Η εφαρμογή του μοντέλου Lean Six Sigma στην ελληνική δημόσια διοίκηση - Μελέτη Περίπτωσης: Κέντρο Εξυπηρέτησης Φορολογουμένων της Ανεξάρτητης Αρχής Δημοσίων Εσόδων

Abstract

 Public administrations can hardly face the multifarious tasks and missions that are entrusted to them (from dealing with poverty, to refugee flows, etc.) while at the same time are tackling the consequences of globalization and the multiplicity of societies. Society requires the modernization of public administration and the timely incorporation of changes that are taking place at the wider technological, environmental, economic and political framework. The purpose of this paper is to highlight the usefulness of the modern Lean Six Sigma (L6S) tool in the Greek public administration so as to achieve: the operational dimension of governance, resource savings, diagnosis of user needs in a timely manner, the improvement of the delivery of public services, the maximization of the level of satisfaction of the users of the public administration. In a first part, the theoretical background of Lean Six Sigma is briefly analyzed through a review of the basic literature, while in a second part there is a special study of Lean Six Sigma implementation at the Tax-Payers Service Center by using the DMAIC methodology (Define, Measure, Analyze, Improvement, Control) and the use of other process analysis tools. The final deliverable includes a comparison of fluctuations in the operation of the Center, interviewing and statistical analysis findings, and assessment of malfunction fields. A series of suggestions for improving procedures and addressing malfunctions ensure optimization of the people's experience with the service in areas such as queuing, time to manage a call, and avoiding the transfer of issues from one service to another.