OLD WINE IN NEW BOTTLES TASTES BETTER - A CASE-STUDY OF TQM IMPLEMENTATION IN THE IRS
成果类型：
Article
署名作者：
MANI, BG
刊物名称：
PUBLIC ADMINISTRATION REVIEW
ISSN/ISSBN：
0033-3352
DOI：
10.2307/977180
发表日期：
1995
页码：
147-158
关键词：
摘要：
Doer Total Quality Management (TQM) simply redefine and consolidate principles and techniques that have been studied and applied by public administrators since the inception of the field? Should bureaucracies discard the philosophy as costly duplication or should bureaucracies adopt the philosophy because benefits, such as improvements in productivity and customer service, outweigh the costs of TQM implementation? The author presents a case study with empirical data describing the impact of TQM in the internal Revenue Service (IRS), an analysis which has implications for other public agencies. Although an analysis of selected input and output indicators shows no statistically significant difference before and after TQM implementation, the IRS reports having raved millions of dollars as a result of quality improvement process teams and other TQM initiatives. The IRS experience suggests that there are advantages to redefining the principles of public administration as principles of total quality management.
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