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La transformation des organisations publiques au Liban et son impact sur leurs performances, en lien avec la satisfaction des usagers.

Abstract : This research has as objective to study the problematic of the organizational transformation in the context of the public organizations in Lebanon. It is more particularly about the improvement of the quality of public services in the public organizations. The quality is the spearhead of the strategy of the development of users’ satisfaction. Nowadays, the topic of the quality in the public management is particularly severe. We can emphasize that the public organizations are moving towards to satisfy more the users, which becomes one of the most important objectives within these organizations.This research shows that the theoretical and methodological scope of the socioeconomic analysis has contributed to improve the functioning of the organizations. The instructions that we formulate are stated on the basis of the notions of the “services quality”, of the “organizational transformation” and of the “users’ satisfaction”. The model of the suggested intervention by this approach does not consist anymore of seizing the quality on the basis of the goals to reach and to obtain from the required transformations, but to define the conditions of change possibility, and to lead the transformations of the management and of the functioning of the organization, in its infrastructures, which will permit to reach the goals or to perform a policy of a bigger satisfaction of the user.Our contribution, which is mostly exploratory, permits to prescribe the adaptations to be realized as regards to the management and functioning of public organizations. Our objective will be to formulate suggestions for the setting of a socioeconomic management system aiming at reducing the malfunctioning, controlling the quality, and at the permanent adaptation of the structures of a public organization.
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Submitted on : Tuesday, November 5, 2013 - 6:07:08 PM
Last modification on : Wednesday, March 20, 2019 - 4:50:51 PM
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Kamar Damaj. La transformation des organisations publiques au Liban et son impact sur leurs performances, en lien avec la satisfaction des usagers.. Gestion et management. Conservatoire national des arts et metiers - CNAM, 2013. Français. ⟨NNT : 2013CNAM0874⟩. ⟨tel-00880326⟩

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