Process and quality management in public service organizations
ISBN
9781032253732
Type
book section
Date Issued
2023
Author(s)
Editor(s)
Tony Bovaird
Elke Loeffler
Abstract
Business process thinking and quality management found their way into public services, with a focus on customers, efficiency and performance improvement, from the 1980s onwards. In this chapter, we will show that both process and quality management offer many advantages, particularly in eliminating wasteful activities in public service organizations, helping to redesign processes so that they are more directly oriented to adding value to the organization's external customers, and improving the performance and impact of public administration.
Language
English
HSG Classification
contribution to education
Refereed
Yes
Book title
Public Management and Governance
Publisher
Routledge
Publisher place
London