
132 Designing Service Excellence
and policy implementers. Divergence between performance measurement
and organizational goals can lead to dysfunctional behavior.
29
Goal diver-
gence may stem from the multiple principles and multiple work tasks of
public sector organizations.
30
When designing public sector policy, it is
therefore important to take into account the multiple work tasks and the
variousprincipals.
31
Public Service Excellence
The most important factor seems to be related to leadership. This includes
the perceptions of ofcers in the quality of the leaders. Within this there are
several dimensions. At the level of the local ofces, the ...