scholarly journals EVALUASI PENYUSUNAN INDIKATOR KINERJA STUDI PADA DINAS PENDIDIKAN NASIONAL KABUPATEN SUMBAWA

2017 ◽  
Vol 2 (1) ◽  
Author(s):  
Mujibur Rahmat
Keyword(s):  
Service Delivery ◽  
Performance Measurement ◽  
Logic Model ◽  
Delivery Outcome ◽  
Community Outcome

Pengukuran kinerja dapat digunakan sebagai dasar untuk menilai keberhasilan dan kegagalan pelaksanaan program/kegiatan sesuai dengan sasaran dan tujuan yang telah ditetapkan dalam rangka mewujudkan visi dan misi. Penelitian ini membahas tentang evaluasi penyusunan indikator kinerja Dinas Pendidikan Nasional Kabupaten Sumbawa dengan pendekatan Ongoing Performance Measurement and Management (OPM&M). Tujuan penelitian ini untuk mengetahui kesesuaian indikator kinerja Dinas Pendidikan Nasional Kabupaten Sumbawa serta menjelaskan indikator kinerja program/kegiatan dalam mendukung pencapaian kinerja Dinas Pendidikan Nasional Kabupaten Sumbawa dengan pendekatan OPM&M.Pendekatan OPM&M dapat digunakan untuk mengukur kualitas indikator kinerja yang disusun dan dilaporkan oleh Dinas Pendidikan Nasional Kabupaten Sumbawa dengan menggunakan dua alat yakni Logic Model dan analisis empat kuadran Friedman. Metode penelitian dilakukan dengan menganalisis data dan mengkonfirmasikannya melalui wawancara.Hasil penelitian menunjukan bahwa indikator kinerja Dinas Pendidikan Nasional Kabupaten Sumbawa telah menunjukkan kesesuaian informasi yang logis dari dokumen perencanaan hingga pelaporannya. Analisis dengan model cetak biru kinerja menunjukkan bahwa sebagian besar indikator kinerja program utama/kegiatan Dinas Pendidikan Nasional Kabupaten Sumbawa berorientasi output/aktivitas (service-delivery outcome) dan belum berorientasi hasil/manfaat yang dapat dirasakan oleh masyarakat (Community Outcome).

scholarly journals Attribution of success and failure in intercultural service encounters: the moderating role of personal cultural orientations

2016 ◽  
Vol 30 (6) ◽  
pp. 643-658 ◽  
Author(s):  
Jackie L.M. Tam ◽  
Piyush Sharma ◽  
Namwoon Kim
Keyword(s):  
Service Delivery ◽  
Critical Incident ◽  
Future Research ◽  
Service Encounters ◽  
Service Firms ◽  
Content Type ◽  
Delivery Outcome ◽  
Cultural Orientations ◽  
Moderating Role

Purpose This paper aims to examine the role that personal cultural orientations play in customer attributions in intercultural service encounters. Design/methodology/approach A conceptual model was developed depicting the relationships between service delivery outcome, personal cultural orientations and customer attributions. Data were collected from 640 Chinese and Western customers using scenario-based experiments in a restaurant context to assess the hypothesized relationships in the model. Findings The findings show that compared to service delivery success, customers tend to hold service employee and firm responsible for service delivery failure rather than themselves and cultural differences. Moreover, personal cultural orientations partially moderated the influence of the service delivery outcome on customer attributions. Research limitations/implications Future research could adopt different methodologies such as critical incident techniques and surveys to replicate the study. Practical implications Service firms are recommended to design programs to influence customer attributions such as “customer education programs” and “customer appreciation programs” to achieve high customer satisfaction. Originality/value This study examines the differences in customer attributions between successful vs unsuccessful service delivery. It also sheds light on the potential moderating role of personal cultural orientations on the relationship between service delivery outcome and customer attributions.

