication is that basic mechanisms for employee participation also apply to innovation decisions, although often in a different way. However...

  1. How to Motivate Employees?

    Directory of Open Access Journals (Sweden)

    Andreja Kušar

    2014-02-01

    Full Text Available Research Question (RQ: How to motivate employees and keep them motivated? Purpose: The purpose of this study is to find out what motivates employees and what motivates employees for work. Method: The results of the questionnaire are graphically presented and described. Random sampling was utilized that included participants from various professional areas and demographic characteristics. The results showed a relationship between individual motivational factors related to education, age and type of employment. All of the questions were closed - type questions except for the last question, which was an open question, in which the respondents answered in their own words. Questions were analyzed using frequency analysis of individual responses. Pearson's Chi - squared test, Spearman's rank correlation and Fisher’s Exact test was made using R Commander. Results: The research findings showed which motivational factors motivate employees the most. These are especially non - material motivational factors, such as good relationships, jobs with challenges, advancement opportunities, clear instructions, good work conditions, company reputation, etc. Organization: The study will help managers understand their role in motivating employees as well as the types of motivational factors. Society: The research shows how individuals are motivated. Originality: Certain motivators in the study are ranked differently than was found in previous literature. Most probably the reason is that the respondents in this study favored intangible motivators (good relations with leadership and their colleagues, good working conditions, etc.. Limitations/Future Research: The limitation of this study was that the sample included employees of different ages, gender and years of service in various organizations. To enhance the study and to find similar results as in previous literature, more questions should have been asked as well as increasing the sample size.

  2. Employee assistance program evaluation. Employee perceptions, awareness, and utilization.

    Science.gov (United States)

    Moore, T

    1989-12-01

    Periodic evaluation is necessary to maintain a quality employee assistance program. This survey was undertaken to determine employee awareness of the existing EAP and their satisfaction with the program. Likewise, the survey allowed for employee input on areas of the program they had concerns with that may have caused hesitancy in further use of the program. The survey not only documents to management that the program is of value to employees and identifies areas where changes may be focused in the future to meet employee needs, but actually serves as a communication tool in itself as a reminder of the availability of the Employee Assistance Program.

  3. Patient-Provider Communication: Does Electronic Messaging Reduce Incoming Telephone Calls?

    Science.gov (United States)

    Dexter, Eve N; Fields, Scott; Rdesinski, Rebecca E; Sachdeva, Bhavaya; Yamashita, Daisuke; Marino, Miguel

    2016-01-01

    Internet-based patient portals are increasingly being implemented throughout health care organizations to enhance health and optimize communication between patients and health professionals. The decision to adopt a patient portal requires careful examination of the advantages and disadvantages of implementation. This study aims to investigate 1 proposed advantage of implementation: alleviating some of the clinical workload faced by employees. A retrospective time-series analysis of the correlation between the rate of electronic patient-to-provider messages-a common attribute of Internet-based patient portals-and incoming telephone calls. The rate of electronic messages and incoming telephone calls were monitored from February 2009 to June 2014 at 4 economically diverse clinics (a federally qualified health center, a rural health clinic, a community-based clinic, and a university-based clinic) related to 1 university hospital. All 4 clinics showed an increase in the rate of portal use as measured by electronic patient-to-provider messaging during the study period. Electronic patient-to-provider messaging was significantly positively correlated with incoming telephone calls at 2 of the clinics (r = 0.546, P electronic patient-to-provider messaging was associated with increased use of telephone calls in 2 of the study clinics. While practices are increasingly making the decision of whether to implement a patient portal as part of their system of care, it is important that the motivation behind such a change not be based on the idea that it will alleviate clinical workload. © Copyright 2016 by the American Board of Family Medicine.

  4. The Relationship of On-Call Work with Fatigue, Work-Home Interference, and Perceived Performance Difficulties.

    Science.gov (United States)

    Ziebertz, Carla M; van Hooff, Madelon L M; Beckers, Debby G J; Hooftman, Wendela E; Kompier, Michiel A J; Geurts, Sabine A E

    2015-01-01

    This study examined the relationship between on-call duty exposure (active and total on-call hours a month, number of calls per duty) and employees' experiences of being on-call (stress due to unpredictability, ability to relax during inactive on-call periods, restrictions during on-call duties, on-call work demands, and satisfaction with compensation for on-call duties) on the one hand and fatigue, strain-based and time-based work-home interference (WHI), and perceived on-call performance difficulties (PPD) on the other hand. Cross-sectional survey data were collected among a large heterogeneous sample of Dutch employees (N = 5437). The final sample consisted of 157 on-call workers (23-69 years, 71% males). Data were analyzed by means of hierarchical regression analyses (controlling for age and job characteristics). Differences in on-call work exposure were not systematically related to fatigue, WHI, and PPD (all p's >0.50). The experience of being on-call explained a medium proportion of the variation in fatigue and strain-based WHI and a medium to large proportion of the variation in time-based WHI and PPD over and above the control variables. Our results suggest that it is employees' experience of being on-call, especially the experience of stress due to the unpredictability, rather than the amount of exposure, that is related to fatigue, WHI, and perceived on-call performance difficulties.

  5. Employees on the Move!

    Science.gov (United States)

    Levin, Sarah

    This paper describes a method for designing, implementing, and evaluating a work-site physical activity campaign aimed at employees who are currently sedentary in their leisure time. Inactivity is a major but modifiable risk factor for coronary heart disease. Increasing the activity levels of underactive adults would have a positive impact on…

  6. Managing Employee Assistance Programmes.

    Science.gov (United States)

    Schmidenberg, Olive C.; Cordery, John L.

    1990-01-01

    Interviews with 20 branch managers and 20 accountants in an Australian bank determined factors influencing the success of an employee assistance program (EAP). It was found that policies requiring supervisors to act against normal managerial practice doom EAPs to failure. Organizational analysis to integrate the EAP within existing organizational…

  7. 20 CFR 439.640 - Employee.

    Science.gov (United States)

    2010-04-01

    ... 20 Employees' Benefits 2 2010-04-01 2010-04-01 false Employee. 439.640 Section 439.640 Employees... ASSISTANCE) Definitions § 439.640 Employee. (a) Employee means the employee of a recipient directly engaged in the performance of work under the award, including— (1) All direct charge employees; (2) All...

  8. Mobbing, threats to employees

    Directory of Open Access Journals (Sweden)

    Tatjana Vene

    2012-02-01

    Full Text Available RQ: Is there a connection among perception of hostile and unethical communication, timely removal of causes and employee satisfaction?Purpose: Perceived mobbing in the organization, analysing causes and timely removal of them without any effect; achieve an environment of satisfied employees. The purpose is to study the relationship amongthe categories: perceiving mobbing, removing the effects, employee satisfaction.Methods: Qualitative research approach, method of interview by using the seven steps principles.Results: The findings clearly state that being aware of the negative factors and psychological abuse in organizations was present. The interview participants perceived different negative behaviours especially by the female population and from the side of superiors. In some organizations perceived negative factors are insults,insinuations, low wages, inadequate working day, competition, lobbying, and verbal threats. All negative factors lead to serious implications for employees, in which the organization can lose its reputation, productivity is reduced, costs of employment can increase with more sick leaves and in extreme cases, the results can be soserious that the organization can end in bankruptcy or liquidation.Organization: The result of the study warns management to acceptcertain actions and remediate the situation in organizations. The employer and managers must do everything to protect their subordinates from violence and potential offenders.Society: The research study warns on the seriousness of mobbing among employees, the aim is to bring the issue to individuals and society. The victim usually needs help (health costs, losses in the pension system, increased unemployment, and lower productivity of the whole society.Originality: In view of the sensitivity of the issues, the author concludes that the existing research studies are based especially on closed questions (questionnaires; however, interviews create mutual trust between

  9. The Wireless Nursing Call System

    DEFF Research Database (Denmark)

    Jensen, Casper Bruun

    2006-01-01

    This paper discusses a research project in which social scientists were involved both as analysts and supporters during a pilot with a new wireless nursing call system. The case thus exemplifies an attempt to participate in developing dependable health care systems and offers insight into the cha......This paper discusses a research project in which social scientists were involved both as analysts and supporters during a pilot with a new wireless nursing call system. The case thus exemplifies an attempt to participate in developing dependable health care systems and offers insight...

  10. Perpetual Cancellable American Call Option

    OpenAIRE

    Emmerling, Thomas J.

    2010-01-01

    This paper examines the valuation of a generalized American-style option known as a Game-style call option in an infinite time horizon setting. The specifications of this contract allow the writer to terminate the call option at any point in time for a fixed penalty amount paid directly to the holder. Valuation of a perpetual Game-style put option was addressed by Kyprianou (2004) in a Black-Scholes setting on a non-dividend paying asset. Here, we undertake a similar analysis for the perpetua...

  11. Analysis Of Employee Engagement And Company Performance

    OpenAIRE

    Mekel, Peggy A.; Saerang, David P.E.; Silalahi, Immanuel Maradopan

    2014-01-01

    Employee could be a competitive advantage of a company if company manages its employees well. The success of a company could be seen from how a company manages their employees and engages their employees. Most of big companies put their employees in top priority in order to keep their top performance. These big companies manage their employees and try to engage their employees so that their employees could generate high performance. In this study, employee engagement is the factor to examine ...

  12. Employee Attitudes toward an Internal Employee Assistance Program.

    Science.gov (United States)

    Harlow, Kirk C.

    1998-01-01

    Surveys employees (N=16,603) who had used a large multinational company's employee assistance program (EAP), adult dependents who had used the EAP, employees who had not used the EAP, and adult dependents who had not used the EAP. Findings indicate that EAP users viewed the EAP more positively than nonusers. (Author/MKA)

  13. 2003 Employee Attitude Survey: Analysis of Employee Comments

    Science.gov (United States)

    2005-06-01

    171 --- Reporting Allegations Abuse of MWE Complaint Process (Excessive Complaints) 191 --- Satisfaction with Employee Assistance Program ( EAP ) 251...Satisfaction with Employee Assistance Program ( EAP ) --------------------------------------- General Comments about FAA Policies, Practices, and...contracting; understaffing; FAA policies, practices, and programs ; encouraging hard work; management concern for employees ; promotion equity; comments

  14. Employee Assistance Programs: Effective Tools for Counseling Employees.

    Science.gov (United States)

    Kraft, Ed

    1991-01-01

    College employee assistance program designs demonstrate the varied needs of a workforce. Whatever the model, the helping approach remains to (1) identify problem employees through performance-related issues; (2) refer them to the assistance program for further intervention; and (3) follow up with employee and supervisor to ensure a successful…

  15. Organizational Hierarchy, Employee Status, and Use of Employee Assistance Programs.

    Science.gov (United States)

    Gerstein, Lawrence; And Others

    1993-01-01

    Examined role of organizational hierarchy and staff status in number of Employee Assistance Program (EAP) referrals made by potential helpers and relationship of these variables to personal EAP use among 157 supervisors and 232 employees. Supervisors suggested more EAP referrals than did employees. Middle level staff received EAP services more…

  16. Smoking addiction among young women working at night at International call centres in India

    OpenAIRE

    Amrita Gupta

    2018-01-01

    Background Indian women are actively involved in occupations which were regarded as a taboo such as night work. Working at night for international call centres is a significant step in moving ahead of patriarchal control over women´s mobility in India. The job brings about lifestyle changes among employees such as late night partying, smoking, and boozing. The women employees are mainly fresh graduates. The study brings about the prevalence and smoking behaviour among th...

  17. Employee Information Management System (EIMS)

    Data.gov (United States)

    US Agency for International Development — The EIMS is the Office of Human Resources' web-based employee information system. Direct-hire employees can access and review their USAID personnel information, such...

  18. Broadening Your Employee Benefit Portfolio.

    Science.gov (United States)

    Blaski, Nancy J.; And Others

    1989-01-01

    Cost increases and realization of the diverse needs of employees have prompted organizations to review the cost and value of employee benefits. Examines alternatives including "cafeteria plans," managed care programs, and disability income plans. (MLF)

  19. Employee guide to respiratory protection

    International Nuclear Information System (INIS)

    Wright, E.M.

    1982-01-01

    This employee guide discusses use of respiratory protective equipment for particulates, gases, vapors, supplied air, and self-contained breathing apparatus. It also covers equipment selection medical factors, fitting criteria; care; and employee responsibilities

  20. Calling to Nursing: Concept Analysis.

    Science.gov (United States)

    Emerson, Christie

    The aims of this article are (a) to analyze the concept of a calling as it relates nursing and (b) to develop a definition of calling to nursing with the detail and clarity needed to guide reliable and valid research. The classic steps described by Walker and Avant are used for the analysis. Literature from several disciplines is reviewed including vocational psychology, Christian career counseling, sociology, organizational management, and nursing. The analysis provides an operational definition of a calling to nursing and establishes 3 defining attributes of the concept: (a) a passionate intrinsic motivation or desire (perhaps with a religious component), (b) an aspiration to engage in nursing practice, as a means of fulfilling one's purpose in life, and (c) the desire to help others as one's purpose in life. Antecedents to the concept are personal introspection and cognitive awareness. Positive consequences to the concept are improved work meaningfulness, work engagement, career commitment, personal well-being, and satisfaction. Negative consequences of having a calling might include willingness to sacrifice well-being for work and problems with work-life balance. Following the concept analysis, philosophical assumptions, contextual factors, interdisciplinary work, research opportunities, and practice implications are discussed.

  1. An Evaluation Framework for CALL

    Science.gov (United States)

    McMurry, Benjamin L.; Williams, David Dwayne; Rich, Peter J.; Hartshorn, K. James

    2016-01-01

    Searching prestigious Computer-assisted Language Learning (CALL) journals for references to key publications and authors in the field of evaluation yields a short list. The "American Journal of Evaluation"--the flagship journal of the American Evaluation Association--is only cited once in both the "CALICO Journal and Language…

  2. Finding an optimal seating arrangement for employees

    Directory of Open Access Journals (Sweden)

    Ninoslav Čerkez

    2015-10-01

    Full Text Available The paper deals with modelling a specifc problem called the Optimal Seating Arrangement (OSA as an Integer Linear Program and demonstrated that the problem can be efficiently solved by combining branch-and-bound and cutting plane methods. OSA refers to a specific scenario that could possibly happen in a corporative environment, i.e. when a company endeavors to minimize travel costs when employees travel to an organized event. Each employee is free to choose the time to travel to and from an event and it depends on personal reasons. The paper differentiates between using different travel possibilities in the OSA problem, such as using company assigned or a company owned vehicles, private vehicles or using public transport, if needed. Also, a user-friendly web application was made and is available to the public for testing purposes.

  3. Employees' motivation and emloyees' benefits

    OpenAIRE

    Nedzelská, Eva

    2014-01-01

    The subject of this bachelor thesis is analysing methods how to stimulate and motivate employees. The theoretical part of the thesis deals with the concept of motivation, concepts close to motivation and selected existing theories of motivation. It also deals with employee benefits, function, division and benefits which are frequently offered to employees. The practical part of the thesis, mainly based on written and online questionnaires, concentrates on motivation of employees at Nedcon Boh...

  4. Employee Engagement: A Literature Review

    OpenAIRE

    Dharmendra MEHTA; Naveen K. MEHTA

    2013-01-01

    Motivated and engaged employees tend to contribute more in terms of organizational productivity and support in maintaining a higher commitment level leading to the higher customer satisfaction. Employees Engagement permeates across the employee-customer boundary, where revenue, corporate goodwill, brand image are also at stake. This paper makes an attempt to study the different dimensions of employee engagement with the help of review of literature. This can be used to provide an overview and...

