Organizational climate and satisfaction of users of services: example of Pošta Slovenije d.o.o.

Zagotavljanje kakovosti je eden zelo pomembnih dejavnikov učinkovitega in uspešnega poslovanja podjetja, ki je odvisno od zadovoljstva zaposlenih in zadovoljstva uporabnikov storitev. Zadovoljstvo uporabnikov storitev je ključnega pomena za zagotavljanje konkurenčne prednosti podjetja. Pošta Slovenije veliko pozornost namenja svojim zaposlenim, saj skrbi, da se nenehno izobražujejo in tako širijo svoje strokovno znanje, ohranjajo motiviranost in zadovoljstvo pri delu, saj je velikokrat ravno od zaposlenih odvisno, ali bo uporabnik odšel s poštne poslovalnice zadovoljen ali nezadovoljen. V Pošti Slovenije permanentno izvajajo merjenja organizacijske klime s pomočjo zunanjih strokovnjakov, na ta način pa se tako posredno ugotavlja tudi zadovoljstvo zaposlenih. Na podlagi rezultatov merjenj organizacijske klime načrtujejo in organizirajo usposabljanja ter strokovna izpopolnjevanja zaposlenih za učinkovitejše obvladovanje in ohranjanje pozitivne organizacijske klime in kulture v družbi ter izvajajo dobre prakse z namenom izboljšanja seznanjenosti in zavedanja zaposlenih o vplivu zadovoljstva uporabnikov storitev na kakovost poslovanja. Permanentno pa se izvajajo tudi analize meritev o zadovoljstvu uporabnikov poštnih storitev ter v skladu s standardi poštne direktive Evropske unije spremlja in meri kakovost mednarodnih poštnih storitev, ki jih izvajajo neodvisni zunanji izvajalci.Quality assurance is one of very important factors of effective and successful operations of the company which depends on employee satisfaction and on satisfaction of users of services. The satisfaction of users of services is key importance for ensuring competitive advantages of undertaking. Pošta Slovenije devotes a lot of attention to their employees especially with continuous education and thus expand their expertise, maintain motivation and job satisfaction, as it is often just the satisfaction of employees the main factor whether the user will left the post office satisfied of unsatisfied. With the assistance of external experts Pošta Slovenije continuously carries out the measurements of organizational climate, in this way indirectly notes employee satisfaction. Based on the results of measurements of organizational climate they plan and organize trainings and professional trainings of employees to effectively manage and in that way maintain a positive organizational climate and culture in company, and implement best practices for improvement of familiarity and awareness of the impact of satisfaction of customers on quality of operations. The analyses of measurements on satisfaction of users of postal services are continuously carried out, along with monitoring and measurements of quality of international postal services with standards defined in Postal Directive of European Union, which are performed by independent experts