شناسایی پیشران های ارتقاء بهره‌وری دستگاه‌های خدمت‌رسان استانی مبتنی بر چارچوب EFQM2025 و اصول حکمرانی خوب

نوع مقاله : مدیریت و سازمان(اخلاق و مسئولیت اجتماعی، رهبری و تحول سازمانی، عملکرد سازمانی، ریسک، مدیریت منابع سازمانی، سطوح تحلیل سازمانی، بلوغ سازمانی، آسیب­‌شناسی سازمانی، نظام اداری، . . . )

نویسندگان

1 دانشجوی دکتری مدیریت دولتی گرایش تصمیم‌گیری و خط مشی‌گذاری عمومی، واحد ساری، دانشگاه آزاد اسلامی، ساری، ایران

2 استادیار، گروه مدیریت بازرگانی، دانشگاه پیام نور، تهران، ایران.

3 دانشیار گروه مدیریت بازرگانی، واحد تهران، دانشگاه پیام نور، تهران، ایران

چکیده

امروزه نقش بهره‌وری دستگاه‌های خدمت‌رسان استانی در ارتقای کیفیت خدمات عمومی، تحقق توسعه متوازن و افزایش رضایتمندی شهروندان بیش‌ازپیش اهمیت یافته است. در این راستا، در سال‌های اخیر، تلفیق مدل‌های حکمرانی و بهره‌وری موردتوجه پژوهشگران و سیاست‌گذاران قرار گرفته است تا زمینه‌ای برای پاسخگویی اثربخش‌تر به نیازهای متنوع جامعه و بهبود مستمر کارآمدی بخش عمومی فراهم شود. نبود یک الگوی جامع و بومی برای ارتقای بهره‌وری این دستگاه‌ها یکی از مهم‌ترین چالش‌های تصمیم‌گیری در سطح ملی و توسعه منطقه‌ای به شمار می‌رود. بر همین اساس، این پژوهش باهدف شناسایی پیشران‌های ارتقای بهره‌وری دستگاه‌های خدمت‌رسان استانی مبتنی بر مدل EFQM2025 و اصول حکمرانی خوب انجام گرفت. با بهره‌گیری از راهبرد مطالعه موردی و روش تحلیل مضمون، ضمن انجام مصاحبه‌های عمیق با ۳۷ نفر از مدیران و خبرگان دولتی و استانی، پیشران‌های ارتقای بهره‌وری در سه سطح سازمانی، منطقه‌ای و ملی استخراج شد. نتایج نشان داد که در سطح سازمانی، عواملی همچون رهبری تحول‌گرا، توسعه سرمایه انسانی، نوآوری در فرایندها، رویکرد مشتری‌محور و شفافیت ساختاری اهمیت دارد. در سطح منطقه‌ای، یکپارچه‌سازی نهادی، عدالت فضایی، توسعه زیرساخت‌ها، و مشارکت اجتماعی تعیین‌کننده است. در سطح ملی نیز سیاست‌گذاری داده‌محور، مقررات‌گذاری حمایتگر، توزیع عادلانه منابع و راهبری تحول دیجیتال نقش کلیدی دارند.

کلیدواژه‌ها

موضوعات


عنوان مقاله [English]

Identifying the Key Drivers for Enhancing the Productivity of Provincial Service Organizations Based on the EFQM 2025 Model and the Principles of Good Governance

نویسندگان [English]

  • Solayman Karimi 1
  • Ali Akbar Aghajani Afrouzi 2
  • Vali Mohammad Darini 3
1 PhD Candidate in Public Management (Decision-Making and Public Policy), Islamic Azad University, Sari Branch, Sari, Iran
2 Assistant Professor, Department of Business Management, Payame Noor University, Tehran, Iran.
3 Associate Professor, Department of Business Management, Payame Noor University, Tehran Branch, Tehran, Iran
چکیده [English]

Today, enhancing the productivity of provincial public service organizations has become increasingly vital for improving the quality of public services, achieving balanced development, and boosting citizen satisfaction. Accordingly, in recent years, integrating governance models with performance management frameworks has attracted the attention of researchers and policymakers as an effective means of addressing diverse societal needs and continuously improving public sector efficiency. However, the absence of a comprehensive, context-specific model for advancing productivity in these organizations remains a major challenge in national and regional policymaking. Against this backdrop, the present study aims to identify the key drivers of productivity enhancement in provincial public service agencies based on the EFQM 2025 model and the principles of good governance. Employing a case study approach and thematic analysis of in-depth interviews with 37 senior managers and public sector experts, the present study extracted the principal drivers of productivity at the organizational, regional, and national levels. The findings indicate that, at the organizational level, factors such as transformational leadership, human capital development, process innovation, customer orientation, and structural transparency are crucial. At the regional level, effective institutional integration, spatial justice, infrastructure development, and robust social participation play determining roles. At the national level, data-driven policymaking, enabling regulation, equitable resource allocation, and digital transformation leadership are identified as key enablers.

کلیدواژه‌ها [English]

  • Provincial Public Service Productivity
  • EFQM 2025
  • Good governance
  • regional development
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