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The purpose of this research paper is to identify the impact of contextual and processual factors on the development, use and impact of performance measurement systems in voluntary and community organisations.

The paper reviews the applicability of business and public sector performance measurement frameworks to voluntary organisations. It presents the findings of a study through four case studies and draws conclusions on the impact of measurement systems in the voluntary sector.

The research identifies a low utilisation of performance measurement frameworks and discusses what systems are currently used, how such systems are administered and the impact of measurement on performance.

The evidence is based on four micro‐voluntary organisations that receive public sector funding. The findings are based on the perceptions of the organisations delivering the services and illustrate the relationship between the public and voluntary sectors. Further, cases utilising a range of stakeholders should be studied to examine the validity, reliability and generalisability of the presented results. However, given that there is practically no empirical evidence at all on this issue at present, the study provides useful evidence that can be further developed.

The research findings present contextual and processual barriers to measuring the efficiency and effectiveness of voluntary organisations. For performance measurement frameworks to support current practice, these barriers need to be recognised and addressed.

The paper highlights performance measurement implications for a sector that is unaccustomed to scrutiny. As little research has been conducted within this sector, these findings contribute to the body of knowledge.

Explores the links between processes of globalization and new public management (NPM), and examines their effects on the management of the police in particular. Assesses whether managerial unity or managerial disunity will characterize the future of police management. Looks at the effects of globalization on academic disciplines; the role of the State in an era of globalization; the rise of NPM; the effects of NPM on the management of the British police; the implications of police management reform for the police; and future scenarios of police management.

It is a point of continuing debate whether the study of public administration can in any circumstances be graced by a disciplinary label. Rhodes (1996), for example, has argued that the study of British public administration was traditionally insular, dominated for a long period by an institutionalist tradition characterized by an interest in administrative engineering, but a distaste for theory. As Rhodes also observes, this position emphasized, albeit in a traditional sense, the political and ethical context of administration public administration existed within a wider framework of accountability relationships and political and moral responsibilities. We might add to this the way government and public administration was seen as linked within a framework of administrative law, which, while not formalized in the sense of continental Europe, was important.

The concept of community leadership is examined, using a model with four arenas of leadership. Little attention has been paid to the capabilities which managers (as well as councillors and staff) need to perform effectively in this new leadership role. The paper is based on a case study of a highly innovative council. The paper examines three issues: the capabilities required for community leadership in terms of working with communities, in terms of working in partnerships, and the management development programme to support cultural change. The research shows that service delivery in the context of community leadership is increasingly complex, varied and outwardly focused. New skills include responding as well as directing, using lateral as well as vertical skills, having an impact on other organizations, not just one’s own. These have major implications for hierarchical organizations and professionally‐driven services. The development of a community leadership focus also contains tensions for the management of performance and motivation.

This paper is focused on sectoral restructuring and changes in industrial relations in further education (FE colleges) during the 1990s, brought about by the 1992 Further and Higher Education Act. Its concern is particularly with the workplace implications of such restructuring and change for lecturers' union representatives and their members. The very rapid pace and fundamental nature of these developments generated deep and considerable workplace discontent, lecturers were denied an effective voice for the expression of this discontent and something close to a “Bleak House” scenario in FE colleges was created. There was a significant departure from what were essentially corporatist industrial relations traditions in the sector, and the paper suggests that there has been a lasting and critical effect on the nature and trajectory of industrial relations in FE in spite of policy initiatives and developments in the post‐1997 period of Labour government.

Nonprofit performance measurement is receiving increasing academic and practitioner attention, but the design of nonprofit measurement systems has received limited consideration. This is in contrast to the well‐established body of knowledge that focuses on performance measurement in private and public sector organisations. The purpose of this paper is to ascertain whether this body of knowledge can be used to inform the design of nonprofit performance measurement systems.

A case study approach was taken to examine the performance measurement practices used in six nonprofit organisations and their associated funders and regulators. A total of 24 managers from 18 organisations took part in the study.

The study found underdeveloped and resource intensive performance measurement systems in the majority of organisations that were examined. The performance measurement literature from the private and public sectors advocates the development of relevant, balanced, integrated, strategic and improvement‐oriented performance measurement systems; concepts that have received limited consideration in the nonprofit literature. This research found that performance measurement system design principles developed for the private and public sectors were applicable to the nonprofit sector.

Whilst a range of stakeholders was included in the research, further work is required to validate the applicability of the findings to the diverse nonprofit sector. Nevertheless, given the dearth of operations management focused research on nonprofit performance measurement systems this study makes a useful contribution.

The study presents empirical evidence of the myriad criteria and processes that are used to measure nonprofit performance. The paper shows that current measurement practice is detracting from the performance of nonprofit organisations.

Despite the perceived uniqueness of the nonprofit sector, this paper shows that learning from the private and public sectors can be used to inform good practice in nonprofits. As relatively little research has been done in this area, the findings make a valuable contribution to the body of knowledge.

Capitalist transformation of the public sector is global phenomenon that affects many countries. This paper seeks to examine recent public sector reforms introduced by the Government of Botswana to improve civil service performance. The underlying political philosophy behind the change in the public sector is explored by relating the neoliberal ideology which is driving the reform agenda to the discourse of new public management (NPM).

A realist social theory is used to explain generative mechanisms and structures that are the driving force behind the change process.

The paper suggests that the public sector provides essential services, which many poor people in the developing world depend on. Consequently, privatisation of public services is more likely to exacerbate poverty and to intensify inequality because the private sector is profit not needs centred. Moreover, these changes will have serious consequences for the workers. Already some have been retrenched and those remaining face a new work regime. Outsourcing is one facet of it in Botswana, which is associated with poor pay and bad working conditions.

Provides a deeper understanding of restructuring of the public sector which is crucial for labour organisations and researchers on labour relations.

Previous research on Botswana reforms has tended to promote neoliberal globalisation. This is the first paper that challenges comprehensively this dominant paradigm and its accompanying ideology of NPM by offering an alternative critique from a standpoint of the poor and exploited.

The paper is based on a five year, UMIST‐Institute of Management study into the changing nature of the quality of working life and seeks to uncover differences in the incidence and impact of organizational change on the perceptions and experiences of managers in the public sector, the private sector and the (former public) utilities. The research indicates that there are significant differences in the impact of organizational change on managers in the three sectors with public sector managers and managers from the utilities having been more adversely affected. An analysis of managers’ perceptions of their “organization as a place to work”, prevailing managerial styles in their organization and managers’ perceptions of the “changing nature of their job” also reveals wide differences between managers in the three different sectors.

The paper seeks to obtain a better understanding of the extent to which service quality permeates within the Malaysian public service sector by drawing on management and customer perceptions of service quality.

Two separate surveys were distributed to managers and customers across 86 branches of a public sector department within the Malaysian Ministry. The manager survey comprised instruments relating to organisational service performance, while the customer survey contained instruments relating to service quality and customer satisfaction. A total of 430 manager and customer surveys were completed, representing a 95 percent response rate.

The results support the conceptual model in demonstrating a strong correlation between service quality dimensions, service performance and customer satisfaction. In particular, service providers classified as “excellent” were rated most favourably in terms of responsiveness, access and credibility.

The generalisability of the results is limited by the absence of the employees' perception of service quality.

This research adds to the body of knowledge relating to public service quality management.

The originality of this paper lies within the context in which this study took place. The study addresses key relationships between service dimensions, service performance and service quality within the Malaysian public service sector. Although previous research has addressed similar issues within the context of the public sector, relatively few studies pertain directly to Malaysian public services.