Research of quality culture in the public sector organization
- Publisher: Institutional Repository of Vilnius University
RESEARCH OF QUALITY CULTURE IN THE PUBLIC SECTOR ORGANIZATION Izoldas AŠKELAVIČIUS Paper for the Master’s degree Quality Management Master’s Program Vilnius University, Faculty of Economics, Management Department Supervisor – Assoc. Prof. Dr. R. Adomaitienė Vilnius, 2017 SUMMARY 64 pages, 8 charts, 13 pictures, 81 references. The main purpose of this master thesis is to analyze Vilnius local labor exchange quality culture topics, reveal the current state of quality culture. The work consists of three main parts; the analysis of literature, the research and its results, conclusion and recommendations. The paper used the following methods: systematic Lithuanian and foreign literature summation method, content analysis and logical method of quantitative research survey on the use of the test survey method, qualitative research method, which invoked a semi-structured interview. Charts and graphs that reflect the empirical data were made using the Microsoft Excel program. Based on the analysis of scientific literature, it was concluded that the quality processes are an integral part of the cultural approach. Quality culture consists of the following key elements: leadership, strategic quality planning, human resource management, customer orientation, quality implementation and quality assessment. Master thesis research was carried out in accordance with the principle of triangulation, combining qualitative and quantitative methods. The study was conducted at Vilnius labor exchange. In order to find out the prevailing culture of quality in the organization, was carried out in Vilnius local labor exchange staff survey. Experts interviewed purpose - to determine what tools are used to develop quality culture in the company and what factors have the greatest influence. To develop a culture of quality, it is important that all authority are included in the cultural change and understand the benefits of a quality culture. Vilnius territorial labor exchanges and carry out staff training on the importance of quality, the basic concepts of quality management processes, teamwork. Each institute has a clear understanding of their role in ensuring quality. Key words: organizational culture, quality culture, leadership, values, empowerment.