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

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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.

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.

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

Lunar phases and crisis center telephone calls.

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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.

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...

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.

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

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

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...

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.

[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.

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

[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.

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...

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.

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.

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

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.

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...

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

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

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

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.

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.

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

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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.

[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.

Non-linguistic analysis of call center conversations

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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.

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.

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

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

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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

Using poison center exposure calls to predict methadone poisoning deaths.

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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.

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

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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.

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 ...

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.

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

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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

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

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 ...

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.

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...

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

Directory of Open Access Journals (Sweden)

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.

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.

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.

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.

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.

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

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

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

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.

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.

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.

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

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.

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.

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.

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

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

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.

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.

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...

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

Directory of Open Access Journals (Sweden)

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.

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

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.

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.

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.

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.

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...

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.

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

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...

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.

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.

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...

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.

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!

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 ...

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.

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...

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.

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.

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.

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.

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.

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.…

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....

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…

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.

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

Directory of Open Access Journals (Sweden)

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.

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

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.

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.

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

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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.

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.

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 ...

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.

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.

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...

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.

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,…

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.

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.

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.

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.

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

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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. 

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.

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)

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...

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...

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…

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. 

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

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

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.

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/

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

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...

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.

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.

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

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...

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

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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.

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

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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.

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...

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...

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. ©

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...

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.

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

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.

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.

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...

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 ...

[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

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...

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.

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.

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

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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

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

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.

'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.

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...

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.

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�

Job Stress among Iranian Prison Employees

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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.

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.

Allegheny County Employee Salaries

Data.gov (United States)

Allegheny County / City of Pittsburgh / Western PA Regional Data Center — Employee 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...

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

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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.

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.

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.

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.)

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.

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

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

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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.

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

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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%

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...

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

[Comparison of two access portals of an employee assistance program at an insurance corporation targeted to reduce stress levels of employees].

Science.gov (United States)

Burnus, M; Benner, V; Kirchner, D; Drabik, A; Stock, St

2012-03-01

Support programmes for stress reduction were offered independently in two departments (650 employees in total) of an insurance group. Both departments, referred to as comparison group 1 and 2 (CG1 and CG2), offered an Employee Assistance Programme (EAP) featuring individual consultations. The employees were addressed through different channels of communication, such as staff meetings, superiors and email. In CG1, a staff adviser additionally called on all employees at their workplace and showed them a brief relaxing technique in order to raise awareness of stress reduction. By contacting employees personally it was also intended to reduce the inhibition threshold for the following individual talks. In CG2 individual talks were done face-to-face, whereas CG1 used telephone counselling. By using the new access channel with an additional personal contact at the workplace, an above average percentage of employees in CG1 could be motivated to participate in the following talks. The rate of participants was five times as high as in CG1, with lower costs for the consultation in each case.

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.

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…

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.

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.…

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.

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…

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...

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

Call Duration Characteristics based on Customers Location

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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.

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

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.

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.

On The Center Sets and Center Numbers of Some Graph Classes

OpenAIRE

R, Ram Kumar.; Balakrishnan, Kannan; Changat, Manoj; Sreekumar, A.; Narasimha-Shenoi, Prasanth G.

2013-01-01

For a set $S$ of vertices and the vertex $v$ in a connected graph $G$, $\\displaystyle\\max_{x \\in S}d(x,v)$ is called the $S$-eccentricity of $v$ in $G$. The set of vertices with minimum $S$-eccentricity is called the $S$-center of $G$. Any set $A$ of vertices of $G$ such that $A$ is an $S$-center for some set $S$ of vertices of $G$ is called a center set. We identify the center sets of certain classes of graphs namely, Block graphs, $K_{m,n}$, $K_n-e$, wheel graphs, odd cycles and symmetric e...

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.

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

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...

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...

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...

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.

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.

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.

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

How Do Internal and External CSR Affect Employees' Organizational Identification? A Perspective from the Group Engagement Model.

Science.gov (United States)

Hameed, Imran; Riaz, Zahid; Arain, Ghulam A; Farooq, Omer

2016-01-01

The literature examines the impact of firms' corporate social responsibility (CSR) activities on employees' organizational identification without considering that such activities tend to have different targets. This study explores how perceived external CSR (efforts directed toward external stakeholders) and perceived internal CSR (efforts directed toward employees) activities influence employees' organizational identification. In so doing, it examines the alternative underlying mechanisms through which perceived external and internal CSR activities build employees' identification. Applying the taxonomy prescribed by the group engagement model, the study argues that the effects of perceived external and internal CSR flow through two competing mechanisms: perceived external prestige and perceived internal respect, respectively. Further, it is suggested that calling orientation (how employees see their work contributions) moderates the effects induced by these alternative forms of CSR. The model draws on survey data collected from a sample of 414 employees across five large multinationals in Pakistan. The results obtained using structural equation modeling support these hypotheses, reinforcing the notion that internal and external CSR operate through different mediating mechanisms and more interestingly employees' calling orientation moderates these relationships to a significant degree. Theoretical contributions and practical implications of results are discussed in detail.

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...

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

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...

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…

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...

Regional radiation protection center in the Federal Republic of Germany - Tasks and Organization

International Nuclear Information System (INIS)

Koelzer, W.

1988-01-01

In the Federal Republic of Germany 220,000 staff members are classified at the moment as occupationally radiation exposed persons. For the maintenance of industrial health and safety for the workers in the companies and for the medical, professional and social rehabilitaion after an accident the so-called ''Berufsgenossenschaften'' (professional trade associations) are responsible. For employees in nuclear industry two trade associations are competent: - the Trade Association for Precision Engineering and Electrical Engineering for the 6,000 employees in nuclear power plants, - the Trade Association of the Chemical Industry for the 4,000 employees in fuel element fabrication and the reprocessing companies. In case of an accident workers from service companies e.g. construction and installation companies could be affected as well. Therefore these trade associations have founded a couple of years ago an ''Institute for Radiation Protection''. A special task of this institute is First Aid to overexposed people in case of radiation accidents. In addition, it organizes the 24-hours-service of the seven Regional Radiation Protection Centers of Federal Republic of Germany. The institute provides special training of radiation protection physicians and occupationally radiation exposed persons. (author) [pt

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

Science.gov (United States)

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 (subjects, setting, type of intervention, format), (b) evaluation design (research design, variables measured, operational methods), and (c) program outcomes. Results indicate numerous methodological and conceptual weaknesses and issues. These weaknesses included lack of controlled research designs and short time lags between pre- and post-test measures. Other problems identified are missing information regarding subjects, type of intervention, how variables are measured (operational methods), and reliability and validity of evaluation instruments. Due to the aforementioned weaknesses, positive outcomes could not be supported. Recommendations are made for future EAP evaluations.

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.

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.

Characterizing customers at medical center farmers' markets.

Science.gov (United States)

Kraschnewski, Jennifer L; George, Daniel R; Rovniak, Liza S; Monroe, Diana L; Fiordalis, Elizabeth; Bates, Erica

2014-08-01

Approximately 100 farmers' markets operate on medical center campuses. Although these venues can uniquely serve community health needs, little is known about customer characteristics and outreach efforts. Intercept survey of markets and market customers between August 2010 and October 2011 at three medical centers in different geographic regions of the US (Duke University Medical Center, Cleveland Clinic, and Penn State Hershey Medical Center) were conducted. Markets reported serving 180-2,000 customers per week and conducting preventive medicine education sessions and community health programs. Customers (n = 585) across markets were similar in sociodemographic characteristics--most were middle-aged, white, and female, who were employees of their respective medical center. Health behaviors of customers were similar to national data. The surveyed medical center farmers' markets currently serve mostly employees; however, markets have significant potential for community outreach efforts in preventive medicine. If farmers' markets can broaden their reach to more diverse populations, they may play an important role in contributing to community health.

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...

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.

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…

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

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…

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.

Positive Impacts of Social Media at Work: Job Satisfaction, Job Calling, and Facebook Use among Co-Workers

Directory of Open Access Journals (Sweden)

Hanna Brittany

2017-01-01

Full Text Available The number of Facebook users grew rapidly since its conception. Within today’s workplace, employees are increasingly connecting with each other on Facebook for interpersonal reasons. Due to sensational reports by media outlets of inappropriate social media use, many organizations are taking extreme measures about how their employees who utilize Facebook to connect with colleagues. Contrary to the negative assumptions, McAfee [1] states that social media within the workplace can promote positive dynamics. The present study uses McAfee’s argument to examine if a positive connection exists between colleagues who use Facebook to connect with each other. An online survey with questions involving Facebook use with co-workers, job satisfaction, and perceived job calling was completed by employees (N=70 at two high-tech companies in Northern California, USA. Results revealed that job satisfaction is positively correlated with intensity of Facebook use among co-workers. Furthermore, feeling called to one’s line of work was statistically significantly higher for the group of employees who spent the most amount of time interacting on Facebook with their co-workers than the group that spent the least amount of time. These results suggest that companies could begin to explore the positive benefits of social media use within the workplace.

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...

AltaLink uses interactive voice response to improve call centre efficiency

Energy Technology Data Exchange (ETDEWEB)

Tellerman, N.; Sutherland, T.

2010-11-15

This article discussed an automated check-in/check-out system implemented by a transmission provider to improve efficiency and worker safety. The system, known as SEEN (Substation Entry/Exit Notification), replaced an inefficient process in which individuals entering or leaving a substation checked in or out by telephoning a control centre. With the increase in maintenance work resulting from aging infrastructure and increased power consumption, the call centre became overburdened with entry/exit calls, which created inefficient wait times for workers. The SEEN system allows crews to check in and out of substations through an Interactive Voice Response (IVR) server that communicates to the Staff-on-Site system through a web service interface. Employees or contractors follow automated voice instructions to check in and out of stations. Dedicated 10-digit phone numbers allow for automatic employee recognition. Each caller is prompted to enter a site number, the reason the site is being accessed, and, for solitary workers, a contact number. The system verifies the worker is qualified to enter the site and allows the control centre to identify hazardous sites. The new system resulted in improved efficiency for both crews and control centre operators. In the first operating year, the system reduced the number of entrance/exit calls by 70 percent. The next phase of the project will link the system into the energy management system and will display icons on pertinent System Operator displays when workers are checked into a site. 3 figs.

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...

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)

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…

Characterizing customers at medical center farmers’ markets1

Science.gov (United States)

Kraschnewski, Jennifer L.; George, Daniel R.; Rovniak, Liza S.; Monroe, Diana L.; Fiordalis, Elizabeth; Bates, Erica

2014-01-01

Approximately 100 farmers’ markets operate on medical center campuses. Although these venues can uniquely serve community health needs, little is known about customer characteristics and outreach efforts. Intercept survey of markets and market customers between August 2010-October 2011 at three medical centers in different geographic regions of the US: Duke University Medical Center, Cleveland Clinic, and Penn State Hershey Medical Center were conducted. Markets reported serving 180–2000 customers per week and conducting preventive medicine education sessions and community health programs. Customers (n=585) across markets were similar in sociodemographic characteristics – most were middle-aged, white, and female, who were employees of their respective medical center. Health behaviors of customers were similar to national data. The surveyed medical center farmers’ markets currently serve mostly employees; however, markets have significant potential for community outreach efforts in preventive medicine. If farmers’ markets can broaden their reach to more diverse populations, they may play an important role in contributing to community health. PMID:24421001

A Causal Relationship of Occupational Stress among University Employees

Science.gov (United States)

KAEWANUCHIT, Chonticha; MUNTANER, Carles; ISHA, Nizam

2015-01-01

Background: 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. Methods: 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. Results: Job & environmental condition, as social and environmental factor, and periods of duty as individual factor had direct effect to stress (Pstress (P stress among academic university employees at moderate level. PMID:26576371

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.

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.

