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

Jasmina Džinić orcid id ; Pravni fakultet Sveučilišta u Zagrebu

Puni tekst: engleski pdf 148 Kb

str. 639-664

preuzimanja: 717



The aim of the paper was to determine institutional and other mechanisms which affect the effective implementation of a particular policy, and to draw some lessons for Croatia on the basis of Spanish experience in the implementation of a quality management policy in public administration. To this end, the mechanisms of the Centre of Government which may foster a particular policy were discussed and research was carried out on the quality management policy 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. The paper analyses Spanish experiences in quality management policies, models, and practices in public administration in order to make some proposals for the effective development and implementation of a policy on quality management in Croatian public administration. Following a brief description of Croatian practices in quality management and plans to make further improvements, four of the most frequently implemented quality management instruments in Spain are analysed; namely, citizen satisfaction surveys, public service charters, quality evaluation conducted according to specific models, and quality awards. Furthermore, the institutional and regulatory framework for quality management in Spanish public administration is presented. Taking into consideration Spanish experiences, some lessons are proposed for the successful implementation of a quality management policy in Croatian public administration.

Ključne riječi

quality management, public administration, Croatia, Spain, implementation

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Podaci na drugim jezicima: hrvatski

Posjeta: 1.501 *