In this volume charity commissioners and leading charity policy reformers from across the world reflect on the aims and objectives of charity regulation and what it has achieved. Regulating Charities represents an insider's review of the last quarter century of charity law policy and an insight for its future development. Charity Commissioners and nonprofit regulatory agency heads chart the nature of charity law reforms that they have implemented, with a 'warts and all' analysis. They are joined by influential sector reformers who assess the outcomes of their policy agitation. All reflect on the current state of charities in a fiscally restrained environment, often with conservative governments, and offer their views on productive regulatory paths available for the future. This topical collection brings together major charity regulation actors, and will be of great interest to anyone concerned with contemporary third sector policy-making, public administration and civil society.

If your health care organization is typical, you were successful in getting your electronic medical record (EMR) system installed on time and within budget. You declared victory and collected some money from meaningful use. But very quickly, you realized you were not getting the expected return on your investment. So you started the "optimization" process to make refinements, do some stuff over, and get it right this time. The Journey Never Ends: Technology's Role in Helping Perfect Health Care Outcomes is dedicated to helping you derive value from your investment in the software and the people in your organization. It describes some of the major initiatives, post EMR implementation, which most health care organizations now face. Most of these are transformational in nature, and instead of being IT projects, they are business or clinical initiatives with an IT component. If you or your board thought you were done spending large amounts of money on IT after implementing your EMR, you're dead wrong. Welcome to the new reality!

Customer Service Management in Africa: A Strategic and Operational Perspective (978-0-367-14337-4, K410515) "Customer Service is Changing!" The message of 34 authors featured in Customer Service Management in Africa: A Strategic and Operational Perspective is clear: Today's consumers are no longer 'passive audiences' but 'active players' that engage with businesses at each stage of product or service design and delivery systems. Consumer demands and expectations are also increasingly being dictated by changing personal preferences, enhanced access to information and expanding digital reality. The customer service principles - strategic and operational - advocated by these authors are universal, but particularly compelling as they apply to Africa's unique and dynamic operating environment. In recognition of the importance of excellent customer service, this comprehensive and well-timed book provides an essential guide on the increasing role of the customer to business success. This book discusses the management and delivery of customer service under seven broad themes: Customer Service as Shared Value, Customer Service Strategy, Customer Service Systems, Customer Service Style, Customer Service Culture, Customer Service Skills and Customer Experience - Advancing Customer Service in Africa. Central questions posed and addressed include: What is the new definition of customer service management? How should organisations position themselves to create value for customers and stakeholders? How should employees project themselves to align with customer service promises made by their organisations? Overall, this book provides strategic and operational insights into effective customer service management in Africa. The customer service management concepts, roles and practices outlined, particularly as they apply to the African context, make it an important addition to scholars' or practitioners' reference works.

Although co-design has been practised in new service and product development for some years, it has only recently begun to appear in the burgeoning field of social innovation. It appears to be well-attuned to this new context, offering as it does an open-ended relational process to generate novel solutions to problems whose very definition seems to escape more conventional approaches. However, even less research attention has been paid to co-design than to social innovation. This book explores the potential of co-design as a social innovation process. It reviews the diverse theoretical and disciplinary foundations on which co-design is based. It proposes a framework for understanding co-design as a cohesive practice across the extremely broad scope of its potential applications. It explores appropriate approaches to governance and evaluation of co-design initiatives and outlines the key issues and limitations on its use. Although it is intended to provide a robust theoretical basis for researching co-design initiatives, it will also be of interest to anyone who is contemplating putting co-design into practice.

Successful change in the public sector can be supported or hindered by political and administrative leadership, individual and group motivation, and the public's perception of the effectiveness of public officials and government structures. But do the very characteristics of public sector organizations present obstacles to successful transformative change? This book assesses the current state of the literature on leadership and change in government and public policy, and introduces the reader to innovative new ways to demonstrate leadership in times of change. Contributions from accomplished scholars in the field cover the traditional public administration areas of performance and management, as well as the diversity of issues that surround public leadership and change, both domestic and global. Chapters on public sector innovation, performance leadership, governance networks, complexity in disaster management, change initiatives in educational systems and local government, citizen advisory bodies, and gender and race equality, to name but a few, provide important case studies throughout the volume. Leadership and Change in Public Sector Organizations will be required reading for upper level undergraduate and graduate courses in public administration/management, leadership, and public policy analysis.

