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As the service sectors play an increasingly important role in all economies worldwide, service executives and professionals are well advised to recognize two main pathways to achieving sustainable success in services. The first path requires enhancing the strategic differentiation and operational excellence of their service enterprises; the second requires that these executives and their employees develop the knowledge and skills needed to achieve such success. Specifically, this book discusses actionable methodologies needed to generate creative ideas, including deciding on which ones to pursue; on how to justify projects financially; on how to manage the development projects for innovative services; and on how to reach out to customers and offer them superior service support.
Achieving Excellence in Fundraising is the go-to reference for fundraising principles, concepts, and techniques. With comprehensive guidance toward the fundraising role, this book reflects the latest advances in fundraising knowledge. Coverage includes evolving technologies, the importance of high net worth donors, global fundraising perspectives, results analysis and performance evaluation, accountability, and credentialing, with contributions from noted experts in the field. You'll gain essential insight into the practice of fundraising and the fundraising cycle, reinforced by ancillary discussion questions, case studies, and additional readings. With contributions from members of The Fund Raising School and the faculty of Indiana University's Lilly Family School of Philanthropy, this new edition includes detailed guidance on nonprofit accounting practices as defined by the Financial Accounting Standards Board and the American Institute of Certified Public Accountants, rounding out the complete, thorough coverage of the fundraising profession. Designed to provide both theory and practical knowledge, this book is an all-in-one resource for anyone who performs fundraising duties. Understand donor dynamics and craft an institutional development plan Explore essential marketing and solicitation techniques Learn effective volunteer recruitment, retention, and management strategies Fundraising merges a variety of fields including psychology, business management, accounting, and marketing, making it a unique role that requires a uniquely well rounded yet focused skillset. Amidst economic uncertainty and a widening wealth gap the world over, it's more important than ever for fundraisers to have a firm grasp on the tools at their disposal. Achieving Excellence in Fundraising is the ultimate guide to succeeding in this critical role.
Whether striving to protect citizens from financial risks, climate change, inadequate health care, or the uncertainties of the emerging “sharing” economy, regulators must routinely make difficult judgment calls in an effort to meet the conflicting demands that society places on them. Operating within a political climate of competing demands, regulators need a lodestar to help them define and evaluate success. Achieving Regulatory Excellence provides that direction by offering new insights from law, public administration, political science, sociology, and policy sciences on what regulators need to do to improve their performance. Achieving Regulatory Excellence offers guidance from leading international experts about how regulators can set appropriate priorities and make sound, evidence-based decisions through processes that are transparent and participatory. With increasing demands for smarter but leaner government, the need for sound regulatory capacity—for regulatory excellence—has never been stronger.
Designed to serve as a basic text for an introductory course in Public Administration, this innovative work provides students with an understanding of the basic management functions that are covered in all standard textbooks with two important differences. First, it is written to address the needs of both the experienced practitioner and the entry-level public servant. Case examples bridge the content-rich environment of practitioners with the basic principles of public administration sought by pre-service students. Second, the discussion of basic management practices is grounded in the political and ethical tensions inherent in the American constitutional form of governance. This reflects the authors' belief that public administration operates as an integral part of the country's political traditions, and thereby helps define the political culture. The book provides a framework for understanding American political traditions and how they inform public administration as a political practice. Key Changes in the Second Edition include: A new introductory chapter that explains what the authors mean by a constitutional approach and why that is important. An expanded discussion of the role of civil society in promoting the common good. A new section in chapter 5 on New Public Governance. Updated exhibits that incorporate up-to-date census data and revenue figures (chapter 10). A new section in chapter 14 that recognises the importance of maintaining accountability in contract and networked systems of governance. Significantly rewritten chapters to add emphasis on the relevance of the chapter material to nonprofit organisations. A significantly revised bibliography which incorporates new bodies of research that have appeared since the first edition.
This book provides public admninistration instructors with a holistic South African perspective presented by means of a systems approach, the addressing of current and future distinctive issues and challenges and the presentation of specific remedies, the application of proven private sector principles to the public sector and the use of case studies to place theoretical knowledge within a practical frame of reference.
