Front-line People Research Articles

Organizational Climate Management, Rewards, Emotional Intelligence, Job Satisfaction and Organizational Commitment in Insurance Agent in The Jabodetabek Region

Insurance agents are the front-line people who win premiums for insurance companies. Therefore, its presence must be promoted and maintained in order to have a high degree of organizational ties with the company/organization. Agent development and maintenance efforts can be driven by a variety of variables that are directly or indirectly influenced, including organizational climate, achievement, emotional intelligence, and job satisfaction. This study uses descriptive and explanatory methods; the sample used is the 10 life insurance companies with the largest market share in Greater Jakarta (Jabodetabek). Data analysis using bin and path analysis. Regional interval analysis results show that organizational climate is favorable; rewards, emotional intelligence, job satisfaction, and organizational commitment are at high levels. Additionally, the results of the path analysis show 1) organizational climate and emotional intelligence, which, in turn, partially or simultaneously affect life insurance agents, 2) organizational climate and job satisfaction, which, in turn, partially or simultaneously affect life insurance agents, 3) organizational climate and rewards, organizational life commitment Partially or simultaneously from insurance agents, 4) organizational climate and rewards affect organizational engagement through life insurance agents' emotional intelligence, 5) organizational climate and rewards affect organizational engagement through life insurance agents' job satisfaction, 6) emotional intelligence and Job satisfaction partly or simultaneously affects the organizational engagement of life insurance agents.

Manajemen Pelayanan Administrasi Kependudukan Tutul WhatsApp di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Magetan

This study aims to determine how the Management of Population Administration Services by WhatsApp (PAKTUWA) in the Department of Population and Civil Registration of Magetan Regency and to find out there is or not a gap that occurs in the service management. This study uses the service triangle model describing a service triangle model based on strategy, frontline people or HR, and friendly customer system. Gap model described to find out there is or not a gaps between gap 1 - 5 in the service management. This is a descriptive qualitative research, through interviews, observations and documentation studies. The sample selected by purposive sampling, The data validity used source triangulation. Data analysis technique uses Miles and Huberman model. The results of this study, the management of population administration services using whatsapp (PAKTUWA) in the population and civil registration office Magetan district at system indicators, human resources run smoothly, but the actual indicators have been running well but not optimal because the technology in SIAK only has one server and often experiences down so as to result in service to the community is hampered. While in customer indicators there are people who feel that the procedure of this program is too complicated for people who do not often use a phone. Gap that occurs is in Gap 1 lack of lean service structure, gap 2 there is a lack of reward to employees and Gap 3 is a technology problem that down hampers employee work and service to the community.

Государственный архив Молотовской области и спасение эвакуированных документальных материалов в годы Великой Отечественной войны

Evacuation of plants and population to the territory of Molotov region during the Great Patriotic War is one of the well-researched episodes. Removing from the frontline people, especially children, as well as the equipment of factories which played an important role in the USSR defense industry was the primary task for the authorities. The evacuation of cultural values from the country's leading museums also played an important role. At the same time, in 1941-1942 Molotov also became one of the centers receiving the document from different archives. Based on the analysis of the archival materials it is revealed some aspects of the war period archivist’s activity connected with the preservation of evacuated documents of the Central Archive of October Revolution and some archives of Leningrad region. The evacuated materials began to arrive in Molotov in August 1941, and already in 1942 this fact negatively influenced the work of the Molotov Region State archive. The archivists of Molotov could provide the best conditions of the evacuated materials storage only to the detriment of the local materials conservation and their own work. For the long period the archive was practically forced to stop the reference and scientific work, as well as the systematization of the archival funds. But the core targets of the archive at that period were not reduced by the authority, which led to archivists’ overstrain and discontent of management. At the same time, the key mission – safekeeping of the evacuated documents – was accomplished by the archivists. Re-evacuation of the materials of the Central Archive of October Revolution made in March 1944 allowed Molotov archivists to return to the pre-war working conditions.

