Integration of total quality management and performance measurement in government departments: an empirical study in Hong Kong

K.F. Pun and C.W. Lau

International Journal of Business Performance Management, 2003, vol. 5, issue 4, 316-335

Abstract: Total quality management (TQM) strives to create an organisational culture that fosters continuous improvement in everything by everyone at all times, and requires changes in organisational processes, strategic priorities, individual beliefs, attitudes and behaviours. On the other hand, performance measurement (PM) is an integrated part of many management strategies. PM helps organisations identify operational problems that can be solved by adjusting existing processes and indicates more fundamental problems that require an adjustment to corporate strategies. In order to investigate the integration of TQM and PM efforts in government departments, the authors conducted an empirical study in Hong Kong. This paper reports the main findings of the study and discusses their implications in identifying the evaluation criteria for TQM/PM integration in public sector and government organisations.

Keywords: total quality management; performance measurement; government departments; Hong Kong; TQM. (search for similar items in EconPapers)
Date: 2003
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