Quality of service improvement based on procedure analysis and reengineering: a case study in Cameroonian public service Online publication date: Mon, 19-Jun-2017
by Atsa Etoundi Roger; Abessolo Alo'o Ghislain
International Journal of Electronic Governance (IJEG), Vol. 9, No. 1/2, 2017
Abstract: Many works done in procedure reengineering do not take into consideration work-posts and resources required for the achievement of various related activities. These elements considered as inputs in the execution of tasks impact the quality of service. Works that have been done in this area have put less emphasis on administrative procedures. The reengineering of these procedures is more required in developing country administrations where most of procedures had been designed during the independences and continue to be used as such now without considering the evolution of their environment. In this paper, based on the correlations between the different entities involved in the processing of an administrative procedure, an approach to optimise the quality of service based on the analysis and reengineering of existing administrative procedures, is defined. This approach is applied to the improvement of the human resource retirement process in the public service in Cameroon.
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Electronic Governance (IJEG):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email subs@inderscience.com
Our Blog 
Follow us on Twitter 
Visit us on Facebook