Benchmarking: Achieving best value in public-sector organisations

Benchmarking

Volumn 10, Issue 3, 2003, Pages 261-286

  Magd, Hesham ^a   Curry, Adrienne ^a  

^a UNIVERSITY OF STIRLING   (United Kingdom)

Author keywords

Benchmarking; Government agencies; Learning; Public sector; Quality; Value

Indexed keywords

COST EFFECTIVENESS; MANAGEMENT; PRODUCTIVITY; SOCIETIES AND INSTITUTIONS;

PUBLIC-SECTOR ORGANIZATIONS;

BENCHMARKING;

EID: 0242269880     PISSN: 14635771     EISSN: None     Source Type: Journal    
DOI: 10.1108/14635770310477780     Document Type: Article

References (79)

1. Adam, P. and Van de Water, R. (1995), "Benchmarking and the bottom line: translating business re-engineering into bottom-line results", Industrial Engineering, Vol. 27 No. 2, p. 24.
2. Association of Direct Labour Organisations (1997), A Future for Local Public Service Provision, ADLO, Manchester.
3. Ammons, D.N. (1999), "A proper mentality for benchmarking", Public Administration Review, Vol. 59 No. 2, pp. 105-9.
4. AQS (1996), QUEST - Manager's Guidance Pack, Ref. No. 0618, Sports Council, Ref. No. 0618,.
5. Bailey, S. and Reid, G. (1994), "Contracting municipal sports management", Local Government Policy Making, Vol. 21 No. 2, pp. 55-65.
6. Ball, A., Bowerman, M. and Hawksworth, S. (2000), "Benchmarking in local government under a central government agenda", International Journal of Benchmarking, Vol. 7 No. 1, pp. 20-34.
7. Bateman, G.R. (1994), "Benchmarking management education teaching and curriculum", in Camp, R. (Ed.), Benchmarking: The Search for Industry Best Practices That Lead to Superior Performance, Quality Resources, White Plains, NY.
8. Bendell, T., Boulter, L. and Kelly, J. (1994), Implementing Quality in the Public Sector, Pitman Publishing, Boston, MA.
9. Benington, J. (2000), "The modernisation and improvement of government and public services", Public Money and Management, April/June, pp. 3-8.
10. Black, S. (2000), "Promoting organisational excellence in the Scottish public sector", Measuring Business Excellence, Vol. 4 No. 3, pp. 24-30.
11. Bovaird, T. (1999), "Achieving best value through competition, benchmarking and performance networks", Warwick Best Value Series, Paper 6, Local Government Centre, Warwick Business School, Coventry.
12. Bovaird, T. and Halachmi, A. (2001), "Learning from international approaches to best value", Policy and Politics, Vol. 29 No. 4, pp. 451-63.
13. Bowerman, M. and Ball, A. (2000), "Great expectations: benchmarking for best value", Public Money and Management, Vol. 20 No. 2, pp. 21-6.
14. Bowerman, M., Ball, A. and Francies, G. (2001), "Benchmarking as a tool for the modernisation of local government", Financial Accountability and Management, Vol. 17 No. 4, pp. 321-9.
15. Brogowicz, A.A., Delene, L.M. and Lyth, D.M. (1990), "A synthesised service quality model", International Journal of Service Industry Management, Vol. 1 No. 1, pp. 27-45.
16. Bull, A. (1994), "Specifying quality in health care", Journal of Management in Medicine, Vol. 8 No. 2, pp. 5-8.
17. Bullivant, J. (1996), "Benchmarking in the UK National Health Service", International Journal of Health Care Quality Assurance, Vol. 9 No. 2, pp. 9-14.
18. Burgoyne, J. and Reynolds, M. (1998), Management Learning: Integrating Perspectives in Theory and Practice, Sage, London.
19. Camp, R. (1989), "Benchmarking: the search for best practices that lead to superior performance, part 1", Quality Progress, January, pp. 61-8.
20. Camp, R.C. (1995), Business Process Benchmarking: Finding and Implementing Best Practices, ASQC Quality Press, Milwaukee, WI.
21. Cassell, C., Nadin, S. and Gray, O.M. (2001), "The use and effectiveness of benchmarking in SMEs", International Journal of Benchmarking, Vol. 8 No. 3, pp. 212-22.
22. Chittenden, F., Poutziouris, P. and Mukhtar, S. (1998), "Small firms and the ISO 9000 approach to quality management", International Small Business Journal, Vol. 17 No. 1, pp. 73-88.
23. Cole, M. (2001), "Local government modernisation: the executive and scrutiny model", Political Quarterly, Vol. 72 No. 2, pp. 239-45.
24. Comm, L.C. and Mathaisel, X.F.D. (2000), "A paradigm for benchmarking lean initiatives for quality improvement", Benchmarking: An International Journal, Vol. 7 No. 2, pp. 118-27.
