Quality Rhetoric and Citizens' Satisfaction Measurement - Selected Practice of the CAF Instrument in Czech Municipal Public Administration

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Název česky Rétorika kvality a měření spokojenosti občanů - vybraná praxe CAFu v české municipální veřejné správě
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ŠPAČEK David

Rok publikování 2008
Druh Článek v odborném periodiku
Časopis / Zdroj The International Journal of Knowledge, Culture & Change Management
Fakulta / Pracoviště MU

Ekonomicko-správní fakulta

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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