A new approach to understanding and improving performance and public value This book presents the Public Service Value Model-an innovative, rigorous approach to defining public outcomes and quantifying results-to help readers understand and improve public service delivery. Filled with in-depth insight and expert advice, this guide will arm public service managers-whether in government, nonprofit, or even for-profit organizations-with a practical framework that can be used to define outcomes and manage trade-offs in public service delivery. Martin Cole (Hartford, CT) is Group Chief Executive of Accenture's Government Operating Group. Greg Parston (London, UK) is Executive Director of the Accenture Institute for Public Service Value.
Public budgeting structure, process, legal framework and policy with examples from industrialized and developing countries Public Budgeting in Context examines budgeting at all levels of U.S. government—federal, state, and local—and in a sample of governments around the world. The book assesses the context of public budgeting in these governments, especially the legal foundations for its practice and how the process and final budgets are impacted by governance structures, laws, various budget actors and different branches of government. The author presents focused attention on the influences on government budgets of the executive, legislative and judicial branches of government, the bureaucracy, the public and the media. In light of worldwide fiscal malaise, especially during and since the Great Recession, this book illustrates the heightened complexity of the budgeting environment that pervades all governments today—industrialized or developing, large or small. For those who like to dive into the details, the book presents numerous examples of public budgeting as practiced and points to the wealth of data available for analyses of the budgetary context and process, budget shares and results regarding virtually any government of interest. Chapters cover the constitutional and statutory provisions for budgeting in selected governments. Budget and policy agenda setting and executive leadership, legislative budget powers and the influence of the judiciary on modern government budgets are exposed. Budget execution requirements of the bureaucracy, the input of customers, clients and citizens to government budgets, and media influences on public budgets and agencies are highlighted. Budget mechanics—budget types, formats, timelines and reforms—are introduced and compared. Taxes and intergovernmental revenues are considered, with predominant tax choices at every level of government in the United States and those in a select, developing country represented. The book introduces an emerging method for investigating the outcomes of government spending—human rights budget analysis—and includes as an example the assessment of budget reform and results of public health spending in one selected government. Highlights of Public Budgeting in Context Offers a comprehensive text for understanding public budgeting in governments of a variety of contexts and capacities and across different levels Written by a noted expert in the field of public budgeting and financial management Contains illustrative examples from industrialized and developing countries Guides to innumerable datasets with information about governments and their budgets Includes a companion website filled with templates for budget and fiscal analysis Unravel the complex issues of modern public budgeting using this unique presentation of its practice in a variety of governments in the U.S. and a select sample from around the world.
A comprehensive guide to public sector collaboration with private and nonprofit organizations for better service delivery Governing Cross-Sector Collaboration tackles the issues inherent in partnerships with nongovernmental actors for public service delivery, highlighting the choices available and the accompanying challenges and opportunities that arise. Based on research, interviews with public, private and nonprofit sector leaders, and considerable analysis of organizations involved in public-private-nonprofit collaborations, the book provides insight into cross-sector collaboration at the global, federal, state, and local levels. Through an examination of the primary modes of cross-sector collaboration, including collaborative contracting, partnerships, networks, and independent public services providers, the book presents a clear case for how public managers can assess the trade-offs and use these options to improve public service delivery. Nonprofit organizations, businesses, and third-party contractors are increasingly partnering with government to deliver public services. Recognizing the types of collaborative approaches, and their potential to solve public policy problems is quickly becoming a major task for public managers, with new methods and techniques constantly emerging. Governing Cross-Sector Collaboration provides specific examples and a framework for public managers to make strategic choices about how to engage private and nonprofit actors in delivering public goods and services while ensuring the public interest. The book provides effective methods for choosing, designing, governing, and evaluating networks, partnerships, and independent public-services providers, with in-depth discussion encompassing: Analysis and engagement of cross-sector organizations Fostering democratic accountability in the public interest Collaborative approaches (including contracts, networks and partnerships) and the issues associated with each type of arrangement Leadership and organizational learning in cross-sector collaboration Included case studies illustrate effective application of the concepts and methods described, providing both practicing public and nonprofit managers and public policy/administration students with insight into these emerging strategic alliances. The first comprehensive guide to public governance collaborations, Governing Cross-Sector Collaboration is an important and timely contribution to the field of public management.
