Public Management: Enhancing Service Quality through TQM

1 Administrative Memorandum: Public Management Assignment Austin Crabtree Helm’s School of Government, Liberty University PADM 620: Public Administration Praxis: Legal & Contemporary Issues Dr. Esechie February 18, 2024

2 Memorandum TO: Dr. Esechie FROM: Austin Crabtree SUBJECT: Administrative Memorandum: Public Management Assignment DATE: February 18, 2024 New public management allows organizations to put their focus on outcomes and promoting competition between service providers to be able to better serve their customers (public). Organizations that implement new public management put emphasis on problem prevention, market structure, and taking advantage of public and private sectors to assess their communities’ issues. By focusing their time and energy on these issues and principles, organizations are showing that quality of service is essential to their organization’s success. There are many methods that organizations can utilize to improve their quality of service. Dresang (2017) lists some of the various methods that can be used, which are: management by objectives, outcome based budgeting, and planning programming budgeting systems. When organizations use these methods to develop organizational development and increase quality of service, they are practicing Total Quality Management. Total Quality Management Total Quality Management has been an adaptation that organizations have used to ensure the effectiveness and efficiency of the quality of service that is provided to their customers. Luthra et al. (2021) states that Total Quality Management “seeks to integrate all organizational functions such as marketing, finance, design, engineering, production, customer service, etc. to

3 focus on meeting customer needs and organizational objectives” (p.19). Total Quality Management seeks to provide the best service to the public or to its customers. Dresang (2017) states that Total Quality Management orients the culture of an organization towards quality and allows the customer (public) to define the quality. The process of Total Quality Management includes the public and customers as well as internal factors such as employees, administration, supervisors, and other essential staff members. Continual improvement in all areas of an organization is one aspect of Total Quality Management. It seeks to improve in every aspect of an organization and requires constant communication between customers and employees, especially in decision making processes and performance measurement (Dresang, 2017). Government entities do not have very many competitors when it comes to certain services they provide, such as the Department of Motor Vehicles. No competition makes for a work environment that becomes complacent and lacking in proper customer service and care. Implementing Total Quality Management forces these entities to put customer service at the top of their list and treat the customers or public in a way that provides a positive outcome. This implementation also allows for problem solving by engaging with the community the government organization serves. Total Quality Management lets citizens in a community determine the quality of service they receive and allows employees to actively participate with the citizens that they are providing the services to. Total Quality Management also allows citizens to provide feedback on the services they were provided. Feedback from customers helps organizations know how to improve their quality of service. “For any organization to survive in a competitive marketplace, it’s necessary to know about the customer, their thinking about the product, their thinking about your competitor, their thinking about your service, etc.” (2021). The type of feedback and amount of feedback that an organization receives can be a key determinant

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4 of their success. Another key determinant in the success of an organization that is implementing Total Quality Management is total employee involvement. Kiran (2016) states “Total employee involvement refers to an approach by which all the employees participate in work-related decisions and improvement projects. The principle behind this approach is the fact that the man on the job is the best person to spot and pinpoint areas for improvement” (p. 144). Having employees participate in the decision-making process and determining how to improve the organization’s quality of service is vital to the success of that organization.

5 References Kiran, D. R. (2019). Total Quality Management: Key concepts and case studies . Butterworth- Heinemann is an imprint of Elsevier. Luthra, S., Garg, D., Agarwal, A., & Mangla, S. K. (2020). Total Quality Management (TQM): Principles, methods, and applications . CRC press.

Administrative Memorandum Process

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