Innovative process management in the public sector

Abstract

PURPOSE: Process management is part of the wider field of quality management. Since the 1990s, it has been effectively put into practice in commercial organizations. The article provides examples of applying process management, highlighting the challenges that emerge during the execution of this kind of alteration in an organization. It demonstrates the factors, implementation, and advantages of introducing an innovative approach for organizational processes in a public sector enterprise.

DESIGN/METHODOLOGY/APPROACH: The article presents practical observations gathered by the authors during the implementation of several process management change projects. These included a higher education institution and an organization associated with managing pension entitlements.

FINDINGS: New trends in the surroundings of public organizations, contacts and relationships with business organizations that are subject to market conditions, are forcing changes in the public sector. One example is an innovative approach to managing processes in public organizations. This approach can bring significant benefits to public authorities, collaborating commercial companies, and above all, to society as the "end user".

PRACTICAL IMPLICATIONS: The presented results can support the preparation of public sector organizations for effective planning and implementation of new organizational solutions. However, above all, public sector organizations should and can (as the article shows) see the opportunities for innovative, often radical increases in the efficiency of their operations.

ORIGINALITY/VALUE: Dynamic changes in the organization's environment require adapting innovative management methods for more effective achievement of strategic goals. This issue seems to be insufficiently represented in the subject literature. This article aims to contribute to filling this gap.