Совершенствование государственных услуг на основе инструментария лин-менеджмента

С. 95–113.

Голубцов А. Н., Кирюшин С. А.

The article considers the priority role of improving public services through the use of modern tools of lean management. The article specified the basic definitions, types and features of public services, methods and tools of government, characterized by administrative regulations and tasks of regulation and standardization of public services. The attention is focused on the high importance and relevance of the research topic in the Russian and foreign practice. The paper carried out an expert assessment of the use of lean management programs in the public sector and the implementation of public services in different countries. The authors have developed the basic principles, evaluation criteria and the key characteristics of lean management programs for improving public service. Based on a study of foreign programs and projects of lean management to improve public services by author’s highlighted features and key differences with the sphere of production and business. The authors systematized categories of key skills and competencies that determine the success of lean management programs to improve public services. It is proposed to use tools of lean management in the Deming cycle of continuous improvement for the implementation of public services. The authors have developed a table determining wastes in administrative and service processes, the authors proposed an express survey of employees, state employees and clients to create value stream maps, carried out mapping the value stream of the public service. The article emphasizes the need to use tools lean management for improving public services in the Russian practice.  

Keywords: lean, совершенствование, государственная услуга, improvement, лин-менеджмент, Lean management, лин, public service, lean management tools, инструменты лин-менеджмента

In book

Актуальные проблемы управления: Сборник научных статей. Электронное издание

Вып. 2. , Н. Новгород: Нижегородский государственный университет им. Н.И. Лобачевского, 2015.