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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.)

Management Development Review

ISSN: 0962-2519

Article publication date: 1 June 1994



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.



Choppin, J. (1994), "Total Quality in Public Service", Management Development Review, Vol. 7 No. 3, pp. 37-40.




Copyright © 1994, MCB UP Limited

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