International Journal of Public Sector Management, Aug 28, 2009
There has been a great deal of work undertaken on employee performance management with the Austra... more There has been a great deal of work undertaken on employee performance management with the Australian Public Service (APS) over the last 4 years. The objective has been to focus upon achieving high performance rather than merely preventing poor performance. This refocus was adopted to reflect the increasing complexity of the work, a rise in the need for knowledge work, and escalations in the speed and frequency of change; all this within a context requiring a reduction in costs while still meeting the growing expectations of the public and government. This pair of papers reflects on where employee performance management has got to as a result of the work. Dr. Damian West from the Australian Public Service Commission identifies the continuing importance of effective employee performance management to the APS and public sectors more widely. He highlights the progress that has been made so far, demonstrating the importance of implementation of the process. He suggests that, now that a framework for assessing the potential for employee performance management processes has been established, accountability of the system implementation and adoption will become paramount. Professor Deborah Blackman, whilst echoing the real progress that has been made, suggests that for real improvement in performance management outcomes there needs to be a fundamental shift in thinking; not in terms of the processes or of ensuring compliance, but rather that organizations undertaking performance management need to be much clear as to the strategic direction such a process is going to support. She suggests that there has been too much emphasis on having a system and not enough on determining what such a system is for. When the papers are combined, it can be seen that much progress has been made in terms of the reorientation towards high performance and how to support organizations to work towards this. The next step, for there to be real outcome improvements, is for organizations to be more overt in determining what high performance will look like in their context, then clarifying that to all those involved in developing performance management so that accountabilities at all levels can be agreed, supported, and effective.
ABSTRACT Repair and maintenance play a key role in housing management and tenant satisfaction. In... more ABSTRACT Repair and maintenance play a key role in housing management and tenant satisfaction. In the UK, local authority housing departments have traditionally had these services carried out in-house by local authority building services departments. For more than a decade, such departments have been under pressure to improve their efficiency and effectiveness from public policy initiatives such as compulsory competitive tendering and, more recently, best value. Within some authorities the transfer of housing stock from local authority control to housing associations with non-profit-making status is also adding to pressure for quality improvement by raising tenant expectations. Presents a case study of a total quality management initiative implemented within a local authority in Scotland facing precisely these pressures. The success of the quality improvement programme is examined, comparing the perceptions of the tenants and employees with key performance indicators. The pressures to succeed are high since, following an initial five-year period of grace, the contract for the delivery of building services will only be renewed if the newly-appointed housing association is satisfied with the efficiency and effectiveness of services delivered. The findings highlight the importance of managing the quality chain across organisational boundaries.
Journal of Hospitality and Tourism Management, 2007
This article is founded on Broadbridge, Maxwell and Ogden's (2006a) work on the job experiences a... more This article is founded on Broadbridge, Maxwell and Ogden's (2006a) work on the job experiences and career expectations of Generation Y undergraduates who are soon to embark on their full time careers. The industrial context under examination is the UK hospitality industry where research on management careers has been called for (Lakin and Riley, 1996). In addition, Generation Y's distinctive characteristics (Amar, 2004) and the changing structures of careers (Baruch, 2004) underline the relevance of this research. The key inference from the primary work covered in the article is that the hospitality industry needs to understand and respond to the characteristics of Generation Ys so as to enable them to develop their management careers in a way that is attractive to them.
This paper examines Generation Y, potential graduate entrants to UK retailing, in respect of thei... more This paper examines Generation Y, potential graduate entrants to UK retailing, in respect of their job experiences, career perceptions and initial employment expectations. Design, methodology, approach Utilising qualitative research methods, an exploratory study was undertaken with 33 students (all of whom fell into the category of Generation Y) from two UK universities. Findings The study found that many of the propositions contained within the Generation Y literature were reflected among participants in relation to their future career and lifestyle aspirations. This points to the need for retailers to carefully manage graduate expectations and experiences to ensure commitment to the sector. Research Limitations/implications Being an exploratory study, the results are not genralisable to the wider population. The findings frame a future longitudinal study on the retail careers of Generation Y graduates as they move from the anticipation to the encounter stage of their career development. This will seek to further explore the implications of Generation Y values, including those relating to diversity and equality which were not raised as an issue in this preliminary study. Originality/Value The findings of this research contribute to our knowledge of the career aspirations of Generation Y. It indicates to retailers some of the future recruitment and HR practices they might adopt to meet the needs of this generation of employees.
A key national priority of the Saudi Arabian government is to provide accessible healthcare for i... more A key national priority of the Saudi Arabian government is to provide accessible healthcare for its growing population that efficiently delivers quality excellence while controlling rising costs of delivery (MOP, 2010). The Ministry of Health (MoH) is the main government body responsible providing free healthcare services to all Saudi nationals and foreigners working in the public sector under the compulsory health insurance required by the Council of Cooperative Health Insurance (Khaliq, 2012).
Quality is a major concern in Saudi hospitals, as despite the high expenditure by the Saudi gover... more Quality is a major concern in Saudi hospitals, as despite the high expenditure by the Saudi government on health care facilities, which amounted to 3.3% of GDP in 2008, the health care system is still suffering from long waiting times, medical errors and deteriorating service. In the few studies tackling TQM applied in Saudi healthcare system, having a foreign workforce was mentioned as one of the major challenges. Nonetheless, the possible effect of the cultural characteristics of the diverse workforce on TQM was not investigated. This study aims to investigate the extent to which national cultural diversity in the workforce creates challenges to successful TQM realization in hospitals in Saudi. This is vital for building up a paradigm to help ensure fuller TQM realization within the health sector in Saudi Arabia. A case study strategy was selected to get more insight about the subject since there is a limited amount of information. The primary data is collected using employee ques...
Http Dx Doi Org 10 1080 13606710110039561, Dec 2, 2010
The UK public leisure and recreation sector has been inhibited from inter-organizational collabor... more The UK public leisure and recreation sector has been inhibited from inter-organizational collaboration due to the competitive pressures created by the policy of Compulsory Competitive Tendering (CCT). However, due to a change in policy direction, collaboration is now promoted as a positive behaviour for service quality and added value. In local authority leisure services provision, benchmarking is now encouraged as part of the new Best Value Regime (BVR). This paper discusses the challenge involved in ensuring the benchmarking relationship or 'network' moves beyond data benchmarking to engage in the more productive 'process' benchmarking activities. The management of this transition is discussed via a case study of a benchmarking group of nine Scottish local authority leisure service providers formed as a consequence of the BVR. A comparison of the experiences of the group with the wider research on the management of benchmarking suggests that to move beyond data benchmarking requires both an inclusionary approach to benchmarking at the intra-organizational level, and reciprocity in managing the administrative burden of the process of benchmarking at the inter-organizational level.
Purpose – The purpose of this paper is to explore empirically manager and employee views on emplo... more Purpose – The purpose of this paper is to explore empirically manager and employee views on employees’ skills utilisation in organisations in Scotland. Design/methodology/approach – Questionnaires to managers and employees, plus three case studies comprising manager interviews and employee focus groups. Findings – Highly significant differences are found between manager and employee views on: the match of employee skills to their current jobs; the extent of utilisation of employees’ skills; and opportunities for promotion. The main difference in views is on the match of employee skills to their current jobs, with employees opining more than managers that employees’ skills exceed the requirements of their job. Also, for managers and employees alike, the meaning of skills utilisation is obscure despite the language of skills being widely used in organisations. Research limitations/implications – The scale of the empirical research is possibly limited. There is potential for manager an...
... Nigel P. Grigg, Nigel P. Grigg is a Senior Lecturer, in the Division of Management, Glasgow C... more ... Nigel P. Grigg, Nigel P. Grigg is a Senior Lecturer, in the Division of Management, Glasgow Caledonian University, Glasgow, UK. ... “Quest” – a UK quality assurance scheme launched in 1996 – was developed by a joint committee of various professional and public sector sport ...
ABSTRACT External pressure by funders can be a catalyst for a more proactive and strategic approa... more ABSTRACT External pressure by funders can be a catalyst for a more proactive and strategic approach to quality management in the non-profit sector, however it can also lead to cynical responses which do little to promote learning and improvement. This case study of a national infrastructure organization that supports a network of local non-profit organizations provides insight into the attitudes and challenges that can arise from such external, top-down pressure.
... Paul Wilson South Ayrshire Council Community & Cultural Enrichment Educational Scrvices A... more ... Paul Wilson South Ayrshire Council Community & Cultural Enrichment Educational Scrvices Ayr, KA7 IDR, UK Tel: +44 1292 612262 E-mail: Rul. ... onc IIILISI I)c careful not to removc the onus on proviclcrs to consider the necds of customers (ic citizcns/council tax payel-s) who arc ...
Public sector leisure managers in the UK have been struggling, since the extension of compulsory ... more Public sector leisure managers in the UK have been struggling, since the extension of compulsory competitive tendering to leisure management in 1989, to reconcile the conflicts between becoming more consumer led and satisfying the needs of the 'recreationally ...
Abstract: Repair and maintenance play a key role in housing management and tenant satisfaction. I... more Abstract: Repair and maintenance play a key role in housing management and tenant satisfaction. In the UK, local authority housing departments have traditionally had these services carried out in-house by local authority building services departments. For more ...
