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.


We sincerely hope that this article will motivate more people to realize the importance of quality management framework and the article will help improve management in Macao's public sector.

Professor W.M. To
Macao Polytechnic University

Quality management has been around for a long while but people mostly evaluate its benefit qualitatively. This paper somehow empirically shows its logical relations with comparisons of the items' effects.

Billy Yu

Read the Original

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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