CONTENTS
1. STRESS -NEW WAYS OF WORKING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1
1.1 WHATISSTRESS? . . . . . ..__.........__................................................................................................2
1.2 STRESS AT WORK . ..____.....,..___..............,.......,,..........................................................................2
1.3 IMPORTANCE OF STRESS _...___.,,,._____......................................................................................
3
2. NEW WAYS OF WORKING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
.................... 7
2.1 THE CHANGING BUSINESS ENVIRONMENT .._____...,........_..................................................7
2.2 LEARNING ORGANISATIONS . ..___........__................................................................................8
22.1 Business drivers for Iearning organisation initiatives., .__ ,._.______., ._. .., _. _._..._.._ . . . . . . 10
2.2.2 Techniques and tools used in learning organisations _____..._____._..,......,................................ IO
2.2.3 Constrain!_v and barriers to becoming a learning organisation . . . . . . .._................................ I2
2.3 HOT-DESKlNG . . . ..___........____.....................................................................................................
13
2.3. I Business drivers for hot-desking initiatives . ..__.__._..._._...........,............................................ I4
2.3.2 Techniques and tools used to suppon hot-d-king andflexible working initiatives........... I5
2.3.3 Constraints and barriers to hot-desking initiatives ,._.........__...,,,........................................16
17
2.4 NEW WAYS OF WORKING: BUSINESS CASE . ..______....,_.__,.................................................
3. STUDY METHOD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
3.1 STAGE 1: SAMPLING, DEVELOPMENT OF MATERIALS AND INITIAL ANALYSIS... 19
3.2 STAGE 2: RESEARCH AND DATA GATHERING .___,.,.,..__,...,_............................................26
3.3 STAGE 3: ANALYSIS _.___...,...___...........,,..................................................................................27
3.4 STAGE 4: REPORTING AND RECOMMENDATIONS ,,,___._..._..____....................................... 29
4. FINDINGS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
4.1 sTREss/ARousAL - LBARNIN G ORGANISATION _.,..___._.,._._____....................................... 3 1
4.1.1 TheLeamingInitiative .,,,,_.___..._.....,............................................................................ 3 2
4.1.2 The ControI Group . . . . . .._____....._..,.........,.......,,.,.....................,.,........................................... 35
4.1.3 Sti-esandArot,salDatn _...._..___......,...............,.......,........................................................... 36
4.2 S’lRESS/ANXJSAL - HOT-DESKING .._.......___.,.,..........................,,.....,........................... . 37
4.2.1 The hot-desking environment ..______.........,........,........................................... . . . . . . . . . . . . . 37
4.2.2 Stress and Arousal Darn .._____._......._....... I _____......___..____............................... .,...__.___.........., 39
4.3 WORK ENVIRONMENT FACTORS __......___........_,..................................................................40
4.3.1 Learning Organisation .,.______.._._..,.,..................,............................................................... ..41
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4.3.2 Hot-desk@ Organrration _..,,._...___.._.___...........,.................,,,..............................................
5. ORGANISATIONAL DATA AND RESEARCH NORMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
45
5.1 LEARNING ORGANISATION DATA __...______....._._...................,............................................. 45
5.2 HOT-DESKING ORGANISATION DATA _..,.,_._......,.............................................................. 46
5.3 NORMATIVE DATA FROM RESEARCH PROJECTS ______...____...,,........................................ 48
6. BUSINESS PERFORMANCE MANAGEMENT. .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
53
6.1 BALANCED SCORECARD ____._..,,..________.,....................................,.......................................... 53
6.2 CHANGE MANAGEMENT __..__..._______..,,,......,,,.......................,,.,............................................ 56
6.3 BENEFITS REALISATION ,,,.____...._..__._..........,........,,..............................................................
58
6.4 REQUIRED DEVELOPMENTS IN BUSINESS PERFORMANCE MANAGEMENT 61
6.5 SUMMARY .__..,...____.,....................,...........,...........................,.......,,.......................................... 62
7. DISCUSSION AND RECOMMENDATIONS . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
63
7.1 STRESS AND AROUSAL FINDINGS ____..,._______.,.__................................................................. 63
7.2 WORK ENVIRONMENT ISSUES ,..__._,.,,..__...............,............................................................ 64
. . . . . ..__.......____............... 65
7 3 PARTICIPATING ORGANISAHONS
65
7 4 SURVEY RESPONDENTS
...................................
7 5 ORGANISATIONAL MEASURES
7.6 FUTURE AREAS OF RESEARCH...........................................................................................
7.7 RECOMMENDATIONS: ..........................................................................................................
8. REFERENCES ...............................................................................................................................
.65
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9. APPENDIX A..................................................................................................................................
9.1 STRESS AROUSAL CBECKLIST ...........................................................................................
9.2 WORK ENVIRONMENT CHECKLIST ...................................................................................
9.3 SAMPLE COVERING LETTER. ..............................................................................................
9.4 RESEARCH NOTE. ..................................................................................................................
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LIST OF TABLES
Table l- Workdays lost through mental disorder and cardio-vascular disorder .................... .6
Table 2 - Questions used in the Work Environment Questionnaire.. .................................... 22
Table 3 - Phase 1 participants.. .............................................................................................. 23
Table 4 - Phase 2 participants.. .............................................................................................. 24
Table 5 - Sampling procedures for the survey.. ..................................................................... 24
Table 6 - Survey response rates.. .......................................................................................... .27
Table 7 Learning organisation stress results ......................................................................... 36
Table 8 Learning organisation arousal results.. ..................................................................... 36
Table 9 Hot-desking organisation stress results.. .................................................................. 39
Table 10 Hot-de&rig organisation arousal results ............................................................... 39
Table 11 Transpositions carried out on work environment questionnaire responses.. ....... ..4 0
Table 12 Work environment questionnaire results (learning organisation). ......................... 40
Table 13 Work environment questionnaire results (hot-desking organisation) .................... 41
Table 14 Individual work environment question response for the learning organisation
condition ....................................................................................................................... .42
Table 15 Individual work environment question response for the hot-desking condition....4 3
Table 16 Measures from learning organisation employee satisfaction survey .................... .46
Table 17 Results from hot-desking organisation performance measurement study.. ...........4 7
Table 18 Results from hot-desking organisation’s employee satisfaction survey.. ............ ..4 8
Table 19 Normative data for the stress factor ...................................................................... .49
Table 20 Normative data for the arousal factor ..................................................................... 49
Table 2 I Norming sample - age groups.. ............................................................................... 50
Table 22 Norming sample - vocation profile ........................................................................ 50
Table 23 Norming sample - status profile ............................................................................. 50
LIST OF FIGURES
Figure 1- Individual and organisational effects of stress (adapted from multiple sources) 4
Figure 2 - Person-Environment Fit (adapted from Furnham 81 Walsh 1991) . . . . . . . . . . . . . . . . . . . . . . . . . 5
Figure 3 - Objectives, changes and requirements of a learning organisation . . . . . . . . . . . . . . . . . . . . . . . . . 9
Figure 4 - Objectives changes and requirements for hot-desking ._....................................... 13
Figure 5 - Triangulation of data from the strands of the research . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Figure 6 Organisation chart showing the relationship between the participating business
units _......._.....__................................................................................................................32
Figure 7 The learning initiative __....___........................................................................,........... 32
Figure 8 Measuring Learning and Growth _......_.....___............................................................ 55
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Figure 9 Example approach to Benefits Reahsation (Wentworth Research, 1998)
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