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The management of complaints in Slovene public administration
Janez Stare, Barbara Gruden, Polonca Kovač, 2008, izvirni znanstveni članek

Opis: The Slovene public administration is part of the broader social system, therefore it must be responsive and proactive. The instrument of complaint in the administrative procedure, and wider in the context of the entire administrative management, is very helpful to public administration for tracking social changes and should therefore be seen as a form of constructive criticism. On the basis of user complaints regarding its services or the parties to the administrative procedure, the public administration must learn permanently and, as learning organisation, must incorporate its findings into future practice. The starting point of this contribution is the problems of the complaint in the narrow sense - customer dissatisfaction with the functioning of the public administration or arising from the fact that one of the characteristics of the administrative procedure or other services is the direct contact between the customer and the provider of the service. With this approach, the public administration will develop part of an integral system of quality and excellence that underlines the meaning of satisfaction of (all) the users of public services.
Ključne besede: public administration, administrative procedure, administrative management, complaint, Slovenia, customers
Objavljeno: 22.01.2018; Ogledov: 613; Prenosov: 285
.pdf Celotno besedilo (113,68 KB)
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Seven or fewer core contents of social responsibility?
Mira Zore, Majda Bastič, Matjaž Mulej, 2016, izvirni znanstveni članek

Opis: Corporate social responsibility (CSR) replaces causes of the current crisis by principles of accountability, transparency, ethics, and respect for organizational stakeholders, the law, international standards, and human rights (International Organization for Standardization, 2010). Interdependence and a holistic approach link them and CSR’s core contents. We examined if Slovene companies involve all seven CSR core contents of ISO 26000 (CSR to employees, customers, local community, environment, human rights, ethical behavior, and leadership). The analysis united three of them—CSR to employees, ethical behavior, and human rights—into CSR leadership to employees.
Ključne besede: CSR, customers, employees, leadership, Slovenia, ISO 26000
Objavljeno: 03.04.2017; Ogledov: 636; Prenosov: 267
.pdf Celotno besedilo (297,15 KB)
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