Implementation of Quality Principles for Public Services Providing

Abstract

Increasing the quality of production belongs to management goals of every company, be it quality of products or services. Higher quality of production is reflected in e.g. obtaining competitive advantage on the market or as effective area administration, returning customer or a citizen satisfied with public administration services etc. Management therefore strives for higher quality and resulting financial as well as non-financial profitability. The request for quality improvement is a part of defined standards, complex methods and tools for quality management. Public administration needs to be perceived from two angles, on one hand it is public administration as a whole, on the other hand it consists of particular organizations and their services. If we view public administration as a whole, the requirement for quality improvement and quality methods implementation is declared by strategic documents or presented within the "National Conference of Quality in Public Administration". From the viewpoint of public administration as a set of partial (smaller) organizations, the requirement for quality is often declared but not supported by system approach. This paper deals with implementation of quality principles in providing public services by partial organizations of public administration.