Showing papers on "Service provider published in 1993"

Contracting Out Government Services: Lessons from the Private Sector

Abstract: Contracting out has become a popular method of simultaneously reducing government expenditures and improving the efficiency of government services.(1) Proponents of privatization can point to the apparent satisfaction of most government decision makers in achieving the dual aims of economy and efficiency, which in turn has spurred on new contracting-out initiatives.(2) Such Structural Changes in government operations can be highly beneficial and deserve to be emulated, provided that these initiatives have been properly evaluated and their limits thoroughly understood. Unfortunately, in the case of contracting out, the benefits have been trumpeted loudly while its weaknesses have been muted. To some extent, this imbalance reflects the absence of a systematic treatment of the advantages and hence the limits of outsourcing. In this article, which supports outsourcing as a vital financial tool in the hands of government authorities, I examine contracting out in a private sector context to determine the sources of its alleged cost-savings. This will facilitate abstracting the essential lessons that can be transferred from the private sector to the public sector. One conclusion will emerge quite dearly: Contracting out is not a panacea. Indeed, at times, instead of stemming the flow of budgetary red ink, it will intensify the hemorrhage. Contracting Out in the Private Sector A business firm can acquire the resources it needs for producing its output by producing them itself, acquiring them from the marketplace on an ad hoc basis, or turning to designated suppliers. The firm will typically buy an input on the market when that resource is not unique and is readily available at acceptable prices. However, the options narrow to contracting out versus self-production when the firm anticipates supply constraints, unacceptable pricing, or unique specifications. It is this constrained choice--produce in-house or contract out--that needs to be understood. In fact, no private business firm is so integrated that it produces all the resources it uses. Companies typically contract out for physical inputs, intermediate or component products, and services used in producing the few goods or services in which the firm specializes. Furthermore, because the typical business firm is geared up for undertaking a limited number of primary activities, secondary functions are relegated to outside contractors. Finally, firms rely on contractors rather than permanent staff and facilities to meet temporary needs. These generalized statements can be easily illustrated with a simple service provider such as an automobile repair facility. The master mechanic who owns a typical small shop repairs vehicles with the assistance of a few mechanics. Parts supplies are normally obtained on an as-needed basis from a few distributors, relying on the competitive local parts market. Outsourcing is routine as well and might be resorted to when demand overwhelms the facility's capacity. The shop might contract out activities that require special skills and equipment such as wheel alignments or transmission repairs. (Although such contracts may be informal, an implicit contract that builds on a long-lasting relationship based on mutual trust may be treated for all practical purposes as a formal contract.) Other contract relationships, such as a service contract with a photocopier or computer repair service, stem from secondary functions, in this case running the business side of the operation in an office equipped with machinery that is prone to malfunction. So, too, will the shop have a contract with a health maintenance organization to cover the medical outlays of the owner and staff. Finally, outside architects and construction crews will manage plant modernization plans and their execution. Similarly, a retained attorney will handle the occasional legal brief and an accountant will file the periodic tax forms. This illustration, however, begs the "contract out versus in-house production" question. …

Personal assistance system and method for use with a cellular communication system

Abstract: A personal assistance system and method for use with a cellular communication system operating over a cellular communication band and having a plurality of cell-sites. A transceiver transmits to the cell-sites a spread spectrum burst of pulses including a service request codeword indicating a request for service from a service provider. A proxy cell-phone, coupled to a preferred one of the cell-sites, originates a cellular call on the cellular communication system to a destination number of the service provider and on behalf of the transceiver to thereby create a cellular communication link between the transceiver and the service provider. A transceiver location feature provides the service provider with the geographic location of the transceiver.

Service Quality: Recent Developments in Financial Services

Abstract: Banks and other financial services providers are increasingly developing service quality initiatives. In this article some of the research literature on service quality is considered to include definitions, determinants and measurement of quality. Attention is also given to research applications which focus on management, employee and customer perspectives. In addition, a number of continuing service quality concerns are highlighted, relating to changing customer expectations, the need for an integrated approach to service quality and the development of service quality measurement tools.

Perceived helpfulness and use of professional services by abused women

Abstract: Many abused women use professional and community services and begin to talk to professionals about the abuse they have endured. This article presents and discusses results of a study of 270 abused women who used the services of professionals and service agencies. The article presents information on the frequency of contact and the perceived helpfulness of different professions. Also presented are the types of responses which were considered to be useful and ineffective. This study revealed that the most frequently contacted professions were not necessarily perceived to be the most helpful. Further, certain responses of the service providers were more frequently reported to have value.

The management and marketing of services

Abstract: Establishing a framework for service creation and delivery - Introducing services Understanding organizations Service design Service setting Managing customer and service interaction - Service quality Service encounter Service employees Managing demand and supply Service communications Controlling service delivery - Performance measurement Monitoring and evaluating the service Satisfaction guaranteed.

