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: Swiss, James E.
Date: 1992
In publication: Public Administration Review
Volume: 52
Issue: 4
Pages: 356-62
Resource type: en Research/Scholarly Media
Resource status/form: en Published Text
Scholarship genre: en Synthesis/Overview
Language: en
Open access/full-text available: en No
Peer reviewed: en Yes
ISSN: 0033-3352
DOI: 10.2307/3110395
URL: Official Publisher's Webpage (JSTOR)
Citation: Swiss, J. E. (1992). Adapting Total Quality Management (TQM) to Government. Public Administration Review, 52(4), 356–362.
Cited in: Cross-Sector Research on Continuous Learning and Improvement

Item sets: OB Citations - Cross-Sector Research on Learning and Improvement

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