CIP005.6 155N 2217-852X = Kvalitet & izv,snost COBI55.5R-IO 189264396 UDC 006-658.5 Godina II • Broj 7-8/2013 wwwfqce.org.rs E-mail: [email protected] Sadrzaj Casopis za kvalitet i poslovnu izvrsnost Logotip casopisa: IdeART Karamanlidis - www.ideart.gr IZDAVAC: FQCE - Fondacija za kulturu kvaliteta i izvrsnost, 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 999 Pretplata - tellfax 011/3163 978 E-mail: [email protected] [email protected] 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 I medunarodni naucno strucni skup: SISTEM KVALITETA USLOV ZA USPESNO POSLOVANJE I KONKURENTNOST FQCE - FORUM KVALITETA I POSLOVNE IZVRSNOSTI 2013 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 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 IZDAVACKI SAVET: Prof. dr Slavko Arsovski Radomir Boskovic Prof. dr Marko Besker Prof. dr Jovan Filipovie Bosko Gavovic Dr. sc. Miroslav Drljaca Vidosava Dzagic Mr Borislava Jaksic Mr Milan Ivanovie Dr Milos Jelic Prof. dr Zdravko Krivokapic Dr Dejan Krnjaic Mr Ivan Krsric Prof. dr Ljubiia Papic Prof. dr Milan Perovic Miodrag Perovic Prof. dr Zoran Punosevac Prof. dr Jugoslav Radulovic Vladimir Simic Marinko Ukropina PONOVNO OTKRIVANJE POUZDANOSTI? - Dr Nenad Injac UTICAJ TOP MENADZMENTA NA POVECANJE ZADOVOLJSTVA GRADANA UJAVNOM SEKTORU LOKALNE 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 INTEGRACIJA SISTEMA UPRAVLJANJA PREMA ANEKSU SL - Dr. sc. Zdenko Adelsberger KVALITET I ODRZAVANJE PO MODELU WCM - Dusan fJurovic, Miodrag Bulatovic EKONOMSKA KONKURENTNOST ZEMLJE KAO GLAVNI FAKTOR PROMENA UKVALITETU ZIVOTA - Vasyl H. Gerasymchuk, SVitlana Andros UREfJIVACKI KOLEGIJUM: Doc. dr florde Jovanovic Mirko Minic Evica Milic Branislava Milovanov Siavoljub Petrovic Mr Dusan 5tokic Godisnja pretplata za 2013. godinu: 11.880,00 dinara za inostranstvo - 1SO evra 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 ZDRAVLJA BIJELJINA - L. Radovanovic, R. Jelisic. Z. MaksimoviC, S. RadovanoviC, S. Mijatovic Tekuci racun: 160-275822-20 Banca Intesa ad, Beograd ZAHTJEVIMA ISO 9001 DO ZRELOSTI PROCESA - Vlajko Jaukovic. Dragomir Blagojevic Devizi raeun 54010-140-308056 NLB Banka ad, Beograd NOVI VOZOVI "SIVITI" UFUNKClJI KVALITETA ZELJEZNI(KE USLUGE - Mr Milenko Saranovic (asopis izlaz; dvomesecno Redakcija zadrzava sva prava redakture tekstova, naslova, medunaslova i tehnickog oblikovanja svih primljenih marerijala. Prestampavanje dozvoljeno samo uz navodenje izvora. Priprema za stampu: .Kvarter V', Beograd Stampa: Graphic studio d.o.o., Beograd - Zemun 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 SUMMARIES Summaries Prof. dr Slavko Arsovski UDC 005.322 LEADERSHIP AND MANAGEMENT CHANGES In change area until to now has lean analysed management role. Relative poor 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 decisions that will take into account not only ahealthy environment, but also efficient operations. Proper environmental management enables organizations to timely plan the intervention sand investments in order to harmonize the existing organizational structure with the new laws. European Union citizens, who want to know whether they are doing business with environmentally friendly organizations can verify that the same are included in the eco-Iabel program (Eco-Management and Audit Scheme, EMAS). The fundamental purpose of the implementation of EMAS recommendations is the valuation, reporting and improvement of organizations in the field of environmental protection. Keywords: environment, environmental management, EMAS. " " " Doe. dr. se. Kresimir Buntak, pred. Vesna Sesar, Andrej Gorajscan UDC 005.32:316.46 THE IMPACT OF PROCESS MATURITY ON THE ORGANIZATION MATURITY 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 is measuring the organization maturity. The ISO 9004 Norm in Annex Arepresents the self-assessment tool which gives acomprehensive and systematic review of an organization's activities and results due the ISO 9004 Norm requirements. In that way it can be assured that acomplete situation of the organization and level of 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 establish the connection between process maturity and organizational maturity in its function of sustainable management. Keywords: maturity levels, organization maturity, process maturity, quality management, sustainable management, self assessment models " " " Dr Nenad Injac UDC 658.562 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 reliability theory 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 " " " 90 Kvalitet &izvrsnost 7-8/2013 Prof. dr loran Punosevac UDC 005.6:351 EFFECT OF TOP MANAGEMENT TO INCREASING THE SATISFAnlON OF 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 as which of them affect the quality of service. This paper discusses the basic aspects of the influence of top management to increase customer satisfaction in the public sector of local government units. A special 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 need to make top management to increase citizens> satisfaction. Keywords: top management, public sector, improving satisfaction, citizens " " " Prof. dr ldravko Krivokapic, Doe.dr Aleksandar Vujovic, Doe. dr Jelena Jovanovic, Doe. dr Sanja Pekovic, Mr Sasa Petrovic UDC 005.5 IMPORTANCE OF INNOVATION IN THE UNCERTIFIED BUSINESS SYSTEMS Continuous development and investment in innovation must become apriority of every that wants to be competitive and take its place in the market. This paper 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. " " " Dr. se. ldenko Adelsberger UDC 658.58:006 INTEGRATION OF MANAGEMENT SYSTEMS IN ACCORDANCE WITH ANNEX SL Implementation of multiple management systems in acompany has produced aseries of discussions and concerns about the needs, methods and techniques of 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 the procedures of the company for all management systems. For thiS purpose, ISO has published Annex SL which proVides the same structure and terminology for alllSO standards 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 " " "