QUALITY OBJECTIVES

Palilula Municipality Administration aims to achieve complete citizens` satisfaction by defining and the implementation of following Quality objectives:

• effective realization of given tasks and processing of cases/documents, and shortening the case/documents processing time to customer services demands for 10% each year in comparison to the previous;
• reducing wasting in the processes implemented by the Municipality for 10% every year compared to previous year with the ultimate goal of achieving process without any waste;
• eliminating unnecessary costs and reducing business expenses by 10% each year;
• increasing of employees and citizens satisfaction measured by differences reducing in satisfaction of services users between satisfaction in 2009 and complete satisfaction for 10% every year
• more effective implementation of tasks for solving property - legal and communal affairs and shortening the time required for the execution of major maintenance activities by 10% compared to the current state each year through process improvement;
• improving the management of supplying process through its information support.

In order to achieve the objectives of quality management, Palilula Municipal Administration maintains and continuously improves the quality management system in accordance with the requirements of ISO 9001:2000. That new initiative and those that will follow, will help to meet and exceed the demands of our citizens for providing services quickly and without error in every interaction.

For the realization of all stated objectives, Palilula Municipal Administration focuses on quality, speed and costs that will increase revenues. Administration of Palilula Municipality will rely on the fact that its employees will:

• be provided time and other resources needed to fulfill the quality objectives;
• be provided education and training methods and quality tools that will enable them to systematically improve business processes;
• create the conditions for teamwork and process improvement;
• provide consultants as trainers and guides on the journey to excellence
• provide informational support of improved processes.

  In Nis,                                         President

  April 7 2009                               Igor Novakovic