Supervisors info:
Τριανταφυλλόπουλος Νικόλαος, Επίκουρος Καθηγητής, Τμήμα Μηχανικών Χωροταξίας Πολεοδομίας και Περιφερειακής Ανάπτυξης, Πανεπιστήμιο Θεσσαλίας .
Summary:
The purpose of this paper is to conduct an examination and analysis of a current issue concerning Total Quality Management (TQM) in the Public Sector. Within organizations, there are often instances where quality-related problems arise in various areas. These problems may include a lack of internal control, particularly in relation to the completion of processing and the delivery of products or services. TQM is a management approach that seeks to enhance the effectiveness, efficiency and competitiveness of an organization by prioritizing quality across all departments and promoting cooperation between them. The research conducted aims to investigate the role of human resources in Public Administration and to recognize the importance of utilizing TQM principles to improve employee performance in order to provide improved services to citizens. At the same time, the perspectives of the employees are also examined in relation to the improvements that must be made in the human resources of the KEPs, with the aim of increasing the satisfaction of the citizens. Findings indicate that the incorporation of DOP, through leveraging the proposed drivers, namely employee engagement, leadership effectiveness, continuous improvements, and citizen satisfaction with service delivery, makes a significant difference in service quality improvement. Furthermore, the results on service quality indicators reveal that service availability showed the most significant improvement, followed by response size and finally service completion. All of these service quality measures were identified as positive outcomes resulting from DOP integration. In summary, we can observe that the application of the DOP philosophy in the public sector is still in its infancy, and its proper implementation, together with appropriate actions, will effectively enhance efficiency in public organizations.
Keywords:
Human Resources, Public Administration, Total Quality Management,
