Miscellaneous reports, papers and invited professional and academic keynote conference papers

MISCELLANEOUS PROJECTS

 

 

Most of my personal research activity is funded from income that I generate in three main ways: commissioned research projects; surplus funds from consultancy; and fees received for specialist advice or invited presentations.  The following are examples of recent projects.  Further details on request.

 

The Home Office:

  • Secondment for 6 weeks to assist with and advise the Home Secretary on the Home Office transformation plan
  • Conducting a seminar to develop a Ministerial/Official "Compact"

 

Strathclyde Police:

  • Conducting customer quality of service surveys
  • Presenting seminars on Best Value and Service Quality
  • Presenting to the Chief Constable's Board
  • Judging and presenting annual service quality awards

 

Scottish Qualifications Authority:

  • Presenting seminar on Best Value
  • Running pilot modules for Executive Masters degree programme

 

National Health Service (Scotland):

  • Presentation on Evaluating Partnership Working in the NHS

 

Scottish Trade Union Research Network Conference

  • Organising biennial conference and producing published proceedings

 

Scottish Executive/Government

  • Scoping research being conducted in Scottish Universities and in the Scottish Executive

 

 

Holyrood Events

 

  • Convened Future of Government series of conferences sponsored by Brodies LLP
  • I also regularly engage in other consultancy projects in collaboration with Brodies LLP Public Sector Consulting Team

 

Further details of these projects can be obtained on request.

 



MISCELLANEOUS PUBLICATIONS

 

Donnelly, M.,  An investigation of the management and economics of a Red Deer farm enterprise using a computer model,  Ph.D. Thesis, Stirling, 1989, 329p.

 

Donnelly, M., Decision Making in Local Government: a Role for Management Science, Local Government Management Board, April 1993

 

Donnelly, M., Report to the Scottish Trades Union Congress on the surveys of delegates to the 97th annual STUC congress in Dundee, STUC, August 1994

 

Donnelly, M., The applicability of Data Envelopment Analysis to compare the performance of local authorities in England and Wales, submission to the Audit Commission (London) in response to the consultation paper National Publication of the Citizen's Charter Indicators, August 1994

 

Donnelly, M. and Dalrymple, J.F., Report on the SERVQUAL study of the quality of service of the Food Safety Regulatory Inspectorate Service in the City of Edinburgh District Council, Report to the City of Edinburgh District Council Environmental Health Department, Edinburgh, September 1995

 

Donnelly, M., Councillors' Roles and Responsibilities, Report to East Dunbartonshire Unitary Council, October 1995

 

Donnelly, M. ,Shiu, E., and Dalrymple, J.F., Report on the 1995 Stirling District Libraries SERVQUAL Study, November 1995

 

Shiu, E., and Donnelly, M., Report on the Stirling District Rainbow Slides Leisure Centre 1995 SERVQUAL Study, November 1995

 

Donnelly, M., Redundant Defence Workers Survey: a report commissioned by the Strathclyde Defence Industries Working Group, March 1996

 

Broussine, M. and Donnelly, M., Review of Somerset County Council's Committees and Boards, November 1998

 

Donnelly, M., East Dunbartonshire Council's Residents' Survey 1999, March 1999

 

Donnelly, M., Bathie, D., McDonald, I., Roberts, S., Russow, R. and Lince, H., Submission from the Department of Management and Marketing's Centre for Managing Diversity to the Scottish Executive's "Towards an equality strategy" consultation paper, March 2000

 

Donnelly, M. Guest Editor for 3rd edition of the MCB / Bristol Business School Teaching and Research Review, Internet Publication, http://www.uwe.ac.uk/bbs/trr/home.html

 

Closer to the promised land ?  Society Guardian, 5 November 2003, p3

 

Strathclyde Police: Quality of Service: Report on a study of the quality of service to Strathclyde Police  Report presented to a meeting of the Strathclyde Police Board, City of Glasgow Council Chambers, August 2006


Taking Stock in Scotland is not like Whitehall   The Scotsman, Government and Public Affairs section, pp 40-41, 13 October, 2006



MISCELLANEOUS CONFERENCE PRESENTATIONS


Marketing a Local Sports Council, Invited Keynote address to Scottish Association of Local Sports Councils Annual Conference, 1989

 

People Matters, Invited Keynote address to Association of Directors of Recreation, Leisure and Tourism Annual Conference, 1990

 

People Matter - A Seminar Approach, Scottish Libraries Association 77th Annual Conference, 1991

 

Managing People and Quality in a Climate of Change, Professions and Management in Britain, University of Stirling, August 1993.

