International Journal of Public Sector Management: Volume 9 Issue 4


Table of contents

Implications of total quality management in federal services: the US experience

Binshan Lin, Francine Ogunyemi

Examines the renewed interest in implementation of total quality management (TQM) in federal government services. In particular analyses the concept of customer service in…


Consumers without teeth: can probation service “clients” have a say in the service they receive?

Michael Nash

Explores recent changes where, like other public sector organizations, the probation service did not escape the managerial revolution. The service has become increasingly…


Managerialism and beyond: the case of criminal justice

John W. Raine, Michael J. Willson

Focuses on criminal justice, and especially on the courts, as a case study to illustrate some of the main changes which public sector managerialism has imposed on public…


A comparison of three approaches to programme implementation

Neal Ryan

Suggests that recent models of programme implementation have attempted to accommodate both “top‐down” and “bottomup” concerns within their framework. Some analysts have…


Re‐engineering a public organization: an analysis of a case of “successful failure”

Nerev F. Kock, Robert J. McQueen, Megan Baker

Recent surveys show that process‐reengineering (BPR) has had widespread adoption in western countries. This has been motivated by case studies where drastic improvements…


New information and communications technologies and institutional change: The case of the UK criminal justice system

Christine Bellamy, John Taylor

A major thrust in public service computing in the late 1990s is the building of electronic bridges between the large‐scale computer systems which have been embedded into…

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Emerald Publishing Limited

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  • Prof Dr Sandra van Thiel