Reinvention of public sector: Total quality management and change management
Abstract
The present article provides a review of Total Quality Management (TQM) and Change Management in Public Sector. It highlights the special role of TQM in the Public Sector, the concept of Quality in Public Sector Services, the Innovation in Public Sector and the role that E-Government can play. Moreover, it emphasizes some Best Practices that have been applied in Greece and consists of innovative and interesting practices. It concludes by integrating all concepts discussed with the factors that shape change.
References
Bessant, J.R. (2003). High-involvement innovation: Building and sustaining competitive advantage through continuous change. Hoboken, NJ: Wiley.
Bovaird, T., & Löffler E. (2002). Moving from excellence models of local service Delivery to benchmarking of good local governance. International Review of Administrative Sciences, 68(1), 9-24. DOI:10.1177/0020852302681001.
Bovaird, T., Löffler, E., & Parrado-Díez, S. (2002). Developing local governance networks in Europe. Baden-Baden: Nomos.
Bowen, D.E. (1986). Managing customers as human resources in service organizations. Human Resource Management, 25, 371-383. DOI: 10.1002/hrm.3930250304.
Bradley, C. (2000). Managing change. Training and Development in Australia, 27(1), 10-14.
Burtonshaw-Gunn, S.A. (2008). The essential management toolbox: Tools, models and notes for managers and consultants. Chichester, England: Wiley & Sons.
Cameron, E., & Green, M. (2004). Making sense of change management: A complete guide to the models, tools & techniques of organizational change. London: Kogan Page.
Chen, H.-K., Chen, H.-Y., Wu, H.-H., & Lin, W.-T. (2004). Implementation in a healthcare and pharmaceutical logistics organization: The case of Zuellig Pharma in Taiwan. Journal of Total Quality Management and Business Excellence, 15(9-10), 1171-1178. DOI: 10.1080/1478336042000255550.
Choi, M., & Ruona, W.E.A. (2011). Individual readiness for organizational change and its implications for human resource and organization development. Human Resource Development Review, 10(1), 46-73. DOI: 10.1177/1534484310384957.
Daemen, H., & Schaap, L. (2000). Citizen and city: Developments in fifteen local democracies in Europe. Delft: Eburon.
Denhardt, R.B., & Denhardt, J.V. (2000). The new public service: Serving rather than steering. Public Administration Review, 60(6), 549-559. DOI: 10.1111/0033-3352.00117.
Dervitsiotis, K.N. (2005). Διοίκηση Ολικής Ποιότητας. Athens: Law Library. (in Greek).
de Waal, A.A. (2003). Behavioral factors important for the successful implementation and use of performance management systems. Management Decision, 41(8), 688-697. DOI: 10.1108/00251740310496206.
de Waal, A.A. (2004). Stimulating performance - driven behavior to obtain better results. International Journal of Productivity and Performance Management, 53(4), 301-316. DOI: 10.1108/17410400410533890.
Dover, P. (2003). Change agents at work: Lessons from Siemens Nixdorf. Journal of Change Management, 3(3), 243-257. DOI: 10.1080/714042535.
Drucker, P. (2012). Managing in a Time of Great Change. Hoboken: Taylor and Francis.
Engel, C. (2003). Quality management tools in CEE candidate countries: Current practice, needs and expectations. Maastricht: European Institute of Public Administration.
Ford, J.D., Ford L.W., & D’Amelio, A. (2008). Resistance to change: The rest of the story. Academy of Management Review, 33(2), 362-377. DOI:10.5465/AMR.2008.31193235.
Ford, J.D., Ford, L.W., & McNamara, R.T. (2002). Resistance and the background conversations of charge. Journal of Organizational Change Management, 15(2), 105-121. DOI: 10.1108/09534810210422991.
Fuegen, K., & Brehm, J.W. (2004). The intensity of affect and resistance to social influence. In Knowles, E.S., & Linn, J.A., Resistance and persuasion. Mahwah, NJ: Lawrence Erlbaum Associates.
Giannakopoulou, S. (2011). Η εφαρμογή εργαλείων Διοίκησης Ολικής Ποιότητας στο Δημόσιο και Ιδιωτικό τομέα: Η περίπτωση του Κοινού Πλαισίου Αξιολόγησης στο Υπουργείο Διοικητικής Μεταρρύθμισης & Ηλεκτρονικής Διακυβέρνησης. ΚΑ΄ Εκπαιδευτική Σειρά, Τμήμα Γενικής Διοίκησης, Εθνική Σχολή Δημόσιας Διοίκησης. (in Greek).
Halvorsen, T., Hauknes, J., Miles, I., & Røste, R. (2005). On the differences between public and private sector innovation. Oslo: NIFU STEP.
Hartley, J. (2005). Innovation in governance and public services: Past and present. Public Money and Management, 25(1), 27-34. DOI: 10.1111/j.1467-9302.2005.00447.x.
Hersey, P., Blanchard, K.H., & Johnson, D.E. (2011). Management of organizational behaviour: Leading human resources. Harlow: Prentice Hall.
Hsuan-Kai, C., Hsuan-Yueh, C., Hsin-Hung, W., & Wen-Tsann, L. (2004). TQM implementation in a healthcare and pharmaceutical logistics organization: The case of Zuellig Pharma in Taiwan. Total Quality Management and Business Excellence, 15(9-10), 1171-1178. DOI: 10.1080/1478336042000255550.
International Organization for Standardization. (2000). Quality management systems: Fundamentals and vocabulary. Geneva: ISO.
International Organization for Standardization. (2009). Managing for the sustained success of an organization: A quality management approach. Geneva: ISO.
