188 research outputs found
Modelli concettuali e strumenti operativi per la valutazione e il miglioramento della «performance» nellâerogazione dei servizi pubblici in una prospettiva di soddisfazione dellâutenza
La qualitĂ dei servizi Ăš stata riconosciuta come un rilevante aspetto caratterizzante la performance dellâazienda pubblica, analogamente alla capacitĂ di operare secondo
criteri di efficienza e nel rispetto dei vincoli di bilancio.
Sebbene sia possibile riscontrare alcuni casi di customer satisfaction nelle amministrazioni pubbliche italiane, a tuttâoggi il tema presenta significative criticitĂ ,
specialmente in ordine agli aspetti metodologici e agli strumenti operativi che consentano di integrare tali valutazioni nel sistema di programmazione e controllo e
nel piĂč ampio sistema di controllo organizzativo delle aziende che erogano tali servizi.
Il presente lavoro adotta una diversa prospettiva di analisi del miglioramento della performance in ottica di âcustomer satisfactionâ, rispetto a quella tradizionalmente
utilizzata, specie con riferimento al settore pubblico. Piuttosto che focalizzare soltanto lâinterazione tra âcliente/utenteâ esterno allâamministrazione pubblica e unitĂ
direttamente preposte allâerogazione dei servizi, in questa sede si propone di una chiave di lettura di tipo interistituzionale. Tale prospettiva Ăš volta a comprendere le criticitĂ e i generatori di prestazione connessi allo svolgimento dei processi gestionali
da cui deriva il conseguimento di âprodottiâ dellâattivitĂ amministrativa a beneficio dei âclienti/utentiâ interni ed esterni, rispetto allâamministrazione pubblica. La
rappresentazione della âcatena del valoreâ alla luce della quale sia possibile esplicitare le responsabilitĂ e i connessi indicatori di performance volti a collegare in sequenza diverse unitĂ di âback-officeâ nel settore pubblico, ai fini del miglioramento del servizio allâutenza finale, costituisce un momento fondamentale per internalizzare nella pubblica amministrazione gli stimoli provenienti dalle tradizionali indagini di âcustomer
satisfactionâ e tradurli in concreti miglioramenti ai processi gestionali e ai connessi âprodottiâ dellâattivitĂ amministrativa
Looking at the impact of collaborative policies on intangibles and outcomes through dynamic performance governance
The Etorkizuna Eraikiz (EE) case study provides thought-provoking insights
on the role of intangibles as driving forces for a collaborative network governance
primarily lead by the civil society. Among such factors are: 1) social
cohesion around core values rooted in cultural traditions (e.g. language and
gastronomy); 2) natural and historical assets; 3) human and social capital;
and 4) policy innovation. All of them are at the same time framed in an ideal
continuity with history, and consistently transposed into the future (Bianchi
et al., 2019, p. 104).
The fast and intensive growth in both the collaborative network and the
achieved outcomes experienced since the inception of the EE âmodelâ suggests
how intangibles (e.g. leadership, active citizenship and stakeholdersâ aptitude
to leverage natural and historical assets) can make a difference for generating
community value. In the EE case, the intangibles profiling the civil society
have been the main trigger for successfully deploying the endowment of
available shared strategic resources (most of which are intangible too) to
generate community outcomes
Teaching Public Administration Abroad through the Fulbright Specialist Program
The purpose of this article is to promote the benefits of the Fulbright Specialist Programâwhich was created in 2001 as a short-term complement to the Fulbright Scholar Programâand to encourage more public administration scholars to consider teaching abroad. After providing an overview of the Fulbright Specialist Program and the collaborative teaching approach we used for the preparation and delivery of instructional materials, it presents a number of lessons learned
from the perspective of the Fulbright Specialist and the host institution for maximizing the experience of teaching abroad. This article also is dedicated to the work of Fulbright, which has pursued its mission to increase mutual understanding between the people of the United States and the people of other countries for 65 years.The purpose of this article is to promote the benefits of the Fulbright Specialist Programâwhich was created in 2001 as a short-term complement to the Fulbright Scholar Programâand to encourage more public administration scholars to consider teaching abroad. After providing an overview of the Fulbright Specialist Program and the collaborative teaching approach we used for the preparation and delivery of instructional materials, it presents a number of lessons learned from the perspective of the Fulbright Specialist and the host institution for maximizing the experience of teaching abroad. This article also is dedicated to the work of Fulbright, which has pursued its mission to increase mutual understanding between the people of the United States and the people of other countries for 65 years
Territorial Governance, E-Government and Sustainable Development Policy: A System Dynamics Approach
