Quality Rhetoric and Citizens' Satisfaction Measurement - Selected Practice of the CAF Instrument in Czech Municipal Public Administration
| Název česky | Rétorika kvality a měření spokojenosti občanů - vybraná praxe CAFu v české municipální veřejné správě |
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| Autoři | |
| Rok publikování | 2008 |
| Druh | Článek v odborném periodiku |
| Časopis / Zdroj | The International Journal of Knowledge, Culture & Change Management |
| Fakulta / Pracoviště MU | |
| Citace | |
| Obor | Řízení, správa a administrativa |
| Klíčová slova | Public administration reform and modernization; Public management; Quality management; Citizen Satisfaction |
| Popis | The movement of quality is visible across European public administrations. The paper discusses approaches to quality management in the Czech public administration. It focuses on selected municipal practice of the Common Assessment Framework (CAF). The paper is based particularly on the analysis of self-assessment reports produced by self-assessment teams of 12 municipalities which implemented the instrument. The analysis focuses on their self-evaluations of CAF 2002s criteria which require practice of participatory decision-making and measurement of citizens/clients satisfaction. The paper was elaborated with the support of the Czech Science Foundation (Grant no. 402/07/1486). |
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