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Suggests that TQM has much to offer public services provided that the organization is considered as a whole. Discusses five points which need to be considered if the ideas of industry are to be adopted successfully: customers and goals; organizational structure; culture;resources and earnings; and definition of processes involved. Recommends new service cultures and internal structures.
Keywords:
Corporate culture,
Customers,
Earnings,
Goals,
Organizational structure,
Public sector,
Resources,
TQM
© MCB UP Limited
1994
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