In late 2004 a New Zealander, John Hood, will become the first external appointment to head Oxford University in its 900-year history. Napier-born and raised, Dr Hood studied engineering at Auckland University where he took his doctorate in 1976. He then took up a Rhodes scholarship at Oxford, where he added an MPhil in management and played cricket for the University. These two universities continue to command a special place in his affections. A 19-year career in industry with Fletcher Challenge – at the time New Zealand's largest corporation – took him to senior group responsibilities as CEO of Fletcher Challenge Paper. In 1999, he took on his present role as Vice Chancellor of Auckland University. His record there of innovative and dynamic leadership has surely been instrumental in attracting the attention of his other alma mater, and in attracting him back to Oxford.

In Lewis Carroll's classic poem, ‘The Hunting of the Snark’, there is little understanding about what a ‘Snark’ actually might be. There is similar disagreement about the ways in which contemporary universities should be led and managed, and few writers move beyond broad generalisations for action. This is particularly truc for writers analysing higher education from the perspectives of sociological analyses (eg. Meek & Wood 1997) political economy, and institutional theory perspectivcs (eg. Marginson & Considine 2000). Building on recent research by Poole (2000, 2001a), the paper charts current understandings of university governance and leadership, identifies research gaps, and begins to explore how apparently dichotomous managerial choices may be reconciled by university leaders confronting the complexities of managing the enterprise university.

To seek it with thimbles, to seek it with care
To pursue it with forks and hope
To threaten its life with a railway-share
To charm it with smiles and soap!
For the Snark's a peculiar creature that won't
Be caught in a commonplace way.
Do all that you know, and try all that you don't:
Not a chance must be wasted today!
(Carroll 1973)

How appropriate is the MBA as the major vehicle for management education in Australia as we enter this new century? This question is explored from two perspectives. First, the implications of the changing social, economic and political context of management education, particularly the emerging needs for a sustainable and reflexive society. The second perspective will explore the recent debates around epistemology and their potentially important implications for related curriculum design issues. Assumptions about the nature of knowledge dominant in the 1960s formed the very rationale behind the design. At this time the assumption that knowledge was cumulative and each discipline had an uncontested knowledge, which could be taught in foundational subjects was central to the MBA's development. We question the ability of such subjects to capture the diversity of the disciplines they seek to represent and whether this design is the best way to develop graduates with the ability for reflexivity in action, who can broach different worldviews and have skills that can negotiate the transformations required of corporate Australia. The MBA is at the crossroads - can it regenerate through an incremental changing of curricula, to incorporate the active engagement of students with these issues? Or do we acknowledge the contested nature of knowledge creation and that the MBA is fundamentally a child of modernism which is no longer appropriate, and create a new holistic and integrated curriculum which is separate from the wide range of assumptions that currently underpin the MBA.

Organisational change stories are often constructed around a linear series of ‘successful’ events that serve to show the company in a positive light to any interested external party. These stories of company success sanitize complex change processes and offer data for change experts to formulate neat linear prescriptions on how to best manage change. This article criticizes this position and argues that change is a far more dynamic political process consisting of competing histories and ongoing multiple change narratives which may vie for dominance in seeking to be the change story. A central aim is to identify and unpack narratives of change in order to highlight a number of theoretical and methodological implications for management research. It is argued that post-hoc rationalized stories should not be used as a knowledge base for prescriptive lessons or theoretical developments, nor should research data simply be presented as a single authentic story of change. The need to study change overtime and to accommodate multiple stories that may be reshaped, replaced and modified raise critical issues of data collection and data analysis, as well as important questions on the place of the conventional case study as a conveyor of research findings. As such, the article calls for the more widespread use of the concept of ‘competing histories’ and ‘multiple change narratives’ in longitudinal studies that seek to explain processes of organisational change.

There are numerous methods of organisational cultural analysis, ranging from quantitative surveys with structured questions that are relatively quick to complete, to in-depth qualitative ethnographic studies that are more thorough, yet very time-consuming. Concept Mapping and Pattern Matching are two research techniques that combine the strengths of interpretive (emic) methods with some of the efficiencies of survey (etic) research. While Trochim's Concept Mapping technique has been previously employed in a study of organisational culture, Pattern Matching has not. The results of a study employing Trochim's Pattern Matching technique suggest that it can be a useful tool for an in-depth analysis of organisational culture. In particular, visual pattern ‘matches’ and ‘mismatches’ of cultural elements were portrayed for interpretation.

While there is a growing body of research on telephone call centre management in the U.K. and the U.S.A., empirical studies in Australia are at an embryonic stage. To date, most of the studies have focussed on the management of employee performance. The principal aim of this study was to provide data on current compensation practices in Australian call centres and to determine the extent of their strategic and best-practice orientation. A second aim was to explore whether the strategic management of compensation can help to balance the tension between commitment to customer service and commitment to employee motivation.

Using data collected through a mail questionnaire survey of telephone call centres operating in a range of industries in Australia, the paper explores the effect of compensation practices on employee performance, absenteeism and turnover. Following a review of the literature on call centre management and the literature on compensation strategies, the findings are presented. Key findings include: a) a significant negative correlation between annual salary and the number of calls handled by full-time customer service representatives (CSRs); b) a significant positive correlation between casual CSRs' pay rates and turnover; c) a significant negative correlation between full-time CSRs' pay and absenteeism; d) a highly significant difference between the compensation strategies currently practiced in Australian call centres and the strategies call centre managers think should be practiced and e) Australian call centre managers report their compensation strategies are not very effective in increasing performance or employee satisfaction.