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National Repository of Grey Literature 2 records found  Search took 0.00 seconds. 
The possibilities and limits of using the method of mystery shopping in the measurement of the public services quality
 Hankovský, Jakub ; Veselý, Arnošt (advisor) ; Hiekischová, Michaela (referee)
Thesis on the topic of the possibilities and limits of using the method of mystery shopping in the measurement of the public services quality is intended to introduce the method of mystery shopping and to evaluate the possibility of its use in the public services quality measurement through its application. Quality is a broad term which is associated with many definitions. Public services have many specifics compared to the private ones, dominated by the lack of profit and focus on meeting the public interest. Even the definition of quality and performance standards in the public sector differs from those in the private sector. Mystery shopping, which is heavily used in measuring the level of service quality in the private sector occurs rarely in the common practice of public services. The public sector is declaratively for several decades focused on the quality of its services. We can identify a clear commitment to achieving quality perceived from the perspective of actual customer which is represented by the approach of good governance, promoted by the UN, to the National Quality Policy and Strategy of national policy to quality strategy Smart administration. Strategy and objectives are accompanied by a number of methods to standardize, manage and measure the quality of public services, which are...
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Comparison of employment policy in relation to graduate unemployment in the Czech and Slovak Republics
 Hankovský, Jakub ; Kotrusová, Miriam (advisor) ; Geissler, Hana (referee)
This thesis deals with the problem of graduate unemployment. Europe is suffering from high unemployment among young people and the Czech and Slovak republic are no exceptions. Graduates are among the vulnerable groups in the labor market and their most common deficiency from the perspective of czech employers and experts is the lack of practice. According to Gary Becker, we receive human capital in the process of formal education and then we supplement it with competences gained by training with an employer. Czech and Slovak republic invest in human capital of graduates through active employment policies in two fundamental ways. They attempt to integrate candidates to the labor market and thereby to secure them a work experience or to invest in the human capital of graduates directly through requalification or other educational courses. In the Czech Republic graduates and young people are not defined by law as a risk group in the labor market since 1.1.2012 and the only measure that is explicitly targeted at this group is a program funded by the European Social Fund called "internships in companies - learning experience." Slovakia dedicates a tool called "graduate practice" to graduates, which encourages employers through contributions to creating jobs for graduates at least for the duration of...
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