| | SLO | ENG | Cookies and privacy

Bigger font | Smaller font
First page > Show document

Show document Help

Title:VPLIV UPORABE SKUPNEGA OCENJEVALNEGA OKVIRJA ZA JAVNO UPRAVO NA IZBOLJŠANJE DELOVANJA UPRAVNIH ENOT
Authors:ID Beton, Jana (Author)
ID Potočan, Vojko (Mentor) More about this mentor... New window
Files:.pdf MAG_Beton_Jana_2016.pdf (1,89 MB)
MD5: 8EAD42E2AF2EF3317CB8FBCEB4956CC4
 
Language:Slovenian
Work type:Master's thesis
Typology:2.09 - Master's Thesis
Organization:EPF - Faculty of Business and Economics
Abstract:Upravne enote kot del javne uprave izvajajo storitve, namenjene državljanom in poslovnim subjektom na lokalnem nivoju in so na ta način približane svojim uporabnikom po načelu zagotavljanja storitev na enem mestu. Vendar pa se vedno bolj postavlja vprašanje, ali so storitve, ki jih izvajajo, tudi resnično izvedene kakovostno in hitro. Predstave o kakovosti storite, ki jih za uporabnike izvajajo zaposleni na upravnih enotah, so velikokrat precej različne. Težava glede merjenja kakovosoti delovanja se pojavlja predvsem zaradi pomanjkanja krovnih meril, ki se nanašajo na finančno uspešnost delovanja. Vedno bolj pa je prisotna tendenca, da kakovost delovanja ni dovolj; potrebno je strmeti k njeni odličnosti. V obdobju zadnjih dvajsetih let je celovito obvladovanje kakovosti in odličnosti imelo poglaviten vpliv tudi na delovanje organizacij v javnem sektorju. Tako je bilo pripravljeno veliko pravnih podlag, ki so določale kazalnike za spremljanje delovanja javne uprave. Zakonodaja pa ni edino področje, preko katere si prizadevamo spodbuditi kakovost javne uprave. Za ta namen so razvita tudi različna orodja za obvladovanje in spodbujanje kakovosti; dolgo časa so bila ta orodja zelo splošna in nobeno ni bilo dovolj specifično za obvladovanje kakovosti delovanja v javnem sektorju. Zato je bilo v začetku enaindvajsetega stoletja razvito posebno, novo orodje za javni sektor – skupni ocenjevalni okvir – model CAF. Poleg modela CAF je za preverjanje delovanja v uporabi tudi standard ISO 9001. V Sloveniji so predvsem upravne enote naredile korak v smeri merjenja svojega delovanja na način, da so se aktivno vključile v preverjanje le-tega preko standardov kakovosti ISO 9000 ter nadalje tudi preko modela CAF. Nekatere izmed upravnih enot so oba modela izvajale tudi sočasno. Oba pristopa imata tako prednosti kot tudi slabosti. Medtem ko je model CAF prvenstveno usmerjen v preteklost, pa je model ISO uvajal določene standarde, zaradi katerih je bilo velikokrat prisoten odpor zaposlenih za spremembe v okviru delovanja. Razlika med obema modeloma je tudi v ocenjevalcih; medtem ko pri modelu CAF aktivno vlogo prevzemajo zaposleni znotraj organizacije, pa ocenjevanje po standardu ISO prevzemajo zunanji, kar je pogojeno tudi s stroški izvajanja. In ravno dodatni stroški so bili glavni razlog, da se je razmerje med modelom CAF in standardom ISO prevesil na stran modela CAF. Ocenjevanje po modelu CAF pa kljub njegovi usmerjenosti v preteklost napotuje tudi na pripravo akcijskega načrta izboljšav na glavnih področjih delovanja upravnih enot. Na ta način so zaposleni vključeni v podajanje predlogov izboljšav, vendar pa je predvsem od vodstva odvisno, ali jih bo upravna enota v realnosti implementira ali pa bodo ostale zapisane na papirju. Kljub koristim, ki jih prinaša model CAF na samo izboljšanje delovanja upravnih enot pa je segment uporabnikov modela še vedno zelo ozek. Večina vključenih so upravne enote; tudi z vizijo, ki jo je sprejela Vlada Republike Slovenije za izboljšanje kakovosti in odličnosti javne uprave je poudarek še vedno na tem segmentu javne uprave. V nalogi smo ugotovili, da je Slovenije glede na svojo majhnost napram ostalim državam, ki so registrirane kot uporabnice modela CAF, zelo aktivna v okviru promocije in izvajanja modela CAF na področju upravnih enot, manj pa na področju preostale javne uprave. Sama uporaba ima tudi določene učinke na izboljšanje poslovne statistike v upravnih enotah. Vendar pa je moč ugotoviti, da še vedno niso dovolj izkoriščene prednosti, ki jih uporaba modela CAF ponuja. Zaposleni namreč svojega morebitnega izboljšanja zadovoljstva ne enačijo s samim izvajanjem , oziroma s ponovitvami izvajanja modela CAF. Prav tako izpostavljajo, da pogostost izvedbe modela CAF ni imela prevladujočega vpliva na njihovo podajanje predlogov izboljšav delovanja Zato, da bi naša javna uprava presegla kakovostno delovanje in naredila preskok v smeri odličnosti bo torej potrebno narediti še kakšen konkreten k
Keywords:model odličnosti, kakovost, javna uprava, upravne enote, model CAF, stalne izboljšave
Place of publishing:Maribor
Publisher:[J. Beton]
Year of publishing:2016
PID:20.500.12556/DKUM-58263 New window
UDC:005.6
COBISS.SI-ID:12382748 New window
NUK URN:URN:SI:UM:DK:S0VITDJO
Publication date in DKUM:05.07.2016
Views:1760
Downloads:226
Metadata:XML DC-XML DC-RDF
Categories:EPF
:
Copy citation
  
