SERVICE QUALITY IN NEW PUBLIC MANAGEMENT

Service Quality in New Public Management



Table of Contents

Introduction3

Literature Review3

PART A3

Traditional Public Management3

New Public Management (NPM)4

Problems in NPM4

Total Quality Management (TQM)4

TQM in NPM5

Cause of disagreement between peoples6

PART B6

What is Quality?6

Service Quality in Public Management6

Service Quality in private sector7

Discussion7

Conclusion7

References8

Abstract

The concept of privatization of organizations is not new. The world's renowned management consultant and founder of modern management Peter Drucker suggested it in 1968.It has many advantages over the conventional management system. A critical analysis of all the odd and ends will be provided in this paper in details following relevant examples and results.

Service Quality in New Public Management

Introduction

Since the arrival of concept of privatization in 1968,as Peter Ducker demonstrated that the governments must spend more time on governing and controlling the services than the time that is being used in providing those services. In the past few years, the gravity of complex problems related to public sectors management has been significantly increased as a result of which the privatization has raised as an attractive working policy for the public sector organizations.

Many debates have been made on the issue of Privatization of organizations arguing about the best possible management option. The debate cannot be concluded in present scenario unless looking in to the ideological aspects that involve the recognition of the fact that both the public and the private sector management systems for public services management are proven in terms of their efficiency, flexibility and quality of services. The thing in which conventional management system of organizations lacks is its failure in providing a meaningful framework so that the major decisions are difficult to be made and implemented. The private sector is an adaptable policy option in this case (Layne J., 2012).

Literature Review

The aim of writing this paper is to draw a conclusion based on valid logical arguments and examples about the feasibility of the Privatization of the public sector organizations. The economical and managerial positives and negatives of both government and private management systems will be analyzed with the help of practical examples. Quality assurance in public and private sector management systems will be discussed after defining the contextual meaning of quality in this paper. A critical insight in to these two systems will help the readers to divert their thoughts towards the best possible option in terms of cost effectiveness and efficient management.The topics that will come to discussion include traditional public management, new public management, Total quality management, service quality and service quality in private and public sector.

PART A

Traditional Public Management

The Arrival of public management is characterized in terms of developing new methods of control and links with management of public sector organizations. In actual practice public policies do rely on a collective approach for the betterment and development of quality of public services.There is a wide range of varying definitions of public management. The complexity of public sector organizations cannot be high lightened without mentioning political influence and hierarchy of the national political system.Many researchers associated with public management tried to impose the ...