On service improvement capacity index: A case study of the public service sector in Malaysia

2000 ◽  
Vol 11 (4-6) ◽  
pp. 837-843 ◽  
Author(s):  
Sharifah Latifah Syed A. Kadir ◽  
Mokhtar Abdullah ◽  
Arawati Agus
Keyword(s):  
Public Service ◽  
Service Sector ◽  
Service Improvement ◽  
The Public ◽  
Capacity Index

Total quality management and sustainability in the public service sector: the mediating effect of service innovation

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ohoud Ali AlShehail ◽  
Mehmood Khan ◽  
Mian Ajmal
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Public Service ◽  
Service Sector ◽  
Service Innovation ◽  
Abu Dhabi ◽  
Total Quality ◽  
Content Type ◽  
The Public ◽  
Sustainability Performance

PurposeThis study aims to critically investigate the structural relationships between total quality management (TQM), service innovation and sustainability performance in the public service sector of the United Arab Emirates (UAE).Design/methodology/approachThe study employed an online survey to collect data from 400 employees working in eight selected UAE public service sector organisations located in Abu Dhabi. The collected data were analysed using structural equation modelling (SEM) to empirically examine whether TQM practices improve service innovation and, subsequently, sustainability performance in the UAE's public service sector.FindingsThe results show that TQM has a significant impact on service innovation and sustainability performance in the UAE's public service sector. Additionally, service innovation partially mediates the relationship between TQM and sustainability performance.Practical implicationsThe public service sector's TQM practices and service innovation in the UAE have a much greater impact on social and environmental sustainability than on economic sustainability performance. Adopting five dimensions of TQM (following the Abu Dhabi Award for Excellence in Government Performance [ADAEP] model) across the UAE's public organisations will enable government departments to deliver innovative services to its beneficiaries.Originality/valueThis study provides a substantial contribution by addressing the gaps in the literature. Very few studies have empirically investigated the possible association between TQM, service innovation and sustainability performance in public sector organisations, particularly in developing countries such as the UAE, where the increasing efforts in TQM practices are still in their emerging stages, mainly targeting innovative service offerings and sustainable performance.

scholarly journals Determining Innovation Aspect in the Performance of Public Service Sector

2013 ◽  
Vol 4 (8) ◽  
pp. 361-368
Author(s):  
Qaanita Yuuha Mustafid
Keyword(s):  
Performance Measurement ◽  
Public Service ◽  
Service Sector ◽  
Market Competition ◽  
Innovation Performance ◽  
Private Company ◽  
Organizational Survival ◽  
The Public ◽  
Measurement Framework ◽  
And Performance

Innovation is important for organizational survival, not only for private company but also for Public Service Company. When the private company needs to develop innovation to win the market competition, public service sector develops innovation in order to increase efficiency and public service quality. In order to evaluate and develop the successful innovation, the company needs to measure innovation performance. The purpose of this paper is to develop a framework for measuring innovation performance in the public service sector. This paper also identified the variables associated with innovation performance measurement in the public service sector. Using qualitative methods, we developed a performance measurement framework based on the literature review of innovation and performance measurement. The measured variables consist of inputs for innovation, innovation processes, innovation outputs, and the outcomes of implementing innovation. This research is expected to contribute to the literature used by academics and companies that have similar characteristics to measure innovation performance.

scholarly journals Study on the Difficulties of Building a Service-oriented Government——A Case Study on the Satisfaction of Public Service Quality of Guizhou Province in 2019

2021 ◽  
Vol 235 ◽  
pp. 02031
Author(s):  
Siyue Liu
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Guizhou Province ◽  
The Public ◽  
Key Points ◽  
Steady Improvement ◽  
Service Oriented ◽  
Speed Up

