Managing quality in a UK local authority: the Leicester experience

Managing quality in a UK local authority: the Leicester experience The resources department of the Leicester City Council (LCC) has introduced a wide range of initiatives to achieve quality management with the aim to deliver quality services to customers. Research has shown an improvement in quality management and a commitment to further improvement. Notable improvements include a change to the organizational culture, the application of continuous improvement and the development of a quality assurance programme which can be extended to include ISO 9000. Argues that the commitment to further improvement needs to be considered in terms of a more formal approach to TQM. Suggests that an established integrated approach called the TQMEX model is particularly appropriate for consideration. The output of the research is a TQM strategic plan based on the status quo of LCC, the theoretical background of the TQMEX model and the experience of the author in total quality practices. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Managing quality in a UK local authority: the Leicester experience

Managing Service Quality, Volume 6 (5): 7 – Oct 1, 1996

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Publisher
Emerald Publishing
Copyright
Copyright © 1996 MCB UP Ltd. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604529610127099
Publisher site
See Article on Publisher Site

Abstract

The resources department of the Leicester City Council (LCC) has introduced a wide range of initiatives to achieve quality management with the aim to deliver quality services to customers. Research has shown an improvement in quality management and a commitment to further improvement. Notable improvements include a change to the organizational culture, the application of continuous improvement and the development of a quality assurance programme which can be extended to include ISO 9000. Argues that the commitment to further improvement needs to be considered in terms of a more formal approach to TQM. Suggests that an established integrated approach called the TQMEX model is particularly appropriate for consideration. The output of the research is a TQM strategic plan based on the status quo of LCC, the theoretical background of the TQMEX model and the experience of the author in total quality practices.

Journal

Managing Service QualityEmerald Publishing

Published: Oct 1, 1996

Keywords: Compulsory competitive tendering; ISO 9000; Organizational change; Public sector; Service quality; TQM

References

  • Commission for Racial Equality
  • Competition Advisory Service

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