Quality management of public and municipal Services in the context of the digitalization of Society

The presented study addresses the issues of implementation of a quality management system (hereinafter referred to as QMS) in the efficiencyof public and municipal administration (hereinafter referred to as PMA) in the context of the digitalization of society. This study is relevant due to the fact that organizational and methodological issues of the theory and practice of QMS implementation in the efficiencyof PMA in the context of the digitalization of society in theRussian Federationare not sufficiently investigated.Aim. The study aims to develop efficien approaches to the implementation of QMS assessment methods in the field of PMA in the context of the digitalization of society.Tasks. The authors examine the methods, approaches, and prospects of improving the efficiency of PMA in the context of the digitalization of society; identify tools for the implementation of the QMS projects according to ISO 9001:2015 in the efficiency of PMA in the context of the digital economy; analyze data for improving the quality management of public and municipal services.Methods. The subject of the study is the developing filed of public and municipal administration in the context of the digitalization of society. This study focuses on the quality management system in relation to this sphere, including the quality management of public and municipal services in the context of the digitalization of society. The theoretical and methodological basis of the study comprises the works of Russian and foreign scientists, international standards and regulations pertaining to the quality of products/services and management systems. The methodology of the study is based on the application of the systems approach, with quality management considered as a system, the comparative method, and general scientific research methods – analysis and synthesis, benchmarking and comparison, generalization and systematization of the obtained data.Results. In terms of the prospects, approaches, and methods of development and subsequent implementation of QMS in the filed of PMA in the context of the digitalization of society, the authors substantiate the need to reach a new level of interaction between the government and local authorities and the citizens and business entities by switching this interaction to the digital, proactive, and remote mode. In the course of the study it is established that it is necessary to reduce the time and administrative costs of public and municipal services, oversight functions, and operation of public and municipal bodies. The risks that hinder the creation of a full- fledged digital economy are analyzed (including risk management using ISO standards). It is necessary to improve the efficiency of application of the electronic interdepartmental interaction system following the implementation of the QMS according to ISO 9001:2015. The results of the study include analysis and improvement of the parameters of public and municipal services, identifying the priorities of consumers to continuously improve the QMS and increase the level of customer satisfaction, legal changes and enhanced security of the information environment in the context of the development of digitalization in the field of public and municipal services. It is established that, along with the reduction of administrative barrieres, QMS implementation increases the quality and availability of public and municipal services.Conclusions. One of the vital goals of the ongoing administrative reform is to improve the procedures for the provision of public and municipal services. Implementation of relevant measures is a process that requires indicators of performance and efficiency of provision of public and municipal services. A quality management system built according to the international standard ISO 9001:2015 could become a proven tool. The theoretical and practical significance of the study consists in the development of approaches and methods for the examination of Russian and foreign practices in QMS implementation in the fieldof PMA in the context of the digitalization of society to further develop an optimal QMS project for this sphere.

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The Importance of Inter-Department Integration for Training Dental Professionals according to the International Standards of Quality Management System ISO 9001: 2015

Ukraïnsʹkij žurnal medicini bìologìï ta sportu ◽

10.26693/jmbs04.02.242 ◽

2019 ◽

Vol 4 (2) ◽

pp. 242-245

Author(s):

S. B. Kramar ◽

◽

A. E. Horshkova

Keyword(s):

Quality Management ◽

Management System ◽

Quality Management System ◽

International Standards ◽

Iso 9001 ◽

Dental Professionals

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Mogućnosti korištenja audita sustava upravljanja kvalitetom za unaprjeđenje učinkovitosti javne uprave

Oeconomica Jadertina ◽

10.15291/oec.1351 ◽

2017 ◽

Vol 7 (1) ◽

pp. 54

Author(s):

Ivana Čandrlić - Dankoš

Keyword(s):

