| Abstract [eng] |
While society‘s needs are growing it is noticeable that citizens more often express their dissatisfaction towards state institutions and services they provide. Thus, in order to enlarge satisfaction of citizens, institutions of public service must systematically improve the quality of provided public services. Lean, by the majority of authors, is named to be the most often installed system in abroad institutions of public sectors, which allows to improve the quality of public services and to satisfy the growing quality requirements of public services. (Rahbek, Pedersen, Huniche, 2011; Di Pietro, Mugion, Renzi, 2013; Radnor, Johnston, 2013). This happens because Lean system uses certain tools and is based on formulated principles, which help to eliminate non-performing activities from the process of service provision, to decrease operating costs and to gain maximum added value. Lean system is widely analysed by abroad authors: Rahbek, Pedersen and Huniche (2011), Ries (2012), Di Pietro, Mugion and Renzi (2013), Lyons, Vidamour, Jain, Sutherland (2013), Radnor and Johnston (2013), Asnan, Nordin, Othman, (2015), Modig and Ahlstrom (2017). In Lithuania most interest for the analysis of Lean system is shown from Čiarnienė and Vienažindienė (2012, 2013, 2015). These scientists analyse the theoretical peculiarities and possibilities of realization of this system in practice. It can be stated that the improvement of public services‘ quality, while applying Lean system, is not widely analysed in Lithuania. And the installation of Lean system into public sector is very limited. Problem of the research: how does the application of Lean system into institutions changes the quality of public services? Object of the Research: Improvement of public services. Matter of the Research: improvement of public services while applying Lean system. Aim of the Research: to determine changes of Lithuanian State social insurance fund’s quality of provided public services while applying Lean system. Tasks of the Research: 1) to analyse theoretical aspects of public services‘ quality improvement when Lean system is applied, 2) to investigate strategic and legal aspects of public services‘ quality improvement, 3) to explore the experience of public services‘ quality improvement in Lithuanian State fund of social insurance while applying Lean system. Methods of the Research: while preparing this final Thesis analysis of scientific literature, analysis of legal documents, structured interview and methods of experts‘ questionnaire was used. Analysis of scientific literature was used in order to analyse theoretical aspects of public services‘ quality improvement. Analysis of legal documents was used in order to scrutinize requirements, which are applied for the quality of public services in European Union and Lithuania. In order to examine improvement of public services‘ quality in Lithuanian Public fund of social insurance, the experience of Lean systems‘ application in this institution was analysed; also, in this institution, a structured interview was fulfilled, as well as the questionnaire of experts – for all this the purpose was to analyse the quality of Lithuanian State fund‘s of social insurance provided public services, while applying Lean system. Structure of the Research: Project includes: introduction, three laying out parts, conclusions, recommendations, literature, sources and appendixes. First part of the Research analyses the concept of public services quality‘s improvements, theoretical aspects of public services quality‘s improvement are discussed while applying models of quality management and Lean system. Second part of the Research scrutinizes requirements for the quality of public services in European Union‘s and Lithuanian Republic‘s strategic and legal documents. The third part of this Research investigates the implementation experience of Lean system in Lithuanian Public fund of social insurance, researches of two types are fulfilled: structured interview and questionnaire of experts; these research methods are used to analyze changes of public services‘ quality in Lithuanian State fund of social insurance while applying Lean system. After the investigation was fulfilled, it became clear that institutions only by applying Lean system can solve various problems, because this system is very universal. It is like that because each institution can choose the most useful tools of Lean system and the most convenient installation process of this system. This makes Lean system applicable not only in private sector, but in institutions, which provide public services. When installing Lean system it is important to clearly identify problems and to foresee ways of solutions. Also to constantly observe if the chosen measures have any effect to solving problems, in order to make corrections if any discrepancy occurs. Consistent installation of Lean system into institutions creates many positive changes. Installation of Lean system in Lithuanian State fund of social insurance helped to involve all employees of this institution to the process of services provision, and ideas of the employees helped to improve institution’s activity. Also, Lean system helped to better manage institution’s activity, which allowed to purposefully seek strategic goals; also to notice problems in an early stage and to solve them immediately. |