Designing Measures for Managing the Effectiveness for Integrated Service Delivery

2017 ◽  
pp. 116-132
Author(s):  
Virpi Sillanpää
Keyword(s):  
Service Delivery ◽  
Performance Measurement ◽  
Social Services ◽  
Success Factors ◽  
Service Integration ◽  
Lessons Learned ◽  
System Level ◽  
Performance Measurement System ◽  
Integrated Service Delivery ◽  
Integrated Service

Health and social services are increasingly produced in cooperation among several specialized organizations. This has increased the importance of service integration in the sector. While the literature acknowledges the need for performance measurement addressing outcomes and effectiveness of service integration, not enough is known about applying such measurement practices. This paper examines the design of a performance measurement system to support the effectiveness management of an integrated service delivery. The research identifies three aspects of effectiveness – community, client and network level. Empirical examination reveals that success factors for design of measures for integrated service delivery include consensus on the targets, coordination and fluent cooperation among actors in the network. The paper contributes to performance measurement literature by illustrating how the design of system level measurement is carried out in practice and analyzing the lessons learned.

Attributions of service quality: immigrant customers’ perspective

2018 ◽  
Vol 32 (5) ◽  
pp. 559-569 ◽  
Author(s):  
Christina Sichtmann ◽  
Milena Micevski
Keyword(s):  
Customer Satisfaction ◽  
Service Delivery ◽  
Social Identity Theory ◽  
Employee Performance ◽  
Content Type ◽  
Service Employee ◽  
Delivery Outcome ◽  
Turkish Immigrant ◽  
Performance Attributions ◽  
Failure Scenario

Purpose This study aims to investigate whether and how strongly cultural (mis)matches influence immigrant customers’ satisfaction, as well as if this relationship is mediated by cultural or service employee performance attributions. In addition, the authors test whether attributions differ depending on the service delivery outcome (success vs failure). Design/methodology/approach The 2 (origin of service employee: Austria or Turkey) × 2 (service delivery outcome: success or failure) scenario-based experiment includes 120 Turkish immigrant customers in Austria. Findings Contrary to previous research, the results indicate that in an immigrant customer context, cultural (mis)match does not influence customer satisfaction. The service delivery outcome is a boundary condition. With a positive service delivery outcome, immigrant customers attribute the results to the cultural background of the employee if it is the same as their own, but they attribute success to employees’ performance if they belong to the immigration destination culture. For negative service delivery outcomes, neither cultural nor performance attributions arise. Originality/value This study is the first to focus specifically on immigrant customer behavior in a high-involvement service context. The results challenge the predictions of social identity theory and the similarity-attraction paradigm and highlight that the immigrant context is unique. In this context, attributions play a key role in determining customer satisfaction.

scholarly journals Evaluating the Budget and Efficiency of the Security, Justice and Governance Cluster in Uganda: An Empirical Analysis

2015 ◽  
Vol 3 (2) ◽  
pp. 26
Author(s):  
Albert Byamugisha ◽  
Benon C. Basheka
Keyword(s):  
Service Delivery ◽  
Performance Measurement ◽  
Local Governments ◽  
Public Management ◽  
New Public Management ◽  
Role Of Government ◽  
Services Delivery ◽  
Measurement Framework ◽  
The Government ◽  
Effective Decision Making

Performance measurement has increasingly become central to the efficiency and effectiveness of any government – developed or developing. The introduction of public sector reforms, which transferred most service delivery obligations to the private sector under the New Public Management (NPM) doctrines, demanded a strong performance measurement framework. Sequel to continual government's role in public service delivery in the last decade coming under attack, a revival interest in the exact role of government in public services delivery has thus become imperative. Evaluating performance of different sectors of government is paramount and provides useful information for effective decision-making. This article presents empirical findings of the Government Half Annual Performance Report for the security, justice and governance cluster. The objective is to highlight areas where progress has been made against the set targets and actions and where delays have been occasioned within the context of Uganda. These findings however are useful in guiding different actors including Cabinet and line Ministries, Departments, Agencies and Local governments in ensuring that agreed targets are met at the end of the Financial Year.

scholarly journals A Phased Logic Model Approach to Public Involvement Performance Measurement

2020 ◽  
Author(s):  
Greg Phillip Griffin ◽  
Alexandra R. Radtke ◽  
Madison Metsker-Galarza ◽  
Gretchen Stoeltje ◽  
Tina Geiselbrecht ◽  
...  
Keyword(s):  
Performance Measurement ◽  
Public Participation ◽  
Case Studies ◽  
Performance Measures ◽  
Transportation Planning ◽  
Public Involvement ◽  
The United States ◽  
Logic Model ◽  
Project Development ◽  
Model Approach

