Tieu chi danh gia chat luvng hoat dong cua CO quan nha nunc o mot so qudc gia tren the gioi va nhung goi mo doi uoi Viet Nam
ThS NGUYEN MANH ClfdNG (*)
Tom tat: Trong bd'i cinh hien nay, viec xay dUng cac tieu chi danh gia cha't iUdng hoat dqng cua cd quan nhi nudc c6 y nghTa rat quan trong. Bii viet gidi thieu. phin tich mot so mo hinh danh gia chat lUdng hoat dong cija cd quan nhi nudc d mot so qud'c gia tren th§' gidi, tU do neu len nhUng gdi md de tCfng bUdc hoin thien he thong tieu chi dinh gii dd'i vdi cd quan nhi nudc d Viet Nam.
TUkhoi: Cd quan nhi nudc; chit lUdng hoat ddng; ti§u chi dinh gii.
Abstract: With the current settings, it is crucial to set up criteria to evaluate the operating qual- ity of government bodies. The paper introduces and analyzes some forms of evaluation of oper- ating quality of government bodies in some countries around the world, from that, posing sugges- tions for step-by-step improvement of the evaluation criteria system for government bodies in Vietnam.
Keywords: Government bodies; operating quality; evaluation criteria.
Ngay nhan bii: 07/10/2019 Ngay bien tap: 19/02/2020 Ngay duyet dang: 17/3/2020 1. Tieu chl danh gia chat liipng hoat ddng
cCia cd quan nha nUdc d mot so' qudc gia tren the' gidi
Tren the gidi, cae ly thuyet va md hinh ve danh gia chat IQpng hoat ddng cua ed quan nha nQde trong nhQng thap ky qua khdng ngQng dQdc phat trien, hoan thien ea ve ly luan va thuc tidn. Cd the noi, cac md hinh danh gia eha't lUdng hoat ddng eua ed quan, td ChQc trong khu vQc cdng cung vdi viec xay dyng, hinh thdnh eac tieu ehf do ludng khdng chl trd thanh mdt xu the ehu dao, ma dUde coi la xu hudng phat trien td't yeu eua cac nUde tren the gidi.
1.1. M6 hinh "Giai thudng chat iupng Maicolm Baldrige" 6 Hoa Ky
Viec thyc hien edng tac danh gia chat lupng 6 Hoa Ky bat dau phat trien vao nhQng nam 1980, khi cae doanh nghiep, tap doan Idn sdm nhan thQc dQpc vai trd cua quan ly eha't IQpng san pham trong nen san xua't edng nghiep. TQ nhQng nam 1990, ehinh sach chat IQpng dQpe coi la chfnh sach kinh doanh (*) Vy Cai cich hinh chinh, Bg Ngi vu
chfnh. cae ITnh vUc khae nhU cham sde sQe khoe, giao dye, hoat ddng cua Chfnh phu cung bit dau quan tam den chat lupng. Ben canh dd, ede td chQc khu vQc cdng cua Hoa Ky da ehu trpng den nang eao chat iQdng thdng qua viec sQ dyng cac md hinh danh gia, trong dd md hinh "Giii thudng chat lUdng Malcolm Baldrige" (Ma\co\m Baldrige National Quality Aw/ard - MBNQA) la mpt trong nhQng md hinh dupe sQ dyng phd bien. Cung gidng nhu md hinh "Quan tri eha't lupng" eija chau Au (European Foundation for Quality Management Excellence Model - EFQM Model), md hinh MBNQA la mdt trong nhQng cdng ey dQpe cy the hda tQ md hinh "Quan ly chat iQdng toan dien"(Total Quality Management - TQM).
Ngay 20/8/1987. Tdng thdng My Ronald Reagan da ky sic lenh thdng qua Luat so 100-107 ve thiet lap "Giai thQdng chat lUdng Malcolm Baldrige" - giai thudng chat lUdng qudc gia cua My. Tren cd sd dd, mo hinh MBNQA trd thanh mpt trong nhQng each thQc danh gia ehu yeu ve nhUng nd lye dat tdi chat lUdng eua he thdng ede td chUc, ke ca khu vUe edng va khu vyc tU. Da cd nhieu chUdng To chuc nha nmVc so 3/3030
trinh, dy an thudc ehfnh quyen dja phuong, ehinh quyen lien bang va eac td chUc qudc te cung sy dyng phUdng phap danh gia tren nen tang ed ban cua md hinh MBNQA. Hang nam, ed khoang hdn 500 chuyen gia gidi trong eac fTnh vyc dUde lua chon canh tranh tren toan qud'c dd thuc hien cdng tae thu thap, tdng hpp, danh gia va dUa ra nhUng khuyen nghj ve ket qua cua tUng td chQc, gdp phan cai thien chat lupng hoat ddng. Den nam 2004, md hinh MBNQA ehinh thUe ed mdt khung khd phap ly day du eho viec hd trp danh gia chat lUdng cae td ChQe trong khu vyc cdng, bao gom eac ITnh vyc: y te, giao dye, cae ed quan cua Chfnh phu va cae cd quan tryc thupe cua cac bp, nganh.
