The purpose of this study was to evaluate and examine governance structures and practices and service delivery to provide comprehensive understanding of governance and service delivery situation at sub-national levels in Namibia. Public service agencies are presumed to lack good governance practices which adversely affect service delivery. It was argued that good governance practices improve public service performance and ultimately enhances service delivery. Furthermore, the study noted that the delivery of basic services such as potable water, health, education, electricity and proper road communication can augment the living standard of the people. Various public service reforms undertaken by the Government of Republic of Namibia since independence in 1990 explain government’s resolve to good governance and improved service delivery. Consequently, workable relationship between government and citizens is needed to realise national development plans and Vision 2030. The study used the Oshana Region case study in order to determine whether governance practices have bearing on service delivery at sub-national levels in Namibia. Qualitative research approach was utilised and qualitative data were collected in addition to rigorous literature review and analysis. Scientifically, gathered information suggested that good governance practices are certainly fundamental to service delivery and subsequently improve people’s living standard particularly those residing in rural areas. The study found that the Namibian government exercised good governance practices and provided basic services to citizens. Nonetheless, inappropriate governance practices by some public institutions delay service delivery. The study concluded that while poor governance and ineffective service delivery are considerable challenges faced by public service, they are not insurmountable. The thesis acknowledged a significant progress made by creating governance structures at sub-national levels to provide and accelerate the delivery of essential services to citizens in Namibia. Notwithstanding the above, more still need to be done to improve the socio-economic welfare of Namibian people. Therefore, the research recommended that the Government of Republic of Namibia ought to provide sufficient resources and promote public participation to address the needs and aspirations of the citizens particularly the previously marginalised people in rural areas. Moreover, sub-national governance structures should be strengthened and essential government functions and services be devolved. / Public Administration and Management / D. (Public Administration)

With the increasing use of the Internet, new challenges are presented to employees in the workplace. Employees spend time during work hours on non-work related activities including visiting e-commerce Websites, managing personal email accounts, and engaging in e-banking. These types of actions in the workplace are known as cyberslacking. Cyberslacking affects the employees’ productivity, presents legal concerns, and undermines the security of the organization’s network. This research study addressed the problem of cyberslacking in the public sector, by assessing the ethical severity of cyberslacking activities, as well as how employees perceived that the frequency of such activities occurred by their co-workers. Participants from public sector agencies were asked to report about their amount of time spent and frequency of cyberslacking, what they report about their co-workers’ amount of time spent and frequency of cyberslacking, as well as their perceived ethical severity of cyberslacking in the workplace. First, an expert panel, of 10 cybersecurity subject matter experts, was used to initially validate the instrument, followed by quantitative data collection. This study assessed the measures via a Web-based anonymous survey. Following pre-analysis data screening, this study used a combination of descriptive statistics, analysis of covariance (ANCOVA), as well as Ordinal Logistics Regression (OLR) and Multiple Linear Regression (MLR) analyses to address the research questions (RQs). Comparisons of the measures were also conducted. Results from 183 participants indicate that employees report their co-workers to engage in cyberslacking significantly higher than what they reported about themselves, and ethical severity of cyberslacking was not reported to be high. The problem of personal misuse of the Internet in the workplace was the focal point of this research study. The Internet facilitates productive communication in the workplace. However, it also poses a significant challenge to employees given its availability to enable non-work related activities. As such, it was necessary to examine both the perceptions about the ethical severity of IS misuse in the workplace and the actual self reported amount of cyberslacking by employees, compared to what they claim their co- workers are engaged in, especially in the public sector. Finally, this research study attempted to contribute to the Information Systems body of knowledge by empirically identifying the aforementioned relationships. Discussions and implications for future research are provided.

