Evaluace komplexního managementu kvality městského úřadu

Abstract

This diploma thesis focuses on the evaluation of total quality management in the conditions of a municipal office, using the CAF (Common Assessment Framework) model. The selected case study is the Municipal Office in Paskov, which has not yet implemented any formal quality management method. The aim of the thesis is to assess the current state of quality and performance management at the office, identify weaknesses using SWOT analysis and a structured employee survey, and to propose a set of improvement measures. The results demonstrate that even a smaller local government office can effectively use the CAF model for systematic development, process optimization and better service delivery. The findings and methodology may serve as inspiration for other municipalities of similar size and contribute to fulfilling the strategic goals of the Client-Oriented Public Administration 2030 Concept.