Orijentacija institucija socijalne zaštite u Bosni i Hercegovini prema kvaliteti
Orientation of Social Welfare Institutions in Bosnia and Herzegovina towards Quality

Summary/Abstract: Nowadays, quality presents the key market and differentiating factor of every organization. Meeting the challenges of modern market demands managers who are at the head of organizations have to be more provocative, more innovative, and more flexible and in all businesses they have to be quality-oriented. Almost in every economic or social area there has been an increasing trend where a user sets demands in the quality of services and products. Even the welfare institutions are not excluded from these modern trends. Paper with the title ‘’Orientation of social welfare institutions in Bosnia and Herzegovina to quality” aims to determine the orientation of institutions of social protection (social work centers and NGO) in Bosnia and Herzegovina in the implementation and quality assurance. The empirical research was realized on the entire territory of Bosnia and Herzegovina. The study included a total of 136 respondents representatives from social protection. In the analysis of empirical research results are used known statistical methods and all analyzes were performed with the help of statistical package for data analysis (SPSS 17.0). The results showed that the institutions of social protection in Bosnia and Herzegovina are not sufficiently oriented towards quality and that in them there is no system of governance quality.

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