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Technika blueprinting punktem wyjścia dla doskonalenia procesów wewnętrznych przez pryzmat metody bsc. Studium przypadku : proces obsługi administracyjnej studentów

Nowakowska-Krystman A.

Zeszyty Naukowe AON

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2013

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nr 1(90)

172-199

EN

In the subject literature, the auxiliary sectors supporting the main organization’s activity are the elements which do not receive proper attention. The article focuses on the auxiliary process of a higher educational institution (i. e. one of the sectors supporting the didactic process), this is the process of administrative attendance for students. The approach to the problem (research methodology) conditions the received results as well as the implementation of changes in the organization. The article aims at the presentation of administrative attendance for students with the use of blueprinting technique, in order to subsequently suggest possibilities of working out strategic goals and their indicators on the basis of balanced scorecard (BSC). Two perspectives were analyzed i.e. the perspective of internal processes through the perspective of beneficiaries.

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Piąta luka jakościowa i przekroczenia jakościowego punktu krytycznego w aspekcie jakości obsługi administracji studentów

Nowakowska-Krystman A.

Zeszyty Naukowe AON

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2012

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nr 1(86)

215-242

EN

The purpose of the article is to present the results of research conducted on National Defence University students in 2010-2011. The aim of the research was to collect information from students concerning administrative service quality, which is rendered by the university. The technique applied was the questionnaire. The process approach was used in the survey, which means that the following subprocesses make up the administration service process for students: recruitment; accommodation; scholarship request; current administrative service for students; students’ accountancy; administrative support service - information acquisition from the IT system. The Servqual and KCS (Key Success Factors) methods were applied to evaluate the sub-processes in the context of the factors choice. The conclusions were drawn basing on the assumptions, i.e. results achieved from counting the fifth quality gap so the differences in the expected value felt by students in relation to the value of the service received and exceeding the quality critical point, that is, the level below which the university’s image is weakened. The results received belong to the student’s subjective feelings that he or she experiences during the contract in particular sub-processes. The students’ evaluation relating to administrative service was not satisfying. Therefore a deep analysis must be carried out concerning, among others, procedures used by the University in administrative service subprocesses, review of training that the administration service undergoes, experts’ evaluation of IT systems used and critical approach to research methods and techniques applied in the research.

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Kontrola strategii bezpieczeństwa narodowego

Nowakowska-Krystman A.

Studia Bezpieczeństwa Narodowego

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2012

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R. 2, Nr 3

371--401

PL

Strategie przyjmują często postać dokumentów, które są zbiorem pobożnych życzeń. Nie oznacza to, że nie są one właściwe. Jednakże posiadanie dobrej strategii nie jest wystarczającym warunkiem osiągnięcia sukcesu przez organ ją wprowadzający, czyli realizacji założonych w niej celów strategicznych. Potrzebna jest zdolność do rzeczywistej jej implementacji oraz możliwość sprawdzenia, czy rzeczywiście założone cele zostały osiągnięte. W celu dokonania oceny wprowadzenia strategii istnieje potrzeba opracowania mierników, według których się ją przeprowadzi. Wskaźniki te można opracować, wykorzystując metodę Balanced Scorecard (bsc). Metoda ta należy do metod zarządzania strategicznego i obecne jest jedną z najpowszechniej stosowanych w procesie implementacji strategii. Artykuł jest próbą pokazania możliwości jest zastosowania z pomocą przykładu strategii bezpieczeństwa narodowego.

EN

Strategies are frequently presented in the form of documents which are very oft en a set of the so called ‘wishful thinking’. This, however, does not mean that they are improper. Nevertheless, having good strategy is not the precondition for the implementing body to be successful in the realization of the set strategic goals. It is necessary to be able to truly implement the strategy and check if the set goals have been achieved. In order to carry out the assessment of the strategy implementation there is a need to develop measures which constitute the basis for the assessment. The indicators can be prepared with the use of Balanced Scorecard method (BSC). This is one of the methods of strategic management and, presently, is one of the most frequently used in the process of strategy implementation. The article attempts to present the possibilities of its usage through the example of national security strategy.

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Program Studenckiej Akademii Polowej (SAP) jako dodatkowa forma kształcenia na rzecz bezpieczeństwa narodowego : wyniki badań ankietowych

Nowakowska-Krystman A., Stochaj J., Świadek M.

Zeszyty Naukowe AON

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2008

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nr 2(71)

280-288

EN

The aim of the article is to assess students’ needs in the area of additional education for national security. The article is a continuation of Aneta Nowakowska- Krystman’s paper entitled “Students' Field Academy as an Additional Form of Education for National Security ” presented at the conference “National Security in the 21st Century from the Youth's Point of View”. Basing on this report, 231 randomly chosen National Defence University (AON) students were surveyed in March 2008.