 

Measuring Local Government Service Quality, Invited Keynote address to Scottish Policy Performance and Review Network, New Lanark, October 1993

 

Towards New Local Governance: research, policy and practice. Workshop No 8: Management of Change and Service Performance, Invited presentation to Scottish Local Government Academic Network Inaugural Conference, September 1994

 

Measuring Service Quality in Health Service Organisations: the SERVQUAL Approach, Invited presentation to Health Service Operations Research Group Seminar, Glasgow, November 1994

 

Measuring Service Quality in Local Government, TQM First World Congress, Sheffield, April 1995

 

The Portability of the SERVQUAL Scale to the Public Sector, TQM First World Congress, Sheffield, April 1995

 

The use of the SERVQUAL Scale to assess local government services, Second International Conference in Targetting, Measurement and Analysis for Marketing, London, June 1995

 

Measuring Service Quality in the Public Sector. The Royal Statistical Society Conference, Telford, July 1995

 

Measuring Service Quality in the Public Sector.  International Statistical Institute Conference.  Beijing, August, 1995

 

The applicability of Data Envelopment Analysis as a basis for Performance Management in Local Government Services. International Research Symposium on Services Management, Bournemouth, September 1995

 

Assessing the Quality of Local Government Service provision using the SERVQUAL Scale.  International Research Symposium on Services Management, Bournemouth, September 1995.

 

The use and some limitations of SERVQUAL to measure service quality in Local Government.  Invited presentation to the Scottish Quality Exchange, Glasgow Caledonian University (Economics Department), September 1995

 

The potential and some limitations of Data Envelopment Analysis in measuring local government service efficiency.  Invited presentation to the Operations Research Group (Scotland), Glasgow Caledonian University (Mathematics Department), November 1995

 

Managing management research into measuring Local Government service quality, Scottish Conference on Organisational Transformations, November 1995, University of Strathclyde, Glasgow.

 

The portability and validity of the SERVQUAL Scale in measuring the quality of local government service provision, The  International Research Symposium on Public Services Management, Aston Business School, Birmingham, March 1996

 

Measuring service quality in the voluntary and local government sectors, The International Research Symposium on Public Services Management, Aston Business School, Birmingham, March 1996

 

Listening to Customers, Invited Keynote address to Going for Promotion, a conference organised by the Scottish Branch of the Audio/Visual Group of the Scottish Library Association, March 1996, Coatbridge

 

Why Councils should be interested in Quality, Invited Keynote address to Quality - Why Does it Matter, How can it be Measured and How can it be Achieved, a conference organised by the Scottish Local Government Information Unit,  March 1996, Hamilton.

 

Service Excellence in Local Government, 1st International Conference on ISO 9000 and Total Quality Management, DeMontford University, Leicester,April 1996

 

The Way Forward - quality in partnership, Invited Keynote address to Annual conference of the Association of Directors of Recreation, Leisure and Tourism, East Kilbride, Scotland, May 1996

 

Adapting the SERVQUAL Scale and approach to meet the needs of Local Authority services, TQM in Action, Sheffield, July 1996

 

Assessing service quality in charity and voluntary organisations, TQM in Action, Sheffield, July 1996

 

Measuring Service Quality in the Public Sector, Presentation to the National Institute of Statistics, Montevideo, Uruguay, July 1996

 

Managing Customer Complaints, Invited Keynote address to Local Authority Complaints Procedures, a conference organised by the Scottish Local Government Information Unit , Stirling, October 1996

 

The portability and validity of the SERVQUAL Scale in measuring the quality of local public service provision, The International Conference on Quality, Union of Japanese Scientists and Engineers, Yokohama, Japan,  October 1996

 

Performance Measurement - benchmarking, national and local performance indicators, ISO 9000 and other quality systems, Invited Keynote address to Positive Alternatives to C.C.T., a conference organised by the Scottish Local Government Information Unit, Glasgow,  October 1996


Comparing the Incomparable: DEA in the library service, Invited Keynote address to Advanced models for customer service, a conference organised by the Scottish Quality Exchange, Stirling University (Management Science Department), March 1997

 

The use of Data Envelopment Analysis to obtain cross-sectoral benchmarking targets and partners using the EFQM Business Excellence Model without a priori element weightings, 2nd International Conference on ISO 9000 and Total Quality Management, Luton, 1997

