Product Innovations in Processes of Mature Non-Profit Organizations – Case Study: a Government District Office

(1)

II. BUSINESS AND NON-PROFIT ORGANIZATIONS IN A MARKET ECONOMY

0LFKDÊ)OLHJHU*_,

$JQLHV]ND.RÊRG]LHMF]\N**

PRODUCT INNOVATIONS IN PROCESSES OF MATURE NON-PROFIT ORGANIZATIONS

– CASE STUDY: A GOVERNMENT DISTRICT OFFICE

Abstract

Public sectors use the benefits which result from innovative solutions that are used in business practice. Implementation of modern management methods can influence functioning of public entities. In the article, barriers for perspectives of proinnovative implementations in the public sector are presented and can be an inspiration for further research. The empirical part of the article characterizes the product innovation in processes of a mature organization based data from a district office taken as a case study. An analysis RISXEOLFSURFHVVHVLQWKLVSXEOLFHQWLW\x¥UHP0XQLFLSDO2IILFHxLVSUHVHQWHG Based on the research conducted, conclusions were drawn that the office has reached the highest level of process maturity, and continues to carry out the process of innovative management and knowledge diffusion within the scope of the public sector.

Key words: process management, local office, efficiency, processes

1. Introduction

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Ø

(2)

WHFKQRORJ\DQGSURFHGXUDOFKDQJHV0HWKRGVRISXEOLFPDQDJHPHQWVKRXOG EHWHVWHGILUVWEHFDXVHWKHSXEOLFVHFWRULVSDUWLFXODUO\YXOQHUDEOHWRWKUHDWV DQG VHFXULW\ 7KH EHVW LQQRYDWLYH SUDFWLFHV VKRXOG EH VSUHDG RYHU RWKHU YRLYRGHVKLSVGLVWULFWVFLWLHVDQGSXEOLFLQVWLWXWLRQV'LVWULFWVWKDWIXQFWLRQ LQFRQGLWLRQVRIJURZLQJFRPSHWLWLRQZKLOHVXSSRUWLQJUHJLRQDOGHYHORSPHQW VKRXOGFRQVLGHUWKHSRVVLELOLW\RIIDFLOLWDWLQJWKHLURZQUROH7KH\FDQEULQJ LQWRHIIHFWWKHEHVWSRVVLEOHSUDFWLFHVDQGPDNHDQDWWHPSWWRLPSOHPHQWWKHP DVDQLQQRYDWLYHSURFHVV

7KH JRDO RI WKLV DUWLFOH LV WR SUHVHQW D PRGHUQ DSSURDFK WR SXEOLF PDQDJHPHQWEDVHGRQDFDVHVWXG\>.RZDODNSV@7KHGLVWULFW RIILFHZKLFKLVDQH[DPSOHRIDSSO\LQJSURFHVVPDQDJHPHQWDWWKHKLJKHVW OHYHO RI PDWXULW\ LV WKH VXEMHFW RI WKLV DQDO\VLV >1RZRVLHOVNL S @ 7KH RIILFH LV ERWK DQ H[DPSOH RI SUDFWLFDO DSSOLFDWLRQ RI NQRZOHGJH LQ WKH VFRSHRILPSURYLQJSXEOLFDGPLQLVWUDWLRQPDQDJHPHQWDQGFDQEHFRQVLGHUHG WKH EHVW SUDFWLFH IRU EHQFKPDUNLQJ FRPSDULVRQV >&DPS S &]HNDM /LVLØVNLS@

2. Areas of innovation in an organization

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p DSURGXFWLQQRYDWLRQODXQFKLQJDQHZJRRGRUVHUYLFHRUVLJQLILFDQW LPSURYHPHQWRIRQHSUHYLRXVO\RIIHUHGE\DFRPSDQ\ZLWKUHIHUHQFHWR WKHLUSURILOHRUSXUSRVH p DSURFHVVLQQRYDWLRQLQWURGXFLQJLQWRSUDFWLFHLQDQRUJDQL]DWLRQQHZ RUVLJQLILFDQWO\LPSURYHGPHWKRGVRISURGXFWLRQRUVXSSO\ p DQRUJDQL]DWLRQDOLQQRYDWLRQLQWURGXFLQJDQHZPHWKRGRIRUJDQL]LQJ RUJDQL]DWLRQDODFWLYLW\DQHZZD\WRRUJDQL]HZRUNSODFHVRUDQHZZD\ WRRUJDQL]HH[WHUQDOUHODWLRQV p DPDUNHWLQJLQQRYDWLRQLQWURGXFLQJDQHZVLJQLILFDQWO\GLIIHUHQWWKDQ FXUUHQWPDUNHWLQJPHWKRGV>&HOODU\S@

(3)

