Quality in Public Administration

1) Introduction to of quality management – terms, development.
2) National Quality Policy - programs, objectives, evaluation.
3) Total Quality Management – development, principles, requirements and tools.
4) Quality Management in Public Administration - development, models, methods and trends.
5) Process Management in Public Administration - ISO 9000. Customer in Public Administration.
6) Case Study - ISO 9001 in selected the office.
7) Strategic Management in of Public Administration - Balanced Scorecard.
8) Case Study - Balanced Scorecard.
9) Models and tools improve the quality of life for the citizens of municipalities and regions - MA 21.
10) Benchmarking in Public Administration.
11) Case Study – benchmarking.
12) Model Common Assessment Framework.
13) Case Study - Model Common Assessment Framework.