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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Theory and Practice of Public Sector Reform offers readers differing theoretical perspectives to help examine the process of public sector reform, combined with an overview of major trends in the core areas of the functioning of the public sector. The book consists of three parts, the first addresses a number of conceptual and theoretical perspectives on public sector reform. It shows how different ways of looking at reform reveal very different things. The second part addresses major changes in specific areas of public sectors - 'objects of reform.' Part three focuses on the study of public sector reform. Aimed at academics, researchers and advanced students; this edited collection brings together many of the most eminent academics in the area of Public Policy and Management seeking to link to theory in part one and insights into specific thematic areas in part two, offering readers a display of theoretical perspectives to look at public sector reform.

Although much has been written about the Korean public administration, the international academic community has little knowledge about it as most of the literature has been written in Korean. This book aims to provide more accessible knowledge internationally by filling that gap, covering both the history and the current status of the Korean public administration. This book is a collaboration of many Korean public administration scholars and would appeal to those interested in the secrets of Korea's rapid development in such a short span of time. Each chapter covers historical contexts, key to understanding its public administration and an important aspect as Korea is a fast changing society. The book takes on a more pragmatic approach rather than to put the Korean experiences into the western theory. Each chapter therefore provides an extensive discussion on the lessons-learned and practical implications.

The United States spends more than 17% of its GDP on health care, while other developed countries throughout the world average 8.7% of GDP on healthcare expenditures. By 2028, that percentage in the United States is projected to be 19.7% of GDP. Yet all this spending apparently doesn't equate to value, quality, or performance. Among 11 high-income countries the United States healthcare industry ranked last during the past seven years in four key performance categories: administrative efficiency, access to care, equity, and healthcare outcomes. This book presents the implantable medical device (IMD) supply chain ecosystem as a microcosm of how these challenges of affordability and healthcare outcomes are created and are allowed to fester. The IMD Spiderweb, as the authors call it, is exposed as an example of how a wide range of participants-including physicians, health system CEOs, group purchasing organizations, health insurance companies and supply chain executives-become ensnared in a web designed to benefit only one player. The book also details the affordability challenges in the industry caused by the past and current IMD ecosystem and presents a model for meeting those challenges. The result is that the true cost of IMDs is hidden, while hospitals and health systems in the United States pay as much as six times more for some IMDs as their counterparts do in Europe, and prices for the same model of a particular IMD vary wildly even among different U.S. hospitals. While there is a fascination with the latest and greatest device there is also a shroud around visibility into how these products-which include cardiac rhythm management devices such as pacemakers and orthopedic implants such as knees and hips-have performed and are likely to perform in patients. The costs continue to rise not only in healthcare expenditures, but also in death and disability. The IMD spiderweb is presented as a prime lesson in the challenges in healthcare affordability and outcomes that occur throughout the entire healthcare industry. It is also put forward as an opportunity. The story behind how these challenges arose and are deepened by the ecosystem provides a foundation for solutions.

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.

Distilling decades of leadership expertise into an effective framework, this is a practical guidebook for nonprofits around the globe, with practical recommendations for the urgently needed steps to make this a better world. Charities in the U.S. and NGOs globally need to overcome two glaring and persistent weaknesses in the eyes of potential donors: trustworthiness and effectiveness. After examining possible causes for these deficits, fundraising and organizational development guru Ken Phillips guides readers through the process that leads to greater trust and respect by donors, better results for beneficiaries, significantly increased funding, and better and bigger programs. Alongside helpful worksheets, he presents seven steps to make sure ethics are meaningful, eight disciplines to ensure programs achieve good results, and a communications approach to demonstrate responsibility and accountability, all interwoven with inspiring case studies from his own international experience and other organizations' stories. Staff and volunteers at registered nonprofits around the world, as well as any individual or group raising funds more informally, will value this guide to empower organizations to win trust, raise more funds, and achieve greater program impact.

