Locating service offices: a multicriteria approach

The problem considered is the location of regional service offices in the expanded operating territories of a large property and liability insurer. These offices serve as first line administrative centers for sales support and claims processing. The location of the regional service offices is determined through a zero-one linear multiple objective programming model. The criteria and constraints of the model reflect investment and operating costs, budget considerations, and a measure of the service level provided.     

Goal setting and efficiency in social service agencies

Generally, service agencies are either private or public non-profit firms. This paper analyzes the provision of services in terms of the developing theory of non-profit institutions. The primary purpose of the paper is to present the indicator-operational target approach as a way of monitoring and improving the effectiveness of social service agencies. In addition, a system of internal and external checks, developed by Gordon Tullock, and alternatives for improving incentives and institutions, developed by William Niskanen, are presented.     

Planning for a university,using interactive forecasting

The benefits of programme review, forward planning and control have been demonstrated at the university-wide level. Within a faculty or department, there is also a clear need for developing and using planning methods which are rationally based and forward looking if appropriate responses to changing social and academic trends are to be made. This paper delineates a number of planning and control variables encountered at the faculty or departmental level, describes the development and use of a computer-based interactive forecasting model, and discusses the advantages and limitations of such models in planning a faculty's progress toward its goals.     

Local government service systems improvement: exposing the social networks

Using a local government (LG) case study, this paper describes and qualitatively explores the value and use of social network analysis (SNA) in creating a rich environment for service network innovation and development. The case study analysed manages regional planning development applications and involves a complex social network. The study underpins the view that in LG service environments, mechanistic models for systems improvement are on their own inadequate. SNA constitutes an essential complementary development framework underpinning continuous innovation through human and social capital development. Findings presented are profound for local government and multiple service contexts and argue for a greater emphasis on understanding and developing the human and social aspects of service systems as opposed to a predominant technical systems bias.     

Organizational climate and burnout in a New Zealand social service agency

Abstract

A two-phase study was conducted on the relationship between organizational climate variables and burnout among personnel in a multifunction community service agency. Initial interviews with a small pilot sample identified major sources of stress, which were then incorporated into a second-phase questionnaire to all staff. Multiple regression analyses illustrated that perceived interactions between head office administrators and sections of the agency contributed significantly to emotional exhaustion, whereas perceptions of within-section interactions and involvement in decision-making had a positive impact on personal accomplishment. Perceived communication levels, however, were negatively related to personal accomplishment. The findings suggest the importance of organizational variables and highlight strategies for burnout reduction and effective stress management in human service organizations.     

Organizational climate and burnout in a New Zealand social service agency

A two-phase study was conducted on the relationship between organizational climate variables and burnout among personnel in a multifunction community service agency. Initial interviews with a small pilot sample identified major sources of stress, which were then incorporated into a second-phase questionnaire to all staff. Multiple regression analyses illustrated that perceived interactions between head office administrators and sections of the agency contributed significantly to emotional exhaustion, whereas perceptions of within-section interactions and involvement in decision-making had a positive impact on personal accomplishment. Perceived communication levels, however, were negatively related to personal accomplishment. The findings suggest the importance of organizational variables and highlight strategies for burnout reduction and effective stress management in human service organizations.     

The social construction of the meaning of acute stressors: a qualitative study of the personal accounts of police officers using a stress counselling service

The police profession is one in which acute stressors are encountered more frequently than in other occupations. Using the personal accounts of 35 police officers attending an in-house stress counselling clinic, the aim of the present study was to provide a qualitative examination of how the institutional context of policing influenced the ways in which acute stressors signified to individual police officers experiencing felt distress. Using the framework of Rational Emotive Behaviour Therapy as an analytical tool, it is argued that beliefs contributing to the experience of felt distress are related to the way in which policing as both an identity and an activity is constructed through the police organizational culture. Not only do these constructions influence the ways in which officers perceive themselves and their environments, but they also operate at the collective level to 'normalize' some emotional responses and to 'pathologize' others which, it is argued, could impact upon the outcomes of interventions such as stress counselling.     