  5. Employee motivation in health care

    Directory of Open Access Journals (Sweden)

    Joanna Rosak-Szyrocka

    2015-03-01

    Full Text Available Employees of any organization are the most central part so they need to be influenced and persuaded towards task fulfillment. Examinations connected with medical services were carried out using the Servqual method. It was stated that care of employees and their motivation to work is a very important factor regarding employee engagement but also about the overall success of an organization.

  6. Professional Employees Turn to Unions

    Science.gov (United States)

    Chamot, Dennis

    1976-01-01

    White-collar and professional employees are increasingly turning to unions to combat their loss of independence as employees of large organizations. Managers should realize that they and professional employees have different viewpoints about job situations and that the current trend toward white-collar unionism is apt to continue. (JG)

  7. Multiplex network analysis of employee performance and employee social relationships

    Science.gov (United States)

    Cai, Meng; Wang, Wei; Cui, Ying; Stanley, H. Eugene

    2018-01-01

    In human resource management, employee performance is strongly affected by both formal and informal employee networks. Most previous research on employee performance has focused on monolayer networks that can represent only single categories of employee social relationships. We study employee performance by taking into account the entire multiplex structure of underlying employee social networks. We collect three datasets consisting of five different employee relationship categories in three firms, and predict employee performance using degree centrality and eigenvector centrality in a superimposed multiplex network (SMN) and an unfolded multiplex network (UMN). We use a quadratic assignment procedure (QAP) analysis and a regression analysis to demonstrate that the different categories of relationship are mutually embedded and that the strength of their impact on employee performance differs. We also use weighted/unweighted SMN/UMN to measure the predictive accuracy of this approach and find that employees with high centrality in a weighted UMN are more likely to perform well. Our results shed new light on how social structures affect employee performance.

  8. Employee suggestion programs: the rewards of involvement.

    Science.gov (United States)

    Mishra, J M; McKendall, M

    1993-09-01

    Successful ESPs are the products of a great deal of effort by managers, administrators, teams, individuals, and reviewers, who are all striving to achieve the goals of increased profitability and enhanced employee involvement. A review of the literature indicates that there are several prescriptions that will increase the likelihood of a successful ESP (see the box). Today's American business prophets sound ceaseless calls to arms in the name of "world class performance," "global competitiveness," "total quality management," and a variety of other buzz terms. A burgeoning industry has evolved that promises, through speeches, teleconferences, seminars, and consulting contracts, to teach American organizations how to achieve excellence. In the face of a sputtering economy and unrelenting competitive pressure, today's managers must translate these laudatory ideals into hands-on reality without sacrificing the firm's profit margin to experimentation. If any idea can help an organization achieve improvement through a workable program, then that idea and that program deserve real consideration. An ESP represents an opportunity to tap the intelligence and resourcefulness of an organization's employees, and by doing so, reap significant cost savings. Those companies and managers that have an ESP program uniformly list economic advantages first when describing the benefits of their employee suggestion programs. But there is another deeper and longer term benefit inherent in an ESP. These programs allow employees to become involved in their organization; they drive deaccession to lower levels, they give employees more responsibility, they foster creative approaches to work, and they encourage creativity in pursuit of company goals.(ABSTRACT TRUNCATED AT 250 WORDS)

  9. Education of employees

    OpenAIRE

    Malachová, Jana

    2011-01-01

    The thesis aims to assess the functioning of educational methods that is being used by LEGO Group and propose appropriate measures or recommendations for future development. The conclusion of this work is evaluating the results of the investigation and provides recommendations counter measures to improve the current situation. The theoretical part describes principles of systematic employee training, forms and methods of education, also it further defines the learning organization. Part of th...

  10. Calle y Saberes en Movimiento

    Directory of Open Access Journals (Sweden)

    Laura Daniela Aguirre Aguilar

    2010-01-01

    Full Text Available En México el rezago, el ausentismo, la deserción escolar, el trabajo a temprana edad y el inicio de una vida en la calle, en repetidas ocasiones son consecuencia de un núcleo familiar desarticulado o de una débil relación intrafamiliar, así como de una condición socioeconómica en desventaja. Ante esta problemática, la Secretaría de Educación Pública, instancia gubernamental encargada de garantizar una educación de calidad para la población, trabaja coordinadamente con organizaciones de la sociedad civil e instancias públicas, para la reintegración a los espacios educativos de los niños, niñas y jóvenes en situación de calle.

  11. Employee Engagement: A Literature Review

    Directory of Open Access Journals (Sweden)

    Dharmendra MEHTA

    2013-12-01

    Full Text Available Motivated and engaged employees tend to contribute more in terms of organizational productivity and support in maintaining a higher commitment level leading to the higher customer satisfaction. Employees Engagement permeates across the employee-customer boundary, where revenue, corporate goodwill, brand image are also at stake. This paper makes an attempt to study the different dimensions of employee engagement with the help of review of literature. This can be used to provide an overview and references on some of the conceptual and practical work undertaken in the area of the employee engagement practices.

  12. A Research on Employee Ethnocentrism

    Directory of Open Access Journals (Sweden)

    Alptekin Sökmen

    2010-09-01

    Full Text Available This study aims to identify ethnocentric behavior tendencies of 129 boundary spanning role employees, who works in 5 star hotels of Ankara, using Employee Ethnocentrism Survey. Also in this study, independent t-test and analysis of variance tests were used to investigate differences, among respondents’ demographic variables. The results demonstrated that, boundary spanning role employees of 5 star hotels in Ankara have moderately ethnocentric tendency, and several significant differences in terms of respondents’ age and gender. Male employees, 39 age and elders, and high school graduates show a higher ethnocentric tendency among the hotel employees.

  13. Ultrasound call detection in capybara

    Directory of Open Access Journals (Sweden)

    Selene S.C. Nogueira

    2012-07-01

    Full Text Available The vocal repertoire of some animal species has been considered a non-invasive tool to predict distress reactivity. In rats ultrasound emissions were reported as distress indicator. Capybaras[ vocal repertoire was reported recently and seems to have ultrasound calls, but this has not yet been confirmed. Thus, in order to check if a poor state of welfare was linked to ultrasound calls in the capybara vocal repertoire, the aim of this study was to track the presence of ultrasound emissions in 11 animals under three conditions: 1 unrestrained; 2 intermediately restrained, and 3 highly restrained. The ultrasound track identified frequencies in the range of 31.8±3.5 kHz in adults and 33.2±8.5 kHz in juveniles. These ultrasound frequencies occurred only when animals were highly restrained, physically restrained or injured during handling. We concluded that these calls with ultrasound components are related to pain and restraint because they did not occur when animals were free of restraint. Thus we suggest that this vocalization may be used as an additional tool to assess capybaras[ welfare.

  14. Analysis of Employee Engagement to Improve the Performance of Retail Risk Group PT Bank Mandiri

    Science.gov (United States)

    Wiseto, Artody; Hubeis, Aida Vitayala; Sukandar, Dadang

    2016-01-01

    Nowadays, every company requires their employees have a bound sense to their company. It's called engagement. Also have that expectation, PT Bank Mandiri (Persero) Tbk, Bank with the largest assets in Indonesia. PT Bank Mandiri (Persero) Tbk expect which employee engagement can improve the performance such as financial, service, and production…

  15. 26 CFR 31.3121(a)(9)-1 - Payments to employees for nonwork periods.

    Science.gov (United States)

    2010-04-01

    ..., but in which the employee does not work (other than being subject to call for the performance of work... discontinued the performance of regular work for X on September 30, 1956. Their employment relationship... is a woman to whom the payment is made before November 1956, or (2) The employee attains age 62, if...

  16. 31 CFR 20.640 - Employee.

    Science.gov (United States)

    2010-07-01

    ... 31 Money and Finance: Treasury 1 2010-07-01 2010-07-01 false Employee. 20.640 Section 20.640 Money...-FREE WORKPLACE (FINANCIAL ASSISTANCE) Definitions § 20.640 Employee. (a) Employee means the employee of... charge employees; (2) All indirect charge employees, unless their impact or involvement in the...

  17. 43 CFR 43.640 - Employee.

    Science.gov (United States)

    2010-10-01

    ... 43 Public Lands: Interior 1 2010-10-01 2010-10-01 false Employee. 43.640 Section 43.640 Public... WORKPLACE (FINANCIAL ASSISTANCE) Definitions § 43.640 Employee. (a) Employee means the employee of a... employees; (2) All indirect charge employees, unless their impact or involvement in the performance of work...

  18. 7 CFR 3021.640 - Employee.

    Science.gov (United States)

    2010-01-01

    ... 7 Agriculture 15 2010-01-01 2010-01-01 false Employee. 3021.640 Section 3021.640 Agriculture... Employee. (a) Employee means the employee of a recipient directly engaged in the performance of work under the award, including— (1) All direct charge employees; (2) All indirect charge employees, unless their...

  19. 14 CFR 1267.640 - Employee.

    Science.gov (United States)

    2010-01-01

    ... 14 Aeronautics and Space 5 2010-01-01 2010-01-01 false Employee. 1267.640 Section 1267.640... WORKPLACE (FINANCIAL ASSISTANCE) Definitions § 1267.640 Employee. (a) Employee means the employee of a... employees; (2) All indirect charge employees, unless their impact or involvement in the performance of work...

  20. 15 CFR 29.640 - Employee.

    Science.gov (United States)

    2010-01-01

    ... 15 Commerce and Foreign Trade 1 2010-01-01 2010-01-01 false Employee. 29.640 Section 29.640... WORKPLACE (FINANCIAL ASSISTANCE) Definitions § 29.640 Employee. (a) Employee means the employee of a... employees; (2) All indirect charge employees, unless their impact or involvement in the performance of work...

  1. Employee engagement in discussion: Goals, perspectives and recommendations

    Directory of Open Access Journals (Sweden)

    Debora Jeske

    2017-10-01

    Full Text Available This paper represents a summary of a debate on employee engagement that was conducted in a Business School setting. In this debate, representatives from key stakeholders group participated in this debate. The debate highlighted several critical concerns. These centered on the contextualization and employee-centered nature as well as the importance of clear goals and ‘framing’ of these activities. The consideration of multiple perspectives in combination with research and practice reports provides those interested in engagement with an overview of the matters that may emerge and need to be addressed prior to and following the implementation of any engagement initiatives.

  2. Reciprocity of mobile phone calls

    OpenAIRE

    Kovanen, Lauri; Saramaki, Jari; Kaski, Kimmo

    2010-01-01

    We present a study of the reciprocity of human behaviour based on mobile phone usage records. The underlying question is whether human relationships are mutual, in the sense that both are equally active in keeping up the relationship, or is it on the contrary typical that relationships are lopsided, with one party being significantly more active than the other. We study this question with the help of a mobile phone data set consisting of all mobile phone calls between 5.3 million customers of...

  3. What Do Monkey Calls Mean?

    Science.gov (United States)

    Schlenker, Philippe; Chemla, Emmanuel; Zuberbühler, Klaus

    2016-12-01

    A field of primate linguistics is gradually emerging. It combines general questions and tools from theoretical linguistics with rich data gathered in experimental primatology. Analyses of several monkey systems have uncovered very simple morphological and syntactic rules and have led to the development of a primate semantics that asks new questions about the division of semantic labor between the literal meaning of monkey calls, additional mechanisms of pragmatic enrichment, and the environmental context. We show that comparative studies across species may validate this program and may in some cases help in reconstructing the evolution of monkey communication over millions of years. Copyright © 2016. Published by Elsevier Ltd.

  4. Employee recruitment: using behavioral assessments as an employee selection tool.

    Science.gov (United States)

    Collins, Sandra K

    2007-01-01

    The labor shortage of skilled health care professionals continues to make employee recruitment and retention a challenge for health care managers. Greater accountability is being placed on health care managers to retain their employees. The urgency to retain health care professionals is largely an issue that should be considered during the initial recruitment of potential employees. Health care managers should analyze candidates rigorously to ensure that appropriate hiring decisions are made. Behavioral assessments can be used as a useful employee selection tool to assist managers in the appropriate placement and training of potential new employees. When administered appropriately, these tools can provide managers with a variety of useful information. This information can assist health care managers in demystifying the hiring process. Although there are varying organizational concerns to address when using behavioral assessments as an employee selection tool, the potential return on investment is worth the effort.

  5. Vaccination perceptions of school employees in a rural school district.

    Science.gov (United States)

    Macintosh, Janelle; Luthy, Karlen E; Beckstrand, Renea L; Eden, Lacey M; Orton, Jennifer

    2014-08-20

    There continues to be a need for increases in adult vaccination rates, especially among those working in environments which may easily become communicable disease outbreak centers, such as school employees in the school environment. The purpose of this study was to evaluate why rural Utah school employees were non-compliant with the influenza and measles, mumps, and rubella (MMR) vaccines, as well as to identify their views on mandatory vaccination policies. A questionnaire was distributed to all school employees in a rural Utah school district. Data analysis included frequencies and measures of central tendency and dispersion for quantitative items and theme identification for qualitative items. Only 51% of school employees were adequately vaccinated for influenza. Reasons for noncompliance with the influenza vaccine included inconvenience, lack of perceived need, and questionable vaccine efficacy. There were 39.3% school employees who had not received an MMR during adulthood, which was commonly attributed to lack of knowledge regarding the need for this vaccine. Almost half (45.7%) of school employees believed a mandatory vaccination policy should be instituted, although 24.2% of school employees were opposed to mandatory adult vaccination policies. Reasons for opposing vaccination mandates included violation of personal choice, lack of perceived vaccination safety and efficacy, lack of perceived need for adult vaccines, and vaccine cost. Suboptimal vaccination rates of school employees may negatively affect the health and well-being of individuals in the school environment. School employees report a variety of beliefs regarding the influenza and MMR vaccines. While over half of school employees support mandatory vaccination policies for adults working in the school environment, those opposing such a policy report concerns regarding violation of personal choice. Public health officials and school administrators should coordinate efforts to increase vaccination

  6. License agreement, employee work

    OpenAIRE

    Poncová, Veronika

    2012-01-01

    The rigorous thesis is focused on license agreement and employee work. The aim of the thesis is not only an analysis of the use of a copyrighted work by a person different from the author of the work, but also an analysis of the performance of copyright by a person different from the author of the work. The thesis consists of five chapters. The opening chapter provides a summary of the notion of copyright, its sources at the national and international levels, but also the European Union legis...

  7. Re-thinking employee recognition: understanding employee experiences of recognition

    OpenAIRE

    Smith, Charlotte

    2013-01-01

    Despite widespread acceptance of the importance of employee recognition for both individuals and organisations and evidence of its increasing use in organisations, employee recognition has received relatively little focused attention from academic researchers. Particularly lacking is research exploring the lived experience of employee recognition and the interpretations and meanings which individuals give to these experiences. Drawing on qualitative interviews conducted as part of my PhD rese...

