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Rethinking Service Delivery
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Book Synopsis Rethinking Public Service Delivery by : John Alford
Download or read book Rethinking Public Service Delivery written by John Alford and published by Bloomsbury Publishing. This book was released on 2012-06-25 with total page 328 pages. Available in PDF, EPUB and Kindle. Book excerpt: Winner of the 2014 Academy of Management Public-Nonprofit (PNP) Division Best Book Award Many public services today are delivered by external service providers such as private firms and voluntary organizations. These new ways of working – including contracting, partnering, client co-production, inter-governmental collaboration and volunteering – pose challenges for public management. This major new text assesses the ways in which public sector organizations can improve their services and outcomes by making full use of the alternative ways of getting things done.
Download or read book Designing Delivery written by Jeff Sussna and published by "O'Reilly Media, Inc.". This book was released on 2015-06-03 with total page 175 pages. Available in PDF, EPUB and Kindle. Book excerpt: Now that we’re moving from a product economy to a digital service economy, software is becoming critical for navigating our everyday lives. The quality of your service depends on how well it helps customers accomplish goals and satisfy needs. Service quality is not about designing capabilities, but about making—and keeping—promises to customers. To help you improve customer satisfaction and create positive brand experiences, this pragmatic book introduces a transdisciplinary approach to digital service delivery. Designing a resilient service today requires a unified effort across front-office and back-office functions and technical and business perspectives. You’ll learn how make IT a full partner in the ongoing conversations you have with your customers. Take a unique customer-centered approach to the entire service delivery lifecycle Apply this perspective across development, operations, QA, design, project management, and marketing Implement a specific quality assurance methodology that unifies those disciplines Use the methodology to achieve true resilience, not just stability
Book Synopsis Rethinking the Delivery of Public Services to Citizens by : F. Leslie Seidle
Download or read book Rethinking the Delivery of Public Services to Citizens written by F. Leslie Seidle and published by IRPP. This book was released on 1995 with total page 220 pages. Available in PDF, EPUB and Kindle. Book excerpt: Based on in-depth research and 50 interviews with senior officials. Examines recent innovations: structural change to separate policy and operational functions; total quality management principles; performance targets, service standards and client assessment; partnership and single window/one stop shopping techniques.
Book Synopsis Open Services Innovation by : Henry Chesbrough
Download or read book Open Services Innovation written by Henry Chesbrough and published by John Wiley & Sons. This book was released on 2011-01-18 with total page 88 pages. Available in PDF, EPUB and Kindle. Book excerpt: The father of "open innovation" is back with his most significant book yet. Henry Chesbrough’s acclaimed book Open Innovation described a new paradigm for management in the 21st century. Open Services Innovation offers a new approach that demonstrates how open innovation combined with a services approach to business is an effective and powerful way to grow and compete in our increasingly services-driven economy. Chesbrough shows how companies in any industry can make the critical shift from product- to service-centric thinking, from closed to open innovation where co-creating with customers enables sustainable business models that drive continuous value creation for customers. He maps out a strategic approach and proven framework that any individual, business unit, company, or industry can put to work for renewed growth and profits. The book includes guidance and compelling examples for small and large companies, services businesses, and emerging economies, as well as a path forward for the innovation industry. "Whether you are managing a product or a service, your business needs to become more open and more inclusive in order to be more innovative. Open Services Innovation will be an invaluable guide to intrepid managers who commit to making that journey." —GARY HAMEL, visiting professor, London Business School; director, Management Lab; and author, The Future of Management "I tore out page after page to share with my leaders. Chesbrough has pioneered an entire rethink of business innovation that’s rich in concept, deeply explained, with tools ready to use in every industry." —SCOTT COOK, founder and chairman of the executive committee, Intuit "Focusing on core competence often tempts managers to keep continuing what succeeded in the past. A far more important question is what capabilities are critical in the future, and Chesbrough shows how to ask and answer these issues." —CLAYTON CHRISTENSEN, Robert & Jane Cizik Professor of Business Administration, Harvard Business School, and author, The Innovator's Dilemma "To