organizational culture, total quality management, public administration, Kosovo, organizational change


Total Quality management (TQM) is a philosophy management method, the importance of which continuously has been growing after '90. There is relatively short time since Kosovo Public Institutions are practically doing their activity as a part of an independent Country, and as such day by day they are facing with different management challenges which continuously are becoming more rough and tough towards the EU integration process.

Total Quality Management within Public Institutions, is leaded by the phase of establishment and implementation of Quality management Systems based on ISO 9001. In this process, through a deep empiric study in three Kosovo Public Institutions, we have tried to identify the advantage and disadvantage factors towards the successful implementation of quality management system in time, as a consequence of TQM. Moreover, we were focused on the organizational culture. Analyses over norms, trusts, principals that do characterize the organizational culture of Kosovo Institutions, its crossing with the political context and the Public Administration law will serve to model changes that should be projected in order to successfully implement the TQM. In the function of the disadvantage factor analyses, organizational cultural elements, and the changes model, there will be used a number questionnaires and interviews with relevant people.



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