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Adding Value for Customers

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by

Ender ACEL

on 5 April 2016

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Transcript of Adding Value for Customers

RATIO OF PROCESS
PERFORMANCE
TARGET REALIZATION
SELF-EVALUATION
EXTERNAL EVALUATION
CITIZEN SATISFACTION
SURVEY
EMPLOYEE
SATISFACTION
SURVEY
COUNCIL MEMBER
SATISFACTION SURVEY
INTERNAL
ENVIRONMENTAL ANALYSIS
PROJECT COMPLETION
RATIO
HEAD OF NEIGHBORHOOD
SATISFACTION
SURVEY
SPATIAL IMPACT ANALYSIS
OF SOCIAL REINFORCEMENT
AND PARK AREA
RATIO OF STRATEGIC
TARGET REALIZATION
FINANCIAL
INFORMATION
DEMOCRACY
EQUALITY
FREEDOM
PARTICIPATORY
CONSCIENCE
SOCIAL
MUNICIPALISM

POLITICAL
ECONOMIC
SOCIAL
TECHNOLOGY
ENVIRONMENT
LEGAL
EXTERNAL ENVIRONMENTAL ANALYSIS
SWOT
WHERE WE ARE?
HOW CAN WE
REACH?
VISION
MISION
VALUES
POLICIES
STRATEGIC GOAL
ıINSTITUTIONAL DEVELOPMENT
STRATEGIC GOAL
URBAN DEVELOPMENT
STRATEGIC GOAL
SOCIAL DEVELOPMENT
STRATEGIC GOAL
ENVIRONMENTAL AND RURAL DEVELOPMENT
TARGET 1.1
TARGET 1.2
PROJECT / ACTIVITIES 1.2.1
PROJECT / ACTIVITIES 1.2.2
PROJECT / ACTIVITIES 1.1.2
PROJECT / ACTIVITIES 1.1.1
WHERE WE WANT
TO REACH?
SWOT ANALYSIS
WEB SITE
SOCIAL MEDIA
SURVEYS
NEIGHBORHOOD COMMITTEE AND STRATEGIC
PLAN WORKSHOP
CLAIM-SUGGESTION
EXTERNAL STAKEHOLDER
MEETINGS
PROJECT POOL
ANALYSIS
EXTERNAL
STAKEHOLDER
FEEDBACK
DRAFT
STRATEGIC
PLAN
SHARING
MEETING
STRATEGIC
PLAN
PARTICIPATORY
STRATEGIC
PLAN
Y1_STRATEGIC
MANAGEMENT
Y2_INSTITUTIONAL
COMMUNICATION
MANAGEMENT
MANAGEMENT PROCESSES
SERVICE PROCESSES
SUPPORT PROCESSES
Y3_SERVICE, OCCUPATION
AND MANAGEMENT
MODEL DEVELOPMENT
Y4_COUNCIL AND
COMMISSION MEETINGS
MANAGEMENT
H1_ROAD AND
STRUCTURE SERVICES
MANAGEMENT
H2_ZONING AND
PLANNING SERVICES
MANAGEMENT
H3_CULTURAL AND
SOCIAL SERVICES
MANAGEMENT
H4_HEALTH AND
ENVIRONMENT SERVICES
MANAGEMENT
H5_ORDER OF CITY
AND SOCIETY
MANAGEMENT
H6_MANAGEMENT OF
MUNICIPALITY'S
PROPERTIES
D1_HUMAN RESOURCES
MANAGEMENT
D2_FINANCIAL RESOURCES
MANAGEMENT
D3_INFORMATION
TECHNOLOGIES
MANAGEMENT
D4_PURCHASE
MANAGEMENT
D5_MACHINE
AND VEHICLE
MANAGEMENT
D6_LEGAL AFFAIRS MANAGEMENT
PROCESSES OF NILUFER CITY
WHICH INDICATORS ARE
FOLLOWED?
WHEN WE NEED TO
DESIGN / REDESIGNED PROCESSES?
BENCHMARK
ORGANIZATIONAL
STRUCTURING
AMENDMENT
INCOMING ACTIVITIES TO
STRATEGIC PLAN
FORMATION OF
NEW SERVICE
LEARNING
ACTIVITIES
RESULTS OF PROCESSES' PERFORMANCE
IDENTIFY AND REVIEW
PROCESS
COMPOSE PROCESS
FLOW
CONTROL AND MANAGE
PROCESS
REVIEW EFFICIENCY
OF PROCESS
UPDATE PROCESS'
DOCUMENTS
SPECIFY AND IMPLEMENT
PROCESS' IMPROVEMENT
SPECIFY PROCESS PERFORMANCE INDICATORS AND
TARGET OF PROCESS
MEASURE AND TRACK
PROCESS
RESPONSIBILITIES OF PROCESS
OWNER
RELATIONSHIP BETWEEN ORGANIZATION AND PROCESS
COUNCIL
ASSEMBLY
MAYOR
COORDINATOR
DEPUTY
MAYOR
CIVIL DEFENSE
EXPERT
MAYOR SECRETARY