  8. Employee satisfaction and employee retention: catalysts to patient satisfaction.

    Science.gov (United States)

    Collins, Kevin S; Collins, Sandra K; McKinnies, Richard; Jensen, Steven

    2008-01-01

    Over the last few years, most health care facilities have become intensely aware of the need to increase patient satisfaction. However, with today's more consumer-driven market, this can be a daunting task for even the most experienced health care manager. Recent studies indicate that focusing on employee satisfaction and subsequent employee retention may be strong catalysts to patient satisfaction. This study offers a review of how employee satisfaction and retention correlate with patient satisfaction and also examines the current ways health care organizations are focusing on employee satisfaction and retention.

  9. Investigation of Burnout in Employees Working in a Factory

    Directory of Open Access Journals (Sweden)

    Yasemin Aslan

    2010-10-01

    Full Text Available AIM: This study was performed to determine the burnout levels of employees working in a factory and the factors affecting it. METHOD: This is a cross–sectional study. The study population and sample consisted of 247 employees working in the workshops of a factory located in the a big city center. Data collection was performed using a Personal Information Form and the Maslach Burnout Inventory (MBI. RESULTS: The mean burnout scores increased (p<0.05 with decreasing age and work years of the employees. The mean Emotional Exhaustion score of the employees who were university graduates were higher than those who were primary school or high school graduates (p<0.05. Mean Emotional Exhaustion and Depersonalization scores of employees with no children were higher than those with children (p<0.05. Mean Emotional Exhaustion and Depersonalization scores of the employees stating that their incomes were much lower/lower than their expenditures were higher compared to those stating that their incomes were equal to their expenditures and those stating that their incomes were higher/much higher than their expenditures (p<0.05. CONCLUSION: The findings of the study indicate that factors such as age, education level, status of having children, economic status, and working years were effective on the burnout levels of the employees while the risk area where the workshop was located did not affect the burnout level. [TAF Prev Med Bull 2010; 9(5.000: 453-462

  10. Outsourcing, Globalizing Economics, and Shifting Language Policies: Issues in Managing Indian Call Centres

    Science.gov (United States)

    Morgan, Brian; Ramanathan, Vaidehi

    2009-01-01

    This paper offers a dialogic discussion about several issues concerning call centers, including globalizing surges, modernity tropes and educational practices. Based on a critical discourse analysis of a document offering to train west-based entrepreneurs to assume managerial positions in call centers in India, the paper explores ways in which…

  11. Organisational Stress and Employee Dissatisfaction at Work: A Case Study to Boost Employee Satisfaction

    OpenAIRE

    Upma Goel

    2014-01-01

    Employee satisfaction is the terminology used to describe whether employees are happy and comfortable and fulfilling their desires and needs at work. Many measures purport that employee satisfaction is a factor in employee motivation, employee goal achievement, and positive employee morale in the workplace.Employee satisfaction, while generally a positive in your organization, can also be a downer if mediocre employees stay because they are satisfied with your work environment.Employee satisf...

  12. Work environments for employee creativity

    OpenAIRE

    Dul, Jan; Ceylan, Canan

    2010-01-01

    textabstractInnovative organisations need creative employees who generate new ideas for product or process innovation. This paper presents a conceptual framework for the effect of personal, social-organisational and physical factors on employee creativity. Based on this framework an instrument to analyse the extent to which the work environment enhances creativity is developed. We apply this instrument to a sample of 409 employees and find support for the hypothesis that a creative work envir...

  13. Employee Motivation at IKEA Espoo

    OpenAIRE

    Thapa, Kumar; Adhikari, Devendra

    2013-01-01

    How to motivate employees and the factors affecting motivation have been subjects of concern for many researchers and practitioners for decades. Until recently employees were primarily regarded as a factor of production (i.e. labor), and not, as in the current view, as an integral part of all businesses. Therefore, motivating employees has become essential in order to achieve the strategic goals of any company. However, due to the current state of competition in the job markets it has increas...

  14. Employee Screening : Theory and Evidence

    OpenAIRE

    Fali Huang; Peter Cappelli

    2007-01-01

    Arguably the fundamental problem faced by employers is how to elicit effort from employees. Most models suggest that employers meet this challenge by monitoring employees carefully to prevent shirking. But there is another option that relies on heterogeneity across employees, and that is to screen job candidates to find workers with a stronger work ethic who require less monitoring. This should be especially useful in work systems where monitoring by supervisors is more difficult, such as tea...

  15. Employee Referrals and Efficiency Wages

    OpenAIRE

    Kugler, Adriana D.

    2002-01-01

    Many workers believe that personal contacts are crucial for obtaining jobs in high-wage sectors. On the other hand, firms in high-wage sectors report using employee referrals because they help provide screening and monitoring of new employees. This Paper develops a matching model that can explain the link between inter-industry wage differentials and the use of employee referrals. Referrals lower monitoring costs because high-effort referees can exert peer pressure on co-workers, allowing fir...

  16. Recruitment and selection of employees

    OpenAIRE

    Čermochová, Barbora

    2017-01-01

    The Bachelor's thesis focuses on the process of recruitment and selection of employees. The thesis is divided into theoretical and practical part. The theoretical part includes concepts that are important for understanding of issues of the process of recruitment and selection of employees. The practical part is divided into three chapters. The first chapter briefly describes the company xxx. Next two chapters deal with the process of recruitment and selection of employees in the company. The ...

  17. Preserving Employee Privacy in Wellness.

    Science.gov (United States)

    Terry, Paul E

    2017-07-01

    The proposed "Preserving Employee Wellness Programs Act" states that the collection of information about the manifested disease or disorder of a family member shall not be considered an unlawful acquisition of genetic information. The bill recognizes employee privacy protections that are already in place and includes specific language relating to nondiscrimination based on illness. Why did legislation expressly intending to "preserve wellness programs" generate such antipathy about wellness among journalists? This article argues that those who are committed to preserving employee wellness must be equally committed to preserving employee privacy. Related to this, we should better parse between discussions and rules about commonplace health screenings versus much less common genetic testing.

  18. All Employee Census Survey (AES)

    Data.gov (United States)

    Department of Veterans Affairs — The Office of Personnel Management requires government agencies, at a minimum, to query employees on job satisfaction, organizational assessment and organizational...

  19. Closed Financial Loops: When They Happen in Government, They're Called Corruption; in Medicine, They're Just a Footnote.

    Science.gov (United States)

    De Jesus-Morales, Kevin; Prasad, Vinay

    2017-05-01

    Many physicians are involved in relationships that create tension between a physician's duty to work in her patients' best interest at all times and her financial arrangement with a third party, most often a pharmaceutical manufacturer, whose primary goal is maximizing sales or profit. Despite the prevalence of this threat, in the United States and globally, the most common reaction to conflicts of interest in medicine is timid acceptance. There are few calls for conflicts of interest to be banned, and, to our knowledge, no one calls for conflicted practitioners to be reprimanded. Contrast our attitudes in medicine with public attitudes toward financial conflicts among government employees. When enforcement of rules against conflict of interest slackens in the public sector, news organizations investigate and publish their criticism. Yet even when doctors are quoted in the media promoting specific drugs, their personal financial ties to the drug maker are rarely mentioned. Policies for governmental employees are strict, condemnation is strong, and criminal statutes exist (allowing for corruption charges). Yet the evidence that conflict is problematic is, if anything, stronger in medicine than in the public sector. Policies against conflicts of interest in medicine should be at least as strong as those already existing in the public sector. © 2017 The Hastings Center.

  20. Reader-Centered Technical Writing

    Science.gov (United States)

    Narayanan, M.

    2012-12-01

    Technical writing is an essential part of professional communication and in recent years it has shifted from a genre-based approach. Formerly, technical writing primarily focused on generating templates of documents and sometimes it was creating or reproducing traditional forms with minor modifications and updates. Now, technical writing looks at the situations surrounding the need to write. This involves deep thinking about the goals and objectives of the project on hand. Furthermore, one observes that it is very important for any participatory process to have the full support of management. This support needs to be well understood and believed by employees. Professional writing may be very persuasive in some cases. When presented in the appropriate context, technical writing can persuade a company to improve work conditions ensuring employee safety and timely production. However, one must recognize that lot of professional writing still continues to make use of reports and instruction manuals. Normally, technical and professional writing addresses four aspects. Objective: The need for generating a given professionally written technical document and the goals the document is expected to achieve and accomplish. Clientele: The clientele who will utilize the technical document. This may include the people in the organization. This may also include "unintended readers." Customers: The population that may be affected by the content of the technical document generated. This includes the stakeholders who will be influenced. Environment: The background in which the document is created. Also, the nature of the situation that warranted the generation of the document. Swiss Psychologist Jean Piaget's view of Learning focuses on three aspects. The author likes to extend Jean Piaget's ideas to students, who are asked to prepare and submit Reader-Centered Technical Writing reports and exercises. Assimilation: Writers may benefit specifically, by assimilating a new object into

  1. Career Centered.

    Science.gov (United States)

    Salopek, Jennifer J.

    2000-01-01

    Profiles Lisa Dunlap, vice president of retention and recruiting for The Thomson Corporation. Discusses her efforts to make it easy for employees to stay with the company through several methods. Describes the company's website, which makes it easy for employees to look for a new job within the company. (JOW)

  2. Employee benefits or wage increase?

    Directory of Open Access Journals (Sweden)

    Jiří Duda

    2011-01-01

    Full Text Available The paper comes from a survey done during the years 2007–2009. It focused on employee satisfaction with the provision of employee benefits. The research included 21 companies, 7 companies were from the engineering sector, 7 companies from the food industry, 3 companies represented the budgetary sphere, 3 companies the services sector and one company operates in pharmaceutical industry.The questionnaire survey consisted of 14 questions, including 5 identification-questions. The paper presents results of the questions on dealing with employees’ awareness of employee benefits and on choosing between employees’ preferences of wage increase or increase in value of benefits provided.Employees are informed about all options of providing employee benefits. Only in 3 cases employees stated dissatisfaction with information. This answer was related with the responses to the second monitored question. Employees of these companies preferred pay increases before benefits’ increases. There was no effect of gender of the respondents, neither the influence of the sector of operation, in the preference of increases in wages or in benefits. Exceptions were the employees of companies operating in the financial sector, who preferred employee benefits before a wage increase. It was found that employees of companies who participated in research in 2009, preferred wage increases before the extension of employee benefits, although the value of the net wage increase is lower than the monetary value of benefits increase.The paper is a part of solution of the research plan MSM 6215648904 The Czech economy in the process of integration and globalization, and the development of agricultural sector and the sector of services under the new conditions of the integrated European market.

  3. Motivating pharmacy employees.

    Science.gov (United States)

    White, S J; Generali, J A

    1984-07-01

    Concepts from theories of motivation are used to suggest methods for improving the motivational environment of hospital pharmacy departments. Motivation--the state of being stimulated to take action to achieve a goal or to satisfy a need--comes from within individuals, but hospital pharmacy managers can facilitate motivation by structuring the work environment so that it satisfies employees' needs. Concepts from several theories of motivation are discussed, including McGregor's theory X and theory Y assumptions, Maslow's hierarchy of needs theory, Herzberg's motivation hygiene theory, and Massey's value system theory. Concepts from the Japanese style of management that can be used to facilitate motivation, such as quality circles, also are described. The autocratic, participative, and laissez faire styles of leadership are discussed in the context of the motivation theories, and suggested applications of theoretical concepts to practice are presented.

  4. 77 FR 18248 - Decision To Evaluate a Petition To Designate a Class of Employees From the Winchester Engineering...

    Science.gov (United States)

    2012-03-27

    ... Employees From the Winchester Engineering and Analytical Center in Winchester, MA, To Be Included in the... employees from the Winchester Engineering and Analytical Center in Winchester, Massachusetts, to be included... Act of 2000. The initial proposed definition for the class being evaluated, subject to revision as...

  5. [Employee assistance program].

    Science.gov (United States)

    Shima, Satoru; Tanaka, Katsutoshi; Ohba, Sayo

    2002-03-01

    Recently the EAP has received much attention in Japan. The first EAP service in the US was conducted by employees who had recovered from alcohol problems. In the early days EAP providers focused on addiction, but mainly after 1980 they expanded their service areas to include mental health, marital problems, legal problems and financial problems. In Japan the EAP was first received attention as a counseling resource outside the workplace where employees could seek professional help confidentially, but the main reasons why this system now interests employers are as a risk-management tool and an outsourcing of mental health services, since the growing number of mental health cases in the workplace has been a big issue for employers. Two movements have also contributed to more recognition of the EAP: one is guidelines on compensation for mental health cases in the workplace and the other is guidelines on mental health promotion in the workplace. There are four types of EAP systems: internal EAP, external EAP, combination EAP, and consortium EAP. EAP core technology consists of 8 functions including problem identification, Crisis intervention, Short-term intervention, Consultation with work organization leader. The literature on cost-benefit analysis of the EAP is very limited. Although the available data suggest that the EAP is highly cost-effective, further studies are needed with the sufficient statistical quality. In Japan the most important issues in the EAP are the standardization and quality assurance of EAP services. For this purpose development of a good educational system for EAP professionals is needed.

  6. BUFO PARDALIS (ANURA: BUFONIDAE): MATING CALL AND ...

    African Journals Online (AJOL)

    the calls of one of these species, Bufo pardalis. Hewitt, were not analysed by Tandy & Keith. (1972). Furthennore there is some confusion in the literature regarding the mating call of this species. For these reasons this mating call is here clarified. The mating call of B. pardaiis was first described by Ranger (in Hewitt 1935) as ...

  7. 78 FR 76218 - Rural Call Completion

    Science.gov (United States)

    2013-12-17

    ... calls to rural areas, and enforce restrictions against blocking, choking, reducing, or restricting calls... to alert the Commission of systemic problems receiving calls from a particular originating long... associated with completing calls to rural areas. These rules will also enhance our ability to enforce...

  8. Engaging Employees in Well-Being: Moving From the Triple Aim to the Quadruple Aim.

    Science.gov (United States)

    Jacobs, Barbara; McGovern, Julie; Heinmiller, Jamie; Drenkard, Karen

    Anne Arundel Medical Center has been on a 3-year journey to improve employee well-being with the assumption that employee well-being and employee engagement are interconnected. Improvements in employee well-being will result in increased employee engagement and will be a pivotal driver to assist the health system meet its goals. Historically, Anne Arundel Medical Center successfully differentiated itself in the market by being the region's high-quality, low-cost provider of health services delivered through intense collaboration with patients and families. The financial, quality, and patient satisfaction results are in the top percentiles nationwide. However, as the pace of change accelerates and the organization faces increased pressure to improve outcomes, keeping employees from becoming burned out and disengaged becomes an increasing concern. The WellBeing framework was developed on the basis of the work of Tom Rath and Jim Harter as the model to support Anne Arundel's WellBeing work. The efforts around well-being are comprehensive and impact all aspects of how work is conducted. Employee well-being has been elevated to an equal third prong along with providing high-quality low-cost care in a patient-centered environment. This focus on leading an employee WellBeing Program has resulted in improved engagement scores at Anne Arundel Medical Center.

  9. Employee Ownership, Motivation and Productivity.

    Science.gov (United States)

    Michie, Jonathan; Oughton, Christine; Bennion, Yvonne

    The relationship between employee ownership, motivation, and productivity was explored. The main data collection activities were as follows: (1) a literature review; (2) interviews with management and employees from 10 selected companies across the United Kingdom; (3) surveys of ICOM (the federation of worker cooperatives) member companies and…

  10. Employee turnover: measuring the malady.

    Science.gov (United States)

    O'Connor, Stephen

    2002-01-01

    One measure of an organization's value to its employees is turnover. But how do you know if your employees are wondering if the grass is greener elsewhere? Scott Badler in his book What's So Funny about Looking for a Job? suggests a quick quiz to find out.

