We use cookies to offer you a better browsing experience, analyse site traffic, personalise content, and serve targeted ads.
For more information see our Privacy Policy. By using our site, you consent to our use of cookies

We use cookies to offer you a better browsing experience, analyse site traffic, personalise content, and serve targeted ads.
For more information see our Privacy Policy. By using our site, you consent to our use of cookies

 

CASE STUDY

 

Transforming a Public Service Organisation From Inside Out to Outside In - The Case of Auckland City

MirrorWave Case Study - Auckland CityAs competition increases and customers become more demanding, service organisations are recognising the need to become more market oriented. This requires developing and being guided by “outside-in” as opposed to “inside-out” processes.

However, many organisations are finding this difficult to achieve. Using the framework developed by Day, the authors examine the use of service principles to transform a large public sector service organisation so it is more market oriented. The authors examine the catalysts that initiated the change, how the change program was designed, and how it was implemented.

 

 

Download Now