Godina II • Broj 7-8/2013

wwwfqce.org.rs

Sadrzaj

CIP005.6155N 2217-852X = Kvalitet & izv,snostCOBI55.5R-IO 189264396UDC 006-658.5

E-mail: office@fqce.org.rs

SUMMARIES

UPRAVLJANJE OKOLISEM PRIMJENOM EMAS-a - Dr. sc. Dragutin Funda

UTJECAJ PROCESNE ZRELOSTI NA ZRELOST ORGANIZACIJE SUKLADNO NORMIISO 9004- Doc. dr sc Kresimir Buntak, pred. Vesna Sesar, Andrej Gorajscan

PROCENA KVALITETA PROCESA PROIZVODNJE - Prof. V. Kovalov, doc. Y. Vasilchenko, I. Savelova

PONOVNO OTKRIVANJE POUZDANOSTI? - Dr Nenad Injac

UTICAJ TOP MENADZMENTA NA POVECANJE ZADOVOLJSTVA GRADANA UJAVNOM SEKTORULOKALNE SAMOUPRAVE - Prof. dr Zoran Punosevac

ZNA(AJ INOVAClJA UNESERTIFIKOVANIM POSLOVNIM SISTEMIMA - Prof. dr Zravko Krivokapic,doc. dr Aleksandar VujoviC, doc. dr Jelena Jovanovic, doc. dr Sanja Pekovic. mr Sasa Petrovic

PITANJA I DELEME PRIMJENE MEST ISO 26000 - Mr Miodrag Perovic, mr Zeljko Guresic

PRIMJENA MCDM METODA UPROCJENI ZNA(AJNOSTI UTiCAJA NA ZIVOTNU SREDINU- Jelena Jovanovic, Heena Shah

KVALITETOM DO INOVACIJA - M, J. Perovic. A. Vujovic, S. Martie

DRUSTVENA ODGOVORNOST - STANDARD MEST ISO 26000 - Prof. dr Zdravko Krivokapic

L1DERSTVO I UPRAVLJANJE PROMENAMA - Prof. dr Slavko Arsovski

Izvestaj 0 odriivom razvoju NIS-a za 2012. godinu: ODRZIVIM RAZVOJEM DO NAJVISEG NIVOA UPRAVLJANJA

ATS - Povodom osnivanja Udruienja akreditovanih tela za ocenjivanje usaglasenosti:UKLANJANJE TEHNI(KIH BARIJERA UTRGOVINl NA GLOBALNOM TRZISTU

Punih 16 godina neprekidno se odriavaju DQM konferencije: SRBIJA JE LEPSI DEO SVETA

XV nacionalni naucno strucni skup i Imedunarodni naucno strucni skup:SISTEM KVALITETA USLOV ZA USPESNO POSLOVANJE I KONKURENTNOST

FQCE - FORUM KVALITETA I POSLOVNE IZVRSNOSTI 2013

INTEGRACIJA SISTEMA UPRAVLJANJA PREMA ANEKSU SL - Dr. sc. Zdenko Adelsberger

KVALITET IODRZAVANJE PO MODELU WCM - Dusan fJurovic, Miodrag Bulatovic

EKONOMSKA KONKURENTNOST ZEMLJE KAO GLAVNI FAKTOR PROMENA UKVALITETU ZIVOTA- Vasyl H. Gerasymchuk, SVitlana Andros

ILUZlJA PERFEKCIJE UPRAVLJANJA RIZIKOM - Milos Petronijevic. Ana Jankovic

PROUENA KVALITETA NA VISOKOSKOLSKOJ USTANOVI - Doc. dr Marijana Ziravac Mladenovic,doc. dr Tamara Gvozdenovic

POBOLJSAVANJE KVALITETA MEDICINSKE USLUGE PRIMJENOM STANDARDA - Aleksandar VujoviC,Zdravko KrivokapiC, Jelena Jovanovic

UPRAVLJANJE KVALITETOM UUSTANOVI PRIMARNOG NIVOA ZDRAVSTVENE ZASTlTE: DOM ZDRAVLJABIJELJINA - L. Radovanovic, R. Jelisic. Z. MaksimoviC, S. RadovanoviC, S. Mijatovic