  11. Assessing New Employee Orientation Programs

    Science.gov (United States)

    Acevedo, Jose M.; Yancey, George B.

    2011-01-01

    Purpose: This paper aims to examine the importance of new employee orientation (NEO) programs, the quality of typical NEOs, and how to improve NEOs. Design/methodology/approach: The paper provides a viewpoint of the importance of new employee orientation programs, the quality of typical NEOs, and how to improve NEOs. Findings: Although western…

  12. Community College Employee Wellness Programs

    Science.gov (United States)

    Thornton, L. Jay; Johnson, Sharon

    2010-01-01

    This paper describes the prevalence and characteristics of employee wellness programs in public community colleges accredited by the Southern Association of Colleges and Schools (SACS). A random sample of 250 public community colleges accredited by SACS was mailed a 46-item employee-wellness program survey. The survey solicited program information…

  13. ORGANIZATION PERFORMANCE AND EMPLOYEE SATISFACTION

    OpenAIRE

    Milica Jakšiæ, Miloš Jakšiæ

    2014-01-01

    Employee satisfaction related to their job, possibilities of career development, mechanisms of performance measurement and reward, as remuneration systems are of growing importance. Expectations of highly educated workforce continuously increase, so recruiting and retention of such workers becomes key factor of success for modern companies. Success of companies is expected to change together with employee saticfaction.

  14. Work environments for employee creativity

    NARCIS (Netherlands)

    J. Dul (Jan); C. Ceylan (Canan)

    2010-01-01

    textabstractInnovative organisations need creative employees who generate new ideas for product or process innovation. This paper presents a conceptual framework for the effect of personal, social-organisational and physical factors on employee creativity. Based on this framework an instrument to

  15. Counseling Employees: A Multifaceted Approach.

    Science.gov (United States)

    Sandhu, Daya Singh, Ed.

    This book is divided into five major sections that focus on the various perspectives, needs, and concerns of employees in the workplace. Chapters include: (1) Work: Meaning, Mattering, and Job Satisfaction (K. M. Connolly); (2) Spirituality in the Workplace: An Overview (E. J. Looby and D. S. Sandhu); (3) Developing the Whole Employee: Some…

  16. Public Sector Employee Assistance Programs.

    Science.gov (United States)

    Kemp, Donna R.; Verlinde, Beverly

    This document discusses employee assistance programs (EAPs), programs which have been developed to help employees deal with personal problems that seriously affect job performance. It reviews literature which specifically addresses EAPs in the public sector, noting that there are no exact figures on how many public entities have EAPs. Previous…

  17. 25 CFR 700.549 - Employee organizations.

    Science.gov (United States)

    2010-04-01

    ... 25 Indians 2 2010-04-01 2010-04-01 false Employee organizations. 700.549 Section 700.549 Indians... Employee Responsibility and Conduct § 700.549 Employee organizations. An employee may not knowingly be a member of an organization of Government employees that advocates the overthrow of the United States...

  18. 13 CFR 147.640 - Employee.

    Science.gov (United States)

    2010-01-01

    ... 13 Business Credit and Assistance 1 2010-01-01 2010-01-01 false Employee. 147.640 Section 147.640... WORKPLACE (NONPROCUREMENT) Definitions § 147.640 Employee. (a) Employee means the employee of a recipient directly engaged in the performance of work under the award, including— (1) All direct charge employees; (2...

  19. 45 CFR 1173.640 - Employee.

    Science.gov (United States)

    2010-10-01

    ... 45 Public Welfare 3 2010-10-01 2010-10-01 false Employee. 1173.640 Section 1173.640 Public Welfare...) Definitions § 1173.640 Employee. (a) Employee means the employee of a recipient directly engaged in the performance of work under the award, including— (1) All direct charge employees; (2) All indirect charge...

  20. 28 CFR 83.640 - Employee.

    Science.gov (United States)

    2010-07-01

    ... 28 Judicial Administration 2 2010-07-01 2010-07-01 false Employee. 83.640 Section 83.640 Judicial...) Definitions § 83.640 Employee. (a) Employee means the employee of a recipient directly engaged in the performance of work under the award, including— (1) All direct charge employees; (2) All indirect charge...

  1. 21 CFR 1405.640 - Employee.

    Science.gov (United States)

    2010-04-01

    ... 21 Food and Drugs 9 2010-04-01 2010-04-01 false Employee. 1405.640 Section 1405.640 Food and Drugs... ASSISTANCE) Definitions § 1405.640 Employee. (a) Employee means the employee of a recipient directly engaged in the performance of work under the award, including— (1) All direct charge employees; (2) All...

  2. 22 CFR 210.640 - Employee.

    Science.gov (United States)

    2010-04-01

    ... 22 Foreign Relations 1 2010-04-01 2010-04-01 false Employee. 210.640 Section 210.640 Foreign... (FINANCIAL ASSISTANCE) Definitions § 210.640 Employee. (a) Employee means the employee of a recipient directly engaged in the performance of work under the award, including— (1) All direct charge employees; (2...

  3. 29 CFR 94.640 - Employee.

    Science.gov (United States)

    2010-07-01

    ... 29 Labor 1 2010-07-01 2010-07-01 true Employee. 94.640 Section 94.640 Labor Office of the... § 94.640 Employee. (a) Employee means the employee of a recipient directly engaged in the performance of work under the award, including— (1) All direct charge employees; (2) All indirect charge...

  4. 34 CFR 84.640 - Employee.

    Science.gov (United States)

    2010-07-01

    ... 34 Education 1 2010-07-01 2010-07-01 false Employee. 84.640 Section 84.640 Education Office of the...) Definitions § 84.640 Employee. (a) Employee means the employee of a recipient directly engaged in the performance of work under the award, including— (1) All direct charge employees; (2) All indirect charge...

  5. 49 CFR 32.640 - Employee.

    Science.gov (United States)

    2010-10-01

    ... 49 Transportation 1 2010-10-01 2010-10-01 false Employee. 32.640 Section 32.640 Transportation... ASSISTANCE) Definitions § 32.640 Employee. (a) Employee means the employee of a recipient directly engaged in the performance of work under the award, including— (1) All direct charge employees; (2) All indirect...

  6. 10 CFR 607.640 - Employee.

    Science.gov (United States)

    2010-01-01

    ... 10 Energy 4 2010-01-01 2010-01-01 false Employee. 607.640 Section 607.640 Energy DEPARTMENT OF... ASSISTANCE) Definitions § 607.640 Employee. (a) Employee means the employee of a recipient directly engaged in the performance of work under the award, including— (1) All direct charge employees; (2) All...

  7. 22 CFR 312.640 - Employee.

    Science.gov (United States)

    2010-04-01

    ... 22 Foreign Relations 2 2010-04-01 2010-04-01 true Employee. 312.640 Section 312.640 Foreign... § 312.640 Employee. (a) Employee means the employee of a recipient directly engaged in the performance of work under the award, including— (1) All direct charge employees; (2) All indirect charge...

  8. 22 CFR 1509.640 - Employee.

    Science.gov (United States)

    2010-04-01

    ... 22 Foreign Relations 2 2010-04-01 2010-04-01 true Employee. 1509.640 Section 1509.640 Foreign... ASSISTANCE) Definitions § 1509.640 Employee. (a) Employee means the employee of a recipient directly engaged in the performance of work under the award, including— (1) All direct charge employees; (2) All...

  9. 22 CFR 133.640 - Employee.

    Science.gov (United States)

    2010-04-01

    ... 22 Foreign Relations 1 2010-04-01 2010-04-01 false Employee. 133.640 Section 133.640 Foreign... ASSISTANCE) Definitions § 133.640 Employee. (a) Employee means the employee of a recipient directly engaged in the performance of work under the award, including— (1) All direct charge employees; (2) All...

  10. 45 CFR 1155.640 - Employee.

    Science.gov (United States)

    2010-10-01

    ... 45 Public Welfare 3 2010-10-01 2010-10-01 false Employee. 1155.640 Section 1155.640 Public Welfare...) Definitions § 1155.640 Employee. (a) Employee means the employee of a recipient directly engaged in the performance of work under the award, including— (1) All direct charge employees; (2) All indirect charge...

  11. 29 CFR 1917.122 - Employee exits.

    Science.gov (United States)

    2010-07-01

    ... 29 Labor 7 2010-07-01 2010-07-01 false Employee exits. 1917.122 Section 1917.122 Labor Regulations...) MARINE TERMINALS Terminal Facilities § 1917.122 Employee exits. (a) Employee exits shall be clearly marked. (b) If an employee exit is not visible from employees' work stations, directional signs...

  12. 22 CFR 1008.640 - Employee.

    Science.gov (United States)

    2010-04-01

    ... 22 Foreign Relations 2 2010-04-01 2010-04-01 true Employee. 1008.640 Section 1008.640 Foreign... ASSISTANCE) Definitions § 1008.640 Employee. (a) Employee means the employee of a recipient directly engaged in the performance of work under the award, including— (1) All direct charge employees; (2) All...

  13. Deterring and remedying employee theft.

    Science.gov (United States)

    Buzogany, Bill; Mueller, Michael J

    2010-01-01

    Employee theft of patient-related information for personal financial gain is a serious threat to the success and financial viability of many healthcare providers. You can safeguard your financial interest in your patient base by taking three preventative measures designed to dissuade your employees from stealing from you. The first step is the implementation of policies and procedures that inform your employees that patient-related information is a valuable business asset that you vigorously protect from misappropriation. The second step is strictly limiting and monitoring employee access to patient-related information. The third step is educating your employees of the potential legal consequences to them in the event they steal from you and, in the event of theft, pursuing all legal remedies available to you.

  14. CAN CSR INFLUENCE EMPLOYEES SATISFACTION?

    Directory of Open Access Journals (Sweden)

    Patrizia Gazzola

    2016-07-01

    Full Text Available The study shows how CSR for employees may represent a special opportunity to influence: employees’ general impression of the company and expectations about how the organization treats its employees. Companies have very important role to affect change in their communities and the environment by adopting CSR initiatives. Though short-term benefits might be few, it is likely that the importance of CSR will increase in years to come as people become more interested in the social and environmental effects of companies There’s a debate over whether CSR initiatives, that are socially responsible or environmentally friendly improves employees’ perceptions of the company. When a company has CSR initiatives, employees are more proud of and committed to the organization. This is because the personal identities are partly tied up in the companies that person works for. If a company is saving the world, reflects positively on employees and makes them feel good about the work they do for the company. The role CSR plays in enhancing a company's reputation among its own employees, subsequently boosting their motivation and engagement, is perhaps underrated, which is particularly problematic for companies that are inconsistent in their approach to implementing CSR initiatives. Studies involving CSR have not fully explored how organizational social performance impacts individual employee behaviors nor examined the attributes of individuals comprising stakeholder groups such as employees. The objectives of this study are to analyze the implementation of CSR programs and its impact on employees. The main underlying proposition is that organization can influence its employee through his or her own ethical and responsible behavior. The work culture built upon this sense of organization’s voluntary contribution toward a wide number of stakeholders could invite and encourage employee to adopt the same voluntary attitude and behavior to their own fellow

  15. 76 FR 2142 - Employee Benefits Security Administration

    Science.gov (United States)

    2011-01-12

    ... DEPARTMENT OF LABOR Employee Benefits Security Administration Hearing on Definition of ``Fiduciary'' AGENCY: Employee Benefits Security Administration, Labor. ACTION: Notice of hearing and extension of comment period. SUMMARY: Notice is hereby given that the Employee Benefits Security Administration will...

  16. Employee resistance and injury during commercial robberies.

    Science.gov (United States)

    Jones, Jennifer; Casteel, Carri; Peek-Asa, Corinne

    2015-05-01

    To examine the association between employee resistance and injury and examine whether type or location of property stolen was associated with employee resistance during commercial robberies in a large metropolitan city. Robbery data were abstracted from police crime reports between 2008 and 2012. Log binomial regression models were used to identify predictors of employee resistance and to evaluate the association between employee resistance and injury. Employees resisted a robber in nearly half of all robbery events. Active employee resistance was significantly associated with employee injury (Adj PR: 1.49, 95% confidence interval, 1.34 to 1.65). Goods being stolen were associated with active employee resistance and employee injury, whereas cash only being stolen was inversely associated with employee injury. Results suggest that employee training in nonresistance can be an important strategy in protecting employees working with the exchange of cash and goods.

  17. A Causal Relationship of Occupational Stress among University Employees.

    Science.gov (United States)

    Kaewanuchit, Chonticha; Muntaner, Carles; Isha, Nizam

    2015-07-01

    Occupational stress is a psychosocial dimension of occupational health concept on social determinants of health, especially, job & environmental condition. Recently, staff network of different government universities of Thailand have called higher education commission, and Ministry of Education, Thailand to resolve the issue of government education policy (e.g. wage inequity, poor welfare, law, and job & environment condition) that leads to their job insecurity, physical and mental health problems from occupational stress. The aim of this study was to investigate a causal relationship of occupational stress among the academic university employees. This cross sectional research was conducted in 2014 among 2,000 academic university employees at Thai government universities using stratified random sampling. Independent variables were wage, family support, periods of duty, and job & environmental condition. Dependent variable was stress. Job & environmental condition, as social and environmental factor, and periods of duty as individual factor had direct effect to stress (Pstress (P occupational stress among academic university employees at moderate level.

  18. Fostering employee involvement.

    Science.gov (United States)

    Beecher, G P

    1997-11-01

    Every year, the ODA's Economics of Practice Committee, with the help of an independent consulting firm, carries out the Cost of Practice Monitor which tracks the various costs of running a dental practice in Ontario. This article is the result of a joint ODA-Arthur Andersen initiative to provide members with detailed information from the Monitor. Over the next year, there will be a series of articles published under the heading "Best practises for Ontario's Dental Practices." The article featured in this issue focuses on wage expenses in dental practices and how to foster employee involvement as a means of addressing cost-productivity issues. Furthermore, information relating to wage expenses may be used by practitioners to benchmark their practice against the average Ontario dental practice. Appendix C was developed for this purpose. Through benchmarking, the practitioner may gain insight into ways of evaluating their practice and in addressing issues that could improve the management of the practice. For a long time, concepts of best business practises were applied only to manufacturing organizations or large multi-national corporations but experience has demonstrated that these activities are universal to all organizations, including service companies, schools, government and not-for-profit organizations.

  19. Every employee an owner. Really.

    Science.gov (United States)

    Rosen, Corey; Case, John; Staubus, Martin

    2005-06-01

    Surveys indicate that when new rules on expensing stock options take effect, many companies are likely to limit the number of employees who can receive equity compensation. But companies that reserve equity for executives are bound to suffer in the long run. Study after study proves that broad-based ownership, when done right, leads to higher productivity, lower workforce turnover, better recruits, and bigger profits. "Done right" is the key. Here are the four most important factors in implementing a broad-based employee equity plan: A significant portion of the workforce--generally, most of the full-time people--must hold equity; employees must think the amounts they hold can significantly improve their financial prospects; managerial practices and policies must reinforce the plan; and employees must feel a true sense of company ownership. Those factors add up to an ownership culture in which employees' interests are aligned with the company's. The result is a workforce that is loyal, cooperative, and willing to go above and beyond to make the organization successful. A wide variety of companies have recorded exceptional business performance with the help of employee-ownership programs supported by management policies. The authors examine two: Science Applications International, a research and development contractor, and Scot Forge, which shapes metal and other materials for industrial machinery. At both companies, every employee with a year or so of service holds equity, and employees who stay on can accumulate a comfortable nest egg. Management's sharing of financial information reinforces workers' sense of ownership. So does the expectation that employees will accept the responsibilities of ownership. Workers with an ownership stake internalize their responsibilities and feel they have an obligation not only to management but to one another.

