This thesis explores the impact of changes in health policy introduced by Conservative administrations in the period 1987 to 1995 on the definition, management and control of professional work within general medical practice. The research underpinning this work combined secondary analysis, large-scale primary fieldwork and qualitative research with clinicians and managers. The first stage of primary fieldwork was conducted during the period September 1994 to June 1995 and consisted of a postal survey of 750 practices across England and Wales. This was followed up with a second phase of research involving depth interviews with managers and clinicians, delivered in the period July to November 1995. This pluralist methodology sought to connect micro and macro levels of analysis in exploring the relationship between the state, professions and managers in primary care. The research explores the extent to which a number of professional freedoms have been challenged by policy change including political, economic and technical autonomy and the extent to which this had changed the position and rewards of managers in general practice. Employing a multi-dimensional approach to the analysis of power this thesis suggests that prevailing theories of a decline in professional power, based primarily on economic relations at the macro level cannot account for the complexity of relations found in UK general practice. Further, studies focusing at the collective level of bargaining between the state and the medical profession in the UK have over-estimated the impact of policy change due to a neglect of study at the micro level. Rather this study has revealed a complex picture of both continuity and change in which general practitioners have lost, retained and in some cases extended their power as a result of policy initiatives. Whilst professional freedoms have remained relatively intact, the impact of policy change on the occupation of Practice Management has been more significant, with prevailing discourses of `managerialism' creating gendered struggles over the definition and meaning of management in primary care. This work therefore calls for a multi-dimensional account of social life which can explain the complex interaction of differing sites of power, within which a wide range of power resources are deployed. Further this work would endorse a dynamic concept of power in which 'patterns of interaction' (Bradley 1999) are fluid and changeable rather than fixed and self-sustaining systems. It is argued here that constraints on social action are created by the history of past agency, embedded in institutions and social practices that both shape, and are shaped by the agency of individuals.

Change is a timely issue across organisations, particularly since the start of the economic crisis, and especially within English local government. Yet, this question remains dominated by macro and micro explanatory models which tend to exclude conflict, mess and power in favour of enumerating universalistic steps or leadership factors for successful change. This thesis problematises this literature, drawing on Laclau and Mouffe’s (1985) political discourse theory and its mobilisation by critical management studies of organisational change. Three avenues are identified to further this literature. First, the organisation is analysed as an ongoing and fragile hegemonic project in which spaces are defined and consent must be constantly renewed. Second, the organisation is recast as a discursively constituted ‘site’ within a flat ontology, where change is not the result of some ‘bigger’ phenomena such as neo-liberalism or austerity, but instead is the product of situated articulations, disparate demands being mobilised as threats or opportunities requiring change. Finally, a third proposition articulates leadership in organisations as a set of multiple and changing practices, pragmatically deployed by organisational players. In exploring those avenues, a five-step ‘logics of critical explanation’ approach is deployed, characterising organisational change practices according to social (rules and norms), political (inclusions and exclusions), and fantasmatic (fears and hopes) logics (Glynos and Howarth, 2007). A nine month case study of an English County Council and its local strategic partnership’s organisational change project, Integrated Commissioning 2012 (IC 2012), is analysed to problematise the emergence, transformation and failure of practices of change in organisations. Rather than a set of factors or top-down causes and effects, this research demonstrates how change, organisations and leadership are best explained as discursive constructions, where a set of conditions drawn from a given site must be problematised. This research contributes to critical explanations of organisational change politics in three ways. First, by developing the concept of hegemony and hegemonic spaces, this thesis evidences how organisations and change are the result of ongoing struggles, consent being notably gathered by the constant refuelling of the fantasmatic appeal of change. Second, framing the organisation as a site generates a more complex, situated and dynamic understanding of the mobilisation of disparate demands within change discourses. Third, by considering leadership as a set of changing discursive practices and developing four situated dimensions of leadership in the case study, this research adds to critical leadership studies and discursive discussions of the role of individuals in organisational politics.

