SPECIFIČNOSTI MENADžMENTA KVALITETA U ORGANIZACIJAMA JAVNOG SEKTORA

MIROVIĆ, DRAGANA (avtor), Filipović, Jovan (mentor)

U okviru rada će biti opisane specifičnosti menadžmenta kvaliteta u organizacijama javnog sektora. U poslednjih nekoliko decenija pristuna je težnja približavanja javnog sektora privatnom u brojnim aspektima kao što su: finasiranje, orijentacija na kvalitet usluga i zadovoljenje potreba korisnika, unapređenje performansi, što je uslovilo i brojne zajedničke karakteristike u domenu sistema menadžmenta kvalitetom. Javni sektor je svojim specifičnostima, ipak, limitiran u poogledu izjednačevanja sa privatnim sektorom. Zbog toga unapređenje kvalitea usluga koje pruža javna uprava predstavlja poseban izazov kome treba posvetiti pažnju. Ovaj izazov je utoliko veći ukoliko se ima u vidu da prorijentacija na kvalitet i korisnika zahteva promenu i u načinu razmišljanja javnih službenika. U radu će biti prikazane razmotrene organizacije iz oblasti javne uprave, koje su manju ili veću pažnju posvetile uređenju svog sistema menadžmenta kvalitetom.

• Jezik: Slovenski jezik
• Ključne besede: javni sektor, menadžment kvaliteta, kvalitet usluga, indikatori kvaliteta
• Vrsta gradiva: Magistrsko delo/naloga
• Organizacija: FU - Fakulteta za upravo
• Leto izida: 2018
• PID: 20.500.12556/RUL-107570
• Datum objave v RUL: 26.04.2019

Sekundarni jezik

• Jezik: Angleški jezik
• Naslov: SPECIFICS OF QUALITY MANAGEMENT IN PUBLIC SECTOR ORGANIZATIONS

Izvleček

In this work we will describe the specific features of the quality management in the organizations of the public sector. In the last few decades there has been a tendency of getting the public sector closer to the private one in numerous aspects, such as: finances, orientation towards the quality of the services and the satisfaction of the users needs and the improvement of performances, which also caused the appearance numerous characteristics in the domain of the system of quality management. However, the public sector, with its specific features, is limited when the equalizing with the private sector is concerned. That is why the improvement of the quality of the services that are provided by the public management represents a special challenge that needs to be approached with full attention. This challenge is even greater if we bear in mind that the orientation towards the quality and the user requires changes in the organizational culture and the way of thinking of public officers. The work will present the considered organizations from the sector of public management who paid more of less attention to the arrangement of their system of the quality management.

• Ključne besede: public sector, quality management, quality of services, quality indicators