25. Cox, A. and Thompson, I. (1998), "On the appropriateness of benchmarking", Journal of General Management, Vol. 23 No. 3, pp. 1-20.
26. Cox, J.R.W., Mann, L. and Samson, D. (1997), "Benchmarking as a mixed metaphor: disentangling assumptions of competition and collaboration", Journal of Management Studies, Vol. 34 No. 2, pp. 285-314.
27. Crosby, B. (1979), Quality is Free: The Art of Making Quality Certain, New American Library, New York, NY.
28. Davies, K. and Hinton, P. (1993), "Managing quality in local government and the health service", Public Money and Management, p. 51.
29. Davis, P. (1998), "The burgeoning of benchmarking in British local government: the value of 'learning by looking' in the public services", Benchmarking for Quality Management and Technology, Vol. 5 No. 4, pp. 260-70.
30. Davison, J. and Grieves, J. (1996), "Why should local government show an interest in service quality", The TQM Magazine, Vol. 8 No. 5, pp. 32-8.
31. DETR (1998), Modernising Local Government: Improving Local Services Through Best Value Green Paper, Department of the Environment, Transport and the Regions, London.
32. Dorsch, J.J. and Yasin, M.M. (1998), "A framework for benchmarking in the public sector: literature review and directions for future research", International Journal of Public Sector Management, Vol. 11 No. 2/3, pp. 91-115.
33. Drew, S.A.W. (1997), "From knowledge to action: the impact of benchmarking on organisational performance", Long Range Planning, Vol. 30 No. 3, pp. 427-41.
34. Elmuti, D. and Kathawala, Y. (1997), "An overview of benchmarking process: a tool for continuous improvement and competitive advantage", Benchmarking for Quality Management and Technology, Vol. 4 No. 4, pp. 229-43.
35. Erridge, A., Fee, R. and Mcllroy, J. (1998), "Public sector quality: political project or legitimate goal?", International Journal of Public Sector Management, Vol. 11 No. 5, pp. 341-53.
36. Favret, L. (2000), "Benchmarking, annual library plans and best value: the implications for public libraries", Library Management, Vol. 21 No. 7, pp. 340-8.
37. Foley, J.K. (2001), "From quality management to organisation excellence: don't throw the baby out with the bath water", paper produced by The Centre for Management Quality Research, Royal Melbourne Institute of Technology Publication, Faculty of Business, University of Technology, Sydney.
38. Gaster, L. (1995), Quality in Public Services, Open University Press, Buckingham.
39. Gaster, L. (1996), "Quality services in local government: a bottom-up approach", Journal of Management Development, Vol. 15 No. 2, pp. 80-96.
40. Gattorna, J.L. and Walters, D.W. (1996), Managing the Supply Chain: A Strategic Perspective, Macmillan, Basingstoke.
41. Gibbs, B. (1996), "Benchtests", Hospital Development, September, pp. 23-5.
42. Glaser, B. and Strauss, A. (1967), The Discovery of Grounded Theory: Strategies of Qualitative Research, Wiedenfeld and Nicholson, London.
43. Hinton, M., Francis, G. and Holloway, J. (2000), "Best practice benchmarking in the UK", International Journal of Benchmarking, Vol. 7 No. 1, pp. 52-61.
44. Holloway, J., Francis, G. and Hinton, M. (1999b), "A case study of benchmarking in the National Health Service", working paper, Open University, Milton Keynes.
45. Holloway, J., Francis, G.A.J., Hinton, C.M. and Mayle, D. (1997), Benchmarking for Information Brokerage: Identifying Best Practice in Benchmarking, Business School, Open University, Milton Keynes.
46. Holloway, J., Hinton, C.M., Francis, G. and Mayle, D. (1999a), Identifying Best Practice in Benchmarking, CIMA, London.
47. Horvath, P. and Herter, N.R. (1992), "Benchmarking: comparison with the best of the best", Controlling, Vol. 4 No. 1, pp. 4-11.
48. Jackson, N. (2001), "Benchmarking in UK HE: an overview", Quality Assurance in Education, Vol. 9 No. 4, pp. 218-35.
49. Jarrar, F.Y. and Zairi, M. (2001), "Future trends in benchmarking for competitive advantage: a global survey", Total Quality Management, Vol. 12 No. 7/8, pp. 906-12.
50. Juran, J. (1989), Juran on Leadership for Quality, Free Press, New York, NY.
51. Keehley, P., Medlin, S., MacBride, S. and Longmire, L. (1997), Benchmarking for Best Practices in the Public Sector: Achieving Performance Breakthroughs in Federal, State and Local Agencies, Jossey-Bass, San Francisco, CA.
