Hmm, lots of people here...

October 31, 2011 10:50 AM

I've just become a new manager, help me understand/improve this public sector service delivery organisation.

I have recently started working as an area manager
for an organisation that delivers driving exams in the UK. I've never done anything like this before (my background is in central government policy work) so this is a little daunting. I'll be managing two people directly, but under them over a hundred. Eep.

I'm looking for resources that will help me understand how to manage a large distributed workforce (kind of like this book, but for Area Managers, I guess there are loads of them in retail?).

Also very interested in anything about improving performance/customer service in operational public sector organisations more generally. I guess this is something that McKinsey are always looking at?

And of course, any general MeFite personal wisdom would be greatly appreciated. I'm in the UK, but interested in good stuff from anywhere.

Thanks!

posted by greytape to Work & Money (1 answer total)

Best answer: I think you need to go buy and read James Q. Wilson's Bureaucracy: What Government Agencies Do And Why They Do It .
posted by shothotbot at 4:36 PM on October 31, 2011 [1 favorite]