This paper explores the difficulties of building a service-oriented government by taking the evaluation results of public service satisfaction of Guizhou province in 2019 as an example. This paper finds that building a service-oriented government is the process of improving the quality of public service in an all-round way. With the steady improvement of the public service quality in China, the public’s expectation of the public service quality has been improved by changing from the original “yes or no” to the current “good or not”. In order to speed up the construction of service-oriented government, government departments should pay attention to the change of public demand and take the comfort, richness and transparency of public service as the key points of quality improvement.

scholarly journals Politicization as a Factor of Shaping News in the Public Service Media : A Case Study on Public Television in Poland

2021 ◽  
Vol 72 (4) ◽  
pp. 29-51
Author(s):  
Agnieszka Węglińska ◽  
◽  
Łukasz Szurmiński ◽  
Maria Wąsicka-Sroczyńska ◽  
◽  
...  
Keyword(s):  
Public Service ◽  
Public Television ◽  
The Public

scholarly journals Analysis of queue change of visitors and performace system in the Department of Population and Civil Regristation of Semarang City

2020 ◽  
Vol 202 ◽  
pp. 15005
Author(s):  
Sugito ◽  
Alan Prahutama ◽  
Dwi Ispriyanti ◽  
Mustafid
Keyword(s):  
Customer Satisfaction ◽  
Waiting Time ◽  
Public Service ◽  
Service Time ◽  
Service Sector ◽  
General Distribution ◽  
Queuing Systems ◽  
Queuing Model ◽  
The Public ◽  
Second Period

The Population and Civil Registry Office in Semarang city is one of the public service units. In the public service sector, visitor / customer satisfaction is very important. It can be identified by the length of the queue, the longer visitors queue this results in visitor dissatisfaction with the service. Queue analysis is one of the methods in statistics to determine the distribution of queuing systems that occur within a system. In this study, a queuing analysis as divided into two periods. The first period lasts from 2-13 March 2015, while the second period lasts November 16th to December 20th 2019. The variables used are the number of visitors and the service time at each counter in intervals of 30 minutes. The results obtained are changes in the distribution and queuing model that is at counter 5/6 and counter 10. The queuing model obtained at the second perideo for the number of visitors and the time of service with a General distribution. The average number of visitors who come in 30 minute intervals in the second period is more than the first period, this indicates an increase in visitors. The opportunity for service units is still small, the waiting time in the queue is getting smaller. This shows that the performance of the queuing system at the Semarang Population and Civil Registry Office is getting better.

Status of EDRMS implementation in the public sector in Namibia and Zimbabwe

2018 ◽  
Vol 28 (3) ◽  
pp. 252-264 ◽  
Author(s):  
Cathrine Tambudzai Nengomasha ◽  
Alfred Chikomba
Keyword(s):  
Best Practices ◽  
Public Service ◽  
Design Methodology ◽  
Records Management ◽  
Content Type ◽  
Face To Face ◽  
The Public ◽  
Units Of Analysis ◽  
Study Population

Purpose The purpose of this study was to investigate the adoption and use of electronic document and records management system (EDRMS) in the public service in Namibia and Zimbabwe with the aim of establishing barriers and enablers, and best practices which each country could adopt from the other. Design/methodology/approach This multi-case study was informed by an interpretivist paradigm. Qualitative in nature, the study applied face-to-face interviews as the data collection method, supplemented by documents analysis. The study population was Namibia and Zimbabwe’s public sectors with units of analysis, being the governments’ ministries, offices and agencies which have implemented EDRMS. Findings The paper provides the state of EDRMS implementation in Namibia and Zimbabwe. It establishes how the two countries have implemented EDRMS and factors that have contributed to the success/failure of the implementation in both countries. Originality/value The paper is a response to the need for further research studies on the implementation of EDRMS in various countries.

Municipal Microchips: The Computerised Labour Process in the Public Service Sector

1996 ◽  
pp. 35-63
Author(s):  
Harvie Ramsay ◽  
Chris Baldry ◽  
Anne Connolly ◽  
Cliff Lockyer
Keyword(s):  
Public Service ◽  
Service Sector ◽  
The Public ◽  
Labour Process
Sign in / Sign up

Export Citation Format

Share Document