ABSTRACT
In the wake of major restructuring in the public services along quasi-commercial lines, managerial concepts and methods that originated in the private sector are being transferred to public and welfare organizations in practically all OECD countries. Total Quality Management (TQM) is one of these approaches, and it is increasingly seen as the most promising and comprehensive strategy for the public sector to build quality right into the “production” process and delivery system of social services and to continuously improve them according to changing demands. Moreover, TQM is rapidly becoming an explicit managerial philosophy and toolbox for a structural and cultural transformation of bureaucratic organizations. TQM initiatives are reported at hospitals, day care institutions, schools, and municipal service departments for the elderly, usually connected with a variety of measures for improving productivity and efficiency.