The study presented in this thesis investigates Offshore Information Technology Outsourcing (IT offshoring) relationships from clients’ perspective. With more client companies outsourcing their IT operations offshore, issues associated with the establishment and management of IT offshoring relationships have become very important. With the growing volume of offshore outsourcing, the numbers of failures are also increasing. Therefore, both clients (service receivers) and suppliers (service providers) face increasing pressure to meet with the objectives of IT offshoring initiatives. Improving the quality of the relationship between client and supplier has frequently been suggested in the literature as probable solution area, however not much literature and empirical evidence is available in this respect. The aim of the study is to make a theoretical and practical contribution by studying the interplay between the critical factors influencing the relationship intensity level of the exchange partners and suggest measures that can potentially increase the success rate in IT offshoring engagements. The objectives of this study are: 1. To identify the relevant critical factors and explore its causes and effects (antecedents and consequences) on the relationship intensity significance level. 2. To develop an integrated conceptual framework combining the hypothetical relationship among these identified critical factors. 3. To empirically validate the conceptual framework. To accomplish the first objective and building the theoretical platform for the second objective, three research questions are identified and answered through empirical study backed by literature evidence. The second objective is addressed through an integrative conceptual framework by analysing the related studies across other disciplines, gaps in the existing theories and models in the outsourcing literature. Coupled with literature gap analysis, the researcher adopted some of the relevant features from across various disciplines of management and social sciences that are relevant to this study. After that, the third objective, the research hypotheses are validated with empirical examination conducted in Europe. Seven research hypotheses are developed based on literature analysis on the relationship of the key constructs in the conceptual framework. This study is explanatory and deductive in nature. It is underpinned mainly by a quantitative research design with structured questionnaire surveys conducted with stratified sampling of 136 client organisations in Europe. Individual client firm is the unit of analysis for this study. Data analysis was conducted using partial least squares (PLS) structural equation modelling techniques. In this research, empirical support was found for most of the research hypotheses and conclusions of the study is derived. An investigation into trust as a concept is used to denote relationship intensity, as the central construct of the framework. The validated conceptual framework and tested hypothesis results are the main contributions of this study. The results of this study will also be useful in terms of adopting the conceptual framework linked with hypotheses as a point of reference to begin with, in order to accomplish a healthy exchange relationship. However, a further deep dive and fine tuning the sub-units/composition characteristics of each critical factor may be needed for individual outsourcing initiative(s). This study is particularly relevant to the client-supplier firms already engaged in a relationship but can also be useful to those clients who are planning to begin their journey in IT offshoring in the near future, as a preparatory platform.

In recent years, call centres have been considered as an integral part of the modern businesses, since they play an important role in providing service delivery functions to their customers. A well-managed call centre, therefore, is crucial to ensure high level of customer satisfaction in today’s competitive market. In order to achieve a high standard, managers of call centres face a very difficult set of challenges. At the top level, they must strike a balance between two powerful competing interests: low operating costs and high service quality. On a day-to-day basis, while simultaneously keeping low costs and high service quality, those managers must also employ appropriate techniques and tools in order to evaluate the true performance of their operations accurately. Such tools play a vital role in understanding the current system performance, evaluation of any proposed enhancement scenarios, and optimising operations management decisions under any unexpected operating conditions. One of traditional operations management challenges for call centre managers is to tackle the multi-period human resources allocation problem. In this thesis, the staffing and staff scheduling decisions in single-skill inbound call centres were studied. These decisions are normally made under strict service level constrain in the presence of highly uncertain operations and demand of call centre services. Neglecting such uncertainty may lead to unrealistic decisions. The objective of this research thesis was to propose a framework to enhance the call centre performance through taking realistic optimal staffing and scheduling decisions. Realistic optimisation requires realistic modeling (evaluation) of call centre operations which is the main focus and contribution of this research. The proposed framework has combined statistical, simulation, and Integer Programming (IP) techniques in achieving realistic optimisation. The framework begins by developing stochastic statistical data models for call centre operations parameters which are divided into service demand (arrival volumes) and service quality (service times, abandonment volumes, and patience time) parameters. These data models are then fed into a simulation model which was developed to determine the minimum staffing levels in daily an-hour periods. Finally, these staffing levels are considered as input to an IP model that optimally allocates the service agents to the different operating shifts of a typical working day. Application of the proposed framework to a call centre in Libya will also be presented to illustrate how its staffing and scheduling decisions could be improved by using the model.

