Naslov
Comparative analysis of the caf model and the influence on public service quality

Autori
Buntak, Krešimir ; Sesar, Vesna ; Drožđek, Ivana

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
I. International conference, Quality system condition for successfull business and competitiveness, proceedings, Kruševac / Punoševac Zoran, Jelenković Ana, Vesić Ivan - Kruševac : S-print, 2013, 21-31

ISBN
978-86-909341-8-8

Skup
I. International conference, Quality system condition for successfull business and competitiveness, proceedings

Mjesto i datum
Kruševac, Srbija, 28.11.2013. - 30.11.2013

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
public administration ; efficiency and effectiveness ; self-assessment framework ; CAF model ; business excellence

Sažetak
Nowadays public administration is not efficient enough to respond to a political, economical and social challenges. Quantity and information transfer rate clear former boundaries within the public administration was effective. Until recent the relation between citizen as a consumer versus state as a provider was in favor of the state. Today this relation is changing and government has to create services and its supply considering customers need. Accordingly, public administration has to grow constantly and develop towards citizen need satisfaction by providing quality service on time. Public administration has to strive toward excellence. To manage that, government has to introduce mechanisms which will monitor realization of defined goals. This paper gives an comparative analysis of the CAF self assessment model(Common Assessment Framework) in public service. Analysis represents the version of the model and its characteristics from 2006 and new upgraded version of CAF 2013. The use of this model brings to a better public administration activity through a self assessment process and leads toward business excellence. The model itself uses total quality principles and the tendency is to create new public administration culture including stakeholder participation. This new culture is quality oriented and can respond to market challenges and create effective and efficient administrative service.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA