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Article
Publication date: 11 November 2020

Aki Jääskeläinen, Virpi Sillanpää, Nina Helander, Riikka-Leena Leskelä, Ira Haavisto, Valtteri Laasonen and Paulus Torkki

This study aims to report the design and testing of a maturity model for information and knowledge management in the public sector, intended for use in frequent monitoring, trend…

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Abstract

Purpose

This study aims to report the design and testing of a maturity model for information and knowledge management in the public sector, intended for use in frequent monitoring, trend analysis and in-depth analysis of the contemporary information and knowledge management practices of an organization.

Design/methodology/approach

A design science approach was used to develop the proposed model. Creation of the model was based on an extensive literature review. Testing of the model was implemented as a survey receiving 37 responses from nine organizations organizing and purchasing public services.

Findings

The study presents four alternative profiles for an organization’s status, novice, experimenter, facilitator and advanced exploiter, and investigates the differences between these profiles on the basis of the empirical data gathered. The model was found to be both a valid and practical way to determine the state of an organization’s information and knowledge management and identify development needs.

Research limitations/implications

Testing was conducted in the Finnish public sector and further studies applying the model could be implemented in other countries. The model presented was designed specifically for the public sector and more research is needed to test its applicability in the private sector.

Originality/value

Maturity models are useful when evaluating information and knowledge management status in an organization, and beneficial for improving organizational performance. The proposed maturity model combines the fields of knowledge management and information management and contributes to the literature with an overarching maturity model that includes a dimension of satisfaction with the organizational maturity level. While many earlier models originate from the consultancy business, the model presented here was also designed for research purposes and tested in practice.

Details

VINE Journal of Information and Knowledge Management Systems, vol. 52 no. 1
Type: Research Article
ISSN: 2059-5891

Keywords

Article
Publication date: 22 July 2013

Virpi Sillanpää

Earlier research highlights the need for the welfare service sector to measure the impacts of their services. However, it seems that the welfare services lack measures to show…

1248

Abstract

Purpose

Earlier research highlights the need for the welfare service sector to measure the impacts of their services. However, it seems that the welfare services lack measures to show their long-term effects and impacts. This paper aims to present a framework to measure the multidimensional impacts of welfare service innovations and report the empirical results from two case studies.

Design/methodology/approach

In the first part of the paper, the impact measurement literature is reviewed and a framework for measuring the impacts of welfare services is presented. The empirical part of the paper reports the application of the framework in two cases for measuring the impacts of interventions in welfare services in Finland. The aim of the case studies was to assess and illustrate the usefulness of the framework designed.

Findings

The framework proposed in the research may serve as a practical tool for decision-makers for assessing the impacts of different services and service innovations in the welfare service sector. This type of assessment is needed, for example, when new service innovations are designed and budgeted for.

Originality/value

This research introduces a framework for measuring the impacts of welfare services at different levels. In addition, the paper provides information about the measurement process and challenges related to the implementation of impact measurement.

Details

International Journal of Productivity and Performance Management, vol. 62 no. 5
Type: Research Article
ISSN: 1741-0401

Keywords

Article
Publication date: 15 November 2011

Virpi Sillanpää

This paper aims to identify the focal elements of performance in Finnish welfare service organisations, how performance is measured in welfare services, and what are management

3376

Abstract

Purpose

This paper aims to identify the focal elements of performance in Finnish welfare service organisations, how performance is measured in welfare services, and what are management needs regarding the development of performance measurement in the sector.

Design/methodology/approach

First, the relevant performance management literature of welfare services is reviewed, then interviews with 15 managers of Finnish welfare service organisations in public, nonprofit and for‐profit sectors are reported.

Findings

The paper identifies the key elements of performance in Finnish welfare services. The results of the research indicate that Finnish welfare service organisations are relatively active in their performance measurement. Development needs relate to acquiring more systematic performance measurement approaches and new measures for the quality and long‐term effects of services.

Practical implications

Research elaborates the concept of performance in welfare services, thus enabling practitioners to analyse and develop their organisations' performance. The summary of current measurement practices and development needs in current practices serves to develop suitable performance management tools for welfare services.

Originality/value

In welfare services, performance management is a rather complex issue. Research on the topic, especially that on nonprofit, for‐profit and public Finnish welfare service organisations. is meager. This paper provides new information about the issue in Finnish welfare services.

