THE BARRIERS AND LIMITATIONS OF THE IMPLEMENTATION OF QUALITY SYSTEMS IN PUBLIC ADMINISTRATION MAREK BUGDOL

摘要

OBJECTIVE: THE OBJECTIVE OF THE PAPER IS TO PRESENT AN OVERIEW OF VARIOUS QUALITY MANAGEMENT ISSUES (BARRIERS AND LIMITATIONS OF QUALITY SYSTEMS) IN POLISH PUBLIC ADMINISTRATION. METHODS: IN ORDER TO ACHIVE THE OBJECTIVE, A LITERATURE REVIEW AND A CASE ORIENTED ANALYSIS IN PUBLIC ADMINISRATION OFFICES WERE DEVELOPED. RESULTS: MORE AND MORE PUBLIC ADMINISTRATION OFFICES IN POLAND ARE IMPLEMENTING AND CERTIFYING QUALITY MANAGEMENT SYSTEMS ACCORDING TO ISO 9001: 2000. QUALITY IMPROVEMENT METHODS ALSO COMPRISE THE CAF MODEL AND THE PERFECTION MODEL OF THE POLISH QUALITY AWARD. THE AUTHOR DISCUSSES THE MAIN BARRIERS AND LIMITATIONS CONCERNING SERVICE QUALITY IMPROVEMENT AND DESCRIBES THE SPECIFIC CHARACTER OF PUBLIC ADMINISTRATION OFFICES. HE ANALYZES THE EXISTING QUALITY MANAGEMENT SYSTEMS AND SUCH BARRIERS AS: THE LACK OF POSSIBILITIES TO APPLY THE PROCESS APPROACH, THE UNSATISFACTORY DEVELOPMENT OF HUMAN RESOURCES MANAGEMENT METHODS, THE IMPROPER INTERPRETATION OF THE FUNCTIONS FULFILLED BY CUSTOMER SERVICE CENTRES, THE CHANGEABILITY OF MANAGEMENT STYLES, AND BADLY DESIGNED QUALITY SYSTEMS.