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

BAD FAITH OF EMPLOYEES IN ACTUAL LABOUR LAW - THEORETICAL AND PRACTICAL IMPLICATIONS

Directory of Open Access Journals (Sweden)

Ştefania-Alina Dumitrache

2012-11-01

Full Text Available In designing the study we started with the analysis of good faith in employment law, from Article 54 of the Romanian Constitution and reaching to Article 8 of the Labour Code. Regarding the bad faith of the employee, it exceeds the scope of abuse of law and must be addressed in relation to the three main stages of any individual labour contract. Thus, when negotiations for a labour contract, bad faith of an employee can occur by breaching of private information disclosed by the employer and by violating the correlative obligation to employer's right to correct information. In disciplinary matters, the form of guilt of the employee who commits a disciplinary offense and his failure to appear at prior disciplinary investigation to which he was called are important for the analyzed issues. Not even termination of an individual labour contract is protected from the event of adopting a malicious behaviour by the employees. The study concludes with launching the opinion that a way to prevent and control this type of behaviour could be the employee's personnel file.

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

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.

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.

Are Leaders born or made? Leadership Training Effects on Employee Perceptions of Leadership

DEFF Research Database (Denmark)

Andersen, Lotte Bøgh; Bøllingtoft, Anne; Jacobsen, Christian Bøtcher

Scholars have discussed for many years whether leaders are born or made. A key question is whether leadership training can push leaders to a more active leadership behavior - also in the eyes of their employees. This article presents the results of a large-scale field experiment where public...... and private leaders were randomly assigned to a control group or one of three leadership training modules aimed at affecting employee-perceived transformational and/or transactional leadership. The participating leaders are from different Danish organizations: Tax agencies, primary and secondary schools......, daycare centers, and banks. All participating leaders and employees were surveyed before and after the training programs, providing us with panel data from 4,782 employees from 474 organizations. We find that the three leadership training programs significantly affected the level of employee...

Professional Quality of Life of Veterans Affairs Staff and Providers in a Patient-Centered Care Environment.

Science.gov (United States)

Locatelli, Sara M; LaVela, Sherri L

2015-01-01

Changes to the work environment prompted by the movement toward patient-centered care have the potential to improve occupational stress among health care workers by improving team-based work activities, collaboration, and employee-driven quality improvement. This study was conducted to examine professional quality of life among providers at patient-centered care pilot facilities. Surveys were conducted with 76 Veterans Affairs employees/providers at facilities piloting patient-centered care interventions, to assess demographics, workplace practices and views (team-based environment, employee voice, quality of communication, and turnover intention), and professional quality of life (compassion satisfaction, burnout, and secondary traumatic stress).Professional quality-of-life subscales were not related to employee position type, age, or gender. Employee voice measures were related to lower burnout and higher compassion satisfaction. In addition, employees who were considering leaving their position showed higher burnout and lower compassion satisfaction scores. None of the work practices showed relationships with secondary traumatic stress.

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,…

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 " ...

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…

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…

20 CFR 638.808 - Center financial management and reporting.

Science.gov (United States)

2010-04-01

... 20 Employees' Benefits 3 2010-04-01 2010-04-01 false Center financial management and reporting... § 638.808 Center financial management and reporting. The Job Corps Director shall establish procedures to ensure that each center operator and each subcontractor maintain a financial management system...

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

Evaluation by employees of employee management on large US dairy farms.

Science.gov (United States)

Durst, Phillip T; Moore, Stanley J; Ritter, Caroline; Barkema, Herman W

2018-05-23

Employees, many of whom are not native English speakers, perform the majority of work on large US dairy farms. Although management of employees is a critical role of dairy owners and managers, factors that improve employee engagement and retention are not well known. Objectives were to (1) identify key dairy farm employee management issues based on employee perceptions, (2) evaluate strengths and weaknesses of farms based on employee responses, (3) investigate differences between Latino and English-speaking employees, and (4) investigate differences in perception between employers and employees. Employees from 12 US dairy farms (each with a minimum of 10 employees) were interviewed by phone following a questionnaire provided. Employees provided their responses to 21 Likert scale questions and 8 open-ended questions. There was a wide range in employee turnover among farms (100%). Latino employees had much shorter tenure and were more often employed in milking and livestock care than English-speaking employees. Employee perceptions differed among farms regarding whether they would recommend their farm as a place to work, teamwork within the dairy, whether rules were fairly applied, availability of tools and equipment, clear lines of supervision, and recognition for good work in the previous 15 d. Latino employees (n = 91) were more positive in many of these measures than their English-speaking counterparts (n = 77) but less often provided ideas to their employer on how to improve the business. Employers, surveyed on how they thought their employees would answer, underestimated employee responses on several questions, particularly the interest of employees in learning about dairy. When asked to cite 3 goals of the operation, there were differences among owners, managers, and employees. Although employees rated their commitment to the farm and their interest in learning as high, based on turnover, there was an obvious disparity between reality and ideal employee

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.

33 CFR 55.9 - Child development centers.

Science.gov (United States)

2010-07-01

.... (c) Training programs shall be conducted monthly to ensure that all child development center employees complete a minimum of 20 hours of training annually with respect to early childhood development... 33 Navigation and Navigable Waters 1 2010-07-01 2010-07-01 false Child development centers. 55.9...

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

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…

Workforce Optimization for Bank Operation Centers: A Machine Learning Approach

Directory of Open Access Journals (Sweden)

Sefik Ilkin Serengil

2017-12-01

Full Text Available Online Banking Systems evolved and improved in recent years with the use of mobile and online technologies, performing money transfer transactions on these channels can be done without delay and human interaction, however commercial customers still tend to transfer money on bank branches due to several concerns. Bank Operation Centers serve to reduce the operational workload of branches. Centralized management also offers personalized service by appointed expert employees in these centers. Inherently, workload volume of money transfer transactions changes dramatically in hours. Therefore, work-force should be planned instantly or early to save labor force and increase operational efficiency. This paper introduces a hybrid multi stage approach for workforce planning in bank operation centers by the application of supervised and unsu-pervised learning algorithms. Expected workload would be predicted as supervised learning whereas employees are clus-tered into different skill groups as unsupervised learning to match transactions and proper employees. Finally, workforce optimization is analyzed for proposed approach on production data.

Mutuality and reciprocity in the psychological contracts of employees and employers.

Science.gov (United States)

Dabos, Guillermo E; Rousseau, Denise M

2004-02-01

The authors assessed the joint perceptions of the employee and his or her employer to examine mutuality and reciprocity in the employment relationship. Paired psychological contract reports were obtained from 80 employee-employer dyads in 16 university-based research centers. On the basis of in-depth study of the research setting, research directors were identified as primary agents for the university (employer) in shaping the terms of employment of staff scientists (employees). By assessing the extent of consistency between employee and employer beliefs regarding their exchange agreement, the present study mapped the variation and consequences of mutuality and reciprocity in psychological contracts. Results indicate that both mutuality and reciprocity are positively related to archival indicators of research productivity and career advancement, in addition to self-reported measures of Met Expectations and intention to continue working with the employer. Implications for psychological contract theory are presented. ((c) 2004 APA, all rights reserved)

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)

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...

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.

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

Wellness Center use at Los Alamos National Laboratory: a descriptive study

Energy Technology Data Exchange (ETDEWEB)

Wiggs, L.D.; Wilkinson, G.S.; Weber, C.

1985-10-01

This study describes employee participation during the first six months of the Los Alamos National Laboratory's corporate Wellness Program. We describe temporal patterns of use, preferred activities, frequency of use, and characteristics of employees participating in Wellness activities. Characteristics of Wellness participants are compared with characteristics of the Laboratory population. During this period the Wellness Center, a multi-use facility that houses Wellness Program activities, had 17,352 visits. Employees visiting the Wellness Center were typical of the Laboratory population in their racial and ethnic characteristics, but different in their sex and age composition. Wellness participants were younger and more likely to be female than the Laboratory population. 6 refs., 19 tabs.

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.

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...

Utilizing the Myers-Briggs Personality Inventory in Employee Assistance Program Workplace Seminars.

Science.gov (United States)

Aviles, Christopher B.

Social work educators are being called upon more often to deliver employee workplace seminars for community agencies on a variety of topics ranging from burnout and stress management to improving workplace communication and managing workplace conflicts. One tool that addresses workplace communication is the Myers-Briggs Type Indicator (MBTI). It…

A Group Exercise to Explore Employee Ethics in Business-Related Psychology Courses.

Science.gov (United States)

Carkenord, David M.

1996-01-01

Recounts an in-class group exercise where students individually rate 10 employee behaviors of a questionable ethical nature (use company car, call in sick). The students then calculate mean group ratings for each behavior and determine appropriate consequences for some of the actions. Includes statistical data and student responses. (MJP)

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.

Mission possible? The performance of prosocially motivated employees depends on manager trustworthiness.

Science.gov (United States)

Grant, Adam M; Sumanth, John J

2009-07-01

The authors propose that in mission-driven organizations, prosocially motivated employees are more likely to perform effectively when trust cues enhance their perceptions of task significance. The authors develop and test a model linking prosocial motivation, trust cues, task significance, and performance across 3 studies of fundraisers using 3 different objective performance measures. In Study 1, perceiving managers as trustworthy strengthened the relationship between employees' prosocial motivation and performance, measured in terms of calls made. This moderated relationship was mediated by employees' perceptions of task significance. Study 2 replicated the interaction of manager trustworthiness and prosocial motivation in predicting a new measure of performance: dollars raised. It also revealed 3-way interactions between prosocial motivation, manager trustworthiness, and dispositional trust propensity, such that high trust propensity compensated for low manager trustworthiness to strengthen the association between employees' prosocial motivation and performance. Study 3 replicated all of the previous mediation and moderation findings in predicting initiative taken by professional fundraisers. Implications for work motivation, work design, and trust in organizations are discussed.

78 FR 79026 - Privacy Act of 1974; System of Records

Science.gov (United States)

2013-12-27

... or hard of hearing employees and applicants. Among other things, the settlement requires the Postal... Service from an employee or applicant who is deaf or hard of hearing. DATES: These revisions will become... call center and designed email address. Deaf and hard of hearing Postal Service employees will [[Page...

Supervisors matter more than you think: components of a mission-centered organizational climate.

Science.gov (United States)

Butcher, A H

1994-01-01

A study was conducted in a medical center among a diverse sample of employees to examine whether components of organizational climate related to workers' knowledge of the organization's mission and mission-centered values. Findings supported a mediated relationship between supervisor behaviors, mission knowledge, and customer service orientation (the organization's key mission value). Employee perceptions of coworker and organizational support and knowledge of their own performance expectations also related positively to customer service orientation. Results suggest that supervisors are in an ideal position to disseminate a mission-centered climate. Practical applications of these findings for management wishing to develop mission-centered climates in health care organizations are discussed.

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...

Role of Leadership and Employee Engagement towards Individual Performance of Pharmacy Employees

Directory of Open Access Journals (Sweden)

Susi A. Rahayu

2012-09-01

Full Text Available Employees dissatisfaction to the head of the hospital pharmacy will decrease employees performance and unsatisfied customers. To solve the problems, employees should be based on performance as customer expectations in providing services. One of the ways to improve the performance of the employees, they must feel engage to the work. One of the factors to improve employee engagement is the leadership factor. Therefore, it is necessary to study the impact of leadership on individual performance employee in hospital pharmacy and also the influence of employee engagement as a mediator. A total of 79 employees from the pharmacy in two private hospitals in Bandung became the participants. This study used the technique of partial least squares to test the hypothesized relationships. The results showed that there were significant between leadership to employee engagement (t value (12,84 > t-table (1.64, the significance of employee engagement on individual performance (t value (3.83 > t-table (1.64. In contrast, there was no influence and significance in leadership on individual performance (t value (0.45 < t-table (1.64. Employee engagement fully mediated the relationship between leadership and individual performance. Therefore, improving pharmacy services is a set of actions and involvement of pharmacy employees who are consistent, sustainable and clear.

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.

Supervisor-employee power distance incompatibility, gender similarity, and relationship conflict: A test of interpersonal interaction theory.

