International Journal of Public Sector Management: Volume 8 Issue 7

A quest for the best: the strategic management of a countywide quality initiative

Michael Asser, Jane Haines

Describes Oxfordshire County Council′s QUEST programme (quality;effectiveness; service to all) and its implementation by introducing adevolved cost‐centre management accounting…

Measuring service quality in local government: the SERVQUAL approach

Mike Donnelly, Mik Wisniewski, John F. Dalrymple, Adrienne C. Curry

Local government in the UK is not immune from the pressures drivingsuccessful organizations towards top quality services that delight theircustomers. Outlines some of the special…

Quality management in services: is the public sector keeping pace?

Tom Redman, Brian Mathews, Adrian Wilkinson, Ed Snape

Quality management has been in vogue within manufacturing for overa decade. Service industries have more recently been making heavyinvestments in this area. Also there are major…

Applying total quality management to educational instruction: A case study from a US public university

Sunil Babbar

How can education service managers, administrators and teachersmake educational instruction more effective? Can concepts fundamental tothe total quality management (TQM…

Quasi‐government: the case of the Mental Health Act Commission

Michael Cavadino

The Mental Health Act Commission (MHAC) is a “watchdog”body concerned with the rights of detained psychiatric patients inEngland and Wales. It was created by the UK government as…