Quality of service improvement based on procedure analysis and reengineering: a case study in Cameroonian public service

摘要

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.