Quality management and organizational context in selected service industries of China

By developing an empirical taxonomy of quality management systems (QMS) in selected service industries in China, we compare the taxonomy of QMS developed in the service industries to that found in previous studies in manufacturing industries. We further investigate contingency relationships between the development of a QMS and its organizational contexts. Based on cluster analyses of quality management practices measured by the Malcolm Baldrige National Quality Award (MBNQA) criteria, we found four patterns of service quality management practices: undeveloped, accommodating, strategic, and soft quality systems. Our research indicates that the type of quality system adopted by an organization is highly associated with organizational contextual factors. Our results indicate that environmental uncertainty shapes the development of a QMS in the early stage, while the perceived importance of quality induces the further development of a QMS to a strategic quality system. The results also show that small service firms that compete locally can achieve very good performance results using a soft quality system, a QMS with no formal process management systems. This research provides empirical evidence on contingent relationships among quality management practices, organizational context, and business performance, thus contributing to contingency theory in quality management.     

Serving two organizations: Exploring the employment relationship of contracted employees

Although growth has occurred in contract employment arrangements both in the public and private sectors, scant research has been conducted on the organizations and employees affected by these arrangements.This study examines the employment relationship of long‐term contracted employees using a social exchange framework. Specifically, we examine the effects of employee perceptions of organizational support from contracting and client organizations on their (a) affective commitment to each organization and (b) service‐oriented citizenship behavior. We also examine whether felt obligation toward each organization mediates this relationship. Our sample consists of 99 long‐term contracted employees working for four contracting organizations that provide services to the public on behalf of a municipal government. Results indicate that the antecedents of affective commitment are similar for the client and contracting organization. Employee perceptions of client organizational supportiveness were positively related to felt obligation and commitment to the client organization. Client felt obligation mediated the effects of client perceived organizational support (POS) on the participation dimension of citizenship behavior. Our study provides additional support for the generalizability of social exchange processes to nontraditional employment relationships. Implications for managing long‐term contracted employees are discussed. © 2006 Wiley Periodicals, Inc.     

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.     

房屋建筑和市政基础设施工程质量监督管理分析

建设工程的质量和人们生命财产安全有着密切的关系,也是促进我国社会经济稳定发展中的重要因素,在进行房屋建筑和市政基础设施工程的建设之中,管理人员还要加强对于工程质量监督管理的重视程度,完善相对应的技术模式,总结了以往的工作经验,提出了有效的创新措施,凸显了房屋建筑和市政基础的设施,工程质量监督的优势,落实全覆盖和无死角的...     

Meaningful involvement of municipal purchasing departments in the procurement of consulting services: Case studies from Ontario, Canada

This paper describes the types of activities that were associated with meaningful involvement of municipal purchasing departments in the procurement of consulting services in Ontario, Canada. Included is a discussion of some of the key contextual factors found to enable meaningful involvement and the type of value that results as it relates to the needs of the client department and the overall goals and objectives of the municipalities as a whole. Ten case studies were conducted that involved in-depth interviews with twenty case study informants including ten purchasing agents, nine client department managers, and a consultant. The findings provide a basis for increasing the involvement of municipal purchasing departments in acquisition processes for these services and address some very important gaps in a particularly arid body of research related to local government purchasing. A number of testable hypotheses and research questions that may enable future researchers to address some of the gaps identified by this work are also presented.     

Organizational complexity and participatory innovation: participatory budgeting in local government

ABSTRACT

In this study, we examined the relationship between organizational complexity and the adoption of participatory innovation in German municipal government. We proposed that organizations with more complex organizational structures are more likely to adopt participatory innovation. We investigated municipalities (N = 394) of the German state of North Rhine-Westphalia and used participatory budgeting as an indicator for innovation. Our results indicate that organizational complexity expressed by functional differentiation has a positive relationship with the occurrence of participatory innovation. The results inform a debate about the value trade-offs that are inherent to the structural design of public organizations.     

Implementing the third way

This article examines the transfer of NPM strategies by comparing Service Charter initiatives in the United Kingdom, United States and Australia. These three countries, together with Canada and New Zealand,are partofwhathas beendescribedas the ‘core’ new public management (NPM) policy community (Common 1998). Service Charters are an NPM strategy intended to change the culture of public service delivery to focus on the needs of the users, identified as ‘clients’ or ‘customers’. The objectives are to make service providers more responsive to users by guaranteeing specific standards for service delivery, providing a substitute for competition and a benchmark for measuring service quality. The first section examines the historical and political context of the development of the Citizen's Charter and Service First programmes in the UK, customer service plans in the USA and Government Service Charters in Australia. The second section explores the similarities and differences between these charter initiatives based on analysis of public documents. There is evidence of convergence at the ideological level as managerial values underpin the service charter frameworks in all three jurisdictions (Walsh 1994; Pollitt 1995; Kettl 1997). Despite drawing from a similar toolkit influenced by private sector techniques, significant differences between the country contextshaveresultedindivergent strategies. Timing in the three countries examined suggests that national politics rather than global policy convergence is more significant in explaining the development of service charters. This case study provides evidence of policy transfer rather than policy convergence (Common 1998). The final section considers the limitations of the customer service model. Monitoring quality iscentral to theprogrammes in all three countries. Performance monitoring is essentially a quantitative methodology that requires criteria and indicators for measuring the quality of service delivery and programme outcomes. Two problems are considered. The first is the difficulty of specifying and measuring service quality. The second is that quality indicators derived from services marketing and management research do not take into account the characteristics of public services.     

