Case Study: Improving Customer Satisfaction,Quality, and Performance Using Performance‐Centered Solutions at ADDS Communications

A team of performance consultants looks closely at the operations of a cable services provider to identify existing performance gaps, barriers to performance, declining customer satisfaction ratings, and increased call volumes. The team used performance‐centered design (PCD) solutions in order to overcome technical support challenges through increased first‐call resolution. This article summarizes the root cause analysis, process, and the application of PCD solutions to close performance gaps, along with lessons learned from this case study.     

Why Talk about Mental States? The Significance of Children's Conversations with Friends, Siblings, and Mothers

Natural language data from 38 47-month-olds recorded at home in unstructured observations were analyzed and comparisons made of characteristics of mental state term use in child-friend, child-sibling, and child-mother dyads. Significantly more references to mental states were made by the children in conversations with siblings and friends than with mothers. Frequent use of mental state terms by both partners was related to cooperative interaction in both child-friend and child-sibling dyads and several associations were found with measures of language fluency, gender, and maternal education, although these varied across the 2 dyads. Children's use of mental state terms in conversations with siblings and friends was correlated with their performance on two false belief measures. Results highlight the importance of extending investigations into the social implications of the development of children's "theories of mind."     

Environmental differences within the family and adjustment differences within pairs of adolescent siblings

To what extent do siblings in the same family experience different parental treatment, sibling interaction, and peer relationships? Are such within-family experiential differences related to differences in the siblings' emotional adjustment? The present study explored these questions concerning within-family environment using data from 348 families that each included 2 siblings 11-17 years of age. The results indicate that siblings in the same family experience different environments, as reported by parents and to a larger extent by the siblings themselves. The results also demonstrate that within-family environmental differences are related to differences in development between siblings. Both the parent and sibling reports of the environment converge on the finding that the sibling who is more psychologically well adjusted (as reported by parents, siblings, and teachers) also experiences more maternal closeness, more sibling friendliness, more peer friendliness, more say in family decision making, and more parental chore expectations as compared to the other sibling.     

Socioaffective Issues and Concerns Among Gifted Filipino Children

There is a dearth of information regarding the socioemotional realities of gifted children from ethnically diverse backgrounds, which this research attempts to address. Multiple semistructured narrative interviews were conducted with 22 intellectually superior children aged 4–9 years and with their parents. Manifestations of perfectionism, hypersensitivities, and overexcitabilities were evident among the Filipino gifted children. The implications of such manifestations of heightened sensitivities for educators and diagnosticians were discussed. Cross-cultural contrasts were likewise discussed to demonstrate whether predominant socioaffective traits, characteristics, and issues in the West are likewise evident among gifted children from a culturally different background like the Philippines.     

In-season changes in ventricular morphology and systolic function in adolescent female athletes

Purpose: To evaluate the influence of physical maturity on the changes in ventricular morphology and function with sport training in female youth athletes.

Methods: Thirty-two female athletes (age 13–18 years) underwent height and weight measurement and 2-D echocardiographic evaluation immediately prior to, and following, a 20-week soccer season. Pre- and post-season left ventricular end-diastolic diameter (LVEDD), end-diastolic volume (LVEDV), ejection fraction (LVEF), stroke volume (LVSV), mass (LVM), and posterior wall thickness (LVPWT), right ventricular end-diastolic diameter (RVEDD), end-diastolic area (RVEDA), and fractional area change (RVFAC), and interventricular septal thickness (IVST) were compared. In-season change in each variable was compared across pre-season hours of vigorous physical activity (0–1, 2–3, >3 hours).

Results: Significant increases were identified in LVEDV (51.3?±?10.4?v 56.4?±?9.6?ml/m², p?=?0.001) and RVEDA (10.5?±?1.9?v 11.3?±?2.5?cm²/m², p?=?0.040), but not LVEDD, LVM, LVPWT, LVSV, RVEDD, RVEDA, RVFAC, or IVST (p?>?0.05 for all). In-season changes in echocardiographic variables did not differ across hours of pre-season vigorous physical activity (p?>?0.05 for all).

Conclusion: Among female adolescent soccer players, in-season training elicits changes in resting ventricular volume, but not wall thickness or systolic function. These adaptations do not appear to be influenced by pre-season physical activity level.     

Kinetic and kinematic analysis of stamping impacts during simulated rucking in rugby union

Laceration injuries account for up to 23% of injuries in rugby union. They are frequently caused by studded footwear as a result of a player stamping onto another player during the ruck. Little is known about the kinetics and kinematics of rugby stamping impacts; current test methods assessing laceration injury risk of stud designs therefore lack informed test parameters. In this study, twelve participants stamped on an anthropomorphic test device in a one-on-one simulated ruck setting. Velocity and inclination angle of the foot prior to impact was determined from high-speed video footage. Total stamping force and individual stud force were measured using pressure sensors. Mean foot inbound velocity was 4.3 m ? s^?1 (range 2.1–6.3 m ? s^?1). Mean peak total force was 1246 N and mean peak stud force was 214 N. The total mean effective mass during stamping was 6.6 kg (range: 1.6–13.5 kg) and stud effective mass was 1.2 kg (range: 0.5–2.9 kg). These results provide representative test parameters for mechanical test devices designed to assess laceration injury risk of studded footwear for rugby union.     

Faculty Salaries and the Maximization of Prestige

Through the lens of the emerging economic theory of higher education, we look at the relationship between salary and prestige. Starting from the premise that academic institutions seek to maximize prestige, we hypothesize that monetary rewards are higher for faculty activities that confer prestige. We use data from the 1999 National Study of Postsecondary Faculty (NSOPF), and regression analysis to examine the determinants of salaries. The results are consistent with the theory that faculty members are financially rewarded for enhancing institutional prestige. There is some evidence that the rewards are higher in science and engineering. Spending more time on teaching has no effect on salary, even in comprehensive universities and liberal arts colleges. Findings suggest that other types of institutions are emulating research institutions in their pursuit of prestige. Looking at faculty salaries through this lens raises serious questions about the implications of the current reward system in higher education. Article Note Earlier versions of this paper were presented at the Economics of Education seminar, Stanford University School of Education, March 2004, and the American Education Finance Association, Louisville, KY, May 2005.     

Hierarchical structures in expert performance

This paper describes the use of learning-hierarchy analysis in studies of expertise. A hierarchical analysis was carried out on expertise in language-arts teacher planning for a short story. The resulting hierarchy depicted a complex pattern of prerequisite intellectual skills integrating knowledge of students, reading difficulty, strategies/activities, and the author (Stephen Crane). Of particular interest was that each branch of the hierarchy included “fuzzy sets,” that is, complex conceptual knowledge that experts were usually unable to explain. All elements in the hierarchy were capabilities learned from experience as opposed to direct instruction. It was recommended that advice-strategies developed from hierarchical analysis could be used to facilitate the development of expertise. These strategies do not teach expertise directly but encourage the learner to glean the most from task-relevant experience.