1. 543662-TEMPUS-1-2013-1-ME-TEMPUS-JPHES “IMPROVEMENT OF PARTNERSHIP WITH ENTERPISES BY ENHENCEMENT OF A REGIONAL QUALITY MANAGEMENT POTENTIALS IN WBC” Sabahudin Jašarević, Samir Lemeš University of Zenica Needs analysis of enterprises in Bosnia and Herzegovina from the aspect of QMS

2.  Status of certification of Quality Management Systems (QMS) in enterprises in Bosnia and Herzegovina.  Supporting national and international programs providing support for QMS certification.  The research was conducted in two parts: 2009 and 2014.  Analysis of enterprises’ needs from the aspect of QMS  Analysis of customers’ needs from the aspect of QMS

3. Status of certification in Bosnia and Herzegovina  The extremely unfavourable political, commercial, economic, and other issues in Bosnia and Herzegovina caused by the recent war, have led to significant retardation in the field of standardization and quality.  The Institute for Standards, Metrology and Intellectual Property (Institute), and the Institute for Accreditation Bosnia and Herzegovina (BATA) were established in 2001.  They perform their tasks in accordance with the procedures, policies and guidelines of international and European organizations.

4. Status of certification in Bosnia and Herzegovina  The company "Pobjeda" Tešanj was supposed to have certification in April 1992, but war delayed that.  The first certificates for QMS in BH organizations were received in 1997.  The number of ISO 9001 certifications is unevenly distributed (3:1 between the FB&H and the RS). The largest number of certificates is in industrial centers: Sarajevo Canton, Zenica-Doboj Canton, Tuzla Canton and Herzegovina-Neretva Canton (in FB&H) and Banja Luka and East Sarajevo (in RS).

5. Number of certificates (2012) in Bosnia and Herzegovina and neighbouring countries StandardB&HSerbiaMontenegroSloveniaCroatiaMacedonia ISO 9001 1239306610216142614482 ISO 14001 17481716420760204 ISO 22001 2317231710831 ISO 27001 725013585 ISO 50001 020842 ISO 16949 12180102197 ISO 13485 -47-17 3

6. Supporting programs for establishment of QMS in enterprises  National programs for QMS implementation and certification are ony symbolic, with only a few exceptions (Declaration on Quality by Council of Ministers, and support for SMEs by Zenica-Doboj Canton).  EU funded project "Support to Introduction of Quality Management Systems" (ww.euqms.ba): support for 100 certified QMS in SMEs.  A number of EU IPA, USAID and World bank programs and projects and bilateral projects supporting institutional development and awareness raising.

7. Analysis of enterprises’ needs from the aspect of QMS What are / will be your business decisions in terms of quality? 20092014 No% % 1. Certification by new standard ISO 9001 (when adopted) 14930,532531,25 2.Getting or implementation of ISO 140009018,441620,00 3.Model of Business Excellence5010,251012,5 4.Process renewal4910,04810,00 5.Benchmarking438,8145,00 6.TQM model336,76810,00 7.Certification by OHSAS 18001244,9245,00 8.Balanced ScoreCard224,5133,75 9.Using the method of twenty keys142,8722,5 10.Other142,8722,5

8. Analysis of enterprises’ needs from the aspect of QMS Why will you decide about the above-rounded business decisions in terms of quality? 20092014 No% % 1.Technological necessity437,4855,1 2.Owners requirements549,391111,1 3.Environmental requirements8114,091717,2 4.Wishes of employees223,8322,0 5.Suppliers conditions234,0022,0 6.Requirements of the standard12020,871515,2 7.Customers requests11419,832323,2 8.Management requests10718,612121,2 9.Other111,9133,0

9. Analysis of customers’ needs from the aspect of QMS  Influence of standards to increase the quality of products and services to increase the customer satisfaction and loyalty (196 organizations, grades 1-5)  The answers also shown that organizations that had a standard for a longer time, better recognized the effects of the introduction, implementation and certification of QMS. Factor/ RatingsMean Stand. deviation 1.Quality of products and services increased 4,070,69 2.Customer satisfaction increased 4,110,66 3.The loyalty of existing customers increased 3,850,83

10. Conclusion  The answers from questionnaires have shown that the focus was slightly transferred from the standard requirements (2009) towards customer demands (2014).  Concerning obstacles, the main obstacle is overburden of management with a regular job, both in 2009 and 2014.  Organizations stated that improvements came from process improvements in 2009, and through internal audits in 2014.  Analysis of customers' needs has shown that certification lead to increase in customer satisfaction, followed by the increase in quality of products and services.