thrive, businesses will need to master the lessons of open service innovation. Here is their one-stop guidebook with important lessons clearly and compellingly presented." —JAMES C. SPOHRER, director, IBM University Programs World-Wide "Open Innovation pioneer Henry Chesbrough breaks new ground with Open Services Innovation, a persuasive argument for the power of co-creation in the world of services." —TOM KELLEY, general manager, IDEO, and author, The Ten Faces of Innovation, The Art of Innovation "With his trademark style of beautifully explained examples, Henry Chesbrough shows how open service innovation and new business models can help you escape this product commodity trap and bring you to the next level of competition." —ALEX OSTERWALDER, author, Business Model Generation "Open Services Innovation shows how a business can redefine itself as a service organisation and tap into faster growth through shared innovation." —SIR TERRY LEAHY, chief executive, Tesco "Chesbrough shows how innovating openly with a services mindset can make you a market leader." —CHARLENE LI, author, Open Leadership, and founder, Altimeter Group
Book Synopsis Reengineering Health Care by : James Champy
Download or read book Reengineering Health Care written by James Champy and published by FT Press. This book was released on 2010 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: """Reengineering Health Care" gets to the core of transforming our current system by advocating the widespread use of IT, eliminating inefficient practices, and keeping the system focused on a healthy individual and not on a broken process.""--Newt Gingrich, Founder of the Center for Health Transformation, and former Speaker of the U.S. House of Representatives ""This book is a prescription for streamlining health care. Using the techniques that have successfully transformed business into customer-focused and efficient organizations, the authors provide a step-by-step approach to improving health care processes, guiding health care into the next generation of Lean delivery systems.""--Dr. John Halamka, Chief Information Officer, Beth Israel Deaconess Medical Center ""In health care, we tend to inundate our people with information, rather than enabling them to have insights. This concise guide will resonate with both senior and front-line managers who know they're engaged in unproductive work. They will see that reengineering is not overly difficult and can enable them to improve patient care and efficiency.""--Trevor Fetter, President and CEO, Tenet Health Corporation, and Trustee, Federation of American Hospitals ""It isn't reform that will fix our ailing health care system, its reengineering. Champy and Greenspun highlight organizations that have transformed, and reinvented, themselves by reengineering care delivery-they've lowered costs, improved care quality and patient safety, and increased the satisfaction of those giving and receiving care. Every clinician, hospital executive, and politician should read this book.""--Bill Crounse, M.D., Senior Director, Worldwide Health, Microsoft Corporation ""Implement health care technology, and you have better health care tools; reengineer with a focus on technology, process, and people, and you have a better health care system. This straightforward guide shows how to transform health care to maximize quality, safety, convenience, and impact the cost of delivery. No one can read this book and not feel a profound call to action.""--H. Stephen Lieber, CAE, President & CEO, HIMSS In their legendary book, "Reengineering the Corporation", Jim Champy and Michael Hammer introduced businesspeople to the enormous power of a revolutionary methodology called "reengineering". Using reengineering, businesses around the world have systematically retooled their processes--achieving dramatic cost savings, greater customer satisfaction, and more value. Now, Jim Champy and Dr. Harry Greenspun show how to apply the proven reengineering methodology in health care: throughout physician practices, hospitals, and even entire health systems. You'll meet innovative and visionary leaders who've been successfully reengineering organizations across the entire delivery spectrum and learn powerful lessons for improving quality, reducing costs, and expanding access. This book doesn't just demonstrate the immense potential of health care reengineering to revolutionize health care delivery: "it offers a clear roadmap for realizing that potential in your own organization""." Deliver Better Care to More People, at Lower Cost How reengineering can lead to more efficient, safer delivery--and sharply reduced costs How to focus on prevention and wellness, as well as chronic disease and hospital care How to earn the trust, contributions, and passion of skeptical physicians and health care professionals How to harness technology to create more seamless, accessible, valued, and sustainable health care systems--and avoid technology's pitfalls How Zeev Neuwirth transformed the Lenox Hill Hospital ER and the 700-doctor Harvard Vanguard Medical Associates practice How Tom Knight is revolutionizing patient safety at Methodist Hospital System, one of America's largest private, nonprofit medical complexes How to start today in your own organization!