A comparative, interdisciplinary examination of the mechanisms behind public administration Global Dimensions of Public Administration and Governance is a comprehensive, comparative text on the structure and function of governments around the world. Written by two of the field's leading public administration scholars, this book provides an interdisciplinary perspective and a global, historical, and theoretical examination of the management and governance of the modern state. Readers learn how territory, bureaucracy, and political systems influence policy and reform in over thirty countries, and how these mechanisms affect the everyday lives of citizens. This comparative approach features rich examples of how policy is shaped by culture, and how modern policy principles are filtered to fit a country's needs and expectations. Chapters conclude with comparative analyses that help readers better-understand the role and position of government in the contemporary world, both in democratic societies and less-than-democratic environments. Governance doesn't happen in a vacuum. Those responsible for policy, regulation, and reform take cues from history, current events, and visions for the future to inform thinking on matters that can potentially affect a large number of everyday lives. This book illustrates the thought process, providing the necessary insight these important decisions require. Understand the relationship between structure and function of government Learn how policy is culture-dependent Examine the political and societal contexts of reform Discover the myriad forms of modern bureaucracy The various social sciences provide valuable information and perspectives for those involved in public administration. Those perspectives converge here to form a thorough, well-rounded, examination of the success and failure possible, and the mechanisms through which they take place. Global Dimensions of Public Administration and Governance provides a detailed, wide-ranging look at how modern governments operate, how they got this far, and where they're headed for the future.
Hello, I am your customer. Do you see the world like I do? It's simple really. Start with me and everything else follows. Together we can do extraordinary things. Are you ready? 10 building blocks, 30 practical tools, 50 inspirational stories. From Amazon to Banyan Tree, Quintessentially to Zipcars, explore 50 of the world's leading customer businesses. The rise of Air Asia, and the collaboration of Boeing; the segmented focus of Club Med, and the customer vision of Disney; the imagination of Camper, and the desire for the Nintendo Wii; the realism of Dove, and the tribal loyalty of Harley Davidson. The 'genius' of a customer-centric business is that it works from the outside in. It attracts, serves and retains the best customers as its route to profitability and growth. Isn't it about time you started doing business from the outside in?
Boost profits, margins, and customer loyalty with more effective CRM strategy Managing Customer Experience and Relationships, Third Edition positions the customer as central to long-term strategy, and provides essential guidance toward optimizing that relationship for the long haul. By gaining a deep understanding of this critical dynamic, you'll become better able to build and manage the customer base that drives revenue and generates higher margins. A practical framework for implementing the IDIC model merges theory, case studies, and strategic analysis to provide a ready blueprint for execution, and in-depth discussion of communication, metrics, analytics, and more allows you to optimize the relationship on both sides of the table. This new third edition includes updated examples, case studies, and references, alongside insightful contributions from global industry leaders to give you a well-rounded, broadly-applicable knowledge base and a more effective CRM strategy. Ancillary materials include a sample syllabus, PowerPoints, chapter questions, and a test bank, facilitating use in any classroom or training session. The increased reliance on customer relationship management has revealed a strong need for knowledgeable practitioners who can deploy effective initiatives. This book provides a robust foundation in CRM principles and practices, to help any business achieve higher customer satisfaction. Understand the fundamental principles of the customer relationship Implement the IDIC model to improve CRM ROI Identify essential metrics for CRM evaluation and optimization Increase customer loyalty to drive profits and boost margins Sustainable success comes from the customer. If your company is to meet performance and profitability goals, effective customer relationship management is the biggest weapon in your arsenal—but it must be used appropriately. Managing Customer Experience and Relationships, Third Edition provides the information, practical framework, and expert insight you need to implement winning CRM strategy.
