Research Catalog

Improving the quality of East and West European public services

Title: Improving the quality of East and West European public services / edited by Elke Löffler and Mirko Vintar.
Publication: Aldershot, England ; Burlington, VT : Ashgate, ©2004.

Items in the Library & Off-site

Filter by

1 Item

Item details
Status	Format	Access	Call Number	Item Location
Request for On-site Use Request Scan How do I pick up this item and when will it be ready?	Text	Use in library	JS3000 .I46 2004	Off-site

Details

Additional Authors

Description

xiv, 259 pages : illustrations; 24 cm

Summary

Focusing upon the provision of public services in Eastern and Western Europe, these collected papers present a stimulating and challenging set of ideas on public service improvement to an international audience of researchers and practitioners.

Subject

Genre/Form

Conference papers and proceedings

Note

Papers presented at the third meeting of the Working Group on Public Sector Quality, held within the annual conference of the Network of Institutes and Schools for Public Administration in Central and Eastern Europe held in Cracow, Poland, in April 2002.

Bibliography (note)

Includes bibliographical references and index.

Contents

1. The Current Quality Agenda of East and West European Public Services / Elke Loffler and Mirko Vintar -- 2. Aims, Approach and Structure of the Book / Elke Loffler and Mirko Vintar -- 3. Early Experience with Performance Management in Hungary, Albania and Georgia: Assessing its Potential for Local Service Improvement / Katharine Mark and Ritu Nayyar-Stone -- 4. The Effect of Organisational Structures and Cultures on Quality Management in Estonian Local Authorities / Kristiina Tonnisson -- 5. Improving the Quality of Services Delivered in Ireland: Different Approaches to the Challenge of Change / Peter C. Humphreys -- 6. Can Teamwork Improve Public Services? An Empirical Analysis of Two Spanish Public Agencies / Salvador Parrado Diez -- 7. Implementing Quality Management in Service Delivery: Comparing Emerging Lessons in East and West European Countries / Peter C. Humphreys -- 8. Quality Management and the Management of Quality in European Public Administrations / Wouter van Dooren, Nick Thijs and Geert Bouckaert -- 9. Do Western Quality Models Work in CEE Countries? Some Insights from the Hungarian Perspective / Gyorgy Jenei and Laszlo Gulacsi -- 10. Finnish Local Authorities' Experiences with the Use of ISO 9000 / Salme Sundquist -- 11. 'ISO 9001 by Decree': The Latvian Approach to Quality Management in the Public Sector / Iveta Reinholde -- 12. Quality Assurance of Public Administration Programmes in Poland / Witold Mikulowski -- 13. Why Do Belgian Public Agencies Use the Common Assessment Framework (CAF)? / Wouter van Dooren and Steven Van de Walle -- 14. Measuring Local Government Productivity in a Quality-Oriented Environment: Methodology and Policy Implications in the USA and UK / Arie Halachmi and Tony Bovaird -- 15. The Usefulness of Quality Accreditation Systems for Public Service Improvement: Comparing Emerging Lessons in East and West European Countries / Katarina Staronova and Elke Loffler -- 16. The Use of ICT in Polish Local Authorities: Improving the Quality of Local Democracy and Public Services / Marcin Sakowicz -- 17. Benchmarking the Quality of Slovenian Life-Event Portals / Mirko Vintar, Mateja Kunstelj and Anamarija Leben -- 18. A Strategic Approach to Improving Service Quality without High Levels of Stakeholder Ownership: the Case of City of Tallinn / Viola Rea-Soiver -- 19. Citizen and User Participation in the UK: Experiences and Trends / Tony Bovaird and Steve Martin -- 20. Improving Public Services Through E-Government and Citizen Engagement: Comparing Emerging Lessons in East and West European Countries / Tony Bovaird.

ISBN

075463972X
9780754639725

LCCN

2003062724

OCLC

ocm53252887
53252887
SCSB-1330549

Owning Institutions

Princeton University Library