The topic of the master's thesis is the analysis of the maturity of the organization and, in this context, the role of implementing the CAF (Common Assessment Framework) model to increase the maturity of the organization in public sector institutions and analysis of the impact of this model on business processes. Above all, we mean the quality of work, employee satisfaction, and user satisfaction. The CAF model was introduced because of the awareness of the importance of continuous improvement of the functioning of public sector organizations. As a result, various standards or approaches to ensure their quality have been developed. The CAF model is a free tool for total quality management. It consists of nine criteria, where the first five address the characteristics of the factors of the organization, and four the results achieved in the field of citizens, employees and society as a whole. In this context, self-assessment is carried out, which does not affect the development of public administration and does not bring added value to the research, as long as the organization does not summarize key findings by comparing and analyzing the obtained data and does not prepare an action plan (also performed).
The findings of the research presented in the master's thesis show the actual connection between self-assessment according to the CAF model and employee satisfaction and user satisfaction. In addition, the positive contribution of management and the active work of the workplace health promotion team to employee satisfaction is evident. Active involvement of employees in improvement processes, creating suggestions for improvements and finding proposals for innovative solutions that lead to optimization of work processes and more efficient operation of the organization, ensures employee satisfaction, which is consequently passed on to users.
Through the analysis of existing scientific sources, i.e. articles published in scientific journals and books and online sources dealing with this topic, we found that on the European scale, self-assessment according to the CAF model involved over 4000 organizations. However, the number of active users is much smaller. We find a similar situation in Slovenia, where only 8 out of 62 registered users are successful. We found that administrative units stand out among the Slovenian users in terms of number. Other public sector organizations use the CAF model less.
The essential finding of the master's thesis is that by sensibly using the CAF2020 model, as described in the master's thesis, we could in many ways help to improve business processes in the Slovenian public sector and thus help the Slovenian public sector to advance on the scale of organizational maturity. For the purpose of analyzing the success of the implementation of the CAF model in the Slovenian public sector, we propose that analyzes of the success of the implementation of the model in individual organizations be performed every year.
|
