Measuring and improving productivity in services: issues, strategies and challenges
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Cheltenham [u.a.]
Elgar
2008
|
| Series: | Services, economy and innovation
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XIV, 246 S. graph. Darst. |
| ISBN: | 9781847202697 |
Staff View
MARC
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Record in the Search Index
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| adam_text | Contents
List of figures vi
List of tables vii
List of boxes ix
Acknowledgements x
General introduction xi
PART I PRODUCTIVITY: DEFINITIONS AND METHODS
OF MEASUREMENT
1. A key notion in economic analysis: definitions, measurements,
issues and controversies 3
2. The service challenge 32
3. Public services: a new challenge 58
4. Internal steering, planning and design departments in public
organizations: the ultimate test 91
PART II PRODUCTIVITY: DETERMINANTS AND
STRATEGIES
5. The traditional factors influencing productivity 121
6. Productivity factors in services 143
7. Productivity factors in public services 171
General conclusion 217
Bibliography 219
Index 233
Figures
I.I The all-pervasiveness of productivity improvement strategies xii
1.1 Productivity, efficiency, effectiveness, performance 4
1.2 Technical efficiency, allocative efficiency and overall efficiency 14
1.3 Efficiency, productivity and the Malmquist index 18
2.1 The specificities of services and their consequences for the
definition of productivity 33
2.2 The various forms of performance 35
2.3 The service triangle 40
2.4 A multi-criteria framework for analysing service output and
performance 54
3.1 The specificities of public services and their consequences for
the definition of productivity 59
3.2 The hospital services pentagon 61
4.1 The canonic form of Mintzberg s organizational configurations
model 93
4.2 Some members and units in the various parts of a
manufacturing company 94
4.3 A graphic representation of the French Department of Health
and Social Affairs 97
4.4 Mintzberg s configuration and the topography of the
difficulties of measuring productivity 99
4.5 Mintzberg s configuration and the topography of the
difficulties encountered in measuring productivity (a dynamic
view) 100
4.6 The provision of knowledge-intensive services as a knowledge-
processing activity 104
5.1 The factors influencing productivity 122
5.2 Work intensification and productivity 128
6.1 Blueprint of a discount brokerage service 161
7.1 The performance tree: mechanisms and limitations 190
7.2 Delegation and decentralization 203
7.3 Deconcentration 203
7.4 A design, planning and steering authority 204
7.5 Performance strategies in the Ministry of Health and Social
Affairs 205
Tables
1.1 Overview of the main measures of productivity 11
1.2 Methods for measuring efficiency and productivity 13
2.1 A typology of services by degree of validity of concept of
productivity 42
2.2 Functional decomposition of immediate services 44
2.3 Methods of deflating and measuring output in volume terms
for various service activities 49
2.4 Application of the DEA method to services: some examples 51
2.5 The application of econometric methods to the measurement
of productivity in services: some examples 52
2.6 An application of the multi-criteria framework to insurance 56
3.1 Some examples of output and outcome indicators in public
services 62
3.2 Examples of output indicators used for public services 70
3.3 Some illustrations of the application of the DEA method to
public services 73
3.4 Some examples of the application of econometric methods to
public services 76
3.5 The worlds of production or families of criteria for defining
Post Office outputs 78
3.6 The ANPE s worlds of production 80
3.7 A multi-criteria framework for analysing the output and
performance of business incubators 83
3.8 The worlds of production 87
3.9 The CAF and its worlds of production 88
4.1 The various entities in the Department of Health and Social
Affairs (technostructure and support functions) carrying out
intellectual functions and their outputs or remits (excluding the
inter-ministerial units attached to the Department of Health
and Social Affairs) 113
5.1 Estimates of the R D elasticity of output 124
5.2 The items in the Workplace and Employee Survey
questionnaire 134
