Quality Management and Innovation in Public Services

At the end of the course, professionals are able to:

• Recognizing the principles of quality management;
• Assimilating on the system, a procedural development which will enable a greater effectiveness in monitoring with the Public Administration.
• Identify the main Innovation vectors in Public Administration services.

CONTENTS

1 - THE QUALITY AND INNOVATION AS CHALLENGE IN PUBLIC ADMINISTRATION SERVICES
2 - STRUCTURE OF COMMON ASSESSMENT (Common Assessment Framework - CAF) HOW TO ORGANIZATIONAL PERFORMANCE SELF-ASSESSMENT MODEL
3 - FORM FOR SELF-ASSESSMENT PROCEDURES TO IDENTIFY THE PERFORMANCE IMPROVEMENTS OF ORGANIZATIONS OF PUBLIC ADMINISTRATION
4 - The BALANCED SCORECARD (BSC) and CAF AS ADDITIONAL TOOLS
5 - CERTIFICATION THROUGH NORM NP EN ISO 9001: 2008 IN PUBLIC ADMINISTRATION SERVICES
6 - ASSESSMENT WRITING SKILLS