Quality Management and Citizens' Satisfaction - Selected Practice of Czech Public Administration
| Authors | |
|---|---|
| Year of publication | 2009 |
| Type | Article in Proceedings |
| Conference | State and Administration in a Changing World |
| MU Faculty or unit | |
| Citation | |
| Field | Management and administrative |
| Keywords | quality management; citizens satisfaction |
| Description | The first part of the paper summarizes the specifics of quality in public administration. The second part introduces reflections of quality management in Czech public administration reform (within its policy context), and in real administrative practices of territorial self-governments which have been implementing various quality management instruments apparently more intensively than the central administration level. The research, the partial results of which are proposed for presentation and elaboration in the paper, is carried out within the framework of the project of the Czech Science Foundation no. 402/07/1486 "Measurement of Citizens' Satisfaction with Public Sector Services as Integral Part of Quality Management in Public Sector Organizations". |
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