TQ nam 2007 den nam 2016, da cd 82 td chQe khu vyc cdng dp dyng md hinh MBNQA vk 07 td chUe trong sd dd da gianh dUdc giai thudng (bao gdm ehinh quyen cua 02 thanh phd va 02 bd cua Lien bang). Ngoai ra, ede thanh phd eua cae bang va cac bp cua mpt sd bang 6 California, Florida, Kansas, Tennessee va Texas da nghien eUu va chap nhan nhQng didm phu hdp trong viec sQ dung cac tieu chf danh gia cua md hinh nay de danh gia mdt each thQc chat hoat ddng eua minh cung nhu su ghi nhan d tam qudc gia ve ket qua hoat ddng va thanh tfeh dat dUdc.
Viec thiet lap cac tieu ehi va phUPng phap danh gia la mpt trong nhQng ydu td quan trpng de sQ dyng md hinh MBNQA ddi vdi eac td ChQc khu vQc cdng, dac biet la ddi vdi cae bd d cap lien bang hoae ca'p bang, dien hinh nhQ Bp Giao dye va Bd Y te My da sQ dung trong thdi gian vQa qua. Cac tieu chi cija md hinh nay thudng xuyen dUde thay ddi dd phu hpp vdi tUng giai doan khi ma khai niem ve ehlt lUdng dupc thao luan, phan tich theo nhQng quan diem ve nen kinh te va cdng nghe toan cau thQdng nhanh chdng thay ddi. Cy the, tQ nam 1988 den 2003, md hinh MBNQA da ed 4 Ian thay ddi, bd sung he thdng eac tieu chi. Nam 1997, bp tieu chi nay bao gdm 07 hang mue: lanh dgo; chien iQdc;
khaeh hang va thi trQdng; do IQdng phan tfeh va quan trj thdng tin; ngudn nhan lye; quy trinh hoat ddng va ket qua. TQng hang myc nay dQpc thiet ke vk thiet lap thanh nhQng tieu ehi nhd vdi nhQng trpng tam ehi tiet eac tieu chl thanh phan khac nhau.
6 mo hinh MBNQA, viec khao sat sy hai Idng cCia khaeh hang la mdt bude tien quan trpng trong vide hinh thdnh cae tieu chi hUdng tdi danh gia ket qua. Vf du, yd'u td sQ hai Idng cua khdch hang dd'i vdi chat lUdng eua td ChQc chiem 300/1.000 diem tdi da (trong bang ddnh gia nam 1991). Nam 1997, eac tieu chf ve su hai Idng eua khaeh hang tiep tue dUdc dua vao danh gia thdng qua cae tieu ehf 6 nhdm ITnh vuc "khdeh hang" va eac tieu chf
"ket qua ve khaeh hang" d nhdm ITnh "ket qua".
Ngoai tieu chf ve sy hai Idng cua khaeh hang, eac tieu ehf danh gia khae eung gdp phan quan trpng de tao nen chat lupng hoat ddng eua mdt td chQc. Vf dy, ve edeh thUc thiet lap eac tieu ehf va tinh diem nhu sau: 1) Lanh dao 120 diem; 2) Chien lupc - 85 diem; 3) Khaeh hang va thj trUdng - 85 diem; 4) Do lUdng, phdn tfeh va quan tri thdng tin - 90 diem; 5) Ngudn nhan lye - 85 diem; 6) Quy trinh hoat ddng - 85 diem; 7) Ket qua - 450 diem.
Trong qua trinh danh gia, cd khoang 100 cau hoi dupc chia thanh 07 hang myc khac nhau, mang lai khung tham chieu hoat ddng mdt each khaeh quan va cd ed sd khoa hpe.
