Abstract:

  Service delivery in the public sector has become problematic in a changing global environment. Thus, public organizations started to search for various reform tools and techniques for more efficient and effective service delivery. As a result, the “new public management” approach, emphasising the application of dominant management values and techniques of private sector to public organizations, has been on the agenda since the 1980s. Among those, “Total Quality Management” understanding, being successfully applied in private sector organizations, has found an opportunity to be experienced in the public sector as an approach giving emphasis to efficiency and quality in public service delivery. Many public organizations in Turkey have already started to the process of introducing prior steps of  total quality management. Aside from the fact of time consuming characteristics of reform efforts in the public sector due to political and legal considerations, public administrators should provide much more moral support to these efforts and should use their individual initiatives more. “Quality in public services” or an understanding in this direction could lead to the improvement of political and social quality.

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