Policy analysis for local government |
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Authors: | Yehezkel Dror |
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Affiliation: | The Hebrew University of Jerusalem , |
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Abstract: | This paper considers the impact of quality approaches within the personal social services over the last decade. In particular it examines how applicable private sector approaches to quality, such as Total Quality Management, are in the public and personal social services. Both the hard and soft tools of Total Quality Management are critically considered in terms of their relevance and ability to modernise service provision. In the context of the managerial discourse presently dominating the public sector, it is argued that the hard tools of Total Quality Management, such as performance measurement and review, will only add to managerial control; whilst the soft tools of empowerment and cultural change will lose their critical effect. It is the contention of this paper that unless the current Labour government's Modernising Services Policy succeeds in democratising the process of developing quality then it will only add to the managerial agenda at the expense of improving service provision. |
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