Bài giảng Quản trị công: Chapter 8 - PGS.TS. Sử Đình Thành

Chapter 8 - Quality management. In this chapter, students will be able to: To be aware of the differences of quality management in the public and private sectors, to understand the key issues associated with quality measurement in the public sector, to be aware of the major quality assessment instruments used in the public sector, to understand the key obstacles to and success factors in quality improvement in the public sector, to understand how the quality of public governance might be assessed.
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Bài giảng Quản trị công: Chapter 8 - PGS.TS. Sử Đình Thành CHAPTER 8QUALITY MANAGEMENT SU DINH THANHLEARNING OBJECTIVESDIFFERENCES IN QUALITY MANAGEMENT… ƒ Q Quality lit managementt has h its it roots t in i the th private i t sector. t Two issues have to be considered: ƒ First, Fi t mostt quality lit managementt approaches, h including i l di total quality management (TQM), have originally been d l d for developed f the th manufacturing f t i industry. i d tDIFFERENCES IN QUALITY…ƒ SSecond,d differing diff i from f private i t sector, t public bli agencies i cannot choose their customers – they often have to serve a rather th large l sett off stakeholders t k h ld with ith diverging di i interests. ƒ Moreover, M even though th h many politicians liti i lik to like t pay lip-service to the ideas of the ‘quality gurus’, other l lti loyalties andd standards t d d off excellence ll are also l important to them. QUALITY MEASURE„ What Wh t is i quality? lit ?„ Bovaird (1996) has distinguished four key concepts of quality during its evolution as a concept: „ quality as ‘conformance to specification’ (a meaning deriving from an engineering perspective and from the ‘contract culture’); l ’) „ quality as ‘fitness for purpose’ (or ‘meeting organizational objectives’,, essentially deriving from a systems perspective); objectives „ quality as ‘meeting customer expectations’ (or ‘exceeding customer expectations’, deriving from consumer psychology); „ quality as ‘passionate emotional involvement’ – quality as that ‘which lies beyond language and number’ (the social psychology h l approach). h)QUALITY MEASURE„ How to measure quality?„ It is certainly y ppossible to analyze y certain aspects p of quality, even using quantitative methods.„ Scholars have made various attempts to find a quality measure which can capture several dimensions of quality, incorporating the views of different stakeholders.QUALITY MEASURE„ Relying on a single quality index is always risky for management (Bouckaert, 1995). „ First, it creates a ‘quality score’ which is not at all transparent as the different dimensions of quality are hidden. „ S Second,d it also l allows ll f for d fi i t dimensions deficient di i t be to b compensated – for example, customer service may be traded off against g additional features of a pproduct. Such compensation is inappropriate if some stakeholders require minimum achievements of specific quality dimensions.„ A multidimensional concept is more meaningful to define a whole set of measures instead of relying on a sole index. QUALITY MEASURE„ For services, services the following quality dimensions influence a customer’s view of quality: „ Tangibles g „ Reliability „ Responsiveness „ Competence „ Courtesy „ Credibility „ Security „ Access „ Communication „ Understanding the customer S Source: Zeithaml i h l et al. l (1990, (1990 p. 23) QUALITY MEASURE„ Quality Q lit indicators i di t are categorized t i d as quantitative tit ti versus qualitative and subjective versus objective: „ Subjective quality indicators can always be quantified. They are usually based on some type of survey which measures the reactions or expectations of a group of respondents. „ Objective quality indicators, however, cannot always be convincingly g y qquantified. „ For example, It is likely to be hard to construct an objective quantitative indicator measuring the comfort of waiting rooms in public agencies (Seats, size of area, noise, atmosphere, decorating state…). QUALITY MEASURE„ Ideally, Id ll a sound d sett off quality lit indicators i di t should h ld include i l d both quantitative and qualitative indicators, and both objective bj ti andd subjective bj ti factors. f t„ Some ...