5.3 New forms of work organization and their impact on
performance: the conclusions of some European studies 135
vii
viii Tables
6.1 Matrix of the main analytical concerns of IT impact studies in
services 147
6.2 Taxonomy of technological trajectories in services 149
6.3 Employment by sector and occupational category 155
6.4 Industrial rationalization and professional rationalization 156
6.5 Different strategies in the same sectors 167
7.1 A list of basic actions to improve productivity in the public
service 177
7.2 The Solidarity and integration objective, broken down into
programmes and actions 187
7.3 Ministry for Social Affairs: outsourcing of standard logistical
support functions 201
Boxes
5.1 X-efficiency theory 129
6.1 The theory of the post-industrial society: Daniel Bell (1973) 153
6.2 The self-service society according to Jonathan Gershuny (1978) 157
7.1 Examples of reform measures taken by various ministries 185
7.2 The principles underlying the construction and use of the
performance tree in the case of regional financial service
centres (RFSCs) 191
7.3 Some possible improvements (based on the interviews we
conducted) 198
7.4 Examples of intensive productivity strategies in the reform
strategies of various ministries 209
IX
|
| adam_txt |
Contents
List of figures vi
List of tables vii
List of boxes ix
Acknowledgements x
General introduction xi
PART I PRODUCTIVITY: DEFINITIONS AND METHODS
OF MEASUREMENT
1. A key notion in economic analysis: definitions, measurements,
issues and controversies 3
2. The service challenge 32
3. Public services: a new challenge 58
4. Internal steering, planning and design departments in public
organizations: the ultimate test 91
PART II PRODUCTIVITY: DETERMINANTS AND
STRATEGIES
5. The traditional factors influencing productivity 121
6. Productivity factors in services 143
7. Productivity factors in public services 171
General conclusion 217
Bibliography 219
Index 233
Figures
I.I The all-pervasiveness of productivity improvement strategies xii
1.1 Productivity, efficiency, effectiveness, performance 4
1.2 Technical efficiency, allocative efficiency and overall efficiency 14
1.3 Efficiency, productivity and the Malmquist index 18
2.1 The specificities of services and their consequences for the
definition of productivity 33
2.2 The various forms of performance 35
2.3 The service triangle 40
2.4 A multi-criteria framework for analysing service output and
performance 54
3.1 The specificities of public services and their consequences for
the definition of productivity 59
3.2 The hospital services pentagon 61
4.1 The canonic form of Mintzberg's organizational configurations
model 93
4.2 Some members and units in the various parts of a
manufacturing company 94
4.3 A graphic representation of the French Department of Health
and Social Affairs 97
4.4 Mintzberg's configuration and the topography of the
difficulties of measuring productivity 99
4.5 Mintzberg's configuration and the topography of the
difficulties encountered in measuring productivity (a dynamic
view) 100
4.6 The provision of knowledge-intensive services as a knowledge-
processing activity 104
5.1 The factors influencing productivity 122
5.2 Work intensification and productivity 128
6.1 Blueprint of a discount brokerage service 161
7.1 The performance tree: mechanisms and limitations 190
7.2 Delegation and decentralization 203
7.3 Deconcentration 203
7.4 A design, planning and steering authority 204
7.5 Performance strategies in the Ministry of Health and Social
Affairs 205
Tables
1.1 Overview of the main measures of productivity 11
1.2 Methods for measuring efficiency and productivity 13
2.1 A typology of services by degree of validity of concept of
productivity 42
2.2 Functional decomposition of immediate services 44
2.3 Methods of deflating and measuring output in volume terms
for various service activities 49
2.4 Application of the DEA method to services: some examples 51
2.5 The application of econometric methods to the measurement
of productivity in services: some examples 52
2.6 An application of the multi-criteria framework to insurance 56
3.1 Some examples of output and outcome indicators in public
services 62
3.2 Examples of output indicators used for public services 70
3.3 Some illustrations of the application of the DEA method to
public services 73
3.4 Some examples of the application of econometric methods to
