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: eBook
Language: English
Published: Bingley, U.K. : Emerald Publishing Limited, 2021.
Subjects:
Public administration.
Total quality management.
Organizational effectiveness.
Business & Economics, Customer Relations.
elektronické knihy
electronic books
ISBN: 9781839821509
Physical Description: 1 online resource (xviii, 126 pages)

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Table of contents

LEADER 03383nam a2200433Ii 4500
001 em-9781839821509
003 UtOrBLW
005 20210329115659.0
006 m o d
007 cr un|||||||||
008 210401t20212021enk ob 001 0 eng d
020 |a 9781839821509  |q (e-book) 
040 |a UtOrBLW  |b eng  |e rda  |c UtOrBLW 
080 |a 353.1 
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. 
650 7 |a Business & Economics, Customer Relations.  |2 bisacsh 
650 7 |a Public administration.  |2 bicssc 
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  |y Full text 

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