Analysis of efficiency and effectiveness of a selected administrative unit in the period 2017-2019

Pravilna izbira kazalnikov merjenja učinkovitosti in uspešnosti, predstavlja organizacijam vse večji izziv. Problem se pojavi, ko organizacije izbirajo neustrezne kazalnike za merjenje omenjenega ter s tem pridobivajo neustrezne rezultate o poslovanju. To jim onemogoči možnost izboljšanja poslovanja ter zagotavljanja kakovostnejših storitev. Namen diplomskega dela je bil, na podlagi pridobljenih podatkov iz analize, ugotoviti, ali je Upravna enota Ljubljana (v nadaljevanju UE LJ) v obdobju 2017 – 2019 poslovala (ne)učinkovito in (ne)uspešno ter prepoznati vzroke za (ne)učinkovito in (ne)uspešno poslovanje. Poleg tega pa tudi vodstvu UE, predlagati ukrepe za učinkovitejše in uspešnejše poslovanje. Cilj je bil proučiti in analizirati učinkovitost in uspešnost delovanja UE LJ, v obdobju 2017 – 2019. V teoretičnem delu diplomskega dela je bila uporabljena metoda deskripcije, s katero smo opisali naslednje osnovne pojme: javni sektor (v nadaljevanju JS), učinkovitost in uspešnost ter kazalnike merjenja učinkovitosti in uspešnosti. V pomoč so nam bili strokovni članki, vsebinska poročila UE LJ ter zakoni. Empirični del zajema metodo analitičnega raziskovanja, pri kateri je poudarek na analiziranju in proučevanju dosežene učinkovitosti in uspešnosti UE LJ med letoma 2017 in 2019. Rezultati analize poročil prikazujejo, da je bila izbrana upravna enota v obdobju 2017 – 2019 učinkovita in uspešna pri svojem poslovanju. Največja odstopanja in možnosti za izboljšave se pojavljajo pri stroških, namenjenih pisarniškemu materialu, pri številu rešenih zadev, pomanjkanju stika z odjemalci ter pri zadovoljstvu zaposlenih. S pravilnimi ukrepi ter, sprotnim in natančnim merjenjem kazalnikov učinkovitosti in uspešnosti, vodstvo lahko odpravi zaznana odstopanja, s čimer se bo v naslednjih letih, še bolj povečala učinkovitost in uspešnost poslovanja.The right choice of measurement indicators represents an increasing challenge to organizations. The problem arises when organizations choose wrong indicators to measure efficiency and effectiveness, which leads to incorrect business results. This prevents organizations from improving their business performance and providing higher quality of services. The main purpose of bachelor thesis was, based on the obtained data from the analysis, to determine whether the Administrative Unit Ljubljana (UE LJ) in period 2017 – 2019 operated (un)efficiently and (un)effective, and beside that, to identify the causes of (un)efficiency and (un)effectiveness. In addition, the purpose was also to propose measures to management of administrative units, for more efficient and effective operation. The goal was to study and analyse the efficiency and effectiveness of the UE LJ, in the period 2017– 2019. In the theoretical part of the thesis, the method of description was used to describe the following basic concepts: public sector (JS), efficiency and effectiveness and measurement indicators of efficiency and effectiveness. We used professional articles, the content reports of Administrative Unit Ljubljana and laws to describe the basic concepts and activity of the public sector. In the empirical part analytical research method was used, where emphasis is on analysing and investigating of achieved efficiency and effectiveness of the Administrative Unit Ljubljana in the period 2017–2019. The results of analysis show that selected administrative unit operated efficiently and effectively in the analysed period of time. The biggest discrepancies and opportunities for improvement occur in the costs of office supplies, the number of resolved cases, lack of contact with customers, and employee satisfaction. With the right and accurate measurement of efficiency and effectiveness, the management can eliminate the perceived deviations and in the coming years, this will further increase the efficiency and effectiveness of operations at UE LJ