ŠPAČEK, David. Quality Rhetoric and Citizens' Satisfaction Measurement - Selected Practice of the CAF Instrument in Czech Municipal Public Administration. The International Journal of Knowledge, Culture & Change Management. Australia: Common Ground Publishing, 2008, 8/2008, No 10, p. 89-106. ISSN 1447-9524.
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Basic information
Original name Quality Rhetoric and Citizens' Satisfaction Measurement - Selected Practice of the CAF Instrument in Czech Municipal Public Administration
Name in Czech Rétorika kvality a měření spokojenosti občanů - vybraná praxe CAFu v české municipální veřejné správě
Authors ŠPAČEK, David (203 Czech Republic, guarantor).
Edition The International Journal of Knowledge, Culture & Change Management, Australia, Common Ground Publishing, 2008, 1447-9524.
Other information
Original language English
Type of outcome Article in a journal
Field of Study 50600 5.6 Political science
Country of publisher Australia
Confidentiality degree is not subject to a state or trade secret
RIV identification code RIV/00216224:14560/08:00025052
Organization unit Faculty of Economics and Administration
Keywords in English Public administration reform and modernization; Public management; Quality management; Citizen Satisfaction
Tags Citizen Satisfaction, Public Management, quality management
Tags Reviewed
Changed by Changed by: doc. Ing. David Špaček, Ph.D., učo 77120. Changed: 8/4/2009 13:37.
Abstract
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).
Abstract (in Czech)
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).
Links
GA402/07/1486, research and development projectName: Měření spokojenosti občanů s veřejnými službami jako součást řízení kvality v organizacích veřejného sektoru
Investor: Czech Science Foundation, Measurement of Citizens Satisfaction with Public Sector Services as Integra Part of Quality management in Public Sector Organizations
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