Publications / Monographs
Building Better Quality Administration for the Public: Case Studies from Central and Eastern Europe
Joanne Caddy, Mirko Vintar
Date: 2002
ISBN: 80-89013-07-4
Publisher:
Price: 0 €(+ mailing costs)
Order contact: Hardcopy not available
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.
Price details:
10 EUR (plus postage)
Free of charge only for NISPAcee members institutional and associate ones members (3 copies)
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
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
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