Manufacturing support services, operating as call centres, are one of the fastest growing and preferred means of service delivery in today's ever-changing manufacturing environment. The call centre has a significant potential to provide support to manufacturing organizations with business intelligence captured during contacts with customers. Research has shown that affective commitment is of particular significance in the workplace since this has been found to have the greatest impact on individuals performance, on-work behaviour and ultimately organisational effectiveness (Porter, Steers & Boulian 1974, Sung 2007, Shum 2008, Herscovitch 2002, Gong 2009). Meyer and Allen (1991) define affective commitment as a measure of the employee's emotional attachment to the organisation, the strength of identification with the goals of the organisation and strength of commitment to its success and continuous improvement. However, call centres are mechanistic structure models represented by close monitoring of words, stressful working loads, emotional exhaustion and burnout, and minor empowerment of employees. As a result employees lack affective commitment which detrimentally influences the service quality and has consequences such as high employee turnover and low customer satisfaction. Mechanistic structures are inward oriented structures that must be shielded from the environment but call centres are outward-facing entities. This firmly implies that call centres must be given a certain form of organic structure that will stimulate affective commitment building among employees and improve work conditions. This study aims to identify that by the implementation of an organic structure, through a systems engineering approach, to the design of manufacturing support services, the affective commitment of front-line employees will significantly increase, and due to that significant, but often counter-intuitive, benefits can be created. Conducted on a multiple-case design, three organisations were selected in this research study to collect both qualitative and quantitative data. Results were analysed for each case individually before it was analysed on inter-case basis. This has been done to show differences and similarities in patterns of data across the case studies. Results from the research show that structuring call centres around the principles of systems thinking will produce an organically structured support services department that will improve employees working conditions, and will formally institute the integration of call centre with other business units in the manufacturing organisation. The cross-case comparison revealed significant improvement in employees affective commitment level using organic structure when contrasted with employees working under mechanistic structure designs. It was revealed that by leveraging employee s affective commitment that significant benefits can be created at different levels in the organisation; an employee s level, managerial level, customer level, and the overall business level. A novel methodology for organic structures implementation, as a value creating model, was formulated. The emerged methodology consists of six major tasks and a decision making criteria. Results from this research indicate that there is a need for manufacturing organisations to structure their support services departments following organic structures that could provide a rewarding working experience for their employees while achieving organisational goals. The study makes an explicit practical contribution for manufacturing organisations in the selection of proper support service design and contribute substantially to the theory about manufacturing support services structures and management.

Cette thèse étudie le choix optimal du système de retraite en Palestine. L'économie palestinienne se caractérise par un très faible niveau de protection sociale et un taux de pauvreté élevé .Le premier chapitre présente une analyse de l'environnement démographique, social et économique en Palestine. Le deuxième chapitre propose une revue de littérature sur les systèmes de protection sociale. Le troisième chapitre analyse le taux d'accès au système de protection sociale en fonction de différentes s caractéristiques socio-économiques. Le quatrième chapitre présente une analyse économétrique de la décision de participer au système de retraite. Le cinquième chapitre, en mobilisant le modèle PROST (Banque Mondiale), propose une analyse prospective du système de retraite en Palestine. L'étude prospective détermine le taux de cotisation approprié en fonction de plusieurs scénarios de chômage et son impact sur l'équilibre du système de retraite en prenant en compte la situation spécifique des femmes en Palestine. / This thesis aims to explore the optimal choice of retirement system for the Palestinian case motivated primarily by the problems of high poverty rate and the noticeably low coverage rate of social security.Accordingly, the first chapter focused on the environmental analysis of the Palestinian case. The second chapter focused on the literature review of social security. The third chapter explores the access rate to social security systems in each aspect of social security by socioeconomic characteristics. While, fourth chapter present an econometric analysis about the decision to participate at the pension system. Finally, chapter five presents and discusses guidelines for an optimal alternative pension reform followed by a projection test for proposed parameters of DB scheme using PROST model (World Bank) in several scenarios. The results determined the most important characteristics that increase the probability to participate to a pension system. Further, the projection shows the proper contribution rates in each unemployment scenario and its impact on the balance of the system and adequacy of income given the specific situation of females in Palestine.

The research was aimed at addressing the challenge of evaluating a large scale change intervention in a large organisation and in a complex environment. Finding robust, meaningful yet realistic methodologies from among the array of possible approaches, methods and techniques has proved problematic, for both organisational practitioners and academics alike. The research explored this issue of choice from the perspective of 'fit for purpose' and suggests a multi-faceted approach, using a range of evaluation methods and techniques, which were applied to an ongoing example at the BBC. It was also planned to use structural equation modelling (SEM) techniques to examine the relationships between variables critical to the study. The approach described represents a 'pilot' evaluation exercise, which drew on data collected from early cohorts going through the BBC Leadership Programme, a key element of the 'Making it Happen' change strategy initiated by the then Director General, Mr. Greg Dyke. As a second level of research, an evaluation of the primary evaluation itself, i.e. of the BBC Leadership Programme, was also undertaken to assess the effectiveness of the primary evaluation strategy and its implementation. Three hypotheses were examined in terms of programme impact: It was proposed that participation in the programme would bring about collective improvements in individual leadership behaviour (Ho1), leading to improved departmental performance across the business (Ho2), in turn, resulting in improved organisational performance (Ho3). Due to limitations in the application of the methodology it was not possible to use SEM analyses on the data collected. Alternative analyses failed to demonstrate conclusive support for all three hypotheses and, while other factors besides programme attendance appear to influence leadership performance the afore-mentioned limitations restrict the ability to draw firm conclusions. Following evaluation of the primary evaluation it was evident that, as a pilot exercise, important outcomes from the programme evaluation give rise to 'lessons learned' and changes are suggested for any future evaluation exercise of this kind.

La présente thèse s'intéresse à trois acteurs du financement des régimes de retraite : le législateur, l'assureur et l’individu. Dans un environnement en proie à un comportement déviant du marché financier et à des évolutions démographiques défavorables, le rôle de ces parties prenantes doit impérativement faire l’objet d’une réévaluation pour relever le défi de la pérennité du financement des retraites. L’étude de la règlementation et de la conception des régimes a été réalisée en intégrant des caractéristiques types du futur paysage des retraites, telles que le poids de plus en plus important du risque assumé par l’individu ou l’éventuelle participation d'investisseurs boursiers dans l’offre de contrats. Les conclusions de cette étude permettent de dégager des orientations en vue de la gestion du risque de longévité pour les individus, une évaluation de l’attrait de l’exposition au risque de longévité pour les investisseurs, des informations sur l’élaboration des contrats pour les assureurs ainsi que des propositions, pour les décideurs politiques, de mesures règlementaires favorisant la durabilité du paysage des retraites. / This dissertation examines three stakeholders in pension finance: the individual, the policymaker, and the pension provider (e.g., an insurer or a pension fund). In a setting beset by unforseen financial market circumstances and demographic changes that disfavor financial security in retirement, a re-evaluation of these stakeholders’ role is necessary. We explore the regulation and design of retirement plans by incorporating features that characterize the future retirement landscape, such as the increasing burden of risk borne by the individual, and the potential involvement of market investors in the provision of retirement contracts. The implications of our findings encompass guidance for individuals in managing longevity risk, evaluation of the appeal of longevity risk exposure to investors, insights on contract design for the insurer, and proposals to the policymaker on regulatory measures that foster a sustainable retirement environment.

This study examined impact of national culture on human resource management (HRM) functioning in present-day Pakistan.