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Quality management in Public Administration: International experiences and lessons for Ukraine

15 July 2006

Tetyana Kovtun - policy study July 2006

Tetyana Kovtun

2005-06 International Policy Fellow
Combating Open Society Threats in the former Soviet Union working group

Abstract:
Quality management of service and policies is a political matter and should form a major part of the political agenda. International experience shows that quality management, which emerged in the private sector after World War Two with the advent of mass production, is geared toward a government that is efficient, transparent and accessible and which provides an excellent quality service to customers. Ukraine is taking the first steps in the direction of implementing quality management and will have to build on the experience of other countries.

In Ukraine, with its deeply rooted administrative inefficiencies, bureaucracy and neglect for customer needs, legislative steps are necessary to promote quality management and help transform bureaucrats into public servants. Training is the crucial factor for Ukraine, as international experience shows that training is the central issue regarding the application of quality management.

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