From bureaucracy to meritocracy and customer focus: a Georgia State Agency reinvents itself

Article Abstract:

Chief Judge Lois F. Oakley turned the notorious five-year history of Georgia's Office of State Administrative Hearings (OSAH) with the implementation of Malcolm Baldrige criteria for performance excellence as a model that brought customer focus. OSAH's success story is narrated.

Management dynamics, State Courts, Courts, Company business management, Judgments, Judgments (Law), State court judges, Oakley, Lois F.

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How one federal agency harnessed employee engagement as a tool for transformation

Article Abstract:

The General Services Administration's Federal Technology Service's focus on employee relations, which helped it to compete with the private sector in providing high tech services and products, is discussed.

Personnel administration, Economic aspects, Labor relations, United States. General Services Administration, Competitive advantage

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Setting priorities: organizational change at a federal civil rights agency

Article Abstract:

The US Equal Employment Opportunity Commission began reform procedures in 1995. The agency must continue to decrease its caseload and introduce a performance appraisal program

Administration of Human Resource Programs (except Education, Public Health, and Veterans' Affairs Programs), Admin. of social & manpower programs, Equal Employment Oppor Com, Case studies, Organizational change, Administrative agencies, Government agencies, United States. Equal Employment Opportunity Commission

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