 

Managing and evaluating customer complaint procedures in local government, 2nd TQM Congress, Sheffield, June/July 1997

 

The Balanced Scorecard and Benchmarking, Invited Keynote address to Policy and Performance Review (Scotland) Network Seminar, Edinburgh, March 1998

 

Implementing Best Value: Models of Quality Management, Best Value: Principles into Practice - Implementation and Assessment, Invited Keynote address to ADLO (Scottish Region) and Scottish Local Government Information Unit conference, Dundee, April 1998

 

Assessing the quality of care for the elderly using the SERVQUAL approach and modified instruments, 3rd International Conference on Strategic Issues in Health Care Management - Managing Quality and Controlling Cost, St Andrews, Scotland, April 1998

 

Making the difference: quality in the public sector", Invited Keynote Keynote address to the 3rd International Conference on ISO 9000 and Total Quality Management, Hong Kong, April 1998

 

Issues in strategy formation in local government service operations, 5th International Conference of the European Operations Management Association, Operations Management: future issues and competitive responses, Dublin, June 1998

 

Making Democracy Work: strategies for empowering women in political and public life - organising an election campaign, Invited contribution to International Seminar (Programme 98052) organised by The British Council, Glasgow, 30 August - 5 September 1998

 

Delivering Quality Services, Invited Keynote address to Northern Ireland Society of Local Authority Chief Executives 1998 Annual Conference, Londonderry, Northern Ireland, 22-23 October 1998

 

Assessing the quality of a local authority housing repairs service using the SERVQUAL approach, 3rd International and 6th National Conference on Quality Management, Melbourne, Australia, 8 -10 February 1999


Making the difference: quality strategy in the public sector, Invited Keynote address to the 3rd International and 6th National Conference on Quality Management, Melbourne, Australia, 8 -10 February 1999

 

Assessing the quality of care for the elderly using the SERVQUAL approach and modified instruments, Invited Keynote contribution address to 4th International Conference on ISO9000 and Total Quality Management, Hong Kong, April 1999

 

Commissioning and Managing Research, Invited Keynote address to Scottish Local Government Information Unit Seminar, Glasgow, April 1999

 

Assessing the quality of care for the elderly using the SERVQUAL approach and modified instruments, 1st Scottish trade Union Research Network Conference, Glasgow, June/July 1999

 

Assessing service quality and its link with value for money in a UK local authority's housing repairs service using the SERVQUAL approach, 4th World Congress for TQM, Integrating for Excellence: Achieving Customer Loyalty, Sheffield, June 1999

 

Who sets the Standards?, Invited Keynote address to the Scottish Conference of The Policy Network, New Standards for a New Scotland, Edinburgh, November 1999

 

Quality, Learning and Entrepreneurship in the Public Sector, 3rd Enterprise and Learning Conference, Paisley, November 1999

 

Making Democracy Work: strategies for empowering women in political and public life - organising an election campaign, Invited contribution to International Seminar organised by The British Council, Addis Ababa, Ethiopia, March 2000

 

Best Value Service plans in Scottish Local Authorities, Invited Keynote address to Scottish Local Government Information Unit and Association of Direct Labour Organisations conference "Best=Better Value", Dundee, March 2000

 

Best Value Service Reviews in UK Local Government, Invited Keynote address to the 5th International Conference on ISO9000 and TQM, Singapore, April 2000

 

Best Value in UK Local Government: the role and process of Service Reviews, Invited Keynote address to CIPFA (Northern Ireland) and IPF conference, Belfast, May 2000

 

Getting to know you: building and using performance information portfolios in local government, 2nd Scottish Trade Union Research Network Conference, Glasgow, June 2000


Assessing the quality of service provided by market research agencies, 5th World Congress on Total Quality Management - the Naked Truth about Business Excellence, Sheffield, July 2000  

 

Putting Customers First, Invited Keynote address to Employers in Voluntary Housing conference "Chewin' the Fat", Aviemore, September 2000

 

Getting to know you: building and using performance information portfolios in local government, Invited Keynote address to 5th International and 8th National Research Conference on Quality and Innovation Management, Melbourne, Australia, February 2001

 

Assessing Stakeholders' views of the quality of a Local Authority's Home Care service, 6th International Conference on ISO 9000 and TQM, Ayr, Scotland, April 2001

 