Quality Control ◽

Quality Management ◽

Public Administration ◽

Management System ◽

Quality Management System ◽

International Competitiveness ◽

International Standards ◽

Iso 9001 ◽

Business Practices ◽

The Republic

According to the international requirements of ISO 9001:2015, the conducting of the audit of the quality control system is a key prerequisite for checking the compliance of the system with the international standards requirements and the requirements of the organization's quality management system that applies them. The results of conducted internal audits contain information related to irregularities (noncompliance with the required norms), and recommendations for improvement, all of it aimed towards improving the existing business practices. Simultaneously, the analysis of the position of the Republic of Croatia on international competitiveness charts shows a significant lag in relation to the countries of Central and Eastern Europe. The analysis of the comparison of the Republic of Croatia with other countries based on the analysis of international competitiveness shows lagging in all segments of competitiveness. Consequently, in line with the recommendations of the European Commission as part of the convergence program of national reforms in the Republic of Croatia, the weakness of the system is also reflected in the (non) efficiency of the public sector that needs to be improved. The work of local and regional self-government units (hereinafter referred to as management) in the Republic of Croatia is supervised by State administration bodies, institutions responsible for conducting business of legal and/or natural persons, assemblies in towns and counties, and within municipalities the municipal council as well as internal audit units and internal auditors if the management has implemented a quality management system according to one of the international standards. The question arises about the possibility of using audits as a form of quality management control as a strategic tool for improving the work of the administration, or more precisely the increasing of the efficiency of the system and raising the level of competitiveness. This paper gives a brief overview of the efficiency of the Croatian public administration presented through international competitiveness charts, an overview of the forms of work management oversight, with special emphasis on monitoring specificities according to the international standard ISO 9001:2015 and the Quality Control and Auditing Guidelines standard methodology and the ISO / IEC 19011: 2012. Professional and scientific literature regarding the experiences and the role of internal auditing in public administration has been consulted. The concluding remarks analyze the possibilities of using internal audits as the basis for improving the quality of the management system.

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ІНТЕГРАЦІЯ ВИМОГ СТАНДАРТІВ НАТО СЕРІЇ AQAP 2000 У СИСТЕМУ УПРАВЛІННЯ ЯКІСТЮ ПІДПРИЄМСТВА З ВИРОБНИЦТВА ВІЙСЬКОВОЇ ТЕХНІКИ

Aerospace technic and technology ◽

10.32620/aktt.2020.4.13 ◽

2020 ◽

pp. 102-108

Author(s):

Ольга Володимирівна Нємченко ◽

Альона Юріївна Кисилевська ◽

Віталій Леонідович Костенко

Keyword(s):

Quality Assurance ◽

Quality Management ◽

Management System ◽

Quality Management System ◽

International Standards ◽

Iso 9001 ◽

Management Systems ◽

Quality Management Systems ◽

Government Quality

In recent years, the security and defense sector of Ukraine has been undergoing reforms aimed at gaining the country's membership in the NATO North Atlantic Treaty Organization. One of the many aspects of these reforms is the introduction of some specific standards, in particular, the AQAP 2000 series standards in the quality management systems of military equipment enterprises. In the case of implementation of several international standards at the enterprise, there is a need to create integrated quality management systems. The article presents options for implementing two or more standards in the QMS of the enterprise, analyzes their disadvantages and advantages. The main requirements of the AQAP 2110 standard, which should be integrated with the requirements of the ISO 9001 standard in the context of the PDCA cycle ("Plan-Do-Check-Act"), are considered. The stages of the implementation of integrated QMS are described. The scheme of deliveries of products to the customer in which there is a certification of the quality management system of the manufacturer (supplier) by the external body on conformity assessment, control over the quality of production by military representation, and the government quality assurance GQA has resulted. Government quality assurance GQA means that the authorized national body carries out the process of assessing the conformity of the quality management system of the manufacturer (supplier) to the requirements of ISO 9001 and NATO standards AQAP 2000, which allows the customer to gain confidence in the quality of defense products. A special requirement is to draw up a Quality Plan, which defines the activities, processes, resources, responsibilities of the manufacturer, etc., to convince the customer and the GQA representative that the company can manufacture and supply products of appropriate quality and on time, because in case of defective products or failure to deliver is lost time for a replacement or waiting, and this is a constant risk to the country's combat readiness. Requirements for the content and design of the Quality Plan are given in the standard AQAP 2105. In addition to the above, the following specific requirements of AQAP 2110 are analyzed as the operation of the metrological support system at the enterprise according to DSTU ISO 10012, product configuration management with software according to ACMP 2100, risk management, etc.

