Professional Documents
Culture Documents
:
:
:
, 2010
2
(.....)
.................................................................................................................... 5
............................................................................................................... 6
..................................................................................................... 7
1.1 .................................................... 8
2.1
() ................................................................................................................................................. 9
2.2 ....................................................... 11
.............................................................................................................................. 12
.............................................................................................. 13
............................................................................. 15
..................................................................... 16
.......................................................................... 17
............................. 19
2 ............................................................................. 20
3.1 .................................................................................. 23
.......................................................................................... 23
................................................................................................. 25
SWOT ............................................ 26
3.2 ................................................................................................ 30
(BSC) .......................................................... 32
(3) : ........................................................... 33
I. ........................................ 33
II. ................................................... 33
III. ................................................... 34
IV. - : ......................................... 35
BSC .................... 35
3.3
: ................................................................................................................... 36
3 ............................................................................. 38
4.1.
................................................. 41
4.2 (PERFORMANCE MANAGEMENT) .......................................... 42
4.3 .............................. 45
4.4 ................................................................................................................ 47
4.5
............................... 52
4.6
......................................................................................................................... 55
4.7 ........................................................................ 57
4.8
........................................................................................................... 58
4.9 ..................... 61
4.10 ........................... 66
3
(.....)
4 ............................................................................. 68
5.1
. .... 73
5.1.1. . ....... 73
5.1.2. . 3230/2004
..................................................................................................................................... 74
5.2.
. ................................................................................................................................... 96
5.3.
. ........................................................... 99
5 ........................................................................... 103
6.1. ................................................... 106
6.2.
...................................................................................................................... 110
6.3. ....................... 113
6.4.
.............................................. 119
6.5.
..................................................................... 123
6 .......................................................................... 126
....................................................................................................................... 128
.............................................................................................................................. 129
2.1: , ................ 129
2.2
(..) ................................................. 134
2.3
............................................................................... 138
3.1 .. . ............................. 148
4.1 .................................................................................... 152
5.1
........................................................................................................... 166
5.2
(....)....................................... 168
5.3
(...) ................................................................................. 169
5.4
.............................................................. 171
5.5
(.....) ............................. 173
5.6
(...) .......................................................................................................................... 174
5.7. ................................ 175
6.1
.................................. 177
.......................................................................................................................... 186
4
(.....)
3.1:
3.2:
3.3: SWOT
5.1: SWOT
5.2:
5.3:
5.4:
5.5:
5.6: ( )
5.7 : (
)
5.8: (
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5.9: (
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5.10:
5.11:
5.12:
5.13: (13 )
6.1:
5
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2.2:
3.1:
3.4:
3.5: Balanced Scorecard (Kaplan & Norton,
2001)
3.6:
4.1:
4.2:
4.3:
4.4:
5.1:
5.2:
5.3:
5.4:
..
5.5:
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, ..
20
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6. /.10/.20741/23.7.2008
..
1. Government Accountability Office (2007), STRATEGIC PLAN 2007
2012, http://www.gao.gov/sp/d071sp.pdf
2. HM Treasury (2009), Outcome Focused Management in the United
Kingdom, http://www.hm-treasury.gov.uk/psp_index.htm
21
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22
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, , (3) (5) .
( 3.1).
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.
26
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.
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, ,
(Koteen, 1989).
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SWOT,
3.3:
SWOT
(+) (strengths):
(-) (weaknesses):
;
;
;
;
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, ,
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(-) (threats)
;
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27
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( 2003: 106).
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1.
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28
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(. 3.4).
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, /.4/.5270/1.3.2007, 17
29
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,
( 2003: 127).
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.
,
. Johnson, Scholes &
Whittington (2008)
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,
, ,
(Government Accountability Office, 2007; OECD, 2008; HM
Treasury, 2009).
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.
, , (1) .
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(Balanced Scorecard)
(Kaplan & Norton, 2001, 2006).
30
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,
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:
(4) ,
:
1.
(, , ,
),
2.
,
,
3.
,
4.
31
(.....)
