Total Quality Management in the Public Sector: An International PerspectiveTotal Quality Management (TQM) is a set of concepts, tools and applications which has been so successful in manufacturing industry that we are now witnessing experimentation in the transference of Total Quality Management to the public sector provision of government, health and education in North America, Europe and elsewhere. TQM is starting to set a new paradigm for management approaches in the public sector and "not for profit" enterprises. All key public service managers should at least need to know the basics of TQM, its possibilities and limitations for the public sector, and particularly the types of applications which could work for them. For all public sector managers this book provides: a clear understanding of the key concepts of TQM; a critical understanding of their relevance to the public sector; empirical evidence of TQM applications in government, health and education; and exploration of the public sector TQM possibilitites yet to be realized. It draws throughout on case examples from Britain, Canada, the USA and continental Europe which illustrate the application of TQM to the public sector. |
Contents
Total Quality Management | 3 |
Leading thinkers for Total Quality Management | 35 |
Applying Total Quality Management in the public sector | 42 |
Copyright | |
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achieve activities analysis application of TQM areas basis benchmarking Canada cent challenge Chapter client commitment concerned context core costs cross-functional teams culture customer audit customer satisfaction customer-supplier defined departments development of TQM Edwards Deming effective employees empowered empowerment evaluation example focus health care Health Service hospital implementation individual internal involved issues Lakeside School manufacturing measures ment National Health Service needs North Area College nurses organizational Pareto analysis Pareto charts patient performance indicators practices problems professional public sector organizations public sector provisions public service quality improvement quasi-market reduce regarding requirements responsibility seen senior management service provision service quality service standards social services specific staff statistical process control Stephen Murgatroyd strategy suppliers systematic teachers tion Total Quality Management TQM applications TQM approach TQM concepts traditional workers workfare zero defects