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End of semester exam review sheet 1 Public Performance a Total Quality Management a Assumptions i Customer focus the ultimate judge of quality ii Continuous improvement enhanced value to customer through new and improved products and service reduced errors defects and waste improved responsiveness and cycle time performance improved productivity and effectiveness in the use of all resources iii Top management commitment and leadership requires a long term commitment from upper management iv Empowerment and teamwork empowerment involves a leadership approach whereby decision making authority is given to lower level employees horizontal teamwork enables different functional groups within an organization to deal with external demands inter organizational teamwork includes establishing work teams of suppliers customers and other external groups b Functions c Definition an enterprise lifestyle that emphasizes customer satisfaction excellent service and rapid adjustment to address ever changing customer needs Levels of team work vertical horizontal and inter organizational b Customer service orientation c d Responsiveness a Barriers i Interest group politics and captive bureaucracy adhere to politics and don t use feedback from citizens ii Expertise and information distortion incorrect reproduction of objectively correct information from either conscious or deliberate alteration or unconscious manipulation iii Specialized structure and parochialism a major problem in an effective organization is to specialize and subdivide activities in such a manner that the psychological forces of identification will contribute to rather than hinder correct decision making iv Attribution error and management failure people blame themselves rather than the management system v Organizational entrapment and trained incapacity the tendency to persist in a failing course of action in order to justify the allocation of prior resources to that course of action b Value brings government closer to its people c Definition the extent to which an organization promotes correspondence between the decisions of bureaucrats and the preferences of the community or the officeholders who are authorized to speak for the public e Performance Improvement Indicators a Input reflects the quantity of resources appropriated to a government organization service or program i e department s budget b Output workload indicators they reflect the amount of work done or the number of services provided by a government program i e miles of roads cleaned c Outcome these indicators capture the results of the services provided i e percentage of clean streets d Efficiency these examine the extent to which a public organization or program is performing in relation to service delivery costs i e dollars spent for one mile of snow removal i Define and be able to use all of the above in some kind of example f Performance Measurement a Including purposes beyond measurement i Control maintain management control ii Budget performance based budgeting links performance measures with how much money a public agency receives iii Motivate set performance goals to work toward iv Promote convey accomplishments v Celebrate celebrate organizational accomplishments with their staff vi Learn and improve make appropriate changes to improve an organization b How to design a performance measurement system i Identify a program to measure ii Designing a purpose statement iii Classifying program inputs outputs outcomes and efficiency indicators iv Setting performance targets v Monitoring performance vi Reporting performance results vii Concluding with analysis and action c Citizen driven Management and performance measurement based on the information collected public managers identify weak areas within an organization and make corrective changes Including citizens in performance measurement process can potentially reduce participatory lethargy skepticism toward government and the rift between the citizenry and public decision makers d Balanced scorecard adopted in the private sector first it allowed for significant improvements in organizational performance It offers a balanced methodology for assessing the effectiveness with which the organization fulfills its vision and strategy It aligns performance in 4 categories financial management customer focus internal business processes and learning and growth e Bureau pathology public organizations are facing increasing pressures to perform at a high level but several sources of tension may undermine efforts to improve performance Privatization refers to the complete transfer of a government function to the private sector f g Contracting private organization works on behalf of the government and they still have some measure of control over the private organization a Define is the use of social science research methods in an effort to determine whether 2 Program Evaluation a public program is worthwhile b Collect data i Types surveys in depth interviews focus groups field observations experimentation and existing data 1 Surveys advantages inexpensive easy to administer anonymous easy to process reduced time pressure disadvantage impersonal and structured over interpretation time consuming low response rates distortion c Conducting evaluations i Role of the stakeholder 1 2 3 4 5 policy makers elected officials who determine whether a program is created program sponsors responsible for a program s funding evaluation sponsors initiates and or authorizes the evaluation program manager and practitioners responsible for directing or supervising some aspect of the program s day to day operations while practitioners implement policies and administer a program s services program targets the direct recipients of a program s services 1 Needs determine if and to what extent a social condition or problem 2 Theory conceptual design of a program 3 Process centers on the extent to which a program s services are reaching its targets Impact identify measurable outcomes 4 5 Efficiency whether the money and resources put toward a program are ii Evaluation types exists 3 Public Budgeting well spent a Budgeting Process Each February the president presents the U S Congress with a budget request which details the amount of money needed by the cabinet level agencies for the upcoming fiscal year The following information is provided how much money the president is requesting for the various federal agencies how much money in taxes the federal


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FSU PAD 3003 - Total Quality Management

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