Cautionary tales of managing in the internal market: A comparative look at public and private sector experiences of support services

Journal of Management Development

Volumn 15, Issue 2, 1996, Pages 69-79

  Marsh, Sheila ^a  

^a NONE   (United Kingdom)

Author keywords

Decentralization; Local government; Public sector; Quality; Service; United Kingdom

Indexed keywords

EID: 84986166596     PISSN: 02621711     EISSN: None     Source Type: Journal    
DOI: 10.1108/02621719610109168     Document Type: Article

References (14)

1. Hogget, P., “The future for central services?”, LGTB Discussion paper, Local Government Training Board, Luton, June 1990.
2. Clarke, A. and McKee, M., “Guidelines, enthusiasms, uncertainty and the limits to purchasing”, British Medical Journal, 14 January 1995.
3. A term to describe the traditionally Taylorist/Fordist approach to producing products/services, developed by Hales[4].
4. Hales, M., “Durable changes and systems that don’t get in the way of the work”, in Bradley, G. and Hendrick, H.W. (Eds), Human Factors in Organisation Design and Management, Elsevier, North Holland, 1994.
5. Berry, L., Parasuraman, A. and Zeithaml, V., “Quality counts in services too”, in Lovelock, C. (Ed.), Managing Services - Marketing, Operations and Human Resources, Prentice-Hall, Englewood Cliffs, NJ, 1988, pp. 216-25.
6. Taylor, W., “The logic of global business: an interview with ABB’s Percy Barnevik”, Harvard Business Review, March-April 1991, pp. 91-105.
7. Shostack, G.L., “Service positioning through structural change”, in Lovelock, C. (Ed.), Managing Services -arketing, Operations and Human Resources, Prentice-Hall, Englewood Cliffs, NJ, 1988, pp. 94-107.
8. As reflected in the USA, e.g. [9,10] and numerous UK examples, e.g. case management development in NHS and re-engineering projects, such as Leicester Royal Infirmary, 1995.
9. Peters, T., Excellence in the Public Sector, video produced by Sandler, M. for Northern Light Productions, Boston, MA, 1989.
10. Osborne, D. and Gaebler, T., Reinventing Government, Plume, New York, NY, 1993.
11. Slack, N., Chambers, S., Harland, C., Harrison, A. and Johnston, R., Operations Management, Pitman, London, 1995, pp. 744-6.
12. Hammer, M. and Champy, J., Re-engineering the Corporation: A Manifesto for Business Revolution, Nicholas Brealey, London, 1993, pp. 31-50.
13. Pascale, R., Managing on the Edge: How Successful Companies Use Conflict to Stay Ahead, Penguin, Harmondsworth, 1990.
14. Morgan, G., Imaginisation: The Art of Creative Management, Sage, London, 1993.