QUALITY MANAGEMENT IN PUBLIC INSTITUTIONS FROM THE ORGANIZATIONAL COMMUNICATION PERSPECTIVE

2015

The products and services' quality in the public sector is now one of the most important objectives setbyalmost all public and administrative authorities in developed countries. Total quality management, as the main direction in modernizing and optimize the public field, relies on the involvement of all categories of staff, from managers to executive staff, in order to fulfill the organizational objectives. However, for quality management the main objective is to fulfill the customers' needs at a higher level, to identify the citizen's needs and values and even anticipating and exceeding their expectations. All these quality goals cannot be achieved without conferringthe due importance of t…