STOCHASTIC ASPECTS OF CONTINUOUS IMPROVEMENT OF THE BUSINESS RESULTS PERFORMANCE OF THE PUBLIC ADMINISTRATION

Abstract

Effective operation of a system is expressed as an aspiration
to achieve excellence in business results, recognized as total
elimination of prevented difference between desired values
and actual values of the realized system performance, requiring
identification of both environmental and internal factors,
as well as an explicit expression of the form and the extent
of their impact on business processes. It is heavily laden by
stochastic manifestation of their values and complexity of
the influence. Optimal business management is determined
by the structure and the concept of the system operation, and
it is expressed and measured by the extent to which a business
result meets user requirements. Realization of business
objectives is contained in the performance of an output vector,
being a resultant of actions of the business system, in
terms of separate task stages in public administration management,
and also in the operation of the system as a whole.
Elimination of unwanted results involves interdependence,
conditioning, frequency and probability distribution of their
occurrence, and also coordination of, and cooperation between,
numerous resources required to achieve the desired
level of operational efficiency. Testing the reagibility of realized
level of customer (dis)satisfaction with the performance
of administrative services, as a dependent variable, in terms
of level and intensity, manifested forms of used protocols
and adequacy of service provider engagement, as an input of the variable, and their expression by means of an appropriate
statistical function represents the aim of research, i.e.
improvement of business efficiency by means of exact results.
The aforementioned procedures facilitate anticipation
and correction of business results, and despite the stochastic
process performance variations which are analyzed and
monitored, their behavior is predicted, controlled and rationally
directed towards a desired business result. The design of
experiment is based on time disproportion in discovering the
causes of realized level of subjective perception of satisfaction
when satisfying the demand in terms of administrative
services, and in the context of frequency of demandand the
form of service requested. By overcoming and eliminating
dissatisfaction with the performance of services, business
efficiency of administrative process results is being significantly
and permanently improved and the degree of employees’
satisfaction is intensified; the same is with the service
users, whose final result minimizes differentiality of realized
and targeted performances, and simultaneously the global
optimum of the social-economic system.
The conclusion in terms of the existence of intensive connections
between the observed phenomena reveals the causes
of the achieved level of output performance and facilitates
its indirect correction by dosing the structure and intensity of
the input vector.