Institutions or Contingencies? A Cross‐Country Analysis of Management Tool Use by Public Sector Executives

Management tools are often argued to ameliorate public service performance. Indeed, evidence has emerged to support positive outcomes related to the use of management tools in a variety of public sector settings. Despite these positive outcomes, there is wide variation in the extent to which public organizations use management tools. Drawing on normative isomorphism and contingency theory, this article investigates the determinants of both organization‐oriented and client‐oriented management tool use by top public sector executives. The hypotheses are tested using data from a large‐N survey of 4,533 central government executives in 18 European countries. Country and sector fixed‐effects ordinary least squares regression models indicate that contingency theory matters more than normative isomorphism. Public executives working in organizations that are bigger and have goal clarity and executive status are more likely to use management tools. The only normative pressure that has a positive impact on management tool use is whether public sector executives have a top hierarchical position.     

Are programme resources related to organizational change?

Abstract. This article joins two public policy approaches often employed separately: the analysis of changes in programme expenditure, and of organizational change. The first section reviews a series of alternative propositions about their relationship: organizations constricting programme innovation, or promoting efficiency or inefficiency; programme changes causing fission or fusion in organizations; increasing programme expenditure by replicating service delivery units rather than re-organization; and the place of symbolic and ad hoc political priorities. After considering problems of analyzing programme and organizational changes empirically, the article examines changes since 1945 in two major policy areas of British government, health and social security, and trade and industry. The empirical evidence emphasizes the dominance of political priorities, symbolic as well as programmatic: the capacity of organizations to grow at the base, by replicating service delivery units while formally remaining unchanged at the top, and of organizations growing at the top, by formal re-organization, while programme budgets and service delivery units are unaffected by symbolic reshuffling.     

Management and training for development: The Hombe thesis

A fundamental reason why public service management in many Third World countries has improved so little, despite significant training inputs, is that the political and bureaucratic elite do not want it to. The ‘Hombe thesis’ is that the elite consists of executives skilled in managing the system to meet their own interests and to preserve the status quo. Further, aid organizations and third parties engaged in management development tend to collude with the elite. Three additional basic problems are explored. First, that of developing a style of management appropriate to the local political and social environment. Second, identifying the actual functions of chief executives in the public service and helping managers to develop expertise in their roles. Third, the difficulties of assessing real managerial training needs rather than expressing desires. The paper concludes with a plea to face the fundamental constraints to effective management and training instead of playing around with subordinate issues.     

Administrative reform in a changing political environment: The case of Hong Kong

Since 1989, the Hong Kong government has implemented a programme of public sector reform that is based on the principles of ‘new public management’. The reforms initially focused mainly on financial management reform, including delegating responsibilities for resource allocation; re-defining the roles of the central resource branches; setting up trading funds in departments that provide services directly to the public; and instilling a new corporate culture of service throughout the government. Some progress has been made in implementing the reforms. In 1993, the government realized that further civil service reform was necessary to support the reforms. The government proposed to delegate more authority to department heads on personnel matters; give managers more freedom to manage personnel; and simplify personnel regulations and procedures. These ‘new public management’-type reforms are usually associated with stable, relatively unchanging environments. In Hong Kong, however, the reforms have been proposed and carried out in an environment of considerable political turbulence which has both facilitated and hindered their implementation. Because of the declining legitimacy of the colonial government, British authorities may not have the political capacity to implement the reforms. Opposition from both department heads and civil service unions to aspects of the reforms has already emerged.     

ADOPTING PERSONNEL PRODUCTIVITY INNOVATIONS IN AMERICAN LOCAL GOVERNMENTS

Improving the productivity of public employees has increasingly attracted the attention of urban policymakers and administrators concerned about the quality, cost, and efficiency of governmental service delivery. A national survey of local personnel managers was undertaken to ascertain the degree of jurisdictional receptivity to personnel-based management tools, preferred approaches, and the most serious policy and institutional barriers to the implementation of these changes. Research findings concerning the adoption of personnel reforms are generally consistent with those reported in prior studies except for an increase in the utilization of job enrichment techniques by local administrators. The reluctance of labor organizations to accept productivity bargaining and the unwillingness of local authorities to consider financial incentive plans for governmental executives are cited b y our respondents as the chief obstacles to greater managerial effectiveness.     

