THE TECHNIQUE FOR ESTIMATION THE QUALITY OF RENDERING SERVICES IN A STATE INSTITUTION BASED ON BUSINESS PROCESSES

Abstract

The article presents the technique for assessing the provision of services in a public institution, whose activities are organized on a functional approach. It is proposed to consider the possibility of switching to a process-oriented approach of the organization, which gives an opportunity to manage and monitor the delivery of services at a different level. It is shown that the process of service delivery is constantly influenced by external and internal environment, which must be considered to assess the quality of services. The authors describe a methodology for the evaluation of companies in the process of provision of services, allowing to build the control system for the service delivery system under the influence of external and internal factors.

Keywords

• государственное учреждение
• услуга
• процессно-ориентированный подход
• бизнес-процесс
• качество оказания услуги
• state institution
• service
• process-oriented approach
• business process
• quality of the service