Total quality management in the public sector : an international perspective
著者
書誌事項
Total quality management in the public sector : an international perspective
Open University Press, 1994
- : pbk
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注記
Bibliography: p. [195]-200
Includes index
内容説明・目次
内容説明
Total Quality Management (TQM) is a set of concepts, tools and applications which has been so successful in manufacturing industry that we are now witnessing experimentation in the transference of Total Quality Management to the public sector provision of government, health and education in North America, Europe and elsewhere. TQM is starting to set a new paradigm for management approaches in the public sector and "not for profit" enterprises. All key public service managers should at least need to know the basics of TQM, its possibilities and limitations for the public sector, and particularly the types of applications which could work for them.
For all public sector managers this book provides: a clear understanding of the key concepts of TQM; a critical understanding of their relevance to the public sector; empirical evidence of TQM applications in government, health and education; and exploration of the public sector TQM possibilitites yet to be realized. It draws throughout on case examples from Britain, Canada, the USA and continental Europe which illustrate the application of TQM to the public sector.
目次
Part 1 The nature of TQM in the public sector
total quality management
leading thinkers for total quality management
applying total quality management in the public sector
Part 2 Applications of TQM to public sector organizations
TQM and health care
TQM and education
TQM and social services
TQM development in government service
issues and problems in adopting TQM in the public sector
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