Tuy nhien, eac td chQc vIn dQpe khuyen khich phat trien nhQng phUdng thQc sang tao va linh ddng phu hdp vdi tinh hinh thye tidn trong ndi bp cua minh. NhU vay ed the nhdn thay, he thdng eae tieu ehf danh gia chat lupng ho^t ddng eua cac td chQe khu vUe edng 6 Hoa Ky ed nhQng diem ndi bat la viec sQ dyng cac tieu chf lien quan den "ket qua chat IQdng"
hoac "ket qua dat dUdc" cung nhU eac tieu ehf
"su hai long eua khaeh hang".
1.2. Dinh gii theo ket qua d Vucfng quoe Anh Danh gia ket qua hoat ddng la mdt noi dung quan trong cua ehfnh phu hien dai ngay nay.
Thdng tin ve nhQng ket qua hoat ddng tdt ed the giup cho cae bp nang eao chat lUdng ban hanh chinh saeh, quan ly nguon iQc hieu qui, day la mpt trong nhQng muc tieu quan trpng eija Chinh phu VUdng qudc Anh nhim thyc hien cdng tac danh gia ket qua hoat ddng cua cac bd thupe Chinh phij vdi myc tieu nang eao chat lupng hoat dong. Ndi cdeh khac, danh gia ket qua song hanh vdi cdng tae danh gia chat lupng hoat ddng eua ede bd thuoc Chinh phu.
Cd quan kiem toan qudc gia (NAO) eua Vudng qudc Anh la cd quan ehiu trdeh nhiem chfnh
(D
To chwe nha niroc so 3/3030trong viec thuc hien cdng tac ddnh gia dya tren cac phUdng phap dUde lya ehpn. Cot Ioi cija viec danh gia hoat ddng cQa ede bp la danh gia viec thUe hien "Bd thoa ude djefi vy edng - PSA" - \k cac hpp ddng thyc hien edng viee giQa cac bd vdi Chinh phij, sau khi da tien hanh ra soat, danh gia cac myc tieu ehfnh sach va ngan sach tUng cd quan.
Viee danh gia eung dua tren eac so lieu dau vao, dau ra, tac ddng, dac biet cd sU quan tam den mdi quan he phdi hpp giQa eac bd de ed dQpe sy danh gia ehfnh xac nhat.
Khung cau true danh gia ket qua khu vUc cdng eua VUdng qude Anh cung la mpt trong nhQng Qu tien cua Chfnh phu trong giai doan 1980 -1990 vdi myc tieu cai each, ddi mdi cae to ChQc thude khu vuc cdng. Cde nha nghien eUu eho ring,day la thdi ky cai edeh manh me cua VUdng qudc Anh cung vdi ten gpi "Quan ly edng mdi". Npi dung chinh cija Khung danh gia ket qua eua VUdng qud'c Anh Id cd ehe PSA. PSA Ian dau tien dupe gidi thieu va dUa vao thUe hien tU nam 1998 vdi trpng tam la hdp ddng thoa thuan giQa Ngan khd Hoang gia va cae bp khac cua Chfnh phu. d Vupng qudc Anh, danh gia ehi tieu ngan sach dUde thyc hien 02 nam mdt Ian. Vdi quan diem djnh hudng eua Ngan khd Hodng gia Anh, muc tieu, mye dfeh cung nhu nhQng tieu chf ky thuat la nhQng yeu td cau thanh quan trpng cua khung danh gia ket qua khu vUc cdng.
Trong khoang 20 nam qua, cae hpe gia xem vide sQ dung he thdng danh gia ket qua la mdt trong nhUng phUOng phdp hieu qua trong qua trinh thyc thi cac chien iude td chQe va dam bao sy dieu ehfnh theo dinh hQdng giQa chien iQpe va hanh ddng eua cac doanh nghiep tQ nhan. Cae tieu chi danh gia chat lUdng hoat ddng dQpc ap dyng tQPng dd'i thanh cdng 6 ede bd, cP quan eung cap djch vy eong, vi dy nhQ Bp Y te va Uy ban cham sde sUc khde VQPng qude Anh. Vide danh gia cha't IQdng hoat ddng eua eae ed quan nay dQdc thUe hien thdng qua eac tieu ehi eu the, vi dy nhy: tiep can; tai ehfnh, ndi bd, sy hai Idng cua ngydi benh, ede nhdm ngudi benh cy the, dpi ngu nhan vien, eac chi sd ve dieu trj va mye tieu ky thuat, thdi gian ehd dpi...
