TQM approach in the projection of e-governance in business within the Macedonian governmental institutions

Mitreva, Elizabeta and Filiposki, Oliver (2012) TQM approach in the projection of e-governance in business within the Macedonian governmental institutions. In: IV International Scientific Conference, June 2012, Sozopol.


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The Total Quality Management (TQM) as an integral aproach to the process of provision of quality in a governmental institution presents a solid base for a projection of an efficient informative system. The initial idea for that starting point comes out from the fact that all of the working processes in the institution have been gauged by standardized operative procedures in a form of Flow Charts. The standardized operative procedure begins with the planned activity as well as with the input data on the initial condition and it continues with the working process’ activities. Thus, it derrives an output data which presents an input information for another operation. The working process ends with an information – result. With this TQM approach we can practice the standard operative procedures having in mind at the same time the costs of the working process, both the education and the motivation of the employees, as well as the control and self-control mechanisms. The vertical and horizontal connection among the employees is of great importance and this should be stressed. Therefore, the information should follow the standard operative procedure so we can provide quality in the entire institution. Having these facts as a base to start from, I suggest the QC-CE - pyramid model in the established informative system within the governmental institutions. By implementation of this model, we could achieve defined quality of work with increased productivity and reinforced economy, as well as greater satisfaction of the clients and the employees incorporated in the everyday work, also. Key words: governmental institutions, standardization, standard operative procedures, information system, control, quality, QC–CE pyramid model.

Item Type: Conference or Workshop Item (Paper)
Subjects: Social Sciences > Economics and business
Divisions: Faculty of Tourism and Business Logistics
Depositing User: Elizabeta Mitreva
Date Deposited: 23 Jan 2013 10:47
Last Modified: 23 Jan 2013 10:47
URI: http://eprints.ugd.edu.mk/id/eprint/4886

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