Customer-centric Circles, the Self-directed Approach to Service and Mindset Changes

Front-line people are typically trained so as to modify their behaviour and actions. Unfortunately, these training programmes do not impact the behaviour, though they are useful in imparting skills. This article describes customer-centric circles, and the resultant benefits in customer focus, team work and improved service value creation. Much of this is done through mindset changes that occur when front-line people are self-directed and self-motivated. Customer-centric circles (shortened to customer circles) were started in companies from around 2004. This article describes customer circles; how customer circles can create/add value to the firms including their employees and mostly for customers, particularly in the service area and in team work and customer focus; customer circles are compared to traditional training programmes; and how customer circles can be implemented in the internal structure/organization and challenges. Cases of customer circles are discussed. The front-line people can be in various disciplines such as manufacturing, administration and sustainability.

Mystery shoppers: an evaluation of their use in monitoring performance

Purpose – The purpose of this paper is to examine what mystery shopping is, why it is used and how mystery customers are trained and how the information collected is fed back to the client organisation. Design/methodology/approach – The approach was to use an online survey of mystery shoppers compares the reality of the situation with the best practice identified from the extant literature. Findings – The main outcome was that results identify good and bad practices in all areas of the process and guidelines for the recruitment, training and monitoring of mystery shoppers are proposed including in-depth training in all aspects of the job. Research limitations/implications – A sample of 85 mystery shoppers was used and only in the UK. It would be interesting to widen this out internationally. Practical implications – Mystery shoppers are used worldwide by services to evaluate the performance of their front-line people and processes but are their evaluations valid and reliable? This research identifies good and bad practice which should help managers to design their training for mystery shoppers. Originality/value – The paper addresses a gap in the literature on the perceptions of mystery shoppers.

Quality of Nursing Care among in-Patient of Medical-Surgical Ward in Axum St. Marry Hospital, Tigray, Ethiopia 2015

Background: Nurses are the frontline people that patients most likely meet up with, spend the highest amount of time with and rely upon for recovery during their hospitalization. They are a key part of any healthcare team, and the way they perform their jobs has a real impact on healthcare quality. Objective: Objective is to assess the status of quality of nursing care among inpatient of Medical-Surgical ward in Axum st. marry Hospital Axum town, Tigray, Ethiopia. Methods: A cross sectional study design was used. The required sample size was takien by using convenience sampling. The study population was adult patients who were admitted into the medical and surgical wards of study Hospitals for at least two nights. The data collection tool was a modified ‘Newcastle Satisfaction with Nursing Scale’ (NSNS) and NDNQI. Ethical clearance was secured from Axum University. The qualitative data was examined by observation. Result: A total of 110 adult patients from medical and surgical wards were approached from the study hospital. Participants who admitted in medical ward were more satisfied. The overall rating of nursing care quality was 65%. The top aspects of care scored highest were medicine administration and nurses keep personal information confidential. The aspects of care which scored least were patient observation; pressure ulcer prevention and the amount of information nurses give about their condition. The need of improving interpersonal relationship of nurses with their patients and improving their care was recommended.

Right-Sizing and Replacing the Right Equipment at the Right Time

Right-Sizing and Replacing the Right Equipment at the Right Time

Rebirth of a Profession: Hybrid Positions on the Rise in Clinical, Manufacturing Settings

n the not-so-distant future, the professionals who keep medical devices humming might not have the job title or responsibilities of today’s “clinical engineer” (CE) or “ biomedical equipment technician (BMET).” That’s because working with medical devices increasingly requires a skill set that goes beyond those of many medical technology professionals in the field today. Hospitals and manufacturers are responding by creating new, hybrid jobs that require a broader range of skills. Moreover, more institutions are realigning their organizational, operational, and reporting structures to reflect the changing nature of job roles and responsibilities. In this environment, the days of carving a career out of “fixing boxes,” in the words of several medical technology professionals, is giving way to an era of new opportunities for careers focused on integrating, managing, and servicing highly sophisticated and interconnected systems.

