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Um estudo sobre o uso da evidência física para gerar percepções de qualidade em serviços: casos de hospitais brasileiros. ; A study on the use of physical evidence to generate service quality perceptions: case studies of brazilian hospitals.

Loures, Carlos Augusto da Silva
Fonte: Biblioteca Digitais de Teses e Dissertações da USP Publicador: Biblioteca Digitais de Teses e Dissertações da USP
Tipo: Dissertação de Mestrado Formato: application/pdf
Publicado em 15/09/2003 Português
Relevância na Pesquisa
46%
O tema central desta dissertação é o uso da evidência física como forma de gerar percepções de qualidade de serviços por parte de clientes. A realização de um estudo exploratório justifica-se pela baixa produção acadêmica sobre o tema no Brasil. Na primeira parte da dissertação é feita revisão bibliográfica em que se abrange: importância dos serviços; definições de serviços; características de serviços; classificações de serviços; serviços de saúde; encontros de serviço; qualidade de serviços; e evidência física. Na segunda parte do trabalho, apresentam-se a metodologia e os resultados de uma pesquisa de campo, realizada para verificar como os conceitos estudados são praticados por três hospitais brasileiros. Na conclusão do trabalho são apresentadas as principais contribuições práticas e teóricas, um resumo das principais descobertas da pesquisa de campo, as restrições e limitações do trabalho e recomendações de pesquisas futuras para outros autores que tenham interesse pelo tema.; The aim of this dissertation is the use of physical evidence as a way to generate service quality perceptions from clients. The realization of an exploratory research is justified by the low academic production on the subject in Brazil. In the first part of the dissertation is presented a bibliographic review including: the importance of services; service definitions; service characteristics; service classification; health services; service encounters; service quality; and physical evidence. In the second part of this work are presented the methodology and the results of a field research in order to verify how the concepts reviewed are practiced by three Brazilian hospitals. At the conclusion are presented the main practical and theoretical contributions...

Caracterização do perfil assistencial dos pacientes adultos de um pronto-socorro; Characterization of the care profile of adult patients of an emergency medical service

Ohara, Renato
Fonte: Biblioteca Digitais de Teses e Dissertações da USP Publicador: Biblioteca Digitais de Teses e Dissertações da USP
Tipo: Dissertação de Mestrado Formato: application/pdf
Publicado em 21/08/2009 Português
Relevância na Pesquisa
36.18%
O pronto socorro é uma unidade do hospital destinada à assistência a pacientes externos com ou sem risco de morte, que necessitam de atendimento imediato, cujo funcionamento se dá nas 24 horas do dia sendo fundamental a determinação do número necessário de profissionais de enfermagem para prestar assistência com qualidade satisfatória, pois a falta de profissionais de enfermagem com diferentes níveis de formação e a sobrecarga de trabalho aumentam o risco de ocorrência de falhas com prejuízo da qualidade na assistência ao paciente. Os instrumentos de classificação de pacientes são utilizados pela enfermagem em qualquer unidade assistencial e estabelecem as características da população assistida de acordo com a necessidade de cuidados requerida, sendo indispensável para a determinação das necessidades de pessoal e alocação quantitativa e qualitativa dos mesmos. Com o objetivo de caracterizar o perfil assistencial dos pacientes adultos durante a internação no pronto-socorro como um dos subsídios para o dimensionamento do pessoal de enfermagem desenvolveu-se uma pesquisa exploratória no método do estudo de caso, em um pronto-socorro, clínico e cirúrgico, de um hospital geral, público estadual que possui 24 leitos de observação e dez leitos na unidade de atendimento de emergências...

Aplicabilidade da CID-10, CID-OE e CIF na análise dos afastamentos do trabalho por motivo odontológico em um serviço público federal; Applicability of ICD-10, ICD-DA and ICF in the analysis of absenteeism from work due to dental reasons in a federal public service

