Quality Management Peculiarities in Public Sector

Danguolė Pociūtė

Abstract


Modernization of public administration is important for Lithuanian public sector. It may be achieved by integration of quality management, its principles and methods to practice of public administration. European Organization for Quality acts as a catalyst and creates the mechanisms for public and private organizations, develops the new approaches to quality.
Total Quality Management (TQM), as integral concept, is based on the participation of all employees, designed to continual improvement of processes oriented to customers’ satisfaction. TQM may be effective in public sector when specific features of public organizations and their activities have been exposed and assessed.
The bases of TQM quality management system embraces organizational structure, resources and processes. ISO 9000 family standards contains models and methods for creation of the original quality management system of any organization. The new ISO 9000:2000 standards represent some changes that might be more suitable for middle and small organizations.
Quality awards stimulate management to improve activities and their results. Best example of the quality award program for public sector is The President’s Quality Award in the USA. The program includes the Performance Excellence Criteria that are built upon a set of core values and concepts. The criteria define a quality system and are the basis for organizational self-assessment. The President’s Award program could serve as methodical foundation for activities improvement of the public organization. The Lithuanian Quality Award may be extended to public administration sector.

Keywords


public administration; quality; managemet

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"Public Policy and Administration" ISSN online 2029-2872 / ISSN print 1648-2603