Determinants of success in service industries: a PIMS‐based empirical investigation

Abstract: Attempts to determine the key strategic variables that lead to superior financial as well as competitive performance. Investigates the effects of strategic variables on service provider′s risk levels. Suggests that integrating forward, having a relatively larger market share, sharing customers with other business units in the firm, having strong service image, and being in a market with a small number of competitors positively influences market share.

Quality of care in family planning: clients rights and providers needs.

Abstract: Quality of care means that the needs of the clients in the context of their personal life should be the major determinant of the behavior of the providers and the goal of the programs. Since family planning has been recognized as a right of individuals and couples, quality of care can be focused as a right of the client. Ten rights of family planning clients have been outlined by the International Planned Parenthood Federation (IPPF) as follows. Rights to: information, access, choice, safety, privacy, confidentiality, dignity, comfort, continuity, and opinion. The responsibilities for quality of care, and therefore fulfilling the rights of the clients, are distributed throughout the whole family planning program, but those who are actually seen as most responsible are the ones who are in direct contact with the clients--the service providers. A strategy for quality of care cannot be realistic without recognising that service providers have their own needs which can be outlined as: training, information infrastructure, supplies, guidance, back-up, respect, encouragement, feedback, and self-expression. When fulfilling the rights of the clients and needs of the service providers, both technical and human aspects should be taken into account.

Integrating Service Strategy in the Manufacturing Company

Abstract: An integrated approach to after-sales support. The role of field service. Corporate strategy and service management. Developing the service planning and information systems. Designing the service organizational structure. Auditing field service performance. Application and results, a case study. Appendices: Presentation of analysis pattern for after-sale Support organization Survey of after-sale support organizations Presentation of the sample firms Forecasting and methods for expressing needs for parts.

An exploratory investigation of consumer decision making in the service sector

Abstract: Explores the set of service firms actually considered by consumers for a purchase (the evoked set), the ratio of the evoked set to the total number of service providers, the number of evaluative criteria used to evaluate services, and the perceptions of risk associated with the purchase of consumer services.

The TINA initiative (intelligent networks)

Abstract: The telecommunications information networking architecture (TINA), which builds on the current advances in broadband communication and distributed computing technologies, specifying a software-based architecture for future information networks that are required to transport multimedia information and manage multimedia communication, is described. An important aspect of the architecture is that service segment functions are separated from delivery segment functions. Another key aspect is the elimination of the rigid division between network applications and operations applications that exists in current-day networks. In the TINA architecture, both kinds of applications execute on a common distributed processing platform that hides from applications the effects and complexities introduced by distribution. The architecture supports application interoperability enabling flexible construction of services, composed of service components distributed across network domains, allowing network operators and service providers to cooperatively meet the needs of the user. >

Service recovery in health services organizations

Abstract: Service recovery is defined as that part of quality management designed to alter the negative perceptions of dissatisfied consumers and to ultimately maintain a business relationship with these consumers. This article explores the theoretical and operational implications of service recovery in health services organizations. A framework that defines the range of possible service recovery actions is presented. Next, the benefits of and obstacles to service recovery in health services firms are discussed, and solutions for overcoming these obstacles are presented. Finally, the critical components of an effective service recovery program are described, and an agenda for empirical research on the efficacy of service recovery activities is proposed.

Consumer evaluation processes in a service letting

Abstract: Tests, through a child care choice survey, a number of hypotheses put forward by Zeithaml concerning the process of consumer search for services. Finds that personal sources of information about services are far more important to buyers than are mass media sources, that consumers limit their search to one or two service providers, that price and physical attributes of services are less important in choice than experiential, abstract qualities, and that consumers do not generally switch providers voluntarily.

Patient participation in decision-making and consent to treatment: the case of general surgery.

Abstract: Recent political initiatives have sought to encourage patients to seek increased participation in decision-making on treatments. In NHS surgical care, the consent process begins most commonly with an outpatients consultation within which the implicit rules of communication and participation are conveyed to patients by the setting, and the routines of the service providers. The signing of the consent form just prior to surgery while on the ward tends to be a re-affirmation of the strengths and weaknesses of the relationship established there and the discourse on which it is based. The reflections of surgical patients and staff reported here suggest that politico-legalistic measures to encourage and increase patient participation in surgical decision-making will continue to be frustrated. This may occur not simply because of a natural desire on the part of surgeons to reaffirm established professional rights to control the form and content of consultations, but because more demanding patients will disrupt the methods by which surgeons and other service providers have been able to fulfil the demands for patient throughput which a pressured health care system places on them.