An empirical assessment of the EFQM Excellence Model: Evaluation as a TQM framework relative to the MBNQA Model

Total quality management (TQM) is an approach to management embracing both social and technical dimensions aimed at achieving excellent results, which needs to be put into practice through a specific framework. Nowadays, quality award models, such as the Malcolm Baldrige National Quality Award (MBNQA) and the European Foundation for Quality Management (EFQM) Excellence Model, are used as a guide to TQM implementation by a large number of organizations. Nevertheless, there is a paucity of empirical research confirming whether these models clearly reflect the main premises of TQM. The purpose of this paper is to analyze the extent to which the EFQM Excellence Model captures the main assumptions involved in the TQM concept, that is, the distinction between technical and social TQM issues, the holistic interpretation of TQM in the firm, and the causal linkage between TQM procedures and organizational performance.     

Integrating quality management practices with knowledge creation processes

Several quality thought leaders have considered the role of knowledge in quality management practices. For example, Deming proposed The Deming System of Profound Knowledge™ that dealt explicitly with knowledge. However, various authors in the quality field diverge considerably when contemplating knowledge. We propose an integrated view of quality and knowledge using Nonaka's theory of knowledge creation. This integrated view helps illuminate how quality practices can lead to knowledge creation and retention. The knowledge perspective also provides insight into what it means to effectively deploy quality management practices. Previous empirical research noted the importance of effective deployment, but provided little insight into what effective deployment means. This research argues that quality management practices create knowledge, which leads to organizational performance. Taking a knowledge-based view (KBV) of the firm provides a deeper understanding of why some organizations are more successful at deploying quality management practices than others.     

Development and validation of a measurement instrument for studying supply chain management practices

It is widely argued that competition is no longer between organizations, but among supply chains. Effective supply chain management (SCM) has become a potentially valuable way of securing competitive advantage and improving organizational performance. This research conceptualizes, develops, and validates six dimensions of SCM practices (strategic supplier partnership, customer relationship, information sharing, information quality, internal lean practices, and postponement). Data for the study were collected from 196 organizations and the measurement scales were tested and validated using structural equation modeling. It is hoped that this study will provide a parsimonious measurement instrument to assess the performance of the overall supply chain.     

Government Performance and Chief Executives’ Intangible Assets: Motives,Networking, and/or Capacity?

This study explores the impact of chief executives’ intangible assets – motives, capacity and networks – on government performance. Three main hypotheses suggesting a direct relationship between these assets and performance are tested using data from municipalities in El Salvador, where the chief executive is the elected mayor. The research involved an in-field survey of 135 Salvadorian mayors (out of 262) and data collected from national agencies, focusing on two dimensions of municipal performance: service delivery (electricity and running water) and expansion of revenue (with national grants). After controlling for municipal and constituent-level factors, findings indicate that the chief executive’s capacity (specifically mayoral expertise) is positively correlated to municipal delivery of electricity and running water; intrinsic motivation is linked to expansion of water services; and municipalities whose chief executives are nationally networked tend to receive more grant monies. This study contributes to the literature on government performance by assessing the role of chief executives’ intangible assets in the developing context of a relatively newly established democracy in Latin America.     

Determination of a hospital management policy using conjoint analysis in the analytic network process

When making management performance decisions, administrators frequently utilize balanced scorecard (BSC) to measure performance because the BSC does not excessively focus on financial measures and seeks a balance among customer perspectives, learning and growth, internal business processes and financial measures. A growing number of studies have applied the analytic hierarchical process (AHP) method to choose BSC metrics for management performance. These AHP methods assume that criteria are independent. Saaty (Decision making with dependence and feedback: the analytic network process. RWS Publications, Pittsburgh, 1996) presented the analytic network process (ANP) method to solve the limitations that criteria are independent. Conventional ANP methods involve complex calculations when the number of criteria increases. Hence, this study attempts to integrate conjoint analysis (CA) and the ANP method to simplify the ANP calculation procedure. Additionally, the decision of management policy is utilized with BSC to determine whether the situation at a hospital demonstrates the feasibility of integrating CA with ANP. Study results reveal that the proposed methodology increases the efficiency of decision making among policymakers and reduces associated risks     