Science.gov (United States)

Graham, Katrina A; Dust, Scott B; Ziegert, Jonathan C

2018-03-01

According to interpersonal interaction theory, relational harmony surfaces when two individuals have compatible interaction styles. Building from this theory, we propose that supervisor-employee power distance orientation incompatibility will be related to employees' experience of higher levels of relationship conflict with their supervisors. Additionally, we propose an asymmetrical incongruence effect such that relationship conflict will be highest when supervisors are high in power distance and employees are low in power distance. Furthermore, we address calls in interpersonal interaction research for more direct attention to the social context of the dyadic interaction and explore the moderating effects of supervisor-employee gender (dis)similarity on the relationship between this incompatibility and conflict. We propose that supervisor-employee gender dissimilarity (e.g., male-female or female-male pairs) acts as a conditional moderator, neutralizing the power distance incongruence effect and the asymmetrical incongruence effect. Using 259 supervisor-employee dyads in the physical therapy industry, the hypotheses were generally supported. Theoretical and practical implications regarding the unique benefits of power distance compatibility and gender diversity in supervisor-employee dyads are discussed. (PsycINFO Database Record (c) 2018 APA, all rights reserved).

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...

The relationship between servant leadership and employee empowerment, commitment, trust and innovative behaviour: A project management perspective

Directory of Open Access Journals (Sweden)

Camilla L. Krog

2015-10-01

Full Text Available Orientation: Understanding the relationship between a project sponsor’s servant leadership traits and employee commitment, trust and innovative behaviour. Research purpose: This study aimed to understand the relationship, if any, between a project sponsor’s servant leadership traits of altruistic calling, emotional healing, wisdom, persuasive mapping and organisational stewardship and a project team’s empowerment, commitment, trust and innovative behaviour. Motivation of the study: Most project leadership studies focus on understanding the role and power position of the project manager, with very little research being dedicated to understanding the effect the leadership style has on the project team and project success. Research approach: A survey was conducted amongst a non-probability sample of 48 project team members from amongst a population of 257, comprising project managers, business analysts and IT staff of a medium sized fleet management organisation that is in the process of implementing an entirely new enterprise resource planning system. Main findings: Through inferential statistical analysis, using structural equation modelling and path analysis, it was determined that persuasive mapping has the strongest impact on employee innovative behaviour, followed by employee commitment and trust via the mediator of employee perceived empowerment. Wisdom and organisational stewardship had a negative impact on employee perceived empowerment. Practical/managerial implications: Project sponsors need to exhibit persuasive mapping, altruistic calling and emotional healing traits due to the significant influence that these have on employee innovative behaviour, commitment and trust, albeit through their perceived empowerment. Contribution/value-add: This study contributes to knowledge of leadership, more especially servant leadership and its significance in project management, which knowledge may contribute to project success

Job autonomy, its predispositions and its relation to work outcomes in community health centers in Taiwan.

Science.gov (United States)

Lin, Blossom Yen-Ju; Lin, Yung-Kai; Lin, Cheng-Chieh; Lin, Tien-Tse

2013-06-01

It has been debated that employees in a government or public ownership agency may perceive less need for growth opportunities or high-powered incentives than is the case for employees in private organizations. This study examined employees' job autonomy in government-run community health centers, its predispositions and its relation to their work outcomes. A cross-sectional study was conducted in Taiwan. From 230 responding community health centers, 1380 staff members responded to the self-completed, structured questionnaire. Structural equation modeling revealed that employees' job autonomy has positive work outcomes: greater work satisfaction, and less intent to transfer and intentions to leave. In addition, job autonomy was related to employees' higher education levels, medical profession, permanent employment and serving smaller populations. Moreover, employees' age, educational levels, medical profession and employment status were found to be related to their work satisfaction, intent to transfer and intent to leave.

Fostering Employee Engagement Through Gamification: AirBaltic Forecaster Tool

Directory of Open Access Journals (Sweden)

Daiga Ergle

2015-09-01

Full Text Available Next to the employee productivity or indicators for staff turnover and absenteeism in organizations, Employee Engagement stands out as one of the most significant measurements for Human Resource Management efficiency. With younger generation representatives joining the workforce companies are bound to investigate and pursue some of the new tools and techniques that respond more effectively to engagement triggers of generations Y and Z. At AirBaltic Corporation in Riga, Latvia, management has been trying to foster engagement of the workforce through introduction of a business game, called Forecaster. According to management belief, in addition to improved internal communication, Forecaster has potential to save up to 1 million eur annually due to the resulting better quality management decisions. Within the article author looks at the theory and research related to application and effects of gamification within corporate settings, as well as reviews workplace environment at AirBaltic Corporation. Further in the article, Forecaster game is described in more detail and its impact on employee engagement and organizational performance is analysed. Finally, recommendations are drawn for organizations to consider when gamifying people management processes in their organizations.

Customer-Centered Structuring in University Libraries and Personnel Satisfaction

Directory of Open Access Journals (Sweden)

Erol Yılmaz

2013-11-01

Full Text Available Total Quality Management (TQM aims at creating a client-centered organizati- on and providing customer satisfaction. This study reviews TQM and its applica- tions in university libraries and examines employees' satisfaction with their work respectively. It was hypothesized that library personnel is not satisfıed because university libraries lack customer-centered (users and personnel structuring. Survey method was used to gather data. The questionnaire was administered to the 66 employees of Hacettepe University (HU libraries. High-level administra- tors of HU libraries were also interviewed. Data w ere analyzed using “t test” and “one-way analysis ofvariance (ANOVA”.

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.

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.

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.)

WomenÕs Advancement in the Accounting Profession: Consideration of Person-Centered and Organization-Centered Explanations

OpenAIRE

Janet S. Omundson; Richard G. Schroeder; Mary B. Stevens

1997-01-01

Today, communication skills are among the most popular content areas in employee training. This survey of training managers examined the status of communication training in businesDespite the entry of large numbers of women into the accounting profession over the last decade, few women have reached top management levels. Two alternative paradigms that attempt to explain this phenomenon are the person-centered explanation and the organization-centered explanation. This study explores the Type ...

Reducing suboptimal employee decisions can build the business case for employee benefits.

Science.gov (United States)

Goldsmith, Christopher; Cyboran, Steven F

2013-01-01

Suboptimal employee decisions are prevalent in employee benefit plans. Poor decisions have significant consequences for employees and employers. Improving participant decisions produces beneficial outcomes such as lower labor costs, higher productivity and better workforce management. The business case for employee benefits can be strengthened by applying lessons learned from the field of behavioral economics to employee benefit plan design and to workforce communication. This article explains the types of behavioral biases that influence suboptimal decisions and explores how enlightened employee benefit plan choice architecture and vivid behavioral messaging contribute to human and better organizational outcomes.

The Role and Reprocessing of Attitudes in Fostering Employee Work Happiness: An Intervention Study.

Science.gov (United States)

Williams, Paige; Kern, Margaret L; Waters, Lea

2017-01-01

This intervention study examines the iterative reprocessing of explicit and implicit attitudes as the process underlying associations between positive employee attitudes (PsyCap), perception of positive organization culture (organizational virtuousness, OV), and work happiness. Using a quasi-experimental design, a group of school staff ( N = 69) completed surveys at three time points. After the first assessment, the treatment group ( n = 51) completed a positive psychology training intervention. Results suggest that employee PsyCap, OV, and work happiness are associated with one another through both implicit and explicit attitudes. Further, the Iterative-Reprocessing Model of attitudes (IRM) provides some insights into the processes underlying these associations. By examining the role and processes through which explicit and implicit attitudes relate to wellbeing at work, the study integrates theories on attitudes, positive organizational scholarship, positive organizational behavior and positive education. It is one of the first studies to apply the theory of the IRM to explain associations amongst PsyCap, OV and work happiness, and to test the IRM theory in a field-based setting. In applying attitude theory to wellbeing research, this study provides insights to mechanisms underlying workplace wellbeing that have not been previously examined and in doing so responds to calls for researchers to learn more about the mechanisms underlying wellbeing interventions. Further, it highlights the need to understand subconscious processes in future wellbeing research and to include implicit measures in positive psychology interventions measurement programs. Practically, this research calls attention to the importance of developing both the positive attitudes of employees and the organizational culture in developing employee work happiness.

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.

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...

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.

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.

The Impact of Job Satisfaction and Employee Education on Employee Efficiency

Directory of Open Access Journals (Sweden)

M. M. C. De Silva

2014-10-01

Full Text Available Against a backdrop of continuing discussion on the challenges faced by the apparel industry in Sri Lanka, the human involvement is yet to be considered as a significant organizational element. Therefore this study empirically examined the impact of job satisfaction and employee education on employee efficiency in the apparel industry with reference to the Gampaha district. The study was aimed to examine the problem “Is there an impact of job satisfaction and employee education on employee efficiency?”This study was conducted from a randomly selected sample of 90 respondents from an Apparel organization by administrating a structured questionnaire, which consisted of 37 questions that featured a 6 point scale. The sample of the study only consisted of machine operators. For the purpose of analyzing both descriptive and dummy variables regression was used. Descriptive analysis was used to clarify the basic features of the sample. In order to examine the relationship employee efficiency has with job satisfaction and employee education, an ANOVA model was constructed. The constructed ANOVA model for the study is as follows. EF = â0+ â1D1 + â2D2 +â3D3 + U The findings of the research revealed that there was no positive relationship between employee efficiency, job satisfaction and education and it was statistically confirmed by rejecting the two hypotheses. According to the study, the researcher observed that employee efficiency neither relates to employee job satisfaction nor the level of education of employees since they work to achieve their day to day targets.

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

Directory of Open Access Journals (Sweden)

Carla M. Ziebertz

2015-01-01

Full Text Available Objectives. 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. Methods. 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. Results. 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. Conclusions. 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.

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…

Innovation in user-centered skills and performance improvement for sustainable complex service systems.

Science.gov (United States)

Karwowski, Waldemar; Ahram, Tareq Z

2012-01-01

In order to leverage individual and organizational learning and to remain competitive in current turbulent markets it is important for employees, managers, planners and leaders to perform at high levels over time. Employee competence and skills are extremely important matters in view of the general shortage of talent and the mobility of employees with talent. Two factors emerged to have the greatest impact on the competitiveness of complex service systems: improving managerial and employee's knowledge attainment for skills, and improving the training and development of the workforce. This paper introduces the knowledge-based user-centered service design approach for sustainable skill and performance improvement in education, design and modeling of the next generation of complex service systems. The rest of the paper cover topics in human factors and sustainable business process modeling for the service industry, and illustrates the user-centered service system development cycle with the integration of systems engineering concepts in service systems. A roadmap for designing service systems of the future is discussed. The framework introduced in this paper is based on key user-centered design principles and systems engineering applications to support service competitiveness.

Disability management: corporate medical department management of employee health and productivity.

Science.gov (United States)

Burton, W N; Conti, D J

2000-10-01

This study describes a proactive in-house program for managing short-term disability (STD) in the workforce of a very large banking system. The goals of this program were to (1) minimize the personal and economic impacts of STD by early intervention, (2) validate the extent and duration of STD, and (3) coordinate medical services and provide guidance to managers that would facilitate an early return to work. This program was made possible by the installation of a comprehensive database, called Occupational Medicine and Nursing Information System. This database mainly includes employees' claims for inpatient and outpatient health services, disability and workers' compensation benefits, wellness program participation, medical examinations and laboratory tests, use of prescription drugs, and results of Health Risk Appraisals. As a result of these efforts, STD event duration declined after this STD management program was implemented in locations heretofore outside the system, and by providing full pay for part-time work after STD, within the system as well. Of note, the average number of STD days per employee showed substantial variation by health plan, including the fact that it was higher (3.9 STD days/employee) for health maintenance organization participants than for indemnity plan members (2.7 STD days/employee).

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...

The Worker Center Movement and Traditional Labor Laws:

OpenAIRE

Naduris-Weissman, Eli

2007-01-01

A new crop of worker advocacy organizations has grown up in the last decade, and has coalesced into an organizational form known as the “worker center.” Just as worker centers have tended to shy away from utilizing NLRB processes to protect worker rights, the status of worker centers under the NLRA has remained cloudy and subject to debate. Specifically, the NLRB and the courts have not addressed whether organizations like worker centers, which seek to improve the lot of employees in margin...

