Management celovite kakovosti v izbranih organizacijah slovenske javne uprave
Izvleček
V članku predstavljamo kritično analizo uporabe modelov ma-nagementa celovite kakovosti (ang. Total Quality Management – TQM) v slovenski javni upravi. Na podlagi rezultatov do zdaj najobsežnejše raziskave med javnimi uslužbenci smo ugotovili: samoocenjevanje po merilih CAF večinoma ni bilo uspešno in ni zagotovilo verodostojnih ocen; nobena od analiziranih organiza-cij slovenske javne uprave, ki je uporabila CAF in EFQM ne upora-blja temeljnih načel javnega managementa celovite kakovosti in ni pristopila k uporabi nove filozofije poslovne odličnosti; uporaba obeh modelov ni privedla do velikih sprememb managementa, ki jih terja filozofija poslovne odličnosti; kakovost storitev se zaradi uporabe obeh modelov v večini organizacij žal ni izboljšala.
References
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Areh, Valentin, Uvajanje managementa celovite kakovosti v državno upravo in predlog izboljšav orodij za njegovo učinkovito uporabo: doktorska disertacija, Fakulteta za državne in evropske študije, Kranj, 2015.
N. Ammons, David, Performance Measurement and Managerial thinking, Public Performance & Management Review, št. 4, (2002), str. 344–347.
A. G. Bekke, Hans, (ur.), James L. Perry (ur.) in Theo A. Toonen (ur.): Civil Service Systems in comparative Perspective. Indiana University Press, Bloomington, 1996.
A. B Benowitz, Ellen, Principles of Management, Cliffs Notes, New York, 2001.
Bouckaert Geert, in Peters, Guy, Performance measurement and management: The Achilles Heel in administrative modernization, Public Performance & Management Review, št. 4, (2002), str. 359–362.
CAF, Skupni ocenjevalni okvir za organizacije v javnem sektorju: CAF 2006, Ministrstvo za javno upravo, Ljubljana, 2007.
G. Dale, Barrie, Managing Quality, Blackwell Publishers, Oxford, 2003.
E. Deming, William, The New Economics For Industry, Government & Education, Massachusetts Institute of Technology Center for Advanced Engineering Study, Cambridge, 1993.
EIPA. Study on the use of the Common Assessment Framework in European Public Administrations & 2nd European CAF event, EIPA, Luxembourg, 2005.
Graham, Julia, Developing a Performance–Based Culture, Journal for Quality & Participation, št. 1, (2004), str. 4–8.
W. Griffin, Ricky, Management, Houghton Mifflin, Boston, 1999.
Hood, Christopher, Exploring Variations in Public Management Reform of 1980‘s. V: A. G. Bekke, Hans (ur.), L. Perry, James (ur.) in A. J. Toonen, Theo (ur.): Civil Service Systems in comparative Perspective, Indiana University Press, Bloomington, 1996, str. 268–287.
Kern, Karmen, Kovač, Polona, Leon, Loredana in Pretnar, Vitomir, Obvladovanje kakovosti s pomočjo uporabe modela odličnosti CAF, Priročnik za udeležence seminarja, Ministrstvo za notranje zadeve, Upravna akademija, Ljubljana, 2003.
Kern, Karmen, Kovač, Polona, Leon, Loredana in Pretnar, Vitomir, Obvladovanje kakovosti s pomočjo uporabe modela odličnosti CAF: priročnik za udeležence seminarja, Ministrstvo za notranje zadeve, Upravna akademija, Ljubljana, 2004.
Kern Pipan, Karmen, Leon, Loredana, in Kovač, Polona, S projektom CAF do izkušenj in perspektive pilotnega projekta PRSPO v javni upravi, Strokovno gradivo / Forum SFPO 2005 in EFQM-konferenca zmagovalcev, Ljubljana, 2005.
Kern Pipan, Karmen, in Leon, Loredana, Uspešen zaključek prvega pilotnega projekta priznanja Republike Slovenije za poslovno odličnost (PRSPO) za javno upravo, Ljubljana, http://www.mirs.gov.si/fileadmin/um.gov.si/pageuploads/Dokpdf/PRSPO/LiteraturaSlo/UspesenZakljucek.pdf«. (zadnjič obiskano: 27. 01. 2017).
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Radej, Bojan, Poročilo Fokusne skupine za CAF, Fakulteta za uporabne družbene študije in Slovensko društvo evalvatorjev, http://www.sdeval.si/Objave/Porocilo-Fokusne-skupine-za-CAF.html, (zadnjič obiskano: 27. 01. 2017).
S. K Kravchuk, R Robert, and W. Schack, Ronald, Designing effective performance-measurement systems under the Government Performance and Results Act of 1993, Public Administration Review, št. 4, (1996), str. 348–358.
L. Martin, Lawrence, Total Quality Management in Human Service Organizations, Sage Publications, London, 1993.
Mintzberg, Henry, The Nature of Managerial Work, Harper & Row, New York, 1973.
