Increasing concern with the quality of public services provided a major stimulus to reform in
many member states of the Organization for Economic Co-operation and Development …

Total 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 …

This article presents reflections on the transposition of the private-sector concept of Total
Quality Management (TQM) to the public sector. We search for answers to the following …

Examines the potential for applying total quality in the public services. Discusses how the
public services in Britain have begun to take an interest in TQ but have so far concentrated …

The aim of the article is to examine key dimensions of service quality and to consider the
situation within British local government. A model of public service quality is introduced …

Public sector services in the UK employ around® ve million public servants, one in® ve of
the working population, and include every school, hospital, police station, town hall …

To understand our present perceptions of qualityÐwhat it is, and how we set about trying to
achieve itÐwe must look back at the history of the quality movement, and in particular …

The terms' quality,'quality assurance'and'total quality management'have become
fashionable in local government and the health service. Preliminary research to assess …

It has become common to compare the public and private sectors directly and to consider
whether management approaches that are successful in the private sector can be …

The implementation of total quality management (TQM) in public organizations is usually
associated with the rise of New Public Management (NPM). Together with NPM, TQM has …