Anställdas motstånd mot interna förändringsprojekt är ett stort hinder som kan påverka framgången hos en förändringssatsning i en organisation (Zwick 2002). Med detta i åtanke kan organisationsansvariga vara intresserade av att lära mer om motstånd mot förändring i interna förändringsprojekt. Utifrån syftet har en preciserad frågeställning utformats: På vilket sätt hanterar projektledare motstånd i interna förändringsprojekt? Därtill har vi inkluderat en delfråga som lyder: Vilka specifika verktyg använder projektledare för att bearbeta eventuellt motstånd? Syftet med att besvara forskningsfrågan ligger i att öka medvetenheten om motstånd i interna förändringsprojekt, samt belysa vilka särskilda verktyg projektledarna använder för att hantera motstånd i interna förändringsprojekt. Vi har valt att utgå från Kotters åttastegsmodell, vilken är en förändringsmodell som beskriver hur man lyckas med förändringsprocesser. Studien är utförd med en kvalitativ metod i form av semi-strukturerade intervjuer. Intervjuerna är utförda i ett landsting och en statlig organisation med totalt sex respondenter. Respondenterna består av projektledare som varit, eller är, verksamma i ett internt förändringsprojekt. Analysen visar att det finns olika sätt att hantera motstånd. Vi har identifierat ett specifikt verktyg, systemiskt möte, som är särskilt anpassat för att hantera motstånd i interna förändringsprojekt. Utöver detta har respondenterna använt traditionella projektledningsverktyg såsom t.ex. intressentanalys och riskanalys samt givit många värdefulla exempel på hur det går att hantera motstånd i interna förändringsprojekt utan specifika verktyg. Studien avgränsar sig till att gälla projektledarens perspektiv och interna förändringsprojekt. Andra typer av projekt som t.ex. produktutvecklings-, marknadsförings-, kundorder-, evenemangsprojekt omfattas inte av denna studie. Vi har valt att även begränsa studien till verksamheter inom offentlig sektor.

Thesis (PhD)--University of Stellenbosch, 2011. / ENGLISH ABSTRACT: Evidence-based policy making and results-based management aim to improve the performance of organisations, policies and programmes by enabling the accurate measurement of progress and results required for management and policy decisions. Within the notion of the developmental state, ‘Local Economic Development’ (LED) uses the development planning and implementation capacities of local government to accrue economic benefit to the locality with the aim of addressing development problems such as unemployment, poverty and market failure at the local level. While promoting the economic welfare of citizens is a critical objective of local government, the absence of specific indicators for LED measurement hampers their ability to successfully determine whether their efforts are achieving the expected results. The aim of this dissertation is to promote the systematic and committed evaluation of the results of LED interventions in South African local governments. As such, it provides guidelines for an outcomes-based monitoring and evaluation (M&E) system for LED in South Africa and presents a framework of generic outcome and output indicators for alternative LED interventions within the context of public sector monitoring and evaluation. The dissertation commences with an overview of the history of evaluation research, the conceptualisation of ‘Monitoring’ and ‘Evaluation’, and a categorisation of the alternative approaches to evaluation. It further explores best practices in instilling M&E in organisations, policies or programmes through guidelines for the development of M&E systems; designing and conducting evaluation studies; presenting findings; and developing indicators. This later provides a basis for exploring challenges in the evaluation of LED and proposing guidelines for an outcomes-based LED system. The policy framework of public sector M&E in South African government is explored before recommendations are made on the basis of good practice guidelines from the selected international systems and the World Bank. The concept ‘local economic development’ is contextualised and its manifestation in South African policies and practice explored to demarcate the roles of various role players, but local government in particular, in promoting LED. A review of LED-related literature produced a comprehensive list of potential LED interventions. These interventions were categorised into business development, locality improvement, community development, or improved governance interventions. Specific programmes and projects from practice were summarised within each intervention. For each of the identified LED interventions, generic outcome statements and objectives are formulated, followed by concrete contextual output and outcome indicators. The