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Books > Social sciences > Politics & government > Public administration
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Customer Development of Effective Performance Indicators in Local and State Level Public Administration (Hardcover)
Loot Price: R2,351
Discovery Miles 23 510
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Customer Development of Effective Performance Indicators in Local and State Level Public Administration (Hardcover)
Expected to ship within 12 - 17 working days
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As communities demand more transparency and involvement in
community affairs, local public administrators and government
authorities are seeking new ways to meet those needs. A fundamental
way to bridge community needs with authority's actions is through
the customer-oriented development of Performance Indicators (PI).
However, this is often not a core focal point and as a result,
performance indicators are often output and not impact focused, and
thus can lack relevance and utility. Addressing this gap in
academic and practical knowledge, Customer Development of Effective
Performance Indicators in Local and State Level Public
Administration presents a structured process to enable public
organisations and their communities to jointly develop performance
indicators for public organisation's operations, and enabling
communities to determine key performance indicators that are both
highly relevant and contextually useful. Grounded in quality
management principles, the book encourages community members to
participate in practical co-production, promotes mutual learning
and joint ownership, fosters relationship building between diverse
customer groups, and inspires open conversations regarding local
government operations. This book provides ground breaking insights
for public administrators at all levels, as well community leaders,
and scholars of business, public administration, and social
responsibility.
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