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    SubjectsLiverpool City Council (8)change management (4)international students (4)local government (4)performance management (4)public sector (4)higher education (3)job satisfaction (3)marketing (3)marketing strategies (3)View MoreAuthorsAdelekan, Temitope A. (1)Adeniyi, Esther (1)Ainsworth, Deborah (1)Anstee, Ian (1)Artell, Victoria J. (1)Aspinall, Dyane (1)Bailey, Nicholas (1)Barbon, Ana J. D. (1)Barham, Tom (1)Barker, Christine (1)View MoreTypes
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    If a service quality measurement questionnaire is applied across the key stages of the customer relationship lifecycle, would the results provide an insight into current deficiencies with existing service quality measurement tools?

    University of Chester, 2012-11
    Over the last three decades, researchers have been attempting to understand the dimensions associated with Service Quality and Customer Satisfaction. A conclusion is being drawn that improved Service Quality leads to greater customer retention and market share, therefore there are rich rewards for any service company that can adopt a strategic Customer Service philosophy in a cost effective manner. Many constructs have been developed in an attempt to derive a measure of Customer Satisfaction, but none to date have demonstrated a universal approach capable of coping with the nuances of all service typologies. As the goal of improved Customer Satisfaction is to increase customer engagements and therefore profit for the adopting company, this dissertation deploys a Service Quality Measurement instrument across the stages of the Customer Relationship Lifecycle. There are few academic examples of research instruments being deployed in this manner however; many of the existing constructs contain elements of this conceptual model. The research evaluates whether the stages of the Customer Relationship Lifecycle should be the starting point for service providers to build their own Service Quality customer surveys. It examines whether this process is an appropriate construct for service providers to evaluate how to capture customers, and then build the relationship through to successful and hopefully repeat transactions. The researcher goes on to examine the data captured to establish whether there are issues associated with the profile of the customer which would influence the results of a Customer Satisfaction Survey and consequently provide insight as to potential reasons why existing Service Quality questionnaire constructs produce inconsistencies. Finally, consideration is given to development of this conceptual model and its potential for understanding how Service Quality is influenced by different Service Typologies.
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    The impact of stakeholder voice upon the formulation of strategy within a small local authority

    Charlson, Paul (University of Chester, 2008-06)
    This research presents the results of a study undertaken within a small local authority. It examines the relevance of both stakeholder theory and contemporary strategic thinking to determine whether stakeholder voice has an impact upon the formulation of strategy within the context of the local authority examined. The role of the stakeholder is argued as being fundamental in the development of effective strategy, and therefore "logical incrementalism" is challenged in favour of the need for strategic forward planning to formalise the involvement of stakeholders. However, whilst this research indicates a development toward a planned approach to strategy, this can be constrained by other factors that divert managers away from strategic issues, including a flat management structure, strategically indifferent political support and limited time and resources. Moreover, the multiplicity [in both number and influence] of the stakeholders to the local authority supports the situational and subjective nature of the stakeholder concept, which can lead to both positive and negative stakeholder influences. Accordingly, it is argued that stakeholder voice is ultimately related to an individual stakeholder's ability to sanction, support and/or exert power over the local authority. A model of stakeholder power has been developed, which postulates that such power is derived from the impact of legislation upon the stakeholder relationship in combination with the stakeholder's ability to control resources as well the stakeholder's impact upon the reputation of the local authority. The ability to comprehend the complexity and nuances of the stakeholder concept is therefore of paramount importance, however it was observed that managers do not fully understand the purpose and definition of strategy and therefore do not fully comprehend the stakeholder concept and its relationship to strategy. Therefore a significant need for training was identified with regard to both stakeholder involvement and strategy formulation. The research concludes that stakeholder voice does affect strategy formulation, but this relationship can be very situational, resulting in positive and negative connotations about the involvement of stakeholders to the various strategic processes of the local authority examined.
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    Performance management: Assessing the gap between theory and practice in an SME

    Gresty, Dominique (University of Chester, 2010-06)
    This study seeks to assess issues which may prevent performance management theory being applied effectively in practice. In particular it is interested in performance management in an SME. A single case study was used to test the author’s theoretical propositions and assess them against previous academic research. Findings were validated through a multi-method approach. Many issues found in prior performance management research were present in the study organisation, with behavioural factors, management capabilities and past experience of performance management as potential barriers to a successful PMS. Although this research is based on a single case study and therefore not generalisable, it can be concluded that for a performance management system to be effective companies must be clear about their goals, develop a coherent PM strategy and show commitment at each stage of the process. This study was based on a privately-owned micro-organisation in the service sector and adds to previous research conducted into performance management issues in SMEs.
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    Examining the current marketing practices of a not for profit community music organisation, what is the effectiveness of those practices to stakeholders?

