Managing quality in a UK local authority: the Leicester experience

Abstract

The resources department of the Leicester City Council (LCC) has introduced a wide range of initiatives to achieve quality management with the aim to deliver quality services to customers. Research has shown an improvement in quality management and a commitment to further improvement. Notable improvements include a change to the organizational culture, the application of continuous improvement and the development of a quality assurance programme which can be extended to include ISO 9000. Argues that the commitment to further improvement needs to be considered in terms of a more formal approach to TQM. Suggests that an established integrated approach called the TQMEX model is particularly appropriate for consideration. The output of the research is a TQM strategic plan based on the status quo of LCC, the theoretical background of the TQMEX model and the experience of the author in total quality practices.

Citation

Farrell, C. and Ho, S.K. (1996), "Managing quality in a UK local authority: the Leicester experience", Managing Service Quality: An International Journal, Vol. 6 No. 5, pp. 38-44. https://doi.org/10.1108/09604529610127099