Quality process analysis: a technique for management in the public sector

Abstract

An important surge in recent years has emerged in quality management initiatives in the public sector. Numerous techniques and tools are available to organizations looking to implement change through quality management. However, some organizations are unable to make informed choices using these options. Describes quality process analysis (QPA), a technique which enables the establishment of a comprehensive system for managing business processes. Seeks to answer the question “Is there a management strategy to strengthen the delivery of services in the public sector?” Presents a solution to strengthen the capacity of management to implement quality strategies to achieve organizational objectives and finally discusses the benefits of using the QPA approach.