Chiu, NG Kam creator text xu| 1997 continuing ng p.175-80 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 180718