QUALITY MANAGEMENT OF NON-PROFIT ORGANIZATIONS AT AIM TO IMPROVE COMPETITIVE ADVANTAGE

Milka Ivanović, Zorana Antić

Abstract


Developed, implemented and effective quality management in nonprofit organizations is important not only in terms of improving customer service, but also in terms of improving the efficiency and performance levels, with the aim of achieving competitiveness and access to funds. Starting with these claims, the authors have investigated the use of quality standards in non-profit organizations in transition countries, focusing on Serbia. The results have shown that a number of nonprofit organizations in the countries in transition was applied by some of the concepts of quality management as a means of establishing a quality culture and providing long-term goals related to satisfaction of the users, in order to ensure the funding sources. However, this practice is, unfortunately, a rare example in non-profit organizations in Serbia, which reduces their efficiency and effectiveness. Having such knowledge and bearing in mind many difficulties faced by non-profit organizations in Serbia, as well as the poor results achieved in some areas, there is a need for standardization of business which includes the design and implementation of an effective quality management system. Therefore, the goal of the study is to point out the need for changes in business behavior, in terms of standardizing operations, encouraging non-profit organizations in Serbia to implement any of the process quality system model.


Keywords


effective quality management, nonprofits, competitive advantage, standardization, performance

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References


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