TQM in public organisations: an examination of the issues

Abstract

This paper explores the application of total quality management (TQM) to public sector organisations. The examination of the operating characteristics of these organisations has been made against ten dimensions of TQM (e.g. supplier relationships and workforce management) identified and defined by the authors using the academic literature. From the examination TQM is found to be of benefit to public sector organisations but particular characteristics of their operation, in particular, the lack of understanding of customer satisfaction issues, the contentment of managers and staff to work to rules and regulations and observe precedent, and the lack of internal drive and motivation to improve processes, make the TQM intervention more difficult. It is also observed that regulatory bodies can provide the incentive to improve, acting in the same role as demanding customers in a competitive situation.

Citation

Dewhurst, F., Martínez‐Lorente, A.R. and Dale, B.G. (1999), "TQM in public organisations: an examination of the issues", Managing Service Quality: An International Journal, Vol. 9 No. 4, pp. 265-274. https://doi.org/10.1108/09604529910273210