Quality perspectives in service delivery: Applicability of TQM as holistic quality approach to public service delivery
By: Bava, Noorjahan.
Material type:
ArticlePublisher: 2008Description: p.199-220.Subject(s): Total quality management
In:
Indian Journal of Public AdministrationSummary: The public services are socially essential or indispensable services and are fundamentally different from those provided by the market or private sector organisations. The government ensures that the public services are available uninterrupted all the time and at all costs within the reach of all. It means these services must reach the citizens. Government departments through which most of the public services are delivered are organised according to the bureaucratic model. They are hierarchical (pyramidal) in structure with superior-subordinate relationships; reliance on control through inspection; rigid rules and procedures; preference for precedence, top down planning and communication and bottom up reporting; merit-cum-seniority based promotions and security of service. this article examines whether the nature of public sector is inimical to application of international quality standards. It contends that quality standards like TQM cannot be applied to the public sector without a debate on its appropriateness to the public sector. In this articles readers will find a gripping discussion and debate on the whole issue of the generic validity of TQM for public services and public sector. - Reproduced.
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Articles
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Indian Institute of Public Administration | Volume no: 54, Issue no: 2 | Available | AR79961 |
The public services are socially essential or indispensable services and are fundamentally different from those provided by the market or private sector organisations. The government ensures that the public services are available uninterrupted all the time and at all costs within the reach of all. It means these services must reach the citizens. Government departments through which most of the public services are delivered are organised according to the bureaucratic model. They are hierarchical (pyramidal) in structure with superior-subordinate relationships; reliance on control through inspection; rigid rules and procedures; preference for precedence, top down planning and communication and bottom up reporting; merit-cum-seniority based promotions and security of service. this article examines whether the nature of public sector is inimical to application of international quality standards. It contends that quality standards like TQM cannot be applied to the public sector without a debate on its appropriateness to the public sector. In this articles readers will find a gripping discussion and debate on the whole issue of the generic validity of TQM for public services and public sector. - Reproduced.
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