,Q WKH SURFHVV SHUVSHFWLYH DGRSWHG IRU WKLV DUWLFOH SURGXFW LQQRYDWLRQ LV XQGHUVWRRG DV WKH DELOLW\ WR RXWGR FXVWRPHUVm QHHGV GXH WR WKH DELOLW\ WR DQWLFLSDWHDQGGHFLSKHUPDUNHWLPSXOVHVZKLFKLQGLFDWHIXWXUHQHHGVRUWKHLU FKDQJHV ,QQRYDWLRQ XQGHUVWRRG LQ WKLV ZD\ FKDQJHV WKH RSWLFV RI SHUFHLYLQJ WKHSXEOLFVHFWRULQZKLFKIXQFWLRQLQJRIDSXEOLFHQWLW\VKRXOGEDVHLWVDFWLYLW\ RQLPSURYLQJPDQDJHPHQWPHWKRGVLQRUGHUWRRSWLPL]HVHUYLFHVSURYLGHGWR LQKDELWDQWVLQWKLVVLWXDWLRQqFXVWRPHUV

7KHQHZHVWSXEOLFDWLRQVZRUNHG RXWE\ WKH3ROLVK $JHQF\ IRU (QWHUSULVH 'HYHORSPHQW LQGLFDWH WKDW GHYHORSPHQW RI HFRQRP\ LQQRYDWLRQ FDQ EH DOVR DFKLHYHG E\ LQWHOOLJHQW PDUNHW XVH RI UHVRXUFHV DOORWWHG IRU IXOILOOLQJ SXEOLF QHHGV$FFRUGLQJWRQHZWUHQGVqDGHPDQGDSSURDFKWRLQQRYDWLRQHJRSHQ LQQRYDWLRQXVHUGULYHQLQQRYDWLRQRQZKLFKWKHODUJHVFDOHLQQRYDWLRQVWUDWHJ\ IRU(XURSHLVEDVHGWKHNH\WRVXSSRUWLQQRYDWLRQVLVWKHSXEOLFVHFWRU3XEOLF DGPLQLVWUDWLRQVKRXOGJLYHDJRRGH[DPSOHDQGSURPRWHDFFRUGLQJWRWKHEHVW YDOXHIRUPRQH\UXOHUHDOL]DWLRQRIWKHPRVWHIIHFWLYHSURMHFWV>3$53S @$VXSSRUWLQJHOHPHQWWRPHHWDERYHUHTXLUHPHQWVZLOOEHDQHZPHWKRG RISXEOLFPDQDJHPHQWq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

(4)

)LJXUH'LDJUDPRILQQRYDWLYHSURFHVVLQWKHSXEOLFVHFWRU$FDVHVWXG\RID

GLVWULFW>6RXUFHRZQUHVHDUFK@

3. Barriers in promoting and implementing innovations in the public sector

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

p DODFNRIH[SHULHQFHLQWKHVFRSHRIXVLQJLQQRYDWLYHVROXWLRQVZRUNHG RXWIRUWKHSXEOLFVHFWRU

(5)

p WHQGHQF\ WR DYRLG ULVN FRQQHFWHG ZLWK XVLQJ KLJKO\ LQQRYDWLYH

VROXWLRQVIRUWKHSXEOLFVHFWRU p DGRSWLQJVKRUWWHUPSROLFLHVZLWKDODFNRIORQJWHUPVWUDWHJ\LQWKLV DUHD p IHDURIEHLQJUHVSRQVLEOHIRUXQFRQYHQWLRQDODFWLRQVEDVHGRQJDLQLQJ VROXWLRQVRUSURGXFWVWKDWDUHQRWYHULILHGE\ORQJWHUPDSSOLFDWLRQRQ WKHPDUNHW p ODFNRIUHVRXUFHVWREX\SURSHUW\ULJKWV p GHSDUWLQJIURPRUJDQL]LQJFRQWHVWVZKHUHLQQRYDWLYHFRQFHSWLRQVDUH EHLQJFUHDWHG p LQFRPSHWHQFHDQGLPSURSHULQWHUSUHWDWLRQRIWKHODZRULPSURSHUXVH RIUHJXODWLRQV

