The aplication of ISO9001 in public administration: case study Municipal office in Litomysl

Abstract

The aim of this work is assess the impact of ISO 9001 aplications in public administration, namely the example of the Municipal office in Litomyšl. Will be evaluated, both financial and non financial impacts. Financial implications will be assessed by comparing the cost of the certificate and saved labor costs as a result of the certificate. The second indicator is the non financial impacts namely the evalution of quality management and service quality. The sriteria for assesing the quality of management developement is found in the number of risks and discrepancies foundin the Municipal office in Litomysl. The sriterion for evaluating the quality of services is assessed by changes in the number of complaints before and after the introduction of standards and in the opinion of the citizens of Litomysl, he quality of service, whitch was investigated by questionnaire survey