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Improving the quality management system of goods and services based on the Blockchain concept implementation and quality assessment in the digital economy

E3S Web of Conferences ◽

10.1051/e3sconf/201913503082 ◽

2019 ◽

Vol 135 ◽

pp. 03082

Author(s):

Andrey Yakovlev ◽

Anna Chernikova ◽

Maria Livintsova ◽

Tatiana Lebedeva

Keyword(s):

Quality Management ◽

Management System ◽

Quality Management System ◽

Digital Economy ◽

International Standards ◽

Management Systems ◽

Quality Management Systems ◽

Technology Application ◽

Goods And Services ◽

Low Efficiency

When studying the development of the modern consumer market in Russia, a large number of low-quality goods and services remains constant. All this is fixed, despite the significant amount of domestic and international standards of the market system of accreditation and certification of the production processes of goods and services that are used in our country. It casts doubt on the feasibility of using quality management systems in Russia based on ISO 9000 due to their low efficiency. This requires the creation of a more advanced quality management system and the introduction into everyday practice of an effective mechanism that excludes the possibility of low-quality goods and services appearing on the markets. Based on systematic analysis of the reviewed literature the paper shows that organizations are not interested in providing consumer goods with the required quality, and the costumer himself cannot get an objective view of the real quality of the goods or services offered to him. The paper shows the need to create equal information conditions for all market participants from producer to consumer to optimize quality management systems. In conditions of the transition to digital economy concepts, the economic practice proves the effectiveness of the “Distributed registry” technology application. The possibility of falsifying information is extremely difficult. It is the basis for solving the problem of reducing transaction costs and, as a consequence, the management mechanism formation within the quality management systems.

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THE EXPERIENCE IN DEVELOPMENT OF QUALITY MANAGEMENT SYSTEM IN A SPECIALIZED MEDICAL CARE INSTITUTION

Hirurgiâ pozvonočnika ◽

10.14531/ss2005.2.84-88 ◽

2005 ◽

pp. 084-088

Author(s):

Nikolay Gavrilovich Fomichev ◽

Mikhail Anatolyevich Sadovoy ◽

Irina Yuryevna Bedoreva ◽

Vera Yuryevna Samarina

Keyword(s):

Quality Management ◽

Medical Care ◽

Management System ◽

Quality Management System ◽

Model Development ◽

International Standards ◽

Iso 9001 ◽

International Standard ◽

Comprehensive Management ◽

Voluntary Certification

The paper presents the experience in development and introduction of the Quality Management System (QMS) which meets the requirements of international standard ISO 9001:2000. The arrangement of quality management is a task, which integrates general management of the institution on the basis of quality ideology as a highest strategic aim. The application of international standards ISO 9000 facilitates the wide dissemination of new principles of management directed to a customer and quality of servicing, which were not peculiar to the Soviet Public Health. The QMS introduction is a scaled and complex process for any organization involving the whole its staff – from the head to the attending personnel. It must be performed stageby- stage with application of process approach technique. The result of QMS model development in Novosibirsk RITO is a transition from «as it is» condition to «as it should be» condition to eliminate revealed inadequacies. The used criteria and methods of monitoring and analysis permit to estimate the effectiveness and level of key processes of medical care and to schedule their improvement. A voluntary certification of conformance to the international standard ISO 9001:2000 is the first system task in the field of comprehensive management in Novosibirsk RITO. The standard conformance means that the achieved management level meets a minimal set of standardized requirements which reflect internationally recognized means of management for the production of medical services of guaranteed quality.

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Features implementation in bureau forensic examination of the quality management system ISO 9001: 2009

Forensic-medical examination ◽

10.24061/2707-8728.1.2016.1 ◽

2016 ◽

pp. 4-8

Author(s):

Valerii Voichenko ◽

Sergey Savchenko ◽

Victoria Chernyak

Keyword(s):

Quality Management ◽

Management System ◽

Quality Management System ◽

International Standards ◽

International Organization ◽

Iso 9001 ◽

Test Material ◽

International Organization For Standardization ◽

Use Of Resources ◽

Forensic Examination

Series of ISO 9000 quality system was developed by the International Organization for Standardization ISO (International Organization for Standardization) in order to create uniform requirements for quality management processes and formation based on these requirements of quality systems in all organizations. The aim is investment features quality management system implementation in the Bureau of forensics. Summary. Quality management system - is the foundation of organizational management in any organization. During its development in accordance with international standards for quality management systems refers to the development and implementation of this system in the organization, and we are creating a system of management is the processes that affect the level of services to conduct forensic examinations. The implementation of this system in the bureau forensics requires a new system of governance, and requires detailed documentation and regulation of all processes, procedures and services. On the basis of the test material can confirm the importance and utility of implementing a quality management system according to the requirements of ISO 9001: 2009 in the Bureau of forensics. The advantages of implementing QMS are: ordering and regulation (implementation of action sequences according to approved procedures) of the implementation of forensic examinations; ability to enhance internal workflow, a clearer division of responsibilities, tasks and responsibilities through the prescription process and management; improve the quality of services for forensic examination; rational and efficient use of resources, especially