International Journal of Public Sector Management, Aug 28, 2009
There has been a great deal of work undertaken on employee performance management with the Austra... more There has been a great deal of work undertaken on employee performance management with the Australian Public Service (APS) over the last 4 years. The objective has been to focus upon achieving high performance rather than merely preventing poor performance. This refocus was adopted to reflect the increasing complexity of the work, a rise in the need for knowledge work, and escalations in the speed and frequency of change; all this within a context requiring a reduction in costs while still meeting the growing expectations of the public and government. This pair of papers reflects on where employee performance management has got to as a result of the work. Dr. Damian West from the Australian Public Service Commission identifies the continuing importance of effective employee performance management to the APS and public sectors more widely. He highlights the progress that has been made so far, demonstrating the importance of implementation of the process. He suggests that, now that a framework for assessing the potential for employee performance management processes has been established, accountability of the system implementation and adoption will become paramount. Professor Deborah Blackman, whilst echoing the real progress that has been made, suggests that for real improvement in performance management outcomes there needs to be a fundamental shift in thinking; not in terms of the processes or of ensuring compliance, but rather that organizations undertaking performance management need to be much clear as to the strategic direction such a process is going to support. She suggests that there has been too much emphasis on having a system and not enough on determining what such a system is for. When the papers are combined, it can be seen that much progress has been made in terms of the reorientation towards high performance and how to support organizations to work towards this. The next step, for there to be real outcome improvements, is for organizations to be more overt in determining what high performance will look like in their context, then clarifying that to all those involved in developing performance management so that accountabilities at all levels can be agreed, supported, and effective.
ABSTRACT Repair and maintenance play a key role in housing management and tenant satisfaction. In... more ABSTRACT Repair and maintenance play a key role in housing management and tenant satisfaction. In the UK, local authority housing departments have traditionally had these services carried out in-house by local authority building services departments. For more than a decade, such departments have been under pressure to improve their efficiency and effectiveness from public policy initiatives such as compulsory competitive tendering and, more recently, best value. Within some authorities the transfer of housing stock from local authority control to housing associations with non-profit-making status is also adding to pressure for quality improvement by raising tenant expectations. Presents a case study of a total quality management initiative implemented within a local authority in Scotland facing precisely these pressures. The success of the quality improvement programme is examined, comparing the perceptions of the tenants and employees with key performance indicators. The pressures to succeed are high since, following an initial five-year period of grace, the contract for the delivery of building services will only be renewed if the newly-appointed housing association is satisfied with the efficiency and effectiveness of services delivered. The findings highlight the importance of managing the quality chain across organisational boundaries.
Journal of Hospitality and Tourism Management, 2007
This article is founded on Broadbridge, Maxwell and Ogden's (2006a) work on the job experiences a... more This article is founded on Broadbridge, Maxwell and Ogden's (2006a) work on the job experiences and career expectations of Generation Y undergraduates who are soon to embark on their full time careers. The industrial context under examination is the UK hospitality industry where research on management careers has been called for (Lakin and Riley, 1996). In addition, Generation Y's distinctive characteristics (Amar, 2004) and the changing structures of careers (Baruch, 2004) underline the relevance of this research. The key inference from the primary work covered in the article is that the hospitality industry needs to understand and respond to the characteristics of Generation Ys so as to enable them to develop their management careers in a way that is attractive to them.
This paper examines Generation Y, potential graduate entrants to UK retailing, in respect of thei... more This paper examines Generation Y, potential graduate entrants to UK retailing, in respect of their job experiences, career perceptions and initial employment expectations. Design, methodology, approach Utilising qualitative research methods, an exploratory study was undertaken with 33 students (all of whom fell into the category of Generation Y) from two UK universities. Findings The study found that many of the propositions contained within the Generation Y literature were reflected among participants in relation to their future career and lifestyle aspirations. This points to the need for retailers to carefully manage graduate expectations and experiences to ensure commitment to the sector. Research Limitations/implications Being an exploratory study, the results are not genralisable to the wider population. The findings frame a future longitudinal study on the retail careers of Generation Y graduates as they move from the anticipation to the encounter stage of their career development. This will seek to further explore the implications of Generation Y values, including those relating to diversity and equality which were not raised as an issue in this preliminary study. Originality/Value The findings of this research contribute to our knowledge of the career aspirations of Generation Y. It indicates to retailers some of the future recruitment and HR practices they might adopt to meet the needs of this generation of employees.
A key national priority of the Saudi Arabian government is to provide accessible healthcare for i... more A key national priority of the Saudi Arabian government is to provide accessible healthcare for its growing population that efficiently delivers quality excellence while controlling rising costs of delivery (MOP, 2010). The Ministry of Health (MoH) is the main government body responsible providing free healthcare services to all Saudi nationals and foreigners working in the public sector under the compulsory health insurance required by the Council of Cooperative Health Insurance (Khaliq, 2012).
