UDK: 37.014.15:378.1(045)

ZNAČAJ METODA I ALATA ZA SISTEME UPRAVLJANJA
KVALITETOM U VISOKOM OBRAZOVANJU

IMPORTANCE OF METHODS AND TOOLS FOR QUALITY
MANAGEMENT SYSTEM OF HIGHER EDUCATION

Đevad Šašić
Fakultet za upravu u Sarajevu
pridružena članica Univerziteta u Sarajevu
Patriotske lige 41, 71 000 SARAJEVO
dzevad.sasic@fju.unsa.ba

Sažetak

U današnjem, visokoturbulentnom okruženju visokoškolske ustanove moraju posvetiti značajno vrijeme i usmjeriti kako ljudske tako i finansijske resurse na aktivnosti osiguranja i upravljanja kvalitetom. Da bi bilo koji proces, a samim tim i nastavni-Bolonjski proces- bio uspješan, potrebno je njime upravljati, a jedan od temelja uspješnog procesa je njegov kvalitet. Shodno tome, neophodno je kontinuirano pronalaziti nove menadžerske alate i uspostavljati sisteme upravljanja koji osiguravaju razvoj i rast u postizanju ciljeva visokog obrazovanja. Shodno tome organizacije moraju implementirati odgovarajući sistem mjerenja performansi koji obuhvata i neopipljive faktore, kao što su zadovoljstvo zaposlenih, inovativnost, odnosi sa klijentima i drugim ključnim stakeholderima. Upravo metode i alati za upravljanje kvalitetom mogu poslužiti kao pomoć u odlučivanju u svrhu unapređenja kontrole kvaliteta odnosno mjerenja, analize i poboljšanja poslovnih procesa. Da bi se u potpunosti shvatila njihova primjena, svrha i cilj, u ovom radu ćemo
elaborirati važnost i značaj poznavanja odnosno primjene metoda i alata za sisteme upravljanja kvalitetom u visokom obrazovanju.

Ključne riječi: upravljanje kvalitetom, metode i alati, kontinuirano poboljšanje sistem upravljanja kvalitetom.

Summary

In the current, highly turbulent environment, higher education institutions must devote significant time and focus both human and financial resources to the activities of quality assurance and qualtity management. For any process, and therefore the academic-Bologna-process to be successful, it is necessary to manage it. One of the a successful process cornerstones is its quality. Consequently, it is necessary to continually search for new managerial tools and establish management systems that ensure the development and growth in achieving the of higher education goals. Accordingly, organizations must implement appropriate performance measurement system that includes intangible factors such as employee’s satisfaction, innovation, relationships
with customers and other key stakeholders. Methods and tools for quality management can serve as an assistance in decision making in order to improve quality control and measurement, as well as analysis and improvement of business processes. To fully understand their application, purpose and objective, this paper we will elaborate on importance of the knowledge and application of the quality management systems methods and tools in higher education.

Keywords: quality management, methods and tools, continuous improvement of the Quality Management System.