Into the Mystic: Cultural Change and TQM Teams in the NSW Public Sector

M. O'Donnell

Working Papers from The University of New South Wales. Department of Industrial Relations.

Abstract: Cultural change in the guise of quality customer service was promoted in the NSW public sector by former Premiers Greiner and Fahey. This paper explores the impact of a management strategy of cultural change and TQM teams within one public sector agency - Buildcorp - of the former NSW Department of Industrial Relations, Employment, Training and Further Education (DIRETFE). The paper argues that cultural change failed to achieve its objective of a quality customer service culture because of workplace management practices which emphasized 'downsizing' of Builcorp's workforce and therationalisation of work processes.

Keywords: MANAGEMENT (search for similar items in EconPapers)
JEL-codes: M12 (search for similar items in EconPapers)
Pages: 52 pages
Date: 1996
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Persistent link: https://EconPapers.repec.org/RePEc:fth:nswair:107

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