Responding to the public concern caused by recent hospital scandals and accounts of unintended harm to patients, this author draws on her experience of analysing the health care systems of over a dozen countries and examines whether greater regulation has increased patient safety and health care quality. The book adopts a new approach to mapping developments in health care systems in Europe, North America and Australia and pieces together evidence of which regulatory strategies and mechanisms work well to ensure safer patient care. It identifies the regulatory bodies, the regulatory principles and the implementation strategies adopted to improve governance in health care systems and suggests a conceptual framework for responsive regulation. The book will be of interest to government actors, health care professionals and medico-legal scholars.

The statutory duty of public service ombudsmen (PSO) is to investigate claims of injustice caused by maladministration in the provision of public services. This book examines the modern role of the ombudsman within the overall emerging system of administrative justice and makes recommendations as to how PSO should optimize their potential within the wider administrative justice context. Recent developments are discussed and long standing questions that have yet to be adequately resolved in the ombudsman community are re-evaluated given broader changes in the administrative justice sector. The work balances theory and empirical research conducted in a number of common law countries. Although there has been much debate within the ombudsman community in recent years aimed at developing and improving the practice of ombudsmanry, this work represents a significant advance on current academic understanding of the discipline.

Regulatory change is typically understood as a response to significant crises like the Great Depression, or salient events that focus public attention, like Earth Day 1970. Without discounting the importance of these kinds of events, change often assumes more gradual and less visible forms. But how do we 'see' change, and what institutions and processes are behind it? In this book, author Marc Eisner brings these questions to bear on the analysis of regulatory change, walking the reader through a clear-eyed and careful examination of: the dynamics of regulatory change since the 1970s social regulation and institutional design forms of gradual change - including conversion, layering, and drift gridlock, polarization, and the privatization of regulation financial collapse and the anatomy of regulatory failure Demonstrating that transparency and accountability - the hallmarks of public regulation - are increasingly absent, and that deregulation was but one factor in our most recent significant financial collapse, the Great Recession, this book urges readers to look beyond deregulation and consider the broader political implications for our current system of voluntary participation in regulatory programs and the proliferation of public-private partnerships. This book provides an accessible introduction to the complex topic of regulatory politics, ideal for upper-level and graduate courses on regulation, government and business, bureaucratic politics, and public policy.

The first edition of Handbook of Human Factors and Ergonomics in Health Care and Patient Safety took the medical and ergonomics communities by storm with in-depth coverage of human factors and ergonomics research, concepts, theories, models, methods, and interventions and how they can be applied in health care. Other books focus on particular human factors and ergonomics issues such as human error or design of medical devices or a specific application such as emergency medicine. This book draws on both areas to provide a compendium of human factors and ergonomics issues relevant to health care and patient safety. The second edition takes a more practical approach with coverage of methods, interventions, and applications and a greater range of domains such as medication safety, surgery, anesthesia, and infection prevention. New topics include: work schedules error recovery telemedicine workflow analysis simulation health information technology development and design patient safety management Reflecting developments and advances in the five years since the first edition, the book explores medical technology and telemedicine and puts a special emphasis on the contributions of human factors and ergonomics to the improvement of patient safety and quality of care. In order to take patient safety to the next level, collaboration between human factors professionals and health care providers must occur. This book brings both groups closer to achieving that goal.

