 European Primer on Customer Satisfaction
| Patrick Staes, Nick Thijs, EIPA |
| This publication explains the relevance of customer focus and the role(s) citizens/customers play in public sector management. It gives an overview of different methods and techniques around customer ... |
|
4th Quality Conference - Impact Assessment Study
| Catholic University of Portugal (Porto) |
| ... |
|
Comparative Analysis: Quality Management in Public Administrations of the EU Member States
| Dr Gordana Žurga |
| In February 2008, during its presidency of the Council of the EU, Slovenia started the extensive project of a comparative analysis of quality management in Public Administrations of the EU Member Stat... |
|
An integrated Model for CAF Application in Portugal, May 2004
| Ana Andrade |
| Quality Programme for the Ministry for Social Security and Labour:An integrated Model for CAF Application This is an excerpt of the book Quality Programme for the Ministry for Social Security and... |
|
Quality development in the Norwegian music and art schools
| Even Fossum Svendsen |
| Organisation: Norsk Kulturskoleråd (Norwegian Council for Music and Art Schools )Project: KUP (quality development project in the music and art schools) System: �Kvalitetsutvik... |
|
Quality Management on the European Agenda
| Patrick Staes and Nick Thijs |
| Quality Management on the European Agenda Patrick Staes and Nick Thijs[1] Introduction Quality thinking has undergone an entire evolution, from the mere inspection of products to a... |
|
Study on the use of the Common Assessment Framework in European Public Administrations - Development and Promotion of a Communication Network - May 2005 (doc)
| |
| Français During the Italian Presidency, the European Institute of Public Administration conducted a study on the use of the Common Assessment Framework within the European Public Administrations... |
|
(French Version) Document d’orientation européen sur la gestion de la satisfaction client
| Patrick Staes, Nick Thijs, EIPA |
| ... |
|
Analyse comparative: Gestion de la qualité dans les administrations publiques des états membres européens
|
(Norvegian Version) Europeisk veileder i brukerretting og brukermedvirkning
|
(Polish Version) Zarządzanie Satysfakcją Klienta
|
How to improve processes without creating extra bureaucracy
| Steve Johnson (Steve.Johnson@ir.gsi.gov.uk) |
| The range of public sector organisations adopting the Balanced Scorecard (BSC) continues to increase. Many of these organisations are already experienced users of quality frameworks such as EFQM and a... |
|
Disseminating CAF in Denmark: The Story of the KVIK Project
| Hanne Dorthe Sørensen (HDS@sckk.dk) |
| With the introduction of the new and improved Common Assessment Frame-work (CAF) 2002, during the 2nd Quality Conference for Public Administrations in the EU in October in Denmark, an attractive suppl... |
|