Togna, Gisele dos Reis Della
Fonte: Biblioteca Digitais de Teses e Dissertações da USP Publicador: Biblioteca Digitais de Teses e Dissertações da USP
Tipo: Dissertação de Mestrado Formato: application/pdf
Publicado em 17/06/2010 Português
Relevância na Pesquisa
36.11%
A utilização adequada de um sistema de códigos é fundamental para a qualidade das informações de saúde registradas com o propósito de subsidiar o planejamento, a programação e a avaliação das ações de saúde. O objetivo do trabalho foi descrever o padrão de uso da Classificação Estatística Internacional de Doenças e Problemas Relacionados à Saúde (CID) em atestados odontológicos apresentados em um serviço público federal com a finalidade de concessão de licença para tratamento de saúde. Analisou-se a concordância entre a codificação apresentada nos atestados e a codificação atribuída por cirurgiões-dentistas peritos oficiais; o grau de especificidade das codificações e a perspectiva de uso da Classificação Internacional de Funcionalidade, Incapacidade e Saúde (CIF). Este estudo concluiu que é necessário um aperfeiçoamento na utilização da Classificação Estatística Internacional de Doenças e Problemas Relacionados à Saúde Décima Revisão (CID-10) e que o uso complementar da Classificação Internacional de Doenças em Odontologia e Estomatologia (CID-OE) e da Classificação Internacional de Funcionalidade, Incapacidade e Saúde (CIF) pode favorecer o processo de tomada de decisão quanto à necessidade de afastamento do trabalho...

A fronteira difusa entre atividades de serviços e não serviços

Gonçalves, Cecília Maria
Fonte: Universidade do Minho Publicador: Universidade do Minho
Tipo: Dissertação de Mestrado
Publicado em //2012 Português
Relevância na Pesquisa
36.2%
Dissertação de mestrado em Serviços de Informação; O setor terciário, setor económico relacionado com os serviços, encontra-se nos dias de hoje extremamente diversificado. Neste se têm observado elevados avanços tecnológicos e diversas mudanças estruturais, sendo o setor da economia que mais cresceu nas últimas décadas, mundialmente (Baida, Akkermans, & Gordijn, 2008). Uma grande diversidade de serviços é utilizada diariamente pela população. Os serviços de transporte, de comunicação móveis ou fixos, de saúde, financeiros, são exemplos de serviços que utilizamos com maior ou menor frequência. Todavia, os serviços diferem entre si, tanto nas suas características como na forma em que são fornecidos. O presente trabalho pretende dar um contributo para a identificação e clarificação da fronteira existente entre atividades de serviços e de não serviços, de modo a definir com rigor a distinção entre ambosambas. Foi realizado com base numa exaustiva revisão de literatura e na nossa própria reflexão sobre o tema. Cumulativamente deduziu-se um conjunto de critérios fundamentais para a construção de um instrumento de classificação de atividades de serviços. A identificação de tais critérios foi realizada com base na comparação entre os resultados de um questionário submetido a uma amostra representativa de prestadores e utilizadores de um conjunto de serviços. Bem como das respostas fornecidas por um painel de especialistas...

Preparatory Work for a World Bank Programming Mission on Civil Service Reform in Indonesia

Holfelt, Ingrid
Fonte: World Bank, Washington, DC Publicador: World Bank, Washington, DC
Português
Relevância na Pesquisa
36.14%
This report describes a mission to Indonesia, with the purpose of mapping Human Resources Management (HRM) Practices in three selected ministries: Finance (MoF), Foreign Affairs (MoFA), and Home Affairs (MoHA). The mappings within these ministries were intended to provide an input to a World Bank Programming Mission on Civil Service Reform scheduled for 2-13 February 2009 to determine what kind of support the World Bank could provide in helping the Government of Indonesia (GOI) develop its ongoing civil service reform program. This report is a summary of the information gathered and includes a comparison among the three ministries. The summary is organized in accordance with the HRM core areas: (i) human resources strategy, (ii) job classification, (iii) recruitment, (iv) career management, (v) performance management, (vi) ethics management, (vii) training and development, (viii) remuneration, and (ix) the organization of the HR divisions.

Republic of Iraq Public Expenditure Review : Toward More Efficient Spending for Better Service Delivery

World Bank Group
Fonte: Washington, DC: World Bank Group Publicador: Washington, DC: World Bank Group
Português
Relevância na Pesquisa
36.12%
The report is organized as follows. Chapter one sets out the strategic context for Iraq, including the evolving political situation, macroeconomic context, and poverty and social conditions. Chapter two analyzes the trends in, and composition of, public expenditure, both from economic and functional perspectives. This chapter discusses the efficiency of public expenditure in Iraq (that is, through benchmarking as well as direct output comparisons) and identifies, on the basis of analysis, key sectors for further in-depth assessment for the second phase. It also looks at revenue management issues drawing on the Country Economic Memorandum (CEM). Chapter three examines strategic prioritization and budget execution issues in Iraq. In particular, it reviews the national development priorities, as articulated in the National Development Plan (NDP) and poverty reduction strategy (PRS), and examines the strategic orientation of public expenditures, that is, to what extent public expenditure priorities relate to Iraq s development plan. This chapter also focuses on public investment in Iraq...

