Problematika zvyšování kvality ve veřejné správě s přihlédnutím ke zkušenostem se zaváděním ČSN EN ISO 9001 na Magistrátě města Mostu

Abstract

The theme of the thesis "The Issue of Public Administration Quality Improvement vis-a-vis Circumstances of Implementing the Standard ČSN EN ISO 9001 at the Municipal Council of the City of Most" is to analyze ways and possibilities that can lead to quality improvement of public administration in relation to citizens, to compare the satisfaction or dissatisfaction with the provided services before and after the introduction of ISO 9001 and assess the effectiveness of the system implementation. The first part is devoted to the basic characteristics of public administration, an explanation of some terms related to this issue. In the next part are explained the basic concepts of quality management there are mentioned selected tools for quality management in public administration. The final part describes the process of introduction of ISO 9001 at the Municipal Council of the City of Most and the evaluation of changes after the certification system in the municipality of activity occurred.