Implementing Quality in the Public Sector (Hardcover)

This guide to implementing total quality management in the public sector addresses the cultural and special circumstances which are experienced in this area. It highlights lessons learned in the US in order to help managers avoid, and overcome, pitfalls which might otherwise be encountered. Case studies from the DTI, South Yorkshire Police Authority, the Inland Revenue and health authorities are included with a discussion of how to deal with conflicting interests. This study should be of interest to managers operating in the public sector who have to absorb and implement the changes brought about by the Charter initiatives.