Zarządzanie jakością w instytucjach publicznych

In the paper some systems and methods for quality management in the public sector were presented. There are three key elements in the process of public services providing: service standard, the way of services providing adjusted to the organization and social demand and improvement the way of providing services resultant from the analysis of received results and the level of satisfaction of citizens – clients of administration. Units and institutions of public sector ought to use proper methods and techniques of management to achieve the quality of services desired by clients