Healthcare assistants (HCAs) have been a longstanding feature of the Irish health service workforce albeit under different guises such as nursing auxiliary or nursing aide. However, concerns have been growing about this workforce since scandals in the UK (Winterbourne View and Mid-Staffordshire) and Ireland (Aras Attracta) reported appalling standards of care being administered by unregulated care assistant staff members to vulnerable adults in residential settings. Whilst recognising these concerns and acknowledging that the role continues to evolve and grow in significance from a policy perspective no proposal has being posited for the professional regulation for this occupational group. The purpose of this study is to explore the changing role of Healthcare Assistants in Ireland and to consider the potential need for professional regulation in the public interest. This thesis makes use of two central theories proposed to explain the pattern and motivation of professional regulation in healthcare, public interest theory and public choice theory. An explorative in-depth case study approach combining a number of different data-gathering methods, including focus groups with HCAs, semi-structured interviews with senior managers and other key stakeholders and document analysis, was adopted. The findings reveal the existence of a three tiered HCA workforce – qualified, part qualified and unqualified that is a source of confusion at the interface between HCAs and registered nurses for delegated tasks and subsequently viewed as a risk to patient safety. This study makes a valuable contribution to a neglected area of knowledge by presenting for the first time the views of HCAs and senior managers regarding professional regulation for the evolving HCA workforce in Ireland. The study also makes a valuable contribution to practice by developing a series of recommendations regarding regulation and governance of the HCA workforce.

La question des implications sociales et environnementales des activités économiques et de leur gestion ou gouvernance traverse aujourd’hui largement le champ académique des sciences de gestion. Pour autant, le potentiel transformateur de cette RSE continue largement de poser question. Les auteurs nourrissant une analyse critique de cette dernière arguent que, plus qu’une transformation ou qu’une démocratisation des espaces de régulation de problématiques sociales et environnementales devenues transnationales, la RSE serait à resituer dans une analyse des rapports de force à l’œuvre. A défaut d’inclure les différents intérêts en présence, la RSE prendrait finalement la forme d’un pouvoir discursif offrant au contraire le maintien et la perpétuation de pratiques et asymétries de pouvoir inchangées, et marginalisant les opposants ou témoins susceptibles de contrevenir à cette continuité. Inscrit dans le courant des perspectives critiques en management, ce travail doctoral s’est donné pour projet de venir comprendre et mettre au jour les rouages et procédés permettant l'édification d’une puissance industrielle à même de fermer les issues en sa défaveur et d’assurer les conditions de sa propre perpétuation. Ce travail accorde en particulier une place centrale aux implications et aux marges de l’histoire, offrant de considérer les moyens dévolus à la mise en impuissance des contestations et tentatives de remise en cause de cet ordre dominant, et dans le conteste de politiques de RSE. Quelles modalités, mécanismes ou boîtes noires viennent sous-tendre le processus de légitimation des entreprises vis-à-vis des externalités sociales et environnementales qu’elles produisent ? Quelles techniques ou technologies du pouvoir viennent-elles mobiliser pour se constituer en macro-acteurs légitimes ? Comment permettent-elles leur maintien et leur renouvellement en dépit des conflits, des contestations et des dénonciations venant les remettre en cause ? Pour permettre l’analyse de ces différents points, une étude exploratoire fut réalisée et prolongée de l’étude du cas Weda Bay Nickel, projet minier développé par la multinationale française Eramet dans une lointaine Indonésie. Inscrite dans une posture constructiviste pragmatique, la démarche qualitative adoptée cherchait à comprendre et à déconstruire ce projet minier, présenté comme exemplaire en matière de RSE et pourtant largement contesté, par la recension systématique des documents produits et publiés à son sujet, la réalisation d’interviews auprès de diverses parties prenantes (N=41), ainsi qu’une ethnographie de trois semaines principalement effectuée dans la baie de Weda, et plus largement dans la province indonésienne des Moluques du Nord, constituant le théâtre de son implantation.Inscrit dans la tradition des postures analytiques descriptives et narratives, ce travail doctoral propose une mise en récit processuelle du cas offrant de caractériser le contexte de fabrication d’une puissance WBN et de