scholarly journals The Limits of Management by Objectives

2022 ◽  
pp. 35-48
Author(s):  
Pablo Cardona ◽  
Carlos Rey
Keyword(s):  
Customer Service ◽  
Shareholder Value ◽  
Talent Development ◽  
Management Systems ◽  
Full Potential ◽  
Management By Objectives

AbstractMany companies today experience a critical strategic contradiction. Their corporate purpose and values have evolved into what could be described as a humanistic vision while, at the same time, their management systems, mostly built around management by objectives (MBO), are designed to maximize shareholder value. Everything—customer service, talent development, even their philanthropy—is a means to increase profit. The problem is not about the objectives themselves, but rather their widespread misuse through the MBO system. Judging by the results of four decades of research, MBO has not been able to bring employees’ full potential into play. In this chapter, we analyze the limits of management by objectives and their consequences at organizational and personal levels.

5. The New Public Management goes global

2016 ◽  
Author(s):  
Stella Z. Theodoulou ◽  
Ravi K. Roy
Keyword(s):  
Customer Service ◽  
Public Management ◽  
Service Management ◽  
New Public Management ◽  
Cost Savings ◽  
Management By Objectives ◽  
Accountability Standards ◽  
New Public ◽  
Global Age ◽  
Customer Service Management

The so-called ‘golden age’ of the Keynesian State was turbulently interrupted by a series of economic shocks in the 1970s. Traditional administrative hierarchies were regarded as too inflexible to adapt to the dynamic political and economic forces unleashed in the global age. Emphasizing private sector values such as timeliness, responsiveness, and cost savings, a new kind of managerialism—New Public Management (NPM)—began to take root in some of the world’s leading public bureaucracies. ‘The New Public Management goes global’ explains that, today, the NPM’s emphasis on customer service, management by objectives, and quantitative-based performance and accountability standards is evident at all levels of governance. But is there an alternative?

scholarly journals Methodology of adaptive management of industrial Park structure based on stakeholder approach

2019 ◽  
Vol 80 (4) ◽  
pp. 371-377
Author(s):  
A. E. Plahin
Keyword(s):  
Development Strategy ◽  
Adaptive Management ◽  
Performance Indicators ◽  
Key Performance Indicators ◽  
Management Systems ◽  
Industrial Park ◽  
Stakeholder Approach ◽  
Management By Objectives ◽  
Development Indicators ◽  
Characteristic Features

The purpose of the scientific research presented in this article is the development of the methodological bases for the management of industrial park structures as objects of management. The necessity of the development and development of adaptive management in modern economic conditions is substantiated. The author set the task of exploring the possibilities of adaptive management technology in the context of the development of a stakeholder approach theory for industrial park structures, involving a large number of stakeholders that directly and indirectly influence activities and the subsequent distribution of the results of these activities among stakeholders effects. The central task of the adaptive management of the industrial park structure as an object of management is the search for a mechanism to adapt the strategic priorities of its existence and the corresponding streamlining of decisions and activities in accordance with the identified strategic priorities. The characteristic features of Management by objectives (MBO), proposed in 1954 by Peter Drucker (DruckerP.), The modified Tableau de bord system developed by Chiapello E., Lebas M., and the concept and adaptive management of key performance indicators Key Performance Indicators ( KPI). The study revealed trends in the structure of services provided by consulting companies for the implementation of adaptive management systems in Russia. A sectoral profile of implemented projects on the implementation of adaptive management systems in Russian companies is presented. The methodological problems of implementing an adaptive control system are studied. In conclusion, the author proposes a methodology for adaptive management of an industrial park structure based on building a set of strategic measures aimed at leveling the development strategy of an industrial park structure depending on the state of development indicators, including for the purpose of making decisions on regulating this system, the set of possible options in case of rejection of the indicative assessment of the result of the activity of the stakeholder.

scholarly journals Customer Service Management In Western and Central Europe: A Concurrent Validation Strategy In Entrepreneurial Financial Information Services Organizations

1970 ◽  
Vol 22 (1) ◽  
pp. 41-54
Author(s):  
Shawn Carraher ◽  
Sarah Carraher ◽  
Alma Mintu-Wimsatt
Keyword(s):  
Central Europe ◽  
Customer Service ◽  
Service Management ◽  
Management Systems ◽  
Service Orientation ◽  
Concurrent Validation ◽  
Customer Service Management ◽  
Highly Correlated ◽  
American Employees ◽  
Validation Strategy

