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Organisations are paying increasing attention to serious games (SGs) in a quest to find solutions to training needs. Evaluation of these software programmes for training purposes marks a crucial stage in serious game commercial development. EHPADs (Etablissements d'Hébergement pour Personnes Agées Dépendantes/ nursing homes for dependent elderly people) suffer from a poor public image. Because staff work long hours, SGs may provide a solution to work training issues. The SG surveyed in this study uses 3D simulation technologies to produce three training situations for the hotel and nursing staff of these establishments hosting dependent elderly people: (1) the admission process of an elderly person to the EHPAD, (2) supervision of a meal and (3) refusal of care by a resident. A qualitative approach is used to evaluate the SG and is based on observations to explain the concepts at work when staff members use the SG. We first carried out several verification phases and then compared our concepts with those from known models so as to build a new model. Our SG is assessed at several different levels.

Purpose - This paper seeks to offer a strategic and socio technical analysis of the productivity of telephone call centers from the perspective of Galbraith's organizational design theory.Design methodology approach - The paper is based on a quantitative survey of 155 call center managers in France, which benefited from extensive preparation through ten case studies.Findings - When focusing the analysis on call centers handling only inbound calls, five main factors: the profile of the telephone operators, division of labor, goals, reward system and the technology - including automated call distribution, computer telephony integration and e-mail - are found to be important productivity enhancersResearch limitations implications - Perceptual measures when used are based on single items.Practical implications - The findings confirm the paramount impact of human resources' profile on the efficiency of call centers. As expected, automated call distribution is above all a productivity tool and should be recommended to all call centersSocial implications - Division of labor is important but, beyond a personal relationship with each customer, work in call centers has a collective component, which is best reflected by the efficiency of collective rewards.Originality value - The paper provides an evaluation method of call center productivity based on a first literature review on call centers from an IS perspective. It adapts Galbraith's organizational design theory and shows that for inbound call centers, which can be considered as a group of domains or set of tasks in Galbraith's organizational design theory, people, structure, goals assigned, rewards and IT all have an impact on productivity measured with the rate of efficiency.

Purpose – The purpose of this paper is to explore the concept of Cross-Functional Awareness (CFA) and to question how firm size influences the impact of ERP implementation strategies on CFA. Specifically, the paper questions whether size moderates the capability of the firm to achieve CFA. Design/methodology/approach – The authors developed and empirically tested a conceptual framework using the partial least squares structural equation modeling approach. This study gathered data from a sample of 45 French SMEs and 55 French large firms. Findings – The results show that ERP implementation strategies (flexibility, organizational vision, Business Process Re-Engineering, speed of implementation, and focus on core modules) have a direct positive relationship and, in large firms, an indirect relationship (via data quality improvement) with the emergence of CFA. The study also suggests that firm size moderates the resulting emergence of ERP-enabled CFA. The findings will help researchers understand the factors associated with ERP implementation and use that promote or inhibit successful use of ERP systems. Research limitations/implications – Similar to many published ERP surveys, the sample size is small. In addition, the authors examined CFA in the survey from the perspective of a single respondent per firm. Finally, there may be a cultural limitation linked to the respondents all being French firms. Practical implications – The findings will promote a better understanding of the concept of CFA and its benefits amongst managers, leading to increased productivity and efficiency with ERP. In particular, they will help practitioners identify and manage the right factors during ERP implementations. Originality/value – In the expanding world of Enterprise System research, this paper is significant in that it studies the effect of ERP implementation on CFA rather than investigating the factors affecting ERP implementation or the outcomes of ERP implementations. To the best of the knowledge, this is one of the few papers that theoretically articulates and empirically explores the concept of CFA, and tests the relationship between implementation strategy factors and CFA, including the moderating role of size in the context of ERP. The contribution shows that the firm size effect should be examined at the level of SMEs and larger firms separately, rather than at an overall level.

Purpose: This paper seeks to offer a strategic and socio technical analysis of the productivity of telephone call centers from the perspective of Galbraithorganizational design theory. Design/methodology/approach: The paper is based on a quantitative survey of 155 call center managers in France, which benefited from extensive preparation through ten case studies. Findings: When focusing the analysis on call centers handling only inbound calls, five main factors: the profile of the telephone operators, division of labor, goals, reward system and the technology : including automated call distribution, computer telephony integration and e-mail : are found to be important productivity enhancers Research limitations/implications: Perceptual measures when used are based on single items. Practical implications: The findings confirm the paramount impact of human resources; profile on the efficiency of call centers. As expected, automated call distribution is above all a productivity tool and should be recommended to all call centers Social implications: Division of labor is important but, beyond a personal relationship with each customer, work in call centers has a collective component, which is best reflected by the efficiency of collective rewards. Originality/value: The paper provides an evaluation method of call center productivity based on a first literature review on call centers from an IS perspective. It adapts Galbraith; organizational design theory and shows that for inbound call centers, which can be considered as a group of domains or set of tasks in Galbraithʼs organizational design theory, people, structure, goals assigned, rewards and IT all have an impact on productivity measured with the rate of efficiency.

Purpose -- This paper seeks to offer a strategic and socio technical analysis of the productivity of telephone call centers from the perspective of Galbraith's organizational design theory. Design/methodology/approach -- The paper is based on a quantitative survey of 155 call center managers in France, which benefited from extensive preparation through ten case studies. Findings -- When focusing the analysis on call centers handling only inbound calls, five main factors: the profile of the telephone operators, division of labor, goals, reward system and the technology -- including automated call distribution, computer telephony integration and e-mail -- are found to be important productivity enhancers. Research limitations/implications -- Perceptual measures when used are based on single items. Practical implications -- The findings confirm the paramount impact of human resources' profile on the efficiency of call centers. As expected, automated call distribution is above all a productivity tool and should be recommended to all call centers. Social implications -- Division of labor is important but, beyond a personal relationship with each customer, work in call centers has a collective component, which is best reflected by the efficiency of collective rewards. Originality/value -- The paper provides an evaluation method of call center productivity based on a first literature review on call centers from an IS perspective. It adapts Galbraith's organizational design theory and shows that for inbound call centers, which can be considered as a group of domains or set of tasks in Galbraith's organizational design theory, people, structure, goals assigned, rewards and IT all have an impact on productivity measured with the rate of efficiency. Adapted from the source document.

The various currents of institutionalism are used in management science, particularly in the area of information systems. Richard Scott's global model is a fertile framework for the analysis of institutional research. First, we will study the contributions of French research to institutionalism. Then, returning to the fundamentals of information systems (IS), we will show that the interaction between institutions and IS can be analysed via the notion of formal and informal rules. Research carried out at the University of Paris Ouest Nanterre La Défense provides several illustrations, particularly on virtual worlds.

The various currents of institutionalism are used in management science, particularly in the area of information systems. Richard Scott's global model is a fertile framework for the analysis of institutional research. First, we will study the contributions of French research to institutionalism. Then, returning to the fundamentals of information systems (IS), we will show that the interaction between institutions and IS can be analysed via the notion of formal and informal rules. Research carried out at the University of Paris