‘Why Partnership Working Doesn't Work’

Abstract

English public services in general (and health and social care in particular) have become increasingly dominated by the notion of partnership working. Despite this, more recent years have seen something of a reaction against partnerships. This article reviews lessons learned from a case study of a forensic mental health partnership, arguing that the service in question reveals a number of common pitfalls in terms of the way that partnerships are established and put into practice. In many ways, this was not the fault of the case study partnership, but the product of the wider institutional context in which health and social care partnerships have been developed and promoted. Ultimately, the article suggests some additions to the partnership theoretical literature, before concluding that the current concept of partnership working may lose credibility without additional work to clarify its meaning and contribution.     

In Search of Collaborative Public Management

Abstract

This paper describes how managers from disparate organizations collaborated to implement a crime programme through the mechanism of a multi-layered crime partnership. The case is analysed using three theoretical models: collaborative public management (CPM), new public management (NPM) and public administration (PA). A case study research strategy was adopted with eighteen managers from the partnership being interviewed and ten partnership meetings being observed, to enhance understanding of management practice under partnership. This paper provides evidence for CPM, a model of management suited to deliver on the shared outcomes required by government from the varied organizations involved in crime programmes.     

Reorganizing the welfare state administration

Abstract

This article addresses the big welfare administration reform in Norway. The reform is a merger of the employment and national insurance administrations, combined with more formal collaboration with the local government social services administration. The reform introduced a mandatory partnership model between central and local government. This model is a hybrid of hierarchy and network. A substantial dilemma in the particular partnership model chosen is how to enhance vertical control at the same time as sustaining the autonomy of local government. The partnership model created to solve this dilemma represents a delicate and ambiguous balance between accountability to the central government and to the local council.     

Union partnership as a facilitator to HRM: improving implementation through oppositional engagement

Abstract

This paper provides a nuanced insight into the workplace level interactions between a union and HRM systems within a union-management partnership arrangement. Soft outcomes of HRM systems typically suffer from compromised implementation by managers struggling to balance competing operational priorities, but we show how a union limits this poor implementation. Qualitative and documentary data were retrieved from a major UK retailer and a trade union to examine how union activity interacts with HRM delivery. Firstly, union communication systems enhanced or replaced company systems of employee voice. Secondly, union activity policed management implementation of HRM practices to limit their subjugation to short-term productivity increases, improving outcomes for employees and the HRM system for the company. These outcomes were achieved through oppositional engagement within the context of partnership, which points towards a persisting and productive pluralism within the cooperative rhetoric.     

A service governance mechanism based on process mining for cloud-based applications

ABSTRACT

With the widely use of cloud computing in enterprise information systems, service governance becomes critical for an enterprise to adapt to a changing business environment. In order to provide a dynamic strategy for continuous service governance, in this paper a comprehensive service analysis solution is proposed to address both design time and run-time requirements for cloud applications. First, a process-centric Semantic Scene Model is composed to combines static business requirements with dynamic execution information. Then service analysis is conducted referring both to the business process mining results from event logs and the Semantic Scene Model given by business model designers. Service governance strategies are generated from the service analysis results and are performed to qualitatively classify the Quality of Service (QoS) of the services. Finally the approach is verified with a transportation logistics service application in a cloud platform. The result shows that our method can get continuous service governance through combining business processes with run-time service analysis.     

State–third Sector Partnerships: A short overview of key issues in the debate

Abstract

The theme of partnership with the third sector has been on the agenda of public management research for a long time now, not least in this journal. As an introduction to a special issue on this topic, the article discusses two issues crucial to further study of this phenomenon. The first on the types or categories that can be distinguished when comparing these partnerships between countries or policy fields; the second how recent public management reforms (especially of the New Public Management variety) have affected the nature of third sector organizations and their role in relation to the state.     

Service Quality Measures in Vietnam and Australia

Abstract

Satisfied customers are vital to creating and maintaining a sustainable advantage in the highly competitive business environment that applies today. Other forms of competitive advantage are easily lost, or copied by competitors. Consequently, customer satisfaction and service quality have been of considerable interest to researchers and practitioners alike over the last two decades, and a substantial body of formal academic work has emerged to address these issues. However, comparatively little work has been done to date in studying what managers of businesses actually do in practice to measure, and consequently manage, their customer satisfaction and service quality, and there has been even less work done on international differences in perceptions of these attributes. This paper reports the results of a comparative study of managers' perceptions of their customers' opinions of service quality in Australia (as an example of a developed country, 318 responses) and Vietnam (as an example of a country in transition from central control, 49 responses).     

