<p style="text-align: center;">Pregledni naučni rad                                                                                                                    UDK: 364-781.1:005.6:658.115.31(497.6)</p>
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<p style="text-align: center;"><strong>Mirza Čelik  </strong></p>
<p style="text-align: center;"><strong>Amer Omanović </strong></p>
<p style="text-align: center;"><strong> VAŽNOST KONCEPTA ODNOSA SA KLIJENTIMA U SISTEMU TQM-A JAVNIH KOMUNALNIH PREDUZEĆA U BOSNI I HERCEGOVINI</strong></p>
<p style="text-align: center;"><strong>THE IMPORTANCE OF THE CONCEPT OF CUSTOMER RELATIONSHIPS IN THE SYSTEM TQM PUBLIC COMMUNAL COMPANIES IN BOSNIA AND HERZEGOVINA</strong></p>
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<strong>Sažetak </strong></p>
<p style="text-align: left;">Javna komunalna preduzeća igraju važnu ulogu u ukupnim socioekonomskim tokovima. Postoje mnogobrojni problemi funkcionisanja ovih preduzeća, ali fokus ovog rada biti će odnos sa klijenata u sistemu ukupnog upravljanja kvalitetom. Gradnjom odnosa sa klijentima i praćenjem trendova iz oblasti djelovanja komunalnog preduzeća moguće je postići zadovoljstvo korisnika i dugoročnu stabilnot poslovanja preduzeća. Predmet rada se bazira na otkrivanju važnosti koncepta odnosa sa klijentima u sistemu TQM-a javnih komunalnih preduzeća u Bosni i Hercegovini. Radna hipoteza glasi da primjenjeni koncept odnosa sa klijentima u sistemu potpunog upravljanja kvalitetom pozitivno utiče na efektivnost i efikasnost javnih komunalnih preduzeća. Istraživanje je rađeno putem anketnog upitnika na području Bosne i Hercegovine i na uzorku od 50 komunalnih preduzeća. Rezultati istraživanja su obrađeni u statističkom programu SPSS. Odgovori na pitanja imaju visok stepen slaganja u rasponu od 3,86 do 4,20. Najveći stepen slaganja je kod pitanja da TQM podrazumijeva tehnike i procedure koje su potrebne da se zdovolje potrebe klijenata i da se poboljša kvalitet menadžmenta.</p>
<p style="text-align: left;"><strong> Ključne riječi:</strong> javna komunalna preduzeća, odnosi sa klijentima, TQM, Bosna i Hercegovina

<strong>Summary</strong></p>
<p style="text-align: left;">Public communal companies play an important role in the overall socioeconomic trends. There are many problems in functioning of these companies, but the focus of this work will be the relationship with clients in the system of total quality management. By building relationships with clients and to follow trends in the public communal companies can achieve customer satisfaction and long-term use stability of business. The subject of the work is based on the discovery of the importance of the concept of customer relationships in the system TQM public communal companies in Bosnia and Herzegovina. The working hypothesis is that applied the concept of customer relationships in the system of total quality management has a positive effect on the efficiency and effectiveness of public communal companies. The survey was conducted through a questionnaire on the territory of Bosnia and Herzegovina and a sample of 50 public communal companies. The survey results are analyzed in the statistical program SPSS. Answers to the questions have a high degree of agreement in the range of 3.86 to 4.20. The highest level of agreement is the question implies that TQM techniques and procedures that are required to be enough customer needs and to improve the quality of management.</p>
<p style="text-align: left;"><strong>Key words:</strong> Public communal companies, relationships with customers, TQM, Bosnia and Herzegovina</p>