Quality management in public sector of BiH in line with recommendations of the European Institute of Public Administration

Under the Human Resources Management (HRM) section, the Revised Action Plan 1 (RAP1) has identified obligations and task for BiH Public Administration Reform Coordinator’s Office (PARCO) related to total quality management which “is associated with all areas of public administration reform and could be placed in the Public Administration Reform Area, another reform area or even a separate area could be established. The Total Quality Management (TQM) represents a modern approach to monitoring and performance improvement in different organisations. It involves models that were originally developed in the private sector, but are also used in the public sector. The models are based on a series of measurements and indicators which are used to assess performance of an organisation. The measurements include job, customer and partner satisfaction, process learning, key business outcomes, etc. Models and systems that are well established in the private sector, such as ISO and EFQM, are to a large extent used in the public sector as well. With assistance of the European Institute of Public Administration, as part of the European Public Administration Network (EUPAN), the Common Assessment Framework (CAF) model was developed specifically for the public administration and public sector in general, based on the EFQM model. CAF is used by a number of public administration institutions in the EU member countries. The use of TQM system requires honest motives on the part of organisation’s management, and the models can yield great benefits. In principle, the use of TQM model cannot be obligatory, but is only recommended and encouraged, so that PARCO (identified as responsible institution) will be responsible for promoting the use of TQM instruments, designing the required training, providing necessary information, and serving as the central point for the initiative.“


Tasks and objectives set before PARCO for 2013 and 2014 include the following:


10.1. Enable institutions to use a model of total quality management -TQM (CAF, EFQM etc.) if they wish so

10.2. Model promotion.


10.1.1. Translation and implementation of the selected TQM model

10.1.2. Development of training on TQM general issues and systems

10.1.3. Development of training manual for the selected TQM model

10.1.4. Establishment of the information canter in the field of TQM, the database

10.2.1. Distribution of translated TQM models and basic information to the institutions

PARCO initiated a series of activities regarding the above listed objectives and activities. In June 2013, a comparative analysis of quality management models in BiH public administration was conducted. It identified main responsible institutions for certain activities. In early 2014, with engagement of the experts from the European Institute of Public Administration, the process of designing a structured Road Map towards a sustainable quality management dynamics in the public sector of Bosnia and Herzegovina started. Both these processes are supported by the Programme for Strengthening of Public Institutions in Bosnia and Herzegovina implemented by German GIZ, with PARCO as the main institution responsible for the programme.

During their second visit to PARCO, experts from the European Institute of Public Administration, who are a part of the CAF team in Maastricht, Patrick Staes and Nick Thijs, and expert for quality management issues focusing on ISO standards, Myasere Hoxha, held a full day presentation for the Supervisory Team in charge of HRM on 29 April 2014. In addition to ST members, the workshop was also attended by BiH PAR Coordinator, Semiha Borovac, and members of the recently established PARCO working group for quality management (consisting of eight members from all reform areas). The presentation covered CAF and ISO 9001 principles, as well as some initial ideas regarding detailed design of the Road Map.

“Quality management in line with CAF principles which is recommended for public administration represents an improved system of public administration accountability, primarily with its customers and citizens in mind. Improved work of the administration which is focused on the citizens is a motto which should guide the activities of all public administration in future. Trough introducing quality models we will be able to achieve a higher degree of accountability and self-accountability. A precondition for this is to change the existing perception about public administration services and focus on the customers“, noted Borovac at the end of workshop.

Head of the PARCO Operations Unit Aleksandar Karišik stressed that, in terms of this very important and long term process, it is essential for institutions responsible for issues identified in the Road Map to get engaged, to ensure sustainability of quality in the public administration. The Road Map identified BiH Civil Service Agency and BiH Institute for Standardisation as key partners in this process.

The workshop also stressed that PARCO together with Programme for Strengthening of Public Institutions has already started the process of translating the CAF 2013 guidelines. After translation is reviewed by experts, it will be made available for use by the public administration institutions.