Innovation and Improvement in the Delivery of Public Services: The Use of Quality Management Within Local Government in Canada

被引：2

作者：

Robert Robertson

Rob Ball

机构：

[1] Stirling University,

来源：

Public Organization Review | 2002年 / 2卷 / 4期

关键词：

local government; quality management; innovation; continuous improvement;

D O I：

10.1023/A:1020674331468

中图分类号：

学科分类号：

摘要：

Local government in Canada has been subject to considerable change in the 1990s. In response, a number of mechanisms have been adopted to improve performance and respond to citizen and customer demands. One particular mechanism quality management, has received considerable continuing support. This article documents the level of use of quality management within local government in Canada, discusses some of the key challenges of introducing this type of program, and, outlines some elements of success of those programs in public management.

引用

页码：387 / 405

页数：18

共 17 条

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