Mount Stirling: The Politics of Process Failure

This paper analyses the political decision-making process associated with the attempts to develop the tourism potential of Mt Stirling in the Victorian Alps (Australia). Its concern is with the failure of policy making since 1980 to bring about a strategic economic development programme that meets the needs of the regional community for a sustainable tourism industry. Using Public Choice theory to approach the analysis of collective failure, it is possible to identify the competing interests involved in the development debate and the causes of the impasse in government decision making. The paper examines the capacity of the disparate community interests to work together to generate alternatives to the government's own proposals which had consistently failed to incorporate regional economic interests in their planning procedures. The issues exposed in this example of process failure are not confined to Mt Stirling alone. They serve, perhaps, to illustrate a broader pattern of growing alienation and conflict between regional tourism interests seeking a greater voice in determining the sustainability of their own futures, and the demands of centralised urban decision-making systems.     

New Approaches to Business Process Redesign: A Case Study of Collaborative Group Technology and Service Mapping

Whether it is called reengineering, quality function deployment, quality circles, continuous improvement or total quality management, business process redesign (BPR) is occurring in many organizations. In the broadest sense, BPR includes nearly any kind of systematic effort by companies to realign their business processes so that they are more competitive. Successful business process redesign can lead to dramatic improvements in productivity and quality. But BPR typically requires vast amounts of time and money to implement, since extensive employee input is necessary during the redesign process. Group Decision Support Software (GDSS) provides a viable alternative to the traditional BPR approach. GDSS is defined as computer-based information systems used to support intelligent, collaborative work.This technology allows multiple users to meet and discuss topics simultaneously via a computer network, thus increasing employee commitment while decreasing time and cost.This paper describes a business process redesign project that was conducted for a division within a large government agency fall of 1993. The BPR was done using a type of Group Decision Support Software called Group Systems V. A services marketing tool called service mapping was also used to identify customer needs and interfaces. Data were collected throughout the project to measure employee attitudes about the redesign process and the GroupSystems technology. Time to complete tasks was also recorded. The results of the study showed that the business process redesign was accomplished more effectively in a shorter period of time than with traditional BPR methods previously used. Participants also indicated that the service mapping tool provided a perspective that is missing from many BPR approaches: an understanding of the service from the customer's perspective.