Common Assessment Framework – Improving Organizational Performance of Municipalities in Bosnia and Herzegovina

Abstract

Common Assessment Framework (CAF), a European Total Quality Management (TQM) methodology, has been applied by municipalities across Bosnia and Herzegovina for a number of years. Municipalities have used CAF as a self-assessment tool to identify and meet their own development needs and improve organizational performance. Along with International Organization for Standardization (ISO) and Business Friendly Certificate (BFC) standards, CAF has been promoted by domestic non-governmental and international organizations as a TQM tool for public sector. This article provides an insight into experience of municipalities in BiH with implementation of CAF by focusing on their thematic priorities, organizational efficiency, output, outcome and citizens’ satisfaction.