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n Journal of Public Administration - Transforming through total quality management (TTTQM) - simple but not obvious
Most governmental organisations run the risk of delivering inferior services due to their inherent monopolistic characteristics. The dangers are hidden in the lack of competition that breeds complacency and serves as impediments to delivering quality services to the public. Even those organisations that deliver superior service must take care to not lose their momentum. The drive that brought them to leadership positions in the public sector may not remain to sustain or enhance continuous improvement. Being a public service organisation that is provided for by legislation along with any past successes will not ensure a possible position in the sector.
Transformation Through Total Quality Management (TTTQM) involves enabling an organisation to meet and exceed the public needs, to understand and satisfy expectations, all while identifying services that may not be perceived relevant by the public. TTTQM, a comprehensive, systematic, and organisation (public sector)-wide approach can serve as a strategy for continually improving the processes that deliver services.
The paper and presentation will unpack and propose TTTQM as a viable strategy for reforming and transforming public administration and management. The TTTQM's principles are proposed as key strategic drivers to facilitate the delivery of superior service quality in the public sector. As with the private sector the principles can assist administrators and managers in the public sector in planning, improving and controlling quality in government.
TTTQM as a strategy overall objective is to assist all levels of government in improving service delivery. TTTQM's goals consist of, but are not limited to providing a framework and guidance (education, training, facilitation, coaching and mentoring) to assist South African government to actualise the "Batho Pele" principles.
Ultimately, the paper and presentation will compare and contrast the private and public sector illustrating that TTTQM is equally applicable regardless of the industry. TTTQM will be presented as congruent with and the means for implementing "Batho Pele."
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