Quality in Public Administration - EOQ · EOQ-Congress 2010, Izmir, Turkey Slide 2 Quality in...

Quality in Public Administration

Dr. Wolfgang M. KaerkesGeneral ManagerDGQ – German Society for Quality

EOQ-Congress 2010, Izmir, Turkey Slide 1

DGQ – German Society for Quality

DGQ"Designing quality – developing highly-capable services"

DGQ"Designing quality – developing highly-capable services"

We design networks and certify personnel

We empower people

We develop

organisa-tions

We generate knowledge

We improve per-

formanceand drive

innovation



Starting situation

Public administration is facing considerable challenges.

On the other hand, a well-performing public administration is a decisive factor for the attractiveness of a business and industrialarea.

What are the success factors in public administration?

Where does public administration stand with regard to thesequestions?

What can public administration learn from industry?



Starting point

The situation in public administration is characterised byconstrained public finances and rising demands. This very much narrows the range of possible activity.

Work processes are becoming ever more complex and faster.

The average age of the population and of those working in publicadministration is rising.

It is becoming increasingly difficult to recruit suitable youngworkers into public administration.



Starting point

From industry we know that some organisations are able to survive extremely well within such a difficult context, providing an example for others.

Hypothesis: The public administration sector urgently needseffective recipes in order to master its increasing workload and offer the general population/citizens the necessary services.

In the end it is a matter of cost-effective and sustainable provisionof services that are wanted and needed.



Possible solutions for increased requirements

The German Federal Government has decided on the programme"Focused on the Future: Innovations for Administration".

The area of "Management" also includes development of QualityManagement for improved performance by the publicadministration.

In the end it is a question of cost-effective and sustainableservices on the level of the Federal State, the Countries (Länder) and local and municipal authorities.



Statements on:

The success factors

Focus on public administration from the points of view of theheads of the public administration bodies and the citizensthemselves

Focus on employees from the points of view of the heads of thepublic administration bodies and the employees themselves

Definition of targets and qualification of managers

Maturity level of process management

Significance and institutionalisation of QM, today and tomorrow



Overview of design of the study

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Success factors in public administration and in service organisations

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Statements regarding citizen/client focus in public administration and in service organisations


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Client satisfaction: Assumptions of public administration bodies and service organisations vs. actual opinions of citizens/clients

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Satisfaction-motivation portfolio of employees in public administrationand service organisations

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Handling of targets in public administration and in serviceorganisations

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Qualification of managers in public administration and in serviceorganisations



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Process management in public administration and in serviceorganisations

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Causes

Increasing expectations and demands on public administration –at the same time ...

› Lack of public funds.

› Result: Budget restrictions and financial cuts

› New tasks without new personnel

› Consequence: perceptible increase in workload in public administration

i.e., it is becoming more and more difficult to master the ever morecomplex challenges.



Basis for solution:

Intense focus...

› More efficient working through optimum use of resources:

› The limited financial and staff resources must be invested in the central success criteria

...through quality management systems

› facilitate strategic and systematic action

› regular checking of the procedures ensures efficient use of resources

› help to drive forward a process of continual improvement



Importance of internal support functions in public administrationbodies

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Specific unit / person responsible for quality management in publicadministration bodies

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Characteristics of quality management

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cÉÇÉê~ä=ëí~íÉ i~åÇ jìåáÅáé~äáíó

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Current importance of quality management for the sucess of thepublic administration body


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Future importance of quality management for the success of thepublic administration body

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23%

14%

53%

50%

59%

21%

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26%11% 4%

State

Land

Municipality

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SV




Conclusion

The level of institutionalisation of quality management has beenrelatively low in public administration up to now

However, the results show that ...

› The potential of quality management in public administration falls on fruitful ground

› Quality management is a suitable instrument for (further) development of themanagement in public administration

It is important that: Quality management is not only seen as an individual tool, but as an integrated management approach

Dr. Wolfgang M. Kaerkes

Deutsche Gesellschaft für QualitätAugust-Schanz-Straße 21A60433 Frankfurt am MainT + 49(0)69-954 24-188F + 49(0)69-954 24-234www.dgq.de

Thank You for Your Attention!

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