TQM in the public sector: Strategies for quality service

Abstract

Pressures to provide quality services while keeping costs down has led government agencies to adopt a strategic approach to setting goals and allocating resources. By assessing the external and internal environments that affect an agency's programs, public administrators can anticipate opportunities and avoid barriers to change. Linking strategic planning to other TQM initiatives offers an even more powerful way of guiding an organization along the road to quality improvement.

Retos actuales de rentabilidad a la gestión de los servicios sociales de las instituciones públicas

“…El compromiso es con los valores centrales de la organización y con los valores de los grupos de interés externos. Dice Bushnell 20 , que «para mantener la calidad de servicios y conseguir eficacia, es necesaria la estrategia de fijar objetivos y asignar recursos al determinar los entornos externo e interno que afectan a los programas de la agencia. El unir la planificación estratégica a otras iniciativas que promuevan la mejora en la gestión ofrece un camino aún más abierto para guiar a la organización hacia la mejora de la calidad».…”

A research study to determine the effect of Total Quality Management (TQM) on employee morale in Plant Procedures Division at EG&G, Rocky Flats, Inc.

“…!i_i_i_i!i_!_ ili:i:i:i:!:i:i:i:i:i:?i:i:! :i:i:i:i:i: 33. The ET has done as well as I originally 0 iii_!_iiiii_ii_i!i_ii 31 i_i_i_ii_i!ii!i_ 21 anticipated.…”

Measuring the Quality of Services

“…As companies in the manufacturing sector have suffered strong competition from foreign countries, those in the service sector, both private and public, have also experienced immense pressure to improve their service quality. The downturn of the economy, along with budget deficits at both the local and federal level, have forced government agencies to provide quality service while lowering cost [1].…”