Ngoai ra, eae bd trong Chfnh phu Anh thudng sii dyng he thdng eae tieu ehf phu hdp
vdi hodn canh ey the trong qua trinh danh gia chat lupng, nhU tai Van phdng Ndi ehinh, khi ed quan nay ap dyng cae myc tieu eija PSA trd thanh khung danh gia ket qua phu hdp eho lue lUdng canh sat VUdng qudc Anh. Ngoai viee sQ dyng PSA nhU mot cdng cy danh gia chat lupng cac bd, d VUdng qud'c Anh viec ddnh gia chat iUdng chinh la danh gia sy hai Idng eua ngQdi dan ddi vdi ehfnh quyen vk cac td ChUc khu vyc cdng. Nam 2006, Van phdng Cong ddng va Chfnh quyen dia phUdng thude Van phdng Phd Thu tudng Anh da thue mot cdng ty danh gia sU hai Idng cua ngudi dan ddi vdi ehfnh quyen dia phUdng tren e l nude (Hien tai khdng edn Van phdng ndy). Cdng ty ndy da dUa ra cac tieu chf cd ban de danh gia chat lupng hoat ddng cua chfnh quyen nhu:
chfnh quyen cung cap thdng tin day du vd chQe nang, nhiem vy vk ckc chUdng trinh hanh ddng eua minh cho ngudi dan; eha't lupng djch vy; kha nang tiep can va kien nghi vdi cdng chQe; mQc dp cdng khai, minh bach, trach nhiem giai trinh cija ehfnh quyen Ket qua khao sat eho thay, cung cap djch vu la yeu td then chdt trong viec xac djnh mQe dp hdi Idng eija ngudi dan vdi chinh quyen. Hd thdng lieu chi ehung bao gdm: 1) Cung cap thdng tin day du ve chQc nang, nhiem vu vk chUdng trinh hanh ddng eua ehfnh quyen; 2) Chat lUdng djeh vy cdng; 3) Kha nang tiep can va kidn nghj vdi cdng chQc; 4) MQe dp edng khai, minh bach, trach nhiem giai trinh eua chinh quyen. Cae tieu ehi ehung nay dQpc cy the hda bang he thdng cdc tieu ehf danh gia thanh phan.
Chat IQpng dich vy cdng dUde dac biet ehu y trong hoat dong danh gia, vi vay, bdn canh eae tieu ehf ehung ve dich vu cdng, nhdm danh gid xay dUng he thdng tieu ehf danh gia cac djch vy cdng trong ITnh vUc giao dye, y te va mpt sd djch vy cong cd ban khac. Cac tieu chf danh gia dae biet nhan manh den cha't lUdng djch vy edng, bdi quan niem chat IUdng hoat ddng the hien d nhQng djeh vu cdng ma cae ed quan ed tham quyen ed the mang lai cho ngQdi ddn va khi ngUdi dan hai Idng vdi eha't lupng djch vy, ddng nghTa hoat dong eua ehinh quyen dUde xem la ed chat lupng va chat lupng hoat ddng eua cac bp cung dQdc the hien bdi nhQng yeu to nay.
To chirc nha nnoc so 3/3030
O
2. NhOng goi md ddi vdi Viet Nam Danh gia chat lupng hoat ddng cd quan nha nude bang each tiep can cac tieu chf ngudn lye dau vao, qua trinh hoat ddng, ket qua va tac ddng dau ra Id mot trong nhQng each tiep can can ban eua cac nQde tren the gidj. Vi vay, eac nUde cd nen hanh ehfnh phat trien tren the gidi da phat trien md hinh nay vdi nhieu bien the khac nhau de do ludng va ddnh gia chat lUdng hoat ddng cua tQng ed quan ey the, rieng biet. Dieu dd gdp phan lam phong phu them ly thuyet ve danh gia va quan ly trong boi elnh toan cau hda, Ung dyng cdng nghe thdng tin, chinh phu dien tif va Cupc each mang cdng nghiep Ian thQ 4 dang diln ra manh me.
Trong ddnh gia eha't IUdng hoat ddng, cac ehi sd ddnh gia, tieu chf danh gia dUde xem la mdt trong nhQng thanh to quan trpng eua eac npi dung danh gia chat IQdng cung nhQ quan ly cha't IQdng toan bd. Cae ndi dung nay ed mdi quan he mat thiet vdi nhau trong qud trinh danh gia cd quan, td chUe d ea khu vye tQ va khu vUc cdng. De cdng tac danh gia chat IUdng bao dam tinh tin cay, gdp phan nang eao trach nhiem cua he thdng cac cd quan nha nude ndi ehung, he thdng cd quan hanh chfnh nha nudc ndi rieng, can ed khung danh gia vdi nhQng tieu chi toan dien, ey the hdn va de dang ap dyng.
