...Arun A. Elias; Dona Davis Purpose The purpose of this paper is to analyse the complexities involved in implementing continuous improvement (CI) initiatives in public sector organisations. Design/methodology/approach This paper is based on a case study of a private sector organisation based...

... as a continuous improvement tool for the private sector, but few for public administration. The following literature review has been developed with a focus on consequent concepts such as service failure, feedback, complaints and citizens/administrators/civil servants. Starting from the PA performance, and its...

...Karen Fryer; Susan Ogden; Jiju Anthony Purpose The purpose of this paper is to propose that a redevelopment of Bessant's continuous improvement (CI) model makes a useful contribution to the research and understanding of the development of performance improvement in the public sector. Design...

... of formal processes was conducted at six departmental and sub‐unit meetings of the State mail service. This was, however, supplemented by the daily observations of informal organisational processes. © MCB UP Limited 2003 Knowledge Self‐managing teams Development Continuous improvement...

... relationships established. In addition, public sector agencies may have to be better organized to achieve the organization′s objectives tailored to performance and continuous improvement. Implementing and sustaining quality management in the public sector is a challenge. The larger the organization...

.... Concludes that the implications of the principles and the strategies of customer service deployed by this service industry can be emulated in several service oriented organizations in the public sector. Australia Continuous improvement Customer service Electricity industry Public sector Quality...