Publication details
Sebehodnocení podle CAF a vyhodnocování spokojenosti klientů veřejné správy
| Title in English | Selfassessment based on the CAF and evaluation of satisfaction of public administration's clients |
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| Authors | |
| Year of publication | 2007 |
| Type | Article in Proceedings |
| Conference | Problematika zabezpečování veřejných služeb |
| MU Faculty or unit | |
| Citation | |
| Field | Management and administrative |
| Keywords | quality management; CAF; public management |
| Description | The article introduces the approach of 5 regional offices to evaluation of satisfaction of their clients. It is based particularly on the analysis of self-assessment reports that have been produced by them for the purposes of the Common Assessment Framework instrument. The analysis focuses especially on criteria that relate to the management of relationships with stakeholders (sub-criteria 1.4, 2.1, 4.2 and 5.2) and to the evaluation of their satisfaction (sub-criteria 6.1 and 6.2). |
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