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Organizational Assessment and Improvement in the Public Sector

ISBN-10: 1420084208
ISBN-13: 9781420084207
Edition: 2009
List price: $74.95 Buy it from $68.49
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Description: In order to implement an integrated cycle of assessment, planning, and improvement, government agencies need a framework for organizational assessment that speaks to their unique needs. This book provides those who manage or work in government with  More...

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Book details

List price: $74.95
Copyright year: 2009
Publisher: Routledge
Publication date: 10/13/2009
Binding: Hardcover
Pages: 248
Size: 6.50" wide x 9.25" long x 0.75" tall
Weight: 1.100
Language: English

In order to implement an integrated cycle of assessment, planning, and improvement, government agencies need a framework for organizational assessment that speaks to their unique needs. This book provides those who manage or work in government with both an understanding of and a methodology for assessment. The book introduces the assessment concept and its significance in public organizations. It then focuses on procedures and demonstrates how communication that results from an assessment process can create a widely accepted case for change. The text presents a model grounded in the Malcolm Baldrige National Quality criteria but adapted for the language and culture of government organizations.

Prologue
Foreword
Acknowledgments
About the Author
Organizational Assessment and the Public Sector
The Demand for Effectiveness and Efficiency
Organizational Assessment
What Is Organizational Assessment?
Assessment and Organizational Development
How Does Assessment Work?
Understanding the Current State of the Organization
Information Collection and Exchange
Visioning and Gap Analysis
Improvement Planning and Prioritization
Outcomes and Feedback
Challenges in Public Sector Assessment and Improvement
Dealing with Public Perceptions of Bureaucracy
Understanding the Complex Nature of Government Service
Lack of Control over the Inputs
Balancing Competing Perspectives
Consequences for Poor Performance
A Culture of Risk Aversion
The Public Nature of Work, Successes, and Failures
Reconciling the Priorities of Elected Officials and Career Staff
Opportunities in Public Sector Assessment
Focusing Attention on the Organization, Not the Discipline
Creating a Basis for Improvement
Providing Ways to Measure Success: Defining Success Factors and Measuring Results
Creating Awareness about Effective Practices in Other Sectors
The Role of Constituents and Beneficiaries in the Assessment Process
Summary
Notes
Assessment as a Communication Process
Communication Processes in Self-Assessment
Creation of a Common Language
Providing a Common Language to Talk about the Organization
The Vocabulary of Assessment and Continuous Improvement
Information Collection and Exchange
The Importance of People in the Information Collection Process
Negotiation and Consensus-Building
Communicating Assessment Outcomes
Communication as a Subject of Assessment
Summary
Notes
Applying Assessment Practices in the Public Sector
Current State of Assessment in Government and How It Has Developed over Time
Internal and External Audit Functions
Performance Measurement
The Government Performance and Results Act
Performance Assessment Rating Tool
Balanced Scorecard
Structured Self-Assessment Models
Baldrige National Quality Award and Criteria for Performance Excellence
Adapting the Baldrige Award Program
Baldrige-Based State Award Programs
Baldrige-Based Federal Award Programs
The President's Quality Award
Adapting Existing Assessment Processes for the Public Sector Assessment
Customers and Constituents: A Lesson in Semantics
Examining Results and Outcomes
State Quality Awards
Summary
Notes
The Public Sector Assessment and Improvement Model
Structure
Organizational Profile
Organizational Purpose
Structure
Demographics
The Human Factor Group: Interpersonal and Communication Competence
Leadership
Leadership Elements
Leadership Structure and Practices
Ethical Leadership
Constituents
Constituent Elements
Identifying Constituents
Assessing Constituent Needs, Expectations, and Satisfaction
Building Constituent Relationships
Workforce
Workforce Focus Elements
Workforce Planning
Performance Assessment and Recognition
Learning and Professional Development
Workplace Climate
The Operational Factors: Enabling the Work of the Organization
Strategic Planning
Strategic Planning Elements
Strategic Plan Development
Implementing the Strategic Plan
Measurement and Analysis
Dashboards
Measurement and Analysis Elements
Information
Performance Measurement
