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.
Managing Service Quality – Emerald Publishing
Published: Feb 1, 1999
Keywords: Local government; Public sector; Service quality; Strategy
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