Total Quality in the Public Services

Abstract

Examines the potential for applying total quality in the public services. Discusses how the public services in Britain have begun to take an interest in TQ but have so far concentrated on short‐term quality initiatives. Discusses how public services rank from a quality standpoint. Contends that quality is measured by the cost of doing things wrong. Emphasizes the importance of management commitment. Concludes that quality is manageable provided the organization takes quality seriously and the education and policy are done properly.

Citation

English, G. (1990), "Total Quality in the Public Services", The TQM Magazine, Vol. 2 No. 3. https://doi.org/10.1108/EUM0000000003033