DEPARTMENT
INTERNAL
INSPECTION
DEPARTMENT
STRATEGY
DEPARTMENT
DEPUTY
MAYOR
DEPUTY
MAYOR
DEPUTY
MAYOR
DEPUTY
MAYOR
DEPUTY
MAYOR
CONSTRUCTION
DEPARTMENT
TRANSPORTATION
SERVICES
DEPARTMENT
PUBLIC DEVELOPMENT
AND URBANIZATION
DEPARTMENT
PLAN
AND PROJECT
DEPARTMENT
SECRETARIAL
SERVICES
DEPARTMENT
PROPERTY AND
EXPROPRIATION
DEPARTMENT
LEGAL AFFAIRS
DEPARTMENT
LIBRARIES
DEPARTMENT
CULTURAL AND
SOCIAL ACTIVITIES
DEPARTMENT
SOCIAL SUPPORT
DEPARTMENT
INFORMATION
TECHNOLOGIES
DEPARTMENT
PRESS AND PUBLIC
RELATIONS
DEPARTMENT
SUPPORT
SERVICES
DEPARTMENT
ACCOUNTING
SERVICES
DEPARTMENT
HUMAN RESOURCES
AND TRAINING
DEPARTMENT
MUNICIPAL
POLICE
DEPARTMENT
LICENSE AND
AUDIT
DEPARTMENT
SPORTS
AFFAIRS
DEPARTMENT
CLEANING
SERVICES
DEPARTMENT
HEALTH
SERVICES
DEPARTMENT
PARKS AND
GARDENS
DEPARTMENT
VETERINARY
SERVICES
DEPARTMENT
ENVIRONMENT
PROTECTION AND
CONTROL
DEPARTMENT
STRATEGIC PLANNING
STRATEGIC
MANAGEMENT
CONSTRUCTION
DEPARTMENT
TRANSPORTATION
SERVICES
DEPARTMENT
ROAD AND STRUCTURE
SERVICES MANAGEMENT
MACHINE AND VEHICLE
MANAGEMENT
PUBLIC DEVELOPMENT
AND URBANIZATION
DEPARTMENT
PLAN
AND PROJECT
DEPARTMENT
SECRETARIAL
SERVICES
DEPARTMENT
PROPERTY AND
EXPROPRIATION
DEPARTMENT
LEGAL AFFAIRS
DEPARTMENT
MANAGEMENT OF
MUNICIPALITY'S PROPERTIES
COUNCIL AND COMMISSION
MEETINGS MANAGEMENT
LEGAL AFFAIRS
MANAGEMENT
ZONING AND PLANNING
SERVICES MANAGEMENT
DEPUTY
MAYOR
DEPUTY MAYOR
LIBRARIES
DEPARTMENT
CULTURAL AND
SOCIAL ACTIVITIES
DEPARTMENT
SOCIAL SUPPORT
DEPARTMENT
INFORMATION
TECHNOLOGIES
DEPARTMENT
PRESS AND PUBLIC
RELATIONS
DEPARTMENT
SUPPORT
SERVICES
DEPARTMENT
THEATERS
DEPARTMENT
THEATERS
DEPARTMENT
CULTURAL AND SOCIAL
SERVICES MANAGEMENT
INFORMATION TECHNOLOGIES
MANAGEMENT
INSTITUTIONAL COMMUNICATION
MANAGEMENT
PURCHASE MANAGEMENT
DEPUTY
MAYOR
ACCOUNTING
SERVICES
DEPARTMENT
HUMAN RESOURCES
AND TRAINING
DEPARTMENT
MUNICIPAL
POLICE
DEPARTMENT
LICENSE AND
AUDIT
DEPARTMENT
SPORTS
AFFAIRS
DEPARTMENT
DEPUTY
MAYOR
FINANCIAL RESOURCES
MANAGEMENT
HUMAN RESOURCES
MANAGEMENT
ORDER OF CITY AND
SOCIETY MANAGEMENT
CLEANING
SERVICES
DEPARTMENT
HEALTH
SERVICES
DEPARTMENT
PARKS AND
GARDENS
DEPARTMENT
VETERINARY
SERVICES
DEPARTMENT
ENVIRONMENT
PROTECTION AND
CONTROL
DEPARTMENT
HEALT AND ENVIRONMENT
SERVICES MANAGEMENT
DEPUTY
MAYOR
CIVIL DEFENSE
DEPARTMENT
MAYOR SECRETARY
DEPARTMENT
INTERNAL INSPECTION
DEPARTMENT
STRATEGY
DEPARTMENT
WE HAVE DESIGNED PROCESSES TO
MANAGE THESE SERVICES AND PROJECTS...
THANK YOU...
DERYA ÖZGÖK
STRATEGY DEPARTMENT
MANAGER
Excellent organizations consistently add value for customers by understanding, anticipating and fulfilling needs, exceptions and opportunities.
ADDING VALUE FOR CUSTOMERS
EFQM FUNDAMENTAL CONCEPTS
MAYOR
WE HAVE DEVELOPED SERVICES AND
PROJECTS TO IMPLEMENT OUR STRATEGY...
QPR SYSTEM
WE HAVE DESIGNED / REDESIGNED PROCESSES
TO MANAGE THESE SERVICES AND PROJECTS...
Full transcript