Seminars on Quality Management in the Public Sector -- Romania, 10-20 March 2008

Sigma, in cooperation with the Romanian Central Unit for Administrative Reform (CUPAR) and the National Agency for Civil Servants (NACS), organised 7 seminars on improving the quality of public services delivered to the citizens by the administration and on the ways and means to better manage the quality of public administration. The participants were presented different instruments and frameworks to promote quality in public services and implement quality-oriented policies in the public sector. These seminars took place in 7 different Romanian cities from 10 to 20 March 2008.

Craiova Prefecture

• From Service Quality to Good Governance
  in Romanian

• Improving Customer Orientation through Service Charters
  in Romanian

• Improving Public Services through Service Charters: Drafting and Implementing Service Improvement Action Plans (SIAPs)
  in Romanian

• Informing, Consulting and Involving Citizens – Good Practices from Europe
  in Romanian

• Introduction: Mapping Approaches to Quality Management in the Public Sector
  in Romanian

• Introduction: Mapping Approaches to Quality Management in the Public Sector (CAF/ISO)
  in Romanian

• Introduction to Performance Management
  in Romanian

• Linking Quality to Strategy: Benefits of Balanced Scorecards in the Public Sector
  in Romanian

Elke Loeffler and Hanspeter Knirsch jointly wrote an article on this Romanian project, Qualität kann man messen - vor allem im Standortwettbewerb. This article was published in the Innovative Verwaltung Newsletter, Issue 5/2008.