(BSC)
(BSC)
(Kaplan & Norton, 2001,
/.4/.5270/1.3.2007):
1 : .
;
2 : . -
()
;
3 : - .
;
4 : .
;
3.5:
Balanced Scorecard (Kaplan & Norton, 2001)
: 15 ..:/.4/.5270/1.3.2007
32
(.....)
(3) :
I.
II.
III.
I.
,
,
(4) : ,
, - . Kaplan
,
.
,
BSC . ,
BSC
/
(Vasilakis, 2008: 683).
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II.
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.
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III.
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34
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IV. - :
1, . 2 .
3230/2004 : /.4/.7323/5.4.2006
,
, ,
.
,
,
. 3230/2004 ..: /.4/.20260/13.9.2006
, .
BSC
BSC
:
BSC
.
BSC :
(4)
Kaplan & Norton,
.
(4)
.
35
(.....)
(bottom up) (top down)
.
BSC.
3.3
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:
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36
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.
,
(, 2007). ,
,
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37
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3
:
. 3230/2004, ,
( 44, , 11.2.2004).
:
1.
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(.3230/2004),
,
2.
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(.3230/2004), ,
1. , . (2003),
Management, ,
2. , . (2007), ,
,
1. Johnson G., Scholes K., Whittington R. (2008), Exploring Corporate Strategy:
Text and Cases, 8th Ed., Prentice Hall
2. Kaplan, R. & Norton, D. (1992), The balanced scorecard measures that drive
performance, Harvard Business Review, January-February, pp.71-79.
3. Kaplan, R. & Norton, D. (1996), Using the balanced scorecard as a strategic
management system, Harvard Business Review, Vol. 74, No. 1, pp. 75-85.
38
(.....)
8.
Kaplan R. & Norton D., (2007), Using the Balanced Scorecard as a Strategic
Management System, Harvard Business Review, July-August pp.150-161
9.
for
IN
Economic
Co-operation
GREECE,
and
Vienna,
Development
Austria
2-3
(2008),
June,
http://www.glk.gr/proypologismos.htm
39
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40
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4.1.
, 80,
,
,
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, . 3230/2004, 1 5
.
,
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, 2009).
41
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.
.
, Peter Drucker,
(Drucker in Ammons, 1996: 10):
, ,
, ,
(standards)
,
.
.
(policy performance),
42
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(management performance)
(Bovaird, 1996: 146).
,
4.1 (Ingraham and Kneedler, 2000: 244-247).
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,
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: Ingraham and Kneedler, (2000: 244)
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(Mackay,
2004: 17, Ammons, 1996: 10-11, General Accounting Office, 1998: 3, Kaplan &
Norton, 1992: 76):
:
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45
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(Ammons, 1995: 38).
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makers) ,
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Hatry (1978: 28),
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46
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4.4
,
. 3230/2004,
(. 4.2):
.
(Wilson &
Game, 1998: 328).
:
,
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.
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, , ... Sanderson (1992: 101)
,
.
48
(.....)
4.2
(Outcomes/Results)
(Accessibility) *
(Appropriateness)
(PERFORMANCE)
(Quality)
(Inputs per unit of output)
4.3
: Industry Commission (1996: 102).
49
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.
(Lonti and Woods, 2008:116-17, Dooren et
al., 2008: 2, Berman, 1998: 55).
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52
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Bouckaert, 2004).
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,
(Bertok et al., 2006: 38).
.
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. :
(Manning, Kraan & Malinska: 2006).
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- performance
indicators) ,
.
, ,
(Local Government Audit
Office, 1998).
(,
)
,
4.4.
53
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4.4:
: (2003)
54
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4.6
3.1,
,
(
):
: , (1999).
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.
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,
(, 1999).
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.
,
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Government Audit Office, 1998).
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.
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56
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.
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18).
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62
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,
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64
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65
.
(-)
, .
4.10
,
.
Smith (1995),
,
8:
(tunnel vision),
1.
, ,
. ,
(
).
2.
(Myopia):
,
.
