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Tutkimuksessa tarkastellaan palvelun laadun arviointia moniportaisessa julkisessa organisaatiossa. Laatutyöhön kuuluu keskeisenä osana laadun arviointi. Ongelmallista julkisten organisaatioiden tuottamien palvelujen arvioinnissa on se, että lainsäädäntö jättää usein viranomaisten harkinnan varaan sen, millaisina palvelut tosiasiallisesti tuotetaan eivätkä kunnalliset päätöksentekijätkään välttämättä aseta palvelujen laadulle kovin tarkkoja tavoitteita. Jos em. tahot asettavat palvelun laatua koskevia tavoitteita, ne asetetaan yleensä palvelun lopputulokselle eikä palvelun tuotantoprosessin välivaiheille. Moniportaisissa organisaatioissa ja organisaatiohierarkian eri tasoilla ylempien organisaatiotasojen osuus palvelujen tuottamisessa jää usein arvioinnissa mm. tavoitteiden puutteellisuuden vuoksi vähemmälle huomiolle kuin asiakasrajapinnassa toimivien organisaatiotasojen. Asiaan vaikuttaa myös tulosjohtamiseen liittyvä käytäntö, jossa ylempi organisaatiotaso arvioi alempaansa eikä päinvastoin. Tulosjohtaminen on ankkuroitunut Suomen julkiseen hallintoon aiemmin ja vahvemmalla otteella kuin laatujohtaminen. Selkeiden laatua koskevien tavoitteiden puute hankaloittaa arvioimista, erityisesti tavoiteperusteista arviointia, jossa toimintaa verrataan asetettuihin tavoitteisiin. Tavoitteiden puutteellisuus asettaa paineita arvioida toimintaa eri intressitahojen näkemykset huomioon ottavan monitahoarvioinnin avulla. Palvelun laadun intressitahoja julkisessa hallinnossa ovat palvelujen käyttäjien lisäksi mm. poliittiset päätöksentekijät ja kansalaiset, palvelua tuottavan organisaation johto sekä palvelua tuottava henkilöstö ja moniportaisissa organisaatioissa vielä organisaation eri tasot. Eri intressitahojen näkökulmat ja vaateet palvelun laadulle määräytyvät niiden suhteesta palveluun samoin kuin niiden asema ja tehtävät arvioinnissa ja arviointitiedon hyväksikäytössä. Moniportaisissa organisaatioissa keskeisin intressitaho ylemmän organisaatiotason tuottamalle palvelulle on alempi organisaatiotaso. Alemman organisaatiotason näkökulmasta katsottuna ei ole riittävää arvioida moniportaisissa organisaatioissa ylemmän organisaatiotason toimintaa esim. laatupalkintokriteereiden avulla, vaan ylemmän organisaatiotason toimintaa on tarpeen arvioida palvelukohtaisesti. Tämä puolestaan edellyttää sitä, että palvelukohtaisesti määritellään ylemmän ja alemman organisaatiotason työosuus (osapalvelu) moniportaisen organisaation palveluketjussa. Tutkimuksessa päädyttiin myös näkemykseen, jonka mukaan palvelut on varsinkin ylemmän organisaatiotason toiminnan suhteen syytä suunnitella moniportaisissa organisaatioissa etukäteen eri intressitahojen vaateita yhteen sovittaen. Tutkimuksen tuloksena syntyi arviointikehikko moniportaisten julkisten organisaatioiden tuottamien palvelujen laadun arviointiin. Arviointikehikossa otetaan kantaa siihen, miten arvioinnin eri vaiheissa olisi tarkoituksenmukaista edetä ja millaisia näkökohtia eri vaiheissa on tarpeen ottaa huomioon. ; EVALUATION OF THE QUALITY OF SERVICES IN A PUBLIC MULTI-LEVEL ORGANIZATION The task of the study was crystallized in the following questions: 1. In what way is it justifiable in public organizations to evaluate the activi-ties of upper organizational levels in producing high quality services? 2. Accordingly, in what way is it justifiable to evaluate the guidance and support directed to the school assistants work and carried out by the ad-ministrative level in the Education Department of the City of Helsinki.? The study showed that the way in which it is justifiable to evaluate the qual-ity of services in public organizations is determined by the special features of public administration. These features have an effect on the definitions of the ser-vice and quality in public administration. The definition is especially influenced by the community orientation of public organizations, the lack and the vagueness of the goals which guide the quality of services, and many interest groups of services. In this study the quality of the service produced by a public organization has the following definition: the quality of the service and the process with help of which the users of the service receive the service must satisfy the integrated de-mands of the users of the service and its various interest groups in all the features of quality. In public administration, interest groups for the quality of services include not only the users of the services but also political decision makers, the leaders and the personnel of the organization producing the services ­ and in a multilevel organization, the different levels of the organization. The quality demands made by these groups, their opportunities to evaluate the service and their interests in utilizing the evaluation data at least partly differ from each other. In a multi-level organization the lower level, often the so called