Quality Management and Citizens' Satisfaction - Selected Practice of Czech Public Administration

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Authors

ŠPAČEK David NUNVÁŘOVÁ Svatava

Year of publication 2009
Type Article in Proceedings
Conference State and Administration in a Changing World
MU Faculty or unit

Faculty of Economics and Administration

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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