Pregledni rad

QUALITY MANAGEMENT IN THE STATE ADMINISTRATION

Sisek Boris ; Ekonomski fakultet Sveučilišta u Zagrebu, Hrvatska
Željko Pavković ; Ministarstvo vanjskih poslova i europskih integracija

Sažetak

This paper addresses the problems of implementing quality management systems in state administration bodies. Due to an increasing number of acts and regulations, their implementation has become very difficult, resulting in greater costs and dissatisfied clients of the state. Thus, quality management has emerged as one of the solutions to adequately structure state administration management. In the field of modernisation of the administration, only two approaches to quality are being analyzed: total quality management and international standards ISO 9000. This paper aims to examine specific features of quality management in state administration, as well as the possibility of implementing above mentioned approaches in overall reform of state administration activities (ministries, state administrative organization and offices of state administration). In addition, this paper shows the need to change the way state administration in the Republic of Croatia has operated so far, which is necessary for adequate functioning of quality management systems. It stresses the need for greater transparency and work flexibility, as well as depolitization of state administration.

Ključne riječi

state administration; ISO 9000; TQM; quality management system

Hrčak ID:

38543

URI

https://hrcak.srce.hr/38543

Datum izdavanja:

30.6.2008.

Podaci na drugim jezicima: hrvatski

Posjeta: 4.524 *