Values into Value, Invited Keynote address to 6th International Conference on ISO 9000 and TQM, Ayr, Scotland, April 2001

 

Accounting, Business and Management Students: an International Comparison, paper presented to the Conference of the Higher Education Academy, Thames Valley University, London, April 2001 (co-authored by Donnelly, M., McCormack, D. and Rimmer, R.,)

 

The Role of Benchmarking in Service Reviews, Invited Keynote address to Benchmarking: Art or Science, a seminar organised by The Scottish Local Government Information Unit, Glasgow, May 2001

 

Connecting with Stakeholders and Customers, Invited presentation to the Best Value and Quality Forum, IPF and CIPFA Northern Ireland, Belfast, September 2001

 

The Paradox of Partnership, Invited presentation to the Catering and Cleaning Services Seminar of the Association for Public Service Excellence, Aviemore, September 2001

 

What's so special about Special Advisers, seminars presented to various groups of senior civil servants at The Scottish Executive, April 2002

 

Effective Network Mobilisation in Local Government, seminar presented to the Senior Local Government Group in the Scottish Executive, May 2002

 

Are They Being Served - Quality services in the public and private sectors, Professorial Masterclass series presented at the University of Paisley, the University Campus Ayr, and the Crichton Campus, Dumfries, May/June 2002

 

Challenges for Leaders in Political Organisations, presentation to seminar organised by the Scottish Leadership Foundation as part of their Collaborative Leadership Programme for local authority and other public service executives in Scotland, Clydebank, June 2003

 

Well, what do you expect?  and  Working together, seminar interventions designed to assist and develop effective working between Scottish Cabinet Ministers and the Scottish Executive Management Group, January 2003, June 2003 and March 2004

 

It's about people, stupid, Invited Keynote Speech to the 2004 Public Sector People Management Expo and Conference, SECC, Glasgow, February 2004

 

Cusp not Crisis: "changing to deliver" in Scottish government, Invited Keynote address to 9th International Conference on ISO 9000 and TQM, Bangkok, April 2004

Some paradoxes of partnerships presented to The Fourth Scottish Trade Union Research Network Conference, Glasgow, June 2004

 

Key issues for the STUC, invited keynote speech to the STUC General Council, Edinburgh, June 2004

 

The Working Poor, seminar commissioned by the Office of the First Minister involving Scottish Executive, charity and voluntary sector participants to discuss low pay policy issues, Communities Scotland, Glasgow, June 2004

 

A Cunning Plan invited keynote presentation to the Scottish Executive Social Research professional group, Stirling, March 2005

 

Question Time invited panellist at 2005 CIPD Annual Conference  "Orchestrating Success", Dunblane, March 2005

 

Accounting, Business and Management Students: an International Comparison, paper presented to the Conference of the Higher Education Academy, Thames Valley University, London, April 2005

 

Public Service Improvement, tutorial presented at the 10th International Conference on ISO9000 and TQM and the 5th Shanghai International Symposium on Quality, TQM and Six Sigma for Competitiveness, Shanghai, 2005

 

Coping with Conflict to be presented to the 2005 Annual Conference of the Scottish Association of Directors of Social Work, Crieff, 2005

 

Business Studies students in two Commonwealth universities to be presented to the annual Research and Lifelong Learning and Teaching conference themed on "Pedagogy and Learning Cultures", Stirling, 2005

 

Governance Capacity and Capabilities, Presented to the 11th International Conference on ISO9000 and TQM, TQM and Corporate Governance, Hong Kong, April 2006

 

Assessing service quality of Strathclyde police force: An application and examination of the SERVQUAL approach, International Research Symposium on Public Management, Glasgow Caledonian University, Glasgow, April 2006 (co-authored by Shiu, E.M., Donnelly, M. Rimmer, R. and Kerr, N.J.)

 

Quality of Service in Strathclyde Police, presentation to senior staff conference of Strathclyde Police Force, Jackton, East Kilbride, April 2006

 

Invited Convenor of Making Coalitions Work Holyrood Events National Conference, National Science Museum, Edinburgh, November 2006

 

Invited Convenor of Who Delivers Public Services Holyrood Events National Conference, Glasgow, December, 2006

 

Invited Convenor of Who Delivers Public Services Holyrood Events National Conference, Royal Concert Hall, Glasgow, June 2007

 

Invited Keynote A New Model for Government at the conference "Devolution Ten Years On" organised by The Law Society of Scotland at the University of Edinburgh, September 2009