Need for Quality Management in VIS and the Achieved Level in FB&H

The value of quality of the products and services is reflected in two final grades of the quality of products (services). These are: customer satisfaction or to what level customers expectations are satisfied and the achieved level of customer loyalty. Since the quality of products (services) has two dimensions (level of meeting the requirements of regulations and standards and the level of the fulfillment of the customers’ expectations) then the following elements are essential for an objective assessment and verification of the quality of products (services): mandatory and voluntary part of the objective quality. One thing that is certainly present here is the concept of attractive quality that can be viewed in terms of the characteristics of services as a qualitative/comparable and quantitative/measurable ones. With the constant surveillance of the vehicle inspection system (VIS) from 2007 till now, it has been possible to consider the gradual development of the achieved level of quality of services and the need for the expansion of the system of quality through a new approach of dealing with the problem of quality through the introduction of risk management and through the assessment and exchange of external and internal contexts of the organization of VIS. This would achieve a higher degree of satisfaction, both of the employees and the users of VIS services.