Europe Aid 119443 C SV HR EU CARDS 2003 Decentralisation and reorganisation

Europe. Aid/119443/C/SV/HR EU CARDS 2003 Decentralisation and reorganisation of the Croatian Employment Service (CES)

MAIN CHARACTERISTICS OF PERFORMANCE MEASUREMENT SYSTEMS

ORGANIZATION AS AN OPEN SYSTEM

GENERIC MODEL OF A SYSTEM INPUTS • Human Resources • Material Resources • Economic Resources • ICT Resources TRANSFORMATION PROCEDURES • Programming • Organization • Monitoring • Control • Technology OUTPUTS • Products • Services • Profits • Loses • Employee Satisfaction • Client Satisfaction CONTROL MECHANISMS INFORMATION FEEDBACK

ORGANIZATION AS AN OPEN SYSTEM External environment Technological Factors Economic Factors Internal Environment OUTPUTS INPUTS Functional Environment Political Factors FEEDBACK Social Factors

THE CHANGING ROLE OF GOVERNMENT

GLOBAL TRANSFORMATIONS LEAD TO ……. . ADMINISTRATIVE CHANGES ØTECHNOLOGY ØTRANSPORTATION ØPRODUCTION Ø……………. . NEW ROLE OF GOVERNMENT ØAdministrative Product ØCitizen as a Client ØInternal / External Customer CENTRAL GOVERNMENT DECENTRALIZED AUTHORITIES ØMinistries Headquarters ØFormulation of central Policies Ø Implementation of Policies

CITIZEN – ORIENTED APPROACH TO QUALITY SERVICE DELIVERY

CLIENT SATISFACTION CLIENT EXPECTATIONS CLIENT PERCEPTIONS SATISFACTION GAP REDUCE CLIENT SATISFACTION GAP

A Client-centered Approach to Quality Services

PUBLIC ADMINISTRATION IS CHANGING FROM • “FOLLOW THE RULES” TO • “CITIZEN’S NEEDS”

RESPONSIVE GOVERNMENT PUBLIC SECTOR INSTITUTIONS EXIST PRIMARILY TO DELIVER A SERVICE OR A PRODUCT TO A CLIENT

CITIZEN CENTRES APPROACH ADMINISTRATION FOLLOWS THE CITIZEN ADMINISTRATION Central Gov Local Gov Agencies CITIZEN’S SERVICE CENTERS CITIZEN

MS ND E E A TY ANC SYST I AL RM ENT QU FO M ER SURE P A ME

QUALITY & TOTAL QUALITY MANAGEMENT PRIVATE SECTOR NEW APPROACH NEW MANAGEMENT SYSTEM ·Customer is always right ·Customer is the KING TOTAL QUALITY MANAGEMENT QUALITY RESPONSE TO CUSTOMER NEEDS TOTAL QUALITY MANAGEMENT EVERY ACTIVITY, EVERY DIVISION, EVERY WORKER CONTRIBUTES TO CUSTOMER SATISFACTION WITH THE MINIMUM POSSIBLE COST FOR THE ORGANIZATION

FOCUS ON CUSTOMER NEEDS ÞWho are the Customers ÞWhat they expect ÞINTERNAL / EXTERNAL CUSTOMERS CONTINUOUS IMPROVEMENT DEMING CYCLE : PLAN- DO- CHECK – ACT TQM PRINCIPLES TOTAL PARTICIPATION & COMMITMENT

DEMING CYCLE ACT PLAN CHECK DO

INTERNATIONAL ORGANIZATION FOR STANDARDIZATION Quality Standards Internationally – In the ISO participate National Standardization Organizations of 110 Countries. ISO WORK METHODOLOGY (Decentralized): 185 TECHNICAL COMMITTEESS AND 36 SUB-COMMITTEESS supported by TECHNICAL SECRETARIAT in 35 Countries. The CENTRAL SECRETARIAT is in GENEVA

DECISION OF THE LEADERSHIP CREATION OF TEAM WORK UNIT EXAMINATION OF THE CURRENT SITUATION GAP IDENTIFICATION AND ACTION PLAN NECESSARY STEPS FOR THE INTRODUCTIO N OF ISO REORGANIZATION OR DEVELOPMENT OF NEW PROCEDURES DEVELOPMENT OF QUALITY ASSURANCE MANUAL SELLECTION OF ISO AUTHORITY SUBMISSION OF THE MANUAL TO THE ISO AUTHORITY FOR APPROVAL EVALUATION OF THE PROCESS ACCREDITATION /ISO

The BALANCED SCORECARD Model

The BALANCED SCORECARD Model For the PUBLIC SECTOR