On the Front Line: Organization of Work in the Information Economy (Cornell International Industrial and Labor Relations Reports, No 35.)

Book Description

The importance of customer service is widely emphasized in business today. This book offers the first comprehensive analysis of the organization and dynamics of front-line work. The volume is based on a four-year study of over a thousand employees and eight leading companies in the United States, Australia, and Japan. On the Front Line reveals similarities and differences found in work environments--such as variance in authority relations and division of labor--as well as significant contrasts between management approaches used in Japan and those used in the United States and Australia. By examining how work differs among service, sales, and knowledge-based settings, it also shows how bureaucratic, entrepreneurial, and network forms of organization coexist in the informational economy. This seminal analysis of work in the service sector offers both a benchmark for consultants working with customer-contact organizations and valuable information for anyone concerned with the changing nature of work.

On the Front Line: Organization of Work in the Information Economy. (Reviews/Comptes Rendus).(Book Review): An article from: Labour/Le Travail

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On the Front Line: Organization of Work in the Information Economy. (Reviews/Comptes Rendus).(Book Review): An article from: Labour/Le Travail
Norene Pupo
Manufacturer: Canadian Committee on Labour History
ProductGroup: Book
Binding: Digital
ASIN: B0008G7PXG
Release Date: 2005-07-30

Book Description

This digital document is an article from Labour/Le Travail, published by Canadian Committee on Labour History on September 22, 2002. The length of the article is 1030 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

Citation Details
Title: On the Front Line: Organization of Work in the Information Economy. (Reviews/Comptes Rendus).(Book Review)
Author: Norene Pupo
Publication: Labour/Le Travail (Refereed)
Date: September 22, 2002
Publisher: Canadian Committee on Labour History
Page: 367(3)

Article Type: Book Review

Distributed by Thomson Gale

Book Description

Schlechty shows both educators and parents how to envision reform and design quality educational systems. He explains how the visioning process must be rooted in real shared beliefs, how mission statements must unpack visions into concrete goals that are connected to action, and how the results of reform can be usefully assessed. Drawing on the author's vast experience in the day-to-day work of implementing school reform, Inventing Better Schools offers new approaches for setting standards and ensuring accountability--and includes samples of actual mission statements and strategic plans of successful school districts.

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Customer Reviews:

A clear explanation why municipal schools will not survive.......2007-04-09

Lest make things clear form the start, I am from a beautifully country (Chile) that have over 90% of students in voucher schools, some private, some municipal, the proportion in Municipal schools is going down year to year, parents are moving to private-held schools, and municipal students numbers goes down, from overt 75% some years ago to below 50% now, and continues to shrink. It looks like that parents, if they have the possibility; they move to better-performing schools.

The simple power behind the general success of U.S. is the ability (and liberty) of persons to walk-out and obtain the service elsewhere, it puzzled me that a so simple, and sensible, idea has a significant part of the educators against it. When people spoke of liberty, in general, is fine, when people spoke of liberty to choose school is bad.

This is why I bought this book; I like to understand the position of anti-vouchers, maybe I got convinced, but I don't, the book is a compelling list of thinks going bad in municipal school today, and shows a supposed path to improve things, by developing an action plan to have better municipal schools, the tool to convince of the necessity of change is fear, fear that if they don't improve the vouchers are coming!

The book is a starling list of things that make for underperforming municipal schools, from School boards managed by conflicting interest groups, to curricula reform (that that author suggests is not working)and a hope that this time they have a working plan to improve municipal schools, the necessity of making system changes, but the author also recognizes than this are the kind of changes more difficult to obtain. The chapter "Changing the system" start with along list of difficulties to change, including to assess than "Structural changes that is not supported by cultural changes will eventually overwhelmed by the culture" after such strong expression one a the right to think that Mr. Schlechty is on a vain trail, as cultural changes are the most difficult to do.

Well, they have plenty of time to try this path or another or another, in the mean time they will keep children chained to his local municipal school, simply, by negating the possibility that they move with is tax money elsewhere.

No Hyperbole Intended ~ Schools are Dinosaurs!.......2004-01-12

First and foremost this book is so well organized it made it a pleasure to read. Schlechty clearly outlines and summarizes all 12 chapters in the Preface. Don't miss it! This book is not a light topic ~ so focusing the reader where the author was headed was greatly appreciated.

Schlechty claims that American public schools are in urgent need for dramatic improvement or they take the risk of becoming extinct. And the key to improving the schools is the quality of the work students are provided. Students need to be engaged in their learning and their work should reflect relevance to their needs to become socially and academically prepared for the next century. He says all students are entitled to a high quality of education. I couldn't agree more!

Here are two other aspects that I found powerful about this book (besides the organization style). 1) Schlechty clearly states what he perceives the problem is with American public schools and how he came to that conclusion and 2) he then provides the reader with an aggressive cookbook style solution to the problem (the action plan).

The author lives up to the title, Inventing Better Schools An Action Plan for Educational Reform.

I recommend this book to anyone who cares about our children's future: parents, students, educators, administrators, community leaders, superintendents, business leaders, etc. because it takes ALL of US to make the changes needed to Invent Better Schools and this book is a great starting point.

A Must Read for Public School Reformers.......2002-01-14

Inventing Better Schools, An Action Plan for Educational Reform, by Phillip C. Schlechty, is a must read for those interested in educational reform in the public schools including teachers, administrators, schools boards, and local educational leaders. Any district wishing to make systemic changes may wish to use this book to provide a common starting point for reform dialogue.

Schlechty presents his case as to the urgent need for public school reform and challenges educators to redefine what their role is in providing quality education for students. His two basic tenants for the urgent need for reform is the fear that public education could be lost to a voucher system and the increased need for people to have adaptive skills to be successful in an information based society.

The starting point for educational reform is the basic mission of schooling. Schlechty states, "The aim of schooling is an educated citizenry, but the core business of schooling is engaging students in work that results in their learning what they need to learn to be viewed as well educated in American society (page 31)." In his philosophy, if schools are looked at as a business, students are the primary customers.

Inventing Better Schools emphasizes that reform efforts in the past fail because the changes are not embodied by the whole organization and the culture that surrounds the schools. All stakeholders need to be involved in the reform process. To enable systemic change, four key questions need to be answered before by educational leaders:
1. Why is change needed?
2. What kind of change is needed and what will it mean for us when the change comes about?
3. Is what we are being asked to do really possible? Has it been done before? By whom? Can we see it in practice?
4. How do we do it? What skills do we need and how will they be developed (page 208)?
In the appendix, two districts provide examples of what goals and action plans they have by answering key questions like the ones above.

Take the time to read Inventing Better Schools, An Action Plan for Educational Reform before spending enormous amounts of energy on efforts that may only have limited lasting impact on education. Schlechty sums up his mission when he writes, "...great leaders are needed if real change is to occur. My hope is that this book will find such leaders and that they will find this book useful (page 185)."

A rare opportunity to engage in educational reform debate.......1998-05-17

Inventing Better Schools provides a rare opportunity for school administrators to to 'look over the shoulder' of a successful practitioner of educational reform.

Schlechty (pronounced Schlek-ty) predicates the teaching program on the belief that it is the teachers' jobs to actually ENGAGE students in meaningful learning. A radical idea!

He states: "Viewing students as a customer places the the school in the position of accepting the proposition that the school's obligation is to invent work sufficiently attractive that the students engarge in it voluntarily. (Coercion may gain compliance, but it does not produce engagement and commitment.

It is the obligation of the school and the teacher to invent work that attracts the attention and compels the energy of students, for it is in inventing products that customers will buy that a customer- focused business creates the conditions of its own survival."

Across the world the public school system is under threat and Phil Schlechty provides the most practical scenario for its survival that I have read.

** We are starting a school administrators' reading group/ discussion forum in our district and this text is our starting point. Over 30 principals nominated to be in this program in two days.

A stirring book for those who want to make a difference!.......1997-05-12

Few authors have been able to write a more practical and informative guide to reforming the American educational system than Phillip Schlecthy. He explains both the postive and negative aspects of education today and provides strategies for redesigning schools to become focused on producing high quality, engaging work for students. Thought-provoking questions are included as tools to help districts transform as well as cases studies which exemplify effective educational reform. Inventing Better Schools is revolutionary, thorough and bound to make an impact on anyone who is serious about revitalizing American schools

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Excellent book on negotiation

Create a quantum game shift without you boss even knowing it

Not for Women Only!

Turn 'Weaknesses' into Strengths

Not for women only!