mettre au jour sa transformation d’hypothèse spéculative en projet de développement ne pouvant plus qu’advenir, produit des contingences de l’histoire, de la nécessité de retour sur investissement auto-générée et d’un réseau d’intérêts bien compris. Par ailleurs, la mise en impuissance des contestations, révoltes et mobilisations s’étant faites jour à son encontre sera également étudiée, de sorte qu’elle se voit reconnaître sa place de produit des échecs successifs subis par une contestation bien réelle et active. Aussi, plus qu’un pendant inéluctable de la puissance, l’impuissance collective des acteurs s’étant opposés au projet minier WBN se présentera comme un construit, le produit d’une fabrique où les pouvoirs de cadrage et de contrainte des partisans de la mine apparaissent finalement moins empreints d’une quête de légitimation, qu’apparentés à un processus d’écrasement vécu comme indiscutable et irréversible par les parties prenantes sans pouvoir. / The academic field of organization studies has paid, in the past several years, a growing attention to the social and environmental impacts of economic activities, to their management as well as their governance. The idea of a corporate social responsibility (CSR) came to materialize and embody the commitment of corporations against unsustainable activities, even if the voluntary or constrained character of this phenomenon remains a matter of debate. Additionally, the prospects of CSR in terms of concrete transformations leading to more sustainable and democratic practices are still questioned. Critical scholars of CSR have, more recently, tackled these issues by pointing to the need for bringing power struggles back in the study of CSR. Although CSR principles aim at managing a multiplicity of stakeholders, critical scholars have highlighted that CSR practices took shape as a discursive power designed for maintaining and enforcing existing practices and power asymmetries, thanks to a marginalization of protestors and those trying to threaten their continuity.This doctoral project is precisely drawing upon such critical perspectives on CSR in order to understand comprehensively the political mechanisms according to which a corporate power manages to rise so as to counter potential protests and secure its own perpetuation. More particularly, this project devotes a significant attention to the implications of such corporate power on powerless stakeholders, highlighting the specific means implemented to manufacture powerlessness, starting from the following research questions: what are the modalities, mechanisms and black boxes upon which the legitimation process of corporations’ social and environmental impacts relies? What are the techniques and technologies of power designed and implemented by corporations in order to do so? How do they manage to maintain and renew their power in the face of struggles, contests and denunciations trying to challenge it?The design of this doctoral project relied on two different stages: an exploratory study of a multiplicity of CSR discourses articulated within and around a political CSR arena of the mining industry ; an in-depth case study of Weda Bay Nickel, i.e. a mining project undertaken by a French multinational corporation, Eramet, in far-off Indonesia. The methodological background of the doctoral project draws upon pragmatic constructivism and qualitative methods in order to comprehend and deconstruct the paradox according to which the Weda Bay Nickel case is at the same time praised for its exemplariness and fiercely contested. Data collection consisted in a systematic inventory of published data, interviews with a multiplicity of stakeholders (N = 41), as well as a period of three weeks ethnography in the Indonesia North Maluku region, where the mining deposit is located. Data analysis was conducted following a descriptive narrative approach, allowing for the production of a narrative which starts from the context of manufacture of corporate powerfulness, from a mere object of geological then financial speculation to a project of development that must be achieved, thanks to historical contingencies, return-on-investment self-fulfilling imperatives, as well as the forging of a coalition of interests. The narrative continues to portray the manufacture of powerlessness of protesters, rebellions and social movements, highlighting that the failure to contest corporate power cannot be associated to a powerlessness per se. Accordingly, the manufacture of powerlessness is shown to be of a socially constructed nature, relying on the implementation of framing and coercive forms of power by the corporation and its allies. Framing and coercion being the cornerstones of a policy that seems to go far beyond a search for legitimation. Instead, they can be subsumed into the idea of a domination process, experienced as non-disputable and non-reversible by the powerless stakeholders.

