Celovito obvladovanje kakovosti v javnem zavodu

diplomska naloga

Nataša Cimermančič (Author), Gordana Žurga (Mentor)

Abstract

i POVZETEK Raziskovalno vprašanje (RV): Nanaša se na način izboljševanja procesa v smislu delovanja Zavoda, ki ga ima v planu do leta 2016, kar sem s pomočjo primera tudi razložila. Celotna naloga je zasnovana tako, da pelje od teoretičnih izhodišč, opisa zavoda po delovnih področjih, njegovih bistvenih elementov za vzdrževanje kakovosti do praktičnega dela, kjer sem z opisom procesa uveljavljanja pravice do starostne pokojnine in s pomočjo mapiranja procesa prišla do možnih izboljšav. Namen: S pomočjo analize postopkov priti do konkretnih pripo ročil in posledično izboljšav procesa. V teoretičnem delu sem prikazala ključne sestavine, ki so potrebne za vodenje in obvladovanje kakovosti, v praktičnem delu pa sem z analizo postopka ugotavljala dejansko stanje in s pomočjo mapiranja postopka prišla d o konkretnih izboljšav. Metoda: Pri izdelavi naloge sem uporabila študij relevantne literature, študij dokumentacije, izvajanje procesa, časovno analizo in mapiranje procesa, v okviru katerega sem opravila razgovore z zaposlenimi. Na podlagi njihovega opis a sem naredila obrazec, v katerega se vpisala glavne elemente, ki so potrebni za izvajanje določene aktivnosti, in jih časovno omejila. Z metodo mapiranja procesa sem dokumentu sledila po aktivnostih tako, kot dejansko potuje. Rezultati: Dobljena analiza stanja nam kaže, kje so še možnosti za skrajševanje procesa. Ob fizičnem pregledu spisov sem si zastavila nov obrazec, v katerega sem vnesla glavne časovne elemente, ki so potem pokazali dejansko stanje. Šele s primerjavo analize aktivnosti in fizičnega pr egleda spisov sem ugotovila prednosti in slabosti samega procesa. Na podlagi le - teh pa sem podala možnosti za njegovo izboljšavo. Organizacija: Zavod za pokojninsko in invalidsko zavarovanje Slovenije je po zakonu nosilec in izvajalec sistema obveznega pok ojninske ga in invalidskega zavarovanja v naši državi. Družba: V instituciji takega pomena je trajni sistematični pristop h kakovosti poslovanja nujnost, ki jo narekuje tako javni interes kot interes zaposlenih. Originalnost: Skozi celotno nalogo sem se osredotočila na ključna področja v procesu, to so: področje informacije, kadrov, dokumentacije in lokacije spisov. Analiza dejanskega stanja je pokazala, da imajo ravno ta področja največji vpliv na čas trajanja postopka. Omeji tve/nadaljnje raziskovanje: Pri vseh velikih spremembah pa se pojavljajo tudi dejavniki tveganja, ki so navznoter povezani s kompleksnostjo in obsegom nalog, upravljanjem človeških virov in težavami pri obvladovanju sprememb, medtem ko so navzven povezani s tveganji, ki jih prinašajo zaostrene gospodarske okoliščine, pa tudi neznanke v zvezi s pokojninsko reformo.

Keywords

zavodi;obvladovanje kakovosti;analize;učinkovitost;mapiranje postopkov;izboljševanje procesov;diplomske naloge;

Data

Language:	Slovenian
Year of publishing:	2013
Typology:	2.11 - Undergraduate Thesis
Organization:	FOŠ - Faculty of organisation studies in Novo mesto
Publisher:	[N. Cimermančič ]
UDC:	005.6
COBISS:	2048204546
Views:	1
Downloads:	0
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	English
Secondary abstract:	The research question (RV): R efers to the method of the process improvement in the sence of the Institution operation planned until 2016, which is explained with the aid of an example. The entire project is designed in suc h a way that it leads to theoretical issues , the description of the working departments in the institution and its principal elements for maintain quality, to the practical part where I describe the process of asserting the right for the old - age pension an d suggest possible improvements resulting fromvthe filing procedure. The purpose : The analysis procedures acquire concrete references and, consequently, improvements of the process through the procedure analysis. The theoretical part shows the key components needed for the quality management, whereas the practical part presents the analysis of the current situation and possible concrete improvements. The methods : When making task I use stud y of relevant literature, the study of documentation, the pr ocess execution, time analysis and filing of the process which included interviews with the employees. According to their description I prepared a form in which the key elements needed for the execution of individual activities ant their time limits were p ut in. The method followed the file through the activities of the process. The results : A nalysis of the situation show possibilities of the process shortening. During the file examination I prepared a new form where the mani time elements were also includ ed. The latter then showed the actual situation. The comarison of the activities analysis and the file examination showed the advantages and disadvantages of the process itself, thus enabling me to suggest its possible improvements. Organization: Institute for Pension and Disability Insurance Institute of Slovenia under the law holder and operator of the system of compulsory pension and disability insurance system in our country. The Company: The importance of such an institution is a permanent systematic approach to quality management a necessity dictated by the public interest and the interest of the employees. Originality: Throughout the thesis the focus in on the key fields of the process. Namely, the information field, the list of officials, an the fil es documentation and location. The analysis of the current situation shows that these fields have the biggest influence on the duration of the process. Restrictions / further exploration: For all major changes there are also risk factors that are internall y linked to the complexity and scope of the tasks, the management of human resources and difficulties in managing change, while outwardly associated with the risks posed by difficult economic circumstances, as well as the unknowns regarding the pension reform.
Secondary keywords:	institutions;quality management;analysis;efficiency;process filing;process improvement;
Type (COBISS):	Bachelor thesis/paper
Thesis comment:	Fak. za organizacijske študije v Novem mestu
Source comment:	Nasl. na ov.: Diplomska naloga študijski program prve stopnje;
Pages:	V, 56 str., [18 ] str. pril.
ID:	13261309