Adapting Total Quality Management (TQM) to Government
Item
Title
Adapting Total Quality Management (TQM) to Government
Abstract/Description
Is total quality management (TQM) useful for public sector organizations? James E. Swiss argues that the orthodox form of TQM expressed in the works of W. Edwards Deming and others will not work well in government agencies for a variety of reasons. Among other factors limiting the usefulness of orthodox TQM for public sector agencies is the stress on products rather than services, on well defined consumer groups, on inputs and processes rather than results, and on an organization culture with a single-minded preoccupation with quality. Swiss does, however, see more hope for a contribution if a limited "reform TQM" approach is adopted. Adopting major features of the more orthodox approach, reform TQM would emphasize client feedback, performance monitoring, continuous improvement, and worker participation.
Author/creator
Date
In publication
Volume
52
Issue
4
Pages
356-62
Resource type
Research/Scholarly Media
Resource status/form
Published Text
Scholarship genre
Synthesis/Overview
Open access/full-text available
No
Peer reviewed
Yes
ISSN
0033-3352
DOI
Citation
Swiss, J. E. (1992). Adapting Total Quality Management (TQM) to Government. Public Administration Review, 52(4), 356–362.
Comments
No comment yet! Be the first to add one!