Statistical Methods in Customer Relationship Management focuses on the quantitative and modeling aspects of customer management strategies that lead to future firm profitability, with emphasis on developing an understanding of Customer Relationship Management (CRM) models as the guiding concept for profitable customer management. To understand and explore the functioning of CRM models, this book traces the management strategies throughout a customer’s tenure with a firm. Furthermore, the book explores in detail CRM models for customer acquisition, customer retention, customer acquisition and retention, customer churn, and customer win back. Statistical Methods in Customer Relationship Management: Provides an overview of a CRM system, introducing key concepts and metrics needed to understand and implement these models. Focuses on five CRM models: customer acquisition, customer retention, customer churn, and customer win back with supporting case studies. Explores each model in detail, from investigating the need for CRM models to looking at the future of the models. Presents models and concepts that span across the introductory, advanced, and specialist levels. Academics and practitioners involved in the area of CRM as well as instructors of applied statistics and quantitative marketing courses will benefit from this book.
Ruthlessly focus on what's convenient for customers, not what's convenient for you Ninety percent of dissatisfied clients will take their business elsewhere and never tell you why. However, ninety-five percent will become loyal customers again if their needs and problems are addressed and remedied. Speaker and salesperson Michael Aun shares these secrets and many more in It's the Customer, Stupid!, a guide to growing any business by gaining new customers, and, more importantly, by keeping the ones you have happy and coming back for more. This fun-to-read book explains common myths about sales and customer satisfaction, starting with the fact that most businesses think they're customer-centric, but they just aren't. Get proven steps to REALLY put your customer at the center of what you do Distinguish your business from the competition by understanding the principle that good sales ARE good service Author received the Toastmasters «World Championship of Public Speaking» award and is also a full-time businessman practicing what he preaches daily It's the Customer, Stupid! reveals key actions that will shake up your business approach. Your customers will love you for them, and you'll love the effect on sales!
For a Brand to have value it must be valued by the customers.Brand equity is an asset of the company which is intangible and depends on customer brand association resulting to brand loyalty. India's oil market has so far been dominated by Public Sector Oil marketing Companies especially in the marketing of petroleum products. The customer behaviour that has intrigued the marketers and researchers for long, has been the indifferent behaviour exhibited by fuel consumers while making choice amongst these three public sector oil marketing to refuel their vehicles, one due to no price difference in the petrol marketed by oil marketing companies and secondly there is no perceived quality difference communicated to the customers. This research is an attempt to understand the customer based brand equity with the Public Sector Oil Marketing Companies with special reference to the city of Indore.The research highlights the level of brand awareness, perceived brand quality, brand association and brand loyalty expressed by the customers for each of the public sector oil marketing companies i.e. HPCL, BPCL and IOCL.
The ideal introductory guide to Microsoft's much anticipated entry into the Customer Relationship Management (CRM) software marketplace Discusses the key features of Microsoft's CRM software, including tools to help businesses sell more effectively, manage all customer communications in one place, track and convert leads, make informed decisions faster, and provide consistent service Provides expert tips and tricks to make the software work more effectively Explains how to achieve increased customer satisfaction, customer loyalty, and more profitable customer relationships Author is considered one of a handful of global experts on CRM for small- and medium-sized businesses
Apply engineering and design principles to revitalize the healthcare delivery system Healthcare Systems Engineering is the first engineering book to cover this emerging field, offering comprehensive coverage of the healthcare system, healthcare delivery, and healthcare systems modeling. Written by leading industrial engineering authorities and a medical doctor specializing in healthcare delivery systems, this book provides a well-rounded resource for readers of a variety of backgrounds. Examples, case studies, and thoughtful learning activities are used to thoroughly explain the concepts presented, including healthcare systems, delivery, quantification, and design. You'll learn how to approach the healthcare industry as a complex system, and apply relevant design and engineering principles and processes to advance improvements. Written with an eye toward practicality, this book is designed to maximize your understanding and help you quickly apply toward solutions for a variety of healthcare challenges. Healthcare systems engineering is a new and complex interdisciplinary field that has emerged to address the myriad challenges facing the healthcare industry in the wake of reform. This book functions as both an introduction and a reference, giving you the knowledge you need to move toward better healthcare delivery. Understand the healthcare delivery context Use appropriate statistical and quantitative models Improve existing systems and design new ones Apply systems engineering to a variety of healthcare contexts Healthcare systems engineering overlaps with industrial engineering, operations research, and management science, uniting the principles and practices of these fields together in pursuit of optimal healthcare operations. Although collaboration is focused on practitioners, professionals in information technology, policy and administration, public health, and law all play crucial roles in revamping health care systems. Healthcare Systems Engineering is a complete and authoritative reference for stakeholders in any field.
