Authors Name Year Title

critical success factors of continous imorovment in public

Karen J. 2017 sector

Lundkvist 2018 conditions for continuous improvement in a public

service organization

Alessandro Minelli, 2017 Citizen feedback as a tool for continuous improvement

in local bodies

Bhuiyan 2005 An overview of continuous improvement: from the past

to the present
objective of the study

To determine the critical success factors (CSFs) for continuous

improvement projects in the public sector.

This study focuses on a transformation effort in a social welfare

department of a Swedish municipality where continuous
improvement, which is a Lean principle, was introduced in
employees’ everyday work via a workplace development
programme (WPDP). The aim of this paper is to explore the
conditions (internal and external) that enabled or constrained
employee learning during the introduction of continuous
improvement into employees’ everyday work in a WPDP-
supported social welfare department.

The purpose of this paper is to contribute to the feedback

discourse by exploring how public managers and politicians use
complaints from citizens to improve the overall and specific
performance of public services. The main research questions are:
Can citizen complaints analysis be a useful planning tool in the
public sector? What can public managers learn from citizen
feedback?

To provide an overview of the history, evolution, and existing

research on continuous improvement.
Review of literature

Findings and conclusion

– It would appear that there are factors that are important in manufacturing organisations
that do not figure in service/public sector organisations and vice versa.

The findings show that multiple and emerging conditions, both internal and external,
shaped a predominantly restrictive learning environment during the introduction of
continuous improvement into the social welfare department. The major conditions
identified were related to the initial implementation and top management’s steering and
monitoring of the “Lean investment”, activities and support provided by the WPDP,
activities and support provided by the internal Lean support team and first-line
managers’ abilities to facilitate employee learning.

In total, 698 complaints and 183 corrective or preventive actions were analyzed. Public
managers’ attention seems to focus on technical or normative issues rather than on
aspects of public services. This may be explained by the lack of funds for training, the
scarce use of relational and human capital development leverage, and the concomitant
necessity to guarantee at least the same level of services as provided in previous years,
confirming the “Blame the rich and credit the poor” mantra.

This paper provides an overview of continuous improvement, its inception, how it

evolved into sophisticated methodologies used in organizations today, and existing
research in this field in the literature.
Methodology Journal name

Theoretical paper based on a literature review.

critical success factors of continous imorovment
in public sector

This case study is based mainly on 22 semi- conditions for continuous improvement in a
structured interviews with individuals holding public service organization
different positions in the department and
overarching municipality.

Applying an empirical approach (Yin, 2005), the Citizen feedback as a tool for continuous
multiple case studies treated in the paper aim to improvement
clarify a series of decisions (particularly, why
feedback is not used to its maximum potential).
The overall design includes a defined set of
questions, and the research protocol includes
data retrieval, collection and analysis. A new
cataloging model is proposed to homogenize
the spectrum of analysis. This model is intended
to create a parallel between two local bodies
different in size, mission, and complexity, but
which have front office facilities and are in the
same territory and have the same potential
target population.

Extensive review of the literature An overview of continuous improvement:

from the past to the present
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