Quality management of public services - the approach of managers and employees
| Date | Start Page | End Page |
|---|---|---|
2023 | 372 | 382 |
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.