Διοίκηση Ολικής Ποιότητας στο Δημόσιο Τομέα. Περίπτωση μελέτης Πάντειο Πανεπιστήμιο Κοινωνικών και Πολιτικών Επιστημών

Abstract

This paper deals with the priciples of Total Quality Management ίη tertiary education and particularly ίη Panteion Unίversίty of Social and Political Sciences. The assignment was focused ίη two areas.Fίrstly, within the theoretίcal framework an effort was made to describe the definition of Total Quality Management and its principles, all ίn all the meaning of quality ίn its broad meaning and ίn which way the Greek public administration will be affected by all these. Secondly, through the methodology chosen, an effort was made to find out whether οι not the university's employees are familiar with the meaning of TQM and its implemented results. From the first part of the study, we found out that the implementation of Total Quality Management is an organized method giving emphasis ίn citizen's service quality. Applying TQM ίn the public sector requires organizational changes as well as retrofit. As far as the second part is concerned, that of the research , based οn the use of questionnaries and its analysis, the results allowed the usage of Total Quality Management and its Ρrίncίples by the university's employees. Furthermore, the results appointed a number of problems concerning the public sector and the way it serνes citizen's needs and requests.