In this thesis, we studied quality management in the public administration of North Macedonia through the introduction of the CAF model. The aim was to determine how the introduction of self-assessment according to CAF affects communication and collaboration among employees in selected organizations. The thesis is based on theoretical conceptual foundations and a case study in which we examined five public administration organizations. Specifically, we included the municipal administration from the local government area, the administration of the city of Skopje, which is a special administrative unit in local self-government, a ministry and a subordinate body at the central administration level, as well as one professional and independent organization within the state administration. In the thesis, I found that self-assessment and quality management according to the CAF model positively influence cooperation and improve communication among employees, as well as between employees and management. The research also showed limited use of the CAF model in public administration in North Macedonia, as well as the need for a coherent strategy on quality management and improving efficiency.
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