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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 Labour:
An integrated Model for CAF Application published, in Portugal, May 2004.
INTRODUCTION
Aware of the importance of quality management as a means to improve public services, a quality programme was established for a whole Ministry.
The Main goal of the Quality Programme is to promote quality management as a way towards Excellence in an innovative approach to Benchmarking and to the developing of partnerships leading to:
To coordinate, design and develop the programme, a working group was created. In the initial phase of the programme, CAF was applied to 17 organizations of the Ministry in order to obtain a diagnosis and to identify strengths and areas for improvement and to define important actions to be undertaken.
  Customer orientation;
  Maximization of resources;
  Reducing costs arising from non quality;
  Top management commitment to Quality Management;
  Answering to the needs of internal clients, customers and all of those that have interests in the organizations;
  Improving the service delivery to citizens;
  Answering to the real needs of society.
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