Apports essentiels du management de la qualité au renouveau du modèle bureaucratique

Abstract

Public administration has been deeply impacted by the New Public Management movement, but more and more scientists are now convinced that we enter a “post-NPM” period, where the foundations of the bureaucratic model must be completely redefined. In this context, it is interesting to analyse how quality management approaches may contribute to the theoretical foundations of this so-called “renewed bureaucratic model”. This contribution aims at demonstrating that the renewed bureaucratic model, which is a hybrid construction without strong theoretical basis, may greatly benefit from the theoretical roots of QM approaches. The discussion is structured along five core principles of QM: customer-orientation, organisation as a system, management of processes, errors as learning opportunities and finally, staff participation. The main challenges facing public sector organisations, which are moving in a more complex and paradoxical environment, will find in QM approaches innovative solutions. La revue de l’innovation : La Revue de l’innovation dans le secteur public, Vol. 14(3), 2009, article 2

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