Purpose: While the importance of measuring customer satisfaction levels is well established, less research exists on how organizations operationalize such knowledge. The purpose of this paper is to describe an action research (AR) case study resulting in a workshop model to operationalize the concept of value. The model facilitates organizational…

This publication reports on progress 1 year into the Clinton Administration's "Reinventing Government" initiative, a long-term effort at significantly revamping the federal government's operations. A preliminary chapter notes the culture change involved in the reinvention process. Individual chapters then report progress for each of the…

This publication is part of the study materials for the distance education course, Adults Learning: The Changing Workplace B, in the Open Campus Program at Deakin University. The first part of the document analyzes the relationship between technology, skill, and work within the context of the debates concerning deskilling and managerial control…

This ethnographic study of the creation of a new public university, California State University, Monterey Bay (CSUMB), highlighted the struggle of the founders to build a collective identity based on a distinctive vision for the 21st century. The original plan envisioned a model pluralistic academic community with a culture of innovation that…

A relatively systemic approach to education reform emerged in the 1990s as one way of addressing policy fragmentation. This volume, the last in a set of three, describes the research design of a study that sought to: (1) expand knowledge of state approaches to systemic education reform; (2) examine district, school, and teacher responses to state…

This document presents the findings of a comprehensive study of community organizations in Greater Cape Town from the 1960s to 1988 and the role of those organizations in the struggle for democracy in South Africa. It is divided into four sections. Section 1 presents background information on community organizations in South Africa, defines the…

This book, which is written from the perspectives of an adult education practitioner engaged in helping create empowering work systems in manufacturing, service organizations, city governments, and educational systems, explains how the principles of emancipatory education and the concept of praxis may be used to reshape organizations into…

This study analyzes the gender gap at colleges and universities from an institutional context. It asks what the issues are; in what ways women and men leaders are different and alike; whether the gender gap matters. It discusses the glass ceiling in higher education and how it affects curriculum and administration of the institution. Five chapters…

This text summarizes the state of knowledge in the field of early childhood integration of children with disabilities. The 14 chapters are grouped in sections which focus on relationships, curriculum planning, organizational supports, and values/attitudes, respectively. Chapters have the following titles and authors: "Ecological Perspectives on…

This document explains the concept of sectoral employment strategies and profiles 13 successful work force development programs based on such strategies. The first half of the document examines the increasing need for sectoral employment strategies and their key characteristics, role in achieving systemic change in work organizations, and…

This synthesis of recent literature on school effectiveness offers educators empirical research on which to base plans for staff development and school improvement. The introduction notes the limitations of effective schools research and points out its potential to clarify thought about schools. A section on instruction reviews research on…

Automated office technologies, such as office automation systems, management information systems, teleconferencing, message systems, and robotics, are providing momentum for the trend towards the "paperless office" by allowing new means of carrying out office tasks and aiding in the management of time, data, and messages. The success of these…

The report of the Study Commission on Structure and Governance of Education (commonly known as the Rosenberg Commission), which provoked considerable controversy because of its recommended broad changes, was evaluated by a task force through public and invitational hearings and extensive meetings. The recommendations for elementary and secondary…

This study investigated one school district's transition from a junior model to a middle school philosophy. Numerous documents were examined and individual interviews and focus group discussions were analyzed to reconstruct the process and strategies used to facilitate the institutionalization of this complex change effort. Participant voices…

Key features of the College of Education at the University of Saskatchewan in 1976 and actions that were taken in light of these features over the subsequent two-year period are considered by the College's dean, who began the appointment in 1976. Three major objectives established by the dean were to: increase the institution's productivity in all…