Using brain skill assessments to increase productivity in development administration

This article describes how BMS (brain skill and management styles) assessments have and can be used to increase productivity in development administration. The article starts with a brief outline of the management climate which executives face in developing countries (crisis and rapidly changing environments). The article points out that although developing countries have significantly increased their productivity by using traditional quantitative management tools and techniques, they increasingly find that these approaches need to be supplemented with other techniques more appropriate to the environment they must contend with. BMS programmes have been found to be one tool which, combined with established training programmes can serve to increase productivity in developing nations with existing personnel. The article describes what a BMS programme is (identifying human brain skills and management styles that exist in organizations, and matching these skills/styles to the management problem at hand where they can be best employed to enhance productivity), and illustrates how this technique has been used successfully in one developing country. The BMS programme applications in the article are based on the results of testing over 2000 managers and also the experience from implementing in-depth BMS programmes in several countries in a wide variety of organizational settings (business, government, education, military and health).     

Public relations for public affairs

The term ‘public affairs’ has now become a much‐discussed topic in continental Europe's political and economic circles, including Germany and Austria. The problem is that few people really understand just what the term means. Many people have the impression that ‘public affairs’ is another way of describing lobbying. Others perceive it as classic public relations. In Europe many decision makers of the business world lack the specific knowledge of policy making; however, until now just a few such executives have taken advantage of the real opportunities opened up by using the services of professional public affairs consulting. Communications companies in Europe are now offering public affairs consulting as part of their services, with increasing success. The first task to make public affairs better known in Europe therefore must be public relations for public affairs. Copyright © 2001 Henry Stewart Publications     

The Right Mix? Gender Diversity in Top Management Teams and Financial Performance

Recent research has illustrated that demographic diversity influences the outcomes of public sector organizations. Most studies have focused on workforce diversity; by comparison, little is known about how managerial diversity affects organizational outcomes. This article focuses on gender diversity in the top management teams of public organizations and its relationship to financial performance. Theory suggests that management diversity can be a positive asset for organizations, allowing for the use of more diverse knowledge and human skill sets. Results of this study, however, suggest that organizations may only be able to leverage these advantages if they have a supporting management structure. In a longitudinal study of top management teams in Danish municipalities, the authors find that gender diversity in top management teams is associated with higher financial performance, but only in municipalities with a management structure that supports cross‐functional team work. These results are interpreted in light of existing theory, and implications are suggested.     

Linking action training to bureaucratic reorientation and institutional reform

This article explores the use of action-training methods in a highly centralized and control-oriented public sector. It focuses on the Technical Assistance and Training Programme for Departmental Development Corporations (PATC-CORDES), an innovative programme in Peru initially supported by the United States Agency for International Development (USAID). Successive sections review a particularly influential alternative to conventional classroom training proposed by Honadle and Hannah (1982); provide relevant background; describe PATC-CORDES organization and objectives; examine its training activities; assess the resulting institutional impacts; and posit important insights from the case study. The PATC-CORDES experience demonstrates that action-training methods can produce positive results in agencies that are part of a rigid public sector and, more importantly, that such methods can be linked to bureaucratic reorientation and institutional reform. Perhaps the most interesting and controversial conclusion is that recruitment of central administrators to lead training exercises can be a useful tactic for bureaucratic reorientation. The article is based on review of documents, reports, and evaluations prepared by persons working for USAID/Peru, PATC-CORDES, and departmental development corporations (CORDES); extensive interviews with political leaders, managers, and professionals in these same organizations; analysis of Peruvian legislation; and other references cited in the text.     

Exploring normative commitment with Nigerian extension workers

This paper explores normative commitment using a sample of 60 agricultural extension workers in a voluntary rural development programme. Organizational commitment is related to participation, standardization, and coordination in order to examine their relative influence on the visit effort of extension agents. Age, education, salary, tenure, position, and participation did not have any influence on normative commitment, whereas standardization negatively influenced it. Commitment, along with red tape, influenced visit efforts. Two major conclusions emerge. The first is that traditional personal and role-related antecedents of commitment may be related to instrumental but not to normative commitment. The second is that normative commitment can predict behaviour outcomes in public organizations.     