developed indicators are partly derived from existing indicators used to measure development results, but primarily developed from the implied end result captured in the objectives and outcome statements of each intervention. The LED indicator framework was reviewed by selected M&E and LED experts for final refinement and comments. The systematic evaluation of LED results based on well-designed evaluation studies that incorporate the strengths of the various approaches to M&E can enable the identification of the most promising, best return-on-investment LED interventions, as determined by the real, accurate results of these interventions. This can improve strategic policy and management decisions so as to maximise the limited available resources for LED and ensure the greatest positive economic and social development impact. / AFRIKAANSE OPSOMMING: Bewysgedrewe beleidmaking en uitkomsgerigte bestuur is daarop ingestel om die prestasie van organisasies, beleide en programme te verbeter, deur dit moontlik te maak om die vordering en resultate soos benodig vir bestuur en beleidsbesluite akkuraat te meet. Binne die konteks van die ontwikkelingstaat, maak ‘Plaaslike Ekonomiese Ontwikkeling’ (LED) gebruik van die ontwikkelingsbeplanning en implementeringskapasiteit van plaaslike regerings om ekonomiese voordele vir die lokaliteit te bevorder en sodoende werkloosheid, armoede en markmislukking op plaaslike vlak aan te spreek. Alhoewel die bevordering van die ekonomiese welvaart van burgers ‘n kritiese doelwit van plaaslike regerings is, word plaaslike regerings se vermoë om met sekerheid te bepaal of die gewenste resultate deur aksies bereik is, deur die afwesigheid van spesifieke aanwysers vir die meting van LED belemmer. Die doel van hierdie proefskrif is om sistematiese en toegewyde evaluering van die resultate van LED-intervensies in Suid-Afrikaanse plaaslike regerings te bevorder. As sulks, verskaf dit riglyne vir ‘n uitkoms-gerigte stelsel vir die monitering en evaluering (M&E) van LED in Suid-Afrika, sowel as ‘n raamwerk van generiese uitkoms- en uitsetaanwysers vir alternatiewe LED-intervensies binne die konteks van openbare sektor monitering en evaluering. Die proefskrif begin met ‘n oorsig van evalueringsnavorsingsgeskiedenis, die konseptualisering van ‘Monitering’ en ‘Evaluering’ en kategorisering van verskillende benaderings tot evaluering. Dit verken beste praktyke vir die daarstelling van M&E in organisasies, beleide of programme, om daardeur spesifieke riglyne vir die ontwikkeling van M&E-stelsels, die ontwerp en implementering van evalueringstudies, die aanbieding van bevindinge en die ontwikkeling van aanwysers te spesifiseer. Hierdie dien as ‘n basis vir die latere verkenning van die uitdagings in die evaluering van LED en die daarstel van riglyne vir ‘n uitkoms-gerigte LED-stelsel. Die beleidsraamwerk vir M&E in die Suid- Afrikaanse openbare sektor word verken voor voorstelle ter verbetering gemaak word aan die hand van die beste praktyk riglyne van geselekteerde internasionele stelsels, asook die Wêreldbank. Die konsep ‘plaaslike ekonomiese ontwikkeling’ word gekontekstualiseer en die voorkoms daarvan in Suid-Afrikaanse beleid en praktyk word verken om sodoende die rol van verskillende rolspelers, maar veral plaaslike regering, in die bevordering van LED te onderskei. ‘n Oorsig van LED-verwante literatuur lewer ‘n uitgebreide lys van potensiële LEDintervensies. Hierdie intervensies word gekategoriseer as besigheidsontwikkeling, lokaliteitsverbetering, gemeenskapsontwikkeling of verbeterde regeringswyse intervensies. Spesifieke programme en projekte uit die praktyk word as voorbeelde van elke intervensie aangehaal. Vir elk van die geïdentifiseerde LED-intervensies word generiese uitkoms- en uitsetstellings geformuleer, gevolg deur konkrete, gekontekstualiseerde uitkoms- en uitsetaanwysers. Die aanwysers is tot ‘n mate afgelei van bestaande aanwysers wat aangewend word om ontwikkelingsresultate te meet, maar is hoofsaaklik ontwikkel uit die geïmpliseerde eindresultaat soos vervat in die geformuleerde doelwitte en doelstellings vir elke intervensie. Die ontwikkelde aanwyserraamwerk wat ontwikkel is, is verder verfyn op grond van terugvoer vanaf geselekteerde deskundiges op die gebied van M&E en LED. Die sistematiese evaluering van LED-resultate gegrond op goed-ontwerpte evalueringstudies, inkorporeer die sterk punte van verskeie benaderings tot LED, bevorder die identifisering van die mees belowende en lonende LED-intervensies soos bepaal deur die werklike, akkurate resultate van hierdie intervensies. Hierdie kan ‘n bydrae tot verbeterde strategiese beleids- en bestuursbesluite lewer en sodoende die beperkte beskikbare hulpbronne vir LED maksimeer en die grootste positiewe ekonomiese en sosiale ontwikkelingsimpak verseker.

