What is it about?
Quality service can only be achieved by adopting a holistic quality management framework. This paper examines how quality management principles lead to continual improvement.
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Why is it important?
Our findings show that leadership and customer focus are key drivers for other quality management principles. Hence, management commitment to quality and customer-centric philosophy must be demonstrated in public organizations to inspire public sector employees to provide quality services.
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This page is a summary of: Quality management framework for public management decision making, Management Decision, March 2012, Emerald, DOI: 10.1108/00251741211216214.
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