Διοίκηση ολικής ποιότητας: έναρξη εφαρμογής στη Νομαρχία Αθηνών (εγκατάσταση συστήματος διαχείρισης ποιότητας EN ISO 9001 : 2000 στο τμήμα κτηνιατρικής δημόσιας υγείας & ελέγχου τροφίμων της δ/νσης κτηνιατρικής)
The aim of this study is to present the development of a Total Quality Management "culture" to the Department of Veterinarian Public Health and Food Control; of the Veterinarian Medicine Directorate, of the Prefecture of Athens, by the application of an ISO 9001:2000 system. Firstly, a reference to the concept of Management and its principles, the basic functions of Strategic Management and the typical features of the manager consist a necessary introduction in order for the analysis of the Total Quality Management (TQM) to follow. Secondly, a comparative analysis elucidates the differences between the TQM and the Strategic Management. The Total Quality Management is extensively analyzed in terms of its basic principles, its planning, its control, its application and its "non quality" cost. Additionally, special attention is paid to the establishment of the company environment, the importance of human resources and the client's priority, the supplier's part, and finally and most importantly, the perspective of continuous improvement (Benchmarking, Reengineering). Thirdly, the application of the ISO 9001:2000 system to the Department of Veterinarian Public Health and Food Control suggested the necessity for a historical review of the quality systems and a reference of the ISO 9000:2000 system and its revisions along with a more extended reference of the ISO 9001:2000 system and its main units. The Quality Administration Manual of the pre-mentioned department is analyzed in order for the following issues to be clarified: the purpose of its existence, the presentation of the department, the politics of quality and its administration system, the management's responsibility, the administration of its resources, the provided services, the continuous improvement, and all the archives, and a list of the procedures and the guidelines that have been recorded up today. Finally, the conclusive chapter achieves the primal aim of this study by recording the improvement of the quality and the effectiveness of the provided services and the operation of the department, after the application of the ISO 9001:2000 system.