This thoroughly revised and updated third edition of The Ethics Challenge in Public Service is the classic ethics text used in public management programs nationwide. The book serves as a valuable resource for public managers who work in a world that presents numerous ethical challenges every day. It is filled with a wealth of practical tools and strategies that public managers can use when making ethical choices in the ambiguous and pressured world of public service. The book also contains new material on topics such as social networking, the use of apology, ethics as applied to public policy, working with elected officials, and more. «The Ethics Challenge in Public Service, now in its third edition, continues to be simply indispensable for teaching public service ethics. Thoroughly updated to encompass the latest developments in the field, this new edition adds both a companion website and an instructor's website, further enhancing its value for both students and faculty.» —Guy B. Adams, Harry S. Truman School of Public Affairs, University of Missouri «If you want to know about ethical decision making in public service, this is the book to read.» —Patricia J. Harned, president, Ethics Resource Center «This book cuts through the rhetoric and the partisanship right to the heart of ethics in the public service; here is a smooth blend of how and why.» —Carole L. Jurkiewicz, Woman's Hospital Distinguished Professor of Healthcare Management, John W. Dupuy Endowed Professor, Louisiana State University
Customer survey studies deals with customers, consumers and user satisfaction from a product or service. In practice, many of the customer surveys conducted by business and industry are analyzed in a very simple way, without using models or statistical methods. Typical reports include descriptive statistics and basic graphical displays. As demonstrated in this book, integrating such basic analysis with more advanced tools, provides insights on non-obvious patterns and important relationships between the survey variables. This knowledge can significantly affect the conclusions derived from a survey. Key features: Provides an integrated, case-studies based approach to analysing customer survey data. Presents a general introduction to customer surveys, within an organization’s business cycle. Contains classical techniques with modern and non standard tools. Focuses on probabilistic techniques from the area of statistics/data analysis and covers all major recent developments. Accompanied by a supporting website containing datasets and R scripts. Customer survey specialists, quality managers and market researchers will benefit from this book as well as specialists in marketing, data mining and business intelligence fields.
The first book-length treatment of the absolutely essential topic of U.S. health care reform for imaging specialists This latest volume in the Current Clinical Imaging series offers all professionals involved with imaging a cogent, concise discussion of major issues related to health care reform from the perspective of fellow imaging specialists. It provides radiologists with a solid footing in understanding where they are now and where they can expect to be in the evolution of health care reform over the next ten years. Presenting an excellent balance of clinical and health care policy issues, Health Care Reform in Radiology reinforces the central role of health promotion and preventive medicine in U.S. health care systems while offering an international perspective on the subject. Topical coverage includes evidence-based outcomes for health care delivery, the impact of the determination of imaging tests' effectiveness, patient safety, medicolegal reform, reimbursement issues, and universal healthcare benefits and challenges. Health Care Reform in Radiology presents a program to: Enhance patient safety and quality of care Anticipate new or revised standards for all imaging modalities Suggest the more appropriate use of imaging based on the latest clinical evidence Discuss the evolving regulations defining the training required to perform imaging procedures Encourage career-long learning (CME, maintenance of certification, etc.) Show fellow radiologists how to provide added value for patients and referring physicians Developed and written by two top experts in the field, this is an ideal book for all professionals involved with imaging as well as physician groups that depend on radiology.