| dc.description.abstract | This thesis examines the operational delivery systems of information-centric Mass Claims Processes. Empirical data is presented which builds upon existing literature within the Operations Management discipline. This thesis aims to extend the area of knowledge which focuses on the rendering of assistance to very large groups of individuals disadvantaged through particular events such as armed conflict, civil unrest, acts of government and other similarly sweeping actions. One such approach of aid delivery is through a legal process known as a Mass Claims Process which delivers assistance.
This research examines how this assistance is rendered to the individual, the ‘claimant’, through a legally guided and controlled analysis of claimant-provided information. Such organisations are typically either publicly funded or funded through social schemes, which introduces significant pressure for efficiency. Similarly, the legal nature of MCPs emphasises the need for accuracy in the delivery of justice and law.
The research addresses a number of areas not fully explored by the extant literature. There is a lack of research which explores the apparent trade-off between efficiency and accuracy in large scale legal services. Little empirical evidence exists on the application of Postponement strategies in information-centric operations. This research also investigates a previously unexplored context in which strategic frameworks must find optimal alignment between the service concept and the design of the delivery system in a restricted and challenging environment.
Fieldwork was carried out over a three year period in two separate organisations, and utilised a polar case approach to increase the validity of the findings. The phenomenon of information interrelation, previously unidentified in the literature, is shown to have significant impact in this context. Several models are presented to describe the dynamic relationships between the characteristics and the strategic choices of the MCP. The results produce a set of findings illustrating optimal design choices for the key delivery system characteristics associated with MCPs.
The financial impact of such organisations reaches into the billions (USD), and will continue to be a significant economic consideration for the foreseeable future. As such, research in this area has the ability to increase the efficient use of organisational resources for the organisations, while improving the service for the applicants. Whilst this thesis contributes to the body of knowledge for delivery system design, further research is welcomed, especially on the phenomenon of information interrelation, for the growing area of information-centric organisations. | en_GB |