Offentlig sektor anses inneha ett centralt ansvar för den fortsatta utvecklingen av hållbarhet då de ser till att främja och forma människors liv i samhället. Dock anses det svårt att ge en helhetsbild av hållbarhet inom kommuner eftersom begreppet är diffust och används i många olika sammanhang, i vissa fall enbart för att det förväntas användas. Lyckas inte kommuner med sin hållbarhetsutveckling kan det få stora konsekvenser för framtida generationer som inte har möjligheten till en hållbar livsstil. Denna studie undersöker Sveriges kommuner och deras arbete med mätning av miljöarbetet samt miljöredovisning. Kommunernas hållbarhetsarbete har blivit allt viktigare i takt med att människans påverkan på miljön har uppmärksammats och organisationer förväntas ta ansvar för att minska sin miljöpåverkan. / The public sector is considered to hold a key responsibility for the further development of sustainability as they look to advance and shape the lives of people in society. However, it is considered difficult to give an overall picture of sustainability in municipalities where the term is vague and used in many different contexts, in some cases only because it is expected to be used. If municipalities are not successful in their sustainability work it could result in serious consequences for future generations, who will not have the possibility of a sustainable lifestyle. This study examines the municipalities and their work with measurements for environmental performance and sustainabillity reporting. The sustainability work of municipalities has become increasingly important as the human impact on the environment has been observed and organizations are expected to take responsibility for reducing their environmental impact.

This study examines and aims to disclose the current policies and practices of Training and Development (T&D) within Kuwaiti government and private/joint-venture organisations. The literature review indicates that although much attention has been devoted in studying Training and Development practices, a very few focus on T&D related factors on organisation performance in developing countries. The literature also indicates the need for considering these factors in order to have a better T&D effectiveness, and hence organisation overall performance. In this study the Training for Impact model was adopted and tested within Kuwaiti context in terms of training needs assessment and evaluation and follow-up. This research uses data collected from 100 organisations in Kuwait. 50 of these were government and 50 private /joint venture listed in Kuwait Stock Exchange. Therefore, all managers (100 training personnel) who are in charge of T&D function/programmes, were samples of the respondents of the present study. The main data collection methods adopted by this study were interviews (semi-structured) and "drop-in and pick-up" self-completion questionnaires. The data were quantitatively analysed and triangulation of quantitative findings was carried out in order to find out the difference between the two sectors in Kuwait in terms of T&D practices and related factors. To establish a causal connection between related factors and identified dimensions (T&D effectiveness, organisational rating, and satisfaction with evaluation process), a multiple regression technique was employed. The major findings of this study are noted below: Results indicate that the majority of the investigated organisations do not have a formal T&D system. T&D programmes are still carried out on a piecemeal basis rather than a systematic long-term policy. Findings which were common among the majority of the approached organisations were absence of a systematic organisational training needs analysis, use of conventional training methods, lack of effective procedures for T&D evaluation. The study explores the training personnel's way of thinking towards their T&D function and to the proposed T&D dimensions framework (integrated HRD strategy, top and line management commitment, a supportive formal system, T&D mechanism, organisational culture, and training budget). The findings indicate that most of the training personnel perceived these dimensions as providing motivation, commitment and support to their T&D function. Six main factors were found to influence T&D practices in government and private/joint venture organisations. These factors are: top management commitment, mutual support between organisational philosophy and T&D activities, line management support T&D involvement in organisation strategy, T&D policies and plans, and T&D effects on employees self-development. The study also identifies T&D effects on organisation performance in Kuwaiti organisations in terms of eliminating problems; increasing commitment and motivation; fulfilling individual needs and personal objectives, improving interpersonal and interdepartmental relations, improving quality of goods and services; and leading to effective utilisation and investment in human resources. In addition the study establishes a causal connection of T&D related factors with performance dimensions, organisation rating, and satisfaction of T&D evaluation. The author recommends that for the T&D function to be treated as seriously as other organisational functions, then Kuwaiti training personnel, as well as top and line management, need to be more willing to play proactive and strategic organisational roles in T&D activities.