performing level of the organization, is one of the interest groups in relation to how the up-per level takes care of its own tasks in the service chain. The culture of manage-ment by results has rooted in the public organizations earlier than quality culture. Management by results assumes that the upper organizational levels evaluate the lower levels and not the other way around. Quality culture, however, places the direction of the evaluation upside down, bottom-up and not top-down. In service chain thinking there is a need for the lower level to give feedback to the upper organizational level about how it has for its own part supported the work of the lower level in producing value added to the ultimate users of the services. From the point of view of the lower organizational level the emphasis in evaluation should be on the quality of those parts of the services that are pro-duced by the upper organizational level. Evaluation should take place by evaluat-ing one service at a time. The main interest of the lower level is in evaluating whether or not the upper level supports the lower level well enough in producing individual services. In order to be able to define what is good enough in each case it is necessary to specify the responsibilities of both the upper and lower organizational levels service by service in the service chain. Multiple constituency evaluation or stakeholder-based evaluation is an approach to evaluation in which activities are evaluated from the points of views of many different interest groups. The choice of the approach is determined by the purpose of the evaluation. Purposes of evaluation can be for instance evaluation for development work or evaluation for accountability. Multiple constituency evaluation is suitable for situations where there is a lack of goals for the quality of public services or the goals are vague. The case example of the study showed the lack and vagueness of goals in the guidance and support directed to the school assistants work and carried out by the administrative level of the Hel-sinki City Education Department. Multiple constituency evaluation is suitable for evaluations for both accountability and for development. However, if there were clear goals defined for the quality of the services the natural choice of the ap-proach in the purpose of evaluation for accountability would be the goal-attainment evaluation.

In this book [titled Home, welfare work and vulnerability] the authors take the reader on welfare workers' home visits to clients in need of support in their living. Welfare workers refer to professionals in health and social care who in the book are represented among others by social workers, social care workers and nurses. The main concepts of the book are home, welfare work and vulnerability and these are contemplated from different angles. Welfare work entails encountering people who are in vulnerable situations in the midst of their everyday lives. They may need support in coping with their mental health, with physical illnesses, with the challenges of achieving sobriety and recovery or perhaps with the difficulties accompanying old age. On the one hand their ability to act is limited and weak but on the other they have many kinds of strengths and resources.

The book addresses a significant turning point in welfare services and work at which the objective is defined as the right of every individual to their own home and making living at home feasible for as long as possible. In the last fifty years or so many societal factors have made possible the dismantling of institutions, the reduction of places and the shortening of stays in institutions, the further development of care in the community, the construction of small residential and care facilities and most recently the further development of services to be taken into people's homes. The last stage of this dismantling of institutions is referred to in the book as the "home turn". As a societal change the home turn is complex – and that is how it is approached in the book. When one's own home is the main place in which welfare policy and work are implemented, it is important to scrutinize more closely what actually occurs there and what special issues are connected to this given context.

The book offers a timely point of view on the development of welfare services and the grass-root level welfare work done in the homes. It draws on interaction research based on ethnomethodology and human geography. Research data consist of recordings of home visits, researcher's field diaries and interviews with clients and workers. The work includes both chapters providing conceptual and theoretical overviews and empirical research on the encounters between client and worker(s) on home visits. Welfare work accomplished in people's homes entails many tensions and ethical issues which are analysed in the book and made visible through the means of research.