7KH DERYH UHVHDUFK UHVXOWV LQGLFDWH WKDW GLIILFXOWLHV RI SURLQQRYDWLYH DWWLWXGHVLQWKHSXEOLFVHFWRUDULVHGXHWRILQDQFLDOOLPLWDWLRQVDWWLWXGHVDQG NQRZOHGJHH[HFXWLRQRIWKHODZDQGDFWLYLWLHVRILQGLYLGXDOERGLHV,QRUGHUWR RYHUFRPHWKHDERYHPHQWLRQHGEDUULHUVVSHFLDOSURJUDPPHVDQGSURMHFWVDUH VHWXSZKLFKLQFOXGHWUDLQLQJVHVVLRQVLQWHJUDWLRQRIWKHEXVLQHVVHQYLURQPHQW ZLWK WKH SXEOLF VHFWRU DQG NQRZOHGJH GLIIXVLRQ EHWZHHQ LQGLYLGXDO ERGLHV DQGHQWLWLHV7KHFDVHVWXG\SUHVHQWHGLQWKLVDUWLFOHFDQEHXVHGWRGLIIXVH WKH NQRZOHGJH WR RWKHU SXEOLF VHFWRU HQWLWLHV PLQLPL]LQJ WKH ULVN RI XVLQJ XQYHULILHG VROXWLRQV 5HVXOWV RI WKH HPSLULFDO UHVHDUFK LQGLFDWH D FRS\ERRN EHVWSUDFWLFHH[DPSOHRIKRZDSXEOLFVHFWRUHQWLW\FDQIXQFWLRQ

4. Product innovation in the processes of a mature organization – case study

3URFHVV PDQDJHPHQW LV EDVHG RQ GHVFULSWLRQ PDSSLQJ VHOHFWLRQ DQG RSWLPL]DWLRQRISURFHVVHVRIDQRUJDQL]DWLRQLQRUGHUWRLQFUHDVHHIILFLHQF\ DQG HIIHFWLYHQHVV RI DFWLRQV FDUULHG RXW E\ D SDUWLFXODU RUJDQL]DWLRQ >=LPQLHZLF] S 3HUHFKXGD 6]UHGQLFNL &LHÎOLØ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qDWILUVWGHILQHGDVDFXUUHQWIOH[LELOLW\ZKLFKPHDQV

(6)

DTXLFNUHDFWLRQWRFKDQJHVRQWKHPDUNHW%\DFFHSWLQJWKHVSHHGRIDFWLRQV DSURFHVVRUJDQL]DWLRQFDQDFWPRUHHIILFLHQWO\WKDQULYDORUJDQL]DWLRQVDQG EHSHUFHLYHGDVLQQRYDWLYHE\LWVFXVWRPHUV>@_.

,QRUGHUWRDFKLHYHWKHSURGXFWLQQRYDWLRQGHVFULEHGDERYHWKHSURFHVV RUJDQL]DWLRQ PXVW DFKLHYH SURFHVV PDWXULW\ LQ DOO FDUULHG RXW SURFHVVHV LQFOXGLQJ WKRVH FRQQHFWHG ZLWK RIIHULQJ SURGXFWV >%REHUD :ÊDG\ND =DZLFNLS@$GHWDLOHGDQDO\VLVRISURGXFWSURFHVVHVRIWKHSXEOLF RUJDQL]DWLRQWKHGLVWULFWRIILFHLQÍUHPZLOOEHSUHVHQWHGEHORZ$FFRUGLQJ WRWKHUHVXOWVRIWKHUHVHDUFKFRQGXFWHGWKLVGLVWULFWRIILFHKDVUHDFKHGWKH KLJKHVW OHYHO RI SURFHVV PDWXULW\>@_{$GGLWLRQDOO\ WKH ÍUHP GLVWULFW LV WKH}

OHDGHU RI VRFLDOHFRQRPLF JURZWK LQ WKH :LHONRSROVNLH 9RLYRGHVKLS VR LWV SURFHVVHV FDQ EH UHJDUGHG DV D PRGHO DQG DV WKH EHVW SUDFWLFHV FDQ VHUYH DVDEHQFKPDUNLQJUHIHUHQFHIRURWKHUGLVWULFWV>)OLHJHUS@,WLVDQ H[DPSOHRISUDFWLFDOH[SHULHQFHVLQWKHVFRSHRIPDQDJHPHQWZKLFKDOORZV IRUWKHXVHRIWKHRUHWLFDONQRZOHGJHRISURFHVVPDQDJHPHQWLQSUDFWLFH,Q RUGHU WR JHW GHWDLOHG LQIRUPDWLRQ WKH DXWKRUV FDUULHG RXW LQWHUYLHZV ZLWK UHSUHVHQWDWLYHVRIWKHÍUHPGLVWULFWRIILFHDXWKRULWLHV

4.1 The process of organizing social assistance

7KH PDLQ SURGXFW RI WKH GLVWULFW RIILFH DFWLYLW\ DUH VRFLDO DVVLVWDQFH VHUYLFHV 7KH\ DUH YHU\ LPSRUWDQW EHFDXVH WKH\ GLUHFWO\ DIIHFW WKH OHYHO RI OLYLQJ FRQGLWLRQV LQ WKH GLVWULFW DUHD DQG LQIOXHQFH WKH OHYHO RI LQKDELWDQWVm VDWLVIDFWLRQ>@_{,Q WKH VFRSH RI VRFLDO VHUYLFHV WKH ILUVW SURFHVV LV WKH}

RUJDQL]DWLRQRIVRFLDODVVLVWDQFH,QWKLVFDVHWKHVWDUWLQJSRLQWRIWKHSURFHVV LVWKHODZWKH6RFLDO:HOIDUH$FWWKH)DPLO\%HQHILWV$FWWKH6WUDWHJ\RI 6RFLDO:HOIDUHLQÍUHP'LVWULFWIRUq\HDUVRWKHUWUDGHDFWVDQG WKHEXGJHWIRUDJLYHQ\HDU 7KHFRXUVHRIWKLVSURFHVVLVEDVHGRQWKH6RFLDO:HOIDUH&HQWUHFDUU\LQJ RXWVRFLDODVVLVWDQFHSURJUDPPHVLQWKHGLVWULFW$QDQDO\VLVRIWKLVDFWLYLW\ H[DPLQHVWKHVFRSHRIWKHVHUYLFHVSURYLGHGDVVHWRXWE\WKH6RFLDO:HOIDUH $FWLQFOXGLQJ p VHUYLFHVFRYHULQJWXWHODU\DQGVSHFLDOLVWVHUYLFHV p VHUYLFHVLQWHUPVRIZLGHVSUHDGVXSSOHPHQWDU\IHHGLQJSURJUDPPHV 2QHVKRXOGUHPHPEHUWKDWLQQRYDWLRQFDQEHVXEMHFWLYHO\SHUFHLYHGDJDLQVWWKHEDFNJURXQGRIFRPSHWLWRUV,QWKLVZD\ RUJDQL]DWLRQVWKDWSRVLWLYHO\VWDQGRXWIURPRWKHUVFDQEHSHUFHLYHGDQGFDQSHUFHLYHWKHPVHOYHVDVLQQRYDWLYH,WLVRIWHQ HQRXJKWRDFKLHYHDFRPSHWLWLYHDGYDQWDJH $UHVHDUFKPHWKRGDGRSWHGE\WKHDXWKRUVLQRUGHUWRFKRRVHWKHSURFHVVPDWXUHGRIILFHZDVWKHTXHVWLRQQDLUHZRUNHGRXW LQWKHVFRSHRIWKH,QVWLWXWLRQDO'HYHORSPHQW3URJUDPPH6HH-%REHUD$:ÊDG\ND0=DZLFNL.DWDORJ1DU]ÖG]L 5R]ZRMX,QVW\WXFMRQDOQHJR&UDFRZ(FRQRPLF8QLYHUVLW\&UDFRZSV 2QHVKRXOGUHPHPEHUDERXWDSROLWLFDODVSHFWRIORFDODXWKRULWLHVDFWLYLW\,QKDELWDQWVVDWLVIDFWLRQKDVDGLUHFWLQIOXHQFH RQUHHOHFWLRQDQGWKHLUFXUUHQWVXSSRUWIRUWKHGLVWULFWDFWLRQV

(7)

p KRXVLQJDOORZDQFHEHQHILWV p WHPSRUDU\ VSHFLDODOORZDQFHEHQHILWV p IDPLO\DOORZDQFHEHQHILWV p DGYDQFHVRIPDLQWHQDQFHSD\PHQWVEHQHILWV p FKLOGELUWKDOORZDQFH p RWKHUVRFLDODVVLVWDQFH p FRYHULQJWKH=86VRFLDOLQVXUDQFHIHHV p PRQLWRULQJKRPHOHVVOHYHOV p DFWLRQVWRVXSSRUWGLVDEOHGDQGPHQWDOO\KDQGLFDSSHGSHRSOH

2QFH D \HDU XQWLO WKH HQG RI 0DUFK WKH ÍUHP 6RFLDO :HOIDUH &HQWUH VXEPLWV D UHSRUW RQ LWV DFWLYLW\ WR WKH 7RZQ &RXQFLO &RQFOXVLRQV GUDZQ IURPWKHVHUHSRUWVDUHWKHEDVLVIRUHVWDEOLVKLQJLQLWLDWLYHVIRUWKHIROORZLQJ \HDU7KLVSURFHVVLVFRQQHFWHGZLWKWKHSURFHVVRIILQDQFLDOSROLWLFVDQGWKH SURFHVVRIIL[HGDVVHWVPDQDJHPHQW7KHPHDVXULQJWRROIRUWKLVSURFHVVLV WKHQXPEHURISHRSOHZKRUHFHLYHDVVLVWDQFHFRPSDUHGWRWKHWRWDOQXPEHURI GLVWULFWLQKDELWDQWV

