Jakość usług i dobre praktykiw administracji publicznej

• Authors: Grażyna Broniewska

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.

Keywords

EN

QUALITY; PUBLIC ADMINISTRATION; GOOD PRACTICES

• Publisher: Wydział Zarządzania - Uniwersytet Gdański
• Journal: Zarządzanie i Finanse
• Year: 2012
• Volume: 1
• Issue: 3
• Pages: 451-461

Contributors

author

Grażyna Broniewska

• Katedra Zarządzania, Uniwersytet Łódzki