public services 76
3.5 The worlds of 'production' or 'families of criteria' for defining
Post Office outputs 78
3.6 The ANPE's worlds of production 80
3.7 A multi-criteria framework for analysing the output and
performance of business incubators 83
3.8 The worlds of production 87
3.9 The CAF and its worlds of production 88
4.1 The various entities in the Department of Health and Social
Affairs (technostructure and support functions) carrying out
intellectual functions and their outputs or remits (excluding the
inter-ministerial units attached to the Department of Health
and Social Affairs) 113
5.1 Estimates of the R D elasticity of output 124
5.2 The items in the Workplace and Employee Survey
questionnaire 134
5.3 New forms of work organization and their impact on
performance: the conclusions of some European studies 135
vii
viii Tables
6.1 Matrix of the main analytical concerns of IT impact studies in
services 147
6.2 Taxonomy of technological trajectories in services 149
6.3 Employment by sector and occupational category 155
6.4 Industrial rationalization and professional rationalization 156
6.5 Different strategies in the same sectors 167
7.1 A list of basic actions to improve productivity in the public
service 177
7.2 The 'Solidarity and integration' objective, broken down into
programmes and actions 187
7.3 Ministry for Social Affairs: outsourcing of standard logistical
support functions 201
Boxes
5.1 X-efficiency theory 129
6.1 The theory of the post-industrial society: Daniel Bell (1973) 153
6.2 The self-service society according to Jonathan Gershuny (1978) 157
7.1 Examples of reform measures taken by various ministries 185
7.2 The principles underlying the construction and use of the
performance tree in the case of regional financial service
centres (RFSCs) 191
7.3 Some possible improvements (based on the interviews we
conducted) 198
7.4 Examples of intensive productivity strategies in the reform
strategies of various ministries 209
IX |
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| spelling | Djellal, Faridah Verfasser aut Measuring and improving productivity in services issues, strategies and challenges Faridah Djellal ; Faĩz Gallouj Cheltenham [u.a.] Elgar 2008 XIV, 246 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Services, economy and innovation Industrial productivity Service industries Dienstleistungssektor (DE-588)4012183-5 gnd rswk-swf Produktivität (DE-588)4047364-8 gnd rswk-swf Dienstleistungssektor (DE-588)4012183-5 s Produktivität (DE-588)4047364-8 s DE-604 Gallouj, Faïz Verfasser (DE-588)124933491 aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016282865&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Djellal, Faridah Gallouj, Faïz Measuring and improving productivity in services issues, strategies and challenges Industrial productivity Service industries Dienstleistungssektor (DE-588)4012183-5 gnd Produktivität (DE-588)4047364-8 gnd |
| subject_GND | (DE-588)4012183-5 (DE-588)4047364-8 |
| title | Measuring and improving productivity in services issues, strategies and challenges |
| title_auth | Measuring and improving productivity in services issues, strategies and challenges |
| title_exact_search | Measuring and improving productivity in services issues, strategies and challenges |
| title_exact_search_txtP | Measuring and improving productivity in services issues, strategies and challenges |
| title_full | Measuring and improving productivity in services issues, strategies and challenges Faridah Djellal ; Faĩz Gallouj |
| title_fullStr | Measuring and improving productivity in services issues, strategies and challenges Faridah Djellal ; Faĩz Gallouj |
| title_full_unstemmed | Measuring and improving productivity in services issues, strategies and challenges Faridah Djellal ; Faĩz Gallouj |
| title_short | Measuring and improving productivity in services |
| title_sort | measuring and improving productivity in services issues strategies and challenges |
| title_sub | issues, strategies and challenges |
| topic | Industrial productivity Service industries Dienstleistungssektor (DE-588)4012183-5 gnd Produktivität (DE-588)4047364-8 gnd |
| topic_facet | Industrial productivity Service industries Dienstleistungssektor Produktivität |
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