Teaching Evidence-Based Practice: Starting With the Learner

In the first two columns on evidence-based practice (EBP), we emphasized its importance and what it is and is not. In this column, the focus is on how to inculcate EBP into the work setting by educating nursing faculty and students about EBP. By now we are familiar with the IOM report (2003) mandate that all health professionals should be educated to deliver patient-centered care as members of an interdisciplinary team, emphasizing evidence-based practice, quality improvement approaches and informatics (p. 3). While much of the discussion surrounding EBP in the literature has been about how to introduce and/or expand its use in the clinical setting, a significant challenge has been introducing and integrating the content in the curricula of nursing schools and integrating the processes of EBP into clinical teaching. This is an even greater challenge given the fact that curriculum change is generally a slow, deliberative process involving many stakeholders. Curriculum change can be thought of in similar terms to EBP since both involve decision making, both make use of the best available evidence, both use the expertise of frontline people (clinician expertise vs. educator expertise), and both incorporate values and preferences (patients vs. students). Both are systematic efforts that require thoughtful analysis, documentation, and outcomes. Both enable stakeholders to respond to the knowledge explosion that clearly affects best practices in patient care and nursing education. So where do we start? The art and science of curriculum development is a thesis of its own and the subject of many courses and programs in nursing. We are not going to expound on how to develop curricula but would rather like to address what needs to be done to change curriculum to incorporate EBP. Perhaps the best place to start is with what we know best, our present work at Pace University. For example, Levin has been working with faculty to help them determine how to best integrate EBP into undergraduate curricula. The sessions with faculty have involved four rules, namely, letting go of cows, using EBP as a framework for clinical learning, revising the traditional research courses, and providing evidence-based teaching. The first rule is a practice that many schools have used to facilitate change. One example of a cow is the practice of assigning nursing students to write nursing process papers on their patients every week as the sole tool to reinforce clinical learning versus the use of various strategies such as case studies, grand rounds, nursing process papers, and student presentations in postconference. What are the principles that have guided educational experiences for our students, and which of those do we need to push aside in favor of a different mind-set? If we identify these sacred cows early in the change process and are able to let go of them, we can then come to the conversation with an open mind and find it easier to embrace the change. The second rule involves a number of steps to inculcate new ideas. In order to use EBP as a framework for clinical learning, we must first identify the basis for practice policies, procedures, and protocols. An exercise that we have used for a number of years engages students in this process when we ask them to go to a clinical agency where they are affiliated either through work or the educational experience, find a written nursing procedure, and then ascertain how it was developed. More often than not, there is little to no evidence to support the use of that particular procedure. Faculty are often surprised by this, so the exercise serves as a wonderful opening gambit. Second, faculty learn about answering burning clinical questions (as opposed to the traditional nursing process approach to problem solving) and uncovering primary evidence for a nursing intervention. During this time they focus on identifying types of searchable, answerable questions, using the PICO strategy for framing questions (patient population, intervention/treatment, comparison treatment, and outcome expectation) and the PCD format (patient population, comparison cue or cue cluster, and differential diagnosis) for asking answerable diagnostic questions in nursing, and how to identify different levels of evidence, from systematic reviews to various types of research studies, to case reports, to opinions of respected authorities. …

The meaning of a marketing relationship: A pilot study

The objective of this article is to clarify the meaning of a relationship for buyers and sellers. A qualitative investigation conducted in the arena of commercial banking reveals that sellers (i.e., bankers) regard relationship marketing as a strategic issue, because it impacts on organizational structure, the decision-making process, and human resources management. Buyers (i.e., mid-market companies), on the other hand, consider relationship marketing as merely a communication process that should enhance the relevance of the seller's offering. Furthermore, our results raise a number of questions concerning the role of front-line people and pricing policies within a relationship strategy.

Praise as a Means to Increase Job Satisfaction

Employees who receive praise for their work develop pride in themselves and their performance. Positive reinforcement techniques are easy to learn and are rewarding for both supervisor and employee. Today's employees want and expect guidance and feedback about their performance. Acknowledging desired behavior may even eliminate corrective counselling sessions. It is essential to the success of service industries such as health care to have front line people who project confident, caring attitudes and provide superior service.

Innovation and advances in neonatal care.

While the role of research in advancing the state of medical care is well established there must be another important factor. While we are waiting for the final research results crucial to the implementation of a new therapy such as surfactant replacement, medical care continues to improve. Our patients do better. Complications decrease and survival increases. Extrapolating from Richard Foster's ideas in Innovation: The Attacker's Advantage,1 the other important factor is probably innovation. By that I mean the introduction of new technology or improvement in existing or old methods by frontline people who believe that better care will be provided. This is in contrast to hypothesis-driven research, which is either systematically performed away from the clinical setting or with the primary care givers blinded to the treatment in question and with the goal of establishing a fact or principle. Who is involved in this innovation and what are they doing?

What's New?

As one of the 'front line people' not mentioned in the article about Brent's Community Psychiatric Nurses, I would like to echo Ron Beech's boast about the increased presence of psychiatric nurses in the community.