  20. Addressing problems of employee performance.

    Science.gov (United States)

    McConnell, Charles R

    2011-01-01

    Employee performance problems are essentially of 2 kinds: those that are motivational in origin and those resulting from skill deficiencies. Both kinds of problems are the province of the department manager. Performance problems differ from problems of conduct in that traditional disciplinary processes ordinarily do not apply. Rather, performance problems are addressed through educational and remedial processes. The manager has a basic responsibility in ensuring that everything reasonable is done to help each employee succeed. There are a number of steps the manager can take to address employee performance problems.

  1. Employee Reward Systems in Organizations

    Directory of Open Access Journals (Sweden)

    Došenović Dragana

    2016-06-01

    Full Text Available Employee rewarding is one of the activities of human resource management concerning the management of money, goods and services that employees receive from their employer in exchange for their work. Given that a properly designed reward system is one of the conditions for a stable business, successful performance of work activities and the achievement of set objectives in each organization, the basic theme of this paper is the employee reward system, with a special focus on different elements of it. The purpose of this paper is to describe the role and significance of the observed system and to draw attention to its role in employee’s motivation.

  2. How Employee Turnover Affects Productivity

    DEFF Research Database (Denmark)

    Eriksen, Bo

    Research on employee turnover suggests that turnover results in negative organization-level outcomes. This paper provides a firm-level analysis of the impact of the in- and outflows of human resources on productivity and how the presence of organizational slack resources moderates the effects...... moderate this effect so that the negative consequences of employee turnover are less severe for larger, older and capital intensive firms. These moderating variables indicate the presence of slack resources in the firm, and thus that the accumulation of slack reduces the efficiency losses from employee...

  3. Does an employee assistance programme benefit employers and employees alike?

    Science.gov (United States)

    MacAlister, E

    1999-09-01

    EAPs are not a psychological sticking plaster. They are a clinically and corporately balanced service which benefits the employee, via the direct services and the employer, via the feedback in the form of usage statistics derived from the continuous tracking of the account through which organizational and employment issues are identified. Well positioned EAPs offer employees confidential counselling, and information services including legal, financial and child-based issues and are able to offer employers tailored training and consultancy.

  4. Hornbills can distinguish between primate alarm calls.

    Science.gov (United States)

    Rainey, Hugo J.; Zuberbühler, Klaus; Slater, Peter J. B.

    2004-01-01

    Some mammals distinguish between and respond appropriately to the alarm calls of other mammal and bird species. However, the ability of birds to distinguish between mammal alarm calls has not been investigated. Diana monkeys (Cercopithecus diana) produce different alarm calls to two predators: crowned eagles (Stephanoaetus coronatus) and leopards (Panthera pardus). Yellow-casqued hornbills (Ceratogymna elata) are vulnerable to predation by crowned eagles but are not preyed on by leopards and might therefore be expected to respond to the Diana monkey eagle alarm call but not to the leopard alarm call. We compared responses of hornbills to playback of eagle shrieks, leopard growls, Diana monkey eagle alarm calls and Diana monkey leopard alarm calls and found that they distinguished appropriately between the two predator vocalizations as well as between the two Diana monkey alarm calls. We discuss possible mechanisms leading to these responses. PMID:15209110

  5. Stress management standards: a warning indicator for employee health.

    Science.gov (United States)

    Kazi, A; Haslam, C O

    2013-07-01

    Psychological stress is a major cause of lost working days in the UK. The Health & Safety Executive (HSE) has developed management standards (MS) to help organizations to assess work-related stress. To investigate the relationships between the MS indicator tool and employee health, job attitudes, work performance and environmental outcomes. The first phase involved a survey employing the MS indicator tool, General Health Questionnaire-12 (GHQ-12), job attitudes, work performance and environmental measures in a call centre from a large utility company. The second phase comprised six focus groups to investigate what employees believed contributed to their perceived stress. Three hundred and four call centre employees responded with a response rate of 85%. Significant negative correlations were found between GHQ-12 and two MS dimensions; demands (Rho = -0.211, P job performance, job motivation and increased intention to quit but low stress levels were associated with reduced job satisfaction. Lack of management support, recognition and development opportunities were identified as sources of stress. The findings support the utility of the MS as a measure of employee attitudes and performance.

  6. Poison control center - emergency number

    Science.gov (United States)

    For a POISON EMERGENCY call: 1-800-222-1222 ANYWHERE IN THE UNITED STATES This national hotline number will let you ... is a free and confidential service. All local poison control centers in the United States use this ...

  7. Calling in Work: Secular or Sacred?

    Science.gov (United States)

    Steger, Michael F.; Pickering, N. K.; Shin, J. Y.; Dik, B. J.

    2010-01-01

    Recent scholarship indicates that people who view their work as a calling are more satisfied with their work and their lives. Historically, calling has been regarded as a religious experience, although modern researchers frequently have adopted a more expansive and secular conceptualization of calling, emphasizing meaning and personal fulfillment…

  8. Indico CONFERENCE: Define the Call for Abstracts

    CERN Multimedia

    CERN. Geneva; Ferreira, Pedro

    2017-01-01

    In this tutorial, you will learn how to define and open a call for abstracts. When defining a call for abstracts, you will be able to define settings related to the type of questions asked during a review of an abstract, select the users who will review the abstracts, decide when to open the call for abstracts, and more.

  9. Do market participants learn from conference calls?

    NARCIS (Netherlands)

    Roelofsen, E.; Verbeeten, F.; Mertens, G.

    2014-01-01

    We examine whether market participants learn from the information that is disseminated during the Q-and-A section of conference calls. Specifically, we investigate whether stock prices react to information on intangible assets provided during conference calls, and whether conference calls

  10. HOW TO CALL THE CERN FIRE BRIGADE

    CERN Multimedia

    2001-01-01

    The telephone numbers of the CERN Fire Brigade are: 74444 for emergency calls 74848 for other calls Note The number 112 will stay in use for emergency calls from 'wired' telephones, however, from mobile phones it leads to non-CERN emergency services.

  11. HOW TO CALL THE CERN FIRE BRIGADE

    CERN Multimedia

    2001-01-01

    The telephone numbers of the CERN Fire Brigade are: 74444 for emergency calls 74848 for other calls Note: the number 112 will stay in use for emergency calls from 'wired' telephones, however, from mobile phones it leads to non-CERN emergency services.

  12. How to call the Fire Brigade

    CERN Multimedia

    2003-01-01

    The telephone numbers for the CERN Fire Brigade are: 74444 for emergency calls 74848 for other calls Note The number 112 will stay in use for emergency calls from "wired" telephones, however, from mobile phones it leads to non-CERN emergency services.

  13. HOW TO CALL THE CERN FIRE BRIGADE

    CERN Multimedia

    2002-01-01

    The telephone numbers of the CERN Fire Brigade are: 74444 for emergency calls 74848 for other calls Note The number 112 will stay in use for emergency calls from 'wired' telephones, however, from mobile phones it leads to non-CERN emergency services.  

  14. HOW TO CALL THE CERN FIRE BRIGADE

    CERN Multimedia

    2002-01-01

    The telephone numbers of the CERN Fire Brigade are: 74444 for emergency calls 74848 for other calls Note The number 112 will stay in use for emergency calls from 'wired' telephones, however, from mobile phones it leads to non-CERN emergency services.

  15. Integrated Employee Occupational Health and Organizational-Level Registered Nurse Outcomes.

    Science.gov (United States)

    Mohr, David C; Schult, Tamara; Eaton, Jennifer Lipkowitz; Awosika, Ebi; McPhaul, Kathleen M

    2016-05-01

    The study examined organizational culture, structural supports, and employee health program integration influence on registered nurse (RN) outcomes. An organizational health survey, employee health clinical operations survey, employee attitudes survey, and administration data were collected. Multivariate regression models examined outcomes of sick leave, leave without pay, voluntary turnover, intention to leave, and organizational culture using 122 medical centers. Lower staffing ratios were associated with greater sick leave, higher turnover, and intention to leave. Safety climate was favorably associated with each of the five outcomes. Both onsite employee occupational health services and a robust health promotion program were associated with more positive organizational culture perceptions. Findings highlight the positive influence of integrating employee health and health promotion services on organizational health outcomes. Attention to promoting employee health may benefit organizations in multiple, synergistic ways.

  16. Perceiving a Calling, Living a Calling, and Job Satisfaction: Testing a Moderated, Multiple Mediator Model

    Science.gov (United States)

    Duffy, Ryan D.; Bott, Elizabeth M.; Allan, Blake A.; Torrey, Carrie L.; Dik, Bryan J.

    2012-01-01

    The current study examined the relation between perceiving a calling, living a calling, and job satisfaction among a diverse group of employed adults who completed an online survey (N = 201). Perceiving a calling and living a calling were positively correlated with career commitment, work meaning, and job satisfaction. Living a calling moderated…

  17. Employee share ownership in Germany

    DEFF Research Database (Denmark)

    Ortlieb, Renate; Matiaske, Wenzel; Fietze, Simon

    2016-01-01

    Politicians and scholars alike praise the significant benefits associated with employee share ownership (ESO). However, little is known about the concrete motives of firms to provide ESO to their employees. In particular, it is unknown how these motives correlate with firms’ contexts. Drawing...... on an institutional theoretical framework, this article examines what aims firms pursue through the provision of ESO. The data originate from a survey of firms in Germany. The cluster analytic findings indicate distinctive patterns of relationships between aims and firm characteristics. Aims related to employee...... performance are most important to foreign-owned firms, financial aims are most important to non-public small and medium-sized firms and aims related to corporate image are most important to big firms and to firms that do not provide profit sharing. Aims related to employee attraction and retention are almost...

  18. Employee Benefit Reporting After ERISA

    Science.gov (United States)

    Steen, Wesley W.

    1976-01-01

    The statutory reporting requirements of ERISA and some of the regulations recently promulgated are discussed. All type of employee benefit plans are covered. For journal availability see HE 508 741. (LBH)

  19. Employees' Perceptions of Their Leaders

    Directory of Open Access Journals (Sweden)

    Golubović-Stojanović Aleksandra

    2016-06-01

    Full Text Available This paper presents the research about employees and the leaders who are included in leading the organization, as an important segment of the modern business. The aim of this research is to show the real picture about presence new strategies of leaders in the organizations, as well as the analysis of the perception of employees about their leaders. The research in business organizations conducted on the sample of leaders and employees. The construction of high-quality questionnaire represents the important segment of modern statistical and business researches. The issues in questionnaire construction are very complex and they are in the focus of all statistical and research methodologies. It was conducted on the sample of at least 250 examinees (employees in bigger companies in Serbia. Research results showed that understanding communication satisfaction, with its link to job satisfaction, should provide an ability to better target resources to improve communication satisfaction issues.

  20. Work environments for employee creativity.

    Science.gov (United States)

    Dul, Jan; Ceylan, Canan

    2011-01-01

    Innovative organisations need creative employees who generate new ideas for product or process innovation. This paper presents a conceptual framework for the effect of personal, social-organisational and physical factors on employee creativity. Based on this framework, an instrument to analyse the extent to which the work environment enhances creativity is developed. This instrument was applied to a sample of 409 employees and support was found for the hypothesis that a creative work environment enhances creative performance. This paper illustrates how the instrument can be used in companies to select and implement improvements. STATEMENT OF RELEVANCE: The ergonomics discipline addresses the work environment mainly for improving health and safety and sometimes productivity and quality. This paper opens a new area for ergonomics: designing work environments for enhancing employee creativity in order to strengthen an organisation's capability for product and process innovation and, consequently, its competitiveness.

  1. Employee Resistance to Computer Technology.

    Science.gov (United States)

    Ewert, Alan

    1984-01-01

    The introduction of computers to the work place may cause employee stress. Aggressive, protective, and avoidance behaviors are forms of staff resistance. The development of good training programs will enhance productivity. Suggestions for evaluating computer systems are offered. (DF)

  2. Implementing an Employee Assistance Program.

    Science.gov (United States)

    Gam, John; And Others

    1983-01-01

    Describes in detail the implementation of an employee assistance program in a textile plant. Reviews the historical development, referral process, and termination guidelines of the program and contains descriptive statistics for six periods of the program's operation. (Author/JAC)

  3. Strategy Innovation with Employee Involvement

    DEFF Research Database (Denmark)

    Friis, Ole Uhrskov; Koch, Christian

    2015-01-01

    The purpose of this article is to investigate how employees can be involved in strategy innovation processes and how new strategy practices (new tools and procedures) are used to change strategy praxis in order to sustain value creation. In the strategizing actions, we found that even...... if the managers still dominate, some processes of direct involvement of employees occur, in particular when employees are asked to supplement overall strategic goals and when they directly shape several sub-strategies. Strategy practices found include strategy planning, an open space workshop and organised...... strategy projects. Especially the latter two are important in facilitating the employee involvement. The case, however, also exhibits enterprise-situated praxises related to unplanned events, like the mitigation of taboos....

  4. (Mis)managing employee motivation?

    DEFF Research Database (Denmark)

    Jacobsen, Christian Bøtcher; Hvidtved, Johan; Andersen, Lotte Bøgh

    Motivated employees are crucial to all organizations, but some management initiatives may actually decrease motivation. Motivation crowding theory thus expects that command and incentives – if they are perceived as controlling - crowd out intrinsic motivation. The perception is thus expected...

  5. Designing an idea screening framework for employee-driven innovation

    OpenAIRE

    Ciriello, Raffaele Fabio; Richter, Alexander; Schwabe, Gerhard

    2016-01-01

    As ever more companies encourage their employees to realize innovations, a surplus of ideas that exceeds the available resources to implement them has become reality in many organizations. With this paper, we follow recent calls for designing IT-supported, comprehensive, multi-attributive idea screening throughout the whole innovation cycle. Our Idea Screening Framework is grounded in literature and empirical data we collected from a two-year field study in a multinational European banking so...

  6. Strategies for improving employee retention.

    Science.gov (United States)

    Verlander, Edward G; Evans, Martin R

    2007-03-28

    This article proposes a solution to the perennial problem of talent retention in the clinical laboratory. It includes the presentation of 12 strategies that may be used to significantly improve institutional identity formation and establishment of the psychological contract that employees form with laboratory management. Identity formation and psychological contracting are deemed as essential in helping reduce employee turnover and increase retention. The 12 conversational strategies may be used as a set of best practices for all employees, but most importantly for new employees, and should be implemented at the critical moment when employees first join the laboratory. This time is referred to as "retention on-boarding"--the period of induction and laboratory orientation. Retention on-boarding involves a dialogue between employees and management that is focused on the psychological, practical, cultural, and political dimensions of the laboratory. It is placed in the context of the modern clinical laboratory, which is faced with employing and managing Generation X knowledge workers. Specific topics and broad content areas of those conversations are outlined.

