Quality Management In Public Institutions From The Organizational Communication Perspective

The products and services' quality in the public sector is now one of the most important objectives setbyalmost all public and administrative authorities in developed countries. Total quality management, as the main direction in modernizing and optimize the public field, relies on the involvement of all categories of staff, from managers to executive staff, in order to fulfill the organizational objectives. However, for quality management the main objective is to fulfill the customers' needs at a higher level, to identify the citizen's needs and values and even anticipating and exceeding their expectations. All these quality goals cannot be achieved without conferringthe due importance of the organizational communication in the efficiency of the public sector .The human relations inside the organization, the motivation and implication of the employees, harmonizing the personal interests with the organizational objectives, and also the organization's relation with its environment and especially with the citizens to whom are addressed the public services, are regulated by the use of communication through information exchange.