1. Decentralisation and reorganisation of the Croatian Employment Service (CES) EuropeAid/119443/C/SV/HR EU CARDS 2003

2. MAIN CHARACTERISTICS OF PERFORMANCE MEASUREMENT SYSTEMS

3. ORGANIZATION AS AN OPEN SYSTEM

4. GENERIC MODEL OF A SYSTEM INPUTS Human Resources Material Resources Economic Resources ICT Resources CONTROLMECHANISMS OUTPUTS Products Products Services Services Profits Profits Loses Loses Employee SatisfactionEmployee Satisfaction Client Satisfaction Client Satisfaction TRANSFORMATION PROCEDURES Programming Organization Monitoring Control Technology FEEDBACK INFORMATION

5. ORGANIZATION AS AN OPEN SYSTEM OUTPUTS INPUTS FEEDBACK Functional Environment Political Factors Technological Factors Economic Factors Social Factors External environment Internal Environment

6. THE CHANGING ROLE OF GOVERNMENT

8.  TECHNOLOGY  TRANSPORTATION  PRODUCTION  ………………………….. NEW ROLE OF GOVERNMENT  Administrative Product  Citizen as a Client  Internal / External Customer CENTRAL GOVERNMENT DECENTRALIZED AUTHORITIES  Ministries Headquarters  Formulation of central Policies  Implementation of Policies GLOBAL TRANSFORMATIONS LEAD TO …….. ADMINISTRATIVE CHANGES

9. CITIZEN – ORIENTED APPROACH TO QUALITY SERVICE DELIVERY

10. CLIENT SATISFACTION CLIENTEXPECTATIONS CLIENTPERCEPTIONS CLIENTSATISFACTION REDUCEGAP REDUCE REDUCEGAP SATISFACTIONGAP

11. A Client-centered Approach to Quality Services

12. PUBLIC ADMINISTRATION IS CHANGING FROM “FOLLOW THE RULES” TO “CITIZEN’S NEEDS”

13. RESPONSIVE GOVERNMENT PUBLIC SECTOR INSTITUTIONS EXIST PRIMARILY TO DELIVER A SERVICE OR A PRODUCT TO A CLIENT

14. CITIZEN CENTRES APPROACH ADMINISTRATION FOLLOWS THE CITIZEN ADMINISTRATION CITIZEN Central Gov Local Gov Agencies CITIZEN’S SERVICE CENTERS

15. QUALITY AND PERFORMANCE MEASUREMENT SYSTEMS

16. QUALITY & TOTAL QUALITY MANAGEMENT PRIVATE SECTOR NEW APPROACH NEW MANAGEMENT SYSTEM  Customer is always right  Customer is the KING TOTAL QUALITY MANAGEMENT QUALITY RESPONSE TO CUSTOMER NEEDS TOTAL QUALITY MANAGEMENT EVERY ACTIVITY, EVERY DIVISION, EVERY WORKER CONTRIBUTES TO CUSTOMER SATISFACTION WITH THE MINIMUM POSSIBLE COST FOR THE ORGANIZATION

17. TQM PRINCIPLE S FOCUS ON CUSTOMER NEEDS  Who are the Customers  What they expect  INTERNAL / EXTERNAL CUSTOMERS CONTINUOUS IMPROVEMENT DEMING CYCLE : PLAN- DO- CHECK – ACT TOTAL PARTICIPATION & COMMITMENT

18. DEMING CYCLE ACT PLAN CHECKDO ACT PLAN CHECKDO

19. ISO INTERNATIONAL ORGANIZATION FOR STANDARDIZATION Quality Standards Internationally – In the ISO participate National Standardization Organizations of 110 Countries. WORK METHODOLOGY (Decentralized): 185 TECHNICAL COMMITTEESS AND 36 SUB-COMMITTEESS supported by TECHNICAL SECRETARIAT in 35 Countries. The CENTRAL SECRETARIAT is in GENEVA

20. NECESSARY STEPS FOR THE INTRODUCTIO N OF ISO DECISION OF THE LEADERSHIP REORGANIZATION OR DEVELOPMENT OF NEW PROCEDURES GAP IDENTIFICATION AND ACTION PLAN CREATION OF TEAM WORK UNIT EXAMINATION OF THE CURRENT SITUATION SUBMISSION OF THE MANUAL TO THE ISO AUTHORITY FOR APPROVAL DEVELOPMENT OF QUALITY ASSURANCE MANUAL SELLECTION OF ISO AUTHORITY EVALUATION OF THE PROCESS ACCREDITATION /ISO

28. The BALANCED SCORECARD Model

30. For the PUBLIC SECTOR