CIVIL SERVICE REFORM IN THE USA: PROMISE VERSUS REALITY*

Abstract: The 1978 Civil Service Reform Act (CSRA) mobilized changes to the basis and structure of the federal service which are the most far-reaching since those installed by the Pendleton Act in 1883. Several of the 1978 provisions were directed toward encouraging a more incentive-oriented approach to personnel matters. Other measures involved the dismantling of the Civil Service Commission, the installation of new mechanisms to handle labour-management relations, the codification of merit principles, and the delegation to individual agency managements of wider personnel responsibilities. This paper raises the question of whether, four years after the passage of CSRA, there are indications that the legislation is living up to its earlier promise. Attention focuses upon the character of the 1978 measures and how well the federal service is coping, or is being allowed to cope, with the private sector-style, rewards-sanctions approach to personnel matters which was embraced by the Carter proposals. To a very significant degree the 1978 Act's provisions in that respect concentrated upon the more senior managerial and supervisory levels. It is less surprising, therefore, that many of the difficulties now associated with CSRA's implementation also are concentrated among those same groups (Senior Executive Service and merit pay). The salary and other incentives available to career executives for outstanding job performance have been eroded by Congress; the sanctions for poor performance remain, however, while worries persist about the possibilities of manipulating the new performance appraisal procedures in order to harass or remove career government officials. Meanwhile, the bulk of the federal service is, in practice, largely unaffected by the new performance appraisal arrangements. Many of the concerns about CSRA have been reinforced by the actions of the Reagan Administration and the 97th Congress. The bonus system for career executives remains under siege, the pay cap remains intact, while there are more general doubts about the Reagan Administration's commitment to civil service reform. The locus of responsibility for overseeing CSRA's implementation remains unclear, while there is evidence in some agencies that Reagan political appointees have attempted deliberately to exclude career executives from the policy process. Thus, despite the probably well-intentioned initiatives enshrined by CSRA, the US federal service still finds itself beset by problems of identity and support. It still feels vulnerable, too, to the types of political abuse from which the 1978 measures were supposed to afford protection.     

Management by Inquiry: A Discursive Accountability System for Large Organizations

Over the past decade, American police departments have developed a new management methodology that is beginning to be adopted by agencies outside law enforcement. Although the technique has been given different names by different agencies, this article refers to it generically as "management by inquiry" because the approach uses frequent, highly formalized meetings of top executives, middle management, and line personnel to inquire into the operations of individual units. The authors have had five years of direct experience with management by inquiry and have observed it in other jurisdictions. The present analysis draws on Habermas's theory of communicative action to contrast the communication premises in much management theory and practice with those implicit in inquiry-centered management. The article concludes that management by inquiry has dramatic effects on administrative behavior because it takes advantage of universal communicative norms that public administration has long overlooked.     

Thirty Years of Changing Federal, State, and Local Relationships in Employment and Training Programs

There have been three major training programs in the UnitedStates in the past thirty years: the Manpower Development andTraining Act (MDTA)from 1962 to 1973, the Comprehensive Employmentand Training Act (CETA)from 1973 to 1982, and the Job TrainingPartnership Act (JTPA)from 1982 to the present. MDTA was a categoricalprogram, with service providers funded directly by the federalgovernment. CETA was a hybrid block grant program that gavelocal units of government substantial autonomy in administeringthe basic training component, but CETA also includedcategoricalprogramsfor specific target groups and for public service employment.Over time, CETA was increasingly regulated. JTPA is regulatedmore by the states and the private sector, and in 1992 amendmentstargeted the program more sharply and restricted activitiesthat could be undertaken. Federalism in employment and trainingprograms has followed a course similar to other areas, withcooperative federalism ending in 1978 being replaced by coercivefederalism. In recent years, stales have started a number ofinnovative programs.     

ADMINISTRATIVE CHRONICLE VICTORIA*

In its final months the outgoing Thompson Liberal Ministry was largely pre-occupied with the implementation of its New Directions strategy. It introduced a public service bill in December to bring about greater effectiveness in the public service and ensure that its policy priorities were understood, thus complementing the Effectiveness Review Committee already set up, and it began a review of the three central coordinating agencies, the Public Service Board, the Treasury and the Department of the Premier, with an independent American consultant. The thrust of these three measures was to advise the government on proposals to set up new departments, relocate personnel and manpower resources, to set up programs for effectiveness reviews, and to bring forward amendments to the Public Service Act of 1974 which had followed Sir Henry Bland's inquiry in the early 1970s. These were intended to give the Public Service Board extended powers to allow it to conduct effectiveness reviews into statutory authorities, to extend Board employment powers to such authorities and to bring them into the public service framework, ensuring a more cohesive and less fragmented State public service. Senior staff could now be employed on term appointments, with performance-oriented objectives, giving greater flexibility at the top. And finally, the Board was to have power to become involved in specific industrial issues at the departmental level, sharpening its current generalized industrial powers.     

The Impact of Customer Orientation on Government Employee Performance

ABSTRACT

This article explores the impact of “customer service” orientation on government employee performance. Although public organizations have been encouraged to become customer-centered organizations, concerns exist about the application of such market orientations to the management of government organizations. This article joins in the customer orientation debate by exploring the impact of customer orientation on employee motivation and performance. Using quantitative and qualitative analysis of data from civilian employees at a Department of Defense installation, this study explores the impact of customer orientation on employee performance and motivation, across time and work roles.