Classification of reasons for poor customer experiences in service industries: the case of public transport

Hutchinson, T.
Fonte: Gordon Breach Sci Publ Ltd Publicador: Gordon Breach Sci Publ Ltd
Tipo: Artigo de Revista Científica
Publicado em //2011 Português
Relevância na Pesquisa
36.11%
This paper examines why failures and deficiencies in customer service occur, as discussed in both general business research and in public transport research. The focus is not on individual encounters between customers and a service provider, but on the organisational context that leads to a particular quality of customer experience. Going beyond the facts about service quality, the reasons for failures in quality need to be classified and organised. Suggestions are made for this, beginning by distinguishing between reasons internal to public transport itself (which are split into four types, each being sub-classified) and those external (again of four types, each subclassified). The proposed method of organising the reasons is not specific to public transport, but could be adapted to other industries.; T.P. Hutchinson

Semi-automatic semantic-based web service classification

Corella, Miguel Ángel; Castells, Pablo
Fonte: Springer Berlin Heidelberg Publicador: Springer Berlin Heidelberg
Tipo: conferenceObject; bookPart
Português
Relevância na Pesquisa
46.17%
The final publication is available at Springer via http://dx.doi.org/10.1007/11837862_43; Proceedings of BPM 2006 International Workshops, BPD, BPI, ENEI, GPWW, DPM, semantics4ws, Vienna, Austria, September 4-7, 2006.; With the expectable growth of the number of Web services available on the WWW and service repositories, the need for mechanisms that enable the automatic organization and discovery of services becomes increasingly important. Service classification using standard or proprietary taxonomies is a common and simple facility in this context, complementarily to more sophisticated service management retrieval techniques. In this paper we propose a heuristic approach for the semi-automatic classification of Web services, based on a three-level matching procedure between services and classification categories, assuming a corpus of previously classified services is available. An experimental test of the proposed techniques is reported, showing positive results.

A classification tree approach to identify key factors of transit service quality

de O??a, Juan; de O??a, Roc??o; Calvo, Francisco J.
Fonte: Elsevier Publicador: Elsevier
Tipo: Artigo de Revista Científica
Português
Relevância na Pesquisa
36.16%
A key aspect to take into consideration when developing indices to evaluate transit service quality is to determine how much weight passengers give to each attribute when making a global assessment of service quality (SQ). The simplest method of a direct question in customer satisfaction survey (CSS) poses a number of problems, and therefore statistical regression methods have been developed to infer attribute importance on the basis of CSS or stated preference surveys. However, most regression models have their own model assumptions and pre-defined underlying relationships between dependant and independent variables. If these assumptions are violated, the model could lead to erroneous estimations. This paper proposes using a classification and regression tree (CART) that does not require any pre-defined underlying relationship between dependent and independents variables, to identify the key factors affecting bus transit quality of service. The paper uses the data gathered in a CSS conducted on the Granada metropolitan transit system in 2007, which was a non-research oriented survey. Two CART models were developed to compare the key attributes identified before and after making passengers reflect on the main aspects of the system. The outcomes show that...

Democratic Republic of Congo - Public Expenditure Review (Vol. 1 of 2) : Executive Summary; Democratic Republic of Congo - Public expenditure review

World Bank
Fonte: Washington, DC Publicador: Washington, DC
Tipo: Economic & Sector Work :: Public Expenditure Review; Economic & Sector Work
Português
Relevância na Pesquisa
36.16%
This report is based on the work carried out during the second half of 2002 in close collaboration with the Democratic Republic of Congo (DRC) government. It is part of a full range of efforts undertaken since July 2001 by the World Bank and the International Monetary Fund, the goal of which is to help the DRC set in place a modern and viable public expenditure management system, specifically capable of tracking the destination of resources and assessing the quality of the work and services produced with their assistance, particularly as regards expenditures of potential benefit to the poorer segments of the population. Also, the World Bank's Transitional Support Strategy for the DRC, dated June 2001, had proposed that a public expenditure review (the review) be performed in order to make the departments more effective and improve the transparency of public resource management. In this regard, it should be noted that the chapter one analysis led to the World Bank's decision to undertake more in-depth work on the following subjects: (i) management of so-called common expenditures...

