Strumskis, Mindaugas

Service quality is one of the most important factors ensuring customer satisfaction; therefore, managing it is one of the priorities in all organizations and can achieve by implementing quality management system (QMS). Various studies have observed that the success of the implementation of QMS depends on the country's public administration traditions and on the management heritage of the organization. The study examines QMS based on ISO 9001 standard that implemented and institution certified more than 15 years ago. During this period several recertification and annual external and internal audits carried out, any nonconformity identified. However, the survey of employees and managers showed that there is a wide range of views on the benefits of QMS for the organization, from the view that it is very important to the view that it does not create any value. The purpose of the study was to determine the reasons for the mentioned difference in attitudes, and the conditions that must be to ensure value creation. The research based on the survey data of the institution's employees and primary and managers.

Results achieved by the pension fund depend on how well they are managed or more specifically –on whether all decisions taken by the management are in favour of the fund participants. The goal of this paper is to examine how to harmonize interests of second pillar pension fund participants and fund managing company shareholders. An interview with executives of all pension funds managing companies was performed twice –in 2011 and 2016. The answers allow to make conclusions about possible conflict of interest in pension fund management and measures taken by the companies and the state to minimize the risk. A survey of 507 pension fund participants was performed in order to obtain information on participants’ attitude and expectations. Despite the fact that most of participants are dissatisfied with the pension fund performance results, they would not agree to allocate additional resources to hire more competent managers. To protect the interests of pension fund participants the stability of the pension accumulation system as a whole must be ensured. Also it is important to promote mutual confidence of all interested parties, to provide participants with easily understandable information, reflecting real performance results.

Often introduction of new technologies is directly related to increased investment and ambiguous reliability of the prospect. It is important to compare the durability, reliability, price and payoff parameters, taking into account the company's size and financial capacity. In order to assess the above-mentioned parameters on the choice of technology necessary assessments were carried out.

Pensijų fonduose būna dešimtys ir šimtai tūkstančių dalyvių, gyvenančių skirtingose vietovėse, vienas kito nepažįstančių, todėl jiems susiorganizuoti, bendrai apibrėžti ir atstovauti savo interesus sudėtinga. Todėl pensijų fondų valdyme, panašiai kaip ir daug smulkių akcininkų turinčių korporacijų valdyme iškyla savininko-atstovo (principle-agent) problema, kurios kilmė, svarba bei galimi sprendimo būdai nagrinėjami šiame darbe. Tyrimo metu apklausta 8 iš 9 Lietuvos pensijų kaupimo bendrovių vadovai, jie sutinka, kad teoriškai interesų konfliktas yra, tačiau tuo pat metu įsitikinę, kad jų vadovaujamos įmonės fondų dalyvių interesams skiria pakankamai dėmesio. Apklausus 500 Lietuvos pensijų kaupimo fondų dalyvių nustatyta, kad maždaug pusė jų pensijų fondo, kuriame kaupia lėšas, veikla domisi kartą per metus. Didžiausią įtaką dalyvių nuomonės formavimui turi pensijų kaupimo bendrovių atstovų teikiama informacija. Nepaisant to, kad dauguma dalyvių nepatenkinti pensijų kaupimo fondų veiklos rezultatais, tik 29% jų sutiktų skirti daugiau lėšų kvalifikuotesniems valdytojams pasamdyti.