This case is designed to illustrate the difficulties of working to improve customer service in a resource-challenged setting with little or no formal authority. Additionally, the case provides examples of historical data and continuous quality improvement (CQI) implementation that could or could not benefit those it was intended to serve.
The five mini-cases on ethics in managerial decision-making are intended to portray real life managerial dilemmas in a way that will help students develop frameworks for addressing those dilemmas.
The California Bureau of Public Lands is responsible for the management of all state-owned lands. It contracts with private timber companies to harvest timber. As part of the Program Analysis team, Gil Silver is designated to review the Bureau’s contract with a major timber company— Thompson Timber Co.—after intense opposition from small lumber companies and farm, labor and conservation groups. These groups claim the Bureau gives preferential treatment to big companies who ignore conservation requirements.
Wyandotte County, Kansas consistently ranks near the bottom in health outcomes in the state. It is also one of the state’s poorest, most diverse counties. The County has made some important economic strides recently, and its government has begun to take an increasingly active role in trying to improve health. This case offers a detailed description of the County, its residents, their health outcomes, the health care system, and how health reform could change the landscape.
"Making Work Pay" for Seattle Public Housing Residents: Jobs Plus and the Challenge of Serving Diverse Populations
This teaching case explores how diversity issues ranging from race and ethnicity to religion and culture span the domain of public leadership. Students are asked to step into the shoes of employment services trainer Alice Rhodes, identify problems in a job training program she is offering to residents of a public housing community, and respond to some of the challenges she faces in meeting her contracted goals.
The Campaign for Fluoridation in Skagit County explores how key issues of science and public policy are addressed within the intense environment of a ballot initiative. Based upon a contentious water fluoridation battle that took place in Washington State, the case helps the student examine the ways in which complex information and ideas can shape a public debate, and the strategies proponents may utilize to overcome public mistrust.
The case begins in Spring 2007 with Paul Shoemaker and Ruth Jones, the respective executive directors of Social Venture Partners (SVP) Seattle and Social Venture Partners International (SVPI). It chronicles the history of SVP Seattle and the subsequent formation of SVPI, the international network of SVP affiliates. The case contrasts the ambitious goals for the exponential growth of SVPs in 2001 to the moderate growth it had actually achieved by 2007.
This case focuses on Monty Paradis, a manager charged with overseeing farm worker health and safety, who discovers surprising results in the data he has about a state regulatory program called the Eyes and Falls initiative. This data dispel his previous assumptions, and other results that leave him with more questions than answers. In an effort to rigorously analyze the data on this initiative, he employed regression analysis to determine whether the initiative showed a relative decrease in injuries and costs.
This case is written from the perspective of Lemia Simbulan, director of the Andres Soriano Foundation (ASF), a local Philippine organization collaborating with PATH, an international nonprofit organization to implement an environmental management project. The purpose of the case is two-fold. First, the case asks students to analyze the challenges facing a relationship between two very different nonprofit organizations trying to implement a program in the challenging context of a developing country.
This case describes the role of performance information in a contentious effort to reform planning and zoning procedures in the fictional City of Emerald City. It is designed to illustrate two key aspects of contemporary performance management.