52. Kouzmin, A., Loffler, E., Klages, H. and Korac-Kakabadse, N. (1999), "Benchmarking and performance measurement in public sectors: towards learning for agency effectiveness", The International Journal of public Sector Management, Vol. 12 No. 2, pp. 121-44.
53. Larson, R. (1993), "Case survey methodology: quantitative analysis of patterns across case studies", The Academy of Management Journal, Vol. 36 No. 6, pp. 1515-46.
54. Lewis, M. and Hartley, J. (2001), "Evolving forms of quality management in local government: lessons from the best value pilot programme", Policy and Politics, Vol. 29 No. 4, pp. 477-96.
55. Local Government Management Board (1996), Benchmarking: Measuring Up to the Best Management Briefing 1, LGMB, London.
56. Lund, H. (1998), "Benchmarking in UK higher education", in Schofield, A. (Ed.), Benchmarking in Higher Education: An International Review, CHEMS/UNESCO, London/Paris, pp. 47-54.
57. Martin, S. (2000), "Implementing 'best value': local public services in transition", Public Administration, Vol. 78 No. 1, pp. 209-27.
58. Martin, S. and Hartley, J. (2000), "Best value for all? An empirical analysis of local government's capacity to implement best value principles", Public Management: An International Journal of Research and Theory, Vol. 2 No. 1, pp. 43-56.
59. Maxwell, M., Kennedy, T. and Spours, A. (1996), "Clinical benchmarking: results into practice", International Journal of Health Care Quality Assurance, Vol. 9 No. 4, pp. 20-3.
60. Morgan, C. and Murgatroyd, S. (1997), Total Quality Management in the Public Sector, Open University Press, Buckingham.
61. Navaratnam, K.K. and Harris, B. (1995), "Quality process analysis: a technique for management in the public sector", Managing Service Quality, Vol. 5 No. 3, pp. 23-8.
62. Newman, J., Raine, J. and Skelcher, C. (2001), "Transforming local government: innovation and modernisation", Public Money and Management, Vol. 21 No. 2, pp. 61-7.
63. Ogden, M.S. and Wilson, P. (2000), "Bridging the quality gaps: implementing benchmarking to deliver best value", Public Management: An International Journal of Research and Theory, Vol. 2 No. 4, pp. 525-46.
64. Parker, N. (1998), "The Employment Service benchmarking study: internal vacancy filling", Benchmarking for Quality Management and Technology, Vol. 5 No. 3, pp. 200-24.
65. Patel, A. (1994), "Quality assurance (BS5750) in social service departments", International Journal of Public Sector Management, Vol. 7 No. 2, pp. 4-15.
66. UK Government (1991), Competing for Quality, CM 1730, Stationery Office, London.
67. UK Government (1999), Modernising Government, White Paper, Stationery Office, London.
68. Reeves, C.A. and Bendar, D. A. (1994), "Defining quality: alternatives and implications", Academy of Management Review, Vol. 19 No. 4, pp. 419-45.
69. Samuels, M. (1998), Towards Best Practice: An Evaluation of the First Two Years of the Public Sector Benchmarking Project, 1996-1998, Cabinet Office, London.
70. Schedler, K. and Felix, J. (2000), "Quality in public management: the customer perspective", International Public Management Journal, Vol. 3, pp. 125-43.
71. Smyth, J. (1997), "Competition as a means of procuring public services", International Journal of Public Sector Management, Vol. 10 No. 1, pp. 21-46.
72. Tuckman, B. (1980), "The decline of quality", New York Times Magazine, 2 November, pp. 38-42.
73. Walsh, K. (1994), "Quality through markets: the new public sector management", in Wilkinson, A. and Willmott, H. (Eds), Making Quality Critical, Routledge, London.
74. Weller, D.L. (1996), "Benchmarking: a paradigm for change to quality education", The TQM Magazine, Vol. 8 No. 6, pp. 24-9.
75. Williams, D J. (1996), Benchmarking to Improve Performance, CIPFA, London.
76. Wistow, G. (2001), "Modernisation, the NHS plan and healthy communities", Journal of Management in Medicine, Vol. 15 No. 5, pp. 334-51.
77. Wolfram, C., Mann, L. and Samson, D. (1997), "Benchmarking as a mixed metaphor: disentangling assumptions of competition and collaboration", Journal of Management Studies, Vol. 34 No. 2, pp. 285-314.
78. Yasin, M.M. and Zimmerer, W.T. (1995), "The role of benchmarking in achieving continuous service quality", International Journal of Contemporary Hospitality Management, Vol. 7 No. 4, pp. 27-32.
79. Yates, D. (1997), "A customer-driven approach", Local Government Chronicle, 23 May.