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Title: Pla de millora de la qualitat de les Oficines d'Assistència en Matèria de Registres d'una administració local
Author: Pastor Vila, David
Director: Borge Bravo, Rosa  
Tutor: Orte del Molino, Andrés
Keywords: self-assessment
total quality management
EFQM model
local government
quality of service
Issue Date: 12-Jun-2019
Publisher: Universitat Oberta de Catalunya (UOC)
Abstract: In the present paper, a self-assessment of the city council¿s Registry Assistance Offices (OAMR) of a 15.000 inhabitants municipality is carried out through the EFQM quality management model using the questionnaire approach. The self-assessment process allows a diagnosis of the situation of the city council's OAMR with a very high level of detail and for all its domains, and identifying its strengths and weaknesses as well as the areas on which to act to improve the services that the OAMR lends to citizenship. Based on the results obtained, a quality improvement plan is proposed structured into four strategic objectives: commitment to quality, process management, competence management and empowerment of ICT. An implementation schedule is also proposed as well as a nonexhaustive set of indicators to monitor the implementation of the plan.
Language: Catalan
Appears in Collections:Bachelor thesis, research projects, etc.

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