Republic of Niger : 2012 Public Expenditure Review

World Bank
Fonte: Washington, DC Publicador: Washington, DC
Tipo: Economic & Sector Work :: Public Expenditure Review; Economic & Sector Work
Português
Relevância na Pesquisa
36.12%
The Government's Plan for Economic and Social Development (PESD) 2012-2015 outlines an ambitious public expenditure program to foster sustainable inclusive growth and to improve public service delivery. The 2012 Public Expenditure Review (PER) is the first in a planned series of annual PERs (APERs). The objective of APERs is to provide decision makers in the Nigerien government, domestic stakeholders, as well as Niger's development partners with regular information and analysis on budgetary developments. The APER process aims to meet information requirements of interested stakeholders while minimizing the transaction cost for government. In the absence of a regularly published APER, the authorities are confronted with frequent and often duplicative requests for information, which claim significant staff time in an already very capacity constrained public sector environment. It is envisaged that a "one assessment - one process" approach will help to reduce transaction costs for government while meeting information requirements of interested stakeholders. The APERs will consist of three main parts. The first part will monitor public expenditure performance and the implementation of public financial management reforms. The second part will focus on sectoral public expenditure issues...

Strengthening Public Revenue and Expenditure Management to Enhance Service Delivery

World Bank
Fonte: Washington, DC Publicador: Washington, DC
Tipo: Economic & Sector Work :: Policy Note; Economic & Sector Work
Português
Relevância na Pesquisa
36.14%
To achieve higher growth and reduce poverty and inequality, Mexico needs to improve public service delivery. Mexico is a middle-income country with continuing high levels of poverty (46.2 percent of the population). To improve public sector service delivery, Mexico needs to ensure sufficient financial and human resources relative to the needs of the population, and effective and efficient public management of spending programs to address those needs-two basic prerequisites for an effective public sector. Mexico's public service delivery is hindered by low tax collection and expenditure inefficiencies at all three levels of government: federal, state, and municipal. Mexico's tax collection is also low by Latin American standards. The problem of low tax collection is particularly acute at the local level, as many subnational governments lack incentives and administrative capacity. At the local level, improving tax collection faces additional challenges. Low subnational tax collection increases the volatility of subnational finances within Mexico's fiscal federalism framework. Subnational governments need incentives and assistance to improve their tax administration to increase own revenues. As part of an ambitious strategy to modernize public sector financial management...

National Wetlands Reconnaissance Survey; Classification of wetlands and deepwater habitats of the United States

U.S. Fish and Wildlife Service; United States -- Soil Conservation Service
Fonte: Geological Survey ( Reston Va ) Publicador: Geological Survey ( Reston Va )
Tipo: cartographic Formato: maps : col. ; 45 x 81 cm. on sheets 61 x 100 cm. folded to 20 x 25 cm.
Publicado em / 1982/1981 Português
Relevância na Pesquisa
36.09%
Includes location map, location diagram and reliability diagram.; Part of the set for the whole U.S.; Accompanied by booklet: Classification of wetlands and deepwater habitats of the United States/Biological Services Program, Fish & Wildlife Service, U. S. Dept. of the Interior, 1979 (103 p.); Each sheet has title.; Relief shown by contours and bathymetric isolines.; (Funding) Funded in part by the University of Florida, the Florida Heritage Project of the State University Libraries of Florida, the Institute for Museum and Library Services, and the U.S. Department of Education's TICFIA granting program.; (Statement of Responsibility) produced by the United States Fish and Wildlife Service with support from the United States Department of Agriculture, Soil Conservation Service.