Ethics in Public Policy and Management: A global research companion showcases the latest research from established and newly emerging scholars in the fields of public management and ethics. This collection examines the profound changes of the last 25 years, including the rise of New Public Management, New Public Governance and Public Value; how these have altered practitioners' delivery of public services; and how academics think about those services. Drawing on research from a broad range of disciplines, Ethics in Public Policy and Management looks to reflect on this changing landscape. With contributions from Asia, Australasia, Europe and the USA, the collection is grouped into five main themes: theorising the practice of ethics; understanding and combating corruption; managing integrity; ethics across boundaries; expanding ethical policy domains. This volume will prove thought-provoking for educators, administrators, policy makers and researchers across the fields of public management, public administration and ethics.

Regulatory change is typically understood as a response to significant crises like the Great Depression, or salient events that focus public attention, like Earth Day 1970. Without discounting the importance of these kinds of events, change often assumes more gradual and less visible forms. But how do we 'see' change, and what institutions and processes are behind it? In this book, author Marc Eisner brings these questions to bear on the analysis of regulatory change, walking the reader through a clear-eyed and careful examination of: the dynamics of regulatory change since the 1970s social regulation and institutional design forms of gradual change - including conversion, layering, and drift gridlock, polarization, and the privatization of regulation financial collapse and the anatomy of regulatory failure Demonstrating that transparency and accountability - the hallmarks of public regulation - are increasingly absent, and that deregulation was but one factor in our most recent significant financial collapse, the Great Recession, this book urges readers to look beyond deregulation and consider the broader political implications for our current system of voluntary participation in regulatory programs and the proliferation of public-private partnerships. This book provides an accessible introduction to the complex topic of regulatory politics, ideal for upper-level and graduate courses on regulation, government and business, bureaucratic politics, and public policy.

In Islam and Sustainable Development, Odeh Al-Jayyousi addresses the social, human and economic dimensions of sustainability from an Islamic perspective. Islam is sometimes viewed as a challenge, threat and risk to the West, but here we are reminded that the celebration of cultural diversity is a key component in Islamic values. Promoting common understanding between East and West, this American-educated, Middle Eastern-based author offers something broader and deeper than conventional Western ways of thinking about sustainability and presents new insights inspired by Islamic worldviews. Drawing on his roles as both academic researcher and senior development practitioner, Professor Al-Jayyousi applies his deep understanding of Islamic values to contemporary environmental, financial and social conflicts and crises and defines a framework for sustainability embracing local, regional and global perspectives. He also addresses how education might produce innovation, knowledge creation and development to support a new paradigm for sustainability that re-defines what constitutes good life, beyond consumerism and the production of waste. This book will interest policy makers, development and donor communities, funding agencies and banks in the Islamic World and beyond, as well as those with a professional interest in planning and in environmental and conservation issues. Scholars of Islamic and Middle Eastern studies and more broadly, those with an academic interest in cultural and religious studies, will find that this book in Gower's Transformation and Innovation Series is perhaps the most substantial work yet on sustainable development from an Islamic perspective.

Spiritual management is required for spiritual organization, and yet a ministry's master plan should be the Master's plan for that ministry. Church and Ministry Strategic Planning assists readers in developing a Biblically based blueprint for carrying out the many activities in which the church or ministry is involved. The authors show clearly how careful planning is inspired by the Scriptures ("Suppose one of you wants to build a tower. Will he not first sit down and estimate the cost to see if he has enough money to complete it?"--Luke 14:28) and how it improves making decisions today which ultimately affect the ministry's effectiveness tomorrow.Church and Ministry Strategic Planning covers all areas of this type of planning and can be read and reviewed quickly. Through the use of a model of the strategic planning process, the authors show how to develop mission statements, define strategic objectives, develop strategy options and operating strategies, appraise performance, and monitor strategic planning. Readers are led step-by-step through these key areas of creating a strategic plan. Examples and worksheets at the end of each chapter enable pastors, administrators, and lay leaders to develop a strategic plan fitting to their specific ministry or church. The appendixes provide tools used in planning as well as a complete sample strategic plan for a large church. Put these concepts to immediate use in decisionmaking and pursue God's purpose and vision for the church or ministry. If readers take the time and effort to study this book, apply its format, and prayerfully keep God in every step of the plan, here is what the authors believe plan administrators can expect:1. A sense of enthusiasm in the church or ministry 2. A 5-year plan in writing to which everyone is committed 3. A sense of commitment by the entire church to its overall direction 4. Time for the leaders to do what they have been called to do 5. Clear job duties and responsibilities 6. Clear and evident improvement in the health and vitality of every member of the church staff 7. Measurable improvement in the personal lives of all those in responsible positions with time for vacations, family, and personal pursuits 8.The ability to measure very specifically, the growth and contribution made by senior pastors or evangelists at the close of their careers 9. Guaranteed leadership of the church or ministry because a plan is in place--in writing--and is understood. Even more importantly, a management team and philosophy will be in place to guide the church or ministry into its next era of growthExplore this Biblical perspective on planning and develop a strategic plan that is systematic and continuous and allows the church or ministry to assess its market position, establish goals, objectives, priorities, and strategies to be completed within specified time periods, achieve greater staff and member commitment and teamwork aimed at meeting challenges and solving problems, and muster its resources to meet these changes through anticipation.