  7. Stennis Space Center celebrates Native American culture

    Science.gov (United States)

    2009-01-01

    Famie Willis (left), 2009-2010 Choctaw Indian Princess, displays artifacts during Native American Heritage Month activities at Stennis Space Center on Nov. 24. The celebration featured various Native American cultural displays for Stennis employees to view. Shown above are (l to r): Willis, Elaine Couchman of NASA Shared Services Center, John Cecconi of NSSC and Lakeisha Robertson of the Environmental Protection Agency.

  8. The job demands-resources model of work engagement in South African call centres

    Directory of Open Access Journals (Sweden)

    Yolandi Janse van Rensburg

    2013-09-01

    Full Text Available Orientation: A ‘sacrificial human resource strategy’ is practised in call centres, resulting in poor employee occupational health. Consequently, questions are posed in terms of the consequences of call centre work and which salient antecedent variables impact the engagement and wellbeing of call centre representatives. Research purpose: Firstly, to gauge the level of employee engagement amongst a sample of call centre representatives in South Africa and, secondly, to track the paths through which salient personal and job resources affect this engagement. More specifically, the relationships between sense of coherence, leadership effectiveness, team effectiveness and engagement were investigated, thus testing the Job Demands-Resources model of work engagement. Motivation for the study: To present an application of the Job Demands-Resources model of work engagement in a call centre environment in order to diagnose current ills and consequently propose remedies. Research design: A cross-sectional survey design was used and a non-probability convenient sample of 217 call centre representatives was selected. The measuring instruments comprise the Utrecht Work Engagement Scale to measure engagement, the Team Diagnostic Survey to measure team effectiveness, the leadership practices inventory to gauge leadership effectiveness, and the Orientation to Life Questionnaire to measure sense of coherence. A series of structural equation modelling analyses were performed. Main findings: Contrary to the ‘electronic sweatshop’ image attached to call centre jobs depicted in the literature, results show a high level of employee engagement for call centre representatives in the sample. Also, personal resources such as sense of coherence and job resources such as team effectiveness related significantly to engagement. A non-significant relationship exists between leadership effectiveness and engagement. Practical/managerial implications: Both the content and

  9. The job demands-resources model of work engagement in South African call centres

    Directory of Open Access Journals (Sweden)

    Yolandi Janse van Rensburg

    2013-09-01

    Full Text Available Orientation: A ‘sacrificial human resource strategy’ is practised in call centres, resulting in poor employee occupational health. Consequently, questions are posed in terms of the consequences of call centre work and which salient antecedent variables impact the engagement and wellbeing of call centre representatives.Research purpose: Firstly, to gauge the level of employee engagement amongst a sample of call centre representatives in South Africa and, secondly, to track the paths through which salient personal and job resources affect this engagement. More specifically, the relationships between sense of coherence, leadership effectiveness, team effectiveness and engagement were investigated, thus testing the Job Demands-Resources model of work engagement.Motivation for the study: To present an application of the Job Demands-Resources model of work engagement in a call centre environment in order to diagnose current ills and consequently propose remedies.Research design: A cross-sectional survey design was used and a non-probability convenient sample of 217 call centre representatives was selected. The measuring instruments comprise the Utrecht Work Engagement Scale to measure engagement, the Team Diagnostic Survey to measure team effectiveness, the leadership practices inventory to gauge leadership effectiveness, and the Orientation to Life Questionnaire to measure sense of coherence. A series of structural equation modelling analyses were performed.Main findings: Contrary to the ‘electronic sweatshop’ image attached to call centre jobs depicted in the literature, results show a high level of employee engagement for call centre representatives in the sample. Also, personal resources such as sense of coherence and job resources such as team effectiveness related significantly to engagement. A non-significant relationship exists between leadership effectiveness and engagement.Practical/managerial implications: Both the content and

  10. Employee organizational commitment

    Directory of Open Access Journals (Sweden)

    Radosavljević Života

    2017-01-01

    Full Text Available This paper shows the results of research on organizational commitment as a type of attitudes that show the identification level of employees with their organizations and their willingness to leave them. The research has been conducted with intention to determine the level of organizational commitment on the territory of Novi Sad, as well as to question whether there is a difference between certain categories of examinees for each commitment base. The research comprised 237 examinees employed in organizations on the territory of Novi Sad. Status of independent variables have gained: gender, years of working experience, educational level, working experience in one or more organizations and estimation of level of personal potentials utility. The questionnaire used is taken from the Greenberg and Baron's 'Behaviour in Organizations', p. 170, done according to set of questions by Meyer and Allen, in 1991. The data have been worked on by calculating arithmetic mean, and by application of Pearson Chi-square test. The results have shown that there is a below average level of organizational (AS=2.88, with the most intensive continual (AS=3.23, and the least intensive normative organizational dedication (AS=2.41. The gender of examinees does not represent relevant source of differences in the levels of each type of three mentioned commitment. Years of working experience and level of educational attainment represent a significant source of differences for continual (YWE: Pearson Chi-square = 30,38; df = 8; p = .000 (LEA: Pearson Chi-square = 7,381; df = 2; p = .05 and normative (YWE: Pearson Chi- square = 20,67; df = 8; p = .000 (LEA: Pearson Chi-square = 10,79; df = 2; p = .00 base of commitment. Work in one or more organizations has shown as a significant source of differences in the level of continual commitment (Pearson Chi-square = 7, 59; df = 2; p = .05. The level of affective commitment is statistically significantly related only to the estimation

  11. The Invisible Employee: University Housekeeping Employees' Perceptions of Physical Activity.

    Science.gov (United States)

    Das, Bhibha M; Sartore-Baldwin, Melanie; Mahar, Matthew T

    2016-09-01

    A significant literature links race and socioeconomic status with physical inactivity and negative health outcomes. The aim of this study was to explore physical activity (PA) perceptions of an underserved, lower socioeconomic minority sector of the workforce. Two focus groups were conducted to examine university housekeepers' perceptions of physical activity. Demographic and anthropometric data were also obtained. Participants (N = 12; 100% female, 100% African-American) overwhelmingly associated PA with traditional exercise (eg, going to a gym). The most important barrier to PA was the perception of being active on the job, thus not needing to do leisure time PA. The most important perceived benefit to PA was improvement of physical and mental health. Employees perceived that a university investment in employees' health might improve morale, especially within low-pay employee sectors where low levels of job satisfaction may be present. Although perceived benefits to PA in this population are consistent with other employee sectors, perceived barriers to PA may be unique to this sector of the workforce. PA promotion programs should focus on providing resources as well as guidelines that demonstrate the need for PA outside of the workplace setting. Such programs may improve employee health, morale, and productivity.

  12. Information on the Karlsruhe Nuclear Research Center

    International Nuclear Information System (INIS)

    Reuter, H.H.

    1980-01-01

    A short overview is given about the origins of Karlsruhe Nuclear Research Center. The historical development of the different companies operating the Center is shown. Because the original task assigned to the Center was the construction and testing of the first German reactor exclusively built by German companies, a detailed description of this reactor and the changes made afterwards is presented. Next, today's organizational structure of the Center is outlined and the development of the Center's financing since its foundation is shown. A short overview about the structure of employees from the Center's beginning up to now is also included as well as a short description of today's main activities. (orig.)

  13. 10 CFR 61.9 - Employee protection.

    Science.gov (United States)

    2010-01-01

    ... occurs because the employee has engaged in protected activities. An employee's engagement in protected... 10 Energy 2 2010-01-01 2010-01-01 false Employee protection. 61.9 Section 61.9 Energy NUCLEAR... Provisions § 61.9 Employee protection. (a) Discrimination by a Commission licensee, an applicant for a...

  14. 10 CFR 70.7 - Employee protection.

    Science.gov (United States)

    2010-01-01

    ... occurs because the employee has engaged in protected activities. An employee's engagement in protected... 10 Energy 2 2010-01-01 2010-01-01 false Employee protection. 70.7 Section 70.7 Energy NUCLEAR... Employee protection. (a) Discrimination by a Commission licensee, an applicant for a Commission license, or...

  15. 10 CFR 60.9 - Employee protection.

    Science.gov (United States)

    2010-01-01

    ... occurs because the employee has engaged in protected activities. An employee's engagement in protected... 10 Energy 2 2010-01-01 2010-01-01 false Employee protection. 60.9 Section 60.9 Energy NUCLEAR... Provisions § 60.9 Employee protection. (a) Discrimination by a Commission licensee, an applicant for a...

  16. 10 CFR 50.7 - Employee protection.

    Science.gov (United States)

    2010-01-01

    ... occurs because the employee has engaged in protected activities. An employee's engagement in protected... 10 Energy 1 2010-01-01 2010-01-01 false Employee protection. 50.7 Section 50.7 Energy NUCLEAR... Employee protection. (a) Discrimination by a Commission licensee, an applicant for a Commission license, or...

  17. 10 CFR 63.9 - Employee protection.

    Science.gov (United States)

    2010-01-01

    ... because the employee has engaged in protected activities. An employee's engagement in protected activities... 10 Energy 2 2010-01-01 2010-01-01 false Employee protection. 63.9 Section 63.9 Energy NUCLEAR... MOUNTAIN, NEVADA General Provisions § 63.9 Employee protection. (a) Discrimination by a Commission licensee...

  18. 10 CFR 52.5 - Employee protection.

    Science.gov (United States)

    2010-01-01

    ... adverse action occurs because the employee has engaged in protected activities. An employee's engagement... 10 Energy 2 2010-01-01 2010-01-01 false Employee protection. 52.5 Section 52.5 Energy NUCLEAR... Provisions § 52.5 Employee protection. (a) Discrimination by a Commission licensee, holder of a standard...

  19. 10 CFR 72.10 - Employee protection.

    Science.gov (United States)

    2010-01-01

    ... adverse action occurs because the employee has engaged in protected activities. An employee's engagement... 10 Energy 2 2010-01-01 2010-01-01 false Employee protection. 72.10 Section 72.10 Energy NUCLEAR... Employee protection. (a) Discrimination by a Commission licensee, certificate holder, an applicant for a...

  20. 10 CFR 30.7 - Employee protection.

    Science.gov (United States)

    2010-01-01

    ... occurs because the employee has engaged in protected activities. An employee's engagement in protected... 10 Energy 1 2010-01-01 2010-01-01 false Employee protection. 30.7 Section 30.7 Energy NUCLEAR... Provisions § 30.7 Employee protection. (a) Discrimination by a Commission licensee, an applicant for a...

  1. 29 CFR 779.114 - Transportation employees.

    Science.gov (United States)

    2010-07-01

    ... 29 Labor 3 2010-07-01 2010-07-01 false Transportation employees. 779.114 Section 779.114 Labor... Coverage Employees Engaged in Commerce Or in the Production of Goods for Commerce § 779.114 Transportation employees. Transportation employees of retail businesses, such as truck drivers or truck drivers' helpers...

  2. Employee voice and engagement : Connections and consequences

    NARCIS (Netherlands)

    Rees, C.; Alfes, K.; Gatenby, M.

    2013-01-01

    This paper considers the relationship between employee voice and employee engagement. Employee perceptions of voice behaviour aimed at improving the functioning of the work group are found to have both a direct impact and an indirect impact on levels of employee engagement. Analysis of data from two

  3. 32 CFR 26.640 - Employee.

    Science.gov (United States)

    2010-07-01

    ... 32 National Defense 1 2010-07-01 2010-07-01 false Employee. 26.640 Section 26.640 National Defense... REQUIREMENTS FOR DRUG-FREE WORKPLACE (FINANCIAL ASSISTANCE) Definitions § 26.640 Employee. (a) Employee means the employee of a recipient directly engaged in the performance of work under the award, including— (1...

  4. 38 CFR 48.640 - Employee.

    Science.gov (United States)

    2010-07-01

    ... 38 Pensions, Bonuses, and Veterans' Relief 2 2010-07-01 2010-07-01 false Employee. 48.640 Section...) GOVERNMENTWIDE REQUIREMENTS FOR DRUG-FREE WORKPLACE (FINANCIAL ASSISTANCE) Definitions § 48.640 Employee. (a) Employee means the employee of a recipient directly engaged in the performance of work under the award...

  5. 34 CFR 32.4 - Employee response.

    Science.gov (United States)

    2010-07-01

    ... 34 Education 1 2010-07-01 2010-07-01 false Employee response. 32.4 Section 32.4 Education Office... FROM DEPARTMENT OF EDUCATION EMPLOYEES § 32.4 Employee response. (a) Voluntary repayment agreement. Within 7 days of receipt of the written notice under § 32.3, the employee may submit a request to the...

  6. 29 CFR 1472.640 - Employee.

    Science.gov (United States)

    2010-07-01

    ... 29 Labor 4 2010-07-01 2010-07-01 false Employee. 1472.640 Section 1472.640 Labor Regulations... DRUG-FREE WORKPLACE (FINANCIAL ASSISTANCE) Definitions § 1472.640 Employee. (a) Employee means the employee of a recipient directly engaged in the performance of work under the award, including— (1) All...

  7. 45 CFR 630.640 - Employee.

    Science.gov (United States)

    2010-10-01

    ... 45 Public Welfare 3 2010-10-01 2010-10-01 false Employee. 630.640 Section 630.640 Public Welfare... DRUG-FREE WORKPLACE (FINANCIAL ASSISTANCE) Definitions § 630.640 Employee. (a) Employee means the employee of a recipient directly engaged in the performance of work under the award, including— (1) All...

  8. 29 CFR 825.110 - Eligible employee.

    Science.gov (United States)

    2010-07-01

    ... 29 Labor 3 2010-07-01 2010-07-01 false Eligible employee. 825.110 Section 825.110 Labor... employee. (a) An “eligible employee” is an employee of a covered employer who: (1) Has been employed by the... worksite where 50 or more employees are employed by the employer within 75 miles of that worksite. (See...

  9. 25 CFR 502.14 - Key employee.

    Science.gov (United States)

    2010-04-01

    ... 25 Indians 2 2010-04-01 2010-04-01 false Key employee. 502.14 Section 502.14 Indians NATIONAL....14 Key employee. Key employee means: (a) A person who performs one or more of the following functions... gaming operation. (d) Any other person designated by the tribe as a key employee. [57 FR 12392, Apr. 9...

  10. 2 CFR 182.640 - Employee.

    Science.gov (United States)

    2010-01-01

    ... 2 Grants and Agreements 1 2010-01-01 2010-01-01 false Employee. 182.640 Section 182.640 Grants and... GOVERNMENTWIDE REQUIREMENTS FOR DRUG-FREE WORKPLACE (FINANCIAL ASSISTANCE) Definitions § 182.640 Employee. (a) Employee means the employee of a recipient directly engaged in the performance of work under the award...

  11. 41 CFR 105-74.640 - Employee.

    Science.gov (United States)

    2010-07-01

    ... 41 Public Contracts and Property Management 3 2010-07-01 2010-07-01 false Employee. 105-74.640...-GOVERNMENTWIDE REQUIREMENTS FOR DRUG-FREE WORKPLACE (FINANCIAL ASSISTANCE) Definitions § 105-74.640 Employee. (a) Employee means the employee of a recipient directly engaged in the performance of work under the award...

  12. 29 CFR 1201.4 - Employee.

    Science.gov (United States)

    2010-07-01

    ... 29 Labor 4 2010-07-01 2010-07-01 false Employee. 1201.4 Section 1201.4 Labor Regulations Relating to Labor (Continued) NATIONAL MEDIATION BOARD DEFINITIONS § 1201.4 Employee. The term employee as... that of an employee or subordinate official in the orders of the Interstate Commerce Commission now in...

