On the Service Potential of Staff in Line‐Staff Relationships

Abstract

Presents a model used by the Dutch Ministry of Home Affairs for analysing staff tasks. This model provides a productive base for examining and evaluating the added value staff can have for the organization. Using this model, responsibilities and competences can be assigned to line management and staff and the relationship between suppliers (staff) and clients (line) becomes lucid. Includes a discussion on the development of staff and the instruments introduced by which staff units improve their service functioning: decentralization, working with product plans and output norms, and improvement of the information supply processes.

Citation

Plesch, B.E.C., Broekhuis, M. and Disselen, K.E. (1992), "On the Service Potential of Staff in Line‐Staff Relationships", International Journal of Service Industry Management, Vol. 3 No. 2, pp. 37-44. https://doi.org/10.1108/09564239210011999