Many organizations have started to adopt knowledge management as one of their strategic initiatives that is to create, retain, share and use the valuable knowledge assets to achieve the organisational objectives. Although knowledge management (KM) is mainly adopted by the private sectors, the Knowledge-based Economy Master Plan, which was launched in 2002 by the government of Malaysia, has encouraged the public and government sectors to value and exploit their knowledge assets. While knowledge comprises both explicit and tacit, many organisations have created knowledge management teams with various KM designations/positions, led by Chief Knowledge Officers (CKOs) to manage the organization knowledge assets. As KM is considered a new, multifaceted and an evolving discipline, frameworks pertaining to KM activities are still lacking. Regardless of which approach an organisation embarks on, there must be a 'shared understanding' of the organisation KM direction so knowledge assets could be capitalized at every level in the organisation. It is crucial for KM team members being able to introduce and promote the organisation's KM direction; therefore, those who are responsible for managing the initiatives should have adequate skills and knowledge to perform their KM tasks. Besides having some managerial and generic competencies, KM team members must also have some essential technical skills (KM-related skills). The research highlighted two research questions - how do KM managers interpret the essential KM-related competencies needed in supporting their KM tasks? and how do these required KM competencies influence KM managers' attitudes towards KM-related training needs to improve their KM understanding and implementation? From the social constructionist philosophical stance, this interpretive study uses the qualitative research approach to explore and investigate the essential KM-related competencies required by KM managers in performing their KM tasks and how they influence the attitudes for KM related training. Adopting a qualitative case study approach, the researcher made a study of KM managers of XYZ; an organisation that adopted a strategic KM approach. An E-focus group was conducted for the pilot study and face-to-face interviews were used to understand the phenomenon based on the experience of KM managers. Findings suggested that six essential KM-related competencies are needed by KM managers; KM overview, Corporate Taxonomy, Communities of Practice (CoPs), KM Tools, Knowledge Measurement and Information Management. This is to make sure that KM could be easily justified in the terms of the benefits to the management and employees, especially relating it to the economic gains. Those competencies were also suggested based on their difficulties in delivering some KM activities such as measuring knowledge, developing taxonomies and establishing appropriate KM tools and CoPs. Indeed as KM managers' suggestions and views on KM competencies come from their KM involvements, KM managers also admitted that those competencies had influenced their preferences towards KM-related training. KM managers prefer some advanced KM-related courses and also certified KM training. The findings have implications for HR/KM personnel and researchers at XYZ as well as others in general. Hence, the major contributions of this research include the following: a. KM competencies framework for KM professions which contributes to b. Demonstrates the implications of the required KM competencies on training preferences c. Presents the design and development of an alternative way of data collection method in conducting e-focus group using blog.

Since the 19th century School Governors have gone through an extended period of change. The most recent legislative changes related to the New Relationship with Schools Agenda (NRwS) will challenge Governing Bodies and highlights the need for effectiveness and accountability. Today state secondary schools are legally required to have a corporate Governing Body which is responsible for appointing the Head Teacher, for strategic planning and for standards. Governors are representative of the community they serve and are expected to be `critical friend' to the Head Teacher. This research is aimed at developing a method of helping Governors become more effective by: examining empirically their performance and effectiveness; investigating the nature of volunteering; exploring the distinctions between School Governor practices and those of Non-Executive Directors in the business sectors; identifying not only the bathers to effectiveness but individual and organizational factors which enable a Governing Body to become more effective and then developing Model Guidelines which will help them to carry out its role more effectively. To achieve these aims an ethnographic methodology is used and the data gathering methods included: a pilot questionnaire survey; a pilot self evaluation exercise with a school experiencing problems; a questionnaire survey; a pilot elite interview; elite interviews with five experts and fieldwork in two state secondary schools. Most of the literature tends to focus on factual information whereas this study, whilst an academic piece of research, it is also intended to be a working tool for Governors. The findings are largely consistent with the literature; thirty two issues of concern have been identified. These in turn have been translated into five key issues, Governance and Structure, Guiding Principles, People and Processes and Conduct all within a culture of Review and Self Evaluation. The fifth key issue highlights criteria considered essential to the development of the Model Guidelines. The five key issues identified by the research constitute the parameters for the explicit, generic, applicable and hitherto unavailable Model Guidelines for School Governors.