4.2 The process of organization of public education

7KH VHFRQG SURFHVV LV RUJDQL]DWLRQ RI SXEOLF HGXFDWLRQ 7KH VWDUWLQJ SRLQWIRUWKLVSURFHVVLVWKH(GXFDWLRQ6\VWHP$FWWKH7HDFKHUmV&KDUWHU RWKHUWUDGHDFWVDQGWKHEXGJHWIRUDJLYHQ\HDU7KHFRXUVHRIWKLVSURFHVV LVSUHVHQWHGLQWKHIROORZLQJZD\DQGRUJDQL]DWLRQRISXEOLFHGXFDWLRQEDVHV LWVHOIRQ

p DQDO\VLV RI WKH GDWD SUHVHQWHG E\ WKH GLUHFWRUV RI HGXFDWLRQDO LQVWLWXWLRQV LQ WKH IRUP RI RUJDQL]DWLRQDO GDWDVKHHWV LQ DFFRUGDQFH ZLWKWKHSURFHGXUHRIRSWLPL]LQJDVFKRROQHWZRUN

p RUJDQL]LQJ WUDQVSRUW IRU SXSLOV LQ WKH GLVWULFW DUHD WKDW UHTXLUHV WHQGHULQJ RXW LQ RUGHU WR VDWLVI\ WKH GHPDQG DV UHSRUWHG E\ WKH GLUHFWRUVRIHGXFDWLRQDOLQVWLWXWLRQV

p HQVXULQJWKHILQDQFLDOPHDQVQHFHVVDU\WRHQDEOHWKHSHUIRUPDQFHRI HGXFDWLRQDOWDVNVqWKHDGRSWLRQRIWKHGLVWULFWEXGJHWIRUWKHIROORZLQJ \HDU

p WKH VHWWLQJ XS DQG OLTXLGDWLRQ RI GLVWULFW HGXFDWLRQDO LQVWLWXWLRQV DV GHHPHGQHFHVVDU\

p DVVHVVPHQWRIHGXFDWLRQDOVHUYLFHVVXSSOLHGE\RWKHUWKDQWKHGLVWULFW p HQVXULQJ SURSHU KRXVLQJ FRQGLWLRQV q LQ DFFRUGDQFH ZLWK WKH

SURFHGXUHRILQYHVWPHQWVSODQQLQJ2QFHD\HDUXQWLOWKHHQGRI-XQH DQDQDO\VLVRISHWLWLRQVILOHGFRQFHUQLQJUHQRYDWLRQV

p SHUIRUPDQFH DVVHVVPHQW RI WHDFKHUV HQWUXVWHG ZLWK WKH SRVW RI WKH GLUHFWRURIHGXFDWLRQDOLQVWLWXWLRQV

(8)

p ILQDQFLDODQDO\VLVIRUDGGLWLRQDOILQDQFLQJIRUWUDLQLQJMXQLRUZRUNHUV DWDSHULRGVHWRXWE\.2

p SURYLGLQJPDWHULDODVVLVWDQFHRIDQHGXFDWLRQDOFKDUDFWHU

p SHUIRUPDQFH DVVHVVPHQW RI GLUHFWRUV LQFOXGLQJ FRQVLGHUDWLRQ RI LQFHQWLYHERQXVHV

p SURPRWLQJSDUWWLPHWHDFKHUVWRWKHUDQNRIIXOOWLPH

p LQLWLDWLQJ DQ RSHQ FRPSHWLWLRQ IRU WKH SRVLWLRQ RI GLUHFWRU RI DQ HGXFDWLRQDOLQVWLWXWLRQ

p UDLVLQJ H[WHUQDO UHVRXUFHV IRU WKH UHDOL]DWLRQ RI HGXFDWLRQDO SURJUDPPHV p VXSSRUWLQJWDOHQWHG\RXWKVDFFRUGLQJWRFXUUHQWO\IXQFWLRQLQJVFKRRO UHJXODWLRQV p NHHSLQJUHFRUGVRISXEOLF QRQSXEOLFLQVWLWXWLRQVWKHDQDO\VLVFRYHUV WKHHQWLUHVFKRRO\HDUDQGLVWREHVXEPLWWHGWRWKH7RZQ&RXQFLOXS XQWLO0DUFKWKHYHU\\HDU

7KH SURFHVV LV FDUULHG RXW E\ HGXFDWLRQDO LQVWLWXWLRQV UXQ E\ WKH ÍUHP GLVWULFWRURWKHUVq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

