Measuring productivity in civil service
By: Sardana, G.D.
Material type:
ArticlePublisher: 2000Description: p.46-55.Subject(s): Civil service
In:
ProductivitySummary: Productivity and its measurement have been generally considered as issues concerning labour in the manufacturing sector. Civil service in its traditional role of regulator and controller has seldom been considered a domain fit for productivity measurement. However, liberalized economy and globalization have changed the roles of the government and the civil service. There is a new focus on customer service and performance improvement. What requires to be improved has to be measured as what cannot be measured cannot be improved. This paper views the concept of productivity in its broader perspective. The three facets of Productivity termed as PQR: Performance, Quality and Recipient Satisfaction have been examined in detail. A framework has been developed to evaluate productivity as a family of ratios. - Reproduced
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Articles
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Indian Institute of Public Administration | Volume no: 41, Issue no: 1 | Available | AR46638 |
Productivity and its measurement have been generally considered as issues concerning labour in the manufacturing sector. Civil service in its traditional role of regulator and controller has seldom been considered a domain fit for productivity measurement. However, liberalized economy and globalization have changed the roles of the government and the civil service. There is a new focus on customer service and performance improvement. What requires to be improved has to be measured as what cannot be measured cannot be improved. This paper views the concept of productivity in its broader perspective. The three facets of Productivity termed as PQR: Performance, Quality and Recipient Satisfaction have been examined in detail. A framework has been developed to evaluate productivity as a family of ratios. - Reproduced
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