  13. 29 CFR 2200.38 - Employee contests.

    Science.gov (United States)

    2010-07-01

    ... 29 Labor 9 2010-07-01 2010-07-01 false Employee contests. 2200.38 Section 2200.38 Labor... Pleadings and Motions § 2200.38 Employee contests. (a) Secretary's statement of reasons. Where an affected employee or authorized employee representative files a notice of contest with respect to the abatement...

  14. 20 CFR 404.1045 - Employee expenses.

    Science.gov (United States)

    2010-04-01

    ... 20 Employees' Benefits 2 2010-04-01 2010-04-01 false Employee expenses. 404.1045 Section 404.1045 Employees' Benefits SOCIAL SECURITY ADMINISTRATION FEDERAL OLD-AGE, SURVIVORS AND DISABILITY INSURANCE (1950- ) Employment, Wages, Self-Employment, and Self-Employment Income Wages § 404.1045 Employee expenses. Amounts...

  15. 28 CFR 97.12 - Employee training.

    Science.gov (United States)

    2010-07-01

    ... 28 Judicial Administration 2 2010-07-01 2010-07-01 false Employee training. 97.12 Section 97.12... OR DETAINEE SERVICES § 97.12 Employee training. Private prisoner transport companies must require the completion of a minimum of 100 hours of employee training before an employee may transport violent prisoners...

  16. 24 CFR 21.640 - Employee.

    Science.gov (United States)

    2010-04-01

    ... 24 Housing and Urban Development 1 2010-04-01 2010-04-01 false Employee. 21.640 Section 21.640... GOVERNMENTWIDE REQUIREMENTS FOR DRUG-FREE WORKPLACE (GRANTS) Definitions § 21.640 Employee. (a) Employee means the employee of a recipient directly engaged in the performance of work under the award, including— (1...

  17. 40 CFR 36.640 - Employee.

    Science.gov (United States)

    2010-07-01

    ... 40 Protection of Environment 1 2010-07-01 2010-07-01 false Employee. 36.640 Section 36.640... REQUIREMENTS FOR DRUG-FREE WORKPLACE (FINANCIAL ASSISTANCE) Definitions § 36.640 Employee. (a) Employee means the employee of a recipient directly engaged in the performance of work under the award, including— (1...

  18. 49 CFR 218.22 - Utility employee.

    Science.gov (United States)

    2010-10-01

    ... 49 Transportation 4 2010-10-01 2010-10-01 false Utility employee. 218.22 Section 218.22... employee. (a) A utility employee shall be subject to the Hours of Service Act, and the requirements for... parts 217, 219, and 228 of this chapter. (b) A utility employee shall perform service as a member of...

  19. 17 CFR 204.34 - Employee response.

    Science.gov (United States)

    2010-04-01

    ... 17 Commodity and Securities Exchanges 2 2010-04-01 2010-04-01 false Employee response. 204.34... DEBT COLLECTION Salary Offset § 204.34 Employee response. (a) Introduction. An employee must respond to... ways discussed in § 204.34, Employee response, and § 204.35, Petition for pre-offset hearing. Where...

  20. 36 CFR 1212.640 - Employee.

    Science.gov (United States)

    2010-07-01

    ... 36 Parks, Forests, and Public Property 3 2010-07-01 2010-07-01 false Employee. 1212.640 Section... GOVERNMENTWIDE REQUIREMENTS FOR DRUG-FREE WORKPLACE (FINANCIAL ASSISTANCE) Definitions § 1212.640 Employee. (a) Employee means the employee of a recipient directly engaged in the performance of work under the award...

  1. 20 CFR 229.45 - Employee benefit.

    Science.gov (United States)

    2010-04-01

    ... 20 Employees' Benefits 1 2010-04-01 2010-04-01 false Employee benefit. 229.45 Section 229.45 Employees' Benefits RAILROAD RETIREMENT BOARD REGULATIONS UNDER THE RAILROAD RETIREMENT ACT SOCIAL SECURITY OVERALL MINIMUM GUARANTEE Computation of the Overall Minimum Rate § 229.45 Employee benefit. The original...

  2. Are happy employees healthy employees? Researching the effects of employee engagement on absenteeism.

    Science.gov (United States)

    Hoxsey, Dann

    2010-01-01

    In 2007, a survey was conducted to measure the levels of workplace engagement for British Columbian civil servants. Following the Heskett et al. model of the “service profit chain” (1994, 2002), the government's primary concerns were the increasing attrition rates and their effects on service delivery. Essentially, the model demonstrated that employees who were more engaged were more committed to their work and more likely to stay within the civil service and that this culminated in improved customer service. Under the joint rubrics of absenteeism and job satisfaction, this study uses a construct of engagement (i.e., job satisfaction) to test whether different levels of engagement have any effect on the amount of sick time (absenteeism) an employee incurs. Specifically, the author looks at whether there is any correlation between the amount of sick time used and an individual's level of engagement and proposes that there is an inverse negative relationship: as job engagement increases, sick time used decreases. Testing the old adage “A happy employee is a healthy employee,” this research demonstrates that, though a more engaged employee may use less sick time, the differences in use between highly engaged employees and those not engaged are fairly marginal and that correlations are further confounded by a host of other (often missing) factors.

  3. Long-distance calls in Neotropical primates

    Directory of Open Access Journals (Sweden)

    Oliveira Dilmar A.G.

    2004-01-01

    Full Text Available Long-distance calls are widespread among primates. Several studies concentrate on such calls in just one or in few species, while few studies have treated more general trends within the order. The common features that usually characterize these vocalizations are related to long-distance propagation of sounds. The proposed functions of primate long-distance calls can be divided into extragroup and intragroup ones. Extragroup functions relate to mate defense, mate attraction or resource defense, while intragroup functions involve group coordination or alarm. Among Neotropical primates, several species perform long-distance calls that seem more related to intragroup coordination, markedly in atelines. Callitrichids present long-distance calls that are employed both in intragroup coordination and intergroup contests or spacing. Examples of extragroup directed long-distance calls are the duets of titi monkeys and the roars and barks of howler monkeys. Considerable complexity and gradation exist in the long-distance call repertoires of some Neotropical primates, and female long-distance calls are probably more important in non-duetting species than usually thought. Future research must focus on larger trends in the evolution of primate long-distance calls, including the phylogeny of calling repertoires and the relationships between form and function in these signals.

  4. Employee motivation: a powerful new model.

    Science.gov (United States)

    Nohria, Nitin; Groysberg, Boris; Lee, Linda-Eling

    2008-01-01

    Motivating employees begins with recognizing that to do their best work, people must be in an environment that meets their basic emotional drives to acquire, bond, comprehend, and defend. So say Nohria and Groysberg, of Harvard Business School, and Lee, of the Center for Research on Corporate Performance. Using the results of surveys they conducted with employees at a wide range of Fortune 500 and other companies, they developed a model for how to increase workplace motivation dramatically. The authors identify the organizational levers that companies and frontline managers have at their disposal as they try to meet workers' deep needs. Reward systems that truly value good performance fulfill the drive to acquire. The drive to bond is best met by a culture that promotes collaboration and openness. Jobs that are designed to be meaningful and challenging meet the need to comprehend. Processes for performance management and resource allocation that are fair, trustworthy, and transparent address the drive to defend. Equipped with real-world company examples, the authors articulate how to apply these levers in productive ways. That application should not be selective, they argue, because a holistic approach gets you more than a piecemeal one. By using all four levers simultaneously, and thereby tackling all four drives, organizations can improve motivation levels by leaps and bounds. For example, a company that falls in the 50th percentile on employee motivation improves only to the 56th by boosting performance on one drive, but way up to the 88th percentile by doing better on all four drives. That's a powerful gain in competitive advantage that any business would relish.

  5. The effects of job satisfaction, employee commitment, workplace friendship and team culture on service recovery performance

    OpenAIRE

    Abednego Feehi Okoe; Henry Boateng; Tiniwah Deborah Mensah

    2016-01-01

    The existing literature has called for more studies to be conducted on how human resource activities affect service recovery performance. This study therefore ascertains the effects of Job Satisfaction, employee Commitment, Workplace Friendship and Team Culture on Service Recovery Performance. The survey research design was used in this study. The participants were frontline employees from the various service sectors in Ghana. The convenience sampling was used as the sampling technique. A tot...

  6. Unveiling Leadership–Employee Performance Links: Perspective of Young Employees

    Directory of Open Access Journals (Sweden)

    Tehmina Fiaz Qazi

    2014-12-01

    Full Text Available This paper presents the impact of leadership style practiced by managers on their subordinates’ job performance. Emotional Intelligence of the employees has been considered as a moderator to the leadership-performance relationship. Self-administered questionnaire survey was conducted from convenient sampled 100 young employees of telecom and banking sector. They were asked to respond about their perception regarding their manager’s leadership style, job performance and their perceived level of emotional intelligence. 77 out of 100 distributed questionnaires were received back completely filled that yield response rate of 77%. Current research concluded that the style of leadership exhibited by a manager is significantly associated with the subordinates’ job performance while emotional intelligence of employees has no moderating effect on this leadership- performance relationship

  7. Web-based application on employee performance assessment using exponential comparison method

    Science.gov (United States)

    Maryana, S.; Kurnia, E.; Ruyani, A.

    2017-02-01

    Employee performance assessment is also called a performance review, performance evaluation, or assessment of employees, is an effort to assess the achievements of staffing performance with the aim to increase productivity of employees and companies. This application helps in the assessment of employee performance using five criteria: Presence, Quality of Work, Quantity of Work, Discipline, and Teamwork. The system uses the Exponential Comparative Method and Weighting Eckenrode. Calculation results using graphs were provided to see the assessment of each employee. Programming language used in this system is written in Notepad++ and MySQL database. The testing result on the system can be concluded that this application is correspond with the design and running properly. The test conducted is structural test, functional test, and validation, sensitivity analysis, and SUMI testing.

  8. Business Ethics & Employee Turnover: CAFE Matrix

    OpenAIRE

    Sapovadia, Vrajlal; Patel, Sweta

    2013-01-01

    Abstract: Business ethics is in discussion for its importance universally, so is the employee turnover in business. Unethical practices are unwanted, so is the high employee turnover. Unethical practices and high employee turnover in business is ubiquitous. No consensus exists on defining ethics. Employee turnover is well defined, but there is no consensus on when employee turnover is disadvantageous for the company. The Golden Rule or ethic of reciprocity, a maxim states that either ...

  9. The contribution which committed lay persons are called to give in public life.

    OpenAIRE

    Franco, Fernando; Jesuit Centre for Faith and Justice; Pastoral Formation Institute

    2009-01-01

    A talk organised by the Jesuit Center for Faith and Justice in collaboration with the Pastoral Formation Institute entitled: The contribution which committed lay persons are called to give in public life. This talk is delivered by Fr Fermando Franco.

  10. Below the Salary Line: Employee Engagement of Non-Salaried Employees

    Science.gov (United States)

    Shuck, Brad; Albornoz, Carlos

    2007-01-01

    This exploratory empirical phenomological study looks at employee engagement using Kahn (1990) and Maslow's (1970) motivational theories to understand the experience of non-salaried employees. This study finds four themes that seem to affect employee engagement: work environment, employee's supervisor, individual characteristics of the employee,…

  11. Stennis Space Center celebrates Diversity Day

    Science.gov (United States)

    2009-01-01

    Kendall Mitchell of the Naval Oceanographic Office (right) learns about the culture of Bolivia from Narda Inchausty, president of the Foreign Born Wives Association in Slidell, La., during 2009 Diversity Day events at NASA's John Stennis Space Center. Stennis hosted Diversity Day activities for employees on Oct. 7. The day's events included cultural and agency exhibits, diversity-related performances, a trivia contest and a classic car and motorcycle show. It also featured the first-ever sitewide Stennis Employee Showcase.

  12. Job satisfaction and motivation: how do we inspire employees?

    Science.gov (United States)

    Alshallah, Sahar

    2004-01-01

    Productivity is defined as the efficient and effective use of resources with minimum waste and effort to achieve outcome. We live in a world that has limited resources. The health care industry faces this limitation more than any other industry. With these challenges facing health care administrators, the concept of productivity, job satisfaction and motivation become very important. Employee satisfaction and retention have always been an important issue for physicians, medical centers and businesses in general. Conventional human resources theories, developed some 50 years ago by Maslow and Herzberg, suggest that satisfied employees tend to be more productive, creative and committed to their employers. People are essential to productivity. The success of productivity improvement strategy is dependent on employee commitment, job satisfaction, skills, and motivation. Maslow's theory consists of a 5-level pyramid: physiologic or basic survival; physical and mental safety; sense of belonging; accomplishment, creativity, and growth; and self-actualization. Herzberg's theory suggests there are 2 groups of factors: hygiene (which satisfy) and motivation. The terms "job satisfaction" and "motivation" have, in my experience, become used interchangeably. There is a difference. Job satisfaction is an individual's emotional response to his or her current job condition, while motivation is the driving force to pursue and satisfy one's needs. Maslow and Herzberg's theories can be easily applied to the workplace. Managers can help employees achieve overall job satisfaction, which, with the employee's internal motivation drive, increase performance on the job.

  13. How to measure employee satisfaction

    International Nuclear Information System (INIS)

    Castillejo, A.

    1998-01-01

    Competitiveness is impossible without satisfied employees. Excellent organisations base their success on customer loyalty, providing products and services which exceed expectations, which are always increasing. For this reason it is necessary to continually improve the organisation's performance and, therefore the activities which lead to this performance. This is not possible to do without the involvement and commitment of the persons carrying out the activities: employees. The presentation places employee satisfaction within the EFQM Business Excellent Model. The persons most adequate for improving the activities carried out by the organisation are those most familiar with them: employees. To bring this about it is necessary to develop capacities, provide tools necessary for improvement, and provide adequate motivation; indeed, satisfy them. In a society such as today's human resources are the most valuable asset. The aim of the presentation is to introduce the Coopers and Lybrand-Galdano model to measure employee satisfaction, based on the comparison of expectations and perceptions with respect to the organisation. (Author)

  14. 47 CFR 22.921 - 911 call processing procedures; 911-only calling mode.

    Science.gov (United States)

    2010-10-01

    ... programming in the mobile unit that determines the handling of a non-911 call and permit the call to be... CARRIER SERVICES PUBLIC MOBILE SERVICES Cellular Radiotelephone Service § 22.921 911 call processing procedures; 911-only calling mode. Mobile telephones manufactured after February 13, 2000 that are capable of...

  15. Turning Doctors Into Employees

    Directory of Open Access Journals (Sweden)

    Matthew Anderson

    2014-05-01

    Full Text Available Background: Much of the contentious debate surrounding the Patient Protection and Affordable Care Act (“Obamacare” concerned its financing and its attempt to guarantee (near universal access to healthcare through the private insurance market.  Aside from sensationalist stories of “death panels,” much less attention went to implications of the bill for the actual provision of healthcare. Methodology: This paper examines the "patient-centered medical home" (PCMH model which has been widely promoted as a means of reviving and improving primary care (i.e. general internal medicine, family medicine, and pediatrics. Argument: The PCMH and many of its components (e.g pay-for-performance, electronic medical records were interventions that were implemented on a massive basis without any evidence of benefit. Recent research has not generally supported clinical benefits with the PCMH model. Instead it seems to designed to de-professionalize (make proletarians of health care workers and enforce corporate models of health. The core values of professional work are undermined while the PCMH does nothing to address the structural marginalization of primary care within US health care. Conclusions: The development of alternative models will require political changes. Both doctors and teachers are in a position of advocate for more progressive systems of care and education.