4.3 The process of organization of prophylaxis and healthcare

$QRWKHU SURFHVV LQ WKH VFRSH RI SURYLGLQJ SXEOLF VHUYLFHV FRQFHUQV RUJDQL]DWLRQRISURSK\OD[LVDQGKHDOWKFDUH7KHVWDUWLQJSRLQWVIRUWKLVSURFHVV DUH WKH WUDGH DFWV WKH 3URSK\OD[LV DQG WKH $OFRKROLF 3UREOHPV 3URJUDPPH LQ WKH ÍUHP 'LVWULFW WKH 'LVWULFW 3URJUDPPH IRU 3UHYHQWLQJ 'UXJ $EXVH DQG WKH EXGJHW IRU D JLYHQ \HDU 7KH SURFHVV LV DV IROORZV WKH RUJDQL]DWLRQ RI SURSK\OD[LV DQG KHDOWKFDUH LV FDUULHG RXW E\ 3(8 DFFRUGLQJ WR GHPDQGV LQFOXGLQJ WKRVH RI WKH 3URSK\OD[LV DQG WKH $OFRKROLF 3UREOHPV 3URJUDPPH WKH'LVWULFW3URJUDPPHIRU3UHYHQWLQJ'UXJ$EXVHDQGWKH0D\RUmV'LUHFWLYH FRQFHUQLQJWKHEXGJHWIRUDJLYHQ\HDU

$QDO\VLVLQFOXGHV

p SHUIRUPDQFHDVVHVVPHQWRIWKHDGGLFWLRQWUHDWPHQWIDFLOLWLHV p DVVHVVPHQWRIWKHSURFHVVRISURFHVVLQJVXEPLWWHGDSSOLFDWLRQV

(9)

p PHWKRGVRIVXSSO\LQJWKHUDSHXWLFDVVLVWDQFHWRGLVWULFWLQKDELWDQWV p DVVLVWDQFHQHWZRUNVIRUWKHKRPHOHVV p \RXWKDQGWHHQDJHVXSSRUWSURJUDPPHV p OHJDODVVLVWDQFHIRUGLVWULFWLQKDELWDQWV p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

4.4 Organization of the process of cultural and sport services, and tourism

7KH ODVW SURFHVV LQ WKH VFRSH RI VRFLDO VHUYLFHV LV WKH RUJDQL]DWLRQ RI FXOWXUDO VHUYLFHV VSRUW VHUYLFHV DQG WRXULVP 7KH VWDUWLQJ SRLQW IRU WKLV SURFHVV LV $FWV FRYHULQJ FXOWXUDO DFWLYLW\ WKH 3XEOLF /LEUDULHV $FW WKH 0XVHXPV $FW DQG WKH EXGJHW IRU D JLYHQ \HDU 7KH SURFHVV DSSHDUV DV IROORZVRUJDQL]DWLRQRIFXOWXUDO VSRUWVHUYLFHVDQGWRXULVPLVFDUULHGRXW E\ FXOWXUDO LQVWLWXWLRQV WKH ÍUHG]NL 6SRUW &RPSDQ\ DQG RWKHUV LQFOXGLQJ LQVWLWXWLRQV0RQLWRULQJLVGRQHEDVHGRQDQDQDO\VLVRIIDFWXDODQGILQDQFLDO UHSRUWV ZKLFK DUH VXEPLWWHG HDFK \HDU XS XQWLO WKH HQG RI 0DUFK ,Q WKH 3(8DUHFRUGRIFXOWXUDOLQVWLWXWLRQVLVNHSW7KHSURFHVVLVFRQQHFWHGZLWK ILQDQFLDOPDUNHWVWKHSURFHVVRIIL[HGDVVHWVPDQDJHPHQWDQGWKHSURFHVV RI FDUU\LQJ RXW FRPSHWLWLYH WHQGHULQJ 7KH PHDVXULQJ WRROV RI WKH SURFHVV DUHWKHQXPEHURIFXOWXUDODQGVSRUWHYHQWVZKLFKDUHRUJDQL]HGE\FXOWXUDO LQVWLWXWLRQVDQGÍ26L5DQGWKHQXPEHURIWKHVHZKLFKDUHVXSSRUWHGE\WKH 0XQLFLSDO&RXQFLOLQÍUHP

5. Conclusions

7KH UHVHDUFK UHVXOWV SUHVHQWHG LQ WKLV SDSHU FRQILUP WKDW SURFHVV PDQDJHPHQWOHDGVWRDQLQFUHDVHLQWKHHIILFLHQF\RISURFHVVHVFDUULHGRXWLQ SXEOLFHQWLWLHVDVZHOODVDQLQFUHDVHLQWKHTXDOLW\RISURGXFWVDQGFXVWRPHUV VDWLVIDFWLRQ ,W DOVR FDXVHV LPSURYHPHQW RI WKH GLVWULFW FRPSHWLWLYHQHVV ZKLFK KDV SDUWLFXODU VLJQLILFDQFH LQ WKH DVSHFW RI VWLPXODWLQJ VRFLDO HFRQRPLFJURZWK>6ZLQEXUQ*RJD0XUSK\S5RJR]LØVNL S@7KHGHVFULEHGSURGXFWSURFHVVRIWKHSXEOLFRUJDQL]DWLRQWKHÍUHP