Public–Private Partnership’s Procurement Criteria: The case of managing stakeholders’ value creation in Kazakhstan

Abstract

The article presents the study of the criteria that Kazakhstan’s government used for granting a public–private partnership (PPP) contract to a private investor for construction and operation of eleven kindergartens in the city of Karaganda during 14 years. From the perspective of value creation for critical stakeholders, there was often misalignment between bidders’ views of these criteria and the perceived value for citizens and the government. The latter may significantly enhance the creation of shared values in a PPP by actively engaging stakeholders in the design of the bids’ assessment criteria.     

Global Competition for Work

Abstract

This paper argues that a global paradigm shift is underway involving work; that the trend of people migrating to find life-sustaining/enhancing work is evolving to a future state where work will migrate to find a workforce capable of adding value. The transition in Wales after the loss of its steel and coal industries is used to highlight the processes involved in building an infrastructure to attract inward investment and create jobs. The paper concludes with a call for research to help us understand the dynamics involved in successfully competing for work.     

A context-based service matching approach towards functional reliability for industrial systems

ABSTRACT

As service-oriented computing is commonly used in industrial systems to deal with the continually changing business environment, matching processes with existing services becomes one of the most important phases in constructing, integrating and optimizing information systems. The precision of semantic service matching becomes a critical factor in ensuring the correctness of functionalities in system processes. However, the dependability of semantic service matching cannot be warranted in complex contexts. To improve semantic service matching for industrial systems, a context-based semantic service matching approach named ‘Process-Based service MatchMaker’(PBMM) is proposed in this paper. It selects the suitable services for the process from candidate services through taking the dependencies of related services process into consideration.     

Play at work,learning and innovation

ABSTRACT

Suggesting a virtuous triangle constituting public service innovation of new governances, innovation and learning, the paper examines how and why a particular mode of learning occurs: that of play. Having identified an absence of research literature on play as a catalyst for new ideas in public services, the paper argues that the diversified nature of public services and disciplinary intermixing offers fertile ground for playing with new service ideas. Our conception of play avoids functional interpretations, such as Amabile or individualizing the results of play and instead draws upon Vygotsky’s social learning theory to conceptualize play as a group activity from which new ideas emerge and suggest a new framework for understanding purposive play at work and the contribution it can make to public service innovation.     

Joining the Dutch Civil Service

Abstract

This article focuses on the work motivation of employees who joined the Dutch civil service between 2000 and 2006. It relates changes in five distinct motives to the changing economic context and the recruitment campaign run by the Dutch civil service. Results show that both extrinsic and public service motivations of employees were greater when unemployment was higher. Surprisingly, the intensity of the recruitment campaign correlated with both intrinsic and extrinsic motives, and the campaign appears to have attracted workers with a higher level of public service motivation and with a greater attraction to the public sector.     

A critical review of forms of corporate community involvement: from philanthropy to partnerships

• The paper offers a critical review of the forms of corporate community involvement (CCI) including: corporate philanthropy, benefaction, patronage, sponsorship and cause related marketing (CRM) and partnership. It discusses the differences/similarities and compares the limitations of the transactional forms of interaction with the latest form of partnership.
• The paper suggests that the form of partnership represents a shift towards a non-linear business model of CCI, that is moving away from an outcome towards a process orientation. Three factors are identified conditioning the successful implementation and sustainability of partnerships which are linked with the previous limitations of transactional approaches of interaction. Finally, the paper puts forward three propositions in order for partnerships to: (1) contribute to the increase of institutional trust among organisations and across sectors; (2) assist in balancing the dynamics across the sectors and (3) appreciate the process of interaction as a source of benefits.

Copyright © 2007 John Wiley & Sons, Ltd.     

Towards Legitimate Water Governance?

Abstract

This article addresses how and to what extent a governance mode can legitimately provide public services. A single case study of the partially privatized Berlin Waterworks is used to analyse the level of input and output legitimacy as well as potential trade-offs between the criteria emerging in a public–private partnership (PPP) in the water supply and sanitation sectors. While the Berlin Waterworks as a PPP leads to a lower level of resource protection and public acceptance, it leads to a higher level of efficiency and profitability than under the previous public model.     