Stereotypes of older employees compared to younger employees in Slovenian companies

Directory of Open Access Journals (Sweden)

Maja Rožman

2016-01-01

Full Text Available Human resource management has an important impact on age diversity in companies. Age diversity in the workplace is growing and older employees are staying longer in the workforce, therefore it is important that employers can create a positive environment for age diverse employees. This paper introduces the difference in stereotypes in the workplace between older and younger employees in Slovenian companies. The main goal of this paper is to present the importance of age diversity and their age difference in stereotypes in the workplace. The paper is based on a research including a survey between two age groups of employees. We classified younger employees in the group of under 50 years of age and older employees in the group of above 50 years of age. For data analysis we used the non-parametric Mann-Whitney U test to verify the differences in stereotypes in the workplace between two groups. Results show that there are significant differences in all of the variables describing stereotypes in the workplace between younger and older employees in Slovenian companies.

Employee assistance programmes as mechanism for enhancing performance at Emfuleni Local Municipality / Stilalla Paulus Mosia

OpenAIRE

Mosia, Stilalla Paulus

2007-01-01

The role of local government is to ensure that all citizens have access to the basic services. Thus, the Emfuleni Local Municipality has the Constitutional obligation to provide an effective and efficient people-centered administration that will ensure quality and sustainable service delivery. The Emfuleni Local Municipality (ELM) tends to have a culture of non-performance or low service delivery which is prevalent amongst employees or personnel. Employee Assistance Programme (EAP) is the ...

What Kind of Stress Is Associated with Depression, Anxiety and Suicidal Ideation in Korean Employees?

OpenAIRE

Shin, Young-Chul; Lee, Daeun; Seol, Jinmi; Lim, Se-Won

2017-01-01

Various types of stress affect mental health in the form of mood disorders, anxiety disorders, and suicidal ideation. Recently, the increasing suicide rate in the working-age population has become a major mental health concern in Korea. Thus, we investigated what kind of stress influence depression, anxiety, and suicidal ideation in Korean employees. The study participants were 189,965 employees who attended health screenings and responded to the Center for Epidemiologic Study-Depression Scal...

20 CFR 670.200 - Who decides where Job Corps centers will be located?

Science.gov (United States)

2010-04-01

... for making decisions concerning the establishment, relocation, expansion, or closing of contract... 20 Employees' Benefits 3 2010-04-01 2010-04-01 false Who decides where Job Corps centers will be located? 670.200 Section 670.200 Employees' Benefits EMPLOYMENT AND TRAINING ADMINISTRATION, DEPARTMENT OF...

Improvements by employee motivation in the manufacture of nuclear fuel assemblies for LWRs

International Nuclear Information System (INIS)

Osseforth, E.; Engel, H.

2000-01-01

Nuclear fuel assemblies are manufactured on a very high technical level and automation. However there is still a need for more improvement. One of the most important ways is employees motivation, because improvements lives of the ideas, impulses, initiatives and commitments of its employees. It can be realized by the employee himself or a group. Three ways of improvement by employees are mainly implemented at ANF: (i) ANF's 3i - program, based on the standard implementation within Siemens, is the first and an important strategy to improve processes, products and costs. It is to involve all employees and make use of the full potential for improvement The individual employee or a group make a suggestion and receive a commendation depending on the benefits. (ii) Work groups with a high level of responsibility are the second part. The groups mainly organize their work, working time and improvements by themselves. They help each other in job training, are very flexible and able to do also most of the maintenance work. (iii) CIP - groups (Continuous Improvement Process), based on the philosophy of KAMEN is the third strategy. These groups come together to improve all processes in the manufacturing area, also the administration or logistical processes at ANF. CIP - groups are implemented as so called long-term groups, the members are from different levels and departments. By comparing the different ways in order to achieve manufacturing improvements, employees motivation is one of the most important and cheapest part and will increase in significance in future. (author)

The effects of job satisfaction, employee commitment, workplace friendship and team culture on service recovery performance

Directory of Open Access Journals (Sweden)

Abednego Feehi Okoe

2016-11-01

Full Text Available 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 total of 372 responses were used in the final analysis. The scale items were adapted from the existing literature. Confirmatory factor analysis was used to assess the fit of the model. Multiple linear regression was used to test the hypotheses. The findings indicate that Job Satisfaction, Employee Commitment, Workplace Friendship and Team Culture significantly exerts positive influence on Service Recovery Performance of frontline employees. The findings from the study imply that there are several antecedents to Service Recovery Performance. Team Culture, Workplace Commitment, and Employee Commitment can influence Job Satisfaction which in turn will affect Service Recovery Performance resulting in customer satisfaction and retention.

Long-Term Results of a Web-Based Guided Self-Help Intervention for Employees With Depressive Symptoms: Randomized Controlled Trial

OpenAIRE

Geraedts, Anna S; Kleiboer, Annet M; Twisk, Jos; Wiezer, Noortje M; van Mechelen, Willem; Cuijpers, Pim

2014-01-01

Background Depressive disorders are highly prevalent in the working population and are associated with excessive costs. The evidence for effective worker-directed interventions for employees with depressive symptoms is limited. Treating employees with depressive symptoms via the Internet before they report sick from work could be beneficial and cost saving. Objective In this study, we tested the effectiveness over the period of 1 year of a Web-based guided self-help intervention, called Happy...

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...

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...

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...

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....

20 CFR 670.505 - What types of training must Job Corps centers provide?

Science.gov (United States)

2010-04-01

... 20 Employees' Benefits 3 2010-04-01 2010-04-01 false What types of training must Job Corps centers... Operations § 670.505 What types of training must Job Corps centers provide? (a) Job Corps centers must... necessary for those jobs, and as appropriate, recommend changes in the center's vocational training program...

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.

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...

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...

Interacting with the public as a risk factor for employee psychological distress.

Science.gov (United States)

Hilton, Michael F; Whiteford, Harvey A

2010-07-25

The 1-month prevalence of any mental disorder in employees ranges from 10.5% to 18.5%. Mental disorders are responsible for substantial losses in employee productivity in both absenteeism and presenteeism. Potential work related factors contributing to mental difficulties are of increasing interest to employers. Some data suggests that being sales staff, call centre operator, nurse or teacher increases psychological distress. One aspect of these occupations is that there is an interaction with the public. The aim of this study is to evaluate whether employees who interact with the public are at greater risk of psychological distress. Data was collected from two studies. In study one 11,259 employees (60% female; mean age 40-years +/- SD 10-years) from six employers responded to the Health and Work Performance Questionnaire (HPQ) which contained a measure of psychological distress, the Kessler 6 (K6). Employees were coded as to whether or not they interacted with the public. Binomial logistic regression was performed on this data to determine the odds ratio (OR) for moderate or high psychological distress in employees that interacted with the public. Study two administered the HPQ and K6 to sales employees of a large Australian bank (N = 2,129; 67% female; mean age 39-years SD 10-years). This questionnaire also probed how many contacts individuals had with the public in the past week. Analysis of variance was used to determine if the number of contacts was related to psychological distress. In study one the prevalence of psychological distress in those that interacted and did not interact with the public were 19% and 15% respectively (P or = 25 contacts per week (P = 0.016). The results of the current study are indicative that interaction with the public increases levels of psychological distress. Employees dealing with the public may be an employee subgroup that could be targeted by employers with mental health interventions.

Interacting with the public as a risk factor for employee psychological distress

Directory of Open Access Journals (Sweden)

Hilton Michael F

2010-07-01

Full Text Available Abstract Background The 1-month prevalence of any mental disorder in employees ranges from 10.5% to 18.5%. Mental disorders are responsible for substantial losses in employee productivity in both absenteeism and presenteeism. Potential work related factors contributing to mental difficulties are of increasing interest to employers. Some data suggests that being sales staff, call centre operator, nurse or teacher increases psychological distress. One aspect of these occupations is that there is an interaction with the public. The aim of this study is to evaluate whether employees who interact with the public are at greater risk of psychological distress. Methods Data was collected from two studies. In study one 11,259 employees (60% female; mean age 40-years ± SD 10-years from six employers responded to the Health and Work Performance Questionnaire (HPQ which contained a measure of psychological distress, the Kessler 6 (K6. Employees were coded as to whether or not they interacted with the public. Binomial logistic regression was performed on this data to determine the odds ratio (OR for moderate or high psychological distress in employees that interacted with the public. Study two administered the HPQ and K6 to sales employees of a large Australian bank (N = 2,129; 67% female; mean age 39-years SD 10-years. This questionnaire also probed how many contacts individuals had with the public in the past week. Analysis of variance was used to determine if the number of contacts was related to psychological distress. Results In study one the prevalence of psychological distress in those that interacted and did not interact with the public were 19% and 15% respectively (P Conclusions The results of the current study are indicative that interaction with the public increases levels of psychological distress. Employees dealing with the public may be an employee subgroup that could be targeted by employers with mental health interventions.

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…

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 ...

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...

Employees' views on home-based, after-hours telephone triage by Dutch GP cooperatives.

Science.gov (United States)

Backhaus, Ramona; van Exel, Job; de Bont, Antoinette

2013-11-04

Dutch out-of-hours (OOH) centers find it difficult to attract sufficient triage staff. They regard home-based triage as an option that might attract employees. Specially trained nurses are supposed to conduct triage by telephone from home for after-hours medical care. The central aim of this research is to investigate the views of employees of OOH centers in The Netherlands on home-based telephone triage in after-hours care. The study is a Q methodology study. Triage nurses, general practitioners (GPs) and managers of OOH centers ranked 36 opinion statements on home-based triage. We interviewed 10 participants to help develop and validate the statements for the Q sort, and 77 participants did the Q sort. We identified four views on home-based telephone triage. Two generally favor home-based triage, one highlights some concerns and conditions, and one opposes it out of concern for quality. The four views perceive different sources of credibility for nurse triagists working from home. Home-based telephone triage is a controversial issue among triage nurses, GPs and managers of OOH centers. By identifying consensus and dissension among GPs, triagists, managers and regulators, this study generates four perspectives on home-based triage. In addition, it reveals the conditions considered important for home-based triage.

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...

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...

77 FR 60437 - Final Effect of Designation of a Class of Employees for Addition to the Special Exposure Cohort

Science.gov (United States)

2012-10-03

... class of employees from the Clarksville Modification Center Site, Ft. Campbell, in Clarksville... who worked at the Clarksville Modification Center, Ft. Campbell, in Clarksville, Tennessee, from..., became members of the SEC. FOR FURTHER INFORMATION CONTACT: Stuart L. Hinnefeld, Director, Division of...

Reconciling Dichotomous Demands: Telemarketing Agents in Bangalore and Mumbai, India

Science.gov (United States)

Noronha, Ernesto; D'Cruz, Premilla

2007-01-01

Though outsourcing has created enormous employment potential in India's information technology enabled services/business process outsourcing (ITES/BPO) sector, the implications for employees remain to be understood. The present paper describes employee experiences in telemarketing outbound call centers in Bangalore and Mumbai, India. Following van…

Supporting the Health of Low Socioeconomic Status Employees: Qualitative Perspectives from Employees and Large Companies.

Science.gov (United States)

Parrish, Amanda T; Hammerback, Kristen; Hannon, Peggy A; Mason, Caitlin; Wilkie, Michelle N; Harris, Jeffrey R

2018-03-13

The aim of this study was to identify alignments between wellness offerings low socioeconomic status (SES) employees need and those large companies can provide. Focus groups (employees); telephone interviews (large companies). Employees were low-SES, insured through their employers, and employed by large Washington State companies. Focus groups covered perceived barriers to healthy behaviors at work and potential support from companies. Interviews focused on priorities for employee health and challenges reaching low-SES employees. Seventy-seven employees participated in eight focus groups; 12 companies completed interviews. Employees identified facilitators and barriers to healthier work environments; companies expressed care for employees, concerns about employee obesity, and reluctance to discuss SES. Our findings combine low-SES employee and large company perspectives and indicate three ways workplaces could most effectively support low-SES employee health: create healthier workplace food environments; prioritize onsite physical activity facilities; use clearer health communications.

