Improving Service Delivery Through Provider Training: A Process Evaluation of the Veterans Affairs Palo Alto Health Care System “Commitment to SERVE” Workshop

As the customer-focused management strategies gradually advances into all of the VISNs [Veterans Integrated Service Networks], the Veterans Health Administration in Palo Alto, California implemented a customer service training program for employees to meet the diverse and complex needs of its customers. This research will analyze whether participants in this training, known as Commitment to SERVE, believe that it is achieving its goal. In other words, does the Veterans Affairs Palo Alto Health Care System (VAPAHCS) staff perceive the Commitment to SERVE workshop as a beneficial customer service training program

The organizational change in the italian public personnel management

Premise. The importance of the new human resources management. Evolutionary trends in the personnel management. The Italian Public Administration: structural and organizational differences. The organizational public supply's system. The personnel management in the Public Sector. Evolutionary lines of public personnel management. Conclusive considerations. Bibliograph

The impact of central government steering and local network dynamics on the performance of mandated service delivery networks: the case of the Primary Health Care networks in Flanders

This paper focuses on the impact of central – local relations on the performance of local service delivery networks set up by central government. Analyzing network literature leaves us with some questions about the impact of coordination strategies of central government as a possible determinant of network-level effectiveness for this type of network and the possible interaction between central government coordination (as part of the network context) and internal network dynamics and the combined effects hereof on the effectiveness of mandated service delivery networks in particular. Our analysis shows that both levels are important to explain the outcomes of the Primary Health Care networks in Flanders. Our study also leads to some important observations about the meaning of ‘central government coordination’ in this context

The Estonian organizations - the subjects of transformation

Estonia stayed fifty years under the communist regime. This paper explores the transformation of Estonian organizations within the framework of the Leavitt's model of change where the process is analyzed from the perspective of four organizational elements: people, organizational goals, structure, and technology. In respect with the people the role of individuals is emphasized as well as the polarization of mindsets is discussed. The new era forced to clarify the organizational task because of market economy. The organizational structure does not change as fast as the other elements do and hierarchy considered being important. The formalization tactics (personnel selection and training) have gained new meaning in the process of transformation of organizations. The technology has varied due to the twofold possibilities- advantage to introduce the new informational technology and the usage of the old fashion machinery. Change of the society led to the change of organizations, which had the transformational nature. There was shown that all the elements of the organizations had the pressure to find new forms of existence

The influence of distributed leadership on teachers' organizational commitment: a multilevel approach

In the present study the effects of a cooperative leadership team, distributed leadership, participative decision-making, and context variables on teachers' organizational commitment are investigated. Multilevel analyses on data from 1522 teachers indicated that 9% of the variance in teachers' organizational commitment is attributable to differences between schools. The analyses revealed that especially the presence of a cooperative leadership team and the amount of leadership support played a significantly positive key role in predicting teachers' organizational commitment. Also, participative decision-making and distribution of the supportive leadership function had a significant positive impact on teachers' organizational commitment. In contrast, distribution of the supervisory leadership function and teachers' job experience had a significant negative impact

Consumer Cooperatives: An Alternative Institutional Model for Delivery of Urban Water Supply and Sanitation Services?

This paper describes the essential characteristics of consumer cooperatives engaged in the provision of basic services and discusses their applicability as a model for water supply and sanitation service provision in urban areas. A cooperative is an autonomous association of persons united voluntarily to meet their common economic, social, and cultural needs and aspirations through a jointly-owned and democratically-controlled enterprise. The paper focuses on system-wide urban water supply cooperatives and it is thus not concerned with urban or peri-urban cooperatives that depend on either boreholes or bulk purchases of water from a utility for distribution, nor does it refer to rural water supply cooperatives that are generally small. After a general overview of cooperatives and a discussion of the main characteristics of utility cooperatives, the paper reviews the case of SAGUAPAC, a successful urban WSS cooperative in Bolivia, from which it draws some conclusions in the form of a preliminary assessment of cooperatives as a model for delivery of urban water supply and sanitation (WSS) services

Agile and Pro-Active Public Administration as a Collaborative Networked Organization

In highly competitive, globalized economies and societies of always-on-line people intensively using the Internet and mobile phones, public administrations have to adapt to new challenges. Enterprises and citizens expect public administrations to be agile and pro-active to foster development. A way to achieve agility and pro-activity is application of a model of Collaborative Network Organizations in its two forms: Virtual Organizations (VO) and Virtual Organization Breeding Environments (VOBE). In the paper, advantages are shown of public administration playing a role of a Virtual Organization customer on the one hand, and a Virtual Organization member on the other hand. It is also shown how public administration playing a role of a Virtual Organization Breeding Environment may improve its agility and promote advanced technologies and management methods among local organizations. It is argued in the paper that public administration should provide a Virtual Organization Breeding Environment as a part of public services.Comment: 6 pages, 2 figure

Nurse Residency Program: Best Practices for Optimizing Organizational Success

A nurse residency program’s best practice recommendations are presented within this article and are organized around three processes: establishing the program infrastructure, creating a multistaged evidence-based program, and sustaining the program through appropriate evaluation and dissemination of results. These recommendations represent lessons learned and key findings derived from a team of academic and nursing professional development educators after 7 years of residency program implementation at multiple rural and urban hospital sites. Organizations, regardless of size and resources, can use these recommendations to increase the likelihood of building a successful residency program