ZAHTJEVIMA ISO 9001 DO ZRELOSTI PROCESA - Vlajko Jaukovic. Dragomir Blagojevic

NOVI VOZOVI "SIVITI" UFUNKClJI KVALITETA ZELJEZNI(KE USLUGE - Mr Milenko Saranovic

PROVJERA PREKO DRUGE STRANE: PRIMJER IZ PRAKSE - Mr Danilo Radoman

ANALIZA PROFITABILNOSTIINZENJERSKIH RJESENJA UOBRADI STAKLA - Milan Vukcevic.Dragana fJuraskovic

STATISTI(KO OCJENJIVANJE SPOSOBNOSTI PROCESA OSTRENJA ZAVOJNE BURGIJE - Radoslav Vucurevic,Zdravko Krivokapic

IZDAVAC:FQCE - Fondacija za kulturu kvaliteta iizvrsnost, 11080 Beograd - Zemun,Kej oslobodenja 29

Za Izdavaca:Vladimir TrajkoviC, predsednik FQCE

Glavni i odgovorni urednik:Evica Milie

Tehnicki urednik:Radmilo Stankovie

Novinar:Olga lIie

Pretplata:Dana Marinkovie

Telefon;:Redakcija - 011/2199 999Pretplata - tellfax 011/3163 978

E-mail: office@fqce.org.rsemilic@fqce.org.rs

IZDAVACKI SAVET:

Prof. dr Slavko ArsovskiRadomir BoskovicProf. dr Marko BeskerProf. dr Jovan FilipovieBosko GavovicDr. sc. Miroslav DrljacaVidosava DzagicMr Borislava JaksicMr Milan IvanovieDr Milos JelicProf. dr Zdravko KrivokapicDr Dejan KrnjaicMr Ivan KrsricProf. dr Ljubiia PapicProf. dr Milan PerovicMiodrag PerovicProf. dr Zoran PunosevacProf. dr Jugoslav RadulovicVladimir SimicMarinko Ukropina

UREfJIVACKI KOLEGIJUM:

Casopis za kvalitet i poslovnu izvrsnostLogotip casopisa:

IdeART Karamanlidis - www.ideart.gr

Doc. dr florde JovanovicMirko MinicEvica MilicBranislava MilovanovSiavoljub PetrovicMr Dusan 5tokic

Godisnja pretplata za 2013. godinu:11.880,00 dinaraza inostranstvo - 1SO evra

Tekuci racun: 160-275822-20Banca Intesa ad, Beograd

Devizi raeun 54010-140-308056NLB Banka ad, Beograd

(asopis izlaz; dvomesecno

Redakcija zadrzava sva prava redakturetekstova, naslova, medunaslova itehnickog oblikovanja svih primljenihmarerijala. Prestampavanje dozvoljenosamo uz navodenje izvora.

Priprema za stampu:.Kvarter V', Beograd

Stampa:Graphic studio d.o.o., Beograd - Zemun

Summaries

EFFECT OF TOP MANAGEMENT TO INCREASING THE SATISFAnlONOF CITIZENS IN PUBLIC SECTOR OF LOCAL GOVERNMENT

Abstract: If we look at their local government with the p~blic and public utili­ties,respectively public sector, it can be concluded that on most of its services con­tributes to the satisfaction or dissatisfaction of the citizens.

Good work of the public sector may be affected by anumber of factors, pri­marily the political structure, organization of work, required procedures, compe­tence of employees, corporate culture and climate, economic stability, motivati­on of employees, etc..

Each of these factors can be analyzed and to reach aconclusion as well aswhich of them affect the quality of service.

This paper discusses the basic aspects of the influence of top managementto increase customer satisfaction in the public sector of local government units. Aspecial emphasis is given on acase study of the project"lmprove the business cul­ture" in local government where they give practical elements ofwhat it is you needto make top management to increase citizens> satisfaction.