Employees' views on outsourcing and its impact on employee turnover: A phenomenological study

Science.gov (United States)

Przybelinski, Steven A.

Increasing use of outsourcing gives employees concern about personal job security. Using a modified van Kaam approach, this qualitative phenomenological study examined perceptions and experiences of 12 employees' on the influence outsourcing had on employee turnover. Five themes describing employee perceptions emerged: (a) preparation---education gives job security, (b) plausibility---all believed job loss plausible, (c) emotional influence---feelings of stress, threat, betrayal, and not being valued, (d) environment---value of communication and interaction with leaders, and (e) confidence---gained from increased education, skills, and knowledge protected from outsourcing. Significance of this study to leadership is the identification of employee perceptions of outsourcing and motivating factors influencing employee turnover during times of outsourcing. Findings might present new information and assist leaders with employee retention concerns for future outsourcing activities.

20 CFR 670.210 - How are center facility improvements and new construction handled?

Science.gov (United States)

2010-04-01

... 20 Employees' Benefits 3 2010-04-01 2010-04-01 false How are center facility improvements and new construction handled? 670.210 Section 670.210 Employees' Benefits EMPLOYMENT AND TRAINING ADMINISTRATION, DEPARTMENT OF LABOR THE JOB CORPS UNDER TITLE I OF THE WORKFORCE INVESTMENT ACT Site Selection and Protection...

Role of employee benefits in the motivation of employees at H1.cz

OpenAIRE

Hrubá, Markéta

2012-01-01

This bachelor thesis is focusing on an employee benefits system and its functionality. Theoretical part of the thesis specifies the human resources field as a whole, and its particular aspects, considering mainly the employee remuneration and employee benefits system. It also expands on the relationship between motivation, employee benefits and employee remuneration. The established knowledge are used in a practical part of the thesis, which has been carried out in H1 s.r.o. The company is fi...

When Enrollments Bulge but Budgets Don't, Consider "Satellite Learning Centers."

Science.gov (United States)

Reecer, Marcia

1988-01-01

Describes Dade County (Florida) schools' answer to crowded classrooms and burgeoning primary enrollments: satellite learning centers built and maintained by local companies as employee childcare benefits. Each center is attached to a nearby "host" school that disburses funds, keeps student records, and supplies support services. (MLH)

A knowledge continuity management program for the energy, infrastructure and knowledge systems center, Sandia National Laboratories.

Energy Technology Data Exchange (ETDEWEB)

Menicucci, David F.

2006-07-01

A growing recognition exists in companies worldwide that, when employees leave, they take with them valuable knowledge that is difficult and expensive to recreate. The concern is now particularly acute as the large ''baby boomer'' generation is reaching retirement age. A new field of science, Knowledge Continuity Management (KCM), is designed to capture and catalog the acquired knowledge and wisdom from experience of these employees before they leave. The KCM concept is in the final stages of being adopted by the Energy, Infrastructure, and Knowledge Systems Center and a program is being applied that should produce significant annual cost savings. This report discusses how the Center can use KCM to mitigate knowledge loss from employee departures, including a concise description of a proposed plan tailored to the Center's specific needs and resources.

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....

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.

An analysis of the relation between employee-organization value congruence and employee attitudes.

Science.gov (United States)

Amos, Elizabeth A; Weathington, Bart L

2008-11-01

Researchers have examined the fit or match between a person and an organization extensively in the empirical literature. Overall findings have supported the existence of a positive relation between the congruence of employee and organizational values with employee attitudes toward the organization. However, this relation is not fully understood, and more research is needed to understand the relation between the congruence of different value dimensions and multiple employee attitudes. Therefore, the authors aimed to analyze value congruence across 7 dimensions and its relation to (a) job satisfaction, (b) organizational commitment, (c) satisfaction with the organization as a whole, and (d) turnover intentions. The results suggest that the perceived congruence of employee-organizational values by employees is positively associated with satisfaction with the job and organization as a whole and employee commitment to the organization. The results also support a negative relation between value congruence and employee turnover intentions.

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

Marketing health care to employees: the structure of employee health care plan satisfaction.

Science.gov (United States)

Mascarenhas, O A

1993-01-01

Providing cost-contained comprehensive quality health care to maintain healthy and productive employees is a challenging problem for all employers. Using a representative panel of metropolitan employees, the author investigates the internal and external structure of employee satisfaction with company-sponsored health care plans. Employee satisfaction is differentiated into four meaningful groups of health care benefits, whereas its external structure is supported by the traditional satisfaction paradigms of expectation-disconfirmation, attribution, and equity. Despite negative disconfirmation, employees register sufficiently high health care satisfaction levels, which suggests some useful strategies that employers may consider implementing.

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...

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...

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...

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...

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...

Racial differences in sensitivity to behavioral integrity: attitudinal consequences, in-group effects, and "trickle down" among Black and non-Black employees.

Science.gov (United States)

Simons, Tony; Friedman, Ray; Liu, Leigh Anne; McLean Parks, Judi

2007-05-01

Recent research has suggested that employees are highly affected by perceptions of their managers' pattern of word-action consistency, which T. Simons (2002) called behavioral integrity (BI). The authors of the present study suggest that some employee racial groups may be more attentive to BI than others. They tested this notion using data from 1,944 employees working at 107 different hotels and found that Black employees rated their managers as demonstrating lower BI than did non-Black employees. Mediation analyses were consistent with the notion that these differences in perceived BI in turn account for cross-race differences in trust in management, interpersonal justice, commitment, satisfaction, and intent to stay. Results of hierarchical linear modeling were consistent with the idea that middle managers' perceptions of their senior managers' BI "trickle down" to affect line employee perceptions of the middle managers and that this trickle-down effect is stronger for Black employees. The authors interpret these results as indicative of heightened sensitivity to managers' BI on the part of Black employees. They also found a reverse in-group effect, in that Black employees were substantially more critical of Black managers than were non-Black employees. 2007 APA, all rights reserved

The Cross-Level Mediating Effect of Psychological Capital on the Organizational Innovation Climate-Employee Innovative Behavior Relationship

Science.gov (United States)

Hsu, Michael L. A.; Chen, Forrence Hsinhung

2017-01-01

Organizational innovation climates have been found to be effective predictors of employee creativity and organizational innovation. As such, climate assessments provide a basis for useful organizational interventions in enhancing creativity and innovation. Researchers now call for better articulation of the motivational mechanisms that link social…

Employee Ownership and Perceptions of Work: The Effect of an Employee Stock Ownership Plan.

Science.gov (United States)

Tucker, James; And Others

1989-01-01

A small company was studied before and after introduction of an employee stock ownership plan. Employees' commitment to the organization and job satisfaction were higher after plan implementation, while perceived worker influence levels did not change. Findings suggest that ownership changes employees' attitudes without changing employees'…

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

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

The mediating role of organizational commitment and political skills in occupational self-efficacy and citizenship behavior of employees

Directory of Open Access Journals (Sweden)

Marefat Khodabandeh

2015-03-01

Full Text Available Customer's perception of service quality presentation is becoming an increasingly important issue in preservation of exclusive strong-tie relationships between organization and customer. The quality of service is assessed according to the customer's expectation about the perceived service quality. Due to this, promoting the quality of presented services, with appearance of voluntary and willingly behaviors that are known as Organizational Citizenship Behavior (OCB, provides employees with behaviors in order to go above and beyond the call of duty. This study investigates the features of employees' OCB and the relationship of these features with variables, namely occupational self-efficacy, political skills, and organizational commitment. For this end, a questionnaire was distributed among the employees of Ardabil Gas Company. The data analysis revealed that it is important to improve employees' OCB, which would result in their remarkable ability in meeting people's demands and providing high quality services for customers. It can be argued that for improving the organizational commitment and political skills of employees, managers can take steps to create motivation among employees by rewarding and encouraging them to become highly involved in their work.

Relationships between Emotional Labor, Job Performance, and Turnover

Science.gov (United States)

Goodwin, Robyn E.; Groth, Markus; Frenkel, Stephen J.

2011-01-01

The present study investigates the relationship between the emotional labor strategies surface acting and deep acting and organizational outcomes, specifically, employees' overall job performance and turnover. Call center employees from two large financial service organizations completed an online survey about their use of surface and deep acting.…

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...

A Work Environment Climate Assessment of an Army Acquisition Center

National Research Council Canada - National Science Library

Doelling, Michael C; Kalapacs, Jenni J

2005-01-01

.... The goal of this Joint Applied Project was to identify organizational climate characteristics of the Army Acquisition Center to provide supervisors with data on the extent to which employees perceive...

Role of demographic and job-related variables in determining work-related quality of life of hospital employees

Directory of Open Access Journals (Sweden)

K Shukla

2017-01-01

Full Text Available Background: Considering a huge working population in health sector faced with stressful work life, limited autonomy in work and declining work contentment calls for an overemphasis on evaluating and monitoring their satisfaction associated with work-related quality of life (WRQoL. This study evaluates WRQoL of hospital employees and validates the bilingual (English and Marathi version of WRQoL scale. Methods: The study was conducted during March-April′2014 on employees of a corporate hospital of Pune, India after ethical approval and informed consent from employees. The bilingual WRQoL scale has been tested for reliability and validity, and WRQoL scores have been reported. Results: A total of 132 hospital employees (mean age 31 [±8] years, 55% males who participated in the study reported overall moderate WRQoL scores. The scale showed high internal consistency (Cronbach′s alpha = 0.82, P < 0.0001 and moderate to high validity. WRQoL did not significantly vary across marital status, family size, and gender. "Stress at work" score of WRQoL increased with age of employees. Higher work experience, employment at higher positions and those working in clinical and diagnostic departments reported a higher WRQoL. Conclusion: WRQoL scale is a reliable and valid instrument. Better WRQoL in employees placed in higher organizational positions indicates a need for focused measures to enhance WRQoL of employees in lower hierarchical levels, especially in control at work and home life interface domains. WRQoL needs regular monitoring for employees in lower positions and aging employees.

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.

Use of Opioid Medications for Employees in Critical Safety or Security Positions and Positions with Safety Sensitive Duties

Science.gov (United States)

2017-01-30

can cause harm) to the physical well-being of or jeopardize the security of the employee , co-workers, customers or the general public through a lapse...DEPARTMENT OF THE ARMY US ARMY PUBLIC HEALTH CENTER 5158 BLACKHAWK ROAD ABERDEEN PROVING GROUND MARYLAND 21010-5403 Directorate of Clinical... Employees in Critical Safety or Security Positions and Positions with Safety Sensitive Duties. 1. REFERENCES. A. Army Regulation 40-5, Preventive

Benefits for employees with children with ADHD: findings from the Collaborative Employee Benefit Study.

Science.gov (United States)

Perrin, James M; Fluet, Chris; Kuhlthau, Karen A; Anderson, Betsy; Wells, Nora; Epstein, Susan; Allen, Debby; Tobias, Carol

2005-02-01

Parents of most children with attention-deficit hyperactivity disorder (ADHD) are employed. Employers have interest in decreasing employee absenteeism and improving workplace productivity, partly through employee benefits. The authors interviewed employers to (1) determine how they view the needs of employees with children with ADHD and (2) identify benefits that might help employees with children with ADHD. The authors carried out a systematic interview study of mainly family-friendly, large employers in four U.S. urban markets (Boston, Cleveland, Miami, Seattle). Multidisciplinary interview teams used a protocol to gather basic company information, benefit philosophy, current insurance and other employee benefits, and knowledge of ADHD and its impacts on employees. Initially, the interview team and then the larger project team reviewed all protocols for common themes. The authors interviewed staff of 41 employers (human resource managers, work/life program directors, benefits directors). Only 15 of 41 interviewees knew about ADHD, its prevalence, or its effects on parents. They had little knowledge of how differences in managed behavioral health may affect families' access to diagnostic and treatment services for ADHD, although most had experience with primary care management of depression among employees. Employers offer a variety of other benefits, including work/life and employee assistance programs, occasionally providing employees help with caring for a child with a mental health condition, on-site parent training programs, or assistance with child care. Other potentially useful employee benefits include flexible work and leave policies and information and referral services that can link parents with community programs. Although employers have limited awareness of ADHD and its potential effect on employees' work, this study identified opportunities to improve both health insurance and other benefits for employees with children with ADHD.