個人文件是一種自然累積的文件，係由個人為記錄某些活動及事項所產生，雖屬私人性質，但經常由於產生者的過去經歷、工作職務、社會地位或特殊貢獻等因素，可透過文件內容與形式，忠實的反映出過去的社會情勢，並可從中看出相關重要人物之對於特定事件的思維，具有重要研究參考價值，故典藏機構亦將之納入館藏徵集的範圍之中。 本研究採用「多重個案法」與「深度訪談法」進行研究，首先以隸屬公部門之典藏機構作為研究範圍，包括：國史館、中央研究院近代史研究所檔案館、國家台灣文學館、國家圖書館與國立台灣大學圖書館，探討各機構個人文件典藏之範疇與主題；其次對各機構之管理人員與相關使用者進行訪談，以獲得有關個人文件管理與使用之相關經驗與看法。 根據研究發現，提出結論如下：一、各典藏機構所收藏之個人文件資料範疇有重疊現象；二、多數典藏機構未設置個人文件資料專責管理部門；三、各典藏機構個人文件徵集方式均以捐贈為主；四、各典藏機構個人文件之整編架構與陳列方式均「以人為主」，採「人物全宗」與「集中管理」為原則；五、各典藏機構個人文件檢索工具仍以紙本目錄較為普遍；六、各典藏機構針對個人文件之推廣主要有3種模式：舉辦展覽活動、網站建置與印製刊物發行；七、「電腦資訊技術」與「檔案管理知識」為管理人員認為最需加強之專業能力；八、個人文件納入法制化管理有其困難性，著作權與隱私權為最需重視之問題。 最後針對前述研究結果提出四項建議：一、促請各典藏機構制定館藏發展政策；二、建置理想之個人文件典藏與管理模式，包括：（一）編製管理工作手冊，訂定標準規範，（二）加強與捐贈者間之聯繫，訂定明確捐贈契約，（三）加速建置線上查詢系統，提高檢索效率，（四）配合付費機制開放檔案應用，並與國外典藏機構建立平等互惠之使用原則，（五）增加進修機會，提升管理人員專業素養；三、釐清檔案開放與應用之相關法律規定與權益；四、建立全國性個人文件目錄檢索機制。

Trading Area is a new shopping centre of the Taipei metropolis. Public transportations and the urban plan shaped a comfortable and unique shopping environment, which would be important conditions for consumers that lead to their preference to visit the Xinyi Trading Area. In the last part of this research, after the analysis of consumer behavior, this study proposed concrete suggestions to government authorities to serve as references for planning a trading area to public needs or promoting consumer visiting in a Public-Sector planned trading area in the future. / The goal of this research is to investigate the different development strategies of the Xinyi Planning District planned by the Public-Sector, the effects the public sector has on the formation of the Xinyi Trading Area, and the factors which influence consumer behavior in the Xinyi Trading Area. The study was conducted by questionnaires in the base of documentary analysis. The subjects were drawn by sampling method from consumers in the Xinyi Trading Area, and a total of 505 samples were handed out. The methods of analysis include descriptive statistics, crosstab analysis, and Chi-square tests for data analysis and discussion. Beginning in 1975, the Xinyi Planning District has been designated different functions at different times in the course of the development of the Taipei metropolis. From a local function to an international window, the Xinyi Trading Area is a new shopping centre of the Taipei metropolis. Public transportations and the urban plan shaped a comfortable and unique shopping environment, which would be important conditions for consumers that lead to their preference to visit the Xinyi Trading Area. In the last part of this research, after the analysis of consumer behavior, this study proposed concrete suggestions to government authorities to serve as references for planning a trading area to public needs or promoting consumer visiting in a Public-Sector planned trading area in the future.

