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Title:Razvoj kakovosti v javnem sektorju v Sloveniji
Authors:ID Gregl, Vinko (Author)
ID Gričar, Sergej (Mentor) More about this mentor... New window
Files:.pdf 1264$$diplomska_gregl.pdf (1,24 MB)
MD5: 428831A3CACBFAF920580F62F3919DF5
 
Language:Slovenian
Work type:Bachelor thesis/paper
Organization:UNM FEI - University of Novo mesto - Faculty of Economics and Informatics
Abstract:V Sloveniji se v javnem sektorju trudijo izboljšati kakovost dela in storitev, ki jih ponujajo ljudem. Pri tem se uporablja Evropski okvir za upravljanje kakovosti, ki pomaga organizacijam, da se bolje organizirajo, poslušajo potrebe ljudi, izboljšujejo svoje procese in skrbijo za zaposlene. Namen tega je, da se javne ustanove vodijo bolj učinkovito, pregledno in odgovorno ter da so storitve čim boljše in dostopne za vse. Pri raziskavi smo uporabili deskriptivno metodo, metaanalizo, opazovanje in anketiranje. Podatke smo zbirali preko spletnega vprašalnika, ki je bil poslan 71 slovenskim podjetjem iz javnega cestnega potniškega prometa. Zbrane podatke smo analizirali s pomočjo računalniške programske opreme in predstavili v grafični obliki. Rezultati raziskave kažejo, da je uporaba EFQM modela v javnem linijskem prevozu v Sloveniji še omejena, a tisti, ki ga uporabljajo, opažajo izboljšave, predvsem pri zmanjšanju pritožb in večji preglednosti procesov. Kljub pozitivnim vplivom na kakovost storitev in učinkovitost procesov se pojavljajo izzivi pri usklajevanju procesov, komunikaciji in vključevanju zaposlenih. Za nadaljnje izboljšave so priporočeni boljša usklajenost med prevozniki, večja vključenost uporabnikov, izboljšano usposabljanje, uporaba sodobnih tehnologij in spodbujanje trajnostnih praks. Zaključimo lahko, da je EFQM model kljub začetnim izzivom pomembno orodje za izboljšanje kakovosti in učinkovitosti v javnem potniškem prometu, zato je nujno nadaljnje vlaganje v njegovo širšo implementacijo in prilagajanje specifičnim potrebam javnega sektorja.
Keywords:razvoj, kakovost, javni sektor, javni prevoz, efqm model
Year of publishing:2025
PID:20.500.12556/ReVIS-12360 New window
Publication date in ReVIS:03.10.2025
Views:48
Downloads:0
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Secondary language

Language:English
Title:Quality development in the public sector in Slovenia
Abstract:In Slovenia, efforts are being made in the public sector to improve the quality of work and services offered to people. The European Framework for Quality Management (EFQM) is used to help organizations better organize themselves, listen to people's needs, improve their processes, and take care of employees. The goal for public institutions is to be managed more efficiently, transparently, and responsibly, and to ensure that services are as good and accessible as possible for everyone. In the research, descriptive methods, meta-analysis, observation, and surveys were used. Data were collected through an online questionnaire sent to 71 Slovenian companies in the public road passenger transport sector. Data were analysed and collected using computer software and presented the results graphically. The research results show that the use of the EFQM model in public line transport in Slovenia is still limited, but those who use it notice improvements, especially in reducing complaints and increasing process transparency. Despite positive impacts on service quality and process efficiency, challenges remain in process coordination, communication, and employee involvement. For further improvements, better coordination among transport providers, greater user involvement, enhanced training, use of modern technologies, and promotion of sustainable practices are recommended. We can conclude that despite initial challenges, the EFQM model is an important tool for improving quality and efficiency in public passenger transport, making essential further investment in its wider implementation and adaptation to the specific needs of the public sector.
Keywords:development, quality, public sector, public transport, efqm model


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