Ponencia
Total quality management and public administration: the case of Vila Real town hall
Autor/es | Correia, Maria Patrocínia Ferreira Sobrinho
Diniz, Francisco |
Coordinador/Director | Díez de Castro, Enrique Carlos
Brândao, Elísio |
Fecha de publicación | 2005 |
Fecha de depósito | 2018-12-14 |
Publicado en |
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ISBN/ISSN | 84-96378-10-1 |
Resumen | The quality movement is based on a main idea: every good and service must have the maximum
quality. To get to the bottom of this movement one has to understand in the first place the implications
of its assumptions and ... The quality movement is based on a main idea: every good and service must have the maximum quality. To get to the bottom of this movement one has to understand in the first place the implications of its assumptions and how they reflect themselves upon the institutions (Connor, 1997). In most countries, public administration is the economic sector which weights more heavily on employment and also the one which produces more goods and creates more services. Naturally one cannot remain indifferent to this Total Quality Management (TQM) movement in public administration. The Government is aware that "quality is now recognized and accepted worldwide as the client’s satisfaction at an adequate cost and an imperative for all public organizations (…) in view of the public’s and consumers’ growing awareness of their rights.” (DL n.º 166-A/99 de 13 de Maio). In Portugal, public administration faces new and more complex challenges everyday as a result of economic, social and technologic changes the country is going through. Thus it is the aim of the present paper to try and answer some questions, namely: how can the town hall of Vila Real cope with the TQM implementation in a context of change? Are there any obstacles or else favourable conditions to that implementation? |
Cita | Correia, M.P.F.S. y Diniz, F. (2005). Total quality management and public administration: the case of Vila Real town hall. En Cities in competition. XV Spanish-Portuguese Meeting of Scientific Management (487-505), Sevilla: Universidad de Sevilla. |
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