This thesis was the result of a study conducted for the call-centre at the Workers' Compensation Board of British Columbia (WCB). The management at WCB wanted to understand the nature and pattern of calls at their newly opened call-centre. The purpose of this was to provide an efficient customer service while streamlining the flow of calls coming to the call-centre. An extensive data collection exercise was undertaken at the call-centre and two other units of WCB with which the call-centre interacts. The data analysis revealed that a high proportion of calls were related to transfers to these departments. There were also calls related to routine inquiries on claim payment cheques and forms that could potentially be handled by a well designed IVR system. Based on this understanding the development of an effective IVR system was proposed to address the problems that were discovered through documenting the nature and pattern of calls. An extensive review of literature was undertaken to design a new system according to the standard industry guidelines suggested by the best practices and customized to WCB's business needs. Two alternate scripts were developed after analysing the source and purpose of calls to WCB. One was 'person specific' and the other was 'task specific'. The two scripts were tested on students at WCB through a computer-based IVR simulation. The results of the student survey provided evidence that introducing additional options and use of simple and clear instructions in the new scripts could potentially in fact address the problems discovered in the study and they were preferred over the existing WCB script. The IVR simulation is reconfigurable and can be used in future studies to gather further evidence in support of the results obtained in this thesis as well as refine scripts before putting them in a production mode. / Business, Sauder School of / Marketing, Division of / Graduate

No description available.

<p>Since the historic compromise between employers and workers in Germany in the late 1880s, whereby workers gave up their right to sue their employers in return for an administrative system that would compensate them for medical fees and income losses, Workers’ Compensation (WC) has been part of workers' protection against occupational hazards. Neo-liberal globalization, on both the domestic and global levels, with the accompanying the drives to increase productivity and reinforce international competitiveness are, however, undermining WC's effective functioning.<br />The worldwide vulnerability of WC is apparent, and South Korea and Canada are no exceptions. Despite the very different origins and developmental processes of WC in these two countries, in the context of neo-liberal globalization they seem similarly directed. The research aims to develop a comparative and contextualized analysis of the development of WC in these two countries, and to develop a critical analysis of the erosion of welfare through the recent changes in WC in them. Two research questions are thus explored: a) How has WC in South Korea and Canada developed since its adoption?; and b) How have the recent changes in WC in these two countries eroded the notions of the “welfare state” and “citizenship”, which are key to WC’s original purposes?<br />Using comparative policy analysis based on documents review, this research suggests that the advent of WC in Canada was a spontaneous response to social circumstances that demanded an institution to deal with the increase in occupational accidents that accompanied industrialization in the early 1900s. Conversely, WC in South Korea was established through the government imperative for economic growth and its other political purposes, which are typical features of the developmental welfare models.<br />The initial development of WC in Canada was thus radically different from its counterpart in South Korea; but recent reforms in the two countries demonstrate how neo-liberal ideology and managerialism have both led WC in the same direction. For instance, the employers' financial incentive of the experience rating system prevents the compensation of injured workers, and eventually renders WC ineffective as a social safety net. Early return-to-work programs are consistent with the “welfare-to-work” model for injured workers, and amount to a method of shifting costs from employers to public tax payers. The WC reforms in question, in both countries, reflect a very narrow and restricted conception – a neo-liberal conception – of citizenship.<br />These “anti-labour” elements of social insurance for injured workers are mainly products of neo-liberal globalization, which emphasizes efficiency and competitiveness above all else. In the context of neo-liberal managerialism, a number of workers in developed countries who are, mostly, non-regular and migrant workers are precluded from the protection of WC. While workers in the North are implicitly marginalized, their counterparts in the South are explicitly ignored by social security systems.</p> / Master of Social Work (MSW)

published_or_final_version / Public Administration / Master / Master of Public Administration

Thesis (Ph.D.) - Carleton University, 2005. / Includes bibliographical references (p. 301-313). Also available in electronic format on the Internet.

The intent of this paper is to discuss how the recent court rulings on the current workers compensation statutes will impact the rules to Florida’s workers compensation laws. Workers Compensation system is a social justice system that protects both the employer and employee. Employees that are injured while in the course and scope of their employment give up the right to sue, making workers compensation an exclusive remedy. In exchange for giving up that right, the injured worker receives statutory benefits in a no-fault system. This paper covers the legislative changes over the years that have impacted the constitutionality of the system and discusses how these changes have failed to uphold the legislative intent and design of the entire system. It covers the decisions rendered by the Florida Supreme Court and discusses the implications of those decisions.

This study assessed the predictive validity of four independent factors (Rotter Locus of Control Scale, Safety Locus of Control, Organizational Attribution Style Questionnaire, and Rosenburg Self-Esteem Scale) in the establishment of a measure of safety consciousness in predicting on-the-job injuries and the filing of workers' compensation claims. A 125-item questionnaire was designed and administered to assess participants' disposition on each of the four psychological dimensions, demographic data and on-the-job injury information.

Sun, Yu. / "August 2010." / Thesis (M.Phil.)--Chinese University of Hong Kong, 2010. / Includes bibliographical references (leaves 239-245). / Abstracts in English and Chinese. / TABLES AND CHARTS --- p.iv / REGULATIONS AND ABBREVIATIONS --- p.v / Chapter CHAPTER 1 --- INTRODUCTION --- p.1 / Chapter CHATPER 2 --- CONSTRUCTING A FRAMEWORK FOR COMPENSATING WORK-RELATED INJURY: AN IMPORTANT MISSION --- p.31 / Chapter CHAPTER 3 --- WORKERS' COMPENSATION SYSTEM IN CHINA: STRUCTURE AND PROBLEMS --- p.60 / Chapter CHAPTER 4 --- WORKERS' COMPENSATION MODEL THEORY AND ITS CHANGE THROUGH GLOBAL PERSPECTIVE --- p.112 / Chapter CHAPTER 5 --- FEASIBLE STRUCTURE FOR WORKERS' COMPENSATION SYSTEM IN CHINA --- p.146 / Chapter CHAPTER 6 --- FURTHER REFORM CONSIDERATIONS FOR WORKERS' COMPENSATION SYSTEM IN CHINA --- p.201 / DETAILED TABLE OF CONTENTS --- p.233 / REFERENCE --- p.239

No description available.

Workers’ compensation originated internationally because of the need to address the plight of workers and communities left destitute due to occupationally sustained disabilities or death. This study examines how the right to no-fault compensation developed in South Africa in comparison to the comparable law in Canada and Australia. Specific limitations regarding the right to workers' compensation pursuant to the South African compensatory laws were identified. Limitations identified include the persons falling within the ambit of the law, circumstances creating a right to compensation, the right to claims for increased compensation uniquely provided for in South African compensatory law and founded in the negligent conduct of employers as well as common law redress for damages. The background of the administrative remedy in the form of the right to compensation for occupational injuries and diseases ought to be seen in the light of the Constitution of the Republic of South Africa 1996. / Mercantile Law / LL. M.