Defines the employee assistance programme (EAP) and describes its potential and impact on organizations. Provides details of how EAPs operate at each step. Evaluates their use and value in the context of the need for organizational performance.

Describes a process through which organizations might seek to implement interventions relating to employee wellbeing. Emphasizes the importance of a comprehensive needs assessment both in obtaining the breadth of information needed to design appropriate interventions and also in providing...

Until recently most evaluations of EAPs have been qualitative. In the US there has been a move towards insisting on hard data, i.e. cost‐benefit ratios. The nature of EAPs makes identification of a clear outcome oriented model of intervention difficult if not impossible. Discusses different...

Explores three themes: quality in EAPs; the regulation of the EAP profession; and integration between the EAP and the organization. Sounds a note of qualified optimism for the future.

Discusses how IBM Rochester has overcome the barrier of convincing people of the need for change, by focusing on clearly defined and easily understood measurements of success or failure. Asserts that it is a lot easier to institute changes in the middle of a crisis, than when a company has had a...

Describes how OCS Smarts Group is continuing to find better ways of building relationships with customers and suppliers, whilst emphasising the role of employees in this process. Asserts that key to its success is Customer service. Examines the Smarts Quality Care programme. Discusses two...