June 4, 2013
As stated by the Public Administration Reform Coordinator Semiha Borovac quality management in public administration is defined as one of the reform areas in the Revised Action Plan and it is obligation of the Public Administration Reform Coordinator’s Office to introduce and implement adequate models that have been proved as effective in the public administration. Moreover it should perform and promote the importance of quality management in public administration. Programme manager, Reinhard Lüke, stressed special access to this area in the Programme, because it is necessary to pay attention to duties of the Office in the introduction of quality management models in the other partner institutions in the Programme and their uniqueness.
Quality management in public institutions is based on the same postulates as well as quality management in the private sector, which special weight is carried by human factor and continuous staff training in order to improve public sector services and customer satisfaction. There are specially developed models of quality management in public institutions such as CAF or EFQM, but ISO standards too, whose methodology certainly can be adapted to public administration.
The analysis – that was carried out within the Programme – is based on the research methodology of existing relevant documents, interviews with representatives of the partner institutions of the Programme, and the basis is given in EUPAN matrix which provides clear guidelines for quality management in public institutions.
Findings of the analysis show a high degree of commitment of partner institutions’s management in the implementation of quality management that represents the first and basic precondition for successful implementation and sustainability in terms of orientation towards quality, customers and employees of institutions.
In the near future the first meeting of inter-institutional work group for quality management will be held in order to use synergies in this area, exchange of experiences on issues of systematic measeurements of customer satisfaction and also specification of proposals for active commitment to the implementation of quality management in partner institutions.
To find out more about the quality models mentioned above please visit the official websites below: