Using benchmarking to improve quality management in city councils in Poland in the light of empirical research
Journal Title: International Journal of Contemporary Management - Year 2012, Vol 11, Issue 3
Abstract
Local government authorities are increasingly turning to methods and management tools based on the quality concept. This is due to the increasing interest in improving the efficiency and effectiveness of public institutions. Many city councils in Poland implement a quality management system ISO 9001, using both at the same time the obligatory form of their own organization (under the rules) that are improving, as well as optional ones. One of such optional ways to improve local government functioning is taking part in benchmarking projects. In this context the aim of this paper is to identify what factors determine the greatest opportunity to improve the quality management systems in city councils. Specific objectives relate to indicate the role of benchmarking in the improvement of quality management systems. The empirical part of the paper is based on a survey carried out in 2008 on a comprehensive sample of city councils in Poland, which implemented the ISO 9001 system.
Authors and Affiliations
Urszula Kobylińska, Ewa Glińska
Keywords
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- EP ID EP58164
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