Effects of total quality management in local authorities
International Journal of Quality and Service Sciences
ISSN: 1756-669X
Article publication date: 20 March 2017
Abstract
Purpose
The purpose of this study is to determine the main total quality management (TQM) factors adopted and the respective results achieved by local authorities – municipalities. Determining the degree to which TQM influences the respective results is also an aim of the present study.
Design/methodology/approach
A research study was designed to be carried out in Greek local authorities – municipalities, 125 of which were approached through interviews with chief executive officers (CEOs) based on a structured questionnaire. The TQM practices and results identified in the literature were used as measured variables of the questionnaire. Descriptive statistics and linear regression analyses were applied for the purpose of the study.
Findings
The TQM philosophy is not highly adopted by the Greek local authorities participating in the present study. Moreover, the Greek local authorities do not seem to derive significant TQM benefits. Finally, adopting TQM strongly and positively influences, first, operational and quality performance of the local authorities; second, citizen satisfaction and society results; and third, employee satisfaction.
Research limitations/implications
Subjective data were collected from the CEOs of a small sample of local authorities operating in a European Union country, under circumstances of financial crisis. Based on these limitations, future research studies are recommended.
Practical implications
Areas for improvement are identified for a local authority to develop a robust TQM model, approach business excellence and derive significant benefits.
Originality/value
This is the first research study in the field of TQM to be conducted at city-level administration in Greece.
Keywords
Citation
Psomas, E., Vouzas, F., Bouranta, N. and Tasiou, M. (2017), "Effects of total quality management in local authorities", International Journal of Quality and Service Sciences, Vol. 9 No. 1, pp. 41-66. https://doi.org/10.1108/IJQSS-04-2016-0035
Publisher
:Emerald Publishing Limited
Copyright © 2017, Emerald Publishing Limited