Managing Public Services - Implementing Changes: A Thoughtful Approach to the Practice of Management

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ISBN: 9780415180276 | 0415180279
Cover: Hardcover
Copyright: 12/14/2001

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Taking a novel and distinctive approach, which emphasises management and organisational learning as keys to organizational success, this text is also solidly practical and comprehensive and is supported by strong pedagogical features.

Preface

xiii

Acknowledgments

xiv

FIRST THOUGHTS

(28)

Managing in the Changing Context of Public Services

(26)

Defining Public Services. Challenging the Postwar Consensus

The Enabling State. Privatization and Changing Patterns of Ownership

Professionalism versus Managerialism

A Conversation with a Member of Parliament

New Managerialism - An International Perspective

From Competition to Collaboration. New Forms of Organizational Structures

Beyond Bureaucracy. Four New Types of Management

Final Thoughts: Anticipating the Future

Summary

ROLE ONE: MANAGING CHANGE

(80)

Managing Resistance to Change in Public Services

(33)

The Inevitability of Change. Types of Change. Possible Responses to Change

A Conversation with a Civil Service CEO

Who will Resist Change? How will they Resist? Overcoming Resistance

Coercion. Negotiation. Persuasion. Delegation. Facilitation and Learning

The Effects on Individuals

Final Thoughts: Changing Ideas about Change

Summary

Thinking and Learning Activities

Managing Strategy and Change in Public Services

(45)

Emergent and Prescriptive Approaches to Change. Strategic Change

A Rational Approach to Operational Change. Project Management

A Conversational Approach to Integrating Change

Changing Organizational Culture. Mapping the Cultural Web of a Public Service

Metaphors and Myths. Rites and Rituals. Ceremonies, Symbols and Values

A Conversation with a Manager at the English National Opera

Change or Continuity? Managing Cultural Change in Public Services

Surfacing and Interpreting Organizational Culture. The Values of Management

Final Thoughts: Symbolic Literacy and the Management of Meaning

Summary

Thinking and Learning Activities

ROLE TWO: MANAGING OPERATIONS AND ACTIVITIES

109

(56)

Managing the Market for Public Services

111

(33)

What is Marketing? Components of a Marketing Plan

Economics, Markets and Marketing in Public Services

A Spectrum of Markets: From Pseudo Markets to Relational Markets

Contracting. Adversarial or Obligational Contracts? Consumers or Customers?

The Marketing Process. Market Research. Market Definition

Forecasting. Temples Analysis. Market Research. Marketing Management

Compulsory Competitive Tendering

A Conversation with a Health Manager

A `5 P' Model for Marketing in Public Services. The Service Life Cycle

Service Vulnerability. Assessing Risk in Public Service Development

Stakeholder Analysis and Relationship Marketing

Developing a Marketing Plan

Final Thoughts: Markets, Marketing and the `Good' Society

Summary

Thinking and Learning Activities

Managing the Quality of Public Services

144

(21)

Concerns about Quality. Quality, Best Value and Value for Money

Defining Quality

A Conversation with a Dissatisfied Customer

Total Quality Management in Public Services. Beyond TQM

A `10 M' Quality Audit. Quality Charters

A Systems Approach to Quality

Quality Chains

A Conversational Approach to Improving Quality

Quality Circles. Benchmarking

Final Thoughts: A Quality Life

Summary

Thinking and Learning Activities

ROLE THREE: MANAGING PEOPLE

165

(114)

Managing Groups and leading Teams in Public Services

167

(38)

Informal Groups. Formal Groups. Irrationality in Groups. Managing Meetings

Group Formation. Developing Multi-disciplinary Teams

Group Processes

Status, Power and Roles in Groups. Group Work isn't Working

The Failure of Team Working. Making Groups Work. Thinking Groups

A Conversation with the Team Leader of a Multi-agency Project

Problems Caused by Individual Difference in Perception, Personality and Culture

Managing Conflict. Types of Conflict. The Causes of Conflict

Constructive Conflict. Models of Conflict Management

Handling Difficult People

Final Thoughts: Face to Face or Through a Glass Darkly

Summary

Thinking and Learning Activities

Managing Leadership and Motivation in Public Services

205

(29)

Leadership in Public Services. Leaders, Managers and Administrators

Theories of Leadership - The Seven Eras of Leadership. Leaders and Change

The Dark Side of Leadership

A Conversation with an Education Manager

Leaders or Managers for Public Services? Importing Leaders into Public Services

Leaders, Continuity and Change. The Attributes of Success. What Do Leaders Do?

