n Journal of Public Administration - Total Quality Management (TQM) : an imperative guide for leaders in the South African Public Service

Volume 44, Issue 3
  • ISSN : 0036-0767



Quality management is described as an approach to the art of management to improve product quality and increase customer satisfaction by restructuring traditional management practices. The overriding objective of quality management is customer satisfaction. Quality Management is not a specific set of activities, it is a management approach in which every employee is empowered with direct responsibilities related to the quality of the products or services provided by the organisation. The following quality management principles should be applied uniformly to government to ensure service excellence: effective leadership, an emphasis on customer satisfaction, and a commitment to continuous improvement, strategic planning, enlightened human resource management, quality assurance systems, and effective information systems.

This article focuses, , on TQM planning; TQM implementation; and how to improve quality in the public service. If this is achieved, the public service leaders and / or managers should have a better guide to service excellence and good governance. It should be emphasized that what is needed, is neither more government nor less government, but better government.

Loading full text...

Full text loading...


Article metrics loading...


This is a required field
Please enter a valid email address
Approval was a Success
Invalid data
An Error Occurred
Approval was partially successful, following selected items could not be processed due to error