Healthcare Informatics: Improving Efficiency through Technology, Analytics, and Management supplies an understanding of the different types of healthcare service providers, corresponding information technologies, analytic methods, and data issues that play a vital role in transforming the healthcare industry. All of these elements are reshaping the various activities such as workflow and processes of hospitals, healthcare systems, ACOs, and patient analytics, including hot spotting, risk stratification, and treatment effectiveness. A follow-up to Healthcare Informatics: Improving Efficiency and Productivity, this latest book includes new content that examines the evolution of Big Data and how it is revolutionizing the healthcare industry. It presents strategies for achieving national goals for the meaningful use of health information technology and includes sound project management principles and case illustrations for technology roll-out, such as Computer Physician Order Entry (CPOE) for optimal utilization. The book describes how to enhance process efficiency by linking technologies, data, and analytics with strategic initiatives to achieve success. It explains how to leverage data resources with analytics to enhance decision support for care providers through in-depth descriptions of the array of analytic methods that are used to create actionable information, including Business Intelligence, Six Sigma, Data, and Text Mining.

The intergovernmental fiscal issue is highly relevant given the worldwide movement toward more decentralized governance in both industrial and developing countries. Over the course of five decades Japan has developed a robust system of decentralized governance. This book investigates fiscal decentralization and local finance in Japan with a view to understanding how the process of decentralization has unfolded there and what the rest of the world can learn. The author sheds light on the drives leading up to a need for decentralization reform over the last decade and evaluates so-called 'Trinity Reform' implemented by the Koizumi administration during 2004-2006. Finally, the book considers the decentralization process in Asian developing countries and discusses what lessons might be drawn from Japanese experiences. This excellent study of an important subject area will be particularly useful for all those studying intergovernmental fiscal relations, public finance and public sector economics. It will also be of interest to specialist international organizations and policy makers who are involved in intergovernmental issues.

Accessibly covers public financial management and accounting for non-specialists Covers latest developments in post-crisis public sector management Addition of material on developing countries and more global content Includes discussion questions and a wealth of case studies for seminar use Practice-focused and ideal for public sector managers in higher and further education

This first volume of the Official History studies the background to privatisation, and the privatisations of the first two Conservative Governments led by Margaret Thatcher from May 1979 to June 1987. First commissioned by the then Prime Minister Tony Blair as an authoritative history, this volume addresses a number of key questions: To what extent was privatisation a clear policy commitment within the Thatcher Governments of the 1980s - or did Government simply stumble on the idea? Why were particular public corporations sold early in the 1980s and other sales delayed until well into the 1990s? What were the privatisation objectives and how did they change over time, if at all? How was each privatisation planned and executed, how were different City advisers appointed and remunerated, what precise roles did they play? How was each privatisation administered; in what ways did the methods evolve and change and why? How were sale prices determined? Which government departments took the lead role; what was the input of the Treasury and Bank of England; and what was the relationship between Ministers and civil servants? The study draws heavily from the official records of the British Government to which the author was given full access and from interviews with leading figures involved in each of the privatisations - including ex-Ministers, civil servants, business and City figures, as well as academics that have studied the subject. This new official history will be of much interest to students of British political history, economics and business studies.

A cross-disciplinary primer on business strategy and policy innovation tools Aimed at a wide range of policy-makers, researchers and practitioners driving active citizenry Written by a leading entrepreneur and researcher with years of consulting and civil service experience

To what extent should public services (for example public utilities such as telecommunications, energy, public transport and postal services) be subject to ordinary competition law? This question has assumed great importance in the context of the activities of European Union. On the one hand, it is argued (particularly in France) that competition law is a threat to the values of public services that underlie their distinctive objectives. On the other, the 'Anglo-Saxon' argument is that protecting public services from competition gives them an unfairly protected position and can mask their inefficiencies. This book examines the philosophical, political, economic, and social principles involved. Prosser contrasts the mainly economic and utilitarian justifications for the use of competition law with rights- and citizenship-based arguments for the special treatment of public services, and examines the varied conceptions of the differing traditions in the UK, France, and Italy. Prosser then considers the developing European law in this area. He examines decisions of the European Court of Justice, considers the development of the concept of 'services of general interest' by the Commission, and reviews the liberalization process in telecommunications, energy, and postal services. He also provides a detailed case-study of public service broadcasting. The book concludes by drawing general principles from the debates about the extent to which public services merit distinctive treatment and the extent to which competition law must be amended or limited to respect their distinctive roles.