Dagens arbetsmarknad präglas av flexibilitet och ständiga förändringar som ställer höga krav på organisationers förmåga till omställning och utveckling. Syftet med studien är att undersöka hur chefers ledarskap kan främja organisatoriskt lärande mot visionen lärande organisation inom en statlig myndighet. Studien genomfördes i en organisation där det finns ett krav på ständigt lärande för att klara av sitt uppdrag. Genom en kvalitativ metod med djupintervjuer och fenomenologisk analysmetod klargjordes åtta respondenters upplevelser av ledarskapets främjande av medarbetarens lärande och utveckling. Resultatet visade att chefers ledarskap kan främja medarbetarens lärande och utveckling genom att ge individuellt stöd, vara lyhörd samt främja dialogen både på grupp- och organisationsnivå. Slutsats: De tre essenserna: ge individuellt stöd, vara lyhörd samt främja dialogen går att ställa mot huruvida de kan tillämpas på individuell- eller organisationsnivå. Individuellt stöd och lyhördhet berör främst ledarens agerande på individnivå. Dialogen däremot behöver främjas av ledarskapet både på individuell- och organisationsnivå för att bidra till en högre nivå av lärande i organisationen. / The labor market of today is characterized by flexibility and constant changes that place high demands on organizations' ability to change and develop. The purpose of the study is to investigate how the leadership by managers can promote organizational learning towards the vision learning organization within a state authority. The study was conducted in an organization where there is a requirement for continuous learning to fulfill its mission. Through a qualitative approach with deep interviews and phenomenological analysis method, eight respondents' experiences of leadership's promotion of employee learning and development were clarified. The results showed that the leadership by managers' can promote employee learning and development by  providing individual support, being responsive and promoting dialogue at both group and organizational levels. Conclusion: The three essences:  providing individual support, being responsive and promoting dialogue can be asked whether they can be applied at individual or organizational level. Individual support and responsiveness primarily concern the conduct of the leader at the individual level. Conversely, the dialogue needs to be promoted by leadership at both individual and organizational levels to achieve a higher level of learning in the organization.

We live in a society that is constantly developing. New challenges and new opportunities emerge all the time. Fortunately, human beings have a fantastic ability to adapt and find new solutions in new situations, i.e. to be innovative. Not just individuals but also organizations need to make room for innovative development. Organizations need to work on how to develop new products, services and processes. At the same time, each organization needs to work on improving the quality of existing activities. Previous research has shown that high value for the customer, i.e. that which often constitutes the goal of quality work, is achieved by the organization working in parallel on developing existing products, services and processes while at the same time driving innovative development forward. How organizations cope with the balance between these two perspectives has been researched and written about considerably when it comes to manufacturing companies. On the other hand, however, there is a lack of documented knowledge regarding how best to balance these two perspectives in the service sector in general and the public sector in particular. This thesis has been written with a view to contributing to existing knowledge about how innovation can be understood as a possible way of increasing customer value within the public sector. It seeks to create insight into how innovation is perceived as a phenomenon in order to increase value for the customer and into how innovation work relates to other aspects of current quality practices within the Swedish public sector. It has also been written with a view to contributing greater understanding to how some of the quality movement’s tools can increase innovation capacity in the public sector.             To fulfil this aim, a literature study and case studies have been performed. The case studies have been performed in Sweden at Lantmäteriet (Swedish Land Survey) and The Swedish International Development Cooperation Agency, (Sida). One of the case studies also included the Swedish Ministry for Foreign Affairs and the Swedish Government. Three research reports have been written between 2012 and 2014, and these form the basis of the thesis.   