The goal of this paper is to demonstrate how system dynamics modelling can be used in e-government policy and systems as an aid to spport territorial ananlysis, planning and governance, sustainable performance in urban areas and the assessment of policy outcomes. Topics such as renewable energy, efficiency, the design and exploitation of urban energy, water and waste management infrastructure and the alignment of different stakeholders provide relevant fields of study for the analysis of this paper. Specifically, we reflect upon the way in which a preliminary dynamic performance management model of an exemplary case study can be used to foster a common shared view among different policy makers as a way to highlight new ways to enable sustainable development in urban areas
The Design and Execution of Performance Management Systems at State Level: a Comparative Analysis of Italy and Malaysia
Performance management is maturing as an effective approach in public organizations around the world in improving
public services. However, the existing models, based primarily on best practices of first-world nations, have limitations
that must be addressed. One of which is the relative lack of attention to the context of performance management reform.
This international comparative case study analyses the experience of Italy and Malaysia in the design and execution of
performance management systems at the national level. It seeks to contribute to the comparative literature on performance
management across national jurisdictions. Italy and Malaysia also offer a contrasting study given their differing stage of
economic development and extent of statism. Both these countries have a long history of reform to offer a good sample on
the evolution of performance management at the national level of administration.
Based on selected interviews of stakeholders in the reform effort and literature review, this study investigates how
performance management systems have changed over the past decades, the motivations behind their metamorphoses, their
common elements across the two countries and what accounts for the respective progress in the execution of the two
systems.
The study also inquires into the role that the institutional framework (formal, budget process, law mandating performance
management, and planning and control systems) plays in bolting these systems on the fabric of public administration and in
making the performance management systems robust.
The study presents policy recommendations and strategies on how governments can create more robust performance
management systems for enhanced accountability and transparency in an age of resource constraint. These include the
consideration of organizational setting (centralization or decentralization) for performance management, the development
of financial and non-financial indicators, especially those that are outcomes-based, planning and control mechanisms,
culture, the impact of performance management legislation, the role of administrative and political leadership, and the need
for an informational infrastructure that supports performance management
Using a Dynamic Performance Management approach to reinforce the benefits of territorial strategic planning
The purpose of this paper is to present how system dynamics (SD) can be used to enrich performance management in local government and to foster a common shared view of the relevant systemâs structure and behavior among stakeholders for territorial strategic planning.
We begin by framing how dynamic complexity through SD modeling can support consensus building among different stakeholders within a territory, which moves beyond the traditional view of strategic planning within the context of a single jurisdiction. A Dynamic Performance Management (DPM) approach, as shown by our case-study, may help such players to overcome possible barriers to collaboration because of its support to better detect how pursuing a sustainable development in the territoryâs performance impacts on the sustainability of each single institution belonging to the territory.
This implies that territorial public agencies, e.g. municipalities, may understand and communicate to their stakeholders that long term performance cannot be only assessed in financial terms or by referring to output measures only, but also in relation to the outcomes that public services will be able to generate as value transferred to the territory. Likewise, the enterprises operating in a given territory should be enabled to detect how their own performance can be sustainable in the long run if they will be able to generate not only financial capital, but also social capital to the benefit of the other players belonging to the territory.
Therefore, a key to implement a DPM approach for each of the players is to combine an institutional (single-player) with an inter-institutional (i.e. multi-players or territory) perspective with a view to enhancing performance and pursuing sustainable development. An inter-institutional perspective frames the territory (rather than a single institution) as the relevant system where to comprise and manage the cause and effect relationships between performance factors and strategic resources
MANAGING LEVERS OF ORGANIZATION DESIGN TO ENHANCE SMESâ LONGEVITY: An Agenda for Further Research
SME success is often primarily linked to the personal traits of entrepreneurs and vice versa. In terms of SME failure, most of the literature, research and popular press, seems focused on individual factors, such as those related to the owner/entrepreneurâs profile and behavior, or contextual factors like those associated with relationships between the firm and its own stakeholders, especially on the competitive and financial systems arenas.