Demotivation in Public Services. Theories of Motivation

Difficulties with Theories of Motivation in Public Services

Motivational Mapping. Self Motivation and Self Assertion

Motivation and Job Statisfaction Among Public Service Managers

Final Thoughts: The Androgenous Manager

Summary

Thinking and Learning Activities

Managing Individuals in Public Services

234

(45)

From Staff Welfare to Human Resource Management

Recruitment and Selection

Induction. Redundancy and Redeployment. Discipline and Grievance

From Industrial Relations to Employees Relations

Curbing Trades Unions

The Right to Manage

A Conversation with a Social Worker

Stress Management. Working Alone in Risky Situations. Counselling in the Workplace

Implementing Equal Opportunities. Family Friendly Public Services

A Conversational Approach to Forming Closer Relationships at Work

Final Thoughts: Social Entrepreneurs

Summary

Thinking and Learning Activities

ROLE FOUR: MANAGING FINANCE AND RESOURCES

279

(84)

Managing Budgets in Public Services

281

(28)

The Purpose of Budgeting. Budgetary Control. Incremental Versus Zero Based

Financial Measures of Performance in Public Services. Accountancy and Budgets

Capital and Revenue Budgets. Preparing a Budget Report

Preparing a Flexible Budget. Depreciation

A Conversation with a Public Services Finance Manager

Business Planning

Cash-flow Forecasts. Profit and Loss Accounts. Projected Balance Sheets

Reading and Interpreting Financial Accounts

Writing a Business Plan for a Public Service

Interpreting a Budget. Motivating Budgets

Final Thoughts: Budget Round or Battleground?

Summary

Thinking and Learning Activities

Managing Resources in Public Services

309

(17)

Sources of Funds. Public Expenditure Planning. Private Finance Initiatives

The European Union - Resourcing and Financial Planning. Option Appraisal

Present Net Value and Discounted Cash Flow

A Conversation with a Public Utilities Official in North Pakistan

Cost Benefit Analysis. Risk Management. Accounting for Inflation

More Money or a More Thoughtful Approach to Management?

Final Thoughts: `We'll Take Care of You'

Summary

Thinking and Learning Activities

Managing Audit, Accountability and Performance in Public Services

326

(37)

Defining Audit and Accountability. Scandals and Accountability. Accountability in Europe

Upward Accountability. Downward Accountability. Markets and Accountability. Accountability to Conscience

Morality and the Market. Three Approaches to Ethical Thinking

A Conversation with a Manager of a Secure Unit

The Democratic Deficit. Stewardship and Accountability. Performance Management

Economy, Efficiency and Effectiveness. Problems with Measuring Performance. A Fourth E for Ethics

Best Value. Individual Performance Review. Performance Appraisal

Managing Poor Performers. Performance-related Pay

Final Thoughts: Morality and Management

Summary

Thinking and Learning Activities

ROLE FIVE: MANAGING INFORMATION

363

(44)

Managing Information and Communication in Public Services

365

(42)

Why, What, and How to Communicate?

Channels of Communication - Conversational Communication

Writing Reports, Letters, Faxes, Memos, E-mails. Using Telephones

Presenting to a Live Audience. Visual Aids. Presenting Numerical Information

Advocacy and Argument. Cultural Perspectives on Communication. Debate or Dialogue?

A Model of Communication. Barriers to Communication

A Conversation with an Ex-Army Officer now CEO

Managing Relations with the Public and the Media

Handling the Press. Managing Television and Radio

Managing Information Technology

A Conversational Approach to Designing Information Systems

The Role of Information in Decision-making

Rational Methods of Decision-making. Bounded Rationality

A Conversational Approach to Complex Decision-making

Final Thoughts: `From Information to Knowledge'

Summary

Thinking and Learning Activities

ROLE SIX: MANAGING LEARNING AND PERSONAL DEVELOPMENT

407

(100)

Managing Learning in Public Services

409

(45)

Problems with Work-based Learning

A Conversation with a Public Service Management Consultant

Learning Conversations. What is Learning? Three Theories of Learning

Creative Coaches and Critical Friends. Kolb's Mistake

A Conversational Approach to Double Loop Learning

Using Learning Conversations to Create Learning Organizations

Work-based Learning. Problems with Group-based Methods

Comparing Three Approaches to Work-based Learning

Training Needs Analysis. Designing, Running and Evaluating Learning Events

A Conversational Approach to Coaching and Mentoring

Final Thoughts: Learning from Mistakes

Summary

Thinking and Learning Activities

Managing Personal Development in Public Services

454

(53)

Personal Development and the Attributes of High-performing Managers

Management Development, Personal Development and Self-development

Mapping Personal Development - Life Planning - Material, Physical, Emotional, Spiritual, Professional, Social and Intellectual Needs

Managing Time

Career Planning - A Conversational Approach - 12 Key Questions to Consider

Final Thoughts: `Who are You?'

Summary

Self-managed Thinking and Learning Activities

FINAL THOUGHTS

507

(26)

Management Values - Management as Religion

509

(24)

Carolyn Horn - A Conversational Manager

Ethics of Managers. Scientific Values vs Political Values

Researching Management - A Conversational Approach

Managers as Workers. Researching Management Research

Stakeholders - Hostages to Whose Fortune?

Conversations about Conversations

Towards More Thoughtful Conversations

Continuity or Change? Management as Privilege

Managers as People. Managers as Professionals

Managers as Employees. Managers as Victims

Management as Ideology

Surfacing the Values of Managers. The Seven Deadly Sins of Management

Managers as Masters - Public Servants as Slaves

Corruptive Power and the Power of Corruption

If You Can't Count It, It Doesn't Count!

The Assumptions, Beliefs and Values of Conversational Management

A Culture of Compliance or Speaking Truth to Power?

Management Grandiosity and Utopian Management

A Thoughtful Approach to the Practice of Management

Final Thoughts: Management as Religion

Summary of the Book

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Managing Public Services - Implementing Changes: A Thoughtful Approach to the Practice of Management

Summary

Table of Contents

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