Quality Criteria for Public Service: A Working Model

Abstract

Takes as its basis the development of the most comprehensive quality criteria for public service as yet developed in the USA. Reports on this development as a management assessment tool for quality improvement initiatives within institutions and as a working model for the creation of a shared framework to promote recognition and facilitate mutual learning among public service institutions. Reports on deliberations to establish a national quality award for states, locales and regional governments in the USA. Poses the further leadership challenge of developing and agreeing upon quality criteria between governments and their service industry suppliers and contractors in the interest of public service. Offers an electronic means of co‐ordinating such learning. Intended to evoke discussion on the pros and cons of developing appropriate cross‐national or international public service quality criteria.

Citation

Terence Harwick, B. and Russell, M. (1993), "Quality Criteria for Public Service: A Working Model", International Journal of Service Industry Management, Vol. 4 No. 2, pp. 29-40. https://doi.org/10.1108/09564239310037918