Chris Wilson, David Hagarty and Julie Gauthier
Annual reports and operational data are key performance indicators for any business. However, performance measurement is critical in today’s real property domain and should become…
Abstract
Annual reports and operational data are key performance indicators for any business. However, performance measurement is critical in today’s real property domain and should become part of strategic planning and management processes for an organisation to be truly successful. In this paper the authors examine a number of case studies for the application of the Balanced Scorecard framework in establishing a balanced distribution of measures across four perspectives: financial; customer; internal business processes; and learning and growth. This balanced measurement of government organisations can help satisfy customers and shareholders ‐ in the public sector, often one and the same.
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We start with a story about an extension worker with the Ministry of Agriculture (MOA). Although this story is fictitious it is based on real life experience. The story sets the…
Abstract
We start with a story about an extension worker with the Ministry of Agriculture (MOA). Although this story is fictitious it is based on real life experience. The story sets the stage for a discussion of a Short Course in Extension that was developed for the MOA by the University of Ghana Agricultural Extension Department. Now we would like you to meet Kofi.
Manuel F. Suárez‐Barraza and Juan Ramis‐Pujol
Over the last decade, some Mexican public organisations have begun to enter into a dynamic in which issues such as service quality, ongoing improvement, and internal and external…
Abstract
Purpose
Over the last decade, some Mexican public organisations have begun to enter into a dynamic in which issues such as service quality, ongoing improvement, and internal and external customer orientation are becoming essential to their day‐to‐day management. The purpose of this paper is to present a successful example of how Lean‐Kaizen is implemented in the human resource service process of a Mexican public service organisation.
Design/methodology/approach
The research method adopted is the case study. Research is carried out in a Mexican public service organisation, and adopts a retrospective focus. Four methods are used to gather data: direct observation; participative observation; documentary analysis; and semi‐structured interviews.
Findings
The Lean‐Kaizen approach helps this public service organisation to improve cycle times in the human resource selection and hiring process. Various enablers and inhibitors are also identified during implementation.
Research limitations/implications
Research is based on a single case study. However, rather than seeking empirical generalisation, it tries to examine how the Lean‐Kaizen approach can be successfully implemented in a service process.
Practical implications
The research is effectively a guide for practitioners (public managers) wishing to apply or already applying Lean‐Kaizen in their service processes.
Originality/value
A review of academic and practitioner literature on the subject indicated that implementation of the Lean‐Kaizen approach has hardly begun to be explored. It is also significant that in Mexico and Latin America, examples of the transfer and implementation of this kind of approach are practically non‐existent in academic literature on the subject.