Homelessness, health care, and welfare provision

Abstract: Homelessness, Health Care and Welfare Provision is the first known publication in which service providers examine the particular difficulties encountered by homeless people in gaining access to healthcare, both in Britain and the US. Specific chapters examine the complex issue of mental health and homelessness, responses to single homeless people with drink-related problems and the particular problems experienced by young single homeless people and homeless women. _

Huntington's disease--falling through the net.

Abstract: A survey was undertaken in Leicestershire of 25 carers of patients suffering from Huntington's Disease. The needs of families suffering from a late onset hereditary disease cross many service boundaries, thus providing a challenge for service providers. The results of the survey show that the service provision for people caring for patients with this disease are poor, particularly the availability and difficulty in access of some services. Two of the carers' most basic needs were for better residential care for their relatives and access to a source of long-term follow-up.

How to Increase Market Orientation

Abstract: Distinguishes between consumers and customers, shows how these two groups′ requirements of a particular service often differ; proposes that services within health care need to be marketed to both categories. Recognizes the need for the health and social care services to be more market‐oriented. Offers guidelines for introducing or increasing market orientation which are applicable to a large range of service organizations; lists and discusses 13 pointers which are relevant from the viewpoint of the purchasing/ commissioning organizations and the service providers.

Promoting customer contact people: a key difference in service and product advertising

Abstract: Employs content analysis of advertisements for both products and services in 13 major newspapers. Seeks to understand how advertising information on service providers is integrated into service advertising strategy. Suggests that service advertising is far more likely than product advertising to contain information about contact people. Offers ways of improving the advertising strategy of service marketers.

Quasi-Markets and the Reform of Community Care

Abstract: The White Paper, Caring for People: Community Care in the Next Decade and Beyond (Department of Health, 1989a) was published in November 1989. Its main recommendations were subsequently included in the National Health Service and Community Care Act 1990. This chapter looks at the early attempts of social services departments in two shire counties to think through their response to the emphasis of the White Paper on the need for social services to develop an enabling role which makes maximum use of the independent sector. This emphasis upon developing a range of service providers flows from a belief that the introduction of market elements into the provision of social care services will improve their efficiency and consumer responsiveness. The first section places the case studies into this national context not only by looking at recent debates about community care and the proposals of the White Paper but also by reflecting upon the broad trend to introduce market elements into a wide range of public services. This is followed by a description of community care arrangements, both present and proposed, in the two shire counties and a consideration of the extent to which the future pattern of provision is likely to possess the characteristics of an efficient market. The paper concludes with a general discussion of implementing markets in social care.

Relationship Marketing at the Service Encounter: the Case of Life Insurance

Abstract: This article details empirical evidence to suggest that, by and large, UK life insurance salespeople fail to be client-driven in their approach to customer service. Furthermore, there is insufficient attention given to the nature of exchanges between service provider and purchaser by these staffs. Therefore, by implication, there is a deficit in relationship marketing implementation at the service encounter and workbench level.

Questions of Balance: Issues Emerging from The Introduction of the Hormonal Implant

Abstract: The Alan Guttmacher Institute takes a critical look at the practical aspects of obtaining and providing the hormonal implant Norplant in the US service delivery system It focuses on financial accessibility of the implant and raises questions about the role of service providers in implant counseling and removal In the US access to a complete range of contraceptive options usually hinges on income and insurance coverage Since the initial price of Norplant is high ($365) the public sector cannot assure a full range of methods The price precludes most low-income women who do not quality for Medicaid from using Norplant Many people want the price to be reduced particularly because a private foundation and public funds shouldered much of its development costs In some cases the private company and publicly funded contraceptive development organizations have negotiated a price reduction for public sector family planning providers The current debate over national health care financing must result in coverage of contraceptive services and supplies for all methods Safeguards must be in place to make sure that women voluntarily choose the implant and continue to use it Providers need to counsel women about all the risks and benefits of each contraceptive method potential side effects and how to obtain financial and clinical access to start continue and discontinue method use Family planning providers need to put as much attention on access to removal as on access to insertion For example the initial fee could include the cost of removal The Population Council and health agencies in California Florida and North Carolina provide guidelines for implant provision and on informed and voluntary method choice Public policy needs to uphold equal access to use and to discontinuation of methods especially when public funds have been used

Australian Service Providers' Responses to Elder Abuse

Abstract: This article presents the findings of a survey of 175 service providers in Sydney, Australia, the majority of whom were doctors in general practice Thirty-two percent of respondents had encountered cases of physical, psychological, or financial abuse or caregiver neglect of people 65 years old and over Community nurses and social/welfare workers were particularly likely to have encountered cases of abuse The findings suggest that coordination between health, welfare, and criminal justice agencies in Australia needs improvement Policies to address elder abuse and neglect in Australia are in their infancy As a priority governments should work towards effective training of professionals and appropriate intervention guidelines for services

Design in the service sector

Abstract: Explains that an overwhelming cause of product and service dissatisfaction is a lack of understanding of customer requirements. Discusses the role of design and its management in the services sector, which entails harnessing the skills of the whole organisation. Argues that to provide an efficient and effective service, a design ethos needs to be adopted whereby the concept of service is treated as in the development of world‐class manufacturing products.

