QUALITY MANAGEMENT IN THE STATE ADMINISTRATION

Ovaj rad se bavi problemima implementacije sustava upravljanja kvalitetom u tijelima državne uprave. Naime, zbog stalnog porasta broja zakona i uredbi, njihova upotreba postala je teško provediva, što izaziva velike troškove i nezadovoljstvo klijenata države. Zbog toga se upravljanje kvalitetom javilo kao jedno od rješenja za adekvatno strukturiranje upravljanja u državnoj upravi. Pri tome se analiziraju samo dva pristupa kvaliteti u moderniziranju uprave: sveobuhvatno upravljanje kvalitetom i međunarodne norme serije ISO 9000. Uslijed toga, glavni je cilj ovog rada istražiti specifičnosti upravljanja kvalitetom u državnoj upravi te mogućnost implementacije navedenih pristupa u sveobuhvatnom reformiranju djelovanja tijela državne uprave (ministarstva, državne upravne organizacije i uredi državne uprave). Osim toga, u radu se ukazuje i na potrebu promjena u dosadašnjem načinu djelovanja državne uprave u Republici Hrvatskoj što je neophodno za adekvatno funkcioniranje sustava upravljanja kvalitetom: veća transparentnost i fleksibilnost rada te depolitizacija državne uprave.This paper addresses the problems of implementing quality management systems in state administration bodies. Due to an increasing number of acts and regulations, their implementation has become very difficult, resulting in greater costs and dissatisfied clients of the state. Thus, quality management has emerged as one of the solutions to adequately structure state administration management. In the field of modernisation of the administration, only two approaches to quality are being analyzed: total quality management and international standards ISO 9000. This paper aims to examine specific features of quality management in state administration, as well as the possibility of implementing above mentioned approaches in overall reform of state administration activities (ministries, state administrative organization and offices of state administration). In addition, this paper shows the need to change the way state administration in the Republic of Croatia has operated so far, which is necessary for adequate functioning of quality management systems. It stresses the need for greater transparency and work flexibility, as well as depolitization of state administration