Quality Management in Public Sector; How is the QM approach employed in the Public Administration of the Republic of Kosovo?

Quality Management as approach started to be rapidly developed and gained use in the early 1950‘s in Japan, while the result produced in Japan made the US organizations to embrace this approach and develop it further by introducing the ‗new‘ approach called Total Quality Management. Quality Management produced enormous results in the private sector; however, number of authors questioned the suitability of the Quality Management approach in the Public Sector1. Despite the hesitation expressed, many others see a little problem in adopting this approach in the government sector. Government of Kosovo made its priority the reform of Public Administration. In this regard, numbers of laws and other documents were amended; however, so far these did not produce any significant results in the improvement of services produced by the government officials. Having in mind that the core to the introduction of the Total Quality Management in any organization is a need to be acutely sensitive to the cultural aspects of the organization1 as well as the fact that human factor is very important piece in relation to Quality Management approach, considering that researches show that people related issues (resistance to change, lack of ownership, fear and the suspicion of motives of management, etc.) represent the most of difficulties146, this paper will show how is Quality Management Approach is addressed in the laws, strategies and other documents produced by the Republic of Kosovo as well as how do they impact the reform of Public Administration