The document provides an overview of topics related to preparing for exams in public sector innovation and modernization. It discusses understanding history and reform initiatives in the Irish public sector. It also covers characteristics of innovative organizations, barriers to innovation, understanding customers, managing change, managing projects, and general tips for preparing for and answering exam questions.

1. Preparing for Exams Kieran Lenihan Year 1

2. Innovation and Modernisation Characteristics of the Public Sector Understanding of history reform initiatives in Irish public sector OECD Reports, Task Force Report, Org Reviews Evolving emphasis in recent years Understanding of customer service Creating and promoting a more innovative culture Characteristics of an innovative organisation Barriers to creating a more innovative organisation

3. Understanding the Customer Terms Client, Customer and Citizen etc. Meaning and use What orgs need to do to improve customer service Involving and Consulting customers Organising services to meet customer needs Channels to provide service Dealing with customers Challenge of being customer driven in public sector: trade-offs

4. Managing Change Understanding Public sector change Reasons for public sector to change Difficulties in implementing change Role of leadership The steps in the change process Change skills and strategies How people deal with change Lewin’s change model How to apply Kotter’s Change principles PDCA cycle Involving stakeholders

5. Managing Change 2 Implementation Styles Difficulties implementing change in public sector organisations

6. Managing Projects Understanding of projects and project management Project structure and roles of sponsor, project manager and Board Managing Stakeholders The project lifecycle and what happens at each Know the purpose and application of the scope, WBS

7. Managing Projects 2 Importance of Milestones Managing Risk Scheduling and Monitoring Resources Performing a review

8. General Tips Read the Question Discuss= to consider or examine by argument, comment, etc.; talk over or write about, esp. to explore solutions Describe= To give an account of in speech or writing. Consider= to view carefully or thoughtfully Compare= to examine in order to note similarities and differences Contrast=to compare in order to show unlikeness or differences; note the opposite natures, Explain= to make plain or clear; render understandable or intelligible

9. How to prepare for answering Think about subject when studying Don’t just give me back a summary of notes Try to convey your understanding or ownership of the ideas How does subject refer to your organisation and public sector organisations? Have an understanding or opinions on its relevance Use examples to illustrate your answer (Easier if you prepare these as you study)

10. Answering a question Look at the verb words e.g consider, explain, describe. Some parts may require two or three actions. Brainstorm the ideas. Throw everything down on a piece of paper. Arrange ideas into categories Think of examples to illustrate your answer. Organise your answer into organised paragraphs/sections with headings. Keep your sentences short. Generally use active verbs ‘The Government regards the matter’ and not ‘The matter is regarded by government’ Do all parts of question. If stuck for time, use bullets with short points.

11. Good luck!