INTRODUCTION OF QUALITY MANAGEMENT IN THE REVENUE ADMINISTRATION

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INTRODUCTION OF QUALITY MANAGEMENT IN THE REVENUE
ADMINISTRATION

• Yildirim BOZBIYIK
• Strategic Development Department Head of Group
• Senior Programme Officer SPO

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CONTENT

• TQM Model That Would Be Used
• Why EFQM?
• Purposes
• Project Budget
• Project Activities
• Trainings
• Self- assessment
• Benchmarking
• Process-Based Management System,
• Suggestion Improvement System,
• Feed-Back System for Employee and Tax Payers,
• Employee and Taxpayer Satisfaction Polls
• What Do We Succeed

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TQM MODEL THAT WOULD BE USED

• EFQM
• European
• Foundation of
• Quality
• Management

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Why EFQM?

• To follow the increasing trend in Total Quality
  Management over public institutions
• EFQM is an effective system to achieve
• Efficiency, affectivity, accountability,
  transparency
• Performance management,
• Strategic management
• Participatory Management
• And also
• Sustainable success through innovation

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Purposes

• To improve the administrative capacity and
  efficiency of the tax administration
• To train the human resources of TRA with
  reference to implementation of EFQM excellence
  model,
• To establish the infrastructure for the
  implementation of EFQM model,
• To improve the quality of tax payer services,
• To achieve an increase in voluntary compliance
  with the tax system and increase the tax revenues

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• PROJECT BUDGET

Toplam 1.184.300
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• Project Activities
• Trainings
• Establishment of infrastructure for the
  implementation of EFQM model (Self- assessment-
  Benchmarking),
• Setting of Process-Based Management System,
• Creation of Suggestion Improvement System,
• Creation of Feed-Back System,
• Application of Polls for Employee and Taxpayer
  Satisfaction

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TRAININGS

• Training Target Groups
• TRA headquarter staff (1.550 person),
• Staff of Ankara Tax Office Directorate and 6
  pilot Tax Offices (480 person)
• Trainees that would train the staff of local
  offices of TRA (500 person)
• Staff that would be trained by the trainees (
  35.787 person)
• Process management teams(300 120)
• Self-assessment and benchmarking teams (6040)
• Training Programmes Effective Communication,
  Process Management, Strategic Management, Process
  from Strategy, Introduction to EFQM Excellence
  Model and TQM, Techniques of Problem Solving and
  Teamwork, Leadership, Benchmarking and
  Self-assessment
• Goal Providing awareness of the new
  management model and practice of the new
  management tools.

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SELF-ASSESSMENT

• Is a tool used for diagnosing the strengths and
  the improvable areas of the organization.
• There would be done three self-assessment within
  the project.
• Goal To do self-assessment every year with the
  staff that would gain competency during the
  project and to produce projects on y-the
  improvable areas.

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BENCHMARKING

• Provides defining the improvable areas by
  comparing the organization with good practice
  examples.
• Organizations, could define their position among
  the EFQM user organizations, they could also
  follow their progress
• Goal To do benchmarking every year with the
  staff that would gain competency during the
  project and to produce projects on the improvable
  areas.

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PROCESS BASED MANAGEMENT SYSTEM

• Activities Within Project
• Analysis of the processes,
• Determination of improvable processes
• Enabling process standardization,
• Linking processes with the strategic planning and
  developing performance measurement criteria.
• Goal Establishing a process based management
  system and increasing the efficiency of the
  processes

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SUGGESTION IMPROVEMENT SYSTEM

• Goals
• To establish a tool that would enhance the
  creativity and talent of the staff and also
  encourage their voluntary participation to the
  management.
• To realize the suggested projects of the staff
  after a systematic evaluation process.

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FEED- BACK SYSTEM FOR THE EMPLOYEE AND TAX PAYERS

• Goals
• To establish a tool for diagnosing the
  expectations and needs of the staff and the tax
  payers,
• Evaluating the feed-backs and solving the
  problems they face,
• Through the feed-backs, increasing the efficiency
  and the quality of the services.

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EMPLOYEE AND TAX PAYER SATISFACTION POLLS

• Goals
• Taking feed-backs from our inner and outer
  partners in order to determine our strengths and
  improvable areas within the framework of EFQM
  Model.
• Through the feed-backs, increasing the efficiency
  and the quality of the services.

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WHAT DO WE SUCCEED?

• Awareness and competency of all employees about
  EFQM and its tools.
• Increase in efficiency and satisfaction of the
  employees through a just, progressive and
  participatory management.
• Increase in tax payer satisfaction.
• Establishment of process based management system
  which would enable practicing the strategies more
  effectively and would increase the efficiency of
  processes.
• Increasing the voluntary compliance as a result
  of the increase in both employee and tax payer
  satisfaction and also the increase in efficiency
  of the processes.

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• THANK YOU

Excellent Management of Revenue