Génesis y formulación de la gestión de la calidad en la Comunidad Autónoma de Galicia

Resumo

This paper deals with the origin, formulation, and development of a quality management scenario in the context of the Galician Autonomous Community (Spain). Accordingly, the paper analyses a particular instrument of public quality management, namely, the ‘Cartas de Servicio’ (CdS; Citizen Charters). They constitute a fundamental stepping-stone in the consolidation of the quality management agenda at governmental level, as well as a blueprint to be taken into account in future quality management policy initiatives. Therefore, our aim is to outline the key components of the process that has set in motion the quality management agenda in Galicia. This process is an attempt to shift the prevalent paradigm of bureaucratic public management, and thus effectively implement a project of organizational culture change. On the one hand, it establishes new processes of interpersonal communication in order to ensure public service legitimacy. On the other, it pays special attention to the satisfaction of both internal and external clients of the Galician Administration.