چشم انداز مدیریت دولتی

شناسایی شایستگی‌های رفتاری بوروکرات‌های سطح خیابان از منظر قرآن کریم

نوع مقاله : پژوهشی (با رویکردهای کیفی)

نویسندگان

1 استادیار، دانشکده حکمرانی، دانشگاه تهران، تهران، ایران

2 استادیار گروه مدیریت عملیات و تصمیم گیری دانشکده مدیریت صنعتی و فناوری دانشکدگان مدیریت، دانشگاه تهران

چکیده

هدف: قرآن کریم سرشار از اصول و مبانی است که می‌تواند چراغ راهی برای خدمت‌دهی بهتر از طرف کارگزاران به عموم مردم باشد. از این‌رو، هدف این پژوهش، شناسایی شایستگی‌های رفتاری بوروکرات‌های سطح خیابان بر اساس آیات قرآنی است.
طراحی/ روش‌شناسی/ رویکرد: رویکرد این پژوهش کیفی و روش آن تحلیل محتوا است. برای این‌کار ابتدا آیات قرآنی مرتبط با شایستگی‌های رفتاری بوروکرات‌های سطح خیابان تحلیل محتوا و کدگذاری شد. سپس کدهای شناسایی شده با سایر متون معتبر اسلامی مقایسه، تحلیل و دسته‌بندی شدند.
یافته­های پژوهش:  پژوهش‌ها حاکی از آن است که نوع رفتار بوروکرات‌های سطح خیابان و بسیاری مسائل و چالش های مرتبط با آن، بر رضایت شهروندان تأثیر خواهد گذاشت. مهم‌ترین شایستگی‌های رفتاری احصا شده از قرآن و متون اسلامی در این مورد عبارتند از: عدالت، ظلم‌ستیزی و انصاف، تعهد به کار، امانت‌داری، حسن معاشرت، صبر و شکیبایی، توانایی حل مسأله، اطلاع‌رسانی و پاسخگویی دقیق و با آرامش. بُعد «عدالت و ظلم‌ستیزی و انصاف» شامل مؤلفه‌های «داوری میان مردم به عدالت، ظلم نکردن بر خود و دیگری، ظلم و ستم نزد کافران» بوده است. مؤلفه‌های بُعد «تعهد به کار» شامل « تعهد و مسئولیت‌پذیری، پذیرش خطاهای خود، توصیه به درایت و تعقل، و وفای به عهد و پیمان» است. بُعد «امانت‌داری» شامل 4 مؤلفۀ « رعایت عهد و امانت، تحویل امانت به صاحبش، مورد اعتماد بودن، و نگهدارنده و آگاه به دارایی‌ها و منابع» است. مؤلفه‌های بُعد «صبر و شکیبایی» عبارتند از 4 مؤلفۀ «صبر و استقامت، وقت‌شناسی (ارزش زمان)، پاداش به اعمال شایسته چون صبر، شکیبایی در برابر آزار دشمن». بُعد «حُسن معاشرت» شامل 11 مؤلفۀ «همکاری و تعاون در امور نیک، ایثار و از خود گذشتگی، بخشش (عفو و گذشت)، عفو و اصلاح، آرامش و فروتنی، تلاش و پاداش آن، اعتدال و میانه‌روی، مسخره و عیب‌جویی نکردن، نیکی و خدمت کردن به بندگان (شهروندان یا عامۀ مردم)، مهار خشم، و انفاق کردن» است. مؤلفه‌های بُعد «اطلاع‌رسانی و پاسخگویی دقیق و با آرامش» عبارتند از «نقش آگاهی‌دهنده، کمک به خلق خدا و ناتوانان، رعایت حقوق دیگران، و توجه به محیط به منزلۀ منبعی برای رفع نیازها».
محدودیت­ها و پیامدها: در پژوهش حاضر علاوه بر قرآن کریم، تنها چند مورد از متون اسلامی مورد بررسی قرار گرفت و همه متون معتبر بررسی نشدند. با بررسی گسترده‌تر می‌توان تعداد بیشتری از منابع اسلامی را بررسی کرد.
پیامدهای عملی: برخورداری بوروکرات‌ها از شایستگی‌های رفتاری متعالی، می‌تواند به افزایش رضایت شهروندان بیانجامد و این امر به افزایش اعتماد عمومی در سطح جامعه کمک خواهد کرد و در نهایت سرمایۀ انسانی و اجتماعی در سطح ملّی ارتقا خواهد یافت. در این پژوهش اثر هر یک از شایستگی‌ها برعملکرد سازمان و رضایت شهروندان مشخص نشده است. در مطالعات آتی پیشنهاد می‌گردد میزان همبستگی شایستگی‌های بوروکرات‌های سطح خیابان با عملکرد دستگاه‌های اجرایی مربوطه بررسی شود. همچنین ارتباط شایستگی بوروکرات‌ها با متغیرهای رضایت شهروندان از ارائۀ خدمات و اعتماد عمومی و میزان سلامت اداری مورد مطالعه و پژوهش قرار گیرد. در ضمن ارزشیابی عملکرد حکومت و دولت‌ها بر اساس عملکرد اداره که یکی از مصادیق آن رفتار بوروکرات‌های سطح خیابان است، می‌تواند در پژوهش‌های آتی مورد توجه قرار گیرد.
ابتکار یا ارزش مقاله: در ادبیات نظری برای تعیین انتظارهای رفتاری از بوروکرات‌های سطح خیابان بر رویکردهای گذشته‌نگر و وظیفه‌گرا، تأکید می‌شد، اما در این پژوهش بر شایستگی رفتاری کارکنان دولتی توجه شده است و تأکید ویژه بر متون اسلامی و قرآنی برای اقتباس این شایستگی‌ها بر غنای آن می‌افزاید. همچنین بیشتر پژوهش‌هایی که به شایستگی‌های رفتاری پرداختند، سطح تحلیل‌شان مدیران و مسئولان عالی رتبه بوده است؛ درحالی‌که این پژوهش بر شایستگی بوروکرات‌های سطح خیابان که کارکنان عملیاتی‌تر هستند، تأکید دارد.
نوع مقاله: مقاله پژوهشی
 

