Analiza implementacije modelov zrelosti poslovnih procesov v izbrane organizacije javnega sektorja : magistrsko delo

Urbančič, Anja (avtor), Pevcin, Primož (mentor)

Tema magistrskega dela je analiza zrelosti organizacije in v tem okviru vloga implementacije modela CAF (Common Assessment Framework) za povečanje zrelosti organizacije v institucije javnega sektorja ter analiza vpliva tega modela na poslovne procese v organizaciji, ki ta model uvede. Predvsem mislimo na kakovost dela, zadovoljstvo zaposlenih in zadovoljstvo uporabnikov. Model CAF je bil uveden zaradi zavedanja o pomembnosti stalnega izboljševanja delovanja organizacij javnega sektorja. Zaradi tega so se oblikovali različni standardi oziroma pristopi k zagotavljanju njihove kakovosti. Model CAF je brezplačno orodje za celovito obvladovanje kakovosti. Sestavljen je iz devetih meril, kjer prvih pet obravnava značilnosti dejavnikov organizacije, štirje pa rezultate, ki se dosegajo na področju državljanov, zaposlenih in celotne družbe. V okviru tega se izvaja samoocenjevanje, ki pa nima vpliva na razvoj javnega sektorja in ne prinaša dodane vrednosti raziskovanja, v kolikor organizacija s primerjavo in analizami pridobljenih podatkov ne povzame ključnih ugotovitev in na podlagi pridobljenih podatkov ne izdela akcijskega načrta izboljšav, ki jih v nadaljevanju tudi izvede. Ugotovitve raziskav, katere smo predstavili v magistrskem delu, kažejo na dejansko povezanost samoocenjevanja po modelu CAF z zadovoljstvom zaposlenih in zadovoljstvom uporabnikov. Poleg tega je razviden pozitiven prispevek vodstva in aktivno delo skupine za promocijo zdravja na delovnem mestu k zadovoljstvu zaposlenih. Aktivno vključevanje zaposlenih v procese izboljšav, ustvarjanje predlogov za izboljšave in iskanje predlogov za inovativne rešitve, ki vodijo k optimizaciji delovnih procesov ter učinkovitejšemu delovanju organizacije, zagotavlja zadovoljstvo zaposlenih, ki se posledično prenaša na uporabnike. S pomočjo analize obstoječih znanstvenih virov, tj. člankov, objavljenih v znanstvenih revijah in knjigah, ter spletnih virov, ki obravnavajo to temo, smo ugotovili, da je v evropskem merilu samoocenjevanje po modelu CAF vključenih preko 4000 organizacij. Vendar pa je število aktivnih uporabnikov mnogo manjše. Podobno ugotavljamo tudi za Slovenijo, kjer je od 62 registriranih uporabnikov samo 8 uspešnih uporabnikov. Ugotovili smo, da med slovenskimi uporabniki po številu izstopajo upravne enote. Druge organizacije javnega sektorja pa model CAF uporabljajo manj. Bistvena ugotovitev magistrskega dela je, da bi s smiselno uporabo modela CAF2020, kot smo opisali v magistrskem delu, lahko v mnogočem pripomogli k izboljšanju poslovnih procesov v slovenskem javnem sektorju in na ta način pripomogli, da bi na lestvici organizacijske zrelosti procesov slovenski javni sektor napredoval. Za namen analize uspešnosti implementacije modela CAF v slovenski javni sektor predlagamo, da bi se vsako leto opravljale analize uspešnosti implementacije modela v posameznih organizacijah.

• Jezik: Slovenski jezik
• Ključne besede: organizacija, poslovni procesi, zrelost poslovnih procesov, javni sektor, model CAF
• Vrsta gradiva: Magistrsko delo/naloga
• Tipologija: 2.09 - Magistrsko delo
• Organizacija: FU - Fakulteta za upravo
• Kraj izida: Ljubljana
• Založnik: [A. Urbančič]
• Leto izida: 2022
• Št. strani: XII, 93 str.
• PID: 20.500.12556/RUL-136089
• UDK: 005.336.3:35(043.2)
• COBISS.SI-ID: 104954883
• Datum objave v RUL: 12.04.2022

Sekundarni jezik

• Jezik: Angleški jezik
• Naslov: Analysis of implementation of business process maturity models into selected public sector organizations

Izvleček

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.

• Ključne besede: organization, business process, business process maturity, public sector, CAF model