The quality management system represents a form of mutual interaction between interdependent components, forming a whole with a common purpose and goal. For an institution to successfully meet requirements and follow the guidelines for quality care, its key task is to empower the employees.
The purpose of the thesis is to determine the extent to which employees are aware of the quality management system in the selected public institution, how well they understand the system, the level of employee engagement, and the effectiveness of their mutual communication. The purpose is to determine how to enhance employee awareness of quality, thereby contributing to improved work performance and the delivery of higher quality services. These observed factors will provide the institution with an insight into the current state, making it crucial to understand these aspects to improve quality management and awareness among employees.
The aim of the thesis is to present the quality management system in the selected public institution and to assess the level of employee awareness of the system through three observed factors: knowledge of the quality system, engagement, and communication amog employees. The relationships between these factors were observed, as well as their influence on employees awareness of the quality management system and the factors affecting changes in their awareness.
Based on the purpose and objectives, three hypotheses were tested, two of which were confirmed and one rejected. The first hypothesis assumed that employees with longer tenure are more aware of the quality management system than younger employees. The second hypothesis proposed a positive influence of engagement, effective communication and knowledge of the quality system on employee awareness, while the final hypothesis proposed that knowledge of the quality system has the greatest influence on awareness. Relationships between these concepts were analyzed using regression analysis.
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