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Managing Quality in Public Services

In: The Evolution of Public Management

Author

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  • Jenny L. Rees

Abstract

It has become common to compare the public and private sectors directly and to consider whether management approaches that are successful in the private sector can be transferred to the public sector. This chapter explores this theme with respect to managing quality, a topical issue in view of the recent application of concepts such as value for money to public sector activities, where ‘value’ implies a quality component. The discussion is in two parts. The first considers the meanings attached to quality when applied to products, services in general and public service provision. The second section reviews the chief approaches to managing quality and considers their actual and potential application to public services.

Suggested Citation

  • Jenny L. Rees, 1992. "Managing Quality in Public Services," Palgrave Macmillan Books, in: Colin Duncan (ed.), The Evolution of Public Management, chapter 4, pages 67-83, Palgrave Macmillan.
  • Handle: RePEc:pal:palchp:978-1-349-11473-3_4
    DOI: 10.1007/978-1-349-11473-3_4
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