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Development of Quality Management in Public Administration of the Republic of Slovenia - A Case Study


Affiliations
1 Leader of the Quality Committee, Ministry of Public Administration of the Republic of Slovenia, Ljubljana, Slovenia and Vice Dean for Quality at the Faculty of Organisation Studies, Novo mesto, Slovenia
     

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In the paper, development of quality management in public administration in Slovenia is presented - the context and main characteristics. General approach as the combination of 'top down' and 'bottom up' approaches is explained, with four areas of activities presented more in detail: Common Assessment Framework - CAF, customers and employees satisfaction surveys, training, and annual quality conferences, with emphasized importance of networking and co-operation. Since the late 1990s, when a systematic approach in this respect was initiated, important developments have been

Keywords

Quality, Quality Management, Quality Public Services, Public Management, Slovenia, EU.
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  • Development of Quality Management in Public Administration of the Republic of Slovenia - A Case Study

Abstract Views: 208  |  PDF Views: 0

Authors

Dr. Gordana Zurga
Leader of the Quality Committee, Ministry of Public Administration of the Republic of Slovenia, Ljubljana, Slovenia and Vice Dean for Quality at the Faculty of Organisation Studies, Novo mesto, Slovenia

Abstract


In the paper, development of quality management in public administration in Slovenia is presented - the context and main characteristics. General approach as the combination of 'top down' and 'bottom up' approaches is explained, with four areas of activities presented more in detail: Common Assessment Framework - CAF, customers and employees satisfaction surveys, training, and annual quality conferences, with emphasized importance of networking and co-operation. Since the late 1990s, when a systematic approach in this respect was initiated, important developments have been

Keywords


Quality, Quality Management, Quality Public Services, Public Management, Slovenia, EU.



DOI: https://doi.org/10.17010/pijom%2F2011%2Fv4i10%2F62622