,
/.4./.7323/5.4.2006
(. 3230/2004),
,
.
(.....)
66
.
3.
(convergence) ,
,
. ,
,
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,
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4.
(gaming):
,
(.. ,
, ...),
.
5.
(ossification):
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.
,
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(.. , ..).
, ,
, (/.4./.7323/5.4.2006)
(
):
,
.
4.1 .
(.....)
67
4
:
1. /.4/.7323/5.4.2006
(.3230/2004),
,
2. /.10/.2813/23.1.2008
, ..
1. (1999),
... : .....
2. . & . (2009),
/ (.
3230/2004), ,
3. N . (2003),
. , : .
1. Ammons,
D.
(1995),
Overcoming the
inadequacies
of performance
(.....)
68
(.....)
69
16. Ingraham, P. & Kneedler, A. (2000), Dissecting the black box: Toward a
model and measures of government management performance Brudney, J. &
O Toole, L. & Rainey, H. (eds.), Advancing public management, New
developments in theory, methods and practice. Washington D.C.: Georgetown
University Press.
17. Kanter, R. & Summers, D. (1994), Doing well while doing good: dilemmas of
performance measurement in nonprofit organizations and the need for a multipleconstituency approach, McKevitt, D. & Lawton, A. (eds.), Public sector
management, theory, critique and practice. London: SAGE.
18. Kaplan, R. & Norton, D. (1992), The balanced scorecard measures that drive
performance, Harvard Business Review, January-February, pp.71-79.
19. Lewis, S., Jones, J. (1990), The use of output and performance measures in
government departments Cave, M. & Kogan, M. & Smith, R. (eds.), Output
and performance measurement in government, The state of the art. London:
Jessica Kingsley.
20. Local Government Audit Office (1998), Performance indicators 1996/97.
London: LGAO.
21. Lonti, Z. & Woods, M. (2008), Towards government at a glance: Identification
of core data and issues related to public sector efficiency, OECD Working
Papers on Public Governance, No. 7, OECD Publishing.
22. Mackay, K. (2004), Two generations of performance evaluation and
management system in Australia, ECD Working Papers Series 11, World Bank,
Washington D.C.
23. Manning, N., Kraan, D.J., Malinska, J. (2006), How and why should
government activity be measured in government at a glance, OECD GOV
Technical Paper 1 (http://www.oecd.org/puma). Paris: OECD.
24. Nash, M. (1983), Managing organizational performance. San Francisco: JosseyBass Inc.
25. Nagel, S. (1998), Public policy evaluation: making super-optimum decisions.
England: Ashgate Publishing.
26. OECD (2003), Country factsheets, GOV/PUMA (2003)13. Paris: OECD.
(.....)
70
(.....)
71
(.....)
72
5.1
.
,
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.
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.
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73
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,
2004, .
,
,
(, 2009).
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,
,
.
5.1.2.
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.
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5.1., 5.2., 5.3., 5.4. & 5.5.),
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, ....., (...).
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, ..).
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74
, (
,
, ),
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(. 5.1).
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,
SWOT ANALYSIS
BUSINESS PLAN
,
,
,
5.1.
: , (2006)
.
(.....)
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76
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,
,
,
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,
5.1.
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77
5.1.
SWOT
: (2007)
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, S.W.O.T.
, 5.2..
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78
5.2.
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&
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.
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.
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79
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81
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: (2007,. 624)
5.2., ,
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.
,
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),
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5.2.
: (2007, . 604)
,
(Balanced Scorecard / BSC),
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,
, .
(.
5.3.).
(.....)
83
BSC
Balanced Scorecard
, , ,
. - . -
83
5.3.
: ., ., . (2009)
... 5.4 5.5.
-
HRM
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179
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, 42, 44
, 50
, 30-35
, 110-127
, 47
, 10
, 10
, 16
. 3230/2004, 11-20, 76
, 47
, 23-24, 78
, 47
, 51
, 25-26
, 30
, 104
, 13-16
, 34
, 29
, 13-16
,
, 36
, 23
(), 123
, 10
, 58
, 123