Book Synopsis OECD e-Government Studies Rethinking e-Government Services User-Centred Approaches by : OECD
Download or read book OECD e-Government Studies Rethinking e-Government Services User-Centred Approaches written by OECD and published by OECD Publishing. This book was released on 2009-10-02 with total page 242 pages. Available in PDF, EPUB and Kindle. Book excerpt: The report gives a broad description of the shift in governments' focus on e-government development – from a government-centric to a user-centric approach. It gives a comprehensive overview of challenges to user take-up of e-government services in OECD countries and ways of improving them.
Book Synopsis Service Design and Delivery by : Mairi Macintyre
Download or read book Service Design and Delivery written by Mairi Macintyre and published by Springer Science & Business Media. This book was released on 2011-04-02 with total page 188 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service Design and Delivery provides a comprehensive overview of the increasingly important role played by the service industry. Focusing on the development of different processes employed by service organizations, the book emphasizes management of service in relation to products. It not only explores the complexity of this relationship, but also introduces strategies used in the design and management of service across various sectors, highlighting where tools, techniques and processes applicable to one sector may prove useful in another. The implementation methods introduced in the book also illustrate how and why companies can transform themselves into service organizations. While the book is primarily intended as a text for advanced-level courses in service design and delivery, it also contains theoretical and practical knowledge beneficial to both practitioners in the service sector and those in manufacturing contemplating moving towards service delivery.
Book Synopsis Rethinking Europe's Future by : David P. Calleo
Download or read book Rethinking Europe's Future written by David P. Calleo and published by Princeton University Press. This book was released on 2003-03-02 with total page 411 pages. Available in PDF, EPUB and Kindle. Book excerpt: Rethinking Europe's Future is a major reevaluation of Europe's prospects as it enters the twenty-first century. David Calleo has written a book worthy of the complexity and grandeur of the challenges Europe now faces. Summoning the insights of history, political economy, and philosophy, he explains why Europe was for a long time the world's greatest problem and how the Cold War's bipolar partition brought stability of a sort. Without the Cold War, Europe risks revisiting its more traditional history. With so many contingent factors--in particular Russia and Europe's Muslim neighbors--no one, Calleo believes, can pretend to predict the future with assurance. Calleo's book ponders how to think about this future. The book begins by considering the rival ''lessons'' and trends that emerge from Europe's deeper past. It goes on to discuss the theories for managing the traditional state system, the transition from autocratic states to communitarian nation states, the enduring strength of nation states, and their uneasy relationship with capitalism. Calleo next focuses on the Cold War's dynamic legacies for Europe--an Atlantic Alliance, a European Union, and a global economy. These three systems now compete to define the future. The book's third and major section examines how Europe has tried to meet the present challenges of Russian weakness and German reunification. Succeeding chapters focus on Maastricht and the Euro, on the impact of globalization on Europeanization, and on the EU's unfinished business--expanding into ''Pan Europe,'' adapting a hybrid constitution, and creating a new security system. Calleo presents three models of a new Europe--each proposing a different relationship with the U.S. and Russia. A final chapter probes how a strong European Union might affect the world and the prospects for American hegemony. This is a beautifully written book that offers rich insight into a critical moment in our history, whose outcome will shape the world long after our time.
Book Synopsis Managing Information Services by : Jo Bryson
Download or read book Managing Information Services written by Jo Bryson and published by Taylor & Francis. This book was released on 2024-11-01 with total page 440 pages. Available in PDF, EPUB and Kindle. Book excerpt: This third edition of Jo Bryson's highly regarded Managing Information Services has been thoroughly revised with an emphasis on managing for a sustainable future. Libraries and information services face uncertain times and this new edition tackles the challenges of planning and managing change, future-proofing for tomorrow, and leading the transformation to a sustainable future. The text also addresses the integration of information services including librarianship, records management and ICT. Essential reading for information students, this text also serves as a comprehensive and detailed reference on the key management topics for information service managers.
