Chiu, NG Kam <br/><br/>
Service targets and methods of redress: the impact of accountability in Malaysia 

 -  1997 
 - p.175-80 
 - Feb 
<br/><br/> 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 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Total quality management - Malaysia<br/>Public administration - Malaysia<br/>Public administration