Over the last twenty years or so there has been a sharp increase in interest from national sports federations and governments in the development of effective elite sport systems, particularly focused on achieving success in the summer and winter Olympic Games. Many countries now have publicly funded elite sports strategies which provide specialist facilities and support staff and often provide direct financial support for athletes. These developments have stimulated academic interest in describing the elite sport systems, analysing the processes by which policy is established and evaluating the impact of these policies on elite athlete success. Far less attention has been placed on the operation of the elite sports systems and on how the system interfaces with the athlete. The aim of this book is to refocus attention on the management and operation of systems designed to deliver elite success. The book draws on the theoretical literature in implementation, organisation theory, leadership and complexity. This provides an initial context for analysis and a stimulus for theory development around key questions such as: How do coaches manage their relationship with athletes? How does talent identification operate in practice? Do coaches fulfil the role of gatekeeper between the athlete and other elements of the sports system e.g. sports science support? How do managers, support staff and athletes interpret the expectations placed on them? The first part of the book focuses on aspects of the effectiveness of elite sports systems and the second explores aspects of systems operation focused on the interface between the athlete and the sport development system, and cross-cutting themes within the book include the management of talent identification and coach development. This is illuminating reading for any student, researcher or practitioner working in sport development, sport management or sports coaching.

Our traditional ways of looking at economics, business and politics are not fit for purpose. The causes of the recent crisis were behavioural and international, but our measures are superficial and financial, recorded at a national or company level. This is combined with a fervent quest for endless 'growth', no matter how unsustainable. Theory has to catch up with reality. Many books chart different courses for economic and business management but New Normal, Radical Shift is different. Using examples from international organizations around the world, it analyses not only the business model that failed, but challenges wider economic and political beliefs that employees' interests always conflict with those of managers and business owners. Neela Bettridge and Philip Whiteley argue that the right messages about good practice in business struggle to be heard, not because of indifference or inertia, but because dysfunctional philosophies are still supported not only within business and business schools, but also within political circles and by trade unions, NGOs and others campaigning for workers' rights. The central belief of the 'old normal' is that profits are made by exploiting workers and the environment. In this book the authors' arguments - all supported by exemplary case studies -demonstrate that this belief is false, opening up enormous possibilities in a 'new normal' of enhanced working lives, environmental protection and business success.

Discretion has re-emerged as an issue of central importance for welfare professionals over the last two decades in the face of an intensification of management culture across the public sector. This book presents an innovative framework for the analysis of discretion, offering three accounts of the managerial role - the domination model, the street level model and the author's alternative discursive perspective. These different regimes of discretion are examined through a case study within a social services department, comparing and contrasting social work discretion in an Older Persons Team and a Mental Health Team. This innovative, theoretical and empirical analysis will be of great interest to postgraduate students and researchers in social work and related disciplines including social policy, public administration and organizational studies, as well as professionals in social work, health and education.