National Wetlands Reconnaissance Survey; Classification of wetlands and deepwater habitats of the United States

U.S. Fish and Wildlife Service; United States -- Soil Conservation Service
Fonte: Geological Survey ( Reston Va ) Publicador: Geological Survey ( Reston Va )
Tipo: cartographic Formato: maps : col. ; 45 x 81 cm. on sheets 61 x 100 cm. folded to 20 x 25 cm.
Publicado em / 1982/1981 Português
Relevância na Pesquisa
36.09%
Includes location map, location diagram and reliability diagram.; Part of the set for the whole U.S.; Accompanied by booklet: Classification of wetlands and deepwater habitats of the United States/Biological Services Program, Fish & Wildlife Service, U. S. Dept. of the Interior, 1979 (103 p.); Each sheet has title.; Relief shown by contours and bathymetric isolines.; (Funding) Funded in part by the University of Florida, the Florida Heritage Project of the State University Libraries of Florida, the Institute for Museum and Library Services, and the U.S. Department of Education's TICFIA granting program.; (Statement of Responsibility) produced by the United States Fish and Wildlife Service with support from the United States Department of Agriculture, Soil Conservation Service.

National Wetlands Reconnaissance Survey; Classification of wetlands and deepwater habitats of the United States

U.S. Fish and Wildlife Service; United States -- Soil Conservation Service
Fonte: Geological Survey ( Reston Va ) Publicador: Geological Survey ( Reston Va )
Tipo: cartographic Formato: maps : col. ; 45 x 81 cm. on sheets 61 x 100 cm. folded to 20 x 25 cm.
Publicado em / 1982/1981 Português
Relevância na Pesquisa
36.09%
Includes location map, location diagram and reliability diagram.; Part of the set for the whole U.S.; Accompanied by booklet: Classification of wetlands and deepwater habitats of the United States/Biological Services Program, Fish & Wildlife Service, U. S. Dept. of the Interior, 1979 (103 p.); Each sheet has title.; Relief shown by contours and bathymetric isolines.; (Funding) Funded in part by the University of Florida, the Florida Heritage Project of the State University Libraries of Florida, the Institute for Museum and Library Services, and the U.S. Department of Education's TICFIA granting program.; (Statement of Responsibility) produced by the United States Fish and Wildlife Service with support from the United States Department of Agriculture, Soil Conservation Service.

Unsupervised classification of natural areas

United States -- National Biological Service; Florida Cooperative Fish and Wildlife Research Unit; Florida -- Game and Fresh Water Fish Commission; NOAA Coastal Ocean Program (U.S.)
Fonte: National Biological Service ( Gainesville Fla ) Publicador: National Biological Service ( Gainesville Fla )
Tipo: cartographic Formato: 1 map : col. ; 66 x 48 cm. on sheet 90 x 61 cm.
Publicado em //1994 Português
Relevância na Pesquisa
45.89%
Remote-sensing map.; "Projection: UTM - Zone 17 - Spheroid: Clark 1866 - Datum: NAD27 - Units: Meters."; DRAFT - This is not a distribution product."; "This map was compiled using LANDSAT TM 5 imagery from April 1994."; "Florida Biological Diversity Project, National Biological Service."; (Funding) Funded in part by the University of Florida, the Florida Heritage Project of the State University Libraries of Florida, the Institute for Museum and Library Services, and the U.S. Department of Education's TICFIA granting program.; (Statement of Responsibility) cooperators: NBS, Florida Cooperative Fish and Wildlife Research Unit, University of Florida, Florida Game and Fresh Water Fish Commission, NOAA Coastal Ocean Program.

Unsupervised classification of natural areas

United States -- National Biological Service; Florida Cooperative Fish and Wildlife Research Unit; Florida -- Game and Fresh Water Fish Commission; NOAA Coastal Ocean Program (U.S.)
Fonte: National Biological Service ( Gainesville Fla ) Publicador: National Biological Service ( Gainesville Fla )
Tipo: cartographic Formato: 1 map : col. ; 66 x 48 cm. on sheet 90 x 61 cm.
Publicado em //1994 Português
Relevância na Pesquisa
45.89%
Remote-sensing map.; "Projection: UTM - Zone 17 - Spheroid: Clark 1866 - Datum: NAD27 - Units: Meters."; DRAFT - This is not a distribution product."; "This map was compiled using LANDSAT TM 5 imagery from April 1994."; "Florida Biological Diversity Project, National Biological Service."; (Funding) Funded in part by the University of Florida, the Florida Heritage Project of the State University Libraries of Florida, the Institute for Museum and Library Services, and the U.S. Department of Education's TICFIA granting program.; (Statement of Responsibility) cooperators: NBS, Florida Cooperative Fish and Wildlife Research Unit, University of Florida, Florida Game and Fresh Water Fish Commission, NOAA Coastal Ocean Program.

