The Role of Quality Tools in Improving Satisfaction with Government

Abstract

This article presents the results of a study in a city in the western United States. The authors found that city employees believed that quality knowledge was necessary for improving quality. Results show that departmental leadership was positively associated with teamwork, process improvement and employee satisfaction. Quality knowledge, if followed up with application, can he effective in improving processes. Leadership is necessary to the development of quality tools knowledge. Therefore, both leadership and teamwork are important contextual variables for quality improvement in the public sector.

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