Enhancement of servi̇ce quality in public sector by using process management techniques

According to the rapid changes due to globalization process, client expectations change rapidly either. Therefore only the best functioning organizations could survive. In order to survive in a competitive market, focusing on clientele is the most efficient way. Focusing on clientele requires knowing the client and afterwards determining the needs and expectations of the client. Organization should change and develop themselves accordingly with client needs and expectations. Studies and implementations on public sector's service quality would extend service efficiency, effective use of resources and ompetitive capacity. As a resultd individuals that appreciate service quality would reflect their satisfaction with accomplishing their responsibilities at an utmost level. Besides, organizations should surpass traditional understanding of service providing and embrace one of the most important factors of quality management which is process management. In other words, organizations should have a new perspective based on process management and develop their processes based on this understanding. Keywords: Process Management, Process Improvement, Public Sector,Service Quality