Morgan, Gareth, Images of Organization, Sage Publications, Newbury Park, 1986.
Morgan, Colin, in P. Murgatroyd, Stephen, Total Quality Management in the Public Sector: An International Perspective, Open University Press, Buckingham, 1994.
Propper, Carol, in Wilson, Deborah, The Use and Usefulness of Performance Measures in the Public Sector, Oxford Review of Economic Policy, št 2. (2003), str. 250-267.
P. R Robbins, Stephen, Management: Concepts and Practices, Prentice-Hall, Englewood Cliffs, 1984.
Romano, Catherine, Report Card on TQM, Management Review, št. 1 (1994), str. 22–25.
Saltmarshe, Douglas, Ireland, Mark, in J. McGregor, Allister, The performance framework: a systems approach to understanding performance management, Public Administration & Development, št. 5, (2003), str. 445–456.
L. Schroeder, Bernard, L. Lewis, John, in D. Stricklin, William, Economics and Management, Prentice Hall, Englewood Cliffs, 1992.
Skubic, Ivan in K Kern Pipan, Karmen, Priznanje Republike Slovenije za poslovno odličnost in evropska nagrada za kakovost, Ministrstvo za visoko šolstvo, znanost in tehnologijo, Ljubljana, http://www.mirs.gov.si/fileadmin/um.gov.si/pageuploads/Dokpdf/PRSPO/LiteraturaSlo/BrosuraPRSPO- slo.pdf«. (zadnjič obiskano: 01. 02. 2017).
Staes, Patrick, in Thijs, Nick, Growing Towards Excellence in the European Public Sector: A decade of European collaboration with CAF, EIPA, Maastricht, 2010.
Staes, Patrick , in Thijs, Nick, Stoffels, Ann, in Geldof, Sven, Five Years of CAF 2006: From Adolescence to Maturity – What Next? A study on the use, the support and the future of the Common Assessment Framework, EIPA, Maastricht, 2011.
Topič, Bogdan, Priznanje Republike Slovenije za poslovno odličnost (PRSPO), http://www.mju.gov.si/fileadmin/mju.gov.si/pageuploads/mju_dokumenti/pdf/Bogdan_20Topic.pdf«. (zadnjič obiskano: 31. 05. 2009).
Areh, Valentin, Uvajanje managementa celovite kakovosti v državno upravo in predlog izboljšav orodij za njegovo učinkovito uporabo: doktorska disertacija, Fakulteta za državne in evropske študije, Kranj, 2015.
N. Ammons, David, Performance Measurement and Managerial thinking, Public Performance & Management Review, št. 4, (2002), str. 344–347.
A. G. Bekke, Hans, (ur.), James L. Perry (ur.) in Theo A. Toonen (ur.): Civil Service Systems in comparative Perspective. Indiana University Press, Bloomington, 1996.
A. B Benowitz, Ellen, Principles of Management, Cliffs Notes, New York, 2001.
Bouckaert Geert, in Peters, Guy, Performance measurement and management: The Achilles Heel in administrative modernization, Public Performance & Management Review, št. 4, (2002), str. 359–362.
CAF, Skupni ocenjevalni okvir za organizacije v javnem sektorju: CAF 2006, Ministrstvo za javno upravo, Ljubljana, 2007.
G. Dale, Barrie, Managing Quality, Blackwell Publishers, Oxford, 2003.
E. Deming, William, The New Economics For Industry, Government & Education, Massachusetts Institute of Technology Center for Advanced Engineering Study, Cambridge, 1993.
EIPA. Study on the use of the Common Assessment Framework in European Public Administrations & 2nd European CAF event, EIPA, Luxembourg, 2005.
Graham, Julia, Developing a Performance–Based Culture, Journal for Quality & Participation, št. 1, (2004), str. 4–8.
W. Griffin, Ricky, Management, Houghton Mifflin, Boston, 1999.
Hood, Christopher, Exploring Variations in Public Management Reform of 1980‘s. V: A. G. Bekke, Hans (ur.), L. Perry, James (ur.) in A. J. Toonen, Theo (ur.): Civil Service Systems in comparative Perspective, Indiana University Press, Bloomington, 1996, str. 268–287.
Kern, Karmen, Kovač, Polona, Leon, Loredana in Pretnar, Vitomir, Obvladovanje kakovosti s pomočjo uporabe modela odličnosti CAF, Priročnik za udeležence seminarja, Ministrstvo za notranje zadeve, Upravna akademija, Ljubljana, 2003.
Kern, Karmen, Kovač, Polona, Leon, Loredana in Pretnar, Vitomir, Obvladovanje kakovosti s pomočjo uporabe modela odličnosti CAF: priročnik za udeležence seminarja, Ministrstvo za notranje zadeve, Upravna akademija, Ljubljana, 2004.
