Kryteria oceny procesów usługowych w urzędach administracji samorządowej

In 1999, the Gmina Office in Dzierżynowo was the first Gmina Office in Poland to attain the Certificate in Quality Management. Since then, the large number of local administration offices has began to reorganize the functioning systems in order to adjust them to the requirements of the EN ISO 9001:2000 norm. The EN ISO 9001:2000 norm recommends defining the criteria which are required to guarantee the effident progression and supervision of the said processes. The completion of this recommendation in the local administration offices involves identifying the criteria of service processes evaluation. The main objectives of this work were to characterize the service processes and to define which criteria are to be employed in their accomplishment. Based on the research carried out, this work formulated recommendations concerning the criteria of service processes evaluation.