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Making the difference: quality strategy in the public sector

Making the difference: quality strategy in the public sector This paper explores some of the complexities of the public sector as they relate to the formation of strategy for the management of quality. Key issues analysed include the importance of the particular mission and responsibilities of the public sector; the range and influence of different stakeholders; the strategic portfolio choices open to decision‐makers; the perverse logic of quality in this sector; and the peculiar nature of its customers and decision‐makers. In highlighting crucial differences with the commercial sector, the paper raises some challenges for the quality movement as to how best it might support continuous improvement in this important sector in the future. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Making the difference: quality strategy in the public sector

Managing Service Quality , Volume 9 (1): 6 – Feb 1, 1999

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References (4)

Publisher
Emerald Publishing
Copyright
Copyright © 1999 MCB UP Ltd. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604529910248803
Publisher site
See Article on Publisher Site

Abstract

This paper explores some of the complexities of the public sector as they relate to the formation of strategy for the management of quality. Key issues analysed include the importance of the particular mission and responsibilities of the public sector; the range and influence of different stakeholders; the strategic portfolio choices open to decision‐makers; the perverse logic of quality in this sector; and the peculiar nature of its customers and decision‐makers. In highlighting crucial differences with the commercial sector, the paper raises some challenges for the quality movement as to how best it might support continuous improvement in this important sector in the future.

Journal

Managing Service QualityEmerald Publishing

Published: Feb 1, 1999

Keywords: Local government; Public sector; Service quality; Strategy

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