Strategic partnerships and relationship marketing in healthcare

Despite repeated government policies to introduce market-orientation and customer-focus into the UK National Health Service, there is still much anecdotal evidence of unsuccessful policy implementation. In this article we investigate the attitudes of healthcare managers to one recent policy initiative based on partnership working that is intended to provide integrated and customer-focused service to patients. While acknowledging the tensions and dilemmas inherent in private sector marketing concepts, we argue that relationship marketing has considerable potential in public healthcare contexts, based on its advocacy of building relationships between providers and customers and between providers and their suppliers. Using the framework of relationship marketing we identify healthcare managers' concerns about the motives, effects and benefits of implementing partnership arrangements in two regions of the NHS. Through a longitudinal research design our findings suggest that while respondents' attitudes to partnership working and customer focus had become more positive after two years of policy implementation, they remain centred on the service process rather than the customers it serves. We discuss what still needs to be done to transform public healthcare from what is still a predominantly supplier and product-driven service to one that is truly relationship orientated.     

Labour inclusion of people with disabilities in Spain: the effect of policies and human resource management systems

Abstract

This research answered the question of which elements, linked to HR management, facilitate the labour inclusion of people with disabilities. We analysed the existence of policies in different organizations, and the interaction between these policies and the adaptation of the human resource management systems in order to archive effective labour inclusion. Spanish Human Resource managers answered a questionnaire theoretically based on the Human System Audit model. Results showed that the existence of a strategic plan for the normalization of disability in the work environment effectively leads to high levels of inclusion. This is especially relevant for those organizations that have not adapted the systems of training, professional development and internal communication to people with disabilities. The added value and newness of this research lies in bringing empirical evidence on the role of a strategic plan to normalize disability in the work environment, a policy with an internal- and external-focus, as a diversity strategy roadmap in the framework of an inclusive culture.     

Homogeneous semi-Markov reliability models for credit risk management*

Abstract The credit risk problem is one of the most important issues of modern financial mathematics. Fundamentally it consists in computing the default probability of a company going into debt. The problem can be studied by means of Markov transition models. The generalization of the transition models by means of homogeneous semi-Markov models is presented in this paper. The idea is to consider the credit risk problem as a reliability problem. In a semi-Markov environment it is possible to consider transition probabilities that change as a function of waiting time inside a state. The paper also shows how to apply semi-Markov reliability models in a credit risk environment. In the last section an example of the model is provided. Mathematics Subject Classification (2000): 60K15, 60K20, 90B25, 91B28 Journal of Economic Literature Classification: G21, G33     

Reforming public services: does service logic have anything to offer?

ABSTRACT

This article discusses what service management and the logic of service (SL) can offer to public service management. There are no real inbuilt differences between public and private service organizations and no reasons why public service organizations (PSOs) would be less efficient and less service-focussed and oriented towards service users than private service organizations. Good service management rather than privatization is required to make a PSO more efficient and effectively outward-oriented. Service-focussed value creation management and how service logic can be applied by PSOs to enable them to transform to outward-focussed service organizations are discussed. A change framework is presented.     

Clarifying the effect of organization learning on service innovation: the mediating role of intellectual capital

Abstract

The study of intellectual capital has gained interest in today’s highly competitive landscape. Using intellectual capital as a mediator, this paper developed an integrated model to examine whether organization learning affects and increases the capacity for new service development (NSD). The results from the study of 598 hotel managers support this model across multi-dimensions of intellectual capital and show that intellectual capital plays a mediating role between organizational learning and NSD. This paper also finds exploitative organization learning enhances the positive effect of organization capital because it fosters a positive link between relational capital and human capital. The study also discusses how this intriguing pattern of mediation could be explained by using theory and research with a regulatory focus.     

New Public Management and Citizens' Perceptions of Local Service Efficiency,Responsiveness, Equity and Effectiveness

Abstract

We examine the relationship between a range of new public management (NPM) practices and citizens' perceptions of service efficiency, responsiveness, equity and effectiveness in English local governments. We find that public–private relationships have a negative relationship with citizens' perceptions of all four dimensions of local service performance, but an entrepreneurial strategic orientation exhibits a positive association with all four. Performance management is also likely to positively influence rather than negatively influencing citizens' perceptions of local public services. Further analysis revealed that the impact of NPM practices varies according to the level of socio-economic disadvantage confronted by local governments.