The Role of Quality Tools in Improving Satisfaction with Government

Keywords

leadership, organizational context, quality management, quality, tools, teamwork

Abstract

This article presents the results of a study in a city in the western United States. It was found that city employees believed that quality knowledge was necessary for improving quality. Results show that departmental leadership was positively associated with teamwork, process improvement, and employee satisfaction. Quality knowledge, if followed up with application, can be effective in improving processes. Leadership is necessary to the development of quality tools knowledge. Therefore, both leadership and teamwork are important contextual variables for quality improvement in the public sector.

Original Publication Citation

"The Role of Quality Tools in Improving Satisfaction With Government", Quality Management Journal, Volume 9, Pages 20-31, 2002.

Document Type

Peer-Reviewed Article

Publication Date

2002

Publisher

Quality Management Journal

Language

English

College

Marriott School of Business

Department

Marketing

University Standing at Time of Publication

Full Professor

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