Ivan-Ungureanu, C., & Marcu, M. (2006). The Lisbon strategy. Romanian Journal of Economic Forecasting, 3(1), 74-83.
James P. (1998). Μάνατζμεντ Ολικής Ποιότητας. Athens: Prentice Hall. (in Greek).
Julnes, P., & Holzer M. (2001). Promoting the utilization of performance measurement in public organizations: An empirical study of factors affecting adoption and implementation. Public Administration Review, 61(6), 693-708. DOI: 10.1111/0033-3352.00140.
Kazakou, K. (2010). Το Κοινό Πλαίσιο Αξιολόγησης ως εργαλείο για Διοίκηση Ολικής Ποιότητας. Θεσσαλονίκη: Περιφερειακό Ινστιτούτο Επιμόρφωσης, Τομέας Δημόσιου Μάνατζμεντ. (in Greek).
Knowles, E.S., & Linn, J.A. (2004). The importance of resistance to persuasion. In E.S. Knowles, & J.A. Linn (Ed.), Resistance and persuasion (pp. 3-9). Mahwah, NJ: Lawrence Erlbaum.
Kotter, J.P., Schlesinger, L.A., & Sathe, V. (1986). Organization: Text, cases, and readings on the management of organizational design and change. Homewood, IL: Irwin.
Kuperus, H., & Rode, A. (2008). Top public managers in Europe: Management and working conditions of the senior civil servants in European Union member States. Maastricht: European Institute of Public Administration.
Llewellyn, N., & Jones, G. (2003). Controversies and conceptual development: Examining public entrepreneurship. Public Management Review, 5(2), 245- 266. DOI: 10.1080/1461667032000066426.
Luijn, H., Keuzenkamp, S., & McDonnell, S. (2004). Does leave work : Summary. Den Haag: Sociaal en Cultureel Planbureau.
Massey, A. (1999). Public Policy and Administration. Quality Issues in the Public Sector, 14(3), 1-14. DOI: 10.1177/095207679901400301.
Matei, L., & Lazăr, C.G. (2011). Quality management and the reform of public administration in several states in South-Eastern Europe: Comparative Analysis. Theoretical and Applied Economics, 18(4), 65-98.
Matei, A., & Sabin Andreescu, S. (2005). Managementul calităţii totale în sectorul public: Experienţe europene. In International Conference of Public administration at the beginning of the third millennium: Disseminating the best Japanese practices in Romania, 21-22 Novembre 2005 (pp. 50-58). Bucharest: Facultatea de Administraţie Publică. (in Romanian).
Matheson, A., & Hae-Sang, H. (2003). Public sector modernization: A new agenda. OECD Journal on Budgeting, 3(1), 7-23.
Moustakis, V. (2012). Διοικητική Τεχνολογία. Chania: Disigma. (in Greek).
Oakland, J.S., & Porter, L.J. (2003). TQM: Text with Cases. Burlington: Elsevier.
OECD. (2001). Education at a glance: OECD indicators 2001. Paris: Organisation for Economic Co-operation and Development. DOI: 10.1787/eag-2001-en.
OECD. (2003). The e-Government Imperative. OECD Journal on Budgeting, 3(1), 61-96.
Passas, P. (2010). Texts of application tools of public management in Greek public administration: Lecture notes. Athens: National School of Public Administration. (in Greek).
Pollitt, C., & Bouckaert, G. (1995). Quality improvement in European public services: Concepts, cases and commentary. London: Sage.
Pollitt, C., & Bouckaert, G. (2000). Public management reform: A comparative analysis. Oxford: Oxford University Press.
Robbins, S.P. (1998). Organizational behavior: Concepts, controversies and applications. Upper Saddle River, NJ: Prentice Hall.
Rosenfeld, R.H., & Wilson, D.C. (1999). Managing organizations: Text, readings and cases. London: McGraw-Hill Publishing Company.
Smye, M., & Cooke, R. (1994). The key to corporate survival: change begins and ends with people. In L.A. Berger, M.J. Sikora, & D.R. Berger (Ed.), The change management handbook: A road map to corporate transformation. New York: McGraw-Hill.
Sotirakou, T., & Zeppou, M. (2006). Utilizing performance measurement to modernize the Greek public sector. Management Decision, 44(9), 1277-1304. DOI:10.1108/00251740610707730.
Staes, P., & Thijs, N. (2005). Quality management on the European agenda. Eipascope, 2005(1), 33-41.
Stashevsky, S., & Elizur, D. (2000). The effect of quality management and participation in decision-making on individual performance. Journal of Quality Management, 5(1), 53-65. DOI:10.1016/S1084-8568(00)00012-2.
Tsiotras C. (2000). Βελτίωση Ποιότητας. Athens: Benos. (in Greek).
Wanberg, C.R., & Banas, J.T. (2000). Predictors and outcomes of openness to changes in a reorganizing workplace. Journal of Applied Psychology, 85(1), 132-142. DOI: 10.1037/0021-9010.85.1.132.
Wong, M.S., Hideki, N., & George, P. (2011). The use of importance-performance analysis (ipa) in evaluating Japan’s E-government services. Journal of Theoretical and Applied Electronic Commerce Research, 3(2), 17-30. DOI: 10.4067/S0718-18762011000200003.
Young, P. C. (2012). Recursive estimation and time-series analysis: An introduction. Berlin: Springer.
Zampetakis, L.A., & Moustakis, V. (2007). Entrepreneurial behavior in the Greek public sector. International Journal of Entrepreneurial Behaviour and Research, 13(1),19-38. DOI: 10.1108/13552550710725165.
Zavlanos, M. (2006). Η Ποιότητα στις Παρεχόμενες Υπηρεσίες και τα Προϊόντα. Athens: Stamoulis Publications. (in Greek).
