SIGMA's workshop on Quality Management in Public Services made participants aware of key elements in quality management and will enable them to apply these approaches in their daily role within the Government. The workshop will also encourage team work and peer learning across the public organisations in Croatia.

1. REPUBLIKA HRVATSKA
MINISTARSTVO UPRAVE
2 Rue André Pascal
75775 Paris Cedex 16
France
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Tel: +33 (0) 1 45 24 82 00
Fax: +33 (0) 1 45 24 13 05
www.sigmaweb.org
This document has been produced with the financial assistance of the European Union. The views expressed herein
can in no way be taken to reflect the official opinion of the European Union, and do not necessarily reflect the views
of the OECD and its member countries or of beneficiary countries participating in the SIGMA Programme.
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Croatia
Seminar on
“Quality management in public services – policies and tools for citizen-centred
public services”
Zagreb, 22-23 May 2014
(School of Public Administration)
Organisers
 The Ministry of Public Administration (MoPA)
 SIGMA, a joint initiative of the OECD and the European Commission, principally funded
by the EC (www.SIGMAweb.org)
General Objectives
 To make the participants aware of the key elements of quality management
 To enable the participants to apply the approaches, tools and case studies in their own
context through inputs by trainers and group exercises
 To encourage team work and peer learning across public organisations in Croatia
General Topics
 Understanding how to measure quality in a public sector context
 Getting the building blocks in place: Strategy and leadership for driving quality
 Different tools for involving staff and citizens in improving service quality
 Good practice approaches in the EU Member States
Target Groups (30 participants)
 Policy makers and top officials
 Top managers of public administration
 Managers and leading experts of the MoPA
 Representatives of NGOs, trade unions and media
Programme: Day 1

2. 2
09:00 – 09:30 Welcome and registration
09:30 – 10:00 Opening session
Presentation of the programme
Introduction of the participants and trainers
Ice-breaker exercise
Facilitator: Elke Löffler, SIGMA expert
10:00 – 11:30 Objective: to make the participants familiar with key concepts of performance
measurement and enable them to define objectives, performance indicators and
targets
“Measuring and managing performance:
Objectives, performance indicators and targets”
Speakers and facilitators of group exercise:
Gilles Chevalier and Elke Löffler, SIGMA experts
11:30 – 11:45 Coffee break
11:45 – 13:00 Objective: to enable participants how to develop pathways to outcomes
“Strategic management: Developing pathways to outcomes“
Speaker and facilitation of group exercise: Elke Löffler and Marcel Guenoun,
SIGMA experts
13:00 – 14:00 Lunch
14:00 – 15:00
Objective: To make participants aware that not every stakeholder is equally
important and enable them to use different involvement strategies for different
staekholders
“Stakeholder mapping: Implementing your strategy“
Speaker and facilitator: Gilles Chevalier and Ana Andrade, SIGMA experts
15:00 – 16:00 Objective: To learn about the difference between leadership and management and
be aware of organisational cultures
“Leadership and management in different organisational cultures”
Speaker and facilitation of group exercise: Elke Löffler, SIGMA expert
16:00 Closing of Day 1 of the seminar

3. 3
Programme: Day 2
09:30 – 11:00
Objective: to make the participants familiar with key approaches of undertaking self-
assessments and the self-assessment check-list of the CAF
“Staff involvement: Self-assessment based on the CAF”
Speakers and facilitators of group exercise:
Ana Andrade and Gilles Chevalier, SIGMA experts
11:30 – 11:45 Coffee break
11:45 – 13:00 Objective: To make participants aware of different approaches of involving citizens in
quality improvement
“Citizen involvement: User groups, citizen panels and satisfaction surveys”
Speaker and facilitation of group exercise: Marcel Guenoun and Elke Löffler,
SIGMA experts
13:00 – 14:00 Lunch
14:00 – 15:00
Objective: To make participants aware of good practice cases in Croatian public
administration and encourage them to share lessons learnt
“A good practice case from Croation public administration“
Speaker and facilitator: Tomislav Mičetić, Secretary General, Ministry of Public
Administration
15:00 – 16:00 Objective: To take stock and plan the next training seminar
“Feedback and assignments for the next training seminar”
Facilitation : All trainers
16:00 Closing of Day 2 of the seminar