A Knowledge – based Decisional System for the Service Quality Improvement in Organizations

This paper focuses on a knowledge – based decision system for human resource management within public administrations, with the aim of improving the service quality. In particular, the construction of decision rules for a generic public administration considers a Skill Gap Analysis among real and ideal workers competence profiles. The procedure foresees the following steps: an analysis of organograms and Job Descriptions; a Knowledge, Skills, Attitudes (KSA) model for Job Descriptions; use of an analyser to transform KSAs of Job Descriptions into an ISFOL – ISTAT model, with integrations of other characteristics; use of a parser to extract information from Curricula Vitae according to the ISFOL – ISTAT KSA model. Finally, a comparison step is useful to understand if employees perform roles, which are coherent with their real profiles. A first experiment allows to test the proposed approach, showing that discrepancies occur in profile choices and confirming what really happens in public administrations.