Results of an Institutional LGBT Climate Survey at an Academic Medical Center.

Science.gov (United States)

Chester, Sean D; Ehrenfeld, Jesse M; Eckstrand, Kristen L

2014-12-01

The purpose of this study was to characterize the climate and culture experienced by lesbian, gay, bisexual, and transgender (LGBT) employees and students at one large academic medical center. An anonymous, online institutional climate survey was used to assess the attitudes and experiences of LGBT employees and students. There were 42 LGBT and 14 non-LGBT survey participants. Results revealed that a surprisingly large percentage of LGBT individuals experienced pressure to remain "closeted" and were harassed despite medical center policies of non-discrimination. Continuing training, inclusive policies and practices, and the development of mechanisms to address LGBT-specific harassment are necessary for improving institutional climate.

20 CFR 670.510 - Are Job Corps center operators responsible for providing all vocational training?

Science.gov (United States)

2010-04-01

... 20 Employees' Benefits 3 2010-04-01 2010-04-01 false Are Job Corps center operators responsible for providing all vocational training? 670.510 Section 670.510 Employees' Benefits EMPLOYMENT AND TRAINING ADMINISTRATION, DEPARTMENT OF LABOR THE JOB CORPS UNDER TITLE I OF THE WORKFORCE INVESTMENT ACT...

A randomized controlled trial of directive and nondirective smoking cessation coaching through an employee quitline

Directory of Open Access Journals (Sweden)

Walton Sumner

2016-07-01

Full Text Available Abstract Background Telephone quitlines can help employees quit smoking. Quitlines typically use directive coaching, but nondirective, flexible coaching is an alternative. Call-2-Quit used a worksite-sponsored quitline to compare directive and nondirective coaching modes, and evaluated employee race and income as potential moderators. Methods An unblinded randomized controlled trial compared directive and nondirective telephone coaching by trained laypersons. Participants were smoking employees and spouses recruited through workplace smoking cessation campaigns in a hospital system and affiliated medical school. Coaches were four non-medical women trained to use both coaching modes. Participants were randomized by family to coaching mode. Participants received up to 7 calls from coaches who used computer assisted telephone interview software to track topics and time. Outcomes were reported smoking abstinence for 7 days at last contact, 6 or 12 months after coaching began. Both worksites implemented new tobacco control policies during the study. Results Most participants responded to an insurance incentive introduced at the hospital. Call-2-Quit coached 518 participants: 22 % were African-American; 45 % had incomes below $30,000. Income, race, and intervention did not affect coaching completion rates. Cessation rates were comparable with directive and nondirective coaching (26 % versus 30 % quit, NS. A full factorial logistic regression model identified above median income (odds ratio = 1.8, p = 0.02, especially among African Americans (p = 0.04, and recent quit attempts (OR = 1.6, p = 0.03 as predictors of cessation. Nondirective coaching was associated with high cessation rates among subgroups of smokers reporting income above the median, recent quit attempts, or use of alternative therapies. Waiting up to 4 weeks to start coaching did not affect cessation. Of 41 highly addicted or depressed smokers who had never quit

A randomized controlled trial of directive and nondirective smoking cessation coaching through an employee quitline.

Science.gov (United States)

Sumner, Walton; Walker, Mark S; Highstein, Gabrielle R; Fischer, Irene; Yan, Yan; McQueen, Amy; Fisher, Edwin B

2016-07-11

Telephone quitlines can help employees quit smoking. Quitlines typically use directive coaching, but nondirective, flexible coaching is an alternative. Call-2-Quit used a worksite-sponsored quitline to compare directive and nondirective coaching modes, and evaluated employee race and income as potential moderators. An unblinded randomized controlled trial compared directive and nondirective telephone coaching by trained laypersons. Participants were smoking employees and spouses recruited through workplace smoking cessation campaigns in a hospital system and affiliated medical school. Coaches were four non-medical women trained to use both coaching modes. Participants were randomized by family to coaching mode. Participants received up to 7 calls from coaches who used computer assisted telephone interview software to track topics and time. Outcomes were reported smoking abstinence for 7 days at last contact, 6 or 12 months after coaching began. Both worksites implemented new tobacco control policies during the study. Most participants responded to an insurance incentive introduced at the hospital. Call-2-Quit coached 518 participants: 22 % were African-American; 45 % had incomes below $30,000. Income, race, and intervention did not affect coaching completion rates. Cessation rates were comparable with directive and nondirective coaching (26 % versus 30 % quit, NS). A full factorial logistic regression model identified above median income (odds ratio = 1.8, p = 0.02), especially among African Americans (p = 0.04), and recent quit attempts (OR = 1.6, p = 0.03) as predictors of cessation. Nondirective coaching was associated with high cessation rates among subgroups of smokers reporting income above the median, recent quit attempts, or use of alternative therapies. Waiting up to 4 weeks to start coaching did not affect cessation. Of 41 highly addicted or depressed smokers who had never quit more than 30 days, none quit. Nondirective

A Proposal to Increase Employee Performance Through Employee Engagement Survey in PT KBI

OpenAIRE

Harvid, Albertus; Gustomo, Aurik

2013-01-01

PT. Karunia Berca Indonesia (KBI) is one of the best steel galvanizing factory in Indonesia. KBI have some problems like lack of willingness to train, lack of employee development program, and lack of facilities. That 3 factors are performance indicator. Low on employee performance will decrease the revenue. With root cause analysis can be found the main problem in PT KBI is lack of performance. To increase employee performance, KBI must determine the engagement for the employee using employe...

Multiple Effects of Human Resource Development Interventions

Science.gov (United States)

Rowold, Jens

2008-01-01

Purpose: This study aims to explore the simultaneous impact of employees participation in non-technical training, technical training, and coaching on subsequent job performance, job involvement, and job satisfaction. Design/methodology/approach: The present study was based on a sample of German call center employees and on a longitudinal,…

19 CFR 200.735-123 - Effect of employees' and special Government employees' statements on other requirements.

Science.gov (United States)

2010-04-01

... 19 Customs Duties 3 2010-04-01 2010-04-01 false Effect of employees' and special Government... Employment and Financial Interests § 200.735-123 Effect of employees' and special Government employees... statements required of employees and special Government employees are in addition to, and not in substitution...

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

Individual Differences among Employees Management Communication Style and Employee Satisfaction: Replication and Extension.

Science.gov (United States)

McCroskey, James C.; And Others

Portions of three earlier studies relating differences in employees to employee satisfaction and one study relating management communication style (MCS) to employee satisfaction were replicated across four organizational contexts. Major findings supported the generalizability of the results revealed in the earlier research. The role of…

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...

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...

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...

20 CFR 670.220 - Are we responsible for the protection and maintenance of center facilities?

Science.gov (United States)

2010-04-01

... 20 Employees' Benefits 3 2010-04-01 2010-04-01 false Are we responsible for the protection and maintenance of center facilities? 670.220 Section 670.220 Employees' Benefits EMPLOYMENT AND TRAINING ADMINISTRATION, DEPARTMENT OF LABOR THE JOB CORPS UNDER TITLE I OF THE WORKFORCE INVESTMENT ACT Site Selection...

Stereotypes of older employees compared to younger employees in Slovenian companies

OpenAIRE

Rožman, Maja; Treven, Sonja; Čančer, Vesna

2016-01-01

Human resource management has an important impact on age diversity in companies. Age diversity in the workplace is growing and older employees are staying longer in the workforce, therefore it is important that employers can create a positive environment for age diverse employees. This paper introduces the difference in stereotypes in the workplace between older and younger employees in Slovenian companies. The main goal of this paper is to present the importance of age diversity and their ag...

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...

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...

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...

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...

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...

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...

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...

Workforce Retention Study in support of the U.S. Army Aberdeen Test Center human capital management strategy

OpenAIRE

Fore, Richard; Hacker, Kelly; Reedy, Michael; Sanchez-Vahamonde, Kristi; Whelan, Sean

2016-01-01

Approved for public release; distribution is unlimited In Fiscal Year 15, the U.S. Army Aberdeen Test Center (ATC) experienced an attrition rate of 10.4% of its civilian workforce. Without mitigation, the current employee turnover could result in a loss of organizational knowledge, reduction in the number of highly skilled test center employees, and a failure for ATC to meet mission objectives, namely the execution of rigorous testing to support Department of Defense acquisition programs. ...

How to Keep Gen X Employees from Becoming X-Employees.

Science.gov (United States)

Ruch, Will

2000-01-01

Examines the marketing influences (robust economy, low unemployment, young employees, changes in work arrangements) that are converging to create the recruiting and retention challenges that companies face. Offers suggestions such as marketing a business as a brand and seeking continuous feedback from employees. (JOW)

The Impact of Employee Job Satisfaction Towards Employee Job Performance at PT.Y

OpenAIRE

Sutjitra, Devilan

2015-01-01

This research is done to analyze The Impact of Employee Job Satisfaction towards Employee Job Performance at PT.Y. The decreasing in employee job performance for the past 3 years has indicated the author to analyze the impact of employee job satisfaction towards job performance. The elements that used are 9 job satisfactions to measure the impact of satisfaction at PT.Y. The author got 100 respondents from PT.Y and use simple random sampling method.The analysis technique that used in this res...

Determinants and benefits of physical activity maintenance in hospital employees.

Science.gov (United States)

Lavoie-Tremblay, Mélanie; Sounan, Charles; Martin, Kara; Trudel, Julie G; Lavigne, Genevieve L; Grover, Steven A; Lowensteyn, Ilka

2014-01-01

This study investigated whether the positive behavioral and anthropometric outcomes of a pedometer-based physical activity 8-week challenge were maintained 6 months after the end of the program. It further investigated the motivational profile of those who maintained their physical activity levels in the months following the end of the program and of those who did not. Hospital employees from a university-affiliated multisite health care center in Canada participated using a questionnaire. Of the 235 participants who completed the 8-week challenge, 157 questionnaires were returned 6 months later. Paired-samples t tests were conducted between the baseline and follow-up scores as well as between the postprogram and follow-up scores to detect significant differences between the measurement points. This study shows that the pedometer-based physical activity helped hospital employees maintain a high level of physical activity as well as maintain a healthy body mass index after 6 months. The results demonstrated that during maintenance the high physical activity group obtained higher scores for identified regulation and intrinsic regulation compared with the other groups. The results of the study revealed that identified and intrinsic regulations are important contributors to maintaining physical activity among hospital employees.

Business Condition of the Employees in the Hacettepe University Library

Directory of Open Access Journals (Sweden)

Ali Naci Yildiz

2008-12-01

Full Text Available AIM: This study aimed to determine the problems regarding business life and the level of job satisfaction of the employees in the Hacettepe University Library. METHODS: The cross sectional charactered universe is composed of 57 people working in the Hacettepe University Library (Clinical Medicine Center Library and Beytepe Center Library, 43 of these (75,4% are in the coverage of the study. The questionnaire forms were given out in January 2007 and taken the day after by the unit chiefs. RESULTS: The average age of the study group is 37,41±7,11. Many of these are (69,8% women, %67,5 educated in the university and upper than university, 34,8% are librarian. The basis problems with regard to working positions are reiterative jobs, causing backache, working continously sitting, with regard to working and working place conditions are dust, monotonous job and few payment. 92,5% of the study group content or mostly content working, 64,1% their jobs, 57,5% presently doing job, 59% working at their present working places. The frequency of unsatisfaction with their jobs is more in the Beytepe Center Library employees compared with the Clinical Medicine Center Library. It is determined that the frequency of unsatisfaction with their present jobs and working places is higher among the participants young than 40 years compared with the participants who are 40 years or older than 40 years. Among the participants regarding reiterative jobs as problems, the frequency of unsatisfaction with their present jobs and working places is more than among the participants not regarding. CONCLUSION: The actions directed to solve the determined problems would contribute to enhancing effort of the job satisfaction and the efficiency. [TAF Prev Med Bull 2008; 7(6.000: 509-514

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....

