Chiu, NG Kam
Service targets and methods of redress: the impact of accountability in Malaysia - 1997 - p.175-80 - Feb
Malaysia's public service has decisively oriented its business activities towards meeting the needs of users. This brief review of what is known as the `Total Quality Management Programme' outlines the four key elements of Malaysia's initiative, namely, the setting of service targets, measures of performance, work improvement, and the `service recovery system', applied to redress grievances. - Reproduced
Total quality management - Malaysia
Public administration - Malaysia
Public administration
Service targets and methods of redress: the impact of accountability in Malaysia - 1997 - p.175-80 - Feb
Malaysia's public service has decisively oriented its business activities towards meeting the needs of users. This brief review of what is known as the `Total Quality Management Programme' outlines the four key elements of Malaysia's initiative, namely, the setting of service targets, measures of performance, work improvement, and the `service recovery system', applied to redress grievances. - Reproduced
Total quality management - Malaysia
Public administration - Malaysia
Public administration