This chapter contains sections titled:
Ongoing Safety‐Improvement STEPS
The FILM for a Cultural Snapshot
Multilevel Support
Succession Plan for SET
Onboarding: New‐Employee Orientation to STEPS
...Professional Development
Reassessment 126
Client-contact employee attrition can negatively affect client-supplier relationships, a problem all the more obvious within the knowledge-intensive service industry in which the untimely loss of ...employees adversely affects client relationships. From the client's perspective, employee attrition increases uncertainty over the perceived quality of service and results in the loss of valuable tacit knowledge from the provider. Drawing on case study materials, this paper seeks to develop a framework for understanding how firms can successfully manage client relationships despite threats of employee attrition. This paper suggests that relationship transparency based on the active transfer of information, knowledge retention and sharing, the implementation of succession plans, and timely intervention by the management, can reduce clients' perceived uncertainty, thereby fortifying a trusted relationship with their provider. This study offers a transparency-based conceptual framework that contributes to the business-to-business relationship literature within the knowledge-intensive service industry and discusses managerial implications.
When primary disaster circumstances – the actual event and its immediate effects – come to an end, a plan to deal with the aftermath is needed. Most planners develop resumption plans that will allow ...library operations to recommence, although those plans might be referred to as continuity or recovery plans. Resumption plan components can include disaster declaration and damage assessment procedures, a crisis management plan, post-disaster communications and transportation plans, and normalization programmes. Continuity and recovery plans include related components, but focus respectively on ongoing operations in all conditions and the restoration and rebuilding of library assets. Managers should champion the planning process for post-disaster activities. Operational resumption teams can be useful for various tasks. No plan is perfect.