کلیدواژه‌ها

عنوان مقاله [English]

Identifying the Behavioral Competencies of Street-level Bureaucrats: A Quranic Perspective

نویسندگان [English]

  • Bahareh Mahbanooei 1
  • Roholah Ghasemi 2

1 Assistant Professor, Faculty of Governance, University of Tehran, Tehran, Iran.

2 Assistant Professor, Department of Operations Management and Decision Sciences, Faculty of Industrial Management, College of Management, University of Tehran

چکیده [English]

Purpose: The Holy Qur'an is full of principles and foundations that can be the light of the way for better service from the agents to the general public. Therefore, the purpose of this research is to identify the behavioral competencies of street-level bureaucrats based on Quranic verses.
Design/ methodology/ approach:  The approach of this research is qualitative and its method is content analysis. For this purpose, Quranic verses related to the behavioral competencies of street-level bureaucrats were first analyzed and coded. Then the identified codes were compared, analyzed and categorized with other authentic Islamic texts.
 Research Findings: Findings shows that the behavior of street-level bureaucrats and many issues and challenges related to it will affect the satisfaction of citizens. The most important behavioral competencies that were counted from the Quran and Islamic texts in this case include: justice, anti-tyranny and fairness, commitment to work, trustworthiness, good company, patience, moral virtues, the ability to solve problems, provide information and respond accurately and calmly. The dimension of "justice and anti-tyranny and fairness" includes the components of "justice among people, not oppressing oneself and others, oppression by non-believers". The components of the dimension of work" include "responsibility and accountability, acceptance of one's mistakes, advice for tact and rationality, and keeping promises". The dimension of "trustworthiness" consists of 4 components: "observance including promise and trust, handing over the trust to its owner, being trusted, and maintaining and informing about assets and resources". The components of the "Patience" dimension were identified, including 4 components "Patience and Endurance, Punctuality (the value of time), reward for meritorious actions such as patience, patience against the enemy's harassment". The components of the "good association" dimension include 11 components of "cooperation and participation in good deeds, sacrifice and self-sacrifice, forgiveness (forgiveness), forgiveness and correction, peace and humility, effort and its reward, moderation and moderation." , mocking and not looking for fault, goodness and service to servants (citizens or general people), anger, and spending" were identified. The components of the dimension of "informing and responding accurately and calmly" including 4 components of "informing role, helping people and the disabled, respecting the rights of others, and paying attention to the environment as a way to meet needs" should be identified.
Limitations & Consequences: It is obvious that with a longer investigation and time, a larger number of Islamic sources that have emphasized these indicators can be obtained. In this research, the effect of each competency on the organization's performance and citizens' satisfaction has not been determined.
Practical Consequences: If street-level bureaucrats have superior behavioral competencies, public satisfaction will increase and this will help to increase public trust, and ultimately, human and social capital will be improved. In this research, the effect of each competency on the organization's performance and citizens' satisfaction has not been determined. In future studies, it is suggested to investigate the correlation between the competencies of street-level bureaucrats and the performance of relevant executive bodies, as well as to study and research the relationship between the competencies of bureaucrats and the variables of citizens' satisfaction with the provision of services and public trust and the level of administrative health. At the same time, evaluating the performance of the government and governments based on the performance of the administration, one of the examples of which is the behavior of street level bureaucrats, can be considered in future researches.
Innovation or value of the Article: First, most of the articles emphasized job analysis, which is a retrospective approach, but in this article, it focuses on the behavioral competence of government employees, and most of the articles examined the competencies of managers and high-level officials, but in Here, the competence of street-level bureaucrats was emphasized. Also, in previous studies, Islamic and Quranic texts were rarely used to adapt behavioral competencies.
Paper Type: Original Paper
 

کلیدواژه‌ها [English]

  • Competency
  • Street Level Bureaucrats
  • Content Analysis
  • Holy Quran
  • Islamic texts
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چشم انداز مدیریت دولتی
دوره 15، شماره 3 - شماره پیاپی 59
1403
صفحه 130-154