Information about customer service hits and misses is now more accessible to healthcare consumers. Outstanding healthcare organizations set the bar at a high level for both clinical and service excellence. Customers who are armed with information and aware of their options are choosing providers they believe are ready, willing, and able to provide the superior experience they expect. This book offers a blueprint for successfully competing in today's competitive healthcare marketplace. It presents the theories, methods, and techniques behind delivering an excellent healthcare experience through strategy, staffing, and systems. Each chapter explores a service principle and provides numerous real-world examples and current research findings. Among the many topics discussed are creating a patient-centered environment; building a culture in which customers are treated like guests; training, motivating, and empowering staff; measuring service quality; managing service waits; and recovering from a service failure. This second edition has been completely updated. Concepts have been expanded to include information on: Significance of aligning strategy, staffing, and systems Evidence-based service management and design principles Customer relationship management Internet-based opportunities for various purposes, including communication, information, marketing, recruitment, feedback, and training Retail clinics, concierge medicine, telemedicine, and other new customer-driven innovations Instructor Resources: Discussion questions and case studies with talking points. To see a sample, click the link in the right-hand navigation bar.
This volume includes perspectives on public service selected from six decades of major public administration journals. Recurring themes include: motivations to enter the public service, positive and negative images of public servants and of government, conflicts between loyalty to the organization and loyalty to the public, morale, burnout, and turnover. The volume also includes cross-national analyses of the public service in other systems, proposals for rethinking public service systems, and questions as to the future of the public service. It recaptures a long, continuing debate as to the health of the public service, and in so doing suggests agendas for university research and administrative action.
In Every Country Today, We Confront A Host Of Stubborn Problems: Violent Crime, Drug Abuse, Budgetary Constraints, Crumbling Roads, Traffic Congestion, Pollution. Every Community Is Facing Serious Problems. The Problems Differ From Place To Place. But, The Most Serious Problem Of All, However Is Different, It Is The Inadequacy Of The Institutional Mechanisms We Rely On For Making Public Decisions. Government, Our Biggest Institutional Mechanism, Has Failed To Generate Effective Public Responses To The Problems Troubling Us.Anyone Who Tries To Re-Think Government Is Embarking On A Truly Daunting Process, Because Government Is Such A Complex, Multi-Faceted Institution With So Many Relationships And Responsibilities; From Defense To Commerce, Civic Order And Public Health, To Name Just A Few. As Citizens, We All Know That Our Worst Nightmare About Relationship With Government Is To Be Lost In A Bureaucratic Maze; Shuffled From Place To Place, Waiting Hours In Long Queues, Unable To Find Or Learn Anything. Books Have Been Written And Movies Made About These Nightmares.How Do We Solve These Problems? It Is Not Easy. Without Studying Success, It Is Hard To Devise Real Solutions. For Years, The Government Has Studied Failure, And For Years, Failure Has Endured. So The Approach Has To Be Different. We Have To Look For Success. We Have To Search Organizations That Produce Results, Satisfy Customers, And Increased Productivity. We Have To Study The Organizations That Constantly Learn, Innovate And Improve. It Is Not Difficult To Find Effective, Entrepreneurial Public Organizations. The Book Is Full Of Examples Of Such Organizations.In Last Decades Several Governments Have Been Reinventing Themselves, From Australia To Great Britain, Singapore To Sweden, The Netherlands To New Zealand. Everywhere The Need Of Information Age Societies Are Colliding With The Limits Of Industrial Era Government. Britain Has Called It New Public Management Usa Has Named It Reinvention Initiative. Whatever Be The Name, The Movement To Reinvent Government Is Driven By Absolute Necessity. Governments, All Over The World, Have Reached The Same Conclusion: Government Is Broken, And It Is Time To Fix It. The Time Has Come To Set The House In Order. The Administrative Management Of The Government Needs Overhauling.The Book Is About Studying Success In This Reinvention Movement And Exploring Common Characteristics Of Success. This Book Lays Out The Strategies That Have Proven The Most Effective And Describes How The World S Most Successful Re-Inventors Have Used Them.Our Governments Are In Trouble. They Have Lost Their Sense Of Mission; They Have Lost Their Ethic Of Public Service; And, Most Importantly, They Have Lost The Faith Of The People. We Can No Larger Afford To Pay More For And Get Less From Our Government. The Answer For Every Problem Cannot Always Be Another Program Or More Money. It Is Time To Radically Change The Way The Government Operates To Shift From Top-Down Bureaucracy To Entrepreneurial Government That Empowers Citizens And Communities To Change Our Country From The Bottom Up. The Vision The Book Seeks Is That Of A Government That Works For People, Cleared Of Useless Bureaucracy And Waste And Freed From Red Tape And Senseless Rules.