Abstracts: January 20th, 1999

Moon C, Swaffin-Smith CTotal Quality Management, (UK), May 98 (9/2&3) Start page: 301. No of pages: 10

Reviews the problems experienced in introducing the concepts of TQM into the public sector, and highlights the need for empowerment as one of the major obstacles; examines the limited uptake of quality concepts by the UK public sector, and suggests that control by the customer needs to be sought along with demand by the worker. Focuses on the impact that empowerment has had in two cases in HM Customs and Excise and the Benefits Agency, and suggests that beyond traditional TQM and empowerment there is an emerging paradigm in the public services based upon stakeholder principles.

Subject(s): TQM, EMPOWERMENT, PUBLIC SERVICES, STAKEHOLDERS, ORGANIZATIONAL CHANGE

Database: MQA: Management of Quality Abstracts Style: Theoretical with application in practice Reference: 27AQ343

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