Quality Management [responsive-menu menu="glavni_meni-en"]

Strengthening of Public Institutions
in Bosnia and Herzegovina

The strategy of the Programme for Strengthening of Public Institutions is to close the enormous gap that exists between the objectives and the standards of the Public Administration Reform Strategy and their implementation.

Quality Management

July 5, 2013

Quality management is one of the thematic areas where special attention is paid to the approach that is oriented towards clients and the civil society, as well as to measuring success in line with the established system of the process-oriented institution. Part 4 of the Revised Action Plan, chapter Administrative Procedures and Administrative Services, foresees introducing of a regular survey on satisfaction of clients, since it is one of the key stones of any sound quality management system, while part 10 – Human Resources Management – provides more details on this issue:

“This is a new area linked to all other areas of public administration reform, and it could be included in other reform areas as well, or even established as a separate area. Total Quality Management (TQM) is a modern approach to monitoring and improving of success of an organisation. It includes models developed in private sector that can be applied to public organisations. These models are based on a series of measurable values and indicators that enable evaluation of the organisation’s success. These include: satisfaction of employees, clients, and partners of the organisation, handling processes, key performance indicators, etc. To a large extent, public administration uses models and systems typical of the private sector, e.g. ISO and EFQM.

Especially for the needs of public administration and the public sector in general, with the assistance from the European Institute of Public Administration as a part of the European Public Administration Network, the Common Assessment Framework (CAF) has been developed based on the EFQM model. CAF uses a large number of administration institutions in EU Member States. Use of the total quality management system requires honest motives of the organisation management, and use of such models can lead to significant benefits. As a rule, use of the TQM model must not be mandatory, it is rather recommended and organisations are encouraged to apply it, so the task of the Public Administration Reform Coordinator’s Office (established as the institution in charge) is to promote use of TQM instruments, to develop necessary trainings, provide essential information, and to function as a focal point for this initiative.”


– Strengthening of capacities of the Public Administration Reform Coordinator’s Office in the area of CAF (Common Assessment Framework) excellence model;

– Strengthening of capacities and introducing of new trainings and methodologies in cooperation with responsible institutions;

– Promoting quality in public administration in BiH by implementing the Roadmap for sustainable quality management in BiH public administration;

– Creating long-term and sustainable partnerships with BiH and European institutions in the field of quality management;

– Introducing of the quality management system according to ISO 9001 or CAF in beneficiary institutions with their management and staff committed to quality improvement process;

– Strengthening of capacities in institutions that get involved in introducing quality management system.

Key expected changes in this area are: Change in awareness and perception of quality of outcomes and results of public administration reflected not only on beneficiary institutions but civil society as the end user of public administration services. Increased client-oriented performance, intensified involvement of the staff in processes of their institution, as well as higher motivation at work.

Main expected results: Processes of the institution identified, harmonised, with clearly defined roles, responsibilities, and interconnection of all processes within the institution. Activities are measurable and regularly evaluated and monitored, and the main role belongs to the team dealing with the issue of quality within the institution. Increased transparency of the institution and visibility of results.

Goals of studying, understanding, and implementing quality management system are:

– Positive public image of the institution – better opinion of the public regarding public administration

– Need for efficient and transparent public administration serving the needs of citizens and local community,

– Identification and elimination of bottlenecks in institutions,

– Increased  transparency in management,

– Constant improvement of quality of services through quality management mechanisms (ISO 9001 and CAF),

– Meeting the needs of citizens in an efficient and transparent way.

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