Archives for October 16th, 2000

COMPLAINTS VALUED MORE IN THE MIND THAN IN REALITY

Headlines, PublicNet: 16 October, 2000

A survey of eight major sectors of UK business by training consultants TMI for the Institute of Customer Service found that while the importance of complaints was understood intellectually, this was not backed up in practice. This practical undervaluing of complaints has a knock on effect on how they are dealt with. Some 33% of employees surveyed in local government and regulatory bodies said they were less than satisfied with the level of training provided in the handling of customer complaints. A similar number were not satisfied with the recognition they receive for dealing with complaints.None of the sectors surveyed reached world class standards. It was found that many complaint procedures were cumbersome, restrictive and costly. Although complaints are regularly monitored, they are seldom used to educate or improve. Organisations were seen to be paying lip service to customers and their complaints and a lack of customer focus in the design of systems and procedure is in itself a cause for complaint.

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INITIATIVES TO BRIDGE DIGITAL DIVIDE

Headlines, PublicNet: 16 October, 2000

Internet access is expanding rapidly across the UK but while one in two rich families have access the figure for the poorest families is one in twenty. To meet the aim of providing everyone with Internet access by 2005, initiatives have been launched to wire up communities in deprived areas and to make recycled computers available at low cost to low income families.The first pilot of the Wired up Communities initiative goes live early in the new year when some 2000 homes in Liverpool will be brought online. There will be links to the community web with access to government, job, health and education services. Families in these wired-up communities will be offered a range of ways to enhance their lives using new technology. Plans for future pilots will explore the potential for links between schools and the home, including delivery of the National Curriculum, combating absenteeism and keeping track on pupils’ progress.

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ENHANCING TRANSFORMATIONAL LEADERSHIP

Abstracts, PublicNet: 16 October, 2000

Kelloway E K, Barling J, Helleur JLeadership & Organization Development Journal, (UK), 2000 Vol 21 No 3

Start page: 145. No of pages: 5

Sets out the benefits the organization gets from transformational leadership and asks if this form of leadership can be developed. Reports a field experiment in which 40 managers within a Canadian health care organization were given training or counselling designed to develop or enhance their transformational leadership, and their 180 subordinates were surveyed to assess how successful the intervention had been. Concludes that the results replicate other research that found that leadership training and personal feedback resulted in enhanced transformational leadership. However, points out that this research disentangles the impact of feedback and training, indicating that both approaches can be effective on their own. Indicates the implications of this for leadership training.

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