Indian Journal of Economics and Development

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Quality Improvement of Public Sector Services by Process Documentation


Affiliations
1 Islamic Azad University, Kerman Branch, Iran, Islamic Republic of
2 Department of Management, Islamic Azad University, Rafsanjan Branch, Iran, Islamic Republic of
3 Islamic Azad University, Zahedan Branch, Zahedan, Iran, Islamic Republic of
 

Public or governmental organizations are beset by the basic issue of providing an ideal efficient quality and more cost-effective services. However, since the public organisation's activities in are effected within the administrative regulations, the staff of the sector do not seek people's satisfaction. Nonetheless, most significant techniques organizational processes can be improved via different techniques including continuous improvement, benchmarking, and process reengineering. The basic step to improve such processes is to create a uniform methodology of activities to solve situations. This step is termed Process Documentation. This research attempts to assess the significance and impact of process documentation on promoting the quality of public sector services, with respect to the executive organizations in Zahedan district. The applied\descriptive research approach has been used for all the public sector executive organizations in Zahedan district. The approach taken is of the correlative and population type. 402 cases have been selected simply by means of random sampling while the Spearman Test has been used to evaluate assumptions of the research. The research findings confirm that process documentation has a significant relationship with all dimensions of service quality in public sector.

Keywords

Quality, Public Services Quality, Process Documentation, Processes
User
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Abstract Views: 472

PDF Views: 284




  • Quality Improvement of Public Sector Services by Process Documentation

Abstract Views: 472  |  PDF Views: 284

Authors

Masoud Porkiani
Islamic Azad University, Kerman Branch, Iran, Islamic Republic of
Maryam Maleki
Department of Management, Islamic Azad University, Rafsanjan Branch, Iran, Islamic Republic of
Morteza Jamali Paghaleh
Islamic Azad University, Zahedan Branch, Zahedan, Iran, Islamic Republic of

Abstract


Public or governmental organizations are beset by the basic issue of providing an ideal efficient quality and more cost-effective services. However, since the public organisation's activities in are effected within the administrative regulations, the staff of the sector do not seek people's satisfaction. Nonetheless, most significant techniques organizational processes can be improved via different techniques including continuous improvement, benchmarking, and process reengineering. The basic step to improve such processes is to create a uniform methodology of activities to solve situations. This step is termed Process Documentation. This research attempts to assess the significance and impact of process documentation on promoting the quality of public sector services, with respect to the executive organizations in Zahedan district. The applied\descriptive research approach has been used for all the public sector executive organizations in Zahedan district. The approach taken is of the correlative and population type. 402 cases have been selected simply by means of random sampling while the Spearman Test has been used to evaluate assumptions of the research. The research findings confirm that process documentation has a significant relationship with all dimensions of service quality in public sector.

Keywords


Quality, Public Services Quality, Process Documentation, Processes

References