Browsing Faculty of Business and Management by Subjects
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A qualitative investigation into practitioner perspectives of the role of customers within the design and delivery of local government contact centre servicesLocal authorities have experienced significant cuts in income whilst grappling with increased demand, an aging population and welfare reform. This pressing imperative has driven local authorities to challenge their sense of self and in doing so consider the participative role that customers can and do play. This study sought to examine practitioner perspectives of customers, their role, impact and constraining and enabling factors within the design and delivery of local government contact centre services. There is limited empirical research on practitioner perspectives of the role of customers within a local government environment. There are multiple terms used to describe the concept of customer but an absence of established approaches to examine the role that customers play within socially constructed phenomenon within local government demonstrating a gap in current academic thought. Whilst the rationale for involving customers in local governance is debated, the application of theory in to practice is limited thereby further constraining the opportunity for local authorities to leverage potential benefits afforded through participative approaches to the design and delivery of contact centre services. An interpretivist stance was adopted with qualitative techniques employed within the research. Using a priori codes developed through the review of extant literature, thematic analysis of forty-four customer service strategies spanning single tier, upper tier and metropolitan local authorities was undertaken. Themes were further developed through analysis of transcripts from seventeen semistructured interviews with managers responsible for the design and delivery of local government contact centre services. This research highlighted the differing and often contradictory practitioner perceptions of the concept of customer and the role that customers play in the design and delivery of local government services. Whilst organisations espoused a desire to progress participative principles due to the potential benefits afforded through such approaches, the extent to which these were operationalised by practitioners was limited and this coupled with a perceived sense of passivity on the part of customers resulted in little or no positive impact on current service performance. As extant literature and research is limited on the role of customers within local government, this study expands current academic thought providing particular insight on the practitioner perspective. The research findings provide a robust foundation on which theorists and practitioners in particular can formulate participative strategies and associated policies thereby providing meaningful opportunities for customers to co-design and co-deliver local government services and through which potential benefits, financial and non-financial, can be realised.
Category management and strategic sourcing processes in local government: A phenomenographic investigation of the lived experiences of procurement managersIncreasingly tight financial constraints have meant category management (CM) and strategic sourcing (SS) processes have been adopted and integrated into the public sectors including English local government authorities (LGAs). The extant literature, however, argues that empirical research in these areas are underdeveloped especially in relation to competency and competencies. Therefore, this study aims to qualitatively investigate the different experiences of procurement managers in LGAs in England in terms of competency for accomplishing effective job performance through the use of CM and SS processes. The research methodology adopted is phenomenography, and data were collected through semi-structured interviews from a purposive sample of ten procurement managers. The data were analyzed following phenomenographic principles to identify the referential and structural aspects of experience. Ultimately, three main conceptions of competency for accomplishing effective job performance through the use of CM and SS processes are identified: Stakeholder Management; SocioTechnical Knowledge; and Achievement Orientation. This study not only expands the research context of phenomenography, but also contributes to the understanding of procurement managers’ conceptions of competency for accomplishing effective job performance through the use of CM and SS processes. The implications for procurement professionals are discussed.
Executive coaching: A case study in local governmentThe purpose of this Summary of Portfolio is to set the thesis within a context of the work previously assessed within the Doctorate in Business Administration (DBA) programme. It therefore reflects on the learning achieved and summarises key findings of the pre-thesis work, Personal and Professional Review: Action Learning; and Business Research Methods, while recognising the personal and professional journey undertaken and reflecting how I reached the starting point of the thesis component of the programme. For many years, I considered that the opportunity to undertake doctoral study would be pinnacle of my academic achievement. I wanted to have the opportunity to make a fresh and meaningful contribution to practice-based knowledge of the Human Resource Profession. The pre-thesis programme commenced with Personal and Professional Review module, that enabled me to review my previous Human Resources career, and my development and learning over this period. This reflection allowed me to gain a deep insight into my own actions and preferences that had guided and supported my career choices. I was able to engage in deep reflection on achievements in the light of the enhanced personal self-knowledge and review my whole career progression and achievements and plan for the future. An element of this reflection triggered a major development in my career and at the mid-point of the DBA programme I decided to leave my role as a Director in a large local authority. Human Resources and Organisational Development was a career I had followed for over twenty-five years when I decided to start the next stage of my career as an independent Executive Coach and Organisational Development Consultant. The development of individuals and organisations had been an area of professional interest for a considerable time and in 2007 I qualified as an Executive Coach through Leeds University. As a senior practitioner, my first-hand experience in Executive Coaching, together with an interest in how individuals use coaching had led to the desire to research the use of Executive Coaching in Local Government. Through the Business Research Methods module I was able to formulate a detailed proposal for my thesis. In the module I re-engaged with both qualitative and quantitative research methods and further increased my knowledge in this area with the acquisition of advanced research skills that provided a sound base for the commencement of my major research project. During the journey I have had the opportunity to use my capabilities as an independent, self-reliant and self-motivated learner, together with incorporating my existing learning achievements, qualifications and experience into academic credits towards a DBA. The programme has allowed me to develop real expertise in areas of interest to me, and my profession. On reflection, it has allowed me to fulfil my desire to prove that I could operate as proficiently in an academic environment as I do as a practitioner. I now feel that I have addressed, what I felt was an in-balance. Before this journey, I considered my practitioner ability was far greater than my academic ability. Through doctoral study, I have addressed this, and recognise my achievement of gaining extensive academic knowledge, understanding and academic skills, and feel I can hold my own in an academic setting. I have also been able to gain an overview of theory and conceptual frameworks that further strengthen my approach to teaching and learning. The research into new areas and developing wider knowledge has resulted in a new Executive Coaching model that will now be shared through academic forums and professional networks to the advancement of my own professional practice and for the benefit of the wider profession.
Measurement of customer satisfaction and performance measurement within a local government frameworkThe aim of the paper is to establish a performance measurement framework for addressing and improving customer satisfaction levels within a public sector service. The paper describes the methods utilised in order to achieve these objectives by reviewing relevant literature associated with organisational performance and customer satisfaction. This informs and provide the framework for the research. A useful framework model was produced that facilitates the application of customer satisfaction measurement and enables performance in this respect to be monitored.