Modelos y herramientas para la excelencia en la administración pública desde una perspectiva holísticaaplicación y análisis en el OAR

Zusammenfassung

This doctoral thesis intends to highlight the need for a Quality Management System of Public Administration that may guarantee an efficient management of its processes and improve the competitiveness of the services rendered by this organism. The intention is not to create a new model but to find a shared common ground, making use of the existing means, and to unify them so that its implementation, in general terms, may simplify the individual implantation process that is developed at present. This common base may be found at the junction between the EFQM Model of Excellence and Process Management, a process upheld by the model itself. On the basis of this structure, we will go on to break down the processes in the activities, identifying those which do not add any value to public services so that they may be removed or redesigned in order to fulfil the purpose pursued in each case. The resulting Management System that will allow any public organization to continuously improve through the management of the activities that make up its processes will be referred to as Activity Based Quality Public Management (ABQPM). The last part of this research aims to carry out a real implementation of the ABQPM within a specific process in the OAR.