The purpose of the present study was to test whether or not a biodata inventorycould be used to measure service orientation within global entrepreneurial organizationsin Western and Central Europe. A concurrent validation strategy wasconducted consistent with the methodology previously presented by Schoenfeldt(1999). Within the samples of 403 and 295 non-American employees, the serviceorientation ratings were highly correlated with four scales: "Extroversion,""Openness to experience, " "Conscientiousness, " and "Agreeableness" and notsignificantly correlated with "Emotional Stability. " The findings suggest that fororganizational employee development and selection, service orientation may beeffectively measured by an instrument such as this one and therefore potentiallyimprove customer service management systems.

scholarly journals The Uptake and Application of Work Flow Management Systems in the UK Financial Services Sector

1999 ◽  
Vol 14 (2) ◽  
pp. 149-160 ◽  
Author(s):  
Neil F. Doherty ◽  
I. Perry
Keyword(s):  
Customer Service ◽  
Financial Services ◽  
Work Flow ◽  
Management Systems ◽  
Flow Management ◽  
Services Sector ◽  
Financial Services Sector ◽  
Wide Range ◽  
Work Flow Management ◽  
The Way

Work flow management systems (WFMSs) are an important new technology, which are likely to have a significant impact on the way in which clerical and administrative operations are organized and executed. This paper seeks to investigate how WFMSs are being exploited and used commercially by UK-based organizations operating in the financial services sector. In-depth interviews were conducted with 14 project managers to explore the development, application and commercial implications of this powerful yet flexible technology. The results indicate that work flow technology has the potential to facilitate significant changes in the way in which an organization conducts its business, through the automation of a wide range of document-intensive operations. Furthermore, when applied in a well-focused manner, it has the potential to realize significant increases in an organization's flexibility and productivity, as well as delivering major improvements to the quality, speed and consistency of customer service.

scholarly journals O Impacto Financeiro das Auditorias da Qualidade nas empresas Portuguesas

2015 ◽  
Vol 1 (3) ◽  
pp. 90-102 ◽  
Author(s):  
Isabel Cristina Passos Batista ◽  
Manuel Gilberto Freitas dos Santos
Keyword(s):  
Literature Review ◽  
Customer Service ◽  
Continuous Improvement ◽  
Cost Reduction ◽  
Management Systems ◽  
Main Theme ◽  
Quality Management Systems ◽  
Financial Benefits ◽  
The Subject ◽  
The Impact

This paper discusses the main theme the financial implications that Portuguese companies with the implementation and subsequent certification of the Quality System and respective Quality Audits. The literature review shows that companies do not publish financial results on the subject in question, making it necessary to acquire information through a questionnaire. About 126 questionnaires were sent. Our sample is however 32 validados.Pode to complete questionnaires that the top 5 overall benefits or indirect financial benefits for Portuguese companies were, respectively: improving internal organization; improving the company's image; increasing customer satisfaction; continuous improvement in customer service; improving competitive position. In terms of direct financial benefits the 3 main benefits obtained by the companies were: turnover increase; Performance (cost reduction); Increased business productivity. So it is expected to contribute to the knowledge of the impact, notably financial of Quality Management Systems and respective audits in Portuguese companies.

scholarly journals Using ATMs as Workload Relievers for Ghanaian Bank Tellers: The Customer Behavioral Challenge

2011 ◽  
Vol 3 (1) ◽  
pp. 13-21 ◽  
Author(s):  
Mohammed-Aminu Sanda
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Developing Economies ◽  
Full Potential ◽  
Service Needs ◽  
African Countries ◽  
Behavioral Challenges ◽  
Human Resource Capacity ◽  
And Performance ◽  
Bank Tellers

This study explored the issue of whether the use of the Automated Teller Machines (ATM) as a service delivery tool in the banking industry of many developing countries has achieved its intended objective of increasing the effectiveness of customer service provision and reducing the workload of bank tellers. The purpose is to understand customers’ behaviour towards the use of ATM as a banking service delivery tool, and the influence of such customer-usage behaviour on the banks’ human resource capacity building, in terms of employee workload relief and performance. This is because most banks in subSaharan African countries have introduced the ATM in bids to satisfying customers’ service needs and making the work of employees easier. Data was collected using questionnaires that were administered to bank customers who use the ATM facility, as well as bank managers. The findings showed that though most bank customers who use the ATM services perceive the ATM as a convenient, reliable, accurate and suitable service delivery tool for their banking transactions; they still underutilize the ATM’s service capacity by choosing to go to the banking halls to make cash withdrawals of amounts that could be obtained from the ATMs. It is also found that by virtue of this customer behaviour of not using the ATM’s to their full potential, the relief that it is expected to provide bank tellers is not realized. It is concluded that because of customer behavioral challenges to the effective utilization of the ATM technology, banks in developing economies not benefiting from its full potential as a customer service delivery tool, and also as a strategic workload reliever for tellers who service customers inside the banking halls.

