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As Jiff CEO Derek Newell recently wrote: "Predictive analytics offer employers a promising way to get ahead of healthcare cost drivers … However, prediction without employee action delivers no value".
Employee action is motivated by will and intention [ 29], and factors such as knowledge, confidence, experience, values, expectations, access to resources, and orientation are included when people select a routine [ 51].
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There are five components of a typical service blueprint: "customer actions, onstage/visible contact employee actions, backstage/invisible contact employee actions, support processes, and physical evidence" [7].
It then uses meta-data pulled in from these systems and artificial intelligence to analyse employee actions, thus enabling companies to gain better visibility of how their workforce is operating and to make improvements accordingly.
I have yet to encounter any situation where the employees purposefully set out to undermine the company's viability or bring harm to its customers, yet I have seen many where employee actions did just that.
It was envisioned that this would take place in 'one step', since a 'prolonged two step closure increases the risk of the union being reactivated, or other employee actions to prevent implementation' [ 51].
An inverted pyramid of community -- employees, action consumers and social activists involved in real-time, horizontal, constant peer-to-peer dialogue, has joined the traditional pyramid of authority.
That idea holds that an employer is responsible for employees' actions.
And how can transnational companies such as G4S be held accountable for their employees' actions?
Such discussions could provide a more detailed account of the employees' actions and alter the course of the investigation.
The Japanese legal doctrine of "apparent authority" holds firms accountable for their employees' actions, provided those actions are carried out within the scope of their normal work.
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Justyna Jupowicz-Kozak
CEO of Professional Science Editing for Scientists @ prosciediting.com