Consistent with previous research that suggests that customer orientation is positively associated with public and private employee performance and work attitudes, the results of this study suggest that customer service orientation has a strong positive impact on employee performance and motivation. Employee customer orientation provides a connection to the organization's goals consistent with employees' affective and normative values of public service, and feedback necessarily to improve service delivery. The impact of formal management systems may be enhanced by their ability to strengthen an employee's customer orientation. Ultimately, however, efforts to create a more “market”-based orientation focused on institutional customers who purchase services may have limited impact, or even a deleterious effect on, employee performance and motivation, unless also accompanied by formal linkages to service beneficiaries.     

LET THE MANAGERS GOVERN: MINISTER-BUREAUCRAT RELATIONSHIPS IN NEW SOUTH WALES

Abstract: This article considers the relationships between ministers and chief executives in the New South Wales Liberal-National government. It looks at how ministers have set about taking charge of the public service against the background of the new political and economic realities confronting the state government. Senior ministers have consciously sought to limit their dependence on public servants and they have used a range of strategies to do so. They have remoulded the public service in a new "managerialised" form. Policy-making has been further internalised into ministerial offices and party circles and away from departments. The role of cabinet has been strengthened to impose a new corporate purpose as a counterbalance to traditional departmental interests. New incentive systems, based on contract employment and performance agreements, have been introduced to focus public service loyalties on the goals of the government. Advocates of managerialism, usually career public servants, have been appointed to key positions. Ministerial advisers have been used as countervailing sources of advice and as extensions of ministerial authority. Many ministers themselves have assumed an involved style of ministerial management of departments.     

An Organizational Echelon Analysis of the Determinants of Red Tape in Public Organizations

This article adopts an organizational echelon approach to the study of red tape in public organizations and argues that the nature and extent of red tape will vary at different levels of the organizational hierarchy. These propositions are tested with a multiple‐informant survey using a lagged model. The empirical results across the three organizational echelons sampled indicate modest variations in the levels of perceived red tape and major variations in its determinants. Results from the more senior managers uphold prior research findings and hypotheses on the determinants of red tape. This is not surprising because earlier studies typically sampled senior executives. Yet the lower down the organizational hierarchy one travels, the more red tape officials perceive and the more multifaceted the findings on determinants become. The authors conclude that prior empirical work is likely to have underestimated the extent of red tape in public organizations, and oversimplified its determinants. The implications for theory and practice are discussed.     

Enhancing organizational effectiveness in developing countries: The training and visit system revisited

Improving the effectiveness of public sector organizations in developing countries has become a major focus for national governments and foreign aid agencies. This study reviews the experience of a major organizational reform strategy, the training and visit system of extension, that has operated for more than 20 years. Several lessons drawn from this experience are that aid donors must: (i) eschew their preference for organizational blueprints and recognize the contingent nature of reforms; (ii) recognize that many public sector organizations have only a small ‘controlled’ decision-making space and thus pay more attention to ‘influenceable’ decision-making opportunities; (iii) acknowledge that machine model approaches are likely to reinforce the negative aspects of hierarchical control in bureaucracies, and; (iv) pay much more attention to organizational sustainability in terms of finance and strategic management capacity.     

Trends in training public managers: A report on a commonwealth seminar

This article reports on a conference on issues and trends in training practicing public managers. Some trends identified include: greater competition between civil service colleges and outside providers of training; university programs that compete in this market being based in business schools or autonomous units, rather than in traditional political science departments; a convergence among training providers on the use of adult education methodology; elite training programs now playing a larger role in training the entire public service; and some civil service training institutes simultaneously identifying more closely with strategic government priorities and developing a research role comparable to the university.     

People must change before institutions can: a model addressing the challenge from administering to managing the maltese public service

The Maltese public service is currently undergoing major organisational changes to enhance its efficiency and effectiveness in its service delivery. The great majority of these changes have focussed on re‐organising the macro‐level, namely strategy, processes and structures. This is not an easy feat as local external power forces leave their impact in the process. It is argued, however, that one way to circumvent these resisting forces is to empower the real agents of change: the administrators of the public service. For some reason, the micro‐level has been neglected and has been generally absent from the agenda of the major change programme with a few exceptions. This article throws light on this level by proposing an intrapersonal, psychological and pedagogical model for change that may complement and accompany the larger macro changes. The authors suggest that the model can be developed in a practical way to motivate change from within the person and not just push change around the person. Copyright © 2005 John Wiley & Sons, Ltd.