La modernisation du service public maghrébin à travers les démarches qualité

Abstract

Fully adapted to the functioning of a modern community, backed by major players in the local government service, quality processes make better and more visible public services, promote listening to users, mobilize teams around a common project energizing. It structures the efforts for the benefit of citizens.

Before taking the definition of quality process and methods of its implementation, this article will firstly study the development of the concept of "public service" from classic definition satisfying a need to the general interest to a definition putting the citizen / User at the center of these concerns; it still seeks to acquire a quality public service.

And finally, to overcome the findings and suggest areas for reform and concrete commitment, we will try to offer some ideas that will help Maghreb governments and its public institutions to develop a true public process quality management.