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HUMAN RESOURCES IN ORDER TO IMPROVE THE OVERALL QUALITY: THE CASE OF CPII

Jelena Legčević orcid id orcid.org/0000-0003-2431-7080 ; Josip Juraj Strossmayer University of Osijek, Faculty of Law Osijek, Osijek, Croatia
Lidija Peterko ; Croatian Pension Insurance Institute, Regional Service Osijek, Osijek, Croatia


Puni tekst: engleski PDF 230 Kb

str. 231-240

preuzimanja: 323

citiraj


Sažetak

The paper shall present the results of the research that was aimed at measuring employee satisfaction with the existing state of affairs as well as their expectations in the future in the case of the Economic and Financial Affairs Department of the Croatian Pension Insurance Institute (CPII), Regional Office (RO) Osijek. The study was conducted by using the KVALIMETAR measuring instrument. The results of the study allowed the identification of critical areas in the management system through the dimensions of the KVALIMETAR measuring instrument, based on which recommendations for improvement were made. A negative gap was recorded in all dimensions, which leads to the conclusion that the existing state of affairs should not be maintained. It is also necessary to continue to work and invest further efforts to improve quality since it is precisely continuous improvement and upgrading that quality management mandates.

Ključne riječi

Quality, quality management, measuring instrument, employee satisfaction

Hrčak ID:

161026

URI

https://hrcak.srce.hr/161026

Posjeta: 798 *