Performance increasing of the Dusseldorf Turkish General Consulate

Abstract

This study aims to reduce the citizens’ waiting time by increasing employees’ performance in the Turkish General Consulate (TGC). The current waiting time to complete processes for citizens is not satisfactory. Therefore, both the TGC administration and citizens complain about this issue. In this study, the client is the TGC administration. The first step is performance analysis. It includes organizational analysis, environmental analysis, and gap analysis. The first step also includes examining the TGC’s mission, vision, human resources policies, workflow and other aspects. The second step is investigating the gap between current waiting time and ideal waiting time. The third step is finding out the reasons that cause the gap between current and desired performance by implementing cause analysis. The interview questions are based on Gilbert’s Behavior Engineering Model (BEM). Telephone interviews are conducted with 16 employees to collect data. According to findings, the employees perceive the long waiting time as the most critical problem. The factors that cause the long waiting time can be stated as follows: inappropriate physical and psychological work environment, the lack of materials, tools, and time, inadequate financial and non-financial incentives. In this study, human performance technology model’s performance analysis and cause analysis stages are practiced.