LOURO, Ana; SILVA, Maria José - A common assessment framework como instrumento de inovação nos serviços públicos. In LOURENÇO, Luís; SILVA, Maria José [ed. lit.] - Tópicos avançados de Gestão: reflexões contributo e aplicações. Covilhã: UBI, 2010. ISBN 978-989-654-029-6. p. 197-210
ISBN 978-989-654-029-6
Title
A common assessment framework como instrumento de inovação nos serviços públicos
Subject
Innovation in services Common assessment framework Self assessment
Date
2010-09-02T08:58:47Z 2010-09-02T08:58:47Z 2010
Description
disponível apenas o resumo Several authors have been working on the concept of innovation in services
as a tool that aims to bring the efficiency and effectiveness of those services. The
application of management tools within the private government advocates the
introduction of a new public management, given the quality, the self-assessment and
therefore the promotion of innovation in services. In this context, the Common
Assessment Framework (CAF) emmerges as a tool for self-assessment, based on the
model of excellence of the European Foundation for Quality Management (EFQM),
which the public sector can use to promote continuous improvement and therefore
innovation in their services. Based on the theoretical framework developed in the literature review, this study
assumes an analysis of surrounding the CAF, and if that in itself will have an influence
to advocate for innovation in services, thus assuming a tool for scholars and public
institutions to help themselves to improve their knowledge and organizational
performance.
