595 Quality Management In Public Sector

595 Quality Management In Public Sector

  • Study programme and level: Master’s joint study programme Management in Administration 2nd Cycle
  • 2nd year
  • 7 ECTS
  • Course type: proffesional elective
  • Lectures: 21
  • Seminar: 11
  • Other study activities: 118
  • Individual work: 60
  • Language: English, Serbian, Slovene
  • Lecturer: Primož Pevcin, PhD


1. Content (Syllabus outline)

  • Development of concepts on Quality
  • Definitions of quality
  • From quality control to Total quality management (TQM)
  • Need to integrate managerial concept
  • Total quality management (customer orientation, process view, team work, facts based decision-making, constant improvements,....)
  • Development phases of TQM and »PDCA« cycle
  • User: directing development of organization by market orientation
  • Constant improvements
  • Quality as strategic tool
  • Models for assessing organizational quality (Benchmarking, BSC, EFQM, CAF)
  • Self-evaluation as means of organizational learning
  • Aims of further developments

2. Readings


  • Marolt, (Gomišček) ...Kakovost...???  + bela knjiga I. + II. (Quality mgt. In Public sector)
  • Zink, K. (1997). Successful TQM. New York, Jon Wiley and sons inc.
  • Juran, J.M. (1988). Juran on planning for Quality. New York, Free Press.
  • Nonaka, I., Takeuchi, H. (1995). The Knowledge – Creating Company. New York, Oxford University Press.
  • Clinton B., Putting People First. Journal for Quality and Participation (October/November): 10-12, 1992.
  • Harari O., Ten Reasons Why TQM Does not Work, Management Review (January): 33-38. 1993.
  • Ishikawa K., Quality Control Circles at Work. Tokyo: Asian Productivity Organization, 1984.
  • Knouse S., Carson P.P., Carson K.D., Edwards W. Deming and Frederick Winslow T., A Comparison of two leaders who shaped the world's view of Management. International Journal of Public Administration 16 (10): 1621-1658. 1993.


3. Objectives and competences

Course offers students basic knowledge related to management and Quality development (assurance) in organizations of public sector and government.

Students will learn key knowledge and skills, needed for good understanding and implementing concepts of quality.
In addition to general knowledge for understanding the structure and means of measuring the quality, the students will learn the models for assessing the organisational quality (such as:  Benchmarking, ISO, BSC, »5 gaps«,  EFQM/CAF,..).

On practical cases they will learn the skills how to use this modern tools for quality development.

On the knowledge base of Total quality management (TQM), the students will by seminar work learn the phases of planning, implementing, monitoring and improveing Total quality management on practical cases.

Students will be competent to detect nonquality (deficiencess) in different areas of organization and its outputs, and able to create improvements by using
modern tools in management processes. Students will develop the skills for analyses, sintesys and evaluations. Their knowledge and skills will contribute to quality management in public aswell as in private sector.


4. Intended learning outcomes:

Knowledge and understanding: Students will be capable of understanding, sintesizing and use of knowledge in the field of quality (assurance) management, and disseminating the aquired knowledge.
Students will also be able for scientific – research activities in various fields of covered knowledge and for further studies.


5. Learning and teaching methods:

Predominantly lectures and seminar work.
At seminar work the students will individualy or in group create and deliver their research, discuss the findings and analise research with other students.


6. Assessment

Wtitten or oral examination 50%
seminar project 50%