Abstract: . . .  requirements of the ISO 9000 series. Once the pilot projects were completed, a preliminary audit was made of each of the quality systems, and they were found to meet the ISO 9000 criteria. The quality systems were then introduced in day-to-day work. The first Interim Evaluation of the ISO 9000 Pilot Projects in 1996 The work done by the pilot projects after the ?Quality and the Community Project? ended was evaluated in a follow-up study in spring 1996. The empirical part of this study was done by means of . . .
. . .  various quality improvement tools. In this survey it was found that ISO 9000 was used only in 12% of the municipalities. Quality Award criteria was used in 16% and Balanced Score card in 30% of the cases. The most used method was the personnel annual report, in 63% of the municipalities and customer satisfaction surveys were used in 56%. Several methods were used simultaneously in many municipalities. ISO 9000 certification is used very seldom. Only about 20 municipalities have certified some of their . . .
. . .  Municipal Services (1995). The Association of Finnish Local Authorities, Helsinki. SFS-EN 9004-2 (1992). Quality management and quality system elements. Finnish Standards Association, Helsinki. Total Quality Management in Municipal Service Provision (1995). The Association of Finnish Local Authorities, Helsinki.  . . .
. . .  palveluille: Seurantatutkimus SFS-EN ISO 9000 standardien soveltamisesta viiden pilottikunnan palvelutuotannon laadunparantamiseen. (SFS-EN ISO 9000 standards as a new quality strategy for public services: Follow-up study of the application of the SFS-EN ISO 9000 standards for improvement of service quality in five pilot municipalities). Unpublished Master?s thesis. University of Vaasa. Quality in the Procurement of Municipal Services (1995). The Association of Finnish Local Authorities, Helsinki. SFS-EN . . .
. . .  palveluille: Seurantatutkimus SFS-EN ISO 9000 standardien soveltamisesta viiden pilottikunnan palvelutuotannon laadunparantamiseen. (SFS-EN ISO 9000 standards as a new quality strategy for public services: Follow-up study of the application of the SFS-EN ISO 9000 standards for improvement of service quality in five pilot municipalities). Unpublished Master?s thesis. University of Vaasa. Quality in the Procurement of Municipal Services (1995). The Association of Finnish Local Authorities, Helsinki. SFS-EN . . .
. . .  soveltamisesta viiden pilottikunnan palvelutuotannon laadunparantamiseen. (SFS-EN ISO 9000 standards as a new quality strategy for public services: Follow-up study of the application of the SFS-EN ISO 9000 standards for improvement of service quality in five pilot municipalities). Unpublished Master?s thesis. University of Vaasa. Quality in the Procurement of Municipal Services (1995). The Association of Finnish Local Authorities, Helsinki. SFS-EN 9004-2 (1992). Quality management and quality system elements. . . .
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