Service targets and methods of redress: the impact of accountability in Malaysia
By: Chiu, NG Kam.
Material type:
ArticlePublisher: 1997Description: p.175-80.Subject(s): Total quality management - Malaysia | Public administration - Malaysia | Public administration
In:
Public Administration and DevelopmentSummary: 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
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Articles
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Indian Institute of Public Administration | Volume no: 17, Issue no: 1 | Available | AR34032 |
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
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