Best practice Cases of the 4th Quality Conference for Public Administration in the EU
Quality Management in the Austrian Labour Inspection
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Country: |
Austria |
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Organisation: |
Federal Ministry for Labour, Labour Inspection |
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www homepage: |
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Contact person: |
Patricia Jenner |
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Address: |
A-1040 Wien, Favoritenstraße 7 |
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E-mail: |
patricia.jenner@bmwa.gv.at |
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Phone: |
+43-1-71100-6435 |
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Fax: |
+43-1-71100-93-6435 |
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Level: |
Federal |
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Sector: |
Labour and employment |
Short description of the case:
The Austrian Labour Inspection developed and implemented a comprehensive quality management system in the 20 regional labour inspectorates, including full coverage of interfaces to the Central Labour Inspectorate. The model of the European Foundation for Quality Management (EFQM) that was used as the basis of work builds on the principle that the quality of results depends on the quality of leadership, people, strategy and planning, resources and processes. The strategic objectives of the project were to improve the following four areas: •Effectiveness of core services •Efficiency of internal procedures •Customer focus •Staff skills. New management tools were introduced:framework strategy, performance indicators for the core services and annual work plan. Concrete implementation measures were taken for achieving the targets set during the quality process.
Main feature of the case:
- Strategic planning for achieving the targets set
- Innovation and implementing change
Key words:
Performance management, effectiveness of core services, EFQM, performance indicators, monitoring, knowledge management, information service
Further information:
Long case description (PDF-form)
Case presentation (PDF-form)