Managing Quality in Public Services

Jenny L. Rees

Chapter 4 in The Evolution of Public Management, 1992, pp 67-83 from Palgrave Macmillan

Abstract: Abstract It has become common to compare the public and private sectors directly and to consider whether management approaches that are successful in the private sector can be transferred to the public sector. This chapter explores this theme with respect to managing quality, a topical issue in view of the recent application of concepts such as value for money to public sector activities, where ‘value’ implies a quality component. The discussion is in two parts. The first considers the meanings attached to quality when applied to products, services in general and public service provision. The second section reviews the chief approaches to managing quality and considers their actual and potential application to public services.

Keywords: Public Sector; Public Service; Service Quality; Performance Indicator; Total Quality Management (search for similar items in EconPapers)
Date: 1992
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-1-349-11473-3_4

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DOI: 10.1007/978-1-349-11473-3_4

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