7R REWDLQ D ULFKHU SHUVSHFWLYH RI WKH 2UJDQLVDWLRQDO &DSDELOLWLHV DQG 3HRSOH 'HYHORSPHQW GLPHQVLRQ WKH UHVHDUFKHU LQFOXGHG D VHULHV RI TXHVWLRQV LQ WKH VHPL VWUXFWXUHG TXHVWLRQQDLUH 4 WKURXJK WR 4 LQVWHDG RI DVNLQJ WKH VLQJOH TXHVWLRQ ³ZKDWFDSDELOLWLHVGR\RXGHYHORSWRGULYHNH\SURFHVVHVWRGHOLYHUVWDNHKROGHUYDOXH"´ DNH\TXHVWLRQUHODWHGWRWKH3ULVP1HHO\$GDPV .HQQHUOH\+RZHYHULQ WKHIROORZXSLQWHUYLHZVWKHUHVHDUFKHUGLGDVNWKLVTXHVWLRQLQRUGHUWRFURVVYDOLGDWH WKHUHVSRQVHV7KHPRVWIUHTXHQWO\FLWHGUHVRXUFHVZHUHtheBoard of Directors (n = 8); Professionals and/or the Senior Leadership (n = 9)Training (n = 6)Infrastructure and Technology (n = 5)DQGMarketing and/or Promotion(n = 4). 7KHUHVSRQGHQWV
1 DQG 1 XVHG WKH SKUDVH ³creating brand awareness” WR GHVFULEHMarketing and Promotion PRUH SUHFLVHO\. The UHVSRQGHQWV DOVR PHQWLRQHG WKDW WKHLU RUJDQLVDWLRQ¶V
UHVRXUFHVGULYHWKHSURFHVVHV7KHNH\TXRWHVIURPSDUWLFLSDQWV¶UHVSRQVHVRQUHVRXUFHV DUHPHQWLRQHGEHORZ
Our staff do a good job; we highly value their contribution; coz we have an internal training system and we identify most of the training needs from our internal audits; the audits identify things that we ought to put into training to tap human resource development parameters. I’d say that we have a comprehensive management information system that identifies human resource development needs1
There are number of factors that affect performance. One is the shortage of skilled staff. I mean people who are qualified and have the required knowledge around managing disability services. This is a big challenge to us. The second factor is a good IT system. We have got quite a sophisticated IT platform for reporting our achievements towards the mission, performance, incidents, and tracking people. We provide training for legacy staff to upskill using our IT platforms.1
We do client surveys to gauge our brand awareness, because we want to make sure that the donating clients are happy with what we have been doing. We ask donating clients what they know about us and what service we provide. Because we are in (the) healthcare, there is a perception among donors that we get heaps of funding from the government. The truth is that that we get none. Therefore, we have to increase our brand value through marketing
and promotion.1
We need to make sure that our teams keep going and our IT system keeps going, helping information sharing to improve our
performance.$
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eople DQGOrganisational Infrastructure. 7KLV DOVRUHTXLUHV DQDGMXVWPHQWLQ WKHFRUUHVSRQGLQJWHQWDWLYHFDXVDO
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
