The definition of the quality management system and methodology of quality evaluation in public government bodies

Abstract

The article is devoted to the analysis of the definition of the quality management system (QMS) according to various sources, including the national quality standard DSTU ISO 9001:2015, the views of domestic and foreign scientists. Approaches to the definition of QMS are considered in the context of its role as a strategic decision of the organization to improve overall effectiveness and sustainable development. The authors of the article take into account the definition of Tuomi V., who sees QMS as a process management system with a focus on customer satisfaction while minimizing the cost to the organization, and also express the points of view of A. Oleshka. and Momota I.O. As a result of combining the methodological approach of Tuomi V. and the formal approach to the definition of QMS, the article proposes a new definition: QMS is a set of procedures, methods, instructions and organizational structure necessary for managing processes in order to achieve the maximum result at the minimum costs of the organization. Given the variety of approaches to understanding QMS, this new definition can become a useful tool for practical application and further research of quality management systems in various fields of activity. In addition, the article examines the development of the concept of quality and the quality management system (QMS) in international business processes. The transition period from the 80s to the 90s of the last century, when the concept of «quality» expanded its application from production processes to the sphere of services, was analyzed. The implementation of QMS in the US public sphere and the process of harmonization of national quality standards in Europe based on ISO 9000 standards are also investigated. The article also describes in detail the role of the International Organization for Standardization (ISO) in the development of international standards and the promotion of international trade. The main functions of ISO are emphasized, as well as the chronological development of ISO 9000 standards, in particular the ISO 9001:2015 version. The article also notes the research of domestic and foreign scientists who studied the implementation of international quality standards in practice at various levels, including local authorities. Auxiliary references to the works of Pakhomova T. and Lakhizha M.I., Tuomi V., who were engaged in the analysis and research of quality management systems, are indicated. The international standard ISO 9001, which defines the requirements for the quality management system, was considered. The standard provides for the ability of the organization to satisfy the needs of consumers on an ongoing basis through the effective application of the quality management system. It is general and is used in all organizations, regardless of their type, size and type of products or services. The ISO 9001 standard is based on the PDCA cycle (planning, action, verification, implementation). It provides guidance on planning, implementation, quality assessment, and continuous improvement of a product or service. The standard implementation process includes resource allocation, customer communication, internal quality audit, process monitoring and corrective actions. The author emphasizes that the implementation of the PDCA cycle in the activities of public authorities will help to improve the quality of providing public services to citizens. Completing tasks according to such a mechanism will create a high-quality precedent that can be relied upon for the implementation of subsequent projects. The introduction of quality standards will also provide a convenient basis for public managers in solving operational tasks and ensuring constructive communication with citizens. It is noted that ignoring the wishes of customers can negatively affect the profitability of the organization. The possibility of applying the methodology for assessing the quality of public services on the basis of citizens' feedback for public bodies in Ukraine is being investigated. There are two main reasons for the use of this methodology by public managers: assessment of the actual state of public service provision and prioritization of efficiency improvement processes in crisis areas of citizen service. Examples of the implementation of this methodology in other countries and research results showing the significant impact of ISO 9001 quality standards on the quality of public services are presented. It is noted that this methodology can help public managers understand the level of effectiveness of interaction between public authorities and citizens and contribute to the implementation of quality standards in areas that need it, especially in wartime.