Aikuiskoulutus Suomessa jaetaan ammatilliseen aikuiskoulutukseen ja vapaaseen sivistystyöhön. Tämä tutkimus kohdistuu vapaaseen sivistystyöhön ja vapaan sivistystyön oppilaitoksiin: liikunnan koulutuskeskuksiin, opintokeskuksiin, kesäyliopistoihin, kansanopistoihin ja kansalaisopistoihin. Tutkimuksessa tarkastellaan vapaan sivistystyön oppilaitosten tehtäväkuvan muutosta osana systeemistä järjestelmää. Oppilaitosten toimintaympäristön muutoksiin sopeutumista tarkastellaan erityisesti resurssiriippuvuuden ja alueellisuuden näkökulmista. Tutkimuksen tulokset kootaan yhteen muodostaen vapaan sivistystyön tulkintahorisontiksi toiminnan sisällöllistä muutosta kuvaava resurssiriippuvuusjana. Tutkimus on tekstintulkinnallishermeneuttinen. Tutkimuksen aineisto muodostuu alan tutkimuskirjallisuudesta, vapaan sivistystyön arviointi- ja kehittämisprosessien raporteista sekä vapaan sivistystyön oppilaitosten vuosina 2012 ja 2013 uudistettujen ylläpitämislupien hakemuksista. Viime vuosina laskenut valtionapu on vapaalle sivistystyölle kriittinen resurssi. Myös lainsäädäntöpohja, valtionapuperusteet ja valtionhallinnon ohjaus- ja toimintakäytännöt ovat muuttuneet ja vaikuttaneet vapaan sivistystyön oppilaitosten yleisiin toimintaedellytyksiin. Resursseja oppilaitokset ovat 1990-luvulta lähtien enenevässä määrin hankkineet myös monilta muilta koulutustoiminnan sektoreilta ja suoraan markkinoilta. Omaehtoisen persoonallisen kasvun tukeminen on ollut vapaan sivistystyön ydinsisältö. Ydinsisältö on muuntunut 1900-luvun aikana enemmän institutionalisoituneeksi koulutukseksi osana koulutusjärjestelmää, tai yleissivistävien harrasteopintojen tukemiseksi institutionalisoituneissa toimintapuitteissa. Vapaan sivistystyön oppilaitosten toiminnan sisältö on jatkuvasti sopeutunut sekä resursseiltaan että alueellisesti yhteiskunnan tarpeisiin. Toiminnan sisältömuutokset ovat olleet luonteeltaan inkrementaalisia ja tehtäväkuvaa koko ajan laventavia. Pitkällä kaarella ja isossa kuvassa tarkasteltuna vapaan sivistystyön oppilaitosten toiminta on aina ollut pääosin sisällöltään konservatiivista ja sopeutuvaa, eikä toiminnan kehysnormistoon koko kaaren aikana ole liittynyt leimallisesi yhteistä transformatiivista tehtävää. Oppilaitosten identiteetti nousee paikallisesta, maakunnallisesta tai valtakunnallisesta toimintatarpeesta. Toiminnan sisältöä perustellaan alueellisella koulutuksen saavutettavuuden tasa-arvolla ja tuotettujen koulutuspalveluiden tarvelähtöisyydellä. Paikallista identiteettiä korostetaan muutospaineessa, eikä aikaisempaa ylipaikallisempaa identiteettiä ole kovin laajasti omaksuttu. Uuden vuosituhannen puolella toimintaa ohjaavan opetus- ja kulttuuriministeriön toimesta on painotettu rakenteellista ja sisällöllistä muutostarvetta, hyötyä sekä erityisryhmien koulutusta. Jatkuva, 1990-luvulla alkanut, yhteiskunnallinen muutospaine on vaikuttanut ja vaikuttaa vapaan sivistystyön oppilaitosten toimintaympäristöön, mutta muutokseen reagointi on oppilaitosmuodoittaan ja oppilaitoskohtaisesti ollut hyvin erilaista. Oman roolin epäselvyys jatkuvassa toiminnan sisällön muutospaineessa niin resurssien, rakenteen kuin toimintaympäristönkin osalta aiheuttaa oppilaitoksille epävarmuutta oman ydintehtävän sisällöstä. Toisaalta pitkäaikainen systeeminen luottamuspääoma toimintaa ohjaavaan ministeriöön ja eduskuntaan on mahdollistanut hitaan, vaiheittaisen, ja paikallista muutosjoustavuutta hyödyntäneen muutoksen. Koulutussektorin valtiollinen toimintapolitiikkaohjaus (policy) on 2000-luvulla merkittävästi lisääntynyt erilaisten kehittämisohjelmien myötä. Myös kehittämishankkeista on tullut osalle oppilaitoksista resurssienhankinnan arkea. Vapaan sivistystyön oppilaitosten rooli osana oppivaa aluetta on käytettävissä olevan partnerin rooli ja ilmenee leimallisesti omaa koulutus- ja sivistystehtävää ja sen erityisyyttä korostamalla. Oppilaitokset ovat vahvasti identifioituneet tuottamaan alueellisia ja paikallisia koulutuspalveluja. Samalla kohderyhmäajattelu on noussut aikaisempaa keskeisemmäksi osaksi