Resumo

MOYADO ESTRADA, FRANCISCO. Governance and quality of public management. estud.gerenc. [online]. 2011, vol.27, n.120, pp.205-226. ISSN 0123-5923.

This research focuses on a study of the incorporation of quality in the roles of government and public management. Based on a review of the most representative literature published in the last fifteen years, an analysis is conducted of global changes and their effects on the transformations of the State in order to propose a new approach to governance. This general framework provides the basis for a discussion of convergence between new public management and quality, based on experience with administrative reforms implemented in Latin American governments for the past two decades. Lastly, it provides a review of the contributions of the quality management model and certification of services through the implementation of ISO 9000 standards and process analysis in public organizations.

Palavras-chave : Governance; public management; quality; certification; processes.

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