In January 2007. Administrative service of Municipality Prnjavor started working on Project on establishing and implementation of the system of management the quality according to the requests of the standard ISO 9001:2000 in cooperation with the Association of the municipalities and cities of Republic of Srpska and which was co-financed by the government of the Kingdom of Norway.

ISO 9001:2000 is an international standard, which specifies requests of the system of management of quality. ISO is International Organization for Standardization.

System of the managing of the quality is managing system with which we direct the organization to fulfill the set goals in suspect to the quality of dealing and offering services. It is a system in which is known WHO, WHAT, WHEN and HOW DOES IT WORK!

The goals of implementation of the system of the management of quality are:

• Increasing of the level of satisfaction of the users of the services which offers Administrative service of the Municipality Prnjavor,
• Decreasing of the costs of the management,
• Easier and more efficient managing by administration,
• Precise defining of the responsibility and authorization of the workers,
• More successful managing of resources,
• Constant improvement and advancement of the process of offering of the services,
• Increase of the level of training of the employees,
• Increase of the satisfaction of the employees,
• Getting of internationally recognized certificate.

After the Decision on starting of the Project on establishing and implementation of the system of management of quality according to the standard ISO 9001:2000 was brought, the members of the Board for quality appointed by the Head of the Municipality, in cooperation with employees, did the following:

• The existing status of the documentation and existing means of managing of quality was recording (the existing status was compared with the requests of standard ISO 9001:2000),
• The Policy of quality was established and presented,
• 19 procedures, 11 instructions and greater number of forms and recording of system of management of quality was made,
• The Operating procedure of system of management of quality was made and adopted,
• The training of management and the employees was performed,
• Performed training for internal auditors,
• Distributed documentation to the employees in the Administrative service on 1^st May 2007. and the mentioned date marks the start of application of verified documentation.

Internal audit was performed on 31^st May 2007. and based on the results on the first internal audit it was concluded that the established system was functioning.

On the bases of authorization of the Head of the Municipality, the procedure of carrying out of tender for choosing of the most favorable house for certifying was carried out by the Municipality Bijeljina, where as the most favorable bidder was chosen the certificating house TUV Rheinland  from Belgrade.

In the period from introducing of the documents to the moment of setting of pre-control it was worked on improvement of the documentation and whole system of quality (a set of corrective and preventive measures was carried out).

On 28^th November 2007. in accordance with Plan of pre-certification control that was given by the chosen house, it was carried out the control of documentation, which shows whether the documentation is promptly harmonized with requests of international standards.

After Report of the checker on readiness of the municipality for control, it was set the date for main control for 13^th and 14^th December and the Plan of control was delivered.

On 13^th and 14^th December the control of APLICATION OF THE SYSTEM IN PRACTICE was carried out.

In the report from the certification control the leading checker pointed out:

• That during control the discrepancies were not established

• That the system of quality, which was applied in the organization, was harmonized with the requests of the standard.

ISO certification took place on 25^th January 2008. in Trebinje.

THE REPRESENTATIVE OF THE MANAGEMENT FOR QUALITY

Miloranka Lazarević