This paper discusses the issues to be addressed in seeking to apply TQM (as exemplified by the Business Excellence Model) within public sector organisations and considers how they can be dealt with so as to allow the public sector to embrace quality management. This discussion will be supported by the findings of a three year pilot study involving a number of UK public sector organisations.
|Title of host publication
|Performance measurement and management 2002: research and action, proceedings of the 3rd international conference on performance measurement and management (PMA 2002)
|Andy Neely, Angela Walters, Rob Austin
|Place of Publication
|Cranfield School of Management
|Published - Jul 2002