| Since quality indicators are important evaluation tools they must be continuously improved in order for them to be successfully used in monitoring permanent activities. In this paper these indicators were analyzed in a simplistic fashion with the purpose of calling the authorities' attention to the importance of these indicators as operational tools in the total quality program conducted by governmental organizations. In order to attain this goal, it is not only necessary to redefine the state's role, but also to create the awareness as to the fact that public institutions are the real government, and that the population judges government performance based on the quality of services rendered by the public institutions. With the purpose of providing... |
