Advancement of Quality Management in the Civil Service
The Civil Service Commission, as the organization supervising the general management of human resources in the Civil Service, the determination of policy in the fields of the organizational structure of the Ministries, arrangement of standardization of positions in the Commission and the work of the staff for improving service to the public, views the implementation of an approach to quality management in the Civil Service as an important part of its mission. In this framework, the Commission began to study the subject as early as 1992.
The study procedure also included a follow-up of what was done in Civil Services world-wide. As a result of this activity, a perception of the Civil Service in Israel was consolidated and coordinated, and the Commission issued professional material on the subject. Here it is important to emphasize that the consolidated perception of quality management corresponds with the central motif of the reform whose principles appear in the report of the Kubersky Committee of August, 1989.
Since 1993, activities have been carried out for strengthening awareness of advancement of quality management among managers and workers in the Civil Service. Beginning in 1994, infrastructures for quality management at the inter-Ministerial level were established, and pioneering applications towards assimilating the approach began to be implemented. These applications included activities for improving public service, making procedures more efficient and simplifying them, cost saving and increasing productivity; all with special attention being paid to customer satisfaction. The subject of quality advancement received additional validity from Government decisions, among them the decision of September 20, 1996, relating to the establishment of the Branch for Quality and Excellence in the Civil Service.
The cumulative experience of various countries of the world, in advancing an approach to quality management, teaches very significant accomplishments in those organizations which assimilated the approach, and also teaches that this is a process which takes years and requires determination and dedication on the part of the majority of the factors involved, through cooperation and with not a small amount of patience. Experience in the Israeli Civil Service teaches important accomplishments in assimilating the approach, but there is still a long way to go and we must act to include many Government units that have not yet done so.
Basic Principles of Quality Management
A commitment to quality advancement by management
Concentration on answering the requests and expectations of customers
Continuous improvement of work procedures in the organization and of its final product
Active participation of all of the organization's employees
Based on clear, agreed-upon goals and measurements
Objectives of the Branch for Quality and Excellence
Advancement of the assimilation of quality and excellence in the Civil Service by means of creating infrastructures and professional support, the purpose of which is to develop the independent ability of the Ministries to lead a culture supportive of lasting improvement.
Tasks of the Branch for Quality and Excellence
Consolidation and publication of policy for quality management in the Civil Service
Giving advice regarding decision-making in the field of quality management
Giving methodological advice complementary to that of external advisors
Creating directives and operating procedures for approaching quality management in the Civil Service
Initiation and operation of inter-Ministerial projects for advancing quality and excellence
Publication of successes and achievements of Ministries in the field of quality management
Initiation, coordination and operation of inter-Ministerial training and instruction for managers and workers in the field of quality
Coordination and professional accompaniment of quality networks
Development of human resources, initiation and operation of quality and excellence awards
Contact with the Unit
Address: Kiryat Ben-Gurion, 3 Kaplan Street, Jerusalem 91340
Telephones: 02-670-5309, 02-670-5110, 02-670-5177
Fax: 02-670-5145
