Making the difference: quality strategy in the public sector
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 February 1999
Abstract
This paper explores some of the complexities of the public sector as they relate to the formation of strategy for the management of quality. Key issues analysed include the importance of the particular mission and responsibilities of the public sector; the range and influence of different stakeholders; the strategic portfolio choices open to decision‐makers; the perverse logic of quality in this sector; and the peculiar nature of its customers and decision‐makers. In highlighting crucial differences with the commercial sector, the paper raises some challenges for the quality movement as to how best it might support continuous improvement in this important sector in the future.
Keywords
Citation
Donnelly, M. (1999), "Making the difference: quality strategy in the public sector", Managing Service Quality: An International Journal, Vol. 9 No. 1, pp. 47-52. https://doi.org/10.1108/09604529910248803
Publisher
:MCB UP Ltd
Copyright © 1999, MCB UP Limited