20.500.12556/DKUM-13942 ANALIZA KAKOVOSTI IN ZADOVOLJSTVA ZAPOSLENIH TER UPORABNIKOV NA CENTRU ZA SOCIALNO DELO ŽALEC ANALYSIS OF QUALITY AND SATISFACTION OF EMPLOYEES AND USERS OF THE CENTRE FOR SOCIAL WORK ŽALEC V diplomskem delu je obravnavana kakovost v socialnem varstvu. Socialno varstvene storitve spadajo med storitve, za katere je značilna usmerjenost v ljudi in zahtevajo visoko stopnjo soodvisnosti med izvajalcem in uporabnikom. V ta namen smo na Centru za socialno delo Žalec v času med 05.01.2009 in 15.03.2009 s pomočjo dveh anketnih vprašalnikov izvedli raziskavo med zaposlenimi in uporabniki. V raziskavi za oceno zadovoljstva zaposlenih je sodelovalo 19 zaposlenih, medtem ko je na vprašalnike za ugotavljanje zadovoljstva uporabnikov odgovarjalo 335 naključnih uporabnikov storitev. S pomočjo raziskave smo ugotovili, katere so glavne karakteristike kakovosti, ki vplivajo na oceno, kakšne so želje zaposlenih in uporabnikov ter kje so potrebne izboljšave za dosego boljših rezultatov. Večina zaposlenih je dobro ocenila pogoje dela in organizacijo, izpostavili pa so potrebo po strokovnem usposabljanju. Uporabniki so v večini zadovoljni z delom strokovnih delavcev, želijo pa si boljšega sodelovanja med institucijami in zaposlenimi ter hitrejše reševanje zadev (postopkov). Na podlagi ugotovitev zadovoljstva zaposlenih in strank Centra za socialno delo Žalec smo podali smernice za izboljšanje. Zaposlenim je potrebno omogočiti dodatna izobraževanja ter celovito in sistematično urediti vodenje evidenc, s čimer bi razbremenili zaposlene. Uporabnikom je potrebno omogočiti lažji dostop do informacij, hkrati pa jim ponuditi prijazno in kakovostno storitev. The diploma thesis examines the quality in social protection services. Social protection services are services targeted towards people and demand a high level of interdependence between the service provider and the user. For this purpose we have conducted a survey among the employees and users of the Social Work Centre Žalec by means of two questionnaires in the period between 5th January 2009 and 15th March 2009. Nineteen employees participated in the employee satisfaction survey, and the questionnaires for examining the satisfaction of users were answered by 335 random users of their services. By means of this service we have examined the main characteristics of quality that affect the assessment, what employees and users wish, and what needs to be improved in order to achieve better results. The majority of employees assessed the working conditions and organisation as satisfactory, and pointed out the need for additional professional training. The majority of users are satisfied with the work of the employees; however, they want better cooperation between institutions and employees and faster solving of procedures. Based on our findings regarding the satisfaction of employees and customers of the Social Work Centre Žalec, we have provided guidelines for improvement. The employees should be provided with additional education and the keeping of records should be more systematic and comprehensive, which would make the employees of some of their burden. The users should have an easier access to information and should be offered kind and quality services. management kakovosti kakovost storitev javni sektor socialna organizacija CAF SERVQUAL merjenje zadovoljstva quality management quality of services public sector social organisation CAF SERVQUAL satisfaction measurement true true false Slovenski jezik Angleški jezik Diplomsko delo 2010-05-12 10:18:04 2010-06-14 11:43:06 2022-04-12 11:36:37 2023-12-17 03:07:20 2010 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 6671635 URN:SI:UM:DK:7TPAEN2D VS_Cehner_Mojca_2010.pdf VS_Cehner_Mojca_2010.pdf 1 25A157E509E05EAC0069D4ABCF0EF1A6 020009d987b99adc3b848ef607b78e0ff6d660b29517e1dcc03807dcc30d48c8 080d30f5-7c04-11eb-bb7a-00155d0001ca 20.500.12556/dkum/4281cadb-c054-4216-b2fd-641e07f0adfb https://dk.um.si/Dokument.php?lang=slv&id=14504 Fakulteta za organizacijske vede 0 0 0