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Articles S1 (customer orientation and management control in the public…
Articles S1
customer orientation and management control in the public sektor: A garbage can analysis
introduction
The paradigm shift of recasting citizens as customers and trying to reform management control within public sector to become more similar to the privet sector with its customer value focus.
outcome research strands
critical theory perspective
claims
customer orientation reinforces the commodification of services and undermines equity and democratic control
recasting citizens as customers mask changing power relationships to the detriment of the traditional public service ethos
critizism
offers limited emperical insights
features
theoretical
critical
institutional theory perspective
examine how the paradigm shift influenced institutionalization of novel performance measure practices in swedish university etc
featuires
empirical
theroetical framework
decision making
models
Reaity does not reduce to simple models
garbage can model of organizational decidsionmaking
claims
decision process
concepts
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insights
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involves loosely coupled assemblage of choice opportunities, participants, problems and solutions
history
emerge as a reaction agains overly structured conceptualizations of organizational decision-making embedded in traditional rational choice models
system 1 and 2 model of individual decisionamaking
structured homo economicus models
institutional theory
political perspective
mobilization of organizational action in garbage can sitiuations is facilitated by reliance on powerful ideologies
the growing customer orientation in the public sector is one such an ideology
criteria for constitute effective means of resolution and providing forceful guidance for organizational change
ideologies needs to be clear, internally consistent and largly uncontested
paradigms
traditional public service ethos
Customer orientation
exempel
värdebaserad vård
function
simplifies reduces complexity and ambiguity
control
management control
models
TQM
formal control
informal control
research context and design
Garbage can model of organizational choice
concepts
organization
types
organized anarchies
properties
problematic preferences
ill defined
inconsistent
rather a loose collection of ideas than as a coherent structure
discover preference throughout action rather than acting in basis of preferences
unclear technology
the processes by which results are made are not understood by the members
operates on the basis of simple trial-and-error procedures, the residue of learning from accidents of past experience, and pragmatic interventions of necessity
fluid participation
participants vary in time and effort they devote to different domains, involvement varies from time to time
results in
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further reserach/development in order to develop the model
in order to integration with behavioral theories
important to understand two major phenomena
What activates members of the organization, how is attentions allocate?
how do organizations make decisions without consistent shared goals?
normative theories
of intelligent decision making under ambiguous circumstances
of attention
revised theory of management
current theory assumes the existance of well-defined goals and technology and substantial participant involvement
def
organizations or decision situations characterized by three general properies
organizational decisionmaking
perspectives
Garbage can view
properties
issues and feelings looking for decision situations in which they might be aired
solutions looking for issues to which they might be the answer
decision makers looking for work
collection of choices looking for problems
concept
a decision
an outcome or interpretation of several relatively independent streams within an organization all putting a demand on limited attention
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garbage can model
basic variables
stream of choices
stream of problems
a rate of flow of solutions
a stream of energy from particiapants
key behavioural assuptions
energy additivity
energy allocation
problem allocation
interaction with organizational structure
organizational structure influence outcomes of a garbage can decision process in diffrent ways
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on organizational decisionmaking
parameters
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traditional view
vehicles for solving well-defined problems or structures within wich conflicts are solved
aims
development of a model for describing decision making within organized anarchies
Rational decision making in organizations