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ANALISA ATAS PELAKSANAAN AUDIT MUTU INTERNAL UNTUK MENGEVALUASI EFEKTIFITAS PENERAPAN SISTEM MANAJEMEN MUTU ISO 9001:2000 (Studi Kasus pada PT. Murni Cahaya Pratama)

Jurnal Ilmiah Binaniaga ◽

10.33062/jib.v6i1.269 ◽

2019 ◽

Vol 6 (1) ◽

pp. 71

Author(s):

Syarief Gerald Prasetya

Keyword(s):

Quality Management ◽

Management System ◽

Audit Quality ◽

Quality Management System ◽

Internal Audit ◽

International Standards ◽

Assessment Process ◽

Iso 9001 ◽

Internal Quality

Quality of Internal Audit is an activity which is very important and is a requirement in the implementation of ISO 9001:2000 standard, which aims to monitor the quality of the verifying the suitability and effectiveness of the implementation of the system of quality compared to the reference standards and policies that have been determined. Quality of Internal Audit is an assessment process and system to see whether the processes and systems in line with documented procedures and to see the effectiveness of the procedure. By doing this assessment, the company will know the condition or situation at this time. In the end, the results of this audit will be used as a tool / material improvement in the action / prevention of at improvement. Therefore, international standards emphasize the importance of audits as a means of monitoring and verification. ISO 9001:2000 is an international standard for quality management system. ISO 9001:2000 define the requirements and recommendations for the design and evaluation of a quality management system, which has the goal to ensure that an organization will provide products that comply with the requirements specified. The ISO 9001:2000 is only quality management standard and is not a standard product. But expected that the product resulting from international quality management system will has a suitable quality this. Implementation of Internal Audit Quality in the PT. Murni Cahaya Pratama program showed that the Internal Audit Quality is in accordance with plans and procedures. Results of Internal Audit Quality use as the improvement efforts for both systems, processes and products. The quality management system ISO 9001:2000 which is applied in PT. Murni Cahaya Pratama quite effective and efficient. However, there are several things that indicate the occurrence of inefisiensi and inefektivitas, this can be viewed from the inconsistency or the findings found at time internal audit been held of it occurs because human error and the lack of knowledge and understanding of the importance of documentation, especially new employees . Advice from the author on the results of the Internal Quality Audit was done in PT. Murni Cahaya Pratama is, for 2009 ISO 9001:2000 and Internal Quality Auditor training should been held immediately, so that all employees understand the importance of procedures and can implemented in their daily activities. Also to improve auditor's ability. Set procedures for the return of goods from the customer (return), so that when the Technical Service bring the returned goods it can be treated accordance with the procedures applicable. Consistent in their assessment of suppliers and maintain records of these assessments. Keywords: Internal Audit Quality, Quality Management System ISO 9001:2000

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APPLICATION OF THE INTERNATIONAL STANDARD ISO 14000 ON THE OJSC «STAVROPOL BREWERY»

Известия вузов. Пищевая технология ◽

10.26297/0579-3009.2020.1.26 ◽

2020 ◽

Author(s):

Н.М. ПРИВАЛОВА ◽

М.В. ДВАДНЕНКО ◽

Л.Ю. КИСЕЛЕВА

Keyword(s):

Quality Management ◽

Management System ◽

Quality Management System ◽

International Standards ◽

National Standards ◽

Iso 9001 ◽

High Quality ◽

Iso 14000 ◽

Quality Of Products

Проведен анализ построения системы управления качеством на ОАО Ставропольский пивоваренный завод . Отмечено, что гарантией стабильно высокого качества продукции является внедрение на предприятии СМК на базе международных стандартов ISO серии 14000 согласно национальным стандартам ГОСТ Р ИСО 9001 и ГОСТ Р ИСО 14000. The analysis of the construction of the quality management system at OJSC Stavropol brewery is carried out. It is noted that the guarantee of consistently high quality of products of this enterprise is the introduction of QMS at the enterprise on the basis of international standards ISO 14000 series in accordance with national standards GOST R ISO 9001 and GOST R ISO 14000.

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