scholarly journals Dynamic Thread Pool based Service Tracking Manager

2011 ◽  
pp. 1-6
Author(s):  
D.V. Lavanya ◽  
V.K. Govindan
Keyword(s):  
Customer Service ◽  
Dynamic Optimization ◽  
Pool Size ◽  
Management Systems ◽  
Management Software ◽  
Host System ◽  
Thread Pool ◽  
Overall Performance ◽  
Simulation Results ◽  
Casino Management

The Service Tracking Manager (STM) application is a management software that integrates, collects, and manages alerts/events information from Casino Management Systems. It allows casinos to track alerts and events at different locations. Casinos staff attends to various kinds of requests. The requests can be for providing customer service, handle events related to slots, alerts for security reasons, and so on. As the size of the casino increases, handling, managing, and prioritizing the requests become difficult and casinos resort to hiring more staff. STM is independent of the host system and receives requests from Slot Management Systems, Casino Management Systems and other source applications as appropriate. Once the requests are received, the STM application helps in managing and prioritizing the requests. The main functionality or the key operation to be performed on the data is the parsing to check if it is required by the STM system. To distribute the work, the Thread Pool concept is used. The STM application also runs the logic for prioritizing the tasks and assigns it to the staff. The present work proposes a service tracking manager based on dynamic thread pool concept. The paper examines the correlation between the internal characteristics and the performance of the static and dynamic thread pool. The simulation results show that dynamic optimization for thread pool size is very effective in alleviating the management overhead and improving the overall performance

MALAK Technologies Ltd.

2013 ◽  
pp. 22-39
Author(s):  
Niveen Eid ◽  
Lorraine Warren
Keyword(s):  
Management System ◽  
Talent Development ◽  
Voluntary Turnover ◽  
Talent Management ◽  
Management Systems ◽  
Retention Strategies ◽  
Succession Management ◽  
Hr Practices ◽  
It Organizations

This case examines a critical and often overlooked organizational and managerial function, the need for effective talent management systems. The issues surrounding employees’ voluntary turnover at a leading Palestinian ICT vendor are explored. Overall, the firm’s culture, leadership, and HR practices were appreciated by the majority of the staff. However, the structure of the organization and a lack of retention strategies were leading to the loss of indispensable IT engineers. Retention strategies in IT organizations might need to be reshaped to accommodate employees’ expectations. Talent development and succession management relevant to all employees should be firmly embedded within the company’s talent management system.

scholarly journals Techniques for Fostering Self-Regulated Learning Via Learning Management Systems in On-Campus and Online Courses

2020 ◽  
Vol 9 (1) ◽  
Author(s):  
Sarah E. Heath ◽  
Beau Shine
Keyword(s):  
Learning Management Systems ◽  
Management Systems ◽  
Delivery Mode ◽  
Full Potential ◽  
Course Content ◽  
Face To Face ◽  
Self Regulated Learning ◽  
Online Coursework ◽  
Regulated Learning ◽  
Learning Management

While self-regulated learning is a standard model for online coursework, this approach emphasizes the applicability of Learning Management System (LMS) usage in face-to-face and hybrid course formats. Self-regulated learning has become an important component of education, both as a primary tool in online coursework and as a supplemental resource in face-to-face courses. (Boekaerts, 1999).  Yet despite its importance, research suggests that rather than utilizing the full potential of learning management and course management systems, instructors primarily use LMS and CMS as a delivery mode for course content (Boekarts, 1997; Vovides et al., 2007).  Such underutilization not only minimizes the capacities of such systems, but limits the opportunities for students to engage in multimodal self-regulated learning. This paper offers three specific techniques to improve self-regulated learning via LMS: flipped learning, chunking, and micro-learning.  Research findings have led to support for each of the above-mentioned techniques (Nwosisi et al., 2016; Miller, 1956; Major & Calandrino, 2018). The authors provide examples of techniques used in their own courses, how each facilitates self-regulated learning, and how utilizing the full capabilities of learning management systems engages students in multimodal self-regulated learning.  Common findings and recommendations will also be noted, with the goal of providing a framework for instructors to apply each technique via learning management systems in their own courses.

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