Book Synopsis Shared Services in Local Government by : Ray Tomkinson
Download or read book Shared Services in Local Government written by Ray Tomkinson and published by Routledge. This book was released on 2017-03-02 with total page 291 pages. Available in PDF, EPUB and Kindle. Book excerpt: Despite the pressure for local councils to follow the lead of the private sector and develop shared service and partnership arrangements, the barriers in terms of culture, differences in priorities across councils and lack of experience are formidable - yet this is the most likely source of meeting government targets for reduced overheads and improved organizational effectiveness. By using extensive case studies drawn from across local councils in England, Ray Tomkinson explains the implications of sharing service delivery, addresses concerns about loss of control and accountability, and demonstrates the potential advantages. He shows how to set up collaborative ventures, formal partnerships, shared service centres or special purpose vehicles, while pointing out possible pitfalls, thus enabling senior managers to follow all the necessary project steps to create an appropriate shared service. It seeks to examine the evidence of the cost, effectiveness and quality improvements achieved from sharings. This ground-breaking book has been written for everyone in local government; it explores the political and cultural barriers, and legislative/legal framework for joint workings, explains how to find an appropriate governance vehicle, and how to gain the commitment of partners. It deals with political and managerial concerns, risk aversion and parochial issues, and the possible impact on the reputation and performance of both sharers. Shared Services in Local Government is the only comprehensive study for the UK and it will ensure any public sector organization pursuing this route is able to approach the task of creating a shared service with a real understanding of the issues involved.
Book Synopsis Community-Based Service Delivery by : Jung Min Choi
Download or read book Community-Based Service Delivery written by Jung Min Choi and published by Routledge. This book was released on 2021-05-16 with total page 218 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book takes up the challenge of the failure of most initiatives in community-based service delivery to address the significant philosophical shift that is necessary to create, implement, and evaluate appropriately these sorts of projects. Challenging the tendency to focus entirely on practicalities, the authors emphasize the centrality of philosophy to any successful community-based undertaking. While fully acknowledging the importance of local knowledge and the guidance of projects by local people, this volume shows that these principles are often at odds with the ‘Cartesian’ mindset that underpins much project planning, with its emphasis on objectivity in science and knowledge. Since all knowledge is mediated by human activity and embedded in language and other modes of expression, this dualist approach must be reconsidered. A thorough rethinking of traditional service delivery, which takes into account issues of data, methodology, and bias together with questions of generalizability, community, power, and communication, this book will appeal to scholars of sociology, social policy, and social work with interests in community-based service delivery.
Book Synopsis Rethinking International Organizations by : Dennis Dijkzeul
Download or read book Rethinking International Organizations written by Dennis Dijkzeul and published by Berghahn Books. This book was released on 2003 with total page 370 pages. Available in PDF, EPUB and Kindle. Book excerpt: The management of international organizations is attracting growing attention. Most of this attention is highly critical of both the UN system and International NGOs. Sometimes, this criticism lacks depth or reflects insufficient understanding of these organizations, or is based on narrow, and sometimes biased, internal political concerns of a particular country. International relations theory has insufficiently studied the type of linkages that these organizations provide between international decision-making and Northern fundraising on the one hand, and practical action in the South on the other. As a result, current theory too rarely focuses on the inner functioning of these organizations and is unable to explain the deficiencies and negative outcomes of their work. While the authors identify and describe the pathologies of international organizations in, for example, international diplomacy, fundraising, and implementation, they also stress positive elements, such as their intermediary role. The latter, in particular, could form the basis of more efficient and effective policies, in addition to other recent trends, also described in this volume, that hold hope for a stronger functioning of these organizations in the future. This book presents a long overdue empirical and theoretical overview of criticism on and cures for these organizations. It provides a fundamental rethinking of current approaches to the management of international organizations.
