Process Innovation in Local Governments: an empirical study of continuous improvement effort<br>DOI: 10.7819/rbgn.v15i47.1160

Abstract

This article seeks to explore and understand how the process innovation (PI) is being applied in Spanish local administrations over the years. Therefore, we have conducted a qualitative study using a case study research method in four Spanish municipalities, using the following strategies for data gathering: direct observation, participatory observation, document analysis, and semi-structured in-depth interviews. Theories or schools of thought on which the study is based include Public Management and Operations Management in the field of Process Innovation. The findings indicate that the implementation of the PI in local governments is conducted through a series of evolving stages and improvement activities. The impact in the different processes and public services has been beneficial in terms of internal performance and satisfaction to the citizen. Therefore, when such public institutions have had the will and the commitment of politicians and senior technicians to innovate their work processes, such effort has been steadily practiced over the years. It is one of the first studies to explore the application of Process Innovation in public management of local governments.

The Role of Family Character in Cooperation Agreements

“…So, commitment to proper quality management aims to increase the productivity of the organization, reduce costs, increase flexibility, increase employee motivation, improve reliability, etc. (Terziovski & Sohal, 2000;Suárez-Barraza, 2013). In this line, the academic literature seems to confirm a positive relationship between the effective implementation of quality management and innovation (McAdam, Armstrong, & Kelly, 1998;Tambunan, 2005;Martínez-Román, Gamero, & Tamayo, 2011;Tuffa Birru, 2011;Tamayo, Romero, Gamero, & Martínez-Román, 2015), as well as with the company's results (Terziovski & Sohal, 2000;Grütter, Field, & Faull, 2002;Cho & Pucik, 2005;Lakhal, Pasin, & Limam, 2006).…”

Empirical Evidence Governance Innovation in Public Service

“…However, the same policy that does not exist, limitation knowledge, also contributes to why process innovation is difficult to implement. Suárez-Barraza (2013), in his study, reveals that the innovation process is done gradually in the Spanish local government by growing desire and leadership commitment of the region, legislators (politicians), and the bureaucratic apparatus to do innovation. Other arguments also reveal that the innovation process will affect management and organization (Walker, 2014).…”