Review article
HUMAN RESOURCES IN ORDER TO IMPROVE THE OVERALL QUALITY: THE CASE OF CPII
Jelena Legčević
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
Abstract
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.
Keywords
Quality; quality management; measuring instrument; employee satisfaction
Hrčak ID:
161026
URI
Publication date:
30.6.2016.
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