N_RKVS Quality Management in Public Administration

University of Finance and Administration
summer 2012
Extent and Intensity
1/1. 5 credit(s). Type of Completion: zk (examination).
Teacher(s)
Ing. Pavel Kajml (seminar tutor)
Ing. Bořek Valvoda (seminar tutor)
Guaranteed by
Ing. Pavel Kajml
Faculty of Law and Administration – University of Finance and Administration
Contact Person: Pavlína Ondrová
Timetable of Seminar Groups
N_RKVS/cVMO: each odd Thursday 8:45–9:29 M25, each odd Thursday 9:30–10:15 M25, B. Valvoda
N_RKVS/cVPH: each odd Wednesday 15:45–16:29 S11, each odd Wednesday 16:30–17:15 S11, P. Kajml
N_RKVS/pVMO: each even Thursday 8:45–9:29 M25, each even Thursday 9:30–10:15 M25, B. Valvoda
N_RKVS/pVPH: each even Wednesday 15:45–16:29 S11, each even Wednesday 16:30–17:15 S11, P. Kajml
N_RKVS/uVPH: Tue 21. 2. 17:30–19:00 S35, Tue 28. 2. 17:30–19:00 S35, Tue 6. 3. 17:30–19:00 S35, Tue 13. 3. 15:45–17:15 S35, 17:30–19:00 S35, P. Kajml
N_RKVS/vVMO: Fri 10. 2. 15:30–17:00 M26, Fri 24. 2. 13:45–15:15 M26, 15:30–17:00 M26, Fri 9. 3. 15:30–17:00 M26, 17:15–18:45 M26, B. Valvoda
N_RKVS/vVPH: Fri 10. 2. 15:30–17:00 S35, 17:15–18:45 S35, Sat 10. 3. 9:45–11:15 S35, 11:30–13:00 S35, Fri 23. 3. 17:15–18:45 S35, P. Kajml
Prerequisites
Students should be familiar with basic circuit knowledge and skills in the subject of the Public administration in the Czech Republic, Marketing in Public Administration, Management in Public Administration and Control and audit in public administration.
Course Enrolment Limitations
The course is offered to students of any study field.
Course objectives
Objective of the course: The aim is to introduce students to the issues in improving the performance and quality of public administration, public administration aim to clarify and describe the methods for its implementation, as well as to characterize the current situation in the modernization of public administration in Czech Republic and more familiar with selected basic tools of quality control. The next section covers the basics of strategic management and methods of using the Balanced Scorecard. Further introduce students to the most widely used self-evaluation tools - model Excellence EFQM and Model CAF, familiar with the structure of models and their evaluation. Another goal is to introduce students to the issues in the application of ISO standart 9001 in the public administration institutions, to elucidate the progress of standards and the certification of quality management system. In other then deal with process management and description of processes in the public administration. Finally, to introduce students to a method of public participation in governance and the principles of sustainable development at the local level - the Local Agenda 21 (hereafter "LA 21"), to present a set of formal criteria LA 21 and principles for engagement of public. In the next section then inform the meaning of citizen satisfaction surveys and customer feedback, to show the usefulness of a set of sustainable development indicators in measuring citizen satisfaction, learn and practice the measurement of customer satisfaction offices.
Syllabus
Curriculum Quality Management in Public Administration 1st module(2 pm - Lecture) introduction to quality management, implementation of quality in public administration in the Czech Republic, approaches to quality management, simple select Quality Management Tools 2nd module (2 hours - exercise) practice of using selected simple quality management tools - flowchart, diagram the causes and consequences 3th module (2 pm - Lecture) Total Quality Management approach, quality support from the EU and the Czech Republic, the EFQM Excellence model, model Common Assessment Framework - CAF 2006 4th module (2 hours - exercise) practice in CAF 2006 - evaluation and scoring examples as CAF, selection of priority improvement actions 5th module (2 pm - Lecture) prescriptive approach to quality management, the use of standards ISO 9001, ISO 14001, ISO 27001 in Public Administration, an explanation of the terms verification, certification, accreditation, process management 6th module (2 hours - exercise) practice in process management - classification of processes, description of processes using flowcharts and process maps 7th module (2 pm - Lecture) introduction to management strategies and organizational performance, Balanced Scorecard method 8th module (2 hours - exercise) practice in the Balanced Scorecard - draft mission, vision, strategy, policies and strategic map office / school 9th module (2 pm - Lecture) approach of sustainable development, Local Agenda 21, a set of indicators of European Local Agenda 21, the methodology of the National Network of Healthy Cities of the Czech Republic, Corporate social responsibility, basic project management, logical framework matrix 10th module (2 hours - exercise) case study solution for processing the logical framework matrix 11th module (2 pm - Lecture) other methods of quality management in public administration - customer satisfaction measurement and citizens Benchmarking, charter services for citizens, Mystery client 12th module (2 hours - exercise) case study solution for measuring customer satisfaction, case study solution Charter visitor library, test
Literature
    recommended literature
  • kolektiv: Veřejná správa v České republice, MV ČR, 2005, kap. 2.10 a 6.1 (http://www.mvcr.cz/odbor/moderniz/vs_vcr.pdf)
  • kolektiv: Místní Agenda 21 (informace, postupy, kriteria), MŽP, 2006 (http://www.cenia.cz/web/www/web-pub2.nsf/$pid/CENMSFK2CK1O/$FILE/MA21- IPK_def.pdf)
  • kolektiv: Benchmarking ve veřejné správě (druhé, upravené a doplněné vydání), MV ČR, 2006
  • kolektiv: Společný hodnotící rámec CAF 2006, Národní informační středisko pro podporu jakosti, 2007 (http://www.mvcr.cz/sprava/moderniz/dokumenty/caf2006cz.pdf)
  • Horálek V.: Jednoduché nástroje řízení jakosti I., Národní informační středisko pro podporu jakosti, 2004, kap. 2, 3 a 5 (http://www.npj.cz/publikace_vyhledavani.asp)
  • ČSN EN ISO 9001:2000, Systémy managementu jakosti - požadavky, Český normalizační institut, 2000
  • Přibek J.: Systémy managementu jakosti, Národní informační středisko pro podporu jakosti, 2004, kap. 3.1, 3.2 a 8.3 (http://www.npj.cz/publikace_vyhledavani.asp)
  • Půček M. a kolektiv: Řízení procesů výkonu státní správy (Případová studie Vsetín), MV ČR 2004
Teaching methods
The scope of compulsory participation in education: Minimum mandatory participation in exercises in full-time studies is 75%, the controlled group consultations in combined form 50%. Students who fail to meet the mandatory level of participation may be given during the semester additional study obligations (to the extent that will demonstrate academic achievement and acquired competencies necessary for successful completion of course).
Assessment methods
teaching methods: methods of assessment: prescribed participation in seminars, group presentations, exam consisting of a written and oral
Language of instruction
Czech
Further comments (probably available only in Czech)
The course can also be completed outside the examination period.
The course is also listed under the following terms Winter 2007, Summer 2008, Winter 2008, Summer 2009, Winter 2009, Summer 2013, Summer 2014, Summer 2015.
  • Enrolment Statistics (summer 2012, recent)
  • Permalink: https://is.vsfs.cz/course/vsfs/summer2012/N_RKVS