Quality management in services: Is the public sector keeping pace?

Tom Redman, Brian Mathews, Adrian Wilkinson, Ed Snape

Research output: Contribution to journalJournal articlepeer-review

35 Citations (Scopus)


Quality management has been in vogue within manufacturing for over a decade. Service industries have more recently been making heavy investments in this area. Also there are major initiatives from the public sector to improve quality. Investigates the take‐up of quality management techniques in the public sector, their perceived effectiveness and the consequent impact on the managers running the programmes (private sector services are used as a basis for comparison). Results of survey responses from 394 service organizations show that the uptake of quality management techniques is now similar between public and private sectors, as is the perception of the impact on managerial work. A major difference occurs in terms of perceived effectiveness and results of the quality programmes. In this latter area the public sector fares somewhat worse.
Original languageEnglish
Pages (from-to)21-34
Number of pages14
JournalInternational Journal of Public Sector Management
Issue number7
Publication statusPublished - 1 Dec 1995

Scopus Subject Areas

  • Geography, Planning and Development
  • Public Administration
  • Political Science and International Relations
  • Management, Monitoring, Policy and Law

User-Defined Keywords

  • Managers
  • Public sector
  • Quality management
  • Quality programmes
  • Service industries


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