Every day human organisations fail. Building Anti-Fragile Organisations explores a powerful alternative framework for risk in the design and management of human systems. Anti-Fragility is a new way of thinking about mitigating risk that builds on earlier work on the characteristics of biological systems that, being more than just robust, actually improve their resilience through being stressed. Professor Bendell explains how applying this concept to the development and management of organisations, services and products, allows us to identify the characteristics that will not only mitigate against the realisation of hazards, but enable growth in protection, strength and anti-fragility over time. In this context, anti-fragility also encompasses flexibility, agility and the exploitation of opportunities. At the organisational level, anti-fragility (or its absence) is determined by the organisational strategy, structure and systems, its people, relationships and culture. The book focuses on establishing the Anti-Fragile concept of the firm, and explores its application in private and public sector organisations of all types. It identifies characteristics relevant to survival in a turbulent world, and how our approaches to risk and governance need to change in order to create and manage anti-fragile organisations. It provides practical insight into the concept of Anti-Fragility and its deployment within human organisations of all types, and give readers the opportunity to start to make sense to applying the concepts within their own worlds.

Global Governance Enterprises focuses on a specific multi-sector collaboration-the formation of an entity that carries out global governance-providing a detailed analysis of the context of their emergence, as well as how they are created, managed, and sustained. Forrer considers the growing challenges to successful global governance and the role of multi-sector collaborations in overcoming these challenges, arguing that such partnerships should be considered successful only when they meet specific conditions that ensure they are "doing well" and "doing good." By establishing a coherent framework to define global governance enterprises across a wide span of sectors, the book develops a strong theoretical foundation for this type of partnership and provides the reader with an understanding of the practical, operational realities of organizing, financing, and sustaining global governance enterprises. It includes a full section of case studies, ranging from healthcare to environmental organizations, providing practical insight into this form of governance and its function. This book should be on the shelf of any professional or student interested in global governance, public-private partnerships, or public management.

After a century in which charities suspected the motives of cynical business people, and business people dismissed the contributions of amateur volunteers, the two sectors are coming together today as never before. The third sector has increased its business capacity through the experience gained from a decade of providing commissioned services to the public sector. Society today expects employers to do more to engage with both communities and good causes and the business case for doing so can be and is being made. But business also realises that charities do conscience better than they can and so co-working is increasingly being sought. In Partners for Good, Tom Levitt points the way to successful partnerships at local, national and international levels. There is now even an agreed international standard on what constitutes the social responsibility obligations of organisations operating in all sectors, in all parts of the world, over and above international legal frameworks. Sustainability today refers to the triple bottom line (financial, social, environmental) rather than being a green concept alone. On the down side, grants and other funding opportunities provided by governments to the third sector over the last ten years are suddenly ending and support structures are disappearing. The incentives for forging successful and sustainable win:win partnerships between businesses and charities in the new Big Society are therefore high, however demanding the time scale on offer.

Healthcare is important to everyone, yet large variations in its quality have been well documented both between and within many countries. With demand and expenditure rising, it's more crucial than ever to know how well the healthcare system and all its components - from staff member to regional network - are performing. This requires data, which inevitably differ in form and quality. It also requires statistical methods, the output of which needs to be presented so that it can be understood by whoever needs it to make decisions. Statistical Methods for Healthcare Performance Monitoring covers measuring quality, types of data, risk adjustment, defining good and bad performance, statistical monitoring, presenting the results to different audiences and evaluating the monitoring system itself. Using examples from around the world, it brings all the issues and perspectives together in a largely non-technical way for clinicians, managers and methodologists. Statistical Methods for Healthcare Performance Monitoring is aimed at statisticians and researchers who need to know how to measure and compare performance, health service regulators, health service managers with responsibilities for monitoring performance, and quality improvement scientists, including those involved in clinical audits.