The Shadow Negotiation: How Women Can Master the Hidden Agendas That Determine Bargaining Success
Deborah Kolb , and Judith Williams
Manufacturer: Simon & Schuster
ProductGroup: Book
Binding: Hardcover

General | Women & Business | Business & Investing | Subjects | Books
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Negotiating | Management & Leadership | Business & Investing | Subjects | Books
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ASIN: 0684838400

Book Description

At last, here is a book that shows women how to recognize the Shadow Negotiation -- in which the unspoken attitudes, hidden assumptions, and conflicting agendas that drive the bargaining process play out -- and how to use that knowledge to their advantage.

Each time people bargain over issues -- a promotion, a contract with a new client, a bigger role in decision-making -- a parallel negotiation unfolds beneath the surface of the "formal" discussion. Bargainers constantly maneuver to determine whose interests and needs will hold sway, whose opinions will matter, and how cooperative each person will be in reaching an agreement.

How the issues are resolved hangs on the actions people take in the shadow negotiation, yet it is in this shadow negotiation that women most often run into trouble. The most productive negotiations take place when strong advocates can connect with each other. Good results depend equally on a bargainer's positioning her ideas for a fair hearing and on being open to the other side's point of view. But traditionally women have not fared well on either front. Often, they let negotiable moments slip by and take the first "no" as a final answer, or their efforts to be responsive to the other side's position are interpreted as accommodation. As a result, women can come away from negotiations with fewer dollars, perks, plum assignments, or less say in decision-making than men.

To negotiate effectively, women must pay attention to acts of self-sabotage as well as to the moves others make in the shadow negotiation. By bargaining more strategically, women can establish the terms of their advocacy, their voice, and at the same time encourage the open communication essential to a collaborative discussion in which not only acceptable, but creative, agreements can be worked out.

Written by Deborah M. Kolb and Judith Williams, two authorities in the field, The Shadow Negotiation shows women a whole new way to think about the negotiation process. Kolb and Williams identify the common stumbling blocks that women encounter and present a game plan for turning their particular strengths to their advantage. Based on extensive interviews with hundreds of business-women, The Shadow Negotiation provides women with a clear, insightful guide to the hidden machinations that are at work in every bargaining situation.

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Written exclusively for women, this title shows how to master the hidden agendas that determine bargaining success. Tips include how to recognize the shadow negotiation--unspoken attitudes, hidden assumptions, and conflicting agendas that drive the bargaining process.

Customer Reviews:

Excellent book on negotiation.......2003-04-18

I've gone through several books on negotiation and this book ranks up there with the best. Don't let the title fool you. This book isn't just for women. It's just as good for everyone. If you're short on time in learning about negotiation, this book and the Getting to Yes book should arm you with most concepts to handle negotiation in your favor.

The strength of this book lies in its numerous examples, especially in relation to salary negotiation and promotion.

Create a quantum game shift without you boss even knowing it.......2001-01-07

I recently completed a three month negotiation process at my job and came out from being the lowest paid executive to one of the top three with the help of Shadow Negotiation. What came as the biggest surprise was, after getting out of my own way and following the structured steps suggested by the authors, each phase of the negotiations left me stronger and more focused rather than at a loss as to what the next step could be. Through the guidelines set forth in this book, I feel I can shift a negotiation process intuitively rather than strong arming it as we as women have always been led to believe was the only option. Not only do I now realize I am smarter than I thought, I can more likely conclude a negotiation process with all parties feeling the winner. Thank you again for your book.

Not for Women Only!.......2000-11-30

As I flipped through the Harvard Business Review's Top Ten Business Books Of 2000 , I was intrigued by the review of "The Shadow Negotiation". Having a background in sociology, my curiosity was piqued by the book's focus on gender issues and interpersonal communication.

It turned out to be a riveting read and I lost count of the number of times I thought "Hey, that's happened to me!"

The Shadow Negotiation teaches by example, and delves into the psychological and social intracacies of negotiation. This book has enriched my understanding of the layers of negotiations that occur long before arriving at the table.

This book is for both sexes, and applies to all sorts of negotiations that pop up in everyday life. As a consultant, I have applied it to my salary negotiations, and find that I can manage my business relationships with much greater confidence. A wonderful gift to all of your working friends and family!

Turn 'Weaknesses' into Strengths.......2000-11-30

Is the female knack for empathy a weakness? Not when it helps you see negotiations from the other person's point of view and identify what's most important to the other side . . . and your side. This very practical book gives plenty of examples that one can apply to real-life work situations, and without a lot of 'win-win' palaver.

