Znaczenie postaw pracowników administracji w zarządzaniu jakością usługi publicznej
Meaning of Administration Employees’ Attitudes in Quality of Public Service Management

Summary/Abstract: Quality management is a method of management based on co-operation of all the employees. This is why correlating quality policy with personnel policy of an office in order to shape and strengthen employees’ attitudes aiming at quality is so important. These attitudes are identified through the client’s expectations, characterised by conscientiousness, reliability, professionalism, improving job and ethical-moral qualifications and friendliness towards the citizen. Low involvement of employees may pose a serious barrier in implementing quality system. In the article it is assumed that pro-quality attitudes of employees are influenced by changes in managing public administration units, clients’ expectations, personal policy of the office, motivation system rewarding actions of improving services provided, assessment procedure and organisational culture.

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