Doskonalenie usług administracyjnych

• Autorzy: Bugdol M.

Warianty tytułu

EN

Upgrading of administrative services level

• Języki publikacji: PL

Abstrakty

EN

On the basis of his own survey, carried out in 14 offices of governmental agencies, the author draws conclusions on the quality of public services offered. He goes on to present the available social and organisation options of upgrading the level of administrative services. Those he considers to include the need to introduce competition elements, a fully process-based approach, limitation of the discretionary aspects of administrative services, standards of customer relations and new social roles.

Słowa kluczowe

PL

doskonalenie usług; administracja publiczna

EN

public service; public administration; administrative service

• Wydawca: Wydawnictwo SIGMA-NOT
• Czasopismo: Problemy Jakości
• Rocznik: 2008
• Tom: R. 40, nr 2
• Strony: 8--10
• Opis fizyczny: Bibliogr. 6 poz.

Twórcy

autor

Bugdol M.

Bibliografia

• 1. Belgrave I. (1995) Providing a world-class customer sernice, Australian Journal of Public Administration, nr 3 (94), s. 310-317
• 2. Foster-Fishman R, Keys Ch. B. (1995) The inserled pyramid: How a well meaning attempt to initiate employee empowerment ran afoul of the culture of a public bureaucracy, Academy of Management Proceedings,nr 5, s. 364-368
• 3. Gilliatt S., Fenwick J., Alford D. (2000). Public Services and the Consumer Empowerment or Control? Public Administration, Nr 34(3), s. 333-349
• 4. Mabey Ch., Skinner D.(1998) Empowerment in an executive agency? A grass-roots assessment of strategie intent, International Journal of Public Sector Management, nr.,11(6),s. 494
• 5. Lewis B.R. (2005) Managing Servicc Quality in Managing Quality, ed. Dale B.G". Blackwell Business ,Oxford, s. 183-184
• 6. Sztompka P.(2007) Zaufanie fundamentem społeczeństwa, Znak, Kraków, s. 65