Performance measurement is a key method for evaluating and improving services in transportation, yet few agencies have systematically evaluated public participation in transportation planning. Review of previous studies reveals that measures of effectiveness and techniques for evaluation vary widely, and often provide cursory reporting of the immediate outputs of involvement efforts, rather than system outcomes related to public participation. Interviews and government documents from three detailed cases in the United States transportation planning suggest that complexity, perceived subjectivity and an extended period of project development creates challenges for performance measurement of public participation. To demonstrate use of the logic model approach for evaluation of public participation, the research team performed three case studies that separate broad phases of projects into context, implementation, and results. This phased approach supports the identification of performance measures that may address immediate outputs of a public participation processes, in addition to intermediate and later outcomes related to public participation. Results from the multiple case studies suggest that performance measures are more likely to be sustained and impactful when devised for simplicity, supported by an agency champion, and resources are in place for institutionalization of the process as part of agency operations. The logic model approach clarifies that performance targets should be tailored by an organization to address a particular phase of the project development process.

scholarly journals Diabetes care in an acute psychiatric inpatient setting: a logic model for service delivery

BJPsych Open ◽  
2021 ◽  
Vol 7 (S1) ◽  
pp. S322-S322
Author(s):  
Zoe Goff ◽  
Allan House ◽  
Elspeth Guthrie ◽  
Hannah Weston ◽  
Laura Mansbridge
Keyword(s):  
Service Delivery ◽  
Diabetes Care ◽  
Diabetes Management ◽  
Psychiatric Inpatient ◽  
Logic Model ◽  
Effective Intervention ◽  
Inpatient Setting ◽  
Psychiatric Inpatient Unit ◽  
It Support ◽  
Regular Training

AimsTo develop a logic model that illustrates the steps needed to develop an effective intervention for diabetes management in a psychiatric inpatient setting, as the point of admission to a psychiatric inpatient unit may present as an opportune time for improving diabetes care.MethodWe undertook (i) a survey of diabetes care among inpatients in a Mental Health Trust in England, comparing care to the National Health Service (NHS) Core National Diabetes Standards (ii) interviews with key clinical staff to understand challenges in delivering good diabetes care (iii) a review of current UK guidance on standards for diabetes care. On the basis of the findings we developed an initial logic model for service delivery.ResultAmong 163 inpatients reviewed, 44 (27%) had a diagnosis of diabetes, and only 3 (7%) had all three National Institute for Health and Care Excellence (NICE) treatment targets within range. Staff identified needs for regular training, better understanding of roles in shared care, and good quality IT support. We developed a logic model that illustrates the steps needed to develop an effective intervention for diabetes management in a psychiatric inpatient setting.ConclusionAdmission to a psychiatric inpatient setting provides an opportunity in which diabetes care may be optimised. The quality and understanding of diabetes care will need to be enhanced if this opportunity is to be exploited.

scholarly journals Deliverology in Community Economic Development: Enhancing Results Frameworks and Performance Measurement

2019 ◽  
Vol 18 ◽  
pp. 1
Author(s):  
Trevin S. Stratton
Keyword(s):  
Economic Development ◽  
Service Delivery ◽  
Performance Measurement ◽  
Performance Metrics ◽  
Community Economic Development ◽  
Delivery Model ◽  
Measurement Framework ◽  
And Performance ◽  
Traditional Approaches ◽  
Development Service

<p> </p><p><span> </span>This paper will assess the viability of implementing an alternative delivery model and performance measurement framework – commonly known as ‘deliverology’ – at the level of community economic development. First, a review of relevant literature on traditional economic development delivery models and performance metrics is conducted to determine strengths and weaknesses. Next, a deliverology approach is defined and analyzed to determine whether such a model can address the weaknesses of more traditional approaches. The results indicate that a deliverology approach has many potential advantages for economic development service delivery and addresses many of the weaknesses of current models and frameworks. Since deliverology remains rather new compared to more traditional approaches, further research in terms of a case study in a large urban municipality is recommended as a way to test the applicability of deliverology to community economic development. </p><p><strong>Keywords: </strong>deliverology, performance measurement, results and delivery framework, community economic development, service delivery model</p>

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