Healthcare product-service system characterisation - implications for design

Yip, Man Hang
Fonte: University of Cambridge; Department of Engineering; Institute for Manufacturing; Christ's College Publicador: University of Cambridge; Department of Engineering; Institute for Manufacturing; Christ's College
Tipo: Thesis; doctoral; PhD
Português
Relevância na Pesquisa
36.19%
The engineering design process transforms stakeholders? needs and desires into design specifications. In this process, manufacturers make decisions that impact how much value can be generated from a new product/service. Clear design specification can enhance the value of a product/service. This research study focuses on the engineering design process for systems of products and services - product-service systems (PSSs). An unambiguous PSS classification could help manufacturers to produce clearer design specifications, however there is a lack of clear PSS classifications for engineering design. Existing classifications rely on an out-dated distinction between tangible objects as products, and everything else as a service, a division that inappropriately classifies digital products as services. To develop a coherent PSS classification, it is necessary to understand which characteristics of PSS can clarify its design specification. This research addresses this problem by determining the PSS characteristics that are useful for clarifying the design specification. The research aims to develop a PSS characterisation scheme and explore how the scheme influences design specifications. To achieve these aims, case study and action research methods are employed. This study has developed a PSS characterisation scheme that clarifies design specifications and a method to systematically apply this scheme...

Characterizing Product-Service Systems in the Healthcare Industry - an Internal Stakeholder Perspective

Yip, Man Hang; Phaal, R.; Robert, D. R.
Fonte: IEEE Publicador: IEEE
Tipo: Article; published version
Português
Relevância na Pesquisa
36.18%
This is the final version. It was first published by IEEE at http://ieeexplore.ieee.org/xpls/abs_all.jsp?arnumber=6838044.; This paper presents a preliminary productservice system (PSS) classification framework, which challenges the existing schemes that have not distinguished between service and intangible product. Two recently completed cases in the health information and communications technology (ICT) sector have revealed new dimensions for PSS classification from the perspective of internal stakeholders, that is those within the company who are directly involved in the new PSS development. These new dimensions are volume, value, and quality. Volume is the relative number of product / service elements in the PSS. Value is the relative product / service contribution to the worth of the PSS. Quality is the features, knowledge, skills and attitudes that affect the successful usage of the PSS. The findings also suggested that a PSS configuration might remain constant when the product and service proportions change. The results from these two cases have provided important directions for further work in PSS classification. Keywords

The implementation of the civil service law and a future merit system : [presentation given February 29, 2012]

Sinani-Lulaj, Majlinde
Fonte: Rochester Instituto de Tecnologia Publicador: Rochester Instituto de Tecnologia
Tipo: Capstone Project
Português
Relevância na Pesquisa
36.17%
This Capstone Project addresses the significant challenge of improving the Law on Civil Service (LCS) in Kosovo. It provides an analysis of the current state of the civil service and level of implementation of the LCS. The project analysis was based on surveys, published reports, and professional assessments. Job descriptions, classification of job positions, and performance evaluation, as important components of merit system are elaborated and highlighted. The LCS sets the rules for overall management, organization, rights, obligations, career progression and professional development of civil servants. With the 2010 enactment of the LCS there was a dramatic reduction of over 60 % of the total number of civil servants from the Government payroll list. This reduction was a direct result of the recategorization of civil service which excludes education, medical and uniformed personnel. Even though the number of civil servants has reduced, there remains roughly the same number of job titles on the payroll list ... This is one of a number of irregularities not appearing to comply with the LCS. This Capstone Project has five major recommendations: 1. There should be wide spread political support and courage for implementation of meritocracy in civil service. 2. There must be an accurate classification of job positions and therefore ensure a proper and accurate allocated budget. 3. It is essential to have a comprehensive review in job descriptions and reduction of job position titles. 4. Civil service career promotion and motivation should be based on revised evaluations and a clear merit based system. 5. Promoting through merit system.; Chapter 1. Kosovo civil service background (problem background) -- Chapter 2. The current situation in Kosovo's civil service according to surveys -- Chapter 3. Civil service concepts--definition of civil service in Kosovo -- Chapter 4. Three important laws in overall structure of public administration -- Chapter 5. Important component for implementation of LCS -- Chapter 6. Comparative case studies -- Chapter 7. Conclusions and recommendations.