Keywords: top management, public sector, improving satisfaction, citizens

Prof. dr Slavko Arsovski UDC 005.322

LEADERSHIP AND MANAGEMENT CHANGES

In change area until to now has lean analysed management role. Relativepoor results need to analyze leadership. In the paper are presented cause of chan­ges, carracteristics of leadership's cognition of crysis, as well as emotion of leader­ship in crysis situations, as base for effective leading of changes.

" " "Dr. se. Dragutin Funda UDC 006.7:502/504(4-672EU)

ENVIRONMENTAL MANAGEMENT USING EMAS

To achieve sustainable development organizations need to make decisionsthat will take into account not only ahealthy environment, but also efficient ope­rations.

Proper environmental management enables organizations to timely plan theintervention sand investments in order to harmonize the existing organizationalstructure with the new laws.

European Union citizens, who want to know whether they are doing businesswith environmentally friendly organizations can verify that the same are includedin the eco-Iabel program (Eco-Management and Audit Scheme, EMAS).

The fundamental purpose of the implementation of EMAS recommendationsis the valuation, reporting and improvement of organizations in the field of envi­ronmental protection.

Keywords: environment, environmental management, EMAS.

" " "

Prof. dr loran Punosevac

" " "

Prof. dr ldravko Krivokapic, Doe.dr Aleksandar Vujovic,Doe. dr Jelena Jovanovic, Doe. dr Sanja Pekovic,Mr Sasa Petrovic

UDC 005.6:351

UDC 005.5

RELIABILITY REDISCOVERED?

Gives the relationship of risk and reliability, especially work with failure wit­hout probability and risk. Reference is made to anumber of the results of reliabilitytheory that can be applied in theory and practice for analysis and risk management.Keywords: risks, reliability, probability work without failure, functions of distributi­on, reliability increase, risk reduce

Doe. dr. se. Kresimir Buntak, UDC 005.32:316.46pred. Vesna Sesar, Andrej Gorajscan

THE IMPACT OF PROCESS MATURITY ON THE ORGANIZATIONMATURITY ACCORDING TO ISO 9004 NORM

For every organization that is managed and organized in accordance with qu­ality management principles and aclaim for continuous improvement the key ismeasuring the organization maturity. The ISO 9004 Norm in Annex Arepresentsthe self-assessment tool which gives acomprehensive and systematic review ofan organization's activities and results due the ISO 9004 Norm requirements. Inthat way it can be assured that acomplete situation of the organization and levelof maturity are given. One of the key areas for measuring the organization's maturi­ty is measure of maturity managing processes and organizational process structu­re. Defining amaturity of business processes in the organization is away to mea­sure amaturity management processes. The purpose of this article is to establishthe connection between process maturity and organizational maturity in its fun­ction of sustainable management.

Keywords: maturity levels, organization maturity, process maturity, qualitymanagement, sustainable management, self assessment models

IMPORTANCE OF INNOVATION IN THE UNCERTIFIEDBUSINESS SYSTEMS

INTEGRATION OF MANAGEMENT SYSTEMS INACCORDANCE WITH ANNEX SL

UDC 658.58:006

" " "

Dr. se. ldenko Adelsberger

Continuous development and investment in innovation must become apri­ority of every that wants to be competitive and take its place in the market. Thispaper presents certain results of the research, collected by surveys, innovation un­certified companies in Montenegro. For uncertified Montenegrin companies, ba­sed on this study, it can not be said that they are not innovative, but that innova­tion is very low. To improve their innovativeness they must first develop the com­pany's strategy which will be an integral part of innovation activities and then de­velop an organizational structure and processes that support innovation activities.

Implementation of multiple management systems in acompany has produ­ced aseries of discussions and concerns about the needs, methods and techniquesof integration. ISO within their standards did not have astandard for the integra­tion of management systems. During the last 10 years aconclusion has been re­ached that the state of the integration should be carried out in order to unify theprocedures of the company for all management systems. For thiS purpose, ISO haspublished Annex SL which proVides the same structure and terminology for alllSOstandards as aprerequisite for integration. The paper shows the need and con­sequences of Annex SL implementation to create new or update existing standar­ds to new revisions.

Keywords: integrated system managements, anex SL, risk management

UDC 658.562

" " "Dr Nenad Injac

" " " " " "

90 Kvalitet &izvrsnost 7-8/2013