Since the nineties the words customer, effectiveness and quality have become part of everyday school life. Municipalities’ makes regular customer surveys to measure both independent schools as municipal schools ' quality. A common method for customer research and background studies is that parents and students are asked to respond to simple Web-based surveys. Customer satisfaction and/or customer dissatisfaction options are presented in tabular form, based on the percentage that expresses a particular position within a query. The measure of customer satisfaction and quality, risks being the ability to satisfy individual targets – not to maximize public benefit. The school is the cutoff point between mission to nurture democratic citizenship and to compete for students with other providers. This situation creates many a dilemma – not least when the measure of quality is squeezed into quality methods that can only measure what is easily measurable, such as statistics of amount of examination, national test scores and customer satisfaction. Can the school's complex operations, quality and effectiveness (customer value) be measured with the industry and business methods, parameters and in percent? The aim of my study is to investigate if these methods and the quality management practice had an impact at school and if so – discuss how and if this influenced the writing of quality reports. Ten randomly selected schools ' quality reports have been examined quantitatively, qualitatively analyzed and interpreted. It is possible to find traces of industrial-quality thinking in quality reports and see a link to the New Public Management? The notion that quantity measure ratings statistics and results of national tests is assumed to indicate schools' quality. Quality reports in elementary school does not work for describing schools quality so that  quality becomes possible to compare between different schools, nor as a concrete tool to drive school improvement and quality improvements in schools' everyday work.

Magistro darbo tikslas - siekiant didesnio organizacijos efektyvumo nustatyti Bendrojo vertinimo modelio (BVM) taikymo VšĮ ,,Šiaulių donoras“ galimybes. Tikslui realizuoti pasirinkti tyrimo metodai: su darbo tema susijusių Lietuvos Respublikos įstatymų, kitų teisės aktų, reglamentuojančių viešajį administravimą, nevyriausybines organizacijas, neatlygintiną donorystę bei Lietuvos mokslininkų publikacijų analizė, išorinės aplinkos analizė (PEST), interviu. Teorinėje dalyje analizuojami kokybės vadybos metodų taikymo ypatumai viešajame sektoriuje nevyriausybinių organizacijų aspektu. Magistro darbe nagrinėjami BVM diegimo viešojo administravimo institucijose pagrindiniai ypatumai, atskleidžiami BVM įgyvendinimo probleminiai aspektai. Tyrimo rezultatuose analizuojama išorinės aplinkos veiksnių įtaka bei BVM diegimo galimybės VšĮ „Šiaulių donoras“ įstaigos veikloje. Tyrimas atskleidė pagrindines galimybes ir grėsmes kylančias iš aplinkos bei VšĮ „Šiaulių donoras“ įstaigos kokybės lygį, vadybos kokybės žinias ir kompetencijas, vizijas bei perspektyvas siekiant efektyvesnės įstaigos paslaugų kokybės ir geresnių veiklos rezultatų rodiklių. / Master's thesis purpose - to indentify opportunities for greater organizational efficiency and the Common Assessment Framework (CAF) to VšĮ ,,Šiaulių donoras“ options. To realize the purpose investigation methods were selected: relevant to job laws oft he Republic of Lithuania, the laws governing public administration, non-governmental organizations, unpaid blood donations and the Lithuanian scientific publication sanalysis, external environmental analysis (PEST) and interview. In theoretical chapter features of quality management applications to aspects of non-governmental organizations in public sector are analyzed. In Master's thesis features of CAF integrating into public administration institutions are written, problemic aspects of realizing CAF are mentioned. In investigation rezults an influence of external enviroment and CAF opportunities in VšĮ „Šiaulių donoras“ actyvity are analyzed. The study explains main opportunities and threats which goes from outside and quality level of VšĮ „Šiaulių donoras“ , also quality management skills and competencies, visions and perspectives for more efficient institution service quality and better rates of activity rezults.