  16. Making Sense of Employee Discourses

    DEFF Research Database (Denmark)

    Andersen, Mona Agerholm

    In response to the growing interest in the field of organizational identification and the analysis of employee attachment in organizations, this paper presents a multidimensional reception model for analyzing the level of employee identification with corporate value statements. The identification...... model extends a multidimensional model for media reception originally proposed by Schrøder in the field of media reception studies. The proposed model combines the reception dimensions Comprehension, Discrimination, Implementation, Motivation, and Position. This model allows the analysis...... of the complexity, nuances and diversities of employee identification with corporate texts in organizations. In addition to this, the model may help to uncover the positive and negative factors that influence the identification level....

  17. Transformational leadership and employee satisfaction

    Directory of Open Access Journals (Sweden)

    Alisa Mujkić

    2014-12-01

    Full Text Available The main purpose of this paper was to carry out an empirical research on whether transformational leadership, in comparison to other contemporary leadership styles, contributes to higher employee satisfaction levels. In total, 399 respondents took part in this research, which was conducted in companies in Bosnia and Herzegovina and Germany. This was the starting point to identify the dominant leadership style in each of the two countries. Using a nonparametric Mann-Whitney test, it was proved that there is a statistically significant difference in employee satisfaction under transformational leadership as opposed to the transactional and charismatic styles. After a detailed research of the literature, it became apparent that research on this subject is scarce. Accordingly, presenting transformational leadership and its influence on employee satisfaction was a particular challenge.

  18. The Transformation of Employee Participation

    DEFF Research Database (Denmark)

    Busck, Ole Gunni; Knudsen, Herman; Lind, Jens

    2010-01-01

    -model. However, more recent research into psychosocial work environment problems questions the model’s assumption of high job control compensating for high job demands. Taking its point of departure in a `deconstruction´ of the concept of participation based on research on employee participation from the past......This article reviews the research literature on the relationship between employee participation, influence and the work environment. The main part of the literature points to a positive connection in line with how it has been almost institutionalised in Karasek and Theorell´s demand control...... few decades, the article discuss what factors and changes have resulted in that increased employee participation does not seem to result in a healthy work environment. The article concludes on the limitations of the demand control-model in modern working life given contextual changes in the employer...

  19. VULNERABILITY OF PART TIME EMPLOYEES

    Directory of Open Access Journals (Sweden)

    Raluca Dimitriu

    2015-11-01

    Full Text Available The employee who concluded a part-time contract is the employee whose normal working hours, calculated weekly or as monthly average, is lower than the number of normal working hours of a comparable full-time employee. Part-time workers generally have the same legal status as full time workers. In fact, the vulnerability of this category of workers is not necessarily legal but rather economic: income - in proportion to the work performed, may be insufficient to cover the needs of living. However, such vulnerability may also have a certain cultural component: in some societies, professional identity is determined by the length of working hours. Also, part time work may hide many types of indirect discrimination.As a result, the part-time contract requires more than a protective legislation: it requires a strategy. This paper proposes a number of milestones of such a strategy, as well as some concrete de lege ferenda proposals.

  20. Employee contract issues for dermatologists.

    Science.gov (United States)

    Brown, Christopher E; Indest, George F

    2013-12-01

    Employees and employers routinely face negotiating and preparing physician employment contracts. It is important for both sides to know and understand the basic information on what a comprehensive employment contract for a dermatologist should contain. There are various employment contract provisions from both the employee's perspective and the employer's perspective that must be considered when preparing physician employment contracts. This article provides basic advice and recommendations on requirements that should be included in such contracts. It suggests legal pitfalls that can be avoided through various contract clauses.

  1. Involving Employees in Strategy innovation

    DEFF Research Database (Denmark)

    Friis, Ole Uhrskov; Koch, Christian

    2011-01-01

    Strategy as a practice and continuous innovation approaches are combined to conceptualise dilemmas of short versus long term and to analyse a case of employee participation as a particular example of strategy innovation. The case is a medium size textile company developing its strategy involving ...... and Balanced Score Card consultancy, an ‘open space’ workshop and organized strategy projects. Especially the latter two are important in facilitating the employee involvement. The case however also exhibit enterprise situated praxis’s like mitigation of taboos....

  2. Exploring Employee Engagement from the Employee Perspective: Implications for HRD

    Science.gov (United States)

    Shuck, M. Brad; Rocco, Tonette S.; Albornoz, Carlos A.

    2011-01-01

    Purpose: The purpose of this paper is to examine an employee's unique experience of being engaged in their work. Design/methodology/approach: Following Yin's case study design method, researchers collected documents, conducted semi-structured interviews and recorded observations at a large multinational service corporation ranked as one of the…

  3. Employee Orientation and Job Satisfaction among Professional Employees in Hospitals.

    Science.gov (United States)

    Jauch, Lawrence R.; Sekaran, Uma

    1978-01-01

    This study examines the relationship between job satisfaction and employee orientations of professionals in small rural hospitals. Organizational loyalty, peer loyalty and professional identification were used as predictors. Organizational loyalty was found to be the predominant orientation predicting job satisfaction. Replication in other…

  4. EMPLOYEE RETENTION: COMPONENTS OF JOB SATISFACTION OF GREEN INDUSTRY EMPLOYEES

    OpenAIRE

    Bitsch, Vera; Hogberg, Michael

    2004-01-01

    Fourteen businesses participated in case studies of labor management practices. Fifteen non-supervisory employee interviews were analyzed regarding components of job satisfaction. Components were family values, achievement, recognition, work itself, involvement, personal life, interpersonal relationships, job security, supervision, working conditions, organization, safety, compensation and information.

  5. An Employee With Undiagnosed Leprosy: Are Other Employees at Risk?

    Science.gov (United States)

    Lurati, Ann R

    2017-07-01

    MJ is a janitor working in an office building for the past 5 years. He sustained a third-degree burn with a secondary infection and was sent to the county hospital. He was diagnosed with leprosy. The employees in the office building were concerned with the risk of transmission. This article reviews leprosy, and implications for occupational health nurses are discussed.

  6. 78 FR 64873 - Federal Employees Health Benefits Program and Federal Employees Dental and Vision Insurance...

    Science.gov (United States)

    2013-10-30

    ... family members under the FEHB and the Federal Employees Dental and Vision Insurance Program (FEDVIP... procedure, Government employees, Health facilities, Health insurance, Health professions, Hostages, Iraq... Administrative practice and procedure, Government employees, Health insurance, Taxes, Wages. 5 CFR Part 894...

  7. Help Options in CALL: A Systematic Review

    Science.gov (United States)

    Cardenas-Claros, Monica S.; Gruba, Paul A.

    2009-01-01

    This paper is a systematic review of research investigating help options in the different language skills in computer-assisted language learning (CALL). In this review, emerging themes along with is-sues affecting help option research are identified and discussed. We argue that help options in CALL are application resources that do not only seem…

  8. Coaching "Callings" throughout the Adult Life Cycle.

    Science.gov (United States)

    Hudson, Frederic M.

    2001-01-01

    The process of "callings" continues throughout life. Coaching can connect the present to the future in a meaningful way. Callings represent a value shift requiring revision of the nature and scope of one's central purpose in life and meaningful activities. (JOW)

  9. Peafowl antipredator calls encode information about signalers.

    Science.gov (United States)

    Yorzinski, Jessica L

    2014-02-01

    Animals emit vocalizations that convey information about external events. Many of these vocalizations, including those emitted in response to predators, also encode information about the individual that produced the call. The relationship between acoustic features of antipredator calls and information relating to signalers (including sex, identity, body size, and social rank) were examined in peafowl (Pavo cristatus). The "bu-girk" antipredator calls of male and female peafowl were recorded and 20 acoustic parameters were automatically extracted from each call. Both the bu and girk elements of the antipredator call were individually distinctive and calls were classified to the correct signaler with over 90% and 70% accuracy in females and males, respectively. Females produced calls with a higher fundamental frequency (F0) than males. In both females and males, body size was negatively correlated with F0. In addition, peahen rank was related to the duration, end mean frequency, and start harmonicity of the bu element. Peafowl antipredator calls contain detailed information about the signaler and can potentially be used by receivers to respond to dangerous situations.

  10. Calling, is there anything special about it?

    African Journals Online (AJOL)

    2016-07-15

    Jul 15, 2016 ... when a pastor is installed or a new candidate is ordained, 'The one who calls you is faithful .... extension to secular work of the dignity of a calling' (Fowler ... For Luther, therefore, the private life of devotion exercised in the.

  11. The Call to Teach and Teacher Hopefulness

    Science.gov (United States)

    Bullough, Robert V., Jr.; Hall-Kenyon, Kendra M.

    2011-01-01

    The purpose of this paper is to explore teacher motivation and well-being. Our analysis focuses on two central concepts, the notion of a "calling to teach" and of teacher "hopefulness." Data from 205 preservice and inservice teachers were collected to determine teachers' sense of calling and level of hope. Results indicate that overwhelmingly,…

  12. Unlocking the black box: line managers and HRM performance in a call centre context

    OpenAIRE

    Harney, Brian; Jordan, Claire

    2008-01-01

    Purpose – The purpose of this paper is to show the way to unlock the black box of HRM and performance linkages by exploring one of the key variables that mediates the link, namely whether line managers can stimulate improvements in firm performance by eliciting appropriate employee outcomes in a call centre context. Design/methodology/approach – The research draws on Purcell's "People-Performance Model" as a sensitising framework to inform an in-depth case study of a call centre. This pro...

  13. Perceived Calling and Work Engagement Among Nurses.

    Science.gov (United States)

    Ziedelis, Arunas

    2018-03-01

    The purpose of this study was to explore the relationship of perceived calling and work engagement in nursing over and above major work environment factors. In all, 351 nurses from various health care institutions completed the survey. Data were collected about the most demanding aspects of nursing, major job resources, the degree to which nursing is perceived as a meaningful calling, work engagement, and main demographic information. Hierarchical linear regression was applied to assess the relation between perceived calling and work engagement, while controlling for demographic and work environment factors, and perceived calling was significantly related to two out of three components of nurses' work engagement. The highest association was found with dedication component, and vigor component was related insignificantly. Results have shown that perceived calling might motivate nurses to engage in their work even in burdensome environment, although possible implications for the occupational well-being of nurses themselves remains unclear.

  14. Replacing Military Personnel in Support Positions With Civilian Employees

    Science.gov (United States)

    2015-12-01

    burdened costs , as they are known, would include the per-person share of costs for recruit -processing centers, schools, and training bases and would...sector so that, in principle, those same positions could be filled by civilian employees. To cut costs , DoD could transfer some of those positions to...functions more cost -effectively. DoD competed and outsourced many positions outlined in those plans. However, CBO does not have information showing

  15. Are managers open to involvement in employee retirement? The influence of manager psycho-social characteristics, decision-making environment and older employee situational factors.

    NARCIS (Netherlands)

    Davies, E.M.M.; Heijden, B.I.J.M. van der; Stephenson, J.

    2018-01-01

    The changing retirement landscape calls on employers to develop practices that respond to individuals’ retirement needs. Line managers are a key stakeholder in managing retirement and this study focuses on how they respond to employee retirement scenarios. This empirical work examines manager

  16. Call cultures in orang-utans?

    Directory of Open Access Journals (Sweden)

    Serge A Wich

    Full Text Available BACKGROUND: Several studies suggested great ape cultures, arguing that human cumulative culture presumably evolved from such a foundation. These focused on conspicuous behaviours, and showed rich geographic variation, which could not be attributed to known ecological or genetic differences. Although geographic variation within call types (accents has previously been reported for orang-utans and other primate species, we examine geographic variation in the presence/absence of discrete call types (dialects. Because orang-utans have been shown to have geographic variation that is not completely explicable by genetic or ecological factors we hypothesized that this will be similar in the call domain and predict that discrete call type variation between populations will be found. METHODOLOGY/PRINCIPAL FINDINGS: We examined long-term behavioural data from five orang-utan populations and collected fecal samples for genetic analyses. We show that there is geographic variation in the presence of discrete types of calls. In exactly the same behavioural context (nest building and infant retrieval, individuals in different wild populations customarily emit either qualitatively different calls or calls in some but not in others. By comparing patterns in call-type and genetic similarity, we suggest that the observed variation is not likely to be explained by genetic or ecological differences. CONCLUSION/SIGNIFICANCE: These results are consistent with the potential presence of 'call cultures' and suggest that wild orang-utans possess the ability to invent arbitrary calls, which spread through social learning. These findings differ substantially from those that have been reported for primates before. First, the results reported here are on dialect and not on accent. Second, this study presents cases of production learning whereas most primate studies on vocal learning were cases of contextual learning. We conclude with speculating on how these findings might

  17. Managing employee motivation: Exploring the connections between managers' enforcement actions, employee perceptions, and employee intrinsic motivation

    DEFF Research Database (Denmark)

    Mikkelsen, Maria Falk; Jacobsen, Christian Bøtcher; Andersen, Lotte Bøgh

    2017-01-01

    analyze whether local managers—the primary enforcers of external interventions—affect how employees perceive a command system and thereby affect employee intrinsic motivation. Using a multilevel dataset of 1,190 teachers and 32 school principals, we test whether principals’ use of “hard”, “mixed” or “soft......” enforcement of a command system (obligatory teacher-produced student plans) is associated with teacher intrinsic motivation. Results show that teachers experiencing a “hard” enforcement have lower intrinsic motivation than teachers experiencing a “soft” enforcement. As expected by motivation crowding theory......A number of studies show that the use of external interventions, such as command systems and economic incentives, can decrease employee intrinsic motivation. Our knowledge of why the size of “the hidden cost of rewards” differs between organizations is, however, still sparse. In this paper, we...

  18. Does employee involvement work? Yes, sometimes.

    Science.gov (United States)

    Cotton, J L

    1997-12-01

    Employee involvement per se is not always effective for improving performance and/or employee attitudes. Rather, there are several different forms of employee involvement, some of which are effective, while others are not. This article describes seven forms of employee involvement, giving examples, and summarizes research findings for each form, concluding with a summary of which are the best and which are worst. This article also describes what is necessary for effective employee involvement, focusing on management commitment and training for both management and employees.

  19. Organizational Silence in Sports Employees

    Science.gov (United States)

    Bastug, Gulsum; Pala, Adem; Yilmaz, Taner; Duyan, Mehdi; Gunel, Ilker

    2016-01-01

    Organizational silence can be defined as a way of behaviour belonging to men and women employees in the organization exhibited without reflecting their feelings, ideas, concerns and suggestions related with their workplaces, works for which they are responsible or other activities of the organization. In the period of organizational silence,…

  20. Caring for the Disabled Employee

    DEFF Research Database (Denmark)

    Mik-Meyer, Nanna

    lives of disabled people (Barnes & Mercer 2005, Paterson & Hughes 2010). A recurrent theme in this study’s transcribed and coded interviews was not an awareness of bullying and harassment, as other studies have found (e.g., Fevre et al. 2013), but rather how managers and employees without impairments...