Details

Measuring Business Excellence, vol. 15 no. 4
Type: Research Article
ISSN: 1368-3047

Keywords

Article
Publication date: 16 August 2013

Aki Jääskeläinen and Virpi Sillanpää

The paper aims to evaluate factors affecting the success of the measurement system implementation in the context of two case services with a specific measurement object …

2213

Abstract

Purpose

The paper aims to evaluate factors affecting the success of the measurement system implementation in the context of two case services with a specific measurement object – productivity.

Design/methodology/approach

Interviews with the users of new measurement systems are used to obtain information on the role of known technical and organizational success factors supporting measurement system implementation.

Findings

Two key factors were found to affect the success of the measurement system development project. First, the commitment of the operative level was achieved. Second, the chosen measurement tool was suitable for the identified managerial requirements of the organization.

Research limitations/implications

In order to improve external validity, it would be useful to assess the implementation of measurement systems with a similar approach in different organizations. Could the positive results described in this study be replicated?

Practical implications

The practical implications of this study are twofold. First, the study describes a potential and fresh approach towards measurement of performance and productivity in public organizations. Second, the experiences described can assist public managers to avoid pitfalls in the implementation of measurement systems.

Originality/value

Various challenges in developing measurement systems in the public sector context are well studied. It is important to better understand how to overcome the problems. In comparison to many existing studies, this research provides more specific and detailed knowledge related to a successful development project.

Details

International Journal of Public Sector Management, vol. 26 no. 6
Type: Research Article
ISSN: 0951-3558

Keywords

Article
Publication date: 16 March 2012

Aki Jääskeläinen, Harri Laihonen, Antti Lönnqvist, Miikka Palvalin, Virpi Sillanpää, Sanna Pekkola and Juhani Ukko

The purpose of this paper is to investigate the contingency factors affecting performance measurement in the service context. The paper aims to review the literature on

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Abstract

Purpose

The purpose of this paper is to investigate the contingency factors affecting performance measurement in the service context. The paper aims to review the literature on performance measurement and synthesize it to a framework that creates a basis for analyzing measurement practices in various kinds of service contexts.

Design/methodology/approach

In order to obtain a fresh update to the existing knowledge on the topic, a systematic literature review was carried out. Around 8,000 articles published between 2005 and 2011 were reviewed and as a result 80 papers were chosen for a more detailed examination.

Findings

The paper applies a fresh approach to performance measurement in services, increasing generalizability of case study findings. By analyzing a large set of studies, the study identifies contextual factors that affect performance measurement in service operations. The resulting framework acts as a foundation for further research on performance measurement in services.

Practical implications

The results of this research can be further refined into more practice‐oriented framework. After further field research and testing, the framework can be linked to practical recommendations in different settings of measurement development.

Originality/value

The measurement of service operations is known to be challenging due to some service‐specific features. Much of the existing research on the topic has been carried out in a specific service industry with a specific measurement need. In order to increase generalizability, there is also a need to carry out cross‐case analysis identifying patterns among individual case studies. This supports the application of lessons learned from a certain specific setting into other fields. There is very limited knowledge on the contingency factors related to measurement system development caused by service context.

Details

Measuring Business Excellence, vol. 16 no. 1
Type: Research Article
ISSN: 1368-3047

Keywords

Article
Publication date: 20 April 2010

Virpi Sillanpää, Antti Lönnqvist, Niina Koskela, Ulla‐Maija Koivula, Matti Koivuaho and Harri Laihonen

The starting‐point of this paper is the observation that, while intellectual capital (IC) management seems to be a potential approach for non‐profit elderly care organizations…

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Abstract

Purpose

The starting‐point of this paper is the observation that, while intellectual capital (IC) management seems to be a potential approach for non‐profit elderly care organizations, there is a lack of empirical evidence on how it could actually be applied. This paper aims to add to knowledge of this issue.

Design/methodology/approach

This is an exploratory, qualitative case study including three case organizations. The case descriptions and analysis are based on interviews with managers of the case organizations.

Findings

The study describes which intangible resources are highlighted in the operations of non‐profit elderly care organizations, the existing practices regarding the management of IC factors and the IC needs of management in these organizations.

Research limitations/implications

The study focuses on Finnish non‐profits. The operations of the third sector may vary across countries.

Practical implications

The elderly care sector is facing big challenges due to the changing age structure in many Western countries and due to the pressure to produce cost‐effective but still high‐quality services. The IC approach seems well‐suited as a managerial framework that can capture the intangible aspects of operations. However, more research and practical application experience are needed at this stage.

Originality/value

IC research on non‐profit organizations is rare and has so far been rather generic and conceptual. The paper makes a contribution by presenting empirical and industry‐specific findings.