tehtäväkuvaa. Toiminnan suurin yhteinen nimittäjä näyttää olevan vahva tukeutuminen alueyhteisöihin ja niiden konkreettisiin tarpeisiin. ; In Finland there are two different forms of Adult education: vocational adult edu-cation and liberal adult education. In this adult educational research, the focus is in liberal adult education. There are five types of institutions of liberal adult educa- tion: adult education centres, folk high schools, summer universities, sports insti-tutes and study centres. The aim of the research was to increase the understanding of the changes in the missions of liberal adult education institutions. The institu-tions of liberal adult education can be viewed as a system. This study tries to un-derstand the change in the functional environment of liberal adult education insti-tutions observed particularily from the point of view of resource-dependence theory. The point of view is regional. This research is textual analyse utilizing the hermeneutical method. In conclusion, the main purpose is to explain the change of identity of the organizations of liberal adult education by the resoursedependense chain. There are three types of empirical materials in this study. Firstly, the research literature, secondly the reports of evaluation and developing processes of liberal adult education and thirdly the appointments of liberal adult education organizations permissions to support learning institution in years 2012 and 2013. The state covers approximately half of the expenses of liberal adult education institutions. State grants are a critical resource for liberal adult education institutions. The state of grants for liberal adult education organizations has been declining in last years. The ground for legislative regulation and state grants has changed. Also, the states control has changed to be more generalized. The marketorientation of organizations has increased. There has been bigger and bigger pressure to get more and more resources for the other sectors of education and markets. The support of self-motivated individual growth has been the core content of liberal adult education. During the 20th century liberal adult education has become more and more institutionalized. Also, the quantity of hobby-oriented courses in institutionalized frames has increased. The functions of liberal adult education establishments have continuously been adapting to fit both the needs of the local community, and the resources available. The changes in the content of the activities have been incremental and the goals of activities have spread. In the big picture, the actions of liberal adult education organizations have been adaptive and conservative. The action has never been labelled transformative. In the 21st century, the need for changes in structure and amount of organizations has increased. Also, there are needs to change the content of the activities. The state needs more explanations to the benefits of the activity, also the state requires focus to be put on special groups. The liberal adult education organizations can be seen as an actor of state granted service and education system. The 21st century is labelled by new thinking of the welfare state and the change in the role of the state. Governanlity is now a bigger part in the states' role in the activities. Government policing has increased significantly with the development of different advancement programs in the 21st century. Liberal adult education institutions are not a part of the regional development. They are only partners in "learning regions". Their orientation is mostly in educational practices. The identity of the organizations is that of a service provider. The identity is based on local, provincial or nationwide basic. All liberal adult education organizations are linked in many ways to their own environment. The benefit of the action is justified by the equal access for all and the need for educational services. The main common attribute is regionalism and the practical needs of the local community.

