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LO-1
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Define the concept of quality in public services and explain its importance for public services. |
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LO-2
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Discuss how quality management systems can increase effectiveness and efficiency in public services. |
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LO-3
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Be able to analyze the effects of quality improvement processes on public services and implement these processes. |
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LO-4
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Define the citizen-centered service approach and explain how this approach can increase the quality of public services. |
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LO-5
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Be able to define the methods of measuring and evaluating service quality (Servqual, Kano Model, etc.). |
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LO-6
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Using these methods, it can evaluate the quality of public services and offer suggestions for improvement. |