Customer development of effective performance indicators in local and state level public administration

As communities demand more transparency and involvement in community affairs, local public administrators and government authorities are seeking new ways to meet those needs. A fundamental way to bridge community needs with authority's actions is through the customer-oriented development of Per...

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Bibliographic Details
Main Authors Schulz, Rebekah (Author), Sense, Andrew (Author), Pepper, Matthew J., 1977- (Author)
Format Electronic eBook
LanguageEnglish
Published Bingley, U.K. : Emerald Publishing Limited, 2021.
Subjects
Public administration.
Total quality management.
Organizational effectiveness.
elektronické knihy
electronic books
Online AccessFull text
ISBN9781839821509
DOI10.1108/9781839821486
Physical Description1 online resource (xviii, 126 pages)

Cover

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100 1 |a Schulz, Rebekah,  |e author. 
245 1 0 |a Customer development of effective performance indicators in local and state level public administration /  |c Rebekah Schulz (Georges River Council, Australia), Andrew Sense (University of Wolongong, Australia), Matthew Pepper (University of Wollongong, Australia). 
264 1 |a Bingley, U.K. :  |b Emerald Publishing Limited,  |c 2021. 
264 4 |c ©2021 
300 |a 1 online resource (xviii, 126 pages) 
336 |a text  |b txt  |2 rdacontent 
337 |a computer  |b c  |2 rdamedia 
338 |a online resource  |b cr  |2 rdacarrier 
500 |a Includes index. 
504 |a Includes bibliographical references. 
505 0 |a Chapter 1. Introduction -- Chapter 2. What is a quality perspective towards developing performance indicators? -- Chapter 3. The key elements of the PIHOQ framework -- Chapter 4. A guide to the development of the PIHOQ -- Chapter 5: Benefits, challenges and the road ahead. 
520 |a As communities demand more transparency and involvement in community affairs, local public administrators and government authorities are seeking new ways to meet those needs. A fundamental way to bridge community needs with authority's actions is through the customer-oriented development of Performance Indicators (PI). However, this is often not a core focal point and as a result, performance indicators are often output and not impact focused, and thus can lack relevance and utility. Addressing this gap in academic and practical knowledge, 'Customer Development of Effective Performance Indicators in Local and State Level Public Administration' presents a structured process to enable public organisations and their communities to jointly develop performance indicators for public organisation's operations, and enabling communities to determine key performance indicators that are both highly relevant and contextually useful. Grounded in quality management principles, the book encourages community members to participate in practical co-production, promotes mutual learning and joint ownership, fosters relationship building between diverse customer groups, and inspires open conversations regarding local government operations. This book provides ground breaking insights for public administrators at all levels, as well community leaders, and scholars of business, public administration, and social responsibility.  
588 0 |a Print version record. 
650 0 |a Public administration. 
650 0 |a Total quality management. 
650 0 |a Organizational effectiveness. 
655 7 |a elektronické knihy  |7 fd186907  |2 czenas 
655 9 |a electronic books  |2 eczenas 
700 1 |a Sense, Andrew,  |e author. 
700 1 |a Pepper, Matthew J.,  |d 1977-  |e author. 
776 0 8 |i Print version:  |z 9781839821493 
776 0 8 |i PDF version:  |z 9781839821486 
856 4 0 |u https://proxy.k.utb.cz/login?url=https://doi.org/10.1108/9781839821486 

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