Quality management is apparently a very frequent denominator of many initiatives of public administration reforms. Its instruments try to address specifics of public administration and attempts to ensure that public services are delivered in a more user-friendly way. Current approaches to quality management requires public administration to develope a culture which enables and facilitates improvements in external as well as internal quality. Still, practices of quality management instruments in public administration lead to discussions about quality of public administration quality management itself and rhetoric referring to aims of continual quality improvement brings questions regarding the quality of methodologies and their practice.
The paper summarizes and discusses issues which international literature emphasizes and author’s own research revealed with regard to self-evaluation instruments that are usually used as first-step instruments of quality management in public administration. It focuses particularly on the Common Assessment Framework (CAF) which have been developed by the European Institute of Public Administration as “an easy-to-use, free tool to assist public-sector organisations across Europe in using quality management techniques to improve their performance... (as) ... a total quality management (TQM) tool which is inspired by the major Total Quality models in general, and by the Excellence Model of the European Foundation for Quality Management (EFQM) in particular” (EIPA, online). The CAF became the self-evaluation instrument which have been mostly used as the first instrument of quality management implementation in Czech territorial self-government. Its approach to implementation show the presence of practices which may contradict principles of quality management as described for example in Gaster and Squire’s concept of quality negotiation in the public sector of which analogies can be found in other concepts like good governance, Denhardt and Denhardt’s New Public Service (2003) etc.
|Keywords:||Public Administration Reform, Public Management, Quality Management, Common Assessment Framework, Self-evaluation|
Expert Assisstant, Department of Public Economics, Faculty of Economics and Administration, Masaryk University, Brno, Czech Republic, Czech Republic
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