Evaluate Harrogate Borough Council�s approach to quality management with particular reference to the
system used for performance measurement.What lessons, if any, can be learned from this UK public
sector case study that could be usefully applied in your industry or country. Give reasons for your
answers.
The following conditions must meet in the paper:
1)The answer must raise appropriate critical questions.
2)The answer must include examples from experience or the web with references from relevant examples
from real companies.
3)Do include all your references, as per the Harvard Referencing System
Total Quality Management
Introduction
Harrogate Borough Council’s approach to quality management presents important lessons that
industries and countries could learn. In the contemporary world where quality management is
becoming increasingly important in enhancing company success, it is imperative that industries
consider developing approaches to promote service quality. In reference to performance
measurement, industry players could gain significantly from replicating or deriving relevant
ideas from Harrogate Borough’s strategy. This paper seeks to establish the lessons that can be
learned from the case study and how these can be effectively utilized in my country.
Lessons from Harrogate Borough Council’s approach to quality management
Well defined action plan
Harrogate Borough Council has invested in a Corporate Action Plan to guide the entity in
defining targets, action plans, objectives and priorities. The action plan which is reviewed twice
a year to gauge performance helps Harrogate Borough to monitor performance and take
appropriate actions based on performance measurement outcomes. The Action Plan also doubles
up as the Best Value Performance Plan in delivering the Council’s targets. My Country should
come up with specific action plans for all its units and use the action plans to measure their
annual performance. Development of an action plan is of great significance in promoting
effective quality performance measurement. Action plans set the pace for performance by
indicating the organisation’s priorities, objectives and long-term plans (Dowd, 2002, p. R123).
The Swedish government for example has witnessed significant performance improvement the
Swedish Energy Sector. More specifically, the focus on energy savings and energy efficiency has
been successful, with the results showing a 6 percent decrease in energy use between 2000 and
2009 (Odyssee-Mure, 2010). Sweden seeks to reduce total energy use by 20 percent and 50
percent by 2020 and 2050 respectively through its action plan.
Result-oriented measures for optimal results
Establishing results-oriented measures is one of the established good practices in performance
management. This calls for the organisation to set specific targets or objectives to be achieved by
its quality management system. Such targets are then compared to the outcomes to determine
whether the organisation met its intended goals and objectives for the period (Pardee, 2005, p.
14). The Council strategically defines its goals and objectives; which form the core of its quality
management plan. Setting specific objectives according to Dowd (2002, p. R122) ensures that
the organisation can develop an efficient plan. My Country could learn from Harrogate
Borough’s Council to effectively define the intended results when formulating performance
management plans and thus use them as a basis for assessing performance. This however raises
the question “How can the objectives set act as a good basis for performance measurement?” It is
imperative that objectives are clear and precise, identify specific results, are measurable, lead to
goal attainment, achievable, realistic and time-specific in terms of completion (Pardee, 2005, p.
15). Developing objectives that meet these specifications ensures that they can be effectively
used for measuring performance at the end of the set period. BP for example sets SMART
objectives through its five year development plans. Objectives and strategies on how they will be
achieved are clearly stated as well as the timelines are stated to guide the organisation to realize
these objectives. Accordingly, the company has managed to remain one of the largest gas and oil
corporations (bp.com).
Performance Indicators (PI) are highly effective in measuring performance as they act as a guide
to the organisation and its employees on what is expected of them as a measure of performance.
Harrogate Borough Council has incorporated the use of PI’s in their action plan, where they have
developed performance indicators and set support guidance and audit procedures to follow up on
these performance measures. This is a great lesson for my Country and if adopted it could play a
great role in promoting performance. This is because they motivate staff to work towards
achieving the set goals. Mullen (2004, p. 220-222) note that performance indicators as a means
for measuring performance help the management gauge the effectiveness of its strategies and
employees through assessing the end results. Positive results are an indication that the level of
performance is good. My country would therefore enhance quality and promote performance
through this strategy.
Focus on accountability
Specific rules on accountability at all levels of the organisation ensure that performance
measurement is effective. According to Shah (2014, p. 345), accountability plays the role of
ensuring that set objectives are met, by comparing the outcomes to the set goals. This is a lesson
that is well exemplified by Harrogate Borough Council, which holds or Chief Officers
accountable for their units. In this respect, the Chief officers are appraised for performance every
six months, where they report on their progress to the Chief Executive Officer. There are also
specific arrangements for performance management in each department which hold each officer
and member accountable for the achievement of set objectives. The County’s commitment to
accountability is a lesson that my Country could make use of in improving the quality of
performance in various public sector dockets; through ensuring that officers are held accountable
for meeting set goals and objectives.
Performance monitoring
Constant reviews are of great significance in performance management and this is among the
lessons that my country might learn from Harrogate Borough County. In order to effectively
measure performance, the Council conducts performance appraisal each year; where Chief
Officers are expected to report to the Chief Executive on their departmental performance as well
as their own performance during an annual appraisal interview. The Chief Officers are also
reviewed every six months to determine progress and any changes in objectives in order to plan
for the future. The Chief Executive Officer does various kinds of reviews during the year
including ad hoc reviews. In addition, the Chief Executive conducts weekly meetings with the
political leadership and the Corporate Management Team where performance and reports on
progress are given priority.
Reviews ensure that set objectives are achieved throughout the year and that specific remedies
can be undertaken to address any shortcomings (Amsler, Findley and Ingram, 2009, p. 14-16).
The case study highlights the high level of importance placed on reviews to ensure that the
Council’s objectives are being met. This is an indication of their commitment to quality and
excellent performance. “Would this lesson be helpful in mobilizing resources and promoting the
lack of accountability among government officials which often leads to poor public service?”
One would ask. The answer is country could therefore take the lesson of ad hoc reviews as a
means of promoting performance and ensuring set goals and objectives are met. By emulating
Harrogate Borough Council, my country would effectively monitor performance through annual
appraisals and developing constant planned and ad hoc reviews. In order to facilitate this, the
management would have to ensure that it sets clear objectives as illustrated in the previous
lesson, how these objectives should be met and the timelines for each. This would ensure that the
responsible individuals are aware of what is expected from them.
Conclusion
Harrogate Borough Council is an excellent role model for organisations and countries to emulate
as far as their quality management and performance measurement strategies are concerned. In
this discussion, it is established that the Council has a well planned action plan defining its
objectives, goals and responsibilities for each player in the entity. Specific and well defined
objectives ensure that the Council can accurately measure performance. The fact that
accountability is given priority in the Council’s action plan ensures that managers can deliver on
their expectations. Lastly, effective monitoring of performance which includes constant reviews
and performance appraisal are an indication of the Council’s commitment to promoting
performance and are a good example of what other entities can emulate.
References
Amsler, G. M., Findley, H. M., & Ingram, E. (2009). Performance monitoring: Guidance for the
modern workplace. SuperVision,70(11), 12-18.