The research findings give examples of organizations whose quality work focuses closely on systematic measurement and control of the work process and much less on innovatively developing new ways of increase customer value. The findings also show that there are a number of obstacles which the public administrations studied face to combine quality work with a greater ability to work innovatively. Given that innovative development is an important strategy for increasing customer value, the study indicates that some of the existing quality work is an obstacle to achieving greater customer value in the public sector.     At the same time, there are tools and values in the quality movement that can improve the organization’s ability to innovate. The quality movement’s core values and tools, such as systematic cyclical learning, can constitute important tools with which to create favourable conditions to improve innovative ability. This underlines the need for identifying where quality work strengthens and hinders innovation processes respectively. The research findings also stress the need to radically improve the work on innovative processes in the public sector in order to achieve the overarching goals of public administration more effectively. / Vi lever i ett samhälle som ständigt utvecklas. Nya utmaningar och nya möjligheter dyker hela tiden upp. Som tur är har människan en fantastisk förmåga att anpassa sig och finna nya lösningar i nya situationer, d.v.s. vara innovativ. Inte bara individer utan även organisationer behöver ha utrymme för innovativ utveckling. Organisationer behöver arbeta med hur man skall utveckla nya varor, tjänster och processer. Samtidigt behöver varje organisation också arbeta med att utveckla kvalitén i befintlig verksamhet. Tidigare forskning har visat att ett högt värde för kunden, d.v.s. det som ofta utgör målet för kvalitetsarbete, uppnås genom att organisationen parallellt arbetar med utveckling av befintliga produkter, tjänster och processer samtidigt som man driver en innovativ utveckling. Hur organisationer hanterar balansen mellan dessa två perspektiv har det forskats och skrivits en hel del om för varuproducerande företag. Däremot saknas det dokumenterad kunskap om hur man balanserar dessa perspektiv på bästa sätt inom den tjänsteproducerande sektorn i allmänhet och den offentliga sektorn i synnerhet. Denna avhandling skrivs i syfte att bidra till befintlig kunskap om hur innovation kan förstås som en möjlig väg att öka kundvärdet inom den offentliga sektorn. Avhandlingen söker skapa insikt om hur innovation uppfattas som fenomen i syfte att öka värde för kunden samt hur det innovativa arbetet förhåller sig till andra moment av pågående kvalitetsarbete inom den svenska offentliga sektorn. Avhandlingen har även skrivits i syfte att bidra till ökad förståelse av hur vissa av kvalitetsrörelsens verktyg kan öka innovations-kapaciteten inom offentlig sektor.             För att svara upp mot syftet har en litteraturstudie samt fallstudier genomförts. Fallstudierna har genomförts i Sverige på myndigheterna Lantmäteriet samt på biståndsmyndigheten Sida. I en fallstudie ingick även utrikesdepartementet samt den svenska regeringen. Tre forskningsrapporter har under åren 2012 till 2014 skrivits och dessa utgör underlag för denna avhandling.   Resultatet av forskningen ger exempel på organisationer som i sitt kvalitetsarbete har ett stort fokus på systematisk mätning och kontroll av arbetsprocesser och betydligt mindre på att innovativt utveckla nya sätt att öka värdet för kunden. Resultatet av forskningen visar också att det finns ett antal hinder för de studerade offentliga förvaltningarna att kombinera det pågående kvalitetsarbetet med en ökad förmåga att arbeta innovativt. Givet att innovativ utveckling är en viktig strategi för att öka kundvärdet indikerar studien att delar av befintligt kvalitetsarbete utgör hinder för att nå ökat kundvärde inom offentlig sektor.     Samtidigt finns det inom kvalitetsrörelsen verktyg och värderingar som kan öka organisationens förmåga till innovation. Kvalitetsrörelsens kärnvärden och verktyg som exempelvis systematiskt cykliskt lärande kan utgöra viktiga verktyg för att skapa gynnsamma förutsättningar för ökad innovationsförmåga. Detta understryker behovet av att identifiera var kvalitetsarbete stärker respektive hindrar innovationsprocesser. Resultatet av forskningen understryker samtidigt behovet av att radikalt utveckla arbetet med innovativa processer inom offentlig förvaltning för att därigenom bättre nå den offentliga förvaltningens övergripande mål.