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The deployment of Lean methods in service work is increasingly viewed as a legitimate response to the growing requirement for more efficient front-line service delivery. However, research investigating Lean implementations is reporting mixed results with process efficiency gains frequently marginalised by losses in employee satisfaction and customer focus. It has been suggested that these sub-optimal outcomes are the result of partial adoptions of Lean where the emphasis is placed on process efficiency with employee and customer outcomes neglected. Using an Action Research approach this paper investigates the outcomes of a Lean implementation within a UK call centre. The Action Research methodology used ensured that a holistic rather than a partial implementation of Lean was achieved and this research finds that Lean when implemented properly can lead to improved process efficiency, a better customer experience and increased employee satisfaction. It suggests that to achieve these optimum outcomes Lean implementations must as a priority be focused on creating customer satisfaction and be customised to fit with particular contingencies in the organisational context such as the nature of the interface between the front-line worker and the customer.

PurposeThe purpose of this paper is to recognise the importance of the interplay between performance measurement, performance management, employee engagement and performance. However, the nature of this phenomenon is not well understood. Analysis of the literature reveals two dimensions of organisational control, technical and social, that are used to develop a conceptual framework for studying this phenomenon.Design/methodology/approachThe authors conducted explorative action research involving pilot and control groups from two departments of a UK bank.FindingsThe authors show that an intervention on the social controls has led to changes in technical controls of the performance measurement system resulting in significant improvement in employee engagement and performance.Research limitations/implicationsThe research was undertaken with two cases from a single organisation. Further fine-grained, longitudinal research is required to fully understand this phenomenon in a wider range of contexts.Practical implicationsThe paper contributes to the theory on performance measures and gives guidance on how organisations might design their performance measurement systems to enhance employee engagement and performance.Originality/valueThe study makes three contributions. First, the authors introduce a new theoretical framework based the organisational control theory providing a basis for future research. Second, through nine propositions, the authors establish a causal relationship between performance measurement, performance management, employee engagement and performance. Third, the authors identify a gap in knowledge concerning the design of organisational controls in the context of the process that is being managed.

Various surveys mentioned that the commercial benefits of Internet crowdsourcing are reaped largely by people located in metro areas and smaller cities. The impact of crowdsourcing on the rural population is questionable. The aim of this research is to bridge widening urban and rural divide by providing knowledge-intensive crowdsourcing tasks to rural work force which could provide long term benefits to them as well as improve supporting infrastructure. This paper reports an initial study of the demographic of small samples of twenty two rural homeworkers in Scotland, their motivation to do crowdsourcing work, present main occupation, computer skills, views on rural infrastructure and finally their level of skill in solving three spatial visualization tests. The survey shows that flexible hours of working, extra income, and work life balance are the three important factors emphasized as motivational constructs to do crowdsourcing work. Their skills on solving a spatial visualization test is equivalent to the literature reported results, and also high correlations are identified between these tests. These results suggest that with minimum training the homeworkers could able to solve knowledge-intensive industrial spatial reasoning problems to increase their earning potentials.

Many tasks involving production software that involve spatial reasoning can only produce "good" rather than optimum solutions. It is frequently possible for humans to improve on algorithmically generated solutions computed by CAD/CAM software. The thesis motivating this research is that large numbers of industrial optimisation tasks involving spatial reasoning (such as 2D part nesting) can be outsourced as human intelligence tasks to rural workers to provide a sustainable source of skilled employment. We hypothesis that 3D spatial reasoning ability is essential to solve spatial optimization tasks. In this paper we reported the 3D spatial manipulation ability of eighty rural workers in four rural business process outsourcing (BPO) centres in India. The assessments reveal that although the average spatial manipulation ability is less than the literature reported benchmark, there are talented workers identified in all the four rural centres, and the results identify priority activities required to enable the proposed approach.