| 000 -LEADER |
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| fixed length control field |
00938pab a2200181 454500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
180718b1997 xxu||||| |||| 00| 0 eng d |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
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| Personal name |
Chiu, NG Kam |
| 245 ## - TITLE STATEMENT |
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| Title |
Service targets and methods of redress: the impact of accountability in Malaysia |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Date of publication, distribution, etc. |
1997 |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
p.175-80 |
| 362 ## - DATES OF PUBLICATION AND/OR SEQUENTIAL DESIGNATION |
|---|
| Dates of publication and/or sequential designation |
Feb |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc. |
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 |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Total quality management - Malaysia |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Public administration - Malaysia |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Public administration |
| 773 ## - HOST ITEM ENTRY |
|---|
| Main entry heading |
Public Administration and Development |
| 909 ## - |
|---|
| -- |
33805 |
