Best practice Cases of the 4th Quality Conference for the Public Administration in the EU
TQM with CAF and BSC as sustaining systems
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Country: |
Belgium |
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Organisation: |
Stad Gent (city of Ghent) |
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www homepage: |
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Contact person: |
Patrick Van Hamme |
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Address: |
Botermarkt 1, B 9000 Gent |
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E-mail: |
patrick.vanhamme@gent.be |
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Phone: |
+32(0)9 266 73 03 |
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Fax: |
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Level: |
Local |
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Sector: |
General administration |
Short description of the case:
TQM is embodied within the strategic planning process; while the CAF-model is not only used as an assessment-tool, but also as a framework in structuring quality projects. 7 Basic principles are our guideline and the BSC is an effective tool to follow up our goals.
Main feature of the case:
- Strategic planning for achieving the targets set
- Developing and using the capacities and full potential of the personnel
Key words:
TQM; CAF; BSC; strategic planning; involvement of the total organisation; the Q-department as a coach for quality
Further information:
Long case description (PDF-form)
Case presentation (PDF-form)