(10)

GLVWULFW RIILFH LV D FRS\ERRN H[DPSOH RI D SURFHVV WR EH LPSOHPHQWHG LQ RWKHU SXEOLF HQWLWLHV DV D PRGHUQ IRUP RI PDQDJHPHQW 7KH ÍUHP GLVWULFW RIILFHFDUULHVRXWWKLVLQQRYDWLRQSURFHVVLQVWDJHV

/RFDWLQJLQQRYDWLRQSRVVLELOLWLHVLQWKHGLVWULFWDQGLWVVXUURXQGLQJV 3UHSDUDWLRQqWUDQVIRUPLQJSURFHVVHVLQWRLQQRYDWLRQVIRUSXUSRVHVRI

DQDO\VLVDQGDVVHVVPHQW

$VVHVVPHQW q RSLQLRQ DQG UHSRUW RQ WKH UHVXOWV RI DFWLRQV DQG SRVVLELOLWLHVRILPSOHPHQWLQJWKHLQQRYDWLRQ

5HDOL]DWLRQqLQQRYDWLRQVGHSOR\PHQWLQWKHGLVWULFW

0HDVXUHqDVVHVVPHQWRIWKHIDFWXDOUHVXOWVRILQQRYDWLRQVGHSOR\PHQW 2QH VKRXOG GUDZV RQHmV DWWHQWLRQ WR SURSHU XVH RI VFKHGXOLQJ RI WKH PHDVXUHDQGDVVHVVPHQWRILQGLYLGXDOSURFHVVHVRYHUD\HDU>6WHZDUW S%XUNHWWH+HGOH\SV'H9LOOLHUVSV@7KH GDWHV RI DQDO\VLV DQG UHSRUWV FRQFHUQLQJ HDFK RI WKH SURFHVVHV DUH QRW WKH VDPHVRWKDWWKHVDPHOHYHORILPSRUWDQFHLVPDLQWDLQHG7KDQNVWRPDWXULW\ RIWKHSURFHVVWKHUHLVWKHSRVVLELOLW\WRGHSOR\DQGXVHSURGXFWLQQRYDWLRQ DQGPRGHUQRUJDQL]DWLRQDOPHWKRGVLQWKHSXEOLFVHFWRUDVZHOO

,Q WKH VLWXDWLRQ ZKHUH LQQRYDWLYH VROXWLRQV LQ SXEOLF HQWLWLHV DUH XVHG FKDQJHV RFFXUULQJ XVXDOO\ KDYH DQ LQWUDLQVWLWXWLRQDO FKDUDFWHU +RZHYHU UHVXOWVRIWKHLUGHSOR\PHQWKDYHVLJQLILFDQWLQIOXHQFHLQVWUHDPOLQLQJUHODWLRQV DQGSURFHVVHVZLWKLQDJLYHQFRPPXQLW\

References

 %REHUD - $ :ÊDG\ND 0 =DZLFNL .DWDORJ 1DU]§G]L 5R]ZRMX Instytucjonalnego&UDFRZ(FRQRPLF8QLYHUVLW\&UDFRZ  %RJGDQLHQNL-.X]HOD06REF]DN,=DU]cG]DQLHZLHG]cZZDUXQ

NDFKJOREDOQHMZVSÕãSUDF\SU]HGVL§ELRUVWZFROOHFWLYHZRUN7RUXØ $GDP0DUV]DÊHN3XEOLVKLQJ&RPSDQ\7RUXØ

 %XUNHWWH*'+HGOH\73The Truth about Economic Value Added &3$-RXUQDO9RO1R-XO\

 &DPS5&%HQFKPDUNLQJqThe Search for Industry Best Practises That Lead to Superior PerformanceLQ$5ROVWDGDVBenchmarking x7KHRU\DQG3UDFWLFH&KDSPDQ +DOO/RQGRQ

 &HOODU\ : c,QQRZDF\MQR~é L QDXND WR QLH WR VDPR F]\OL MDNLHM LQQRZDF\MQR~FL SRWU]HED Z 3ROVFH" 2SHQLQJ FRQIHUHQFH IRU WKH SURMHFW c(QWHUSULVLQJ 3K' VWXGHQW q LQYHVWPHQW LQ LQQRYDWLYH GHYHORSPHQWRIWKHUHJLRQo:URFÊDZ

 &]HNDM - /LVLØVNL 0 >HG@ 5R]ZÕM NRQFHSFML L PHWRG ]DU]cG]DQLD &UDFRZ(FRQRPLF8QLYHUVLW\.UDN¿Z

(11)

