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The second IMC term builds upon the first, relating the importance of the internal operational capacity to the external environment. However, in this second term, the focus is on the specifics of operational effectiveness, rather than on the broader strategic examination of the first term.

The second IMC term builds upon the first, relating the importance of the internal operational capacity to the external environment.

A suburban town experiences controversy and service gridlock over construction and land use permit processing. Students work on how to find tools to correct these service and political problems.

Instructors may use this case to teach operations analysis, and demonstrate the use of "continuous improvement" or "work re-engineering," inclusive decision-making and strategic organizational deve

This case study will examine the leadership challenges and key decision points in designing a system that did, in fact, facilitate the adjudication over 99 percent of the appeals received within the statutory timeframe of 15 days. It will also discuss how decision-making choices led to the development of new technologies and intra-agency collaboration that will be carried into the future to further improve services to the public.

This case is offered as part of the Recovery Act Case Program and serves as a best example of the efforts of the large network of federal, state, local, non-profit, and private sector partners who

This report is offered as part of the Recovery Act Case Program and serves as a best example of the efforts of the large network of federal, state, local, non-profit, and private sector partners who contributed in the implementation of the 2009 American Recovery and Reinvestment Act.

The American Recovery and Reinvestment Act of 2009 (Recovery Act), signed by President Barack Obama on February 17, 2009, provided America with a $787 billion investment package to ―… boost the fai

Air Force Materiel Command (A) & (B) are about the intellectual work that managers do to design and change organizational purposes and practices.The cases deal with dilemmas facing a new commander of a huge, support organization, in danger of losing control of its destiny.

Air Force Materiel Command (A) & (B) are about the intellectual work that managers do to design and change organizational purposes and practices.

Covers the history of the Pacifica Foundation of California, including a detailed description of interpersonal conflict between 1993 and 2000. This case explores the relationship between organizational behavior and organizational design.

Pacifica Foundation covers the history of the Pacifica Foundation of California, from the 1940s to the year 2000.

Students gain insight into the subtle and unsubtle mechanics of state health politics and how they affect managed care demonstration projects. Also familiarizes students with fee-for-service provider plans and programs for low-income consumers.

Experimental programs are gaining popularity among state policy makers as a means to innovate in small, protected steps.

As a result of activities within the Abu Ghraib prison, Donald Rumsfeld faced circumstances that were arguably as grave as any leader will ever encounter. The case offers a useful opportunity to apply frameworks taught in public management and policy courses.

During the U.S. led war in Iraq, allegations of prisoner abuse within the Abu Ghraib prison evoked angry reactions worldwide.

A classic case of operational problems in delivering a service familiar to us all. Allows students to think practically and analytically about service quality and operational issues.

As the agency responsible for licensing and certifying motor vehicles and their operators, the Massachusetts Registry of Motor Vehicles serves over five million people a year - 3.5 million on a per

Describes utility's efforts to solve customer service failures and make transition to ambitious new recycling program requiring changes in citizen, as well as agency, behavior.

While there was a myriad of policy decisions that plagued the Seattle Solid Waste Utility, the agency also faced mounting customer dissatisfaction from consumers and the press who were becoming mor