PL EN


2012 | 1 | 3 | 451-461
Article title

Jakość usług i dobre praktykiw administracji publicznej

Selected contents from this journal
Title variants
EN
QUALITY OF SERVICES AND GOOD PRACTICES IN PUBLIC ADMINISTRATION
Languages of publication
PL
Abstracts
EN
The aim of implementing Total Quality Management to the public administration is to support the institutions of this sector so that quality of services provided to the customers – the citizens – were constantly improved. In this respect, taking ad-vantage of best practices applied in other offices may be helpful, even those of ISO standards. They became more and more essential as a form of work improvement of local and central government administration. These ISO standards unfortunately are not the medicine for office management improvement, but their formal character can facilitate some solutions. Introducing ISO norms in the office can be a proper start for wider models usage based on Total Quality Management. The CAF model (Common Assessment Framework) based on model of superiority EFQM (European Foundation for Quality Management) and adjusted to specific features of public administration seems to be a good tool in improving the quality and in collecting of good practices. The regional development programs of public administration are being more and more widely implemented too. Applying each of methods leads to the constant improvement of the service quality in public administration. But it can be possible if the administrative offices may be regarded as organizations that provide services to the external and internal clients.
Year
Volume
1
Issue
3
Pages
451-461
Physical description
Contributors
  • Katedra Zarządzania, Uniwersytet Łódzki
References
Document Type
Publication order reference
Identifiers
YADDA identifier
bwmeta1.element.desklight-f5b27a76-8ee7-47b3-acd5-7f03063cb7c6
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