چشم انداز مدیریت دولتی

طراحی الگوی نوآوری باز خدماتی، مبتنی بر ارتقاء کیفی خدمات در شهرداری‌های کشور

نوع مقاله : مقاله پژوهشی

نویسندگان

1 دانشجوی دکتری مدیریت دولتی، واحد ساری، دانشگاه آزاد اسلامی، ساری، ایران

2 استادیار گروه مدیریت دولتی، واحد ساری، دانشگاه آزاد اسلامی، ساری، ایران

چکیده

مقدمه: امروزه ضرورت بکارگیری نوآوری باز برای افزایش توان رقابتی شرکت‌ها در بازارهای داخلی و خارجی به عنوان پارادایمی جدید احساس شده و هدف از نوآوری باز استفاده از کشفیات دیگران برای فرایند نوآوری از طریق کانال‌های رسمی و غیررسمی می‌باشد.
روش‌ها: هدف از پژوهش حاضر، طراحی الگوی نوآوری باز خدماتی، مبتنی بر ارتقاء کیفی خدمات در شهرداری‌های کشور بوده، طرح تحقیق نیز از نوع کیفی با روش گراندد تئوری است. با استفاده از روش نمونه‌گیری گلوله برفی با 15 نفر از مدیران ارشد و باسابقه شهرداری‌ها و معاونین شهرداری، مدیران ارشد استانداری، مدیران سازمان همیاری شهرداری‌ها و اساتید رشته مدیریت دولتی دانشگاه‌ها، مصاحبه عمیق انجام گرفت.
یافته‌ها: نتایج حاکی از آن بوده که الگوی نوآوری باز خدماتی، مبتنی بر ارتقاء کیفی خدمات دارای 16 بعد بشرح شرایط علی (1. تغییر سریع فناوری‌ها، 2. توانایی جذب ایده‌ها، 3. پویایی محیط)، شرایط زمینه‌ای (4. نگرش و فرهنگ سازمانی، 5. امکانات و تجهیزات، 6. عوامل فردی)، شرایط مداخله‌ای (7. برنامه‌ریزی، 8. توانمندی‌های مشارکتی، 9. چالش‌های سازمانی و غیرسازمانی)، راهبرد (10. برون‌سپاری، 11. شبکه‌سازی، 12. مهارت‌آموزی، 13. انگیزش مدیران و کارکنان) و پیامد (14. پیشرفت سازمانی، 15. ارتقاء کیفیت خدمات شهری و 16. رفاه اقتصادی و اجتماعی) بوده‌است.
نتیجه‌گیری: پیاده‌سازی نوآوری باز، زمینه را برای دسترسی بیشتر و سریع‌تر به منابع علمی، دانش فنی و ایده‌ها فراهم کرده و فرصت مطلوبی برای ارزش‌آفرینی به نحو اقتصادی‌تر ایجاد می‌شود، لذا بکارگیری الگوی نوآوری باز خدماتی، مبتنی بر ارتقاء کیفی خدمات، در سازمان های خدماتی مانند شهرداری بسیار کارا و مفید به نظر می‌رسد.

کلیدواژه‌ها

عنوان مقاله [English]

Designing an Open Service Innovation Model Based on Quality Improvement of Services in Municipalities of Iran

نویسندگان [English]

  • alireza safarpor 1
  • Rahman Ghaffari 2
  • masood Ahmadi 2

1 PhD Student of Public Administration, Sari Branch, Islamic Azad University, Sari, Iran

2 Assistant Professor Department of Public Administration, Sari Branch, Islamic Azad University, Sari, Iran

چکیده [English]

Introduction: Nowadays, the necessity of using open innovation to increase the competitive ability of companies in domestic and foreign markets is felt as a new paradigm and the aim of innovation is to re-use the discoveries of others for the process of innovation through formal and informal channels.
Methods: The aim of this study was to design a model of open service innovation based on quality improvement of services in municipalities of the country, and the research design is qualitative with grounded theory method. Using snowball sampling method, in-depth interviews were conducted with 15 senior and experienced managers of municipalities and municipal deputies, senior managers of the governorate, managers of municipal cooperation organization and professors of public administration of universities.
Results: The results showed that open service innovation model based on quality improvement of services with 16 conditions (1). Rapid Change of Technologies, 2. Ability to Attract Ideas, 3. Environmental Dynamics), Underlying Conditions (4. Organizational Attitude and Culture, 5. Facilities and Equipment, 6. Individual Factors), Interventional Conditions (7. Planning, 8. Participatory Capabilities, 9. Organizational and Non-Organizational Challenges), Strategy (10. Outsourcing, 11. Networking, 12. Skills Training, 13. Motivation of managers and employees) and consequences (14. organizational progress, 15. improving the quality of urban services and 16. economic and social welfare).
Conclusion: The implementation of open innovation provides the ground for more and faster access to scientific resources, technical knowledge and ideas and creates a favorable opportunity for creating value in a more economical way, so applying the open service innovation model, based on quality improvement of services, seems to be very efficient and useful in service organizations such as the municipality.

کلیدواژه‌ها [English]

  • "Open innovation"
  • "open service innovation"
  • "municipalities of the country"
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چشم انداز مدیریت دولتی
دوره 12، شماره 4 - شماره پیاپی 48
دی 1400
صفحه 104-123