engleski

Effective Implementation of a Quality Management Policy in Public Administration: Experiences from Spain and Lessons for Croatia

The aim of the paper is to determine institutional and other mechanisms which affect the effective implementation of a quality management policy in public administration, and to draw some lessons for Croatia on the basis of Spanish experience. The mechanisms of the Centre of Government which may foster a particular policy are discussed, and research is carried out on the policy of quality management in Spanish public administration. The study is based on desk research and an interview conducted at the Spanish Agency for the Evaluation of Public Policies and Quality of Services – AEVAL. Croatia is a beginner in the field and lacks some basic institutions required for the horizontal implementation of this policy at the central level. The paper proposes that the following be ensured: institutional support, voluntary implementation of QM systems and tools, network cooperation, regular citizen satisfaction surveys and a citizen-oriented culture, and effective monitoring of performance targets.

quality management, public administration, Croatia, Spain, implementation

nije evidentirano