Book Synopsis Rethinking Technology in Schools Primer by : Vanessa Elaine Domine
Download or read book Rethinking Technology in Schools Primer written by Vanessa Elaine Domine and published by Peter Lang. This book was released on 2009 with total page 164 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Among the many challenges facing public schooling in the United States is the often irrelevant usage of technology in the classroom - in ways that support the textbook and computer industries more than student learning and achievement. This primer reframes the longstanding debate about instructional technology in school classrooms and challenges the reader to think more critically and conscientiously about the fundamental communication and technological processes that mediate learning and ultimately define education. The primer offers educators at all levels a three-dimensional map for exploring the philosophical, pedagogical, and practical uses of technology to serve rather than subvert the public purposes of education in a democracy."--BOOK JACKET.
Book Synopsis Five Practices for Equity-Focused School Leadership by : Sharon I. Radd
Download or read book Five Practices for Equity-Focused School Leadership written by Sharon I. Radd and published by ASCD. This book was released on 2021-02-08 with total page 263 pages. Available in PDF, EPUB and Kindle. Book excerpt: This timely and essential book provides a comprehensive guide for school leaders who desire to engage their school communities in transformative systemic change. Sharon I. Radd, Gretchen Givens Generett, Mark Anthony Gooden, and George Theoharis offer five practices to increase educational equity and eliminate marginalization based on race, disability, socioeconomics, language, gender and sexual identity, and religion. For each dimension of diversity, the authors provide background information for understanding the current realities in schools and beyond, and they suggest "disruptive practices" to replace the status quo in order to achieve full inclusion and educational excellence for every child. Assuming that leadership to create equity is a unique practice, the book offers * Clear explanations of foundational terms and concepts, such as equity, systemic inequity, paradigms and cognitive dissonance, and privilege; * Specific recommendations for how to build support and sustainability by engaging colleagues and other stakeholders in constructive dialogues with multiple perspectives; * Detailed descriptions of routines and roles for building effective equity-leadership teams; * Guidelines and tools for performing an equity audit, including environmental scans; * A change framework to skillfully transform your system; and * Reflection activities for self-discovery, understanding, and personal and professional growth. A call to action that is both passionate and practical, Five Practices for Equity-Focused School Leadership is an indispensable roadmap for educators undertaking the journey toward an education system that acknowledges and advances the worth and potential of all students.
Book Synopsis Rethinking Rehabilitation by : Kathryn McPherson
Download or read book Rethinking Rehabilitation written by Kathryn McPherson and published by CRC Press. This book was released on 2015-03-19 with total page 234 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book informs readers about how leading researchers are rethinking rehabilitation research and practice. It emphasizes discussion on the place of theory in advancing rehabilitation knowledge, unearthing important questions for policy and practice, underpinning research design, and prompting readers to question clinical assumptions. Each author proposes ways of thinking that are informed by theory, philosophy, and/or history as well as empirical research. Rigorous and provocative, it presents chapters that model ways readers might advance their own thinking, learning, practice, and research.
Download or read book Reports and Testimony written by and published by . This book was released on 1993 with total page 656 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Contracting for Public Services by : Carsten Greve
Download or read book Contracting for Public Services written by Carsten Greve and published by Routledge. This book was released on 2007-09-12 with total page 238 pages. Available in PDF, EPUB and Kindle. Book excerpt: Insightful and comprehensive and covering new subjects like globalization and IT, this text, international in its approach, provides a thorough introduction to the key phases of the contracting process and the skills required by managers in its implementation. These include: policy for contracting strategic purchasing understanding markets communicating the contracting decision designing and drafting the contract the role of the consumer the regulation of service provision Illustrated throughout with practitioner case-studies from a range of OECD countries, this book presents an important new theoretical ‘contract management model’ and a ‘mature contract model', and explores the mechanisms, formal rules and informal norms that influence the way governments contract for public services. This book is essential reading for all students of public management and all public service managers.
