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The “organizing” paradigm in public administration: learning by focusing on customer orientation

The “organizing” paradigm in public administration: learning by focusing on customer orientation PurposePublic Administration complexity derives from the dual character of the public sector, that is to be a means of delivery and an element of societal self-governance. The bureaucratic framework is a way to address this tension, while simultaneously public administration needs to focus on a more processual view of the organization to improve service quality. Training could be a key point to sustain such a transition, by focusing on customer orientation. The purpose of the study is to explore whether a training device focused on customer orientation could develop employees’ theory on organization as being process-oriented, i.e. “organizing”.Design/methodology/approachThe longitudinal study is on a training case study in Italy. Participating in the training course were 34 employees belonging to 16 Public Administrations. Data on participants’ organization representations were collected at the beginning and at the end of the course through the SWOT matrix. Data analysis used a quali-quantitative approach.FindingsFindings show a shift to viewing the service organization as a process implicated in uncertainties and unpredictable events rather than the realization of an ideal model.Originality/valueThe study contributes to highlight the need for a practical focus on the conceptualization of organization in training, as the term “organization” is often under described or treated as an end in itself. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Workplace Learning Emerald Publishing

The “organizing” paradigm in public administration: learning by focusing on customer orientation

Bruno, Andreina
Journal of Workplace Learning , Volume 30 (3): 13 – Apr 9, 2018
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References (41)

Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
1366-5626
DOI
10.1108/JWL-01-2018-0027
Publisher site
See Article on Publisher Site

Abstract

PurposePublic Administration complexity derives from the dual character of the public sector, that is to be a means of delivery and an element of societal self-governance. The bureaucratic framework is a way to address this tension, while simultaneously public administration needs to focus on a more processual view of the organization to improve service quality. Training could be a key point to sustain such a transition, by focusing on customer orientation. The purpose of the study is to explore whether a training device focused on customer orientation could develop employees’ theory on organization as being process-oriented, i.e. “organizing”.Design/methodology/approachThe longitudinal study is on a training case study in Italy. Participating in the training course were 34 employees belonging to 16 Public Administrations. Data on participants’ organization representations were collected at the beginning and at the end of the course through the SWOT matrix. Data analysis used a quali-quantitative approach.FindingsFindings show a shift to viewing the service organization as a process implicated in uncertainties and unpredictable events rather than the realization of an ideal model.Originality/valueThe study contributes to highlight the need for a practical focus on the conceptualization of organization in training, as the term “organization” is often under described or treated as an end in itself.

Journal

Journal of Workplace Learning – Emerald Publishing

Published: Apr 9, 2018

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