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Disseny d'un model o sistema propi de gestió de la qualitat i proximitat dels serveis de l'Ajuntament de L’Hospitalet
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[cat] Quan la New Public Management va portar el concepte de qualitat a l’Administració, aquest va arribar per quedar-s’hi. De fet, cap ciutadà entendria que les seves administracions no prestessin serveis de qualitat.
Des de l’aprovació de la primera norma estatal relativa a la gestió de la qualitat, ara fa prop de vint anys, els diferents nivells d’administració han anat acumulant experiència en el desenvolupament i aplicació d’un ampli ventall d’instruments adreçats a configurar sistemes de gestió de la qualitat i la millora permanent dels seus serveis. Les Cartes de Serveis, les normes ISO o els models EFQM en són alguns exemples. També en aquests anys el debat sobre la qualitat ha anat evolucionant sense arribar a un posicionament únic sobre si aquesta ha de centrar-se en la vessant objectiva, orientada als aspectes organitzatius i d’eficiència de les organitzacions, o ha d’enforcar-se cap a la qualitat subjectiva, és a dir, posant l’accent en el ciutadà i en les percepcions que tenen dels serveis que reben.
Avui, malgrat alguns avenços, a l’Ajuntament de L’Hospitalet els sistemes de gestió de la qualitat dels serveis continua sent una de les assignatures pendents. Precisament, aquest treball té per objecte el disseny d’un model o sistema propi de gestió de la qualitat dels serveis que presta l’Ajuntament. Partint de la teoria de la qualitat i del diagnòstic dels instruments de qualitat utilitzats actualment per l’ens local, aquest treball pretén proposar un model que aporti un equilibri entre la visió objectiva i subjectiva de la qualitat, així com donar resposta a les prioritats aportades pels gestors municipals i les recomanacions que el Síndic de Greuges fa respecte al dret a una bona Administració i a uns serveis públics de qualitat. Tot plegat, intentat reforçar un dels valors del món local com és la seva proximitat amb la ciutadania.
[eng] When New Public Management led to the concept of quality in the Administration, this is here to stay. In fact, not one citizen would understand that their administrations didn’t provide quality services. Since the approval of the first state law regarding quality management, almost twenty years ago, the different levels of government have gathered experience in the development and application of a wide range of instruments aimed to set quality management systems and permanent improvement of its services. Citizen Charters, ISO standards or EFQM models are some examples. By the way, in these years, the quality debate has evolved without reaching large consensus about whether it should focus on the objective side, oriented towards organizational aspects and the efficiency of organizations, or should focus on subjective quality, that is, emphasizing the citizen and the perceptions of the services they receive. Today, despite some progress, in the City of L'Hospitalet, the services’ quality management systems are still one of the outstanding issues to be solved. Indeed, this work is also intended to design a model or own service ‘s quality management system, provided by the City Council. On the basis of theory of quality and the quality instruments’ diagnosis used by the municipality, this work is aimed at proposing a model that contributes a balance between the objective and subjective vision of quality, as well as responding to the priorities contributed by municipal managers and to the recommendations that the Síndic de Greuges (Catalonia Ombudsman Office) regarding the right to good administration and to have quality public services. In addition, aiming to strengthen, one of the values of the local sphere, its proximity to citizenship.
[eng] When New Public Management led to the concept of quality in the Administration, this is here to stay. In fact, not one citizen would understand that their administrations didn’t provide quality services. Since the approval of the first state law regarding quality management, almost twenty years ago, the different levels of government have gathered experience in the development and application of a wide range of instruments aimed to set quality management systems and permanent improvement of its services. Citizen Charters, ISO standards or EFQM models are some examples. By the way, in these years, the quality debate has evolved without reaching large consensus about whether it should focus on the objective side, oriented towards organizational aspects and the efficiency of organizations, or should focus on subjective quality, that is, emphasizing the citizen and the perceptions of the services they receive. Today, despite some progress, in the City of L'Hospitalet, the services’ quality management systems are still one of the outstanding issues to be solved. Indeed, this work is also intended to design a model or own service ‘s quality management system, provided by the City Council. On the basis of theory of quality and the quality instruments’ diagnosis used by the municipality, this work is aimed at proposing a model that contributes a balance between the objective and subjective vision of quality, as well as responding to the priorities contributed by municipal managers and to the recommendations that the Síndic de Greuges (Catalonia Ombudsman Office) regarding the right to good administration and to have quality public services. In addition, aiming to strengthen, one of the values of the local sphere, its proximity to citizenship.
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Treballs Finals del Màster de Gestió Pública Avançada, Facultat de Dret, Universitat de Barcelona, Curs: 2017-2018, Tutor: Pano Puey, Esther
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GARCÍA-CALVILLO MORENO, Mari carmen. Disseny d'un model o sistema propi de gestió de la qualitat i proximitat dels serveis de l'Ajuntament de L’Hospitalet. [consulta: 23 de gener de 2026]. [Disponible a: https://hdl.handle.net/2445/126466]