ISSN 2409-7616

Dyukova K.V., Zamiralovа E.V.



UDC 338.242.2

Dyukova K.V.1 (Krasnoyarsk, Russian Federation) – E-mail:, Zamiralovа E.V.1 (Krasnoyarsk, Russian Federation) – E-mail:

1Reshetnev Siberian State University of Science and Technology

Abstract. The issues of high-quality provision of state and municipal services in the last decade have arisen especially acutely. The satisfaction of the population with the activities of the state depends on the quality of this type of service. The introduction of a quality management system in accordance with the requirements of GOST R ISO 9001-2015 and taking into account the specifics of the activities of organizations in the social sphere will make it possible to more effectively resolve issues related to the quality of services. Constant monitoring and economic assessment of the organization’s activities contribute to maintaining the quality of services provided at a certain level. The purpose of this study is to conduct an internal audit of the process “Decision making on the provision of social support measures” and its economic assessment. Research methodology: information about the processes of social organization was used as materials for the research. Main methodological directions: process approach; internal process audit; cost model of the process; calculated. Scope: processes of the quality management system of the territorial department of the department of social protection of the population; can be extended to other social institutions. The presented results are new for organizations in the social sphere due to the insufficient elaboration of the application of the process approach when conducting internal audits and the extension of the cost model to the organization’s processes. Main results: an audit of the process “Decision-making on the provision of social support measures” showed that there are violations that affect the assessment of the quality of services provided by consumers – the population. An assessment of the costs of measures to eliminate process inconsistencies showed that the costs of performing the process are high and there is a large share of costs that do not bring value and are in fact the costs of correcting errors in the work of employees of the territorial office. Measures are proposed to improve the quality of the process “Decision-making on the provision of social support measures”.

Keywords: quality management system, cost model of the process, territorial department of social protection of the population, internal process audit, process efficiency, GOST R ISO 9001-2015.


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For citation:

Dyukova K.V., Zamiralovа E.V. Audit and economic assessment of the decision-making process on the provision of social support measures of the department of social protection of the population. CITISE, 2021, no. 2, pp.67-79. DOI: