Quality Management and Its Role in Improving Service Quality in Public Sector

Abstract

This article presents a detailed review of the literature relating to quality management and the various models that have been developed over the past decades for use in improving service quality. It begins by exploring the concept of service quality and introducing the Total Quality Management (TQM) approach. Thereafter, the article traces the historical development of TQM and considers how the practices associated with this philosophy have evolved over time to produce the fundamental model of Total Quality. Variables that are important in determining the success or otherwise of TQM approaches are then discussed, before the article moves to discuss how TQM has been extended from its original context within the private, manufacturing sector, into the public sector as a method to improve the delivery of services. Moving on from its consideration of TQM application in the public sector generally, the article addresses the use of TQM specifically in security organisations like the military, and the Six Sigma approach adopted by military organisations is presented. From this position, the use of TQM in police organisations is introduced before the article proceeds to consider a range of potential models of QM that may be appropriate in the context of law enforcement. In this respect, the usefulness of these different frameworks that are currently available for assuring quality is debated.

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