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Title:The management of complaints in Slovene public administration
Authors:ID Stare, Janez (Author)
ID Gruden, Barbara (Author)
ID Kovač, Polonca (Author)
Files:.pdf Organizacija_2008_Stare,_Gruden,_Kovac_The_Management_of_Complaints_in_Slovene_Public_Administration.pdf (113,68 KB)
MD5: 2CCC631F369095A1F8A1863A90C2E229
PID: 20.500.12556/dkum/a344fb79-dc47-4f4f-ab13-482b1ded4f2a
 
URL http://www.degruyter.com/view/j/orga.2008.41.issue-1/v10051-008-0003-9/v10051-008-0003-9.xml
 
Language:English
Work type:Scientific work
Typology:1.01 - Original Scientific Article
Organization:FOV - Faculty of Organizational Sciences in Kranj
Abstract: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.
Keywords:public administration, administrative procedure, administrative management, complaint, Slovenia, customers
Publication status:Published
Publication version:Version of Record
Year of publishing:2008
Number of pages:str. 22-30
Numbering:Letn. 41, št. 1
PID:20.500.12556/DKUM-69430 New window
ISSN:1318-5454
UDC:35(479.4)
ISSN on article:1318-5454
COBISS.SI-ID:2867886 New window
DOI:10.2478/v10051-008-0003-9 New window
NUK URN:URN:SI:UM:DK:NDMYSPG9
Publication date in DKUM:22.01.2018
Views:1311
Downloads:413
Metadata:XML RDF-CHPDL DC-XML DC-RDF
Categories:Misc.
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Record is a part of a journal

Title:Organizacija : revija za management, informatiko in kadre
Shortened title:Organizacija
Publisher:Moderna organizacija
ISSN:1318-5454
COBISS.SI-ID:610909 New window

Licences

License:CC BY-NC-ND 4.0, Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International
Link:http://creativecommons.org/licenses/by-nc-nd/4.0/
Description:The most restrictive Creative Commons license. This only allows people to download and share the work for no commercial gain and for no other purposes.
Licensing start date:22.01.2018

Secondary language

Language:Slovenian
Title:Upravljanje pritožb v slovenski javni upravi
Abstract:Slovenska javna uprava je del širšega družbenega sistema. Zato mora delovati odzivno in celo proaktivno. Instrument pritož- be v upravnem postopku in širše v okviru celotnega upravnega poslovanja je javni upravi pri sledenju družbenim spremembam v pomoč in bi ga tako morala jemati kot obliko konstruktivne kritike. Javna uprava se mora na podlagi pritožb uporabnikov njenih storitev oz. strank v upravnih postopkih učiti in kot učeča organizacija nauke vgraditi v bodočo prakso. V prispevku izhajamo iz tistih problemov pritožbe v ožjem smislu kot nezadovoljstva stranke, ki se nanašajo na delovanje javne uprave oz. izhajajo iz dejstva, da je ena izmed značilnosti upravnega postopka oz. druge storitve prav neposreden stik med stranko in izvajalcem storitve. S tovrstnim pristopom bo javna uprava razvila del celovitega sistema kakovosti oz. odličnosti, ki poudarja pomen zadovoljstva (vseh) uporabnikov javnih storitev.
Keywords:javna uprava, upravni postopek, upravno poslovanje, pritožba, Slovenija, stranke


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This document is a part of these collections:
  1. Organizacija

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