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- Title
The role of customer orientation in improving services in public administration.
- Authors
Ludwiczak, Anna
- Abstract
The article presents the problem of improvement in public administration offices in one of the most important current principles of quality management - customer orientation in the context of the functioning of these units in quality management systems compliant with the requirements of BS EN ISO 9001:2009. The results of the author's research in the use of this orientation in selected government offices are presented. The article explores the deficiencies that occur in the offices surveyed in this respect and presents examples of possible methods and tools for the study of the needs, requirements and expectations of customers and techniques for the measurement of their satisfaction that may be used in public administration
- Subjects
CUSTOMER orientation; PUBLIC administration; TOTAL quality management; CUSTOMER satisfaction; GOVERNMENT agencies; PROCESS control systems
- Publication
Management (1429-9321), 2014, Vol 18, Issue 1, p356
- ISSN
1429-9321
- Publication type
Article
- DOI
10.2478/manment-2014-0026