Average score:(0 votes)
Your score:Voting is allowed only for logged in users.
Share:Bookmark and Share



Hover the mouse pointer over a document title to show the abstract or click on the title to get all document metadata.

Secondary language

Language:English
Title:The impact of the use of the Common Assessment framework for public administration to improve the functioning of administrative units
Abstract:Administrative units as a part of the Administration perform services intended for citizens and companies on local level and are as such very close to their users considering the offering of services in one places. However, a question of their services being executed qualitatively and fast is becoming relevant. The perceptions of quality of the services carried out by the administrative units are often very diverse. The problem about measuring quality of the services is often the consequence of the lack of the general criteria referring to the financial success of services. There is a tendency that the quality of services is not enough, perfection is the aim. The overall control of the quality and excellence was the prime influence on the organizations’ operations in the last two decades even in public sector. In the light of this a lot of legal standings were prepared, which determined indexes for controlling the operations of the Administration. However, the legislation is not the only sphere of quality encouragement. Many different tools have been developed for controlling and encouraging quality. These tools were general and none was specific enough to control the quality in public sector for a long time. That is why the new tool for public sector was developed in the beginning of the 21st century - the common assessment framework - model CAF. Besides the model CAF the standard ISO 9000 is also used. In Slovenia, mainly administrative units have made a step forward in measuring quality of their operations in a way of quality assessment through ISO 9000 standard and further on using model CAF. Some of the administrative units have used both systems simultaneously. Both approaches have advantages as well as disadvantages. While the model CAF primarily focuses on the past, model ISO implemented some standards that caused some unwillingness by the employees considering changes in their operations. Another difference between the models are the assessors. While the model CAF forces employees into taking up more active role, the assessment in model ISO is taken over by the external assessors and that is associated with additional expenses. And additional expenses are the main reason for the ratio between the models ISO and CAF has leaned towards CAF. Model CAF assessment in spite of its focus on the past refers to the preparation of the action plan of improvements in main fields of administrative units’ operations. In this way the employees are involved in introducing suggestions for improvement, but it is up to the leadership whether they will implement these suggestions or not. Despite the benefits model CAF brings in improving the operations of administrative units the segment of its users is still very narrow. The most of the included are administrative units; also with the vision accepted by the Government of Republic of Slovenia for improving quality of the administration the focus is still on this segment of the administration. . In this paper we have found out that Slovenia considering its smallness compared to the rest of the countries registered as the users of model CAF is very active in promotion and usage of model CAF in the segment of administrative units, but less in other segments of the administration. The sheer usage has some specific certain effects on improving bussiness statistics of administrative units. However, we can establish that the advantages of using the model CAF still aren’t used to their full potential. Employees do not identify their possible satisfaction with using CAF or the repetition of the usage. Further on they stress that the frequency of using the model was not predominant influence for their introduction of suggestions for improvements. In order for our administration to surpass the quality of operations and make a leap in the direction of excellence it has to make another concrete step.
Keywords:model of excellence, quality, public sector, administrative units, CAF, continous improvement


Comments

Leave comment

You must log in to leave a comment.

Comments (0)
0 - 0 / 0
 
There are no comments!

Back
Logos of partners University of Maribor University of Ljubljana University of Primorska University of Nova Gorica