Redesigning Processes in Municipalities: A Case Study on Developing Process Architecture and Mapping Processes

摘要

Process oriented management approaches constitute the most important source of forming an effective management mechanism. This source assures that the institution is correctly understood by all its stakeholders, mutual work areas are defined, collaborative working culture towards certain goals are adopted. Within the framework of process management, defining the processes via reviewing the activities of the institution, modeling or mapping these processes with a standard language, determining the performance indicators to provide for traceability turns into a total reconstruction effort within the institution. Local administrations are those public institutions that need process oriented management the most due to their structure and their activities related to the regulations as well as due to their direct interaction with their citizens. In this study, the importance of process management within the framework of public administrations is emphasized and the structure of the process architecture is presented that came to light as a result of the project study that was carried out privately in a certain municipality; the processes defined within the proposed architectural structure are exemplified in accordance with work processes modeling and notation.