OPERATIONS MANAGEMENT INTERPRETATION OF THE BASIC MODEL OF COMPLEX ADMINISTRATIVE SERVICES
Author: Yulia Yorgova, PhD, Chief Assist. Prof., (Burgas Free University )
Keywords: complex administrative services, public services, service processes, operations management, Lean tools
As a prerequisite for realizing the objectives of the administrative reform in Bulgaria is considered the change of the management style of public administration, by adapting and applying the approaches and tools used in business administration. Achieving high quality of the administrative services, efficiency and effectiveness of their creation activities highlight the critical importance of operations management in the public sector organizations and institutions. The object of this study is Basic Model of Complex Administrative Services. Having analyzed the model, some of the key tasks and responsibilities of the function Operations in organizations and institutions providing administrative services in connection with the introduction of complex administrative services are outlined. In the paper are proposed tools and approaches out of the practice of business administration that would be useful in realizing the objectives of the model in the public sector organizations and supporting some of the key functional solutions in operations management for providing public services – process, capacity, customers.