Using partial least squares in operations management research: A practical guideline and summary of past research

The partial least squares (PLS) approach to structural equation modeling (SEM) has been widely adopted in business research fields such as information systems, consumer behavior, and marketing. The use of PLS in the field of operations management is also growing. However, questions still exist among some operations management researchers regarding whether and how PLS should be used. To address these questions, our study provides a practical guideline for using PLS and uses examples from the operations management literature to demonstrate how the specific points in this guideline can be applied. In addition, our study reviews and summarizes the use of PLS in the recent operations management literature according to our guideline. The main contribution of this study is to present a practical guideline for evaluating and using PLS that is tailored to the operations management field.     

Exploring the business benefits of environmental stewardship

Environmental sensitivity has gained much attention in business organizations; however, there is little empirical evidence on the business benefits from environment-oriented measures. Some of the many promised benefits from environmental sensitivity are categorized and rated. The framework proposed by the Management Institute for Environment and Business is used to assess company environmental stewardship. A pre-tested questionnaire was used to collect data from 133 business organizations known to have undertaken at least some ‘green business’ activities. The results from Pearson correlation analysis suggest that companies showing higher degrees of environmental stewardship will derive greater business benefits than organizations which aim at minimum compliance with government regulations in this area.     

Implementing property tax reforms in Bangalore: an actor-network perspective

Many municipal governments in developing countries are experiencing serious difficulties in dealing with the rapid growth of population in cities. Catalysed through processes of globalisation, the growth of cities, especially the so-called ‘mega-cities’, has not been matched by investments in infrastructure like roads and power due to the inability of local government organizations to collect adequate revenues from sources like property tax. Recognizing these difficulties, agencies such as the Asian Development Bank have initiated systems for property tax reforms in a number of Asian cities, including Bangalore. In this paper, we discuss the story of this reform process drawing upon the actor-network perspective on translations. We argue that such a perspective helps to go beyond studying innovation processes through the lens of ‘technology diffusion’, and provides a more interesting and insightful perspective of ‘technology translation’.     

Modernizing Local Governance in a Transitional Nation: Evaluating the Hungarian Experience

Compared to the national level, the local government level in Hungary is more responsive to reform efforts. The Hungarian experience indicates that decentralization is a key programme of the transition process for the emerging democracies of eastern Europe. These experiences also show that the decentralization process will be efficient and effective only if three key requirements are met. These are: (1) a stable and democratic constitutional, legal background; (2) an efficient municipal finance system; and (3) a well-functioning local administration.     

新一轮机构调整背景下梧州市政府绩效管理创新的思考

政府绩效管理对一个政府的发展来说是不可或缺的环节。新一轮机构调整对梧州市政府绩效管理提出了新挑战,梧州市政府在当前开展绩效管理创新的重要意义。无论从战略、顾客价值上考虑,还是从评价指标和评价方法的综合性上考虑,平衡计分卡用于政府绩效评价都是可行的。梧州市政府可以依据平衡计分卡有关理论来探索建立基于平衡计分卡的政府绩效管理体系。     

Municipal isomorphism: testing the effects of vertical and horizontal collaboration

This study tests whether vertical and horizontal collaborative arrangements generate organizational isomorphic pressures. Using neo-institutional theory, we explore whether local governments emulate their peers when they are (1) bound through collaborative agreements/associations (mimetic pressures), and/or (2) scrutinized by central government through a vertical agreement (coercive pressures). Municipal isomorphism is measured by municipality-dyad convergence across time based on: (1) the number of central-government grant applications submitted by municipalities and (2) use of information technologies. We test for changes in divergence between dyads on these measures using data from all possible dyads generated from 207 Chilean municipalities over 10 years (2005–2014). After controlling for potential confounding factors, findings show mimetic and coercive pressures, from horizontal and vertical forms of governance, reduce a municipal dyad’s divergence in terms of grant applications and use of information technologies. However, collaboration effects on municipal isomorphism are contingent on the type of collaboration. While formal municipal agreements increase a municipal dyad’s convergence, municipal associations unexpectedly seem to decrease it.     

Resisting government rendered surveillance in a local authority

ABSTRACT

The paper illustrates and discusses how the performance management systems in a UK local authority are transformed into a surveillance system. A case study analysis reveals that the surveillance is engendered by central government and enacted by senior managers who conform to policies demanding the introduction of strict performance management systems that dehumanize work processes because employees are deemed untrustworthy. The paper shows that employees resist this government rendered surveillance because they believe it undermines their interests as well as the interests of the public by damaging the quality of the services delivered.