Details

Journal of Intellectual Capital, vol. 11 no. 2
Type: Research Article
ISSN: 1469-1930

Keywords

Article
Publication date: 16 October 2009

Antti Lönnqvist, Aino Kianto and Virpi Sillanpää

This paper aims to examine the role of intellectual capital (IC) management in an organizational change process. The purpose is to obtain new empirical findings and an enhanced…

4061

Abstract

Purpose

This paper aims to examine the role of intellectual capital (IC) management in an organizational change process. The purpose is to obtain new empirical findings and an enhanced understanding of the role of IC in an organizational change process is obtained.

Design/methodology/approach

First, the existing literature on change management and IC management is reviewed. Then, empirical research is carried out in terms of an action research project on IC development processes in three case companies. These processes and their outcomes are evaluated using interviews.

Findings

An IC model can be a useful tool for change management as it helps to ensure the alignment of the change content with the strategic goals of the organization.

Research limitations/implications

The study is based on applying the Danish IC management model in Finnish companies. Different results might have been obtained if another IC management model had been used or the companies representing other countries and cultures had been selected.

Practical implications

The paper demonstrates that IC tools can be useful for promoting organizational change processes. However, more important than the specific conceptual model or measurement method chosen seems to be the process of organizational representatives connecting their contextual and idiosyncratic understandings to the model.

Originality/value

This paper makes a contribution to the existing knowledge by reporting and critically evaluating the implementation of dynamic IC management practices. This is a contribution to the existing conceptually oriented literature on the topic. In addition, the analysis of empirical IC management projects applied in a change context has novelty value.

Details

Journal of Intellectual Capital, vol. 10 no. 4
Type: Research Article
ISSN: 1469-1930

Keywords

Content available
Article
Publication date: 15 November 2011

Antti Lonnqvist

797

Abstract

Details

Measuring Business Excellence, vol. 15 no. 4
Type: Research Article
ISSN: 1368-3047

Article
Publication date: 24 July 2019

Louisi Francis Moura, Edson Pinheiro de Lima, Fernando Deschamps, Eileen Van Aken, Sergio E. Gouvea da Costa, Fernanda Tavares Treinta and José Marcelo Almeida Prado Cestari

In the performance measurement and management research field, the applicability of performance measurement systems (PMS) in nonprofit organizations (NPOs) and public…

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Abstract

Purpose

In the performance measurement and management research field, the applicability of performance measurement systems (PMS) in nonprofit organizations (NPOs) and public administration has been considered a challenge. The diversity of these organizations makes it difficult to define proper terminology and organizational characteristics. PMS evolution has not yet been able to capture all performance dimensions of a public administration and, especially for NPO considering its dynamic and multiple goals. The purpose of this paper is to provide a conceptual framework that identifies and classifies the factors that influence the design of PMSs in NPOs and public administration.

Design/methodology/approach

The study was developed through a systematic literature review (SLR). A set of 29 papers were intensely studied, and the results provide a multi-disciplinary and holistic set of factors.

Findings

A set of ten factors that influence the design of PMSs in NPO and public administration were found. They were categorized into three groups: factor related to purpose, stakeholders and management.

Originality/value

The study synthesized the literature and provided a conceptual framework of the factors that influence the design of PMSs in NPO and public administration. No individual paper collected in the SLR shows a similar organization of the factors as the present paper. The set of factors indicates the importance of this study for NPO and public administration, and how complex a PMS in an NPO and public administration can become. The conceptual model presented can further assist practitioners in developing design process observing the role that the identified factors play.

Details

International Journal of Productivity and Performance Management, vol. 68 no. 8
Type: Research Article
ISSN: 1741-0401

Keywords

Article
Publication date: 1 March 2013

Pekka Leviäkangas, Raine Hautala, Virpi Britschgi and Risto Öörni

The aim of this research was to evaluate the new procurement practices of information and communication technology (ICT) services in Finnish-speaking schools in the City of…

Abstract

The aim of this research was to evaluate the new procurement practices of information and communication technology (ICT) services in Finnish-speaking schools in the City of Kauniainen. In the new model, schools define their needs and school administration mandates the procurement through tendering. The research included a review of the problems associated with procurement practices and the assessment of the procurement model. The results show that service levels have been improved and unit costs as well as the environmental load have been reduced. The new model requires the schools to have the skills and expertise to define their needs and the competencies to prepare and execute the procurement process. The case analysis of the Finnish “Dream School” in Kauniainen shows that administrative and governance aspects are equally important in successful deployment of technology.

Details

Journal of Public Procurement, vol. 13 no. 1
Type: Research Article
ISSN: 1535-0118

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