1 Қазақстан республикасы білім және ғылым министрлігі
«ІЛИЯС МҰРАСЫ ЖӘНЕ АЛАШТАНУ МӘСЕЛЕЛЕРІ»
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2-2018
| «ІЛИЯС МҰРАСЫ ЖӘНЕ АЛАШТАНУ МӘСЕЛЕЛЕРІ»
атты республикалық ғылыми-тәжірибелік студент жастар конференциясының материалдары 8 These competencies, of course, are a long distance from the arguments, often ideological, that promote the spread of service quality. Public service quality is delivered within the public service by drawing on front-line employees and customer perceptions of service quality. Today government system captures customers’ expectations of an excellent public service. In consequences, there are necessary to add to these expectations the knowledge relating to public service quality management. Services unlike tangible products are produced and consumed at the same time in the presence of the customer and the service producer. The presence of the human element during the service delivery process greatly increases the probability of error on the part of employees and customers. This error is due to intangible behavioral processes that cannot be easily monitored or controlled [5, p. 73]. However, although a substantial amount of service quality research has focused on service customers’ perceived service quality, relatively little attention has been paid to exploring the factors that impact on service employees’ behavior with regard to delivering service quality. Public sector services are responsible and accountable to citizens and communities as well as to its customers. Service provision is more complex in the public sector because it is not simply a matter of meeting expressed needs, but of finding out unexpressed needs, setting priorities, allocating resources and publicly justifying and accounting for what has been done. In addition, public sector employees are currently confronted with new professional challenges arising from the introduction of new principles and tools inspired by the shift to new public management. In fact, the service quality shortfalls in the public service might be related to a number of constraints, such as inadequate internal systems to support and insufficient capacity for quality service delivery. Because of these constraints, current management systems are unable to perform the service at the level required by customers. Nevertheless, public management needs substantial improvement. In order to do so, there is a broad scope for possible positive changes. One of these, improvement of professional competencies in order to be competitive public servant who responsible to deliver qualitative service. Public servants development has become one of the key aspects in improving employee performance in organizations [5, p. 99], thus leading to improved organizational performance and growth. There is a need for effective employee training and development systems and processes to achieve improved employee performance thus improved provision of basic services to the communities. There has been enough said about the role of competitiveness in public sector organizations, moreover that it serves as a key to achieve long-term goals and effectiveness of these organizations. Prospective competitiveness of civil servants is associated with the growing demand for the quality of the workforce, due to strategic changes in economic, technical, organizational, socio-demographic and other conditions. Therefore, civil servants in the conditions of modernization become the central figure of the social and economic life of society. These are civil servants whose activities are aimed at achieving organizational goals by fully realizing their advantages as a subject of economic and political life. The growth of competitiveness of civil servants entails contributing to the achievement of the main strategic goal of the state – prosperity and welfare of the people. The concluding part identifies that the competitiveness of public sector organizations should be systemic and cover all levels of state power. The success of the country's development and establishment in the new world depends on every person, and on every civil servant. жүктеу/скачать 1,97 Mb. Достарыңызбен бөлісу:
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