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Service targets and methods of redress: the impact of accountability in Malaysia
Author(s) -
CHIU NG KAM
Publication year - 1997
Publication title -
public administration and development
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.574
H-Index - 44
eISSN - 1099-162X
pISSN - 0271-2075
DOI - 10.1002/(sici)1099-162x(199702)17:1<175::aid-pad919>3.0.co;2-f
Subject(s) - redress , accountability , work (physics) , service (business) , business , service delivery framework , public service , process management , key (lock) , public relations , public administration , marketing , political science , engineering , computer science , computer security , law , mechanical engineering
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.)