Total Quality in Public Service
Jon Choppin
(Independent Total Quality Management Consultant with a decade
of experience in all sectors of industry and the public service. He is
author of the ″Total Quality Series″ of workbooks covering total quality
methods and several other publications. He appreciates feedback on his
articles and may be contacted at Jon Choppin Consultancy, Freepost,
Sible Hedingham, Essex CO9 3BR. Tel/Fax: 0787 461227.)
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Abstract
Suggests that TQM has much to offer public services provided that the organization is considered as a whole. Discusses five points which need to be considered if the ideas of industry are to be adopted successfully: customers and goals; organizational structure; culture; resources and earnings; and definition of processes involved. Recommends new service cultures and internal structures.
Keywords
Citation
Choppin, J. (1994), "Total Quality in Public Service", Management Development Review, Vol. 7 No. 3, pp. 37-40. https://doi.org/10.1108/09622519410060438
Publisher
:MCB UP Ltd
Copyright © 1994, MCB UP Limited