Odgovornost vodstva u procesu potpunog upravljanja kvalitetom (TQM)
Responsibility of Leadership in the Process of Total Quality Management (TQM)

Summary/Abstract: Responsibility of leadership includes requirements, permanently required for the improvement in the organization performance. An organization leadership defines unique goal of the organization, which creates and maintains internal environment, in a way that all the associates have to be fully committed to the achievement of the organization goals. In this process, an important role or the organization lies with the strong commitment towards a buyer (beneficiary) and benefit, being the result of such organization. Top leadership has to define the review of performance effects in the process of strategic decisions. Aspiration towards the quality improvement makes a firm integral part of the strategy within the organization. This process also includes the review and verification of the structure so as to ensure that permanent improvement acts as a generator of the organization development. Orientation towards buyers (beneficiaries) is an important part of the organization and is therefore part of the leadership responsibility. Leadership has to ensure that the needs, requirements, and expectation of buyers (beneficiaries) shape into the usable requirements. To guarantee the overwhelming meeting of the demands of the buyers (beneficiaries) related to the quality products and/or services, it is necessary that the measures aimed at creation and maintenance of the awareness among the associates are orientated towards buyers (beneficiaries). Definition of policies, goals, and plans related to quality, securing the availability of resources, introduction and monitoring of the quality management system, which facilitate that the products and/or services satisfy the prescribed requirements and expectations, has to be a part of special interests of the leadership.

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