| Abstract [eng] |
Master’s thesis analyses the implementation of quality management models in the public sector. Quality management is important not only in business, but in the public sector as well, especially in the sphere of social services which are provided to the most socially vulnerable members of society. Lithuania has not implemented quality management models as much as the rest of the EU members, and it shows that it is topical and has not been researched enough. There are more than 100 quality management models in the world. Therefore, it is very difficult for organisations to choose the most suitable one. The research object: quality management models. The research subject: application of quality management model in the Budgetary Institution of Klaipeda City Social Support Centre. The aim of the thesis is to offer the Budgetary Institution of Klaipeda City Social Support Centre after the assessment of current situation to implement the most appropriate quality management model. The objectives of the research: 1) to analyse the theoretical aspects of quality management models application in the organisations of public services; 2) to investigate strategic and legal aspects of quality management application in social services sector; 3) to determine the current situation of quality management models application in Lithuanian social services organisations; 4) to investigate the approach of administration and staff of the Budgetary Institution of Klaipeda City Social Support Centre to application of quality management models in the organisation. The empirical research has been performed, and the following research methods have been used: analysis of scientific literature, strategic and legislative analysis, questionnaire and interview. Referring to other authors, the thesis analyses and summarizes the most popular models of quality management and provides the main principles and ideas. The specificity of public services and the adaptation of quality management models for implementation in public sector are revealed in the thesis. EQUASS model is also described which has been created specifically for the sphere of social services. The empirical research has been carried out in the Budgetary Institution of Klaipeda City Social Support Centre. The results of the study have been analysed, and the conclusions and recommendations have been made. According to the author of the thesis, regardless of specificity of organisations of the public services, they are ready to apply models of quality management. Such problems as lack of funds and lack of information could be solved by attracting investments from the EU. |
