00938pab a2200181 454500 180718b1997 xxu||||| |||| 00| 0 eng d 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 Public Administration and Development 33805 33805 33805 0 0 0 0 IIPA IIPA 2018-07-19 Volume no: 17, Issue no: 1 AR34032 2018-07-19 2018-07-19 AR