Väitöstutkimus analysoi julkisia poliittisia performansseja poliittisena viestintänä. Poliittiset performanssit voidaan ymmärtää julkisissa tiloissa toimeen pantuina 'näytöksinä', joiden tavoitteena on luoda arkisiin rutiineihin yllättäviä katkoksia ja synnyttää uutta toimintatilaa jonkin yhteiskunnallisen ongelman esiin nostamiseksi. Performanssit synnyttävät katkoksia monin tavoin, mutta erityisen leimallista niille on näkyvän, vallalla olevan visuaalisen järjestyksen murtaminen tuomalla siihen erilaisia 'häiritseviä' (disruptive) elementtejä: resistoivia kehoja, valtaa parodioivia kuvia, karnevalistista protestointia, katuteatteria jne. Poliittisten performanssien viestintä perustuu puheen sijaan tai ohella toimijoiden oman kehon ja sen kantamien erilaisten visuaalisten merkkien julkiseen esittämiseen, joskus hyvin äärimmäisellä tavalla, kuten esimerkiksi nälkälakoissa ja polttoitsemurhissa. Väitöskirjassa tällaista viestintätyyliä kutsutaan visuaaliseksi ja esteettiseksi politikoinniksi. Tutkimuksessa analysoidaan useita esimerkkejä performatiivisesta poliittisesta viestinnästä ja kehitetään teoreettisia ideoita sen ominaispiirteiden tulkitsemiseksi. ; In this doctoral thesis I study a phenomenon which I have titled as public political performance. By public political performance I refer to a public event (a 'show', display, demonstration) the purpose of which is to expose in public and challenge those social-political norms, practices, and relations of power which usually remain invisible in the sway of routine political life. I am interested especially in how performance works as a form of non-linguistic, or wider than linguistic, political communication. I theorize and analyze, through several illustrative examples, performances from three perspectives: as corporeal (bodily), visual, and aesthetic communication. In construction of theory I use and partly rework ideas from thinkers such as Jürgen Habermas, Michel Foucault, Hannah Arendt, Maurice Merleau-Ponty, and Jacques Ranciere. The study shows that public political performance is a sensitive, even volatile phenomenon because it often manifestly exposes the fundamentally violent power structure of society – as when, for example, street demonstrations induce strong counter reactions from the police and political authorities – and puts this order under critical public scrutiny. Political authorities do not take such challenges lightly, which is why public performances sometimes instigate serious political controversies. The key theoretical ideas of the study relate to performance as something done and en/acted. On the one hand, performance discloses the nature of politics as a 'doing.' This means in simple terms that, in order to subsist, the political world needs to be done, performed, and 'iterated,' every time anew. The term performative describes this social-constructivist side of politics. That the constitution of the social and political power is based not on any 'natural' ground but on continuous re/iteration of certain ways and routines is often revealed only when it is visibly and noticeably disrupted. This is what political performance typically does. On the other hand, performance signifies a particular kind of public show which resembles but does not equal theatrical shows. Performance is theatrical in being an 'art-like' communicative act, yet it is more surprising and unpredictable compared to regular theatre and, because of this, usually more difficult to approach and interpret. Political performance as a contingent and sometimes oddly appearing public event with a surprise effect brings forth the importance of disruption for politics. It alerts us to situations where the normalized political performatives are being visibly questioned by bringing into public space – 'in your face' – diverse disrupting elements like resisting bodies, parodying images, and carnevalism. The relationship between these two, performatives and performances, creates an edgy and 'chiasmatic' political space from which much of political life gains its driving force. This basic idea and relationship constitute the key starting point for this study's theoretical reflections. Political performance is an important subject for political studies for several reasons. The purely knowledge-based reason is that that in directing attention to the corporeal and visual aspects of politics and political communication, performance brings into view phenomena and conceptual possibilities which are too often ignored by political researchers and theorists. The relevance of performance for the field can also be justified from another perspective, through reference to its political and democratic significance. The discussions and analyses carried out in the study show that there are political circumstances where citizens see public performance as the only available means of participation in political communication, with other channels of communication forbidden or marginalized. There are also situations where citizens create, through setting up a performance, space for public communication and action where it has not existed before. Political performance as a way of contesting existing political realities can therefore have special value for political freedom. Political and democratic theory needs to understand, I shall argue, also that category of political action which performs political freedom rather than asks for it.