000			00938pab a2200181 454500
008			180718b1997 xxu||||| |||| 00| 0 eng d
100			_aChiu, NG Kam
245			_aService targets and methods of redress: the impact of accountability in Malaysia
260			_c1997
300			_ap.175-80
362			_aFeb
520			_aMalaysia'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
650			_aTotal quality management - Malaysia
650			_aPublic administration - Malaysia
650			_aPublic administration
773			_aPublic Administration and Development
909			_a33805
999			_c33805 _d33805