There are two aspects to the transformation in public service. The first contrasts the bureaucratic paradigm with what is becoming to be a new "post-bureaucratic" paradigm. The second is a review of the new paradigm.
The Bureaucratic Tradition (traditional) versus The Learning Organization (transformed)
The Bureaucratic Tradition
|
The Learning Organization
|
People cheat—Control them |
People perform—Empower them |
Focus on what’s best for the organization |
Focus on what’s best for the customer |
Statute and rule directed |
Mission directed |
Hierarchical |
Team/network oriented |
Centralization of control |
Decentralization/empowerment |
Accountability for conformance to rules |
Accountability for outcomes |
Quality defined as adherence to professional standards |
Quality defined as meeting or exceeding customer expectations |
Manage costs |
Manage value produced |
Exclusive service mandate |
Choice and competition |
