Best practice Cases of the 4th Quality Conference for Public Administration in the EU

Focus on the customer: changing business processes in the administration of the DLR

Country:	Germany
Organisation:	The German Aerospace Centre
www homepage:	www.dlr.de
Contact person:	Manfred J. Senden
Address:	Linder Höre, 51147 Köln
E-mail:	Manfred.Senden@dlr.de
Phone:	0049/ 2203-6013215
Fax:
Level:	Federal
Sector:	General administration

Short description of the case:

Business processes have been thoroughly transformed to introduce horizontal process management geared to generating revenue. Thus, rationalisation potentials have been opened up and costs reduced. The restructuring of a major state-funded research center to become a business which is able and prepared to hold its ground on the market has been excellent. The high professionalism in the administrative area makes it possible to manage both the restructuring process and future operations. The close co-ordination of business processes and quality management facilitates a critical review of processes and the division of responsibilities to improve the structure as a whole.

Main feature of the case:

- Developing and managing processes

- Innovation and implementing change

Key words:

Transformation of business processes; introduction of horizontal process management; rationalisation potentials and costs reduction

Further information:

Long case description (PDF-form)
Case presentation (PDF-form)