TQ viee nghien cQu qua trinh danh gia va vide sQ dyng cae tieu chf de danh gia eha't IQpng hoat ddng eua cac cP quan nha nude d mdt sd qudc gia, ed the neu ra mot sd gdi md ddi vdi Viet Nam nhQ sau:
Mot li, qua trinh danh gia chat IQdng can phai dQdc nghien eUu ky ludng, trai qua eae bude thQ nghiem, d pham vi mot vai cd quan, to chQc, eho den ap dung d pham vi rdng hdn.
Do dd, can xae djnh mdt each cu the chat lupng hoat ddng la gi, chat lUdng hoat dong bao gdm nhUng ndi dung nao. Ddng thdi, can thiet lap mot ehf sd danh gia vdi he thdng eae tieu ehi tren cd sd xac djnh rd ndi dung, nguyen tie, tieu chuan hoat ddng; tdng hpp ket qua hoat ddng eua eae yeu td cau thanh, tren ed sd mQe do dat dQdc eae mye tieu, yeu eau ddi vdi hoat dong. Chat lupng hoat dong dupc the hien qua he thdng eac ehf bao:
ngudn lUc dau vao, dau ra, ket qua, sp hai Idng cua ca nhan, td chyc ddi vdi cac khia canh ho?t ddng trong viee thUe hidn nhQng chQc nang, nhiem vy nhat djnh nham dap Qng cac nhiem vy dupe phap luat quy djnh, cung nhu dap Ung myc tieu nang eao hieu IQe, hieu qua quan ly nha nQde.
Hai ii, can ed tieu ehuan cu the de cae ed quan nha nQde cd can cQ danh gia phu hdp, chinh xae, dat myc tieu. Do dd, yeu cau phai xdy dyng mdt he thdng cae tieu chi rd rdng, minh bach vdi nhQng ehf sd dUdc IUdng hoa, neu ro cac phUdng thUe dam bao chit lupng va quan ly chat IUdng se dupe sQ dung nhim nang eao nhQng tieu ehuan cy the trong hoat dong eija cac cd quan nha nQde.
Ba la, ckc tieu ehf danh gia chat lUdng hoat ddng eua ed quan nude can dupc xay dyng bao quat toan bd cac ndi dung hoat ddng, trong tam la hUdng den ket qua, trong dd can tuan theo nguyen t i c quan he nguyen nhan - ket q u i .
Bd'n ta, tieu chf danh gia eha't lupng hoat ddng thQdng xuyen can dQpe thay ddi de phu hpp vdi hoan canh cy thd, myc tieu quan ly, dinh hudng phat trien trong tUdng lai.
Nim li, ckc bp tieu chf eua eae nude deu hudng tdi su hai Idng eua khaeh hang, ngudi dan, td ehUc. Day la mdt trong nhQng tieu chf cd y nghTa khoa hpe trong cdng tae ddnh gia de the hien dupe chat IUdng hoat dong cilia mdt cd quan, td chUe. Theo dd, ngodi viec ap dyng he thdng eac tieu ehf danh gia chat lUdng can phai sQ dyng cac phUdng phap, edng ey hd trp phu hpp thdng qua eac phUdng phap dieu tra, tham dd du luan, td chQe khao sat... de danh gia mdt each ehinh xac sU hai long cija khdeh hang, ngQdi dan, td ehUc.
Siu la, vide sQ dyng ede tieu chf de xac djnh ket qua hoat ddng cua Chfnh phu can phai CO mpt cdng cy danh gia dang tin cay, dam bao cac myc tieu dai han khdng bi gian doan, dam bao trach nhiem giai trinh va giam thieu tac dong khdng phu hpp trong quin ly.
Bay la, de xay dung va van hanh he thdng danh gia chat IQdng hoat ddng can xay dyng nang lye cho ed quan va cdng chQc lam cdng tac danh gia. Phan Idn d cac nQde, trong qua trinh danh gia iudn ed mdt dpi ngu cdng chQc
O
To chire nha nuwc sd 3/3030chuyen nghiep va ed ed'u hpp ly, trong dd eae edng chQc phy trach danh gia cua tUng ehUdng trinh, tUng ed quan deu rat chuyen nghiep. Dd la mdt yeu td quan trpng de bao dam phat tridn ben vQng va khai thac he thdng eae tieu chf danh gia chat lupng, hieu qua./.
