Implementation of standard ISO 9001 in local self-government – example of municipalities in Republic of Serbia

Abstract

In modern society, the functioning of a country relies heavily on the evolving activities and role of public administration. Implementing the ISO 9001 standard for Quality Management System demands significant effort and organizational capacity. This paper evaluates the implementation of ISO 9001 in local self-government institutions in Serbia, focusing on municipalities. It also examines the ISO 18091 standard, offering guidance for applying ISO 9001 in local government. Analysis was conducted using a questionnaire from ISO 18091's Annex A, enabling self-evaluation. Employees from various Serbian municipalities filled out the questionnaire, allowing local government authorities to assess performance across 39 indicators.