“Single PPM 품질” 추진에 의한 공공행정 생산성향상 사례: 충청남도

A productivity improvement of the public administration management by the single PPM quality approach: lessons from the Chungcheongnam-do case

Today, customer satisfaction, principle or methodology of the management of the private companies, is also a very important concept in the productivity improvement of public sector, which in turn enhances the total competitiveness of a nation. The experiences of the single ppm quality innovation, in which customer driven approach plays key role and mainly tested in the manufacturing processes of the private sector, could be shared in the public sector This paper is concerned with the single PPM quality certification system designed for public administration organizations and to show how productivity can be improved through the implementation case of Chungcheongnam-do, which is the first one certified among the Korea’s administrative organizations. The major points of the single ppm quality innovation in the public sector is that the processes are reformed by the establishment of innovative and practical objectives through real measurements of the quality levels in current operations and services. To do this, the internal quality guarantee structure builds 9 categories of the single ppm certification system and tries to assure the defect rate below 10 per 100 times in the operations and services level. This study shows the possibilities of successful application of the single ppm quality innovation methodologies to the public sector management.