Nástroje řízení kvality ve veřejné správě

Abstract

The Diploma thesis theoretically defines Public Administration, including its structure and legal constitution. This thesis closely defines management in public administration and individual management approaches. Also deals with the definition of quality, quality management in public administration and concept of Total Quality Management. Actual quality management in public administration and its development after 1989 is described in terms of Czech Republic. The Diploma thesis characterizes the selected ways which increases quality of public administration, namely standards ISO 9000, EFQM Excellence Model, Benchmarking, Common Assessment Framework, Local Agenda 21, the Balanced Scorecard and Environmental Management and Audit Scheme. Last but not least, the thesis evaluates ways of using quality management in selected countries of the European Union on the basis of the survey. However, the majority of the survey deals with the Common Assessment Framework model.