The social construction of the meaning of acute stressors: A qualitative study of the personal accounts of police officers using a stress counselling service

The police profession is one in which acute stressors are encountered more frequently than in other occupations. Using the personal accounts of 35 police officers attending an in-house stress counselling clinic, the aim of the present study was to provide a qualitative examination of how the institutional context of policing influenced the ways in which acute stressors signified to individual police officers experiencing felt distress. Using the framework of Rational Emotive Behaviour Therapy as an analytical tool, it is argued that beliefs contributing to the experience of felt distress are related to the way in which policing as both an identity and an activity is constructed through the police organizational culture. Not only do these constructions influence the ways in which officers perceive themselves and their environments, but they also operate at the collective level to 'normalize' some emotional responses and to 'pathologize' others which, it is argued, could impact upon the outcomes of interventions such as stress counselling.     

Computing an effective decision making group of a society using social network analysis

Recent years have witnessed how much a decision making group can be dysfunctional due to the extreme hyperpartisanship. While partisanship is crucial for the representatives to pursue the wishes of those whom they represent for, such an extremism results in a severe gridlock in the decision making progress, and makes themselves highly inefficient. It is known that such a problem can be mitigated by having negotiators in the group. This paper investigates the potential of social network analysis techniques to choose an effective leadership group of a society such that it suffers less from the extreme hyperpartisanship. We establish three essential requirements for an effective representative group, namely Influenceability, Partisanship, and Bipartisanship. Then, we formulate the problem of finding a minimum size representative group satisfying the three requirements as the minimum connected \(k\) -core dominating set problem (MC \(k\) CDSP), and show its NP-hardness. We introduce an extension of MC \(k\) CDSP, namely MC \(k\) CDSP-C, which assumes the society has a number of sub-communities and requires at least one representative from each sub-community should be in the leadership. We also propose an approximation algorithm for a subclass of MC \(k\) CDSP with \(k=2\) , and show an \(\alpha \) -approximation algorithm of MC \(k\) CDSP can be used to obtain an \(\alpha \) -approximation algorithm of MC \(k\) CDSP-SC.     

The development of strategic management in the non‐profit context: Intellectual capital in social service non‐profit organizations

Very little systematic research has examined the applicability of strategic management concepts including SWOT (strengths, weaknesses, opportunities and threats) analysis, industrial organization, resource‐based view and core competency, knowledge‐based view, Balanced Scorecard and intellectual capital (IC) through the lens of strategic management development in the non‐profit context. This paper aims to examine the above concepts in the light of the unique non‐profit environment and determine which one is most applicable to social service non‐profit organizations (SSNPOs) in the knowledge economy. Based on a review of the development of strategic management with a focus on the above concepts within the non‐profit context, this paper argues that the IC concept is more effective compared with the other concepts in the social service non‐profit sector. The paper is considered as a starting point and serves as a milestone in applying IC as a strategic management conceptual framework in the social service non‐profit sector. It helps to build a nascent body of literature suggesting that IC can be used as a competent strategic management conceptual framework in the social service non‐profit sector. A better understanding of the strategic management development in the non‐profit context also helps non‐profit leaders to appreciate that IC is the most appropriate strategic management concept in SSNPOs. The increased awareness of the IC concept in SSNPOs, as a result of this paper, will probably generate further research from both academic scholars and non‐profit practitioners.     

Measurement of tourist hotels׳ productive efficiency,occupancy, and catering service effectiveness using a modified two-stage DEA model in Taiwan

This study develops a modified two-stage model to evaluate productive efficiency, occupancy, and catering service effectiveness of Taiwan׳s international tourist hotels. The difference between the modified and original two-stage model is that the modified two-stage model allows for multiple efficiencies to be calculated in the unique stage and the concept of intermediate input is introduced.The modified model was tested using 58 Taiwanese international hotels and the results show the modified model offers a more efficient and effective approach in calculating all the efficiencies in a single data envelopment analysis (DEA) implementation as opposed to independent efficiency calculations.