Quality is a major concern in Saudi hospitals, as despite the high expenditure by the Saudi gover... more Quality is a major concern in Saudi hospitals, as despite the high expenditure by the Saudi government on health care facilities, which amounted to 3.3% of GDP in 2008, the health care system is still suffering from long waiting times, medical errors and deteriorating service. In the few studies tackling TQM applied in Saudi healthcare system, having a foreign workforce was mentioned as one of the major challenges. Nonetheless, the possible effect of the cultural characteristics of the diverse workforce on TQM was not investigated. This study aims to investigate the extent to which national cultural diversity in the workforce creates challenges to successful TQM realization in hospitals in Saudi. This is vital for building up a paradigm to help ensure fuller TQM realization within the health sector in Saudi Arabia. A case study strategy was selected to get more insight about the subject since there is a limited amount of information. The primary data is collected using employee ques...
Http Dx Doi Org 10 1080 13606710110039561, Dec 2, 2010
The UK public leisure and recreation sector has been inhibited from inter-organizational collabor... more The UK public leisure and recreation sector has been inhibited from inter-organizational collaboration due to the competitive pressures created by the policy of Compulsory Competitive Tendering (CCT). However, due to a change in policy direction, collaboration is now promoted as a positive behaviour for service quality and added value. In local authority leisure services provision, benchmarking is now encouraged as part of the new Best Value Regime (BVR). This paper discusses the challenge involved in ensuring the benchmarking relationship or 'network' moves beyond data benchmarking to engage in the more productive 'process' benchmarking activities. The management of this transition is discussed via a case study of a benchmarking group of nine Scottish local authority leisure service providers formed as a consequence of the BVR. A comparison of the experiences of the group with the wider research on the management of benchmarking suggests that to move beyond data benchmarking requires both an inclusionary approach to benchmarking at the intra-organizational level, and reciprocity in managing the administrative burden of the process of benchmarking at the inter-organizational level.
Purpose – The purpose of this paper is to explore empirically manager and employee views on emplo... more Purpose – The purpose of this paper is to explore empirically manager and employee views on employees’ skills utilisation in organisations in Scotland. Design/methodology/approach – Questionnaires to managers and employees, plus three case studies comprising manager interviews and employee focus groups. Findings – Highly significant differences are found between manager and employee views on: the match of employee skills to their current jobs; the extent of utilisation of employees’ skills; and opportunities for promotion. The main difference in views is on the match of employee skills to their current jobs, with employees opining more than managers that employees’ skills exceed the requirements of their job. Also, for managers and employees alike, the meaning of skills utilisation is obscure despite the language of skills being widely used in organisations. Research limitations/implications – The scale of the empirical research is possibly limited. There is potential for manager an...
... Nigel P. Grigg, Nigel P. Grigg is a Senior Lecturer, in the Division of Management, Glasgow C... more ... Nigel P. Grigg, Nigel P. Grigg is a Senior Lecturer, in the Division of Management, Glasgow Caledonian University, Glasgow, UK. ... “Quest” – a UK quality assurance scheme launched in 1996 – was developed by a joint committee of various professional and public sector sport ...
ABSTRACT External pressure by funders can be a catalyst for a more proactive and strategic approa... more ABSTRACT External pressure by funders can be a catalyst for a more proactive and strategic approach to quality management in the non-profit sector, however it can also lead to cynical responses which do little to promote learning and improvement. This case study of a national infrastructure organization that supports a network of local non-profit organizations provides insight into the attitudes and challenges that can arise from such external, top-down pressure.
... Paul Wilson South Ayrshire Council Community & Cultural Enrichment Educational Scrvices A... more ... Paul Wilson South Ayrshire Council Community & Cultural Enrichment Educational Scrvices Ayr, KA7 IDR, UK Tel: +44 1292 612262 E-mail: Rul. ... onc IIILISI I)c careful not to removc the onus on proviclcrs to consider the necds of customers (ic citizcns/council tax payel-s) who arc ...
Public sector leisure managers in the UK have been struggling, since the extension of compulsory ... more Public sector leisure managers in the UK have been struggling, since the extension of compulsory competitive tendering to leisure management in 1989, to reconcile the conflicts between becoming more consumer led and satisfying the needs of the 'recreationally ...
Abstract: Repair and maintenance play a key role in housing management and tenant satisfaction. I... more Abstract: Repair and maintenance play a key role in housing management and tenant satisfaction. In the UK, local authority housing departments have traditionally had these services carried out in-house by local authority building services departments. For more ...
Uploads
Papers by Susan Ogden