Wybrane aspekty zarządzania jakością w administracji publicznej

Abstract

The aim of implementing Total Quality Management to the public administration is to support the institutions of this sector so that quality of services provided to the customers – the citizens – were constantly improved. The problems of implementation of ISO 900 standards which became more and more essential as a form of work improvement of local and central government administration were pointed out in the article. But the CAF model (Common Assessment Framework) based on model of superiority EFQM (European Foundation for Quality Manage- ment) and adjusted to specific features of public administration seems to be a better tool in improving the quality. Applying each of methods leads to the constant improvement of the service quality in public administration. The questions arise on the satisfaction of the customer-citizen and the role of not only clerks but also citizens in this process. Therefore, in the article the question is posed if this purpose will be achieved better through certification or without it