Gives an overview of interest in, and development of, quality management in local government. Outlines the process of transferring quality management to public sector services, highlighting a number of obstacles. Lists a number of external pressures that are forcing significant changes on local authorities. Details the requirements for quality management in the public sector, and concludes that the crux of the matter is identifying who actually is the customer of public services.
Speller, S. and Ghobadian, A. (1993), "Change for the public sector", Managing Service Quality: An International Journal, Vol. 3 No. 5, pp. 29-32. https://doi.org/10.1108/EUM0000000003189
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