ADAPTING TOTAL QUALITY MANAGEMENT (TQM) TO GOVERNMENT

• 成果类型: Article
• 署名作者: SWISS, JE
• 署名单位: North Carolina State University
• 刊物名称: PUBLIC ADMINISTRATION REVIEW
• ISSN/ISSBN: 0033-3352
• DOI: 10.2307/3110395
• 发表日期: 1992
• 页码: 356-362
• 关键词: service quality; performance; police

摘要

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.