Prison System Analysis Essay Example

on the assumption that consumers are capable of pursuing their rational self-interest, and that their service needs are highly individualized and idiosyncratic. As Spall & McDonald (et. al., p. 59) note, this emphasis on individualized choice is a key aspect of the NPM framework.According to Spall and McDonald, the 2005 case study found that consumers viewed choice as largely fictional and just wanted good service. Moreover, individual choice was restricted because when modifications were needed for wheelchairs, the service was too slow, causing delays for customers. The statement is presented within a "p" HTML tag.

NPM emphasizes the need to assess services consistently. However, according to Spall & McDonald (p.61), the majority of customers deem this aspect of service as unproductive, preferring more focus on service provisions. Better service quality could lead to higher expenses. Alternatively, more efficient service delivery may leave clients feeling rushed and unsatisfied (Spall & McDonald, et. al.).

, p. 61). It has been found that many customers became unsettled and confused due to the service delivery system. This suggests that certain aspects of TQM's "total" were not addressed during the service reform intervention.

Aside from TQM interventions, there are other reforms that focus on improving customer satisfaction by adapting bureaucracy to the needs of customers in various ways. When it comes to enhancing public transportation, relying solely on the political process can be deemed too complex and inefficient in achieving customer-oriented results (Schieffelbusch, 2005). One better approach is for the public transport services to adopt a customer-centric attitude. To infuse the concept of customer orientation into the service, four methodologies have been implemented, including eliciting feedback through user surveys, engaging in participatory

procedures such as town meetings or hearings for service assessment and discussion, conducting experimental services while observing public response, and retrospectively analyzing individual customer comments (Schieffelbusch, p. 270).

Interventions have emerged to help the public sector improve customer service, including approaches that have been successful for one public transport service. Another area where collaboration has been effective is between state and non-state organizations. An example of such a partnership is the policy for reducing domestic violence, which utilizes Braithwaite's responsive regulatory approach, which favors taking the least punitive approach before pursuing other means through a "regulatory pyramid" (Kelly, 2004, p.41).

The model proposes that a public agency will utilize the power of persuasion as the first method to limit behavior. As the pyramid gradually narrows, more punitive interventions will be implemented, involving a heavier level of formal state involvement. This decision to utilize more state force is only made “in response to a failure to elicit reform and repair” and “only reluctantly”. The approach also prioritizes a case-by-case basis when determining how to respond to a particular situation (Kelly, p.41).

Delaying the implementation of punitive measures may actually strengthen their impact, according to belief. Additionally, this method of problem management allows individuals to understand how diverse interventions, even across separate societal domains, can mutually reinforce each other (Kelly, p.44).