Benchmarking
Programs and Processes
Programs and Processes
Core Programs, Services, and Processes
Administrative Support Processes
Results
Results
Performance Measures and Results
Assessment: Applying the Information Learned
Stage 1
Stage 2
Stage 3
Stage 4
Notes
Implementing a Self-Assessment Program
Step 1: Preparing for an Assessment
Determining Readiness for Assessment
Leadership Support
Workforce Climate
Timing and Agency Priorities
Planning the Implementation
Identify the Scope of the Assessment
Select a Model
Choosing an Implementation Method
Balancing the Available Time Frame with the Available Resources
Comparison of Methods
Decide Whether and How to Use Facilitators
Identify and Train the Participants
Communicate the Plans for the Assessment
Keys to Success
Get People to Believe in the Concept and Process, Not the Label or Name
Create Realistic Expectations
Find a Champion
Pay Attention to Participant Demographics
Use This as an Opportunity for Political and Career Staff to Learn from Each Other
Conducting the Assessment Process
Compiling an Organizational Profile
Structure
Staffing
Select Appropriate Benchmarking Partners
Communicate Progress
Keys to Success
Capture Organizational Stories
Create an Environment Where There Is a Willingness to Challenge Information
Do Not Lose Sight of the Positive
Use Participants as Ambassadors for What You Are Doing
Following Through on Outcomes
Identify Steps for Further Action
Follow-Up Interviews
Plan to Repeat the Process
Keys to Success
Make Use of Process Experts
Share and Educate
Summary
Notes
Assessment, Improvement, and the Process of Organizational Change
Change Efforts in the Public Sector
Identifying Barriers to Change
Individual Resistance to Change
Seeing Agencies as Systems
External Drivers of Change in Government
Change in Administration
New Mandates
External or Constituent Advocacy
Crises and Emergencies
The Process of Organizational Change
Understanding the Scope of Change
Organizational Learning and Personal Learning: Creating an Internal Case for Change
The Role of Organizational and Personal Learning in Communicating the Need for Change
Creating an External Case for Change: Constituent Involvement
Using Assessment Outcomes to Implement Improvement
Summary
Notes
Case Studies and Best Practices in Assessing Public Sector Organizations
Case Studies
Federal Government: U.S. Army Armament Research, Development and Engineering Center
State Government: The New Jersey Department of Environmental Protection
Challenges Faced
Lessons Learned
Local Government: Coral Springs, Florida 2007 Baldrige National Quality Award (nonprofit category)
Challenges
Lessons Learned
Summary
Notes
The Future of Assessment
The Need to Identify and Disseminate Best Practices in Government Assessment
The Need for Continued Adaptation of Assessment Models
Identifying Tools That Facilitate Assessment Processes
Finding New Ways to Encourage Governments to Participate and to Engage Their Staff
Increased Recognition of the Role of Constituents in Assessment
Linking Assessment Processes to Strategic Planning and Budgeting
Finding Ways to Sustain a Culture of Assessment That Do Not Rely on a Single Champion
Conclusion
The Public Sector Assessment and Improvement Model
Organizational Profile
Organizational Purpose
Structure
Demographics
Human Factors
Leadership
Leadership Structure and Practices
Ethical Leadership
Constituents
Identifying Constituents
Assessing Constituent Needs, Expectations, and Satisfaction
Building Constituent Relationships
Workforce Focus
Workforce Planning
Performance Assessment and Recognition
Learning and Professional Development
Workplace Climate
Operational Factors
Strategic Planning
Strategic Plan Development
Implementing the Strategic Plan
Measurement and Analysis
Information
Performance Measurement
Benchmarking
Programs and Processes
Core Programs, Services, and Processes
Administrative Support Processes
Results
Performance Measures and Results
The Public Sector Assessment and Improvement Model-Short Form
Human Factors
Leadership
Constituents
Workforce
Strategic Planning
Measurement and Analysis
Programs and Processes
Outcomes
Exercises
Organizational Assessment and the Public Sector
Assessment as a Communication Process
Applying Assessment Practices in the Public Sector
The Public Sector Assessment and Improvement Model
Implementing a Self-Assessment Program
Assessment, Improvement, and the Process of Organizational Change
Case Studies and Best Practices
Tools for Organizational Change Efforts
Assessing Organizational Identity
Glossary
Assessment Resources: Websites
Bibliography
Interviews
Email Correspondence
Webcasr
Index

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