THE ANALYSIS OF THE QUALITY MANAGEMENT SYSTEM APPLICATION IN LOCAL SELF-GOVERNMENT UNITS

Abstract

The modern state, oriented to the satisfaction of the public services users, while applying the principle of subsidiarity, and respecting the principles of constitutionality and legality, strives to ensure the local self-government development in accordance with international standards and good practices. An important mechanism for achieving this goal is the continuous application of the quality management system that focuses on studying the customer satisfaction and changes in their requests, opposite to the static quality assurance system focused on the established processes and known requests of service users. The quality of services of local self-government units in Sarajevo Canton, Bosnia and Herzegovina, and the satisfaction of their users are conditioned by the formal application of the basic instruments of quality management system and the lack of information and participation of citizens in local governance.