This book has its origins in the research and debates of the NISPAcee Working Group on Better Quality Administration. The co-ordinated programme of research, whose results are presented in this book, was launched in recognition of the need for sound comparative research on the introduction of quality measures to public administration in Central and Eastern Europe. Not only because these issues are now beginning to appear on government agendas across the region. But also because exchange of experience and learning is an integral element of successful quality initiatives. This collaborative research programme, involving as it has experts from a wide range of countries, testifies to the feasibility and fruitfulness of sharing policy lessons across national borders.
The book addresses both the theory and practice of quality in public administration, as such it may prove useful to government practitioners, trainers and pinion makers
The volume seeks to cover a wide range of issues in a concise manner and is structured into four main sections for ease of reference: Basic concepts, Methods and approaches, Country case studies and Policy guidelines.

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Contents

Preface ........................... ........................ ............. ........................ ................... 5

SECTION 1: Introduction and Basic Concepts

Building Quality into Public Administration

Joanne Caddy and Mirko Vintar ............................................ ............... 9

Defining and Measuring Quality in Public Administration

Elke Loffler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

SECTION 2: Methods and Approaches for Quality in

Public Administration

EFQM and its Application in Central and Eastern Europe

Tomasz Szejner .................................................................................... 38

Applying Quality to Public Administration in Practice ,

Presentation of the Common Assessment Framework

(CAF)

Dag Str¢msnes ...................................................................... ................ 53

Quality Management in the Public Sector Through the

Common Assessment Framework C CAF)

Helfried Bauer ...................................................................................... 62

Obstacles to Implementing TQM in Public Organisations

Zdravko Pecar, Dr. Vladislav Rajkovic and

Ivan Bratko . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Developing Best Practice in Quality Customer Service

(QCS): The Irish Public Service Experience

Peter C. Humphreys .............................................................................. 85

SECTION 3: Country Case Studies in Building Quality

Public Administration

Comparing Local Government Performance - CrossNational

Experiences and Perspectives

Bruno Lauritzen ................................................................................. 102

Introducing the Quality Management System: The Latvian Case

Iveta Reinholde . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

Civil Servant Training Strategy as a Precondition for

Improving the Quality of Public Administration: the

example of Lithuania

Eugenijus Chlivickas) Kristina Marceliene and

Raimonda Vaitenkovaite .................................................................... 124

Public Perception of Local Governments in Poland

Pawel Swianiewicz . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

Performance Management System of Public and Private

Sector Organizations in Russia: Comparative Research

Tatiana V Zaytseva ........................................................................... 1 73

The Experience of Local Governments in Slovakia with

Communicating with the Public on Public Services

Quality Issues

Magdalena Berndtovd . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

Influences of Information Technology on The Quality of

Public Services

Mateja Kunstelj) Anamari.fa Leben and Mirko Vintar ...................... 199

A warding Innovation in Government: US - Ukraine

Comparative Case Study

Natalia Parasyuk and Anatoliy Chemerys ........................................ 219

SECTION 4: Policy Guidelines for Central and Eastern

Europe

Policy Guidelines for Achieving Quality in Practice

Joanne Caddy and Mirko Vintar ....................................................... 233