Introduction
Although a monopolist in its field, the public administration has expressed need
to provide a high quality of its work. This is especially valid for the municipality level,
since its services are often in direct contact with the population that represents the
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electorate. The quality of the work of the municipality administration directly reflects
to the satisfaction or dissatisfaction of the population.
Tools available to local authority are [1, p. 41]:
• system of complaints and suggestions
• satisfaction poll users
• imaginary paintings
• analysis of lost customers.
Total Quality Management (TQM) is based on a definition of quality. The definition
comes from consumer psychology literature. Local administration found TQM
very attractive in the sense that it promotes understanding of community needs. TQM
helps the administration contain costs public and to improve the services. Local administration
may benefit from TQM insofar as it may become a means to increase
responsibilities, and diminish revenues and the public’s cynicism regarding civil servants’
skills. [2, p. 64].