Managing Service Delivery

PADM-GP.4111, 1.5 points.

Semester: Spring


This course will help students understand the nuances, complexities and challenges of managing the delivery of services for a public purpose. Through the introduction of key concepts, issues, strategies and analytical methods, students will be able to understand the role of public managers in optimizing service delivery at a time when demand is increasing and public resources are growing ever scarcer. Specifically, the course is designed to enable students to:

Gain insight into the dynamics of managing services, day-to-day;

Understand theories of Organizational Processes and how they apply to the delivery of services to the public;

Manage issues related to waiting for the provision of public services;

Become familiar with the opportunities and pitfalls of Privatizing public services;

Understand how positioning the consumers of public services as customers has the potential to increase accountability;

Learn basic concepts of Supply Chain Management and how they apply to the provision of public services



Semester Instructor Syllabus Link
Spring 2015Michael DuffySyllabus
Spring 2014Michael DuffySyllabus
Spring 2014Michael DuffySyllabus
Spring 2013Michael DuffySyllabus
Semester Instructor Evaluation Link
Spring 2015Michael DuffyEvaluation
Spring 2013Michael DuffyEvaluation
Spring 2012Duffy, MichaelEvaluation
Puck with Street Sign