Abstract

DOPICO, María Isabel Blanco; GUZMAN, Beatriz Aibar  and  GUZMAN, Cristina Aibar. El papel de los indicadores de gestión en la implantación y evaluación de la filosofía de calidad en la administración local: estudio de un caso . Tékhne [online]. 2007, n.8, pp.139-159. ISSN 1645-9911.

Between the objectives pursued by the reforms framed in the New Public Management model, the obtaining of total quality in the performance of public entities has passed to occupy a first place in the last decade. In this line, the aim of this paper is double. In first place, we seek to contribute for the current debate about quality management in public sector, providing some reflections about the importance that public entities assume a quality philosophy and what are the main difficulties and problems associated with the assessment of the quality of public services. In second place, we have tried to complete the theoretical framework with a case study that allows us to know the degree in which the analyzed entity is committed with the search of quality and what were the initiatives developed.

Keywords : Total Quality Management; New Public Management; Management indicators; Service quality.

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