Kern Pipan, Karmen, Leon, Loredana, in Kovač, Polona, S projektom CAF do izkušenj in perspektive pilotnega projekta PRSPO v javni upravi, Strokovno gradivo / Forum SFPO 2005 in EFQM-konferenca zmagovalcev, Ljubljana, 2005.
Kern Pipan, Karmen, in Leon, Loredana, Uspešen zaključek prvega pilotnega projekta priznanja Republike Slovenije za poslovno odličnost (PRSPO) za javno upravo, Ljubljana, http://www.mirs.gov.si/fileadmin/um.gov.si/pageuploads/Dokpdf/PRSPO/LiteraturaSlo/UspesenZakljucek.pdf«. (zadnjič obiskano: 27. 01. 2017).
Kovač, Polona, Zakaj in kako uvesti evropski model kakovosti Common assessment framework – CAF, Zbornik referatov / Konferenca Od ideje o kakovosti do dobrih praks v javni upravi, Ministrstvo za notranje zadeve Republike Slovenije, Ljubljana, 2002, str. 45–53.
Kovač, Polona, Kje smo in kam gremo v slovenski upravi po dveh letih uvajanja »Skupnega ocenjevalnega okvira za organizacije v javnem sektorju (CAF)«, Zbornik referatov / Konferenca Dobre prakse v slovenski javni upravi 2003, Ljubljana, 12. november 2003, Ministrstvo za notranje zadeve Republike Slovenije, Ljubljana, 2003, str. 29–42.
Kovač, Polona, Prva evropska konferenca o uporabi modela CAF v javni upravi 18. - 19. 11. 2003 – izkušnje in nauki, 2003, Organizacija, št. 2, (2004), str. 126–129.
Osborne, David, in Gaebler, Ted, Reinventing Government: How the Entrepreneurial Spirit Is Transforming the Public Sector from Schoolhouse to Statehouse, Addison Wesley, Boston, 1992.
Radej, Bojan, Poročilo Fokusne skupine za CAF, Fakulteta za uporabne družbene študije in Slovensko društvo evalvatorjev, http://www.sdeval.si/Objave/Porocilo-Fokusne-skupine-za-CAF.html, (zadnjič obiskano: 27. 01. 2017).
S. K Kravchuk, R Robert, and W. Schack, Ronald, Designing effective performance-measurement systems under the Government Performance and Results Act of 1993, Public Administration Review, št. 4, (1996), str. 348–358.
L. Martin, Lawrence, Total Quality Management in Human Service Organizations, Sage Publications, London, 1993.
Mintzberg, Henry, The Nature of Managerial Work, Harper & Row, New York, 1973.
Morgan, Gareth, Images of Organization, Sage Publications, Newbury Park, 1986.
Morgan, Colin, in P. Murgatroyd, Stephen, Total Quality Management in the Public Sector: An International Perspective, Open University Press, Buckingham, 1994.
Propper, Carol, in Wilson, Deborah, The Use and Usefulness of Performance Measures in the Public Sector, Oxford Review of Economic Policy, št 2. (2003), str. 250-267.
P. R Robbins, Stephen, Management: Concepts and Practices, Prentice-Hall, Englewood Cliffs, 1984.
Romano, Catherine, Report Card on TQM, Management Review, št. 1 (1994), str. 22–25.
Saltmarshe, Douglas, Ireland, Mark, in J. McGregor, Allister, The performance framework: a systems approach to understanding performance management, Public Administration & Development, št. 5, (2003), str. 445–456.
L. Schroeder, Bernard, L. Lewis, John, in D. Stricklin, William, Economics and Management, Prentice Hall, Englewood Cliffs, 1992.
Skubic, Ivan in K Kern Pipan, Karmen, Priznanje Republike Slovenije za poslovno odličnost in evropska nagrada za kakovost, Ministrstvo za visoko šolstvo, znanost in tehnologijo, Ljubljana, http://www.mirs.gov.si/fileadmin/um.gov.si/pageuploads/Dokpdf/PRSPO/LiteraturaSlo/BrosuraPRSPO- slo.pdf«. (zadnjič obiskano: 01. 02. 2017).
Staes, Patrick, in Thijs, Nick, Growing Towards Excellence in the European Public Sector: A decade of European collaboration with CAF, EIPA, Maastricht, 2010.
Staes, Patrick , in Thijs, Nick, Stoffels, Ann, in Geldof, Sven, Five Years of CAF 2006: From Adolescence to Maturity – What Next? A study on the use, the support and the future of the Common Assessment Framework, EIPA, Maastricht, 2011.
Topič, Bogdan, Priznanje Republike Slovenije za poslovno odličnost (PRSPO), http://www.mju.gov.si/fileadmin/mju.gov.si/pageuploads/mju_dokumenti/pdf/Bogdan_20Topic.pdf«. (zadnjič obiskano: 31. 05. 2009).
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