)RU 4 DOO UHVSRQGHQWV FLWHG WKHLU SHRSOH DV WKH PDMRU VWUHQJWK DQGRU WKH PDMRU FDSDELOLW\ RI WKHLU RUJDQLVDWLRQ LQ WKH IROORZXS LQWHUYLHZV WKH\ DOVR PHQWLRQHG WKH LPSRUWDQFH RI VWDII WUDLQLQJ ZKLFK DOVR LQFOXGHV WUDLQLQJ YROXQWHHUV WKH YHUEDO UHVSRQVHVWKDWHPHUJHGIURP4ZHUHFRQVLVWHQWZLWKWKHZULWWHQUHVSRQVHVWKDWWKH\ SURYLGHG IRU 4 6RPH RI WKH LPSRUWDQW VWDWHPHQWV IRXQG LQ WKH ZULWWHQ UHVSRQVHV LQFOXGH“People! People! People!: the staff we have, the people we contract with, the board, friends and partners of our organisation”1“the staff we employ—nurses, health workers, others and our volunteers—they all have a passion over the organisation”1“a strong management team, a committed team of highly engaged employees” $“the major strength of the organisation is amazing clinical work staff”1“our human resource planning department brings the right people in and our learning and development department lifts the skills of them”1
7KH IROORZXS LQWHUYLHZV UHYHDOHG WKDWD 132 KDV WR EH OHG E\ LWV GLUHFWRUV DQG WKH VHQLRUOHDGHUVKLSIRUEHWWHUSHUIRUPDQFHNHHSLQJPLVVLRQYLVLRQDFKLHYHPHQWDVWKHHQG JRDO WKDW WKH\ SXUVXH DQG WKDW XQGHUVWDQGLQJ LWV SHRSOH LV D PDMRU UHTXLUHPHQW LQ D
KHDOWKFDUH1327KLVKLJKOLJKWVWKHQHHGRIGHYHORSPHQWRIWKHKXPDQUHVRXUFHVRIWKH 132WRHQKDQFH2UJDQLVDWLRQDO/HDUQLQJDQG*URZWK7KHSDUWLFLSDQWVDOVRPHQWLRQHG WKDWKXPDQUHVRXUFHGHYHORSPHQWFUHDWHVDKLJKSHUIRUPLQJZRUNFXOWXUH7KHVHLGHDV HQFRPSDVV WKH FRQVWUXFW µ3HRSOH¶ 7KHUH LV DEXQGDQFH RI OLWHUDWXUH WR DUJXH WKDW LQGLYLGXDO FDSDELOLWLHV DV ZHOO DV WHDP FDSDELOLWLHV FDQ EH HQKDQFHG WKURXJK IRUPDO WUDLQLQJ WDFLW OHDUQLQJNQRZOHGJH DQG PDQDJHULDO LQQRYDWLRQ IRU VHUYLFH VHFWRU HIIHFWLYHQHVV (UGHQ 9RQ .URJK 1RQDND +ROVWH )LHOGV +XPH &ODUNH +XPH 6KHNDU 7KH UHDGHU ZLOO QRWH IURP 7DEOH WKDW WKH TXDOLWDWLYHGDWDFROOHFWHGYLDWKHFDVHVWXG\XQGHUWKHVXEWKHPH µ7UDLQLQJ¶UHSUHVHQWV WKHVHIDFHWVRIFDSDELOLW\UHIHUUHGWRLQWKHOLWHUDWXUH7KHUHVHDUFKHUDOVRIRXQGWKURXJK IROORZXS LQWHUYLHZV WKDW SHRSOH LQ 132V KDYH UHODWLYHO\ ORZ WROHUDQFH IRU ZRUN DPELJXLWLHVDQGWKDWWKH\DUHPRWLYDWHGZKHQWKH\NQRZWKDWWKH\FDQIDOOEDFNRQWKHLU OHDGHUV 6LPLODUO\ WKH TXDOLWDWLYH GDWD UHYHDOHG WKDW SHRSOH DUH PRWLYDWHG ZKHQ WKH\ SHUFHLYHWKDWKLJKOHYHOVWUDWHJLFGHFLVLRQPDNLQJLVµRXWFRPHRULHQWHG¶
7KURXJK IROORZXS LQWHUYLHZV WKH UHVHDUFKHU IRXQG WKDW WKH FRQVWUXFW 2UJDQLVDWLRQDO ,QIUDVWUXFWXUH DFWV DV WKH PHGLXP WKDW IDFLOLWDWHV 2UJDQLVDWLRQDO /HDUQLQJ DQG *URZWK DQGWKDW2UJDQLVDWLRQDO,QIUDVWUXFWXUHHQFRPSDVVHVphysical infrastructure, information and communications technology ,&7 DV ZHOO DVmarketing and promotion. %\
LQYHVWLQJLQPDUNHWLQJDQGSURPRWLRQRIWKHLUEUDQGQDPHRUJDQLVDWLRQVDUHH[SHFWHGWR LQFUHDVHWKHUHFRJQLWLRQRIWKHVHUYLFHVWKDWWKH\SURYLGHWRVRFLHW\ZKLFKDWWUDFWVPRUH GRQDWLRQVLQYHVWPHQWV7KHUHVHDUFKHU¶VILQGLQJVDOVRDJUHHZLWKWKHGHILQLWLRQRIWKH µRUJDQLVDWLRQDO FDSDELOLW\¶ JLYHQ E\ WKH 1HHO\ HW DO 1HHO\ HW DO GHILQH RUJDQLVDWLRQDO FDSDELOLW\ DV D ³FRPELQDWLRQ RI DQ RUJDQLVDWLRQ¶V SHRSOH SUDFWLFHV WHFKQRORJ\ DQG LQIUDVWUXFWXUH WKDW FROOHFWLYHO\ UHSUHVHQW WKDW RUJDQLVDWLRQ¶V DELOLW\ WR FUHDWHYDOXHIRULWVVWDNHKROGHUVWKURXJKDGLVWLQFWSDUWRILWVRSHUDWLRQV´S