طراحي الگوي اثربخش مديريت فرايندها در سازمان‌هاي عمومي با استفاده از چارچوب PCF و رويكردBPMN (مطالعه‌ي موردي: شهرداري اصفهان)

Designing the Effective Pattern of Classifying Processes in Public Organization by Using PCF and BPMN Approach (Case Study) Isfahan Municipality

فرايندها سازنده‌ي اصلي سازمان‏ها هستند و درك و بهبود آن‌ها مايه‌ي حيات سازمان‏هاي فراگير است. هدف اين پژوهش شناسايي، طبقه‌بندي، تدوين و بهبود فرايندهاي شهرداري اصفهان با استفاده از روش(توصيفي ـ پيمايشي) است. اطلاعات مورد نياز اين پژوهش از طريق مصاحبه با مديران، كارشناسان و خبرگان حوزه‌هاي مختلف شهرداري اصفهان، و نيز انجام بازديد‌هاي ميداني و بررسي و مطالعه‌ي اسناد، مدارك، گزارشات و مستندات موجود تهيه ‌شده است. فاز‌هاي اصلي اين پژوهش عبارت‌اند از: 1. شناخت الگوي مناسب؛ 2. بومي‌سازي الگوي انتخابي؛ 3. تهيه‌ي نماي كلي فرايند شهرداري با توجه به مدل مرجع كسب و كار شهرداري؛ 4. جمع بندي فرايندها، بهبود اوليه و ترسيم فرايندها با استفاده از استاندارد BPMN. يافته‌هاي اين پژوهش بيان مي‌دارد كه پياده‌سازي الگوي بومي‌شده‌ي طبقه‌بندي فرايندها در شهرداري اصفهان، به سامان‌دهي فرايندها، شناسايي خلا هاي موجود و بهبود فرايندها كمك ‌كرده است.

As processes are major foundations of organizations, understanding and improving them can lead to survival of qualified organizations. There are many reasons to slow down developments in an organization such as complications and disorganized process, plurality of process sources, lack of appropriate of process changes, non-clear relation between processes and lack of process map, variety of process documenting and plurality of process documenting pattern. With regard to mentioned reasons, installing an effective management system and designing processes of organization is necessary to speed up developments. So designing the effective pattern of classifying processes in organizations is absolutely effective to install integrated management of business processes.Purpose of executing this project is, recognizing, classifying, codifying and improving the process in Isfahan municipality that have a dramatic effect to decrease costs, increasing flexibility, making better decisions, improving quality, extending amount of services to clients, improving organizational relations and finally attracting client satisfaction and public. The methodology of this research is in the group of (development-practical researches) by using ((Descripting-surveying methods)), Needed information have been provided by interviewing managers, experts in different, also field visits and studying documents and evidences, all mentioned lead to localized pattern for classifying processes and codifying almost 300 processes in Isfahan municipality. Main phases of this including: first phase, recognizing appropriate patterns for classifying processes in public section, second phase localizing chosen pattern, third preparing a general view of municipality process, improving and designing by using BPMN. The Results show that installing localized pattern of classifying processes in Isfahan municipality help organizing processes, recognizing lacks and improving processes. Also designing processes by using BPMN, making a common language in different section of the organization, help to mechanize processes and systems.