There is intensive research in international business studies exploring strategic decisions relating to the choice of entry mode. As a frontier issue the choice of entry mode has been widely recognised as being one of the critical decisions in a firm's internationalisation. However, most of the research primarily focuses upon Western multi-national enterprises (MNEs) rather than small-medium sized enterprises (SMEs). Recently, interest in the international business activities of SMEs has been increasing. Nevertheless, little has been done in light of the choice of entry mode in the SME sector, especially for SMEs from developing countries. This study explored how Chinese SME managers make their strategic market entry choices when entering the UK to address the issue of whether Western MNEs' foreign investment theories are applicable to Asian SMEs. The decision making of entry mode choices involves complicated social processes such as social relationships both in and outside the firm. This research takes a social constructionist paradigm, trying to understand and interpret the Chinese SMEs decision maker's unique experiences, perceived values and embedded Chinese culture that can have great impact on their choice of entry modes. Cohering with this philosophical stance, 10 Chinese SMEs managers in the North East of the England were involved in qualitative interviews and data was analysed through template analysis. The findings of this thesis offer a more holistic picture of SME managers' decision making in terms of their entry mode choices. This study is inconsistent with the more classic motives of firms' internationalisation, such as securing raw materials and seeking low-cost labour as it reveals 2 previously unrecognised motives of Chinese SMEs' internationalisation, namely `seeking entrepreneurial freedom' and 'building their own international teams'. Moreover, 4 entry modes were used by the Chinese SMEs' entering the North East of England markets, including direct exporting, joint venture and wholly-owned subsidiary and internet entry mode. Interestingly, the joint venture mode used by Chinese SMEs in this study is operationally different from traditional joint ventures. Furthermore, a number of influencing factors emerged from the Chinese SME managers' accounts: firm-specific factors, strategy-factors, product-specific factors, networks and social culture factors and the decision maker's personal characteristics. In drawing upon their motives, influencing factors, and entry modes a 3-stage decision making process was discovered which combined rational and cybernetic strategic approaches that have been adopted by Chinese SMEs managers at different levels. Contributively, this study offers alternative understandings of the choice of entry mode. By drawing upon experiences of Chinese SME managers it extends the foreign investment theories based on Western-MNEs and offers a contribution to practice grounded in an Asian-SME context. Significantly, this thesis develops a practice-based framework by integrating factors into the whole decision making process, providing practical guidance for SME managers to inform their entry mode choices.

This study investigates the characteristics of first line managers (FLMs) required to manage absence 'effectively' within Gateshead Metropolitan Borough Council. An important theoretical contribution to knowledge is made by focusing specifically on the role and impact of FLMs which is an issue that has previously been identified as being important, but has not been researched specifically. A wide range of literature was explored from the fields of health management, psychology and business management to present a clear picture of the key issues involved in absence management. Discussions are provided on personal, organisational and group level characteristics which have been found to have an association with levels of employee absence, before looking at best practice in the management interventions that can be used. Five major hypotheses were generated from the literature and were further broken down into 21 testable sub-hypotheses. A positivist approach was taken using a quantitative methodology in order to meet the objectives of this study. This consisted of a range of research methods including a survey to FLMs, policy analysis and analysis of internal organisational documents. Using this variety of methods a clear picture of existing practices was developed and then analysed. This extensive methodological approach makes an interesting contribution to this research field and is in response to some earlier criticisms of research designs in this area. The survey results show multiple statistically significant relationships between variables and levels of absence including; the age of the FLMs; the division (p=0.01) and departments (p=0.02) in which the FLMs work, and their levels of knowledge of the organisation's absence management policy and procedures (p= 0.048). This allowed the rejection of the null hypotheses and states that there is an association between these variables and levels of absence of the FLMs' employees. However, there are also other interesting results that are of high practical significance despite the results not being statistically significant. This includes looking at relationships between variables such as career history and relationships with other stakeholders, when correlated with the absence levels of the FLMs' employees. The main results from the other research methods utilised in this study demonstrate that there is some ambiguity over responsibilities for managing absence and that absence management is not fully integrated into associated HR policies. Despite attempts to implement best practice interventions, there remain some indications of differences between rhetoric and reality. Recommendations for the organisation include the need to include supplementary details in their absence management policy and to condense the seven existing documents into one comprehensive policy guide. In addition the organisation needs to support their FLMs so that they understand exactly what their role in absence management entails and how and when they should work in partnership with other stakeholders.