ANALIZA UPORABE MODELOV KAKOVOSTI IN ODLIČNOSTI V OBČINAH JUGOVZHODNE SLOVENIJE

ABRAM, NATAŠA (author), Kovač, Polonca (mentor)

Hitro spreminjajoče se okolje, vse večje potrebe, zahteve in pričakovanja uporabnikov javnih storitev so izzivi, s katerimi se javna uprava sooča že vrsto let. V zadnjem času se kakovosti, odličnosti in učinkovitosti v javni upravi daje vse večji pomen. Občina je del javne uprave, njena osnovna naloga je, da svojim prebivalcem zagotavlja kakovostne javne storitve. Uporabniki javnih storitev želijo in zahtevajo uspešno in učinkovito delovanje občine. V želji izboljšanja delovanja so se za merjenje in zagotavljanje kakovosti razvili različni pristopi in modeli. V diplomskem delu je analizirana uporaba modelov kakovosti in odličnosti v občinah regije Jugovzhodna Slovenija. Izvajanje ugotavljanja kakovosti v občinah ni tako kot v organih državne uprave zakonsko predpisano in načrtovano s strani države, kar ima za posledico precej manjšo uporabo modelov kakovosti in odličnosti. Raziskava, ki je bila opravljena z anketnim vprašalnikom v izbranih občinah je pokazala, da svoje delovanje z uporabo modela izboljšuje in sledi cilju, da svojim občanom nudi še bolj kakovostne javne storitve, le ena občina. V raziskavi so v povprečju zajete majhne občine, saj v več kot polovici občin živi le do 5.000 prebivalcev. Glede na raznolikost velikosti občin je bilo pričakovati, da se v raziskovanih občinah za izboljšanje zagotavljanja kakovosti storitev orodij ne poslužujejo. Informacije o zadovoljstvu uporabnikov javnih storitev in njihovi kakovosti ugotavljajo z drugačnimi pristopi, kot so knjiga pohval in pritožb, lokalni mediji, izvedene ankete. Še največ pozornosti namenjajo osebnemu stiku s stranko. Ugotovljeno je, da bi razni modeli in orodja predstavljali administrativne ovire za zaposlene, razlog za neuporabo je tudi pomanjkanje kadrovskih in finančnih virov ter nepoznavanje orodij kakovosti in odličnosti. Izsledki diplomskega dela in navedbe nekaterih občin kažejo, da v izbranih občinah uporaba modelov ne prinaša nujno tudi dodane vrednosti za kakovostno delovanje občine, zato se tovrstnih orodij ne poslužujejo.

• Language: Slovenian
• Keywords: Ključne besede: občina, javne storitve, kakovost, odličnost, uporabniki javnih storitev, ISO, EFQM, CAF, učinkovitost, uspešnost.
• Work type: Bachelor thesis/paper
• Organization: FU - Faculty of Administration
• Year: 2017
• PID: 20.500.12556/RUL-91044
• Publication date in RUL: 15.03.2017

Secondary language

• Language: English
• Title: Analysis of use of quality and excellence models in municipalities of Southeast Slovenia

Abstract

The rapidly changing environment, increasing needs, demands and expectations of public services users are the challenges the Civil Service has been facing for a number of years. Recently, more and more emphasis is being put on the latter s quality, excellence and efficiency. Municipalities are a part of the civil service and their primary function is providing quality public services to its citizens. Public services users want and demand a municipality be successful and efficient. Aspiring to improve its functioning, various approaches and models have been developed to measure and insure quality. This degree paper analyses the use of the quality and excellence models in several municipalities of Southeast Slovenia. The execution of establishing the quality of one is, unlike that of the public administration, not legally required and planned by the State, which results in less frequent utilization of those models. The survey conducted using a questionnaire in selected municipalities showed that only one of them uses the model to improve and offer its citizens services of greater quality. On average, the survey includes small municipalities, since more than a half of them are inhabited by up to 5.000 residents. Regarding the diversity of size, it was expected that the municipalities do not strive to use any means in order to improve the quality of services. The information concerning the satisfaction of public services users and their quality is acquired by other means, such as customer comments and complaints book, local media and conducting surveys. The most considerable amount of attention is paid to the direct personal contact with the client. It has been established that various models and tools would pose administrative obstacles to the employees. Another reason for the lack of use is a shortage of financial and human resources, as well as the lack of knowledge concerning the quality and excellence tools. The degree paper s results and some municipalities references show that the use of models in the selected municipalities does not necessarily bring additional value to their improved functioning, which is why they choose not to use them.

• Keywords: Key words: municipality, public services, quality, excellence, public services users, ISO, EFQM, CAF, efficiency, successfulness.