Not for women only!.......2000-11-29

It turned out to be a riveting read and I lost count of the number of times I thought "Hey, that's happened to me!"

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Developing New Services: Incorporating the Voice of the Customer into Strategic Service Development
C. M. Fisher , and James T. Schutta
Manufacturer: ASQ Quality Press
ProductGroup: Book
Binding: Hardcover

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ASIN: 0873895851

Book Description

Leading organizations have proven time and time again that incorporating the voice of the customer into their strategic operations is essential for long-term success. Likewise, a great deal of information exists on the benefits of quality function deployment and how it can revitalize an organization. But little has been written that connects the two together effectively to create a process for effectively integrating the two disciplines in product and service development. This is the focus of Developing New Services: Incorporating the Voice of the Customer into Strategic Service Development, which explains how to effectively integrate the voice of the customer throughout the organization and how to use the results to guide strategic planning for the organization.

The book focuses on the service industries, providing expert examples from a variety of businesses such as healthcare, government, banking, and education. The authors' experiences as seasoned consultants and instructors is evident in the many real-world examples, exercises, and figures included in every chapter. Developing New Services is ideal for managers who are responsible for developing and improving services, and is also an ideal textbook for management students.

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A Laurel Burch Christmas: Color the Season Beautiful with 25 Quilts and Crafts
Laurel Burch
Manufacturer: C&T Publishing
ProductGroup: Book
Binding: Paperback

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Fantastic Felines

ASIN: 1571202471

Book Description

Crafters join celebrated artist Laurel Burch for an enchanting Christmas filled with beautiful quilt and craft projects. These fun, imaginative projects range from very easy to more challenging. Ideal holiday designs for beginners include projects using hand appliqué; no-sew; and fast, easy fusible web options. Secrets and shortcuts for creating festive Christmas quilts and crafts include embroidery, painting, stamping, and beading.

Book Description

A new look at industrialization in Mexico that focuses on women wage earners across the work force, from factory workers to street vendors. Drawing on a wealth of material, from petitions of working women to government factory inspection reports, Porter shows how a shifting cultural understanding of working women informed labor relations, social legislation, government institutions, and ultimately the construction of female citizenship.

Book Description

This second edition of Market Response Models:
-places much more emphasis on the basic building blocks of market response modeling: markets, data, and sales drivers, through a separate chapter.
-splits the design of response models into separate chapters on static and dynamic models.
-discusses techniques and findings spawned by the marketing information revolution, e.g., scanner data.
-emphasizes new insights available on marketing sales drivers, especially improved understanding of sales promotion.
-demonstrates methodological developments to assess long-term impacts, where present, of current marketing efforts.
-includes a new chapter on sales forecasting.
-adds mini-case histories in the form of boxed inserts entitled Industry Perspectives, which are primarily written by business executives.

This book is truly the foundation of market response modeling.

Customer Reviews:

Has All The Facts.......2004-04-11

Great reference for building market models. A lot of good examples. Real world case studies. Easy to understand math formulas. Technical - but good!

Book Description

How parents and guardians can find the best medical coverage for their kids. Though health care programs in the United States are complex --for children, they are positively byzantine. But it is also true--as some politicians point out--that America provides quality medical coverage for any child. However, these programs can be difficult to find. This useful book

* explains how the mechanics of basic group health plans, HMOs, PPOs and other insurance apply to children

* lists and explores common federal and state programs that provide medical insurance for kids

* compares these programs to each other- including clinics, teaching hospitals, paying cash--to help families create successful strategies for getting kids medical care

* explains how families can access these programs

Customer Reviews:

Lifesaving Tips if You Have Kids.......2005-11-06

I'm a single mother of two children. We live in a middle class neighborhood just outside of Phoenix. Three months ago, we were one of six families who play in our park that didn't have any health insurance (at least those six were the ones who would admit they didn't have coverage...they were probably more).
Then my dad sent me this book. I followed the tips in the book and contacted the State of Arizona childrens' insurance program--and I had coverage for my sons in about three weeks.
I can't tell you the difference this makes for me. I literally wasn't sleeping before I read this one little book. Now I feel like I can relax...some.
It's amazing how a few bits of the right information can change your life for the better. What else can I say? Any person who has children should read this book.

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