Organisations continue to struggle with their strategies; even when they have a strategy development process, their plans rarely have the impact that was intended. Too many of their people don't know about the strategy, don't understand it or can't translate it into what it means for their role. Validating Strategies addresses the taxonomy, syntax and semantics of strategies; in other words: what does the strategy say, how does it relate to other plans, what are the causalities between the strategy and successful business outcomes and how should this all be expressed in a language that everyone in the organization can understand. The model at the heart of this book - Organisations run Projects that produce Results and enable people to Use them to create Benefits (PRUB) - offers an intuitive approach that links collaborative strategic planning and validation to project and programme management so as to create, validate and implement strategies. The strategy development and validation model offered by Phil Driver addresses the struggle of organisations to realise their strategy, replacing endless projects that don't quite seem to deliver what the organization needs with an easy-to-understand, implementable methodology that can be validated with evidence.

This book deals with a hospital's struggle to secure and maintain financial stability. In the story, the leadership team of a fictional hospital adopts the tools and principles associated with the Toyota Production System or Lean. The story takes the reader through leadership's arduous journey from rejecting the methodology to embracing it, to successful implementation. This book is important because many of our nation's hospitals are besieged with financial difficulties with declining reimbursement and the public is losing confidence in our hospital's ability to provide quality care without error. Lean can provide relief from these issues but only if it is properly implemented.

The current economic and political climate places ever greater pressure on public organizations to deliver services in a cost-efficient way. Focused on the costs of service delivery, governments across the world have introduced a series of business like practices - from performance management to public-private partnership - in the belief that these will increase the efficiency of their public services. However, both the debate about public service efficiency and the policies and practices introduced to advance it, have developed without a coherent account of what efficiency means in this context and how it should be realized. The predominance of a rather narrow definition of the term - very often focused on the ratio of inputs to outputs - has tended to polarise opinion either for or against efficiency agenda. Yet public service efficiency, more broadly conceived, is an inescapable fact of the public manager's task environment; indeed in the past, the notion of efficiency was central to the emergence of the field of public administration. This book will recover public service efficiency from the relatively narrow terms of recent debates by examining theories and evidence relating to technical, allocative, distributive and dynamic efficiencies. In exploring the relationship between efficiency and democracy, this book will move current debates in public administration forward by reflecting on the trade-offs between the different dimensions of efficiency that public organizations confront.

Social marketing is an exciting new field of study that promises much to help alleviate many dilemmas of the human condition. It may be associated with any social project undertaken where human interests (short and long term) override commercial ones. The Promise of Social Marketing examines the potential of this new field to help address effectively local and global issues that most nations are grappling with. It clarifies the history, philosophies, disciplines and techniques associated with best practice and highlights the need to engage with this field to help develop it further, so as to benefit humanity as a whole. There is an ongoing debate about the nature of marketing and whether it is able to fulfill or adapt to both commercial and social objectives. The unifying view is that marketing is a tool that can be used for individual, organizational or social benefits, and the aim of this book is to introduce the reader to an approach that is developing into a promising and rich new science, currently known as Social Marketing. It is a tool that brings hope to improving the world for good. The book guides the reader, step by step, demonstrating how this promising area can be applied to aims as diverse as HIV/AIDS prevention, responsible (global) citizenship, conflict resolution or the promotion of a worthwhile education. It will be of interest to not only those who study marketing, management, business ethics, education and public policy but anybody who's interest is in improving the human condition.

Governance Networks in the Public Sector presents a comprehensive study of governance networks and the management of complexities in network settings. Public, private and non-profit organizations are increasingly faced with complex, wicked problems when making decisions, developing policies or delivering services in the public sector. These activities take place in networks of interdependent actors guided by diverging and sometimes conflicting perceptions and strategies. As a result these networks are dominated by cognitive, strategic and institutional complexities. Dealing with these complexities requires sophisticated forms of coordination: network governance. This book presents the most recent theoretical and empirical insights into governance networks. It provides a conceptual framework and analytical tools to study the complexities involved in handling wicked problems in governance networks in the public sector. The book also discusses strategies and management recommendations for governments, business and third sector organisations operating in and governing networks. Governance Networks in the Public Sector is an essential text for advanced students of public management, public administration, public policy and political science, and for public managers and policymakers.