Employee Engagement and Leadership: Exploring the Convergence of Two Frameworks and Implications for Leadership Development in HRD

Science.gov (United States)

Shuck, Brad; Herd, Ann Mogan

2012-01-01

As the use of workplace knowledge economies increases and emerging motivational-state variables such as employee engagement become more widely used, current frameworks of leadership are undergoing changes in perspective and practice. Moreover, while shifts in workplace dynamics have occurred in practice for some time, scholars are now calling for…

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

[Clinical safety audits for primary care centers. A pilot study].

Science.gov (United States)

Ruiz Sánchez, Míriam; Borrell-Carrió, Francisco; Ortodó Parra, Cristina; Fernàndez I Danés, Neus; Fité Gallego, Anna

2013-01-01

To identify organizational processes, violations of rules, or professional performances that pose clinical levels of insecurity. Descriptive cross-sectional survey with customized externally-behavioral verification and comparison of sources, conducted from June 2008 to February 2010. Thirteen of the 53 primary care teams (PCT) of the Catalonian Health Institute (ICS Costa de Ponent, Barcelona). Employees of 13 PCT classified into: director, nurse director, customer care administrators, and general practitioners. Non-random selection, teaching (TC)/non-teaching, urban (UC)/rural and small/large (LC) health care centers (HCC). A total of 33 indicators were evaluated; 15 of procedures, 9 of attitude, 3 of training, and 6 of communication. Level of uncertainty: <50% positive answers for each indicator. no collaboration. A total of 55 professionals participated (84.6% UC, 46.2% LC and 76.9% TC). Rank distribution: 13 customer care administrators, 13 nurse directors, 13 HCC directors, and 16 general practitioners. Levels of insecurity emerged from the following areas: reception of new medical professionals, injections administration, nursing weekend home calls, urgent consultations to specialists, aggressive patients, critical incidents over the agenda of the doctors, communication barriers with patients about treatment plans, and with immigrants. Clinical safety is on the agenda of the health centers. Identified areas of uncertainty are easily approachable, and are considered in the future system of accreditation of the Catalonian Government. General practitioners are more critical than directors, and teaching health care centers, rural and small HCC had a better sense of security. Copyright © 2012 Elsevier España, S.L. All rights reserved.

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.

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...

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 ...

Service workers' job performance: the roles of personality traits, organizational identification, and customer orientation

OpenAIRE

He, Hongwei; Wang, Weiyue; Zhu, Weichun; Harris, Lloyd

2015-01-01

Purpose– This paper aims to advance the literature by testing the boundary of this relationship with reference to a key construct in employee performance in the service domain: employee customer orientation. Organizational identification refers to employees’ perceived oneness and belongingness to their work organization, and has been argued to be associated with higher employee performance.Design/methodology/approach– Data were collected based on a sample of call center service workers. Emplo...

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...

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...

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.

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.

Stennis Space Center observes 2009 Safety and Health Day

Science.gov (United States)

2009-01-01

Sue Smith, a medical clinic employee at NASA's John C. Stennis Space Center, takes the temperature of colleague Karen Badon during 2009 Safety and Health Day activities Oct. 22. Safety Day activities included speakers, informational sessions and a number of displays on safety and health issues. Astronaut Dominic Gorie also visited the south Mississippi rocket engine testing facility during the day to address employees and present several Silver Snoopy awards for outstanding contributions to flight safety and mission success. The activities were part of an ongoing safety and health emphasis at Stennis.

Hospital emergency on-call coverage: is there a doctor in the house?

Science.gov (United States)

O'Malley, Ann S; Draper, Debra A; Felland, Laurie E

2007-11-01

The nation's community hospitals face increasing problems obtaining emergency on-call coverage from specialist physicians, according to findings from the Center for Studying Health System Change's (HSC) 2007 site visits to 12 nationally representative metropolitan communities. The diminished willingness of specialist physicians to provide on-call coverage is occurring as hospital emergency departments confront an ever-increasing demand for services. Factors influencing physician reluctance to provide on-call coverage include decreased dependence on hospital admitting privileges as more services shift to non-hospital settings; payment for emergency care, especially for uninsured patients; and medical liability concerns. Hospital strategies to secure on-call coverage include enforcing hospital medical staff bylaws that require physicians to take call, contracting with physicians to provide coverage, paying physicians stipends, and employing physicians. Nonetheless, many hospitals continue to struggle with inadequate on-call coverage, which threatens patients' timely access to high-quality emergency care and may raise health care costs.

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

Partnership in employee health. A workplace health program for British Columbia Public Service Agency (Canada).

Science.gov (United States)

Tarride, J E; Harrington, K; Balfour, R; Simpson, P; Foord, L; Anderson, L; Lakey, W

2011-01-01

To evaluate the My Health Matters! (MHM) program, a multifaceted workplace intervention relying on education and awareness, early detection and disease management with a focus on risk factors for metabolic syndrome. The MHM program was offered to 2,000 public servants working in more than 30 worksites in British Columbia, Canada. The MHM program included a health risk assessment combined with an opportunity to attend an on-site screening and face-to-face call back visits and related on-site educational programs. Clinical and economic outcomes were collected over time in this one-year prospective study coupled with administrative and survey data. Forty three per cent of employees (N=857) completed the online HRA and 23 per cent (N=447) attended the initial clinical visit with the nurse. Risk factors for metabolic syndrome were identified in more than half of those attending the clinical visit. The number of risk factors significantly decreased by 15 per cent over six months (N=141). The cost per employee completing the HRA was $205 while the cost per employee attending the initial clinical visit was $394. Eighty-two per cent of employees would recommend the program to other employers. This study supports that workplace interventions are feasible, sustainable and valued by employees. As such, this study provides a new framework for implementing and evaluating workplace interventions focussing on metabolic disorders.

Occupational voice demands and their impact on the call-centre industry

Directory of Open Access Journals (Sweden)

Duffy OM

2009-04-01

Full Text Available Abstract Background Within the last decade there has been a growth in the call-centre industry in the UK, with a growing awareness of the voice as an important tool for successful communication. Occupational voice problems such as occupational dysphonia, in a business which relies on healthy, effective voice as the primary professional communication tool, may threaten working ability and occupational health and safety of workers. While previous studies of telephone call-agents have reported a range of voice symptoms and functional vocal health problems, there have been no studies investigating the use and impact of vocal performance in the communication industry within the UK. This study aims to address a significant gap in the evidence-base of occupational health and safety research. The objectives of the study are: 1. to investigate the work context and vocal communication demands for call-agents; 2. to evaluate call-agents' vocal health, awareness and performance; and 3. to identify key risks and training needs for employees and employers within call-centres. Methods and design This is an occupational epidemiological study, which plans to recruit call-centres throughout the UK and Ireland. Data collection will consist of three components: 1. interviews with managers from each participating call-centre to assess their communication and training needs; 2. an online biopsychosocial questionnaire will be administered to investigate the work environment and vocal demands of call-agents; and 3. voice acoustic measurements of a random sample of participants using the Multi-dimensional Voice Program (MDVP. Qualitative content analysis from the interviews will identify underlying themes and issues. A multivariate analysis approach will be adopted using Structural Equation Modelling (SEM, to develop voice measurement models in determining the construct validity of potential factors contributing to occupational dysphonia. Quantitative data will be

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 ...

20 CFR 670.450 - How are applicants who meet eligibility and selection criteria assigned to centers?

Science.gov (United States)

2010-04-01

... 20 Employees' Benefits 3 2010-04-01 2010-04-01 false How are applicants who meet eligibility and selection criteria assigned to centers? 670.450 Section 670.450 Employees' Benefits EMPLOYMENT AND TRAINING ADMINISTRATION, DEPARTMENT OF LABOR THE JOB CORPS UNDER TITLE I OF THE WORKFORCE INVESTMENT ACT Recruitment...

Computerized based training in nuclear safety in the nuclear research center Negev

International Nuclear Information System (INIS)

Ben-Shachar, B.; Krubain, H.; Sberlo, E.

2002-01-01

The Department of Human Resources and Training in the Nuclear Research Center, Negev, in collaboration with the Department of Radiation Protection and Safety used to organize different kinds of training and refresher courses for different aspects of safety in nuclear centers (radiation safety, biological effects of ionizing radiation, industrial safety, fire fighting, emergency procedures, etc.). All radiation workers received a training program of several days in all these subjects, each year. The administrative employees received a shorter training, each second year. The training included only frontal lectures and no quiz or exams were done. No feedback of the employees was received after the training, as well. Recently, a new training program was developed by the NRC-Negev and the CET (Center for Educational Technology), in order to perform the refresher courses. The training includes CBT-s (Computer Based Training), e.g. tutorials and quiz. The tutorial is an interactive course in one subject, including animations, video films and photo stills. The employee gets a simple and clear explanation (including pictures). After each tutorial there is a quiz which includes 7 American style questions. In the following lecture different parts from two of the tutorials used for the refresher courses, will be presented

An FAHP-TOPSIS framework for analysis of the employee productivity in the Serbian electrical power companies

Directory of Open Access Journals (Sweden)

Snezana Pavle Knezevic

2017-09-01

Full Text Available The aim of this paper is to apply an integrated model, which combines methods of classical and fuzzy Multi-criteria decision making (MCDM in selected six large equity companies from the Serbian energy sector. The data considered are retrieved from the official financial statements. Four main criteria were analyzed, identified by the previous researchers and pointing to the employees productivity: Operating income/Number of employees, Equity/Number of employees, Net income/Number of employees and Total assets/Number of employees. The contribution of this paper lies in the application of a hybrid model that integrates two MCDM methods: Fuzzy Analytic Hierarchy Process (FAHP and Technique for Order Performance by Similarity to Ideal Solution (TOPSIS to analyse the employee productivity in selected D-Electrical power supply companies operating in Serbia. The FAHP is an effective method for mathematical representation of uncertain and imprecise evaluations made by humans, while the TOPSIS method is an efficient way to rank the alternatives. Results show that operating income is of highest importance for estimating employee productivity and decision making, while equity is of the weakest. Furthermore, the most productive operations in large enterprises from selected companies of the sector D-Electrical power supply are found in the company PC EPS Beograd, and the lowest are in the ED Center llc Kragujevac.

Employee Engagement Factor for Organizational Excellence

Directory of Open Access Journals (Sweden)

Tzvetana Stoyanova

2017-03-01

Full Text Available Purpose: The objective of this publication is to identify ways to increase employee engagement in Bulgarian business organizations and identify how such employee engagement affects employee and company performance. Design/methodology/approach: Our research is based on the evaluation of employee engagement methodologies used by well-known companies such as Gallup HCM Advisory Group, Deloitte and Aon Hewitt. Based on these, we derive the factors influencing employee engagement in Bulgarian companies. Findings: This work focuses on management, in recent years, aimed at retaining and developing the best employees, and their evolution into reliable potential leaders of the organization. This is undertaken to maintain and increase the number of those engaged in the business of company employees as well. The management of a successful leader is considered key to increasing employee engagement. Employee commitment implies something special, additional or atypical in the performance of tasks and job role. This is a behaviour that involves innovation, demonstrating initiative via proactive seeking of opportunities that contribute to the company and exceeding the expected standard of employee performance. The findings can strengthen the already-significant role of management. There is no universal way to increase employee engagement and motivation towards increased productivity, activity, and creativity. Research limitations/implications: The study has been undertaken for employees in Bulgaria.

46 CFR 1.03-40 - Appeals from decisions or actions of the National Maritime Center.

Science.gov (United States)

2010-10-01

... Maritime Center. 1.03-40 Section 1.03-40 Shipping COAST GUARD, DEPARTMENT OF HOMELAND SECURITY PROCEDURES... Appeal § 1.03-40 Appeals from decisions or actions of the National Maritime Center. Any person directly affected by a decision or action of an officer or employee of the National Maritime Center (NMC) involving...

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.

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.

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…

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.