The Impact of Electronic Data Interchange (EDI) on Competitiveness in Retail Supply Chains

Abstract: Increasingly, management attention is focusing on the issue of how the flows of material and information passing along the supply chain can be managed more effectively. Over the past number of years, developments have taken place in the information technology area which have helped companies to seek improvements not only in the management of such flows internally but also in the way in which they can communicate with other organisations. This paper focuses on one such development--Electronic Data Interchange (EDI) and presents findings relating to a pilot EDI experiment carried out in the retail sector, in the Republic of Ireland. ELECTRONIC DATA INTERCHANGE IN CONTEXT The need to exchange data lies at the centre of the interaction process between buyers and sellers. In the typical business environment such data would include delivery notes, sales invoices, stock information, purchase order forms and other trading documents. With an ever-growing volume of business transactions, many companies are beginning to explore the possibility of moving towards "paperless trade" procedures in the leaner supply chains of the nineties. Benjamin et al. (1990) have documented the confusion that prevails in defining EDI in the context of inter organisational systems . For instance, Stock and Lambert (1989) describe EDI as simply a process where one computer communicates with another. However this definition is too simplistic in that it fails to identify the distinguishing characteristics of EDI. Cunningham and Tynan (1990) have criticised such loose definitions and suggest a more generic approach under the heading of electronic trading. This encapsulates three types of system, viz. person to person, computer to computer and person to computer. Ody (1990) observed that there are many ways of exchanging data electronically ranging from a magnetic tape sent by courier to permanent linking line systems. In an environment however where a company needs to establish links with many suppliers, it is not feasible to have a number of dedicated PCs, each communicating with a different customer via a fixed line. This is especially so in the retail sector where a large multiple such as Tesco, may have many branches, linking with hundreds of suppliers. The distinctive feature of the EDI approach is that in order to transfer data to a remote location, the document must initially be converted into an agreed EDI syntax (grammar) and relayed in such a manner that it is error free and cannot be repudiated. Conversion of data to a specific syntax (e.g. the United Nations EDIFACT standard), takes place at the originator's premises. The resulting data in syntax is then transmitted via a third party value-added network (VAN) provider to be relayed to the intended destination. The service provider acts as an electronic "mailbox" and performs a number of functions: * It will take in data on a 24-hour basis and hold it until the intended destination is ready for reception. This is convenient in cases of destination system failure or maintenance downtime and where there are different time zones between the trading partners. * It records all transactions made and relays reports of data successfully or otherwise transmitted or received to the communicating parties. This nonrepudiation feature is important for audit purposes. * It provides protection against accidentally lost information. Messages will be kept on the system until they are erased by others. The data is received by the destination user by downloading the necessary information from the service provider. The data is still in its syntax format and is converted into a form understood by the destination location, i.e. for integration into their computer accounts and order processing system. In this context, electronic data interchange can be defined as the interchange of trading documents within internationally agreed formats and standards using value added services. …

Users and providers: different perspectives on community care services

Abstract: Elderly clients usually express satisfaction with their services when they are asked. Surveys of clients and carers therefore have to take this tendency into account. It is important not to ask direct questions and to allow for positive, neutral and negative responses, otherwise positive responses will be overestimated. A survey of clients and carers served by a community psychogeriatric service indicated that the way a service is delivered can be more important than what is provided. The differences between staff and user perceptions of services are analysed. There are theoretical reasons for the differences connected with the combination of care and control exercised by service providers. There are also practical reasons in terms of staff perceptions, which are dominated by process, and client perceptions, which are more directly influenced by the services as they are actually delivered. Attempts to incorporate users' views into the processes of service delivery need to understand these differences and to acknowledge the limitations of user satisfaction surveys.

Management of virtual private networks for integrated broadband communication

Abstract: Management of Virtual Private Networks (VPNs) is becoming an increasingly important issue in the context of integrated broadband communication (IBC). In the near future corporate customers may want to subscribe to broadband VPN services offered by globally operating service providers to replace most of their leased line services that are used today to build their corporate networks. The concepts historically known as characterizing VPNs, such as the concept of closed user groups, will still be valid, but the importance of VPN service features and, in particular, the set of VPN management services offered to VPN customers will become dominant. In this paper we present a detailed technical approach to the management of broadband VPNs based on current technology and common standards. In particular, we discuss architectural solutions, management interfaces and management services provided at these interfaces, as well as managed objects.