Quality management and compexity in public services

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Please use this identifier to cite or link to this item: http://hdl.handle.net/1959.3/190743

Title: Quality management and compexity in public services
Author(s): Donnelly, Mike
Abstract: This is a naive paper. It explores some of the defining characteristics of public services and the contexts within which these are delivered in the 21st century. The locus of the paper is Scotland and so it invites the challenges of comparison and contrast with public services and their contexts internationally. The thesis being explored is that this landscape of public service management and delivery can be charted as a complex adaptive system and so may be amenable to description and analysis using ideas from complexity science. The paper merely touches the surface of a number of issues using illustrative examples which, hopefully, will facilitate discussion on which more general assertions and conclusions might be based.
Publication type: Book chapter
Source: The theories and practices of organization excellence: new perspectives / Kevin J. Foley and Philippe Hermel (eds.), Chapter 18, pp. 463-476
Publication year: 2008
FOR Code(s): 150313 Quality Management; 160509 Public Administration
Keyword