Citizens as Customers: The Politics of Quality in Local Government
Much that is written about quality and TQM relates, either implicitly or explicitly, to the private sector and in particular to manufacturing industry. To some extent this is understandable given that most models of TQM are drawn from manufacturing, and many of the tools and techniques have a specific resonance with the processes practised there. This is also reflected in the volume of articles and case studies which are written about TQM in manufacturing (for example, Dawson and Webb, 1989; Delbridge et al., 1992; Wilkinson et al., 1994a).
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