Tai lieu tham khao:
1. Nguyen HOu Hai, N g u y i n Tuan Minh (ddng chiJ bien), 77m hieu ve quan ly chit IUdng trong khu vuc cong, Nxb CTQG-ST, H.2015.
2. N g u y i n Trung TrQc va TrUdng Quang Dung, ISO 9000 trong dich vu hanh chinh. Nxb Tre, thanh phd Hd Chf Minh, 2003.
3. To TQ Ha, TU diSn Hanh chinh, Nxb Lao dong - Xa hoi, H.2003.
4. Ngo Thanh Can, N g u y i n Thi Ngoc Lan, T6 chUc hanh chinh nha nudc - Ly luan va thUc tidn.
Nxb TU phap, H.2016.
5. Nguyen Dang Thanh, Do IUdng va danh gia hieu qua quin ly hanh chinh nhi nUdc - NhUng thanh tuu tren the gidi va Ung dung d Viet Nam, Nxb Lao dong, H.2012.
6. B e h n , R. D. (2003), "Why Measure Pedormance? Different Purposes Require Different Measures". Public Administration Review, 63(5), pp. 586-606.
7. Bouckaert, G., & Van Dooren, W. (2009).
Performance measurement and management in public sector organizations. Public management and governance, 2, 151-164.
8. Rothstein, B. and Teorell, J. (2008), What Is Quality of Government? A Theory of Impartial Government Institutions. Governance, 21:165-190.
9. Carter, N. (1991). Learning to measure per- formance: the use of indicators in organizations.
Public Administration, 69(1), 85-101.
10. City of Charlotte, N C (1999), Balanced Scorecard.
1 1 . Diefenbach, T. (2009), "New public man- agement in public sector organizations: the dark sides of manageriaiistic 'enlightenment", Public administration, 87(4), 892-909.
12. Evan M. Berman (1998), Measuring pro- ductivity.
13. Georege A.Boyne (2003), "What is public service improvement?", Public Administration Vol.
81 No.2(p.211-227).
14. John Isaac Mwita (2000), "Performance management model, A systems-based approach to public service quality". The International Journal of Public Sector Management, Vol.13 No.1 (pp.19-37).
15. Kaplan, R. 8., & Norton, D. P. (2001).
Transforming the balanced scorecard from per- formance measurement to strategic management:
Part I. Accounting horizons. 15(1), 87-104.
16. Kouzmin, A., L#ffler, E., Klages, H., &
Korac-Kakabadse, N. (1999). Benchmarking and performance measurement in public sectors: towards learning for agency effectiveness International Journal of Public Sector Management, 12(2), 121-144.
17. Noordegraaf, M. & Abma, T. (2003),
"Management by Measurement? Public Management Practices Amidst Ambiguity", Public Administration, 81(4), pp. 853-871.
18. Micheli. P., & Neely, A. (2010). Performance measurement in the public sector in England:
Searching forthegolden thread. Public Administration Review, 70(4), 591-600.
19. Powell, T. C. (1995). Total quality man- agement as competitive advantage: a review and empirical study. Strategic management journal, 16(1), 15-37.
20. Winn, B.A. & Cameron, K.S. Research in Higher Education (1998), Organizational quality:
An Examiantion of the Malcolm Baldrige National Quality Framework. 39(5), 491-512,
2 1 . Wongrassamee, 8., Simmons, J. E , &
Gardiner, P. D. (2003), Performance measure- ment tools: the Balanced Scorecard and the EFQM Excellence Model, Measuring business excel- lence, 7(1), 14-29
22. The UK Government (2001), Measuring the performance of Government Department, National Audit Office.
23. Improving Government Periormance:
The Great Promise of the Baldrige Excellence Framework, 2016, https://pafimes.org/improving- government-performance-great-promise-baldrige- excellence-framework/,published October 2 1 , 2016.
24. Holzer, M., Charbonneau, E., & Kim, Y.
(2009). Mapping the terrain of public service qual- ity improvement: twenty-five years of trends and practices in the United States. International Review of Administrative Sciences, 75(3), 403-418. https://
doi.org/10.1177/0020852309341330.
To chiro nha nuwc so 3/3030