How can staff maximize their service potential within an organization? This paper presents a model utilized by the Dutch Ministry of Home Affairs for analyzing staff tasks, providing a framework for examining and evaluating the added value that staff can contribute to an organization. The model serves as a productive base for optimizing the contributions of staff in line-staff relationships. Using this model, the study explores how responsibilities and competences can be effectively assigned to both line management and staff, clarifying the relationship between suppliers (staff) and clients (line). The author also discusses the development of staff and the instruments implemented by staff units to improve their service functioning. These include decentralization, working with product plans and output norms, and improving the information supply processes. Ultimately, this paper offers a practical framework for organizations seeking to enhance the service potential of their staff and optimize the effectiveness of line-staff relationships.
This paper, published in the International Journal of Service Industry Management, aligns with the journal's core focus on service operations and management within various industries. The proposed model and discussion on optimizing staff service directly contribute to the journal's broader exploration of effective service delivery strategies.