Quality Management Peculiarities in Public Sector


  • Danguolė Pociūtė Vilnius Gediminas Technical University


public administration, quality, managemet.


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.