That said, some scholars have emphasized the relevance of organizational design for SME longevity, though there seems to be little inter-relating of the two sides. This paper examines the relationships between owner/entrepreneur attributes and organization design and infrastructure in an attempt to gain a clearer understand of SME longevity and failure. It examines critical issues in appropriateness and comprehensiveness of organizational design, control and decision-making flexibility and risk perception. It concludes that these linkages are not well understood and may lead to unhelpful misdiagnoses of small business failure. It consequently suggests a research agenda based on a structural analysis and modeling using the system dynamics approach
Alla ricerca dei fattori rilevanti nellâadozione dei sistemi di gestione della performance nelle amministrazioni pubbliche territoriali. Lâanalisi di due casi di studio.
La ricerca scientifica ha dimostrato che la gestione della performance nelle amministrazioni pubbliche
sta oggi spostando il proprio focus dalla mera attivitĂ di raccolta e rendicontazione di dati alla
generazione di informazioni atte a supportare la formulazione di decisioni. Lâanalisi comparativa
dei casi di studio analizzati in questo articolo mira ad identificare i fattori critici sottostanti alla
progettazione e allâutilizzo dei sistemi di gestione della performance nelle amministrazioni regionali.
Da questa analisi emerge che alcune variabili risultano essenziali ai fini di unâefficace adozione dei
sistemi di performance management. Tra queste variabili sono annoverabili: il ruolo della legislazione,
le doti di leadership degli amministratori, e le caratteristiche degli indicatori di performance
adottati. Con questo lavoro ci si auspica di poter suscitare nel management delle amministrazioni
regionali la consapevolezza che la leadership e le competenze professionali sono fattori decisivi
per supportare una progettazione e adozione dei sistemi di gestione della performance, che vada
oltre la ricerca dellâadempimento formale di prescrizioni normative.The literature has shown that the focus on performance management is shifting from collecting and
reporting data to actually using them for decision making. The comparative case-study analysis
presented in this article aims to identify the critical factors for adopting and implementing relevant
performance management systems in regional governments. The evidence emerging from this casestudy
analysis finds that certain variables are essential to advancing our progress in performance
management, including the role of legislation, the need for leadership, and the characteristics of
performance indicators. The hope of this research is to encourage regional administrators to embrace
leadership roles in interpreting and applying legal frameworks for realizing the benefits of
performance management
Performance Management in Local Government: The Application of System Dynamics to Promote Data Use
The purpose of this article is to demonstrate how system dynamics can be used to enrich performance management in local government, focusing specifically on how the development of conceptual and simulation system dynamic models can foster a shared view of the relevant system among stakeholders to overcome factors that limit data use. Responding to this purpose, we present a normative case study on how key drivers can be used to foster a shared view of the residential refuse collection system for supporting policy and process changes. A major finding from our research, however, is that performance management cannot overlook the broader forces of citizenship outcomes that impact the community
Applying system dynamics modeling to foster a cause-and-effect perspective in dealing with behavioral distortions associated with a city's performance measurement programs
This paper aims to show how applying system dynamics methodology to performance management can provide a powerful modeling perspective enabling public sector organizations to prevent, detect, and counteract behavioral distortions associated with performance measurement. A dynamic performance management approach is able to support performance management system designers in outlining and implementing a consistent set of measures that can allow public sector decision-makers to pursue sustainable organizational learning and development. This perspective implies a major shift from a static to a dynamic picture of organizational processes and results. It means framing delays between causes and effects, feedback loops, and trade-offs in time and space associated with alternative scenarios. It also means understanding how different policy levers impact the accumulation and depletion of strategic resources over time, and determining how performance drivers affect end results. An exemplar application of this perspective is outlined in relation to municipal crime-control policies. Unintended behavioral consequences generated by the implementation of the CompStat program (New York Police Department) on reward and performance management systems are framed through the "lenses" of dynamic performance management
- âŠ