"Process Improvement Project" was launched between the Ombudsman Institution (KDK) and TÜBİTAK Turkey Industrial Management and Management Institute (TÜSSİDE). The signing ceremony of the project was attended by Minister of Industry and Technology Mustafa VARANK, Chief Public Ombudsman Şeref MALKOÇ, Deputy Minister of Industry and Technology Mehmet Fatih KACIR, TÜBİTAK President Prof. Dr. It was held with the participation of Hasan MANDAL, TÜBİTAK TÜSSİDE Director İsmail DOĞAN and Ombudsman Institution General Secretary İbrahim KILINÇ.
Purpose and Scope of the Project
The Ombudsman Institution (KDK) was established in 2010 with the task of examining and investigating all kinds of actions and transactions, attitudes and behaviors of the administration in terms of compliance with law and equity within the understanding of justice based on human rights, and making recommendations to the administration.
In order to better manage the processes in which it accepts, evaluates and decides on complaint applications, the Institution will carry out the "Process Improvement Project", which is expected to last 7 months, with the Turkish Industrial Management and Management Institute (TÜSSİDE).
The aim of the project is to improve the main complaint review process of the Ombudsman Institution, determine the workload in line with the current and proposed process activity steps, and analyze and evaluate the types of decisions made as a result of reviewing complaint applications.
Within the scope of the project, it is aimed to review the existing complaint process, examine good practice examples, process improvement and design, and analyze application files. The details of the activities to be carried out are as follows:
- Current situation analysis: KDK's basic statistics, legislation, and examples of foreign equivalent institutions regarding the complaint process will be evaluated under this topic.
- Corporate development and change training: KDK employees will be given a 2-day training focused on change management at TÜSSİDE.
- Complaint review detailed process and workload analysis: The map of the complaint process, which is the basic process of the institution, will be presented in full detail, the data of the process will be analyzed, areas open to improvement will be determined and the workload of the current process will be defined.
- Process improvement: In order to better manage the analyzed complaint process, improvement suggestions (short-term, medium-term, long-term) for areas open to improvement will be determined and short-term suggestions will be implemented. A map of the improved process and performance indicators will be created and tested in two complaint files.
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