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

Influence Of Perceived Employer Branding On Perceived Organizational Culture Employee Identity And Employee Commitment

Directory of Open Access Journals (Sweden)

Dilhani Anuradha Akuratiya

2017-08-01

Full Text Available All organizations strive for sustainable competitive advantage in order to attain profit and survive in the increasingly competitive marketplace. In such situation human resources have become crucial to achieve competitive advantage especially in the service oriented industries. In order to achieve competitive advantage it is necessary to retain talented employees within the organization. To attract and retain talented employees within organizations employers are using employer branding to separate their organization from its competitors and build an image as a good place to work. Thus the key intention of the study was to explore influence of perceived employer branding on perceived organizational culture and employee identity and how in turn affect to increase employee commitment. In the present study employer branding model was based on culture identity and commitment in licensed financial companies. Research population consisted executive level employees of top ten licensed financial companies. Sampling method was convenience sampling and data collection instrument was questionnaire. Correlation and regression analysis was used to analyze the data. Results from the analysis showed that perceived employer branding had significant influence on perceived organizational culture and employee identity and in turn they had a significant effect on employee commitment.

20 CFR 670.535 - Are Job Corps centers required to establish behavior management systems?

Science.gov (United States)

2010-04-01

... behavior management systems? 670.535 Section 670.535 Employees' Benefits EMPLOYMENT AND TRAINING... systems? (a) Yes, each Job Corps center must establish and maintain its own student incentives system to encourage and reward students' accomplishments. (b) The Job Corps center must establish and maintain a...

Health services at the Kennedy Space Center

Science.gov (United States)

Ferguson, E. B.; Humbert, P.; Long, I. D.; Tipton, D. A.

1992-01-01

Comprehensive occupational health services are provided to approximately 17,000 workers at the Kennedy Space Center and an additional 6000 on Cape Canaveral Air Force Station. These areas cover about 120,000 acres encompassing part of the Merritt Island Wild Life Refuge and wetlands which are the habitat of numerous endangered and protected species of wildlife. The services provided at the Kennedy Space Center optimally assure a safe and healthy working environment for the employees engaged in the preparation and launching of this country's Space Shuttle and other important space exploration programs.

Voice over IP phone calls from your smartphone

CERN Multimedia

2014-01-01

All CERN users do have a Lync account (see here) and can use Instant Messaging, presence and other features. In addition, if your number is activated on Lync IP Phone(1) system then you can make standard phone calls from your computer (Windows/Mac).   Recently, we upgraded the infrastructure to Lync 2013. One of the major features is the possibility to make Voice over IP phone calls from a smartphone using your CERN standard phone number (not mobile!). Install Lync 2013 on iPhone/iPad, Android or Windows Phone, connect to WiFi network and make phone calls as if you were in your office. There will be no roaming charges because you will be using WiFi to connect to CERN phone system(2). Register here to the presentation on Tuesday 29 April at 11 a.m. in the Technical Training Center and see the most exciting features of Lync 2013.   Looking forward to seeing you! The Lync team (1) How to register on Lync IP Phone system: http://information-technology.web.cern.ch/book/lync-ip-phone-serv...

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.

The Trauma Center Organizational Culture Survey: development and conduction.

Science.gov (United States)

Davis, Matthew L; Wehbe-Janek, Hania; Subacius, Haris; Pinto, Ruxandra; Nathens, Avery B

2015-01-01

The Trauma Center Organizational Culture Survey (TRACCS) instrument was developed to assess organizational culture of trauma centers enrolled in the American College of Surgeons Trauma Quality Program (ACS TQIP). The objective is to provide evidence on the psychometric properties of the factors of TRACCS and describe the current organizational culture of TQIP-enrolled trauma centers. A cross-sectional study was conducted by surveying a sampling of employees at 174 TQIP-enrolled trauma centers. Data collection was preceded by multistep survey development. Psychometric properties were assessed by an exploratory factor analysis (construct validity) and the item-total correlations and Cronbach alpha were calculated (internal reliability). Statistical outcomes of the survey responses were measured by descriptive statistics and mixed effect models. The response rate for trauma center participation in the study was 78.7% (n = 137). The factor analysis resulted in 16 items clustered into three factors as described: opportunity, pride, and diversity, trauma center leadership, and employee respect and recognition. TRACCS was found to be highly reliable with a Cronbach alpha of 0.90 in addition to the three factors (0.91, 0.90, and 0.85). Considerable variability of TRACCS overall and factor score among hospitals was measured, with the largest interhospital deviations among trauma center leadership. More than 80% of the variability in the responses occurred within rather than between hospitals. TRACCS was developed as a reliable tool for measuring trauma center organizational culture. Relationships between TQIP outcomes and measured organizational culture are under investigation. Trauma centers could apply TRACCS to better understand current organizational culture and how change tools can impact culture and subsequent patient and process outcomes. Copyright © 2015 Elsevier Inc. All rights reserved.

Evaluation of a Worksite Diabetes Education Program at a Large Urban Medical Center.

Science.gov (United States)

Renda, Susan; Baernholdt, Marianne; Becker, Kathleen

2016-01-01

Evidence suggests that diabetes education can be delivered at the worksite to better support employees' diabetes self-management and improve productivity and health care costs. This study was conducted to address the feasibility of a diabetes worksite education program for employees at a large urban academic health care institution. The diabetes education program was delivered in the diabetes center at the institution, a resource that was previously underutilized by employees. Through collaboration with groups in the institution, 20 employees of diverse ethnicity participated in the worksite diabetes education program with positive outcomes: improved glycemic control measured (HbA1c), attainment of self-management goals, and satisfaction with the program. Work absences trended downward, but numbers of hospitalizations and emergency department visits were unchanged in the 3 months following education. Recommendations include replication of the study with more employee participation and program evaluation over a longer period of time to continue assessment of employees' educational needs. © 2015 The Author(s).

Eleventh annual report of radiation exposures for DOE and DOE contractor employees

International Nuclear Information System (INIS)

1978-01-01

In 1968, the US Atomic Energy Commission (AEC) established a program for reporting certain occupationa radiation exposure information to a central radiation records repository maintained at the Union Carbide Computing Technology Center, Oak Ridge, Tennessee. Annual summaries (WASH-1350-R1 through WASH-1350-R6) were reported for the years 1968-1973 and included data on AEC contracter employees as well as employees of companies in the private sector licensed by the AEC. In January 1975, the operational functions of the AEC, including the maintenance of records on the occupational radiation exposure on contractor employees, were transferred to the Energy Research and Development Administration (ERDA) and the AEC's regulatory functions, including the reporting of information on the occupational radiation exposure of licenses, were transferred to the Nuclear Regulatory Commission (NRC). Previous AEC licenses then reported to NRC while the contractors reported to ERDA. On October 1, 1977, the Department of Energy (DOE) was formed and assumed the responsibilities of ERDA. This report contains the 1978 radiation exposure data for DOE and DOE contractors

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...

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...

Access to Federal Employees Health Benefits (FEHB) for Employees of Certain Indian Tribal Employers. Final rule.

Science.gov (United States)

2016-12-28

This final rule makes Federal employee health insurance accessible to employees of certain Indian tribal entities. Section 409 of the Indian Health Care Improvement Act (codified at 25 U.S.C. 1647b) authorizes Indian tribes, tribal organizations, and urban Indian organizations that carry out certain programs to purchase coverage, rights, and benefits under the Federal Employees Health Benefits (FEHB) Program for their employees. Tribal employers and tribal employees will be responsible for the full cost of benefits, plus an administrative fee.

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...

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...

Differences between Brazilian Men and Women Managers in Their Managing of Conflicts with Employees.

Science.gov (United States)

Rossi, Ana Maria; Todd-Mancillas, William R.

A study was conducted to compare Brazilian men and women managers' preferences for using communication versus power-centered strategies when resolving employer/employee disputes. Subjects were 40 men and 40 women in middle and top-management positions. Each manager read a packet of four scripts describing various problems that a manager might have…

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

Developing Asthma-Friendly Childcare Centers with Online Training and Evaluation

OpenAIRE

Nowakowski, Alexandra Catherine Hayes; Carretta, Henry Joseph; Pineda, Nicole; Dudley, Julie Kurlfink; Forrest, Jamie R.

2016-01-01

In 2011, the Florida Asthma Coalition began offering its Asthma-Friendly Childcare Center training online. This course teaches childcare center employees the fundamentals of effective asthma management. It covers basic asthma physiology, ways to recognize asthma attacks, techniques to help children experiencing attacks, and strategies to create healthy environments for asthmatics. A team of health services researchers evaluated both years of the online training. Evaluators used a quasi-ex...

Employee motivation and employee performance in child care : the effects of the introduction of market forces on employees in the Dutch child-care sector

NARCIS (Netherlands)

Plantinga, Mirjam

2006-01-01

Employee Motivation and Employee Performance in Child Care: The Effects of the Introduction of Market Focus on Employees in the Dutch Child-Care Sector Mirjam Plantinga (RUG) This research describes and explains the effects of the introduction of market forces in the Dutch child-care sector on

Internal Social Media at Marshall Space Flight Center - An Engineer's Snapshot

Science.gov (United States)

Scott, David W.

2013-01-01

In the brief span of about six years (2004-2010), social media radically enhanced people's ways of maintaining recreational friendships. Social media's impact on public affairs (PAO) and community engagement is equally striking: NASA has involved millions of non-NASA viewers in its activities via outward-facing social media, often in a very two-way street fashion. Use of social media as an internal working tool by NASA's tens of thousands of civil servants, onsite contractor employees, and external stakeholders is evolving more slowly. This paper examines, from an engineer's perspective, Marshall Space Flight Center s (MSFC) efforts to bring the power of social media to the daily working environment. Primary emphasis is on an internal Social Networking Service called Explornet that could be scaled Agency-wide. Other topics include MSFC use of other social media day-to-day for non-PAO purposes, some specialized uses of social techniques in space flight control operations, and how to help a community open up so it can discover and adopt what works well.

Kennedy Space Center environmental health program

International Nuclear Information System (INIS)

Marmaro, G.M.; Cardinale, M.A.; Summerfield, B.R.; Tipton, D.A.

1992-01-01

The Kennedy Space Center's environmental health organization is responsible for programs which assure its employees a healthful workplace under diverse and varied working conditions. These programs encompass the disciplines of industrial hygiene, radiation protection (health physics), and environmental sanitation/pollution control. Activities range from the routine, such as normal office work, to the highly specialized, such as the processing of highly toxic and hazardous materials

Retaining caregivers, improving care.

Science.gov (United States)

Bodwell, Wendy; Dent, Sara; Grant, Tracie; Hammerly, Milt; Mamula, Jeanie

2006-01-01

Text Summary In 2004, Centura Health's long-term care centers took part in a pilot project, sponsored by the Centers for Medicare & Medicaid Services, called "Improving Nursing Home Culture through Workforce Retention." A 30-member team comprising Centura leaders and long-term facility staff looked at Centura's eight participating facilities through residents' and employees' eyes. The goal of the team's reflection and subsequent changes was to create a culture in which decisions are focused on resident care and organizational policies are based on respect for employees. At the end of the first year, residents seemed happier and employee satisfaction and involvement increased at all eight Centura facilities.

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...

Internal and external quasicrystal inflation center and their scaling factors

International Nuclear Information System (INIS)

Masakova, Z.; Patera, J.; Pelantova, E.

1998-01-01

The properties of quasicrystals of the cut and project type - namely, self-similarities or so-called inflation properties - are studied. A complete description is given for centers of the scaling symmetry of a quasicrystal, and the relevant scaling factors are determined for each 'inflation center'. If the center is a quasicrystal point, it is called an 'internal inflation center'; otherwise, it is an 'external' one. It turns out that, for any quasicrystal point u, the set of appropriate scaling factors is a u-dependent one-dimensional quasicrystal. There are infinitely many scaling factors common to all internal inflation centers. The description of external inflation centers, which are plentiful in any quasicrystal, is a slight modification of a similar description for the interval ones

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 ...

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...

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 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...

77 FR 40059 - Designation of a Class of Employees for Addition to the Special Exposure Cohort

Science.gov (United States)

2012-07-06