Best practice Cases of the 4th Quality Conference for Public Administration in the EU
Bezirkshauptmannschaft (district administration) Wels-Land; Total Quality Management
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Country: |
Austria |
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Organisation: |
Bezirkshauptmannschaft Wels-Land |
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www homepage: |
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Contact person: |
Dr. Josef Gruber |
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Address: |
A - 4600 Wels, Herrengasse 8 |
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E-mail: |
josef.gruber@ooe.gv.at; or bh-wl.post@ooe.gv.at |
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Phone: |
(43) 07242-618-300, 302 |
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Fax: |
(43) 07242-618-399 |
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Level: |
Regional |
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Sector: |
General administration |
Short description of the case:
Total Quality Management in accordance with the EFQM-Model at a district authority (including especially contact quality also in connection with penalties for infringements of rules, revokes of licenses etc.)
Main feature of the case:
- Developing and managing processes
- The satisfaction of customers and citizens
Key words:
a) focus: - optimizing processes and results - improving competences and changing attitudes of employees - fulfilment of customers' expectations - realizing an overall concept of quality b) tools - benchmarking with other district authorities - process optimizing workshops - in-house training of executives and employees (within an overall personnel developement concept) - establishing of a customer service point - complaints management - quality circles - customers fora - "quality-dialog" (including customers satisfaction survey) - quality standards - stimulating proposals - agreements concerning objectives
Further information:
Long case description (PDF-form)
Case presentation (PDF-form)