    Anstee, Ian (University of Chester, 2013-06)
    This dissertation provides an insight into marketing in the not for profit sector and in particular within the community music industry. The examination of the current marketing practices as alluded to in the title “examining the current marketing practices of a not for profit community music organisation” provides a perfect opportunity to outline the contemporary marketing models and how these are applied to the sector. The research begins with a brief outline of the history of marketing in the not for profit sector. This sets the scene for further study of the not for profit music sector. The dissertation provides research of an existing company and how current marketing is applied and the effectiveness of the practice to stakeholders. The dissertation concludes with applied strategic marketing techniques on the research to provide a series of recommendations which may be used by the not for profit organisation concerned.
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    Exploring the view of financial professionals on ethical and corporate governance: A qualitative study within the accounting department of a financial shared services centre

    Barbon, Ana J. D. (University of Liverpool (University College Chester), 2005-09)
    This report aims to provide an accurate an up-to date vision of business ethics and corporate governance performance in the context of business organisations. Furthermore the aim of the report goes beyond the theoretical level, trying to unveil the practical side of ethics and corporate governance practices within a specific live organisation. Accordingly this piece of research explores the perceptions of financial professionals on ethical and corporate governance performance within the Accounting Department of Company A. Two instruments are used to this purpose: interviews and questionnaire. The analysis of the data collected will disclose some strengths in the views of the staff about the ethical performance of company A such as high commitment of both employees and company to the duty of business ethics and to report financial information with integrity. Alternatively weak areas in need of improvement would be an employees' low level of familiarity and comfort with whistleblowing tools available within Company A, the little applicability of company code of ethics in practice and the lack of an appropriate performance measurement system to assess ethical and corporate governance performance and to communicate it to stakeholders. Ultimately a list of recommendations is included in chapter 6, based on the conclusions raised in the report. It includes among others: the use of value-based codes, a formal introduction of the code to employees, additional formal ethics training, periodic updates to employees on whistleblowing policies and procedures, the use of external channels to report misconduct or the development of a combined performance measurement system that integrates not only financial and business indicators but measures to assess ethical and corporate governance performance.
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    An investigation into experimentation as a means to encourage a police service to work more effectively

    Bailey, Nicholas (University of Chester, 2013-06)
    The research to be considered is an investigation into experimentation as a means to encourage a police service to work more effectively. The research aims in more details are: • To understand contemporary literature on ‘police learning methods’. • To understand contemporary literature on ‘delivering effective policing and improvement’. • To investigate the current approach to experimentation in Cheshire Police. • To analyse the impact of experiments in developing police practice. • To draw conclusions around the factors which act as contributors or blockers to successful experiments in policing practice. This qualitative phenomenological analysis of experimentation seeks to review a sample of case studies within Cheshire Police. Taking the learning from the limited literature around experimentation in policing the research seeks to analyse the impact that learning and recognised success factors and barriers and blockers have on the ability of the organisation to develop operational effectiveness. The research demonstrates evidence of learning and an understanding of the success factors and blockers and barriers, but draws the conclusion that often there is no evidence of improved operational effectiveness. The evidence shows improved effectiveness in management understanding and at a time of recognised austerity, an ability to effect structure change. However the focus to achieve operational delivery of ‘what works’, Neyroud (2011), still requires greater focus in experimentation within the organisation.
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    What barriers are perceived to be preventers in a serviced based organisation realising business process management?

    Artell, Victoria J. (University of Chester, 2013-06)
    The focus of this research is to consider what key factors can reduce the effectiveness of Business Process Management (BPM) within a service based organisation, more specifically within Organisation X. In order to benefit from the potential advantages of BPM, Organisation X needs to identify the challenges which are perceived by internal stakeholders which may hinder BPM within the business environment. Using a case study approach, the Delphi method was employed as a way to identify and rank the perceived barriers within Organisation X. Twenty-five different barriers were identified, six of which were deemed to have the greatest impact on BPM within Organisation X. Leadership was identified as the greatest barrier followed by Communication, Value of processes, Accountability, Motivation and finally, Culture. Although the barriers identified from the findings are broad topics within business literature as a whole, they should be considered in the context of BPM as well as within the wider organisational context. It is suggested that Organisation X continues to migrate from a traditional, functional, siloed based environment to a process driven environment. The list of barriers identified within the research gives Organisation X a starting point in which to focus their initial efforts of introducing BPM. However, it is important to consider the interdependencies that exist between barriers and the context descriptions provided by the participants.
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    Organisational impact of developing reablement services

    Wong, Philip (University of Chester, 2010)
    Under the Community Act, Local Authorities have a legal responsibility to provide an assessment of need to people that require assistance and subsequently commission services that will meet the assessed needs. In 1997 Central Government started to implement a number of social care reforms which prioritised independent living, the building of sustainable communities and empowering service users to have more control and say about the services that they wished to use and access. As part of these changes Central Government made it compulsory through the National Health Act for Local Authorities and the National Health Service to work closely together to deliver services through partnership working. One of the joint strategic aims is to develop reablement and prevention services to increase people’s level of independence thereby reducing the demand for traditional long term care support. Reablement services are designed to offer short term intensive support which aim to maximise an individual’s ability for independence thereby reducing reliance on the need for either residential or nursing care. The development of reablement services presents a massive challenge for the Local Authority and the National Health Service as the change means that two very different organisations have to find a way to overcome a number of organisational barriers to enable workers from both organisations to work successfully together. This study will analyse the impact of developing reablement services through partnership working and critique how different Primary Care Trusts and Local Authorities are working together to deliver reablement services. This will involve examining different models of reablement, identifying what is required to make a successful model work and determining how the organisations overcome organisational and cultural differences. The study is based on Liverpool City Council and its work with Allied Health Professionals to deliver reablement services the study will also undertake a comparison exercise with 2 other Local Authorities within England.
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    Facilitating effective change management in the charitable giving trust

    Williams, Deborah (University of Chester, 2011-10)
    Given the pace of change and the many aspects of managing change which organisations need to address, effective change management has become an increasingly business critical capability of organisations. The collaborating organisation, The Charitable Giving Trust (TCGT) has embarked on a substantial Information Systems Project which will replace or radically improve all technology infrastructure and information systems used to deliver services to clients. TCGT requires effective change management throughout the project and in addition, the development of organisation capability to manage emergent and contingent change to its systems and business mode. Understanding the potential impact of change on employee well-being is vital, as is helping organisations manage to accept and embrace change. The people within an organisation can be the key to successful change or the biggest obstacle to it. Academic research in the field of change management process and change models was reviewed. The role of organsiational leadership and culture on the organisational propensity and capability to change was investigated. The reserch sought to identify the best practice approaches to change management which can facilitate employee committment to, involvement in and acceptance of change. The areas of academic research informed the research conducted within TCGT. The research sought to identify TCGT current apprach to managing change, in order to inform recommendations for improvement and for adoption of applicable best practice.
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    The process of recruitment and selection in Coca-Cola India

    Charan, Tripti (University of Chester, 2011-11)
    The research is based on the process of Recruitment and Selection of Hindustan Coca Cola private limited. This is to understand the impact of the above mentioned process and its effectiveness. The data gathered through questionnaires which were filled by the employees if Coca Cola India states that there are many ways through which company attracts new candidates to participate in the interview process. To know whether the employees of the company are satisfied with their job and the salary package offered to them by the company. For the company to realise the reasons for which their employees can leave the job maybe for work pressure or no growth opportunities, etc. Another aim is to know whether the deserving employee is performing the right task or not. This will enable the researcher is understand the process of recruitment and selection better. The main limitation of this research is that the primary data collected through questionnaire is only employees’ perspective about the recruitment and selection process not the employers. If both employees’ and employer’s perspective could have been known it would have given a clear understanding of the process.
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