Calidad en ucrania

CENTRAL EUROPEAN UNIVERSITY CENTER FOR POLICY STUDIES

OPEN SOCIETY INSTITUTE

TETYANA KOVTUN

Quality Management in Public Administration: International Experiences and Lessons for the Ukraine

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CPS

INTERNATIO NAL

POLICY FELLOWSHIP

PROGRAM

2005/2006

TETYANA KOVTUN

Quality Management in Public Administration: International Experiences and Lessons for the UkraineAbstract
Quality management of service and policies is a political matter and should form a major part of the political agenda. International experience shows that quality management, which emerged in the private sector after World War Two with the advent of mass production, is geared toward a government that is efficient, transparent and accessible and which provides an excellent quality serviceto customers. The Ukraine is taking the first steps in the direction of implementing quality management and will have to build on the experience of other countries. In the Ukraine, with its deeply rooted administrative inefficiencies, bureaucracy and neglect for customer needs, legislative steps are necessary to promote quality management and help transform bureaucrats into public servants.Training is the crucial factor for the Ukraine, as international experience shows that training is the central issue regarding the application of quality management.

This policy paper was produced under the 2005-06 International Policy Fellowship program. Tetyana Kovtun was a member of the `Combating Open Society Threats in the former Soviet Union` working group, which was directed by StephenKotkin. More details of their policy research can be found at http://www.policy.hu/themes05/fsu/index.html.

The views contained inside remain solely those of the author who may be contacted at kovtun@policy.hu. For a fuller account of this policy research project, please visit http://www.policy.hu/kovtun/

July 2006

Language Editing – Martin Baker Formatting and Type setting – Linda SzabóInternational Policy Fellowship Program Open Society Institute Nador Utca 9 Budpest 1051 Hungary

www.policy.hu

This document is available under a Creative Commons distribution copyright

Contents
Introduction...................................................................................................... 4 1 The History of Quality Management in the Public Sector............................. 5 2 Quality Management Models........................................................................ 6
2.1 International Standards for Quality Management Systems (ISO)................................... 6 2.2 European Foundation for Quality Management (EFQM) ................................................ 7 2.3 Total Quality Management(TQM)................................................................................... 8 2.4 A Common Assessment Framework............................................................................... 9

3 Country-based Experiences ....................................................................... 10
3.1 US Government Experience with the Customer Satisfaction Index.............................. 10 3.2 Poland’s “The Friendliest Office ofGovernment Administration”.................................. 11 3.3 Latvia’s ISO Certification Experience............................................................................ 12 3.4 Public Services and Quality .......................................................................................... 13

4 Lessons for the Ukraine............................................................................. 14 References .................................................................................................... 17

TETYANA KOVTUN: QUALITY MANAGEMENT IN PUBLIC ADMINISTRATION

Introduction
Quality management has undergone a significant evolution, from just inspecting products to an entirely different vision of organisational strategy. Quality increases in the...