This work is an endeavour on the subject of the Critical Success Factors imposed by Human Resources, in the process of reforms, under the context of New Public Management, particularly, as this applies in the Greek Public Sector and more specifically in the cases of ISO implementation. The fundamental issues it attempts to elucidate are the Human Resources policies that must be applied, so that employees become an integral element for the successful implementation of any introduced reforms. Many scholars have pointed out the gap in literature regarding the effect of New Public Management (NPM) reforms on the human factor. Moreover, in the current Greek reality, in the context of the economic recession and the debt crisis, where public administration reforms are mandatory, the thorough examination of the vital issues, pertaining to Human Resources, consists a major priority. The qualitative research method applied with the employees of the reformed organisations has further aspired to ponder and determine what really matters during the transformational process from the employees’ point of view. The conclusions we have reached underpin the importance of Human Resources motivational factors in the reform process, taking into consideration that the employee is the catalyst for any change effort. Some of those factors were found to be also part of the ISO concept per se, thus, their implementation would boost the employees’ morale, while others must be carefully analysed, planned and implemented by all the stakeholders to further facilitate the change process. We have to bear in mind that, especially under the current dire economic environment, quality reforms could be a challenge, as they combine fiscal discipline and at the same time aspire to increase the employees’ and citizens’ satisfaction. This study goes further to suggest that, the implementation of ISO reforms could help all the participants, provided that the decision makers take into serious consideration the Critical Success Factors outlined herewith, that have been extracted from a survey conducted pertinent to our research. This study focused on the reforms/ISO process as implemented by the Intermediate Managing Authority of the Ionian Islands. Further research on the implications from the implementation of NMP doctrines on Human Resources should be conducted in other Greek governmental organisations, in order to reaffirm the results and possibly enhance the suggested model. Conclusively, our ultimate target is to assist decision makers and encourage them to utilise the arguments depicted, towards the successful implementation of NPM doctrines.

The thesis investigated the application and implementation of marketing practices in public library services in the UK and Republic of Ireland, using local authority leisure services as a comparator. The empirical research included both qualitative and quantitative methodologies to assess marketing strategy development in public libraries, using a comparison with local authority leisure services to provide a contextual framework. The research covered the period 1991-1999, using a triangulation approach of national questionnaire surveys, case study interviews and document analysis, as well as extensive reference to the relevant literature. The research was conducted during a period of increasing economic, political and social pressure to improve the effectiveness and efficiency of public sector services. The growth of consumerism in the 1980s and 90s had increased pressures on public libraries to provide an even wider range of quality services at a time of financial restraint. The hypotheses for the research were: that marketing principles, which have been modified to meet the needs of not-for-profit services, are essential for the delivery of effective public library services; the successful implementation of such relevant marketing principles and practice in public library services is dependent on a range of organizational, environmental and cultural constraints. The research found the hypotheses to be valid; there were a number of significant constraints on public library marketing, including government legislation, budget reductions, local government reorganization, and a lack of marketing awareness and customer orientation. Recommendations included the fundamental reorientation of library service delivery from a product orientated organization to a customer focused service; further research to investigate the linkages between marketing tools and the principles of total quality management; and research into the marketing training and continuing education needs of senior managers, the marketing awareness of elected members, and the in-house training of all library staff in marketing theory and techniques.

Bakgrund: Dagens marknad blir allt mer globaliserad och konkurrensbetonad. Kunder är mer medvetna än tidigare och därmed höjs även kraven på att erhållna produkter och tjänster håller den kvalitet som utlovas. Olika organisationer använder olika metoder, approacher och verktyg för att arbeta med kvalitetsledning och ständiga förbättringar. Ständiga förbättringar förklaras ofta med hjälp av den iterativa PDCA-cykeln. Fastighetsförvaltande företag har ej lämnats opåverkade efter den konkurrensutveckling som skett, och måste allt mer fokusera på att leverera tjänster av hög kvalitet. Syftet: Syftet är att undersöka organisationers kvalitetsarbete med fokus på kvalitetsbrister samt hur metoder för systematiskt kvalitetsarbete kan bidra till ökad kvalitet i fastighetsförvaltande företag. Metod: En fallstudie har utförts på Gavlefastigheter och Gavle Drift & Service. En abduktiv ansats har använts för att besvara syfte och frågeställningar, där teori har inhämtats parallellt med empiriska data från fallföretaget. Den empiriska datainsamlingen har skett genom semistrukturerade intervjuer samt datamaterial från fallföretagets databas. Resultat: Intervjuer och dataanalys visar att Gavlefastigheter och Gavle Drift & Service arbetar förebyggande mot felanmälningar genom att planera underhåll samt genom ronderingar av fastigheter. I dagsläget finns ingen systematisk arbetsmetod för att hantera återkommande kvalitetsbrister.  Det finns ett kvalitetsledningssystem på fallföretaget men medarbetarnas delaktighet och användning av systemet skiljer sig åt. Begränsningar: Studien har funnit svårigheter i att finna tidigare studier om kvalitetsutveckling på fastighetsförvaltande företag. Därav finns begränsningar i teorin vilket därmed påverkar antalet inkluderande artiklar. Detta talar samtidigt för betydelsen av att genomföra en fallstudie inom ämnet. Implikationer: Studiens teoretiska bidrag presenteras som en teoretiskt framtagen metod, med input från fallföretaget, i form av en PDCA-cykel som är tänkt att användas för effektivisering av praktiskt kvalitetsarbete. Studiens praktiska bidrag påvisar i diskussionen hur centrala kvalitetsbegrepp såsom ständiga förbättringar, utveckla ett engagerat ledarskap och skapa förutsättningar för delaktighet kan ha effekt på det systematiska kvalitetsarbetet. / Background: Today’s markets is getting increasingly globalized and competitive. Customers are more aware than before which leads to a higher demand in obtaining the offered quality in services and products. Different organizations use different methods, approaches and tools for quality management and continuous improvements. Continuous improvements are often described with the iterative PDCA-cycle. Property management companies has not been left unaffected due to the globally competitive changes in the market, hence must focus on delivering high quality services and products. Purpose: The purpose of this study is to investigate the quality work of organizations focusing on quality deficiencies and how methods for systematic quality work can contribute to increased quality in property management companies. Method: A case study have been executed on Gavlefastigheter and Gavle Drift & Service. An abductive approach has been used to answer purpose and research questions, where theory have been obtained parallel with empirical data from the case company. The empirical data collection has been done through semi-structured interviews and data collection from the case company database. Findings: Interviews and analysis of data from Gavlefastigheter and Gavle Drift & Service show that proactive work against fault reports by planning maintenance and patrolling the properties. At present there is no systematic working methods for dealing with recurring fault reports. There is a quality management system at the case company, but the employee’s participation and use of the system differs. Limitations: Prior scientific studies of the subject are a limitation on its own. This influences the number of scientific articles included in the study but also on the importance of executing a case study on the subject. Implications: The theoretical contribution of the study is presented as a theoretically developed method, with input from the case company, in the form of a PDCA cycle which is intended to be used for the efficiency of practical quality work. The study's practical contribution demonstrates how central quality concepts such as continuous improvement, developing a committed leadership and creating conditions for participation can influence the systematic quality work.