INTRODUCTION OF QUALITY MANAGEMENT IN

THE REVENUE ADMINISTRATION

Yıldırım BOZBIYIK

Strategic Development Department – Head of Group

Senior Programme Officer– SPO

CONTENTCONTENT

• 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

TQM MODEL THAT WOULD TQM MODEL THAT WOULD BE USEDBE USED

EFQMEFQM

European

Foundation of

Quality

Management

Why EFQM?Why EFQM?

To follow the increasing trend in Total Quality Management over public institutions

EFQM is an effective system to achieve:Efficiency, affectivity, accountability, transparencyPerformance management, Strategic managementParticipatory Management

And alsoSustainable success through innovation

PurposesPurposes

• 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

PROJEPROJECT BUDGETCT BUDGET

Toplam 1.184.300 €

Project Activities 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

Training Target Groups: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 (60+40)

Training Programmes: Training Programmes: Effective Communication, Process Effective Communication, Process Management, Strategic Management, Process from Strategy, Management, Strategic Management, Process from Strategy, Introduction to EFQM Excellence Model and TQM, Techniques of Introduction to EFQM Excellence Model and TQM, Techniques of Problem Solving and Teamwork, Leadership, Benchmarking and Self-Problem Solving and Teamwork, Leadership, Benchmarking and Self-assessmentassessment

Goal:Goal: Providing awareness of the new management model and practice of the new management tools.

TRAININGSTRAININGS

SELF-ASSESSMENTSELF-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: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.

BENCHMARKINGBENCHMARKING

• 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:Goal: To do benchmarking every year with the staff that would gain competency during the project and to produce projects on the improvable areas.

PROCESS BASED PROCESS BASED MANAGEMENT SYSTEMMANAGEMENT SYSTEM

Activities Within ProjectActivities 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:Goal: Establishing a process based management system and increasing the efficiency of the processes

SUGGESTION SUGGESTION IMPROVEMENT SYSTEMIMPROVEMENT SYSTEM

Goals: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.

FEED- BACK SYSTEM FOR THE EMPLOYEE FEED- BACK SYSTEM FOR THE EMPLOYEE AND TAX PAYERSAND TAX PAYERS

Goals: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.

EMPLOYEE AND TAX PAYER EMPLOYEE AND TAX PAYER SATISFACTION POLLSSATISFACTION POLLS

Goals: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.

WHAT DO WE SUCCEED? WHAT DO WE SUCCEED? • Awareness and competency of all employees

about EFQM and it’s 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.

THANK YOUTHANK YOU

Excellent Management of Revenue