Open Access

Promotion Of Quality Management In Public Administration - The Approach Of Czech Central Government

   | Feb 10, 2011

Cite

BEAM, G. (2001). Quality Public Management - What It Is and How It Can Be Improved and Advanced. Illinois: Burnham Inc., Publishers.Search in Google Scholar

CADDY, J., VINTAR, M. (2004). Building Quality into Public Administration. In Caddy, J., Vintar, M. (Eds.), Building better quality administration for the public: Case studies from Central and Eastern Europe. Slovakia: NISP Acee.Search in Google Scholar

DENHARDT, J., V., DENHARDT, R., B. (2003). The New Public Service - Serving, not Steering. New York: M. E. Sharpe.Search in Google Scholar

EIPA. (2002). CAF Brochure - 2002. Retrieved March 23, 2006 from http://www.eipa.eu/CAF/Brochure/CAF2002_Eng.pdfSearch in Google Scholar

EIPA. (2003). Study on the use of the Common Assessment Framework (CAF) in European Public Administrations. Retrieved August 25, 2008 from http://www.eipa.eu/CAF/Articles/CAF_ENG_DG.pdfSearch in Google Scholar

EIPA. (2005). Study on the use of the Common Assessment Framework in European Public Administrations. Retrieved August 25, 2008 from http://www.eipa.eu/CAF/Articles/CAFpublication_2005_EN_V01_7dec05.pdfSearch in Google Scholar

EIPA. (2006). CAF Brochure - 2006. Retrieved August 25, 2008 from http://www.eipa.eu/CAF/CAF_2006/Brochures/English_2006.pdfSearch in Google Scholar

eSTAT. (2007). Smart Administration - reforma nebo jen pozlátko pro evropské úředníky?. Retrieved May 5, 2010 from http://www.estat.cz/smart-administrationreforma-nebo-jen-pozlatko-pro-evropske-uredniky2.htmlSearch in Google Scholar

FEJTEK, P. (2009). Byrokratická zátěž občanů: Přístupy k jejímu měření a snižování. In Veřejná správa, vol. 6, Ministerstvo vnitra. Pp. 14, 16 - 17.Search in Google Scholar

FLYNN, N. (2002). Public Sector Management. Essex: Pearson Education Limited.Search in Google Scholar

GASTER, L., SQUIRES, A. (2003). Providing Quality in the Public Sector. Maidenhead: Open University Press.Search in Google Scholar

HUGHES, O. E. (2003). Public Management and Administration - An Introduction. New York: Palgrave MacMillan.Search in Google Scholar

HUMPHREYS, P. C. Improving the Quality of Services Delivered in Ireland: Different Approaches to the Challenge of Change. In Löffler, E., Vintar, M. (Eds.), Improving the Quality of East and West European Public Services. Aldershot: Ashgate Publishing. Pp. 57 - 71.10.4324/9781351155922-5Search in Google Scholar

LÖFFLER, E. (2002), Defining and Measuring Quality in Public Administration. In Caddy, J., Vintar, M. (Eds.), Building better quality administration for the public: Case studies from central and Eastern Europe. Bratislava: NISP Acee 2002. Pp. 15 - 34.Search in Google Scholar

LÖFFLER, E., PARRADO, S., ZMEŠKAL, T. (2007). Improving customer orientation through service charters. Ministerstvo vnitra ČR and OECD.Search in Google Scholar

LÖFFLER, E., VINTAR, M. (2004). The Current Quality Agenda of East and West European Public Services. In Löffler, E., Vintar, M. (Eds.), Improving the Quality of East and West European Public Services. Aldershot: Ashgate Publishing. Pp. 3 - 19.Search in Google Scholar

MILAKOVICH, M. E. (1995). Improving Service Quality - Achieving High Performance in the Public and Private Sectors. Florida: St. Lucie Press, Inc.Search in Google Scholar

NENADÁL, J. et al. (2004). Měření v systémech managementu jakosti. Praha: Management Press.Search in Google Scholar

PŮČEK, M. et al. (2005a). Měření spokojenosti v organizacích veřejné správy - soubor příkladů, Praha: Ministerstvo vnitra ČR.Search in Google Scholar

PŮČEK, M. et al. (2005b). Jak efektivně uplatnit CAF v samosprávných úřadech. Praha: Národní politika podpory jakosti.Search in Google Scholar

PŮČEK, M., KOCOUREK, S. et al. (2004). Řízení procesů výkonu státní správy. Praha: Ministerstvo vnitra ČR.Search in Google Scholar

SCHNEIDER, B., WHITE, S. (2004). Service Quality - Research Perspectives. California: Sage Publications, Inc.Search in Google Scholar

ŠPAČEK, D. (2007a). Common Assessment Framework: potential and factual issues in the Czech administrative practice. Organizaciju vadyba: sisteminiai tyrimai, vol. 43. Pp. 163 - 182.Search in Google Scholar

ŠPAČEK, D. (2007b). Sebehodnocení podle CAF a vyhodnocování spokojenosti klientů veřejné správy. In Škarabelová, S. (Ed.), Problematika zabezpečování veřejných služeb. Brno: Masarykova univerzita, Ekonomicko-správní fakulta. Pp. 156-165Search in Google Scholar

ŠPAČEK, D. (2009). Czech POINTS - The Czech Showcase?. In State and Administration in a Changing World. Bratislava: NISP Acee, 27 pages.Search in Google Scholar

ŠPAČEK, D., NUNVÁŘOVÁ, S. (2009). Quality Management and Citizens' Satisfaction - Selected Practice of Czech Public Administration. In State and Administration in a Changing World. Bratislava: NISP Acee, 24 pages.Search in Google Scholar

ŠPAČEK, D., ŠPALEK, J. (2007). Communication and Electronic Public Administration: Some Issues in the Context of the Czech System of Public Administration. In Nemec, J. (Ed.). Lessons and Recommendations for Improvement: Central and Eastern European Public Administration and Public Policy, Bratislava: NISP Acee. Pp. 217 - 238.Search in Google Scholar

ZEITHAML, V. A., PARASURAMAN, A. (2004). Service Quality. Cambridge, Massachusetts: Marketing Science Institute.Search in Google Scholar

eISSN:
1804-1663
ISSN:
1213-2446
Language:
English
Publication timeframe:
4 times per year
Journal Subjects:
Business and Economics, Political Economics, Economic Theory, Systems and Structures