Technical gazette, Vol. 24 No. 6, 2017.
Original scientific paper
https://doi.org/10.17559/TV-20160805101058
Standpoints of employees about introduced quality systems in public administration on the sample of five municipalities of the Zenica-Doboj Canton
Sabahudin Jašarević
orcid.org/0000-0002-0692-1121
; University of Zenica, Faculty of Mechanical Engineering, Fakultetska 1, 72000 Zenica, Bosnia and Herzegovina
Džeraldina Miličević
; Municipality of Zavidovići, Department for Administration of Economy and Entrepreneurship, Mehmed-paše Sokolovića bb, 72220 Zavidovići, Bosnia and Herzegovina
Samir Lemeš
; University of Zenica, Faculty of Mechanical Engineering, Fakultetska 1, 72000 Zenica, Bosnia and Herzegovina
Safet Brdarević
; University of Zenica, Faculty of Mechanical Engineering, Fakultetska 1, 72000 Zenica, Bosnia and Herzegovina
Abstract
Public administration is classified into specific organizational form that follows the development of all civilizations. Today more than ever we deal with creation of a new model of functioning of public administration. What do we need to learn in order to have it more functional and more effective, and accessible to citizens? One of the ways is certainly the introduction of the quality system according to demands of some of the standards such as requirements of ISO 9001 standard. Definitely we have to find the answers to the questions about the possibility of establishing such systems in the units of local self-government, acceptance by employees, understanding of the concept of service in this sector and many other questions. This paper presents a study on a sample of five municipalities in the Federation of Bosnia and Herzegovina, four of which have introduced the quality system. The study included employees who are in direct contact with their customers along with the employees’ opinions and standpoints concerning the established quality systems in their environment, as well as questions concerning their knowledge and level of established and introduced quality system through its individual elements. The work is certainly just the beginning on the path of full understanding of quality system in the units of local self-government.
Keywords
employees; measurement; public administration; quality; quality system
Hrčak ID:
190186
URI
Publication date:
3.12.2017.
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