 )OLHJHU08VSUDZQLHQLDV\VWHPX]DU]cG]DQLDMDNR|UÕGãRSU]HZDJL

konkurencyjnej gmin3U]HJOÌG(NRQRPLF]Q\1R

*UXG]HZVNL:0+HMGXN,.6DQNRZVND$:DØWXFKRZLF]0 6XVWDLQDELOLW\ZEL]QHVLHF]\OLSU]HGVL§ELRUVWZRSU]\V]ãR~FL=PLDQ\ SDUDG\JPRWÕZLNRQFHSFML]DU]cG]DQLD3ROWH[W:DUVDZ

 .RZDODN5%HQFKPDUNLQJMDNRPHWRGD]DU]cG]DQLDZVSRPDJDMcFD FRQWUROOLQJ SU]HGVL§ELRUVWZD :URFÊDZ 8QLYHUVLW\ RI (FRQRPLFV 3XEOLVKLQJ:URFÊDZ

/HNV\NRQ]DU]cG]DQLD'LILQ:DUVDZ

1RZRVLHOVNL 6 Procesy gospodarcze w organizacjach LQ Procesy i projekty logistyczne >HG@ 6 1RZRVLHOVNL :\GDZQLFWZR 8QLZHUV\WHWX(NRQRPLF]QHJRZH:URFÊDZLX:URFÊDZ

2OV]HZVND % >HG@ :\EUDQH PHWRG\ ]DU]cG]DQLD ZVSÕãF]HVQ\P SU]HGVL§ELRUVWZHP :URFÊDZ 8QLYHUVLW\ RI (FRQRPLFV 3XEOLVKLQJ :URFÊDZ

3DFKROVNL / 7U]FLHOLØVNL 6 .RQFHSFMH ]DU]cG]DQLD SU]HGVL§ELRUV twem,QVWLWXWHRI0DQDJHPHQW(QJLQHHULQJRI3R]QDØ8QLYHUVLW\RI 7HFKQRORJ\3R]QDØ

3$53 Conference Materials >LQ@ 3RS\WRZH SRGHM~FLH GR WZRU]HQLD innowacji .OXE ,QQRZDF\MQ\FK 3U]HGVLÖELRUVWZ 3ROLVK $JHQF\ IRU (QWHUSULVH'HYHORSPHQW:URFÊDZ

3HUHFKXGD . 6U]HGQLFNL $ &LHÎOLØVNL : =DU]cG]DQLH SURFHVHP MDNR LQVWUXPHQW GRVNRQDOHQLD HIHNW\ZQR~FL SU]HGVL§ELRUVWZD LQ =PLHQLDMcFH VL§ SU]HGVL§ELRUVWZR Z ]PLHQLDMcFHM VL§ (XURSLH >HG@ ::DZDNW-DJLHOORQLDQ8QLYHUVLW\3XEOLVKLQJ.UDN¿Z 3UXG]LHQLFD 0 3RGHM~FLH SURFHVRZH Z ]DU]cG]DQLX LQQRZDFMDPL

UHG 6 1RZRVLHOVNL 3UDFH 1DXNRZH 8( ZH :URFÊDZLX :URFÊDZ

5RJR]LØVNL . 6IHUD SXEOLF]QD IXQGDPHQWHP VHNWRUD XVãXJ SXE licznych LQ =DU]cG]DQLH XVãXJDPL SXEOLF]Q\PL >HG@ % .RÔXFK 6FLHQWLILF6RFLHW\RI0RGHUQ0DQDJHPHQW&UDFRZ

6WHLQPDQQ + * 6FKUH\RJJ =DU]cG]DQLH 3RGVWDZ\ ]DU]cG]DQLD SU]HGVL§ELRUVWZHP :URFÊDZ 8QLYHUVLW\ RI 7HFKQRORJ\ 3XEOLVKLQJ :URFÊDZ

6WHZDUW * % The Quest for Value $ *XLGH IRU 6HQLRU 0DQDJHUV +DUSHU%XVLQHVV1HZ<RUN

6ZLQEXUQ * *RJD 6 0XUSK\ ) 3RGU§F]QLN /RNDOQHJR 5R]ZRMX Gospodarczego3URGXNWVLHFL0LDVW3U]HPLDQ/('3ULPHUB3/SGI

(12)

=DU]cG]DQLH ZLHG]c Z ZDUXQNDFK JOREDOQHM ZVSÕãSUDF\ SU]HGVL§ biorstw FROOHFWLYH ZRUN HGLWHG E\ -HU]\ %RJGDQLHQND 0DUFLQ .X]HO ,ZRQD 6REF]DN 7RUXØ $GDP 0DUV]DÊHN 3XEOLVKLQJ &RPSDQ\

=LPQLHZLF].:VS¿ÊF]HVQHNRQFHSFMHLPHWRG\]DU]ÌG]DQLD3ROVNLH :\GDZQLFWZR(NRQRPLF]QH:DUV]DZD