راهبرد توانمندسازی سازمانی برنامه‌های بهبود خدمات

نوع مقاله : ‌علمی

نویسندگان

گروه مدیریت دانشگاه هرمزگان

چکیده

پژوهش حاضر به شناسایی و اولویت‌بندی برنامه‌های بهبود با راهبرد توانمندسازی سازمانی در سازمان-های دولتی استان هرمزگان پرداخته است. پژوهش از لحاظ هدف، توسعه‌ای-کاربردی بوده که مبتنی بر روش آمیخته از نوع اکتشافی است. در مرحله اول از روش کیفی استفاده شد و میدان تحقیق را سازمان‌های دولتی استان هرمزگان تشکیل می‌دهند. با توجه به کفایت نمونه‌گیری و اشباع نظری، 23تن از خبرگان به روش نمونه‌گیری هدفمند و گلوله برفی انتخاب شده و در تحقیق مشارکت داشته‌اند. داده‌ها به روش مصاحبه نیمه‌ساختاریافته جمع‌آوری شده و جهت تحلیل داده‌ها از روش تحلیل تم استفاده گردید. در بخش کیفی، مدلی جهت شناسایی برنامه‌های بهبود توانمندسازی سازمانی در سازمانهای دولتی استان هرمزگان طراحی گردید. بر این اساس با پیاده‌سازی مدل طراحی شده به عنوان نمونه در یکی از سازمان‌های دولتی استان هرمزگان، 15 برنامه بهبود تدوین گردید. در مرحله دوم با تأکید بر روش کمّی، داده‌ها به‌کمک پرسشنامه محقق‌ساخته از شورای مدیران سازمان مورد مطالعه که شامل 52 نفر از مدیران ارشد، معاونین، مدیران میانی، رؤسا و سرپرستان واحدها می‌شد، جمع‌آوری گردید. جهت وزن‌دهی شاخص‌ها و اولویت‌بندی برنامه‌ها بترتیب از تکنیک‌های AHP و TOPSIS در محیط فازی استفاده شد. نتایج نشان می‌دهد که از بین برنامه‌های بهبود استخراج شده، برنامه «استقرار سیستم مدیریت دانش» اولویت‌دار‌ترین برنامه جهت اجرا محسوب می‌شود. برنامه‌های «توسعه نظام پیشنهادات»، «بازنگری برنامه استراتژیک»، «استقرار سیستم مدیریت ارتباط با مشتری» و «طراحی نظام جامع انگیزشی کارکنان» نیز بترتیب با اهمیت‌ترین برنامه‌ها در راستای حرکت آن سازمان به سمت توانمندسازی سازمانی بوده و سایر برنامه‌ها در اولویت‌های بعدی هستند.

کلیدواژه‌ها

موضوعات


عنوان مقاله [English]

Identification and prioritization of improvement plans with using organizational empowerment strategy: a Mix research

نویسندگان [English]

  • hossein mansoori
  • mohammad ghafurnia
چکیده [English]

The present research seeks to identify and prioritize improvement plans through organizational empowerment approach in Hormozgan Public organizations. Research in terms of purpose is developmental and applied, based on a hybrid method of exploratory type. In the first stage, the qualitative method is used and the research field is formed by the Hormozgan Public organizations. According to the adequacy of sampling and theoretical saturation, 23 experts were selected through targeted sampling and snowball and participated in the research. Data were collected by semi-structured interview and Theme Analysis method was used to analyze the data. In the qualitative section, a model was developed to identify organizational improvement plans in Hormozgan province's public organizations. Accordingly, 15 improvement plans were identified as a model implemented by a Public organization in Hormozgan province. In the second stage, with emphasis on quantitative method, the data were collected by a researcher-made questionnaire from the supervisory board of the organization, which includes 52 senior managers, deputies, middle managers, heads and supervisors of the units. To measure the indexes and prioritize the plans were used respectively AHP and TOPSIS techniques in the fuzzy environment. The results show that among the extracted improvement plans, the plan "Establishment of Knowledge Management System" is considered as the most important plans for implementation. Plans for the “development of the system of offers”, “strategic plan revision”, “customer relationship management system deployment”, and “the design of a comprehensive staff incentive system....

کلیدواژه‌ها [English]

  • Organizational Empowerment
  • Improvement plan
  • Fuzzy AHP Technique
  • Fuzzy topsis technique
  • Public Organizations
 
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