Quality Rhetoric and Citizens' Satisfaction Measurement - Selected Practice of the CAF Instrument in Czech Municipal Public Administration
| Authors | |
|---|---|
| Year of publication | 2008 |
| Type | Article in Periodical |
| Magazine / Source | The International Journal of Knowledge, Culture & Change Management |
| MU Faculty or unit | |
| Citation | |
| Field | Management and administrative |
| Keywords | Public administration reform and modernization; Public management; Quality management; Citizen Satisfaction |
| Description | The movement of quality is visible across European public administrations. The paper discusses approaches to quality management in the Czech public administration. It focuses on selected municipal practice of the Common Assessment Framework (CAF). The paper is based particularly on the analysis of self-assessment reports produced by self-assessment teams of 12 municipalities which implemented the instrument. The analysis focuses on their self-evaluations of CAF 2002s criteria which require practice of participatory decision-making and measurement of citizens/clients satisfaction. The paper was elaborated with the support of the Czech Science Foundation (Grant no. 402/07/1486). |
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