Public quality – for whom and how? Integrating public core values with quality management
2015 (English)In: Total quality management and business excellence (Online), ISSN 1478-3363, E-ISSN 1478-3371Article in journal (Refereed) Epub ahead of print
Quality management (QM) plays an important role in public organisations’ efforts to create better access to, and effectiveness of, specific services. When transferring QM models from market-based firms to public services provided by public organisations, several basic contrasts and even contradictions must be addressed. Core values of the public sector differ from those of the private sector, but what are the consequences of this distinction? In this article we discuss the importance of four central arguments on public services: rights and access have to be considered; equality is an important facet of public services; coerciveness is a unique feature of public services; and legitimacy can be improved by high-quality services. These arguments have not been discussed explicitly in the context of QM. Adding these central aspects of public services to the QM field could generate more sustainable ways for developing quality and QM in public services in particular and the public sector in general.
Place, publisher, year, edition, pages
public sector; customer; citizen; quality management
Public Administration Studies
IdentifiersURN: urn:nbn:se:liu:diva-128224DOI: 10.1080/14783363.2015.1087841OAI: oai:DiVA.org:liu-128224DiVA: diva2:930242