Service targets and methods of redress: the impact of accountability in Malaysia

Malaysia's public service has decisively oriented its business activities towards meeting the needs of users. This brief review of what is known as the ‘Total Quality Management Programme’ outlines the four key elements of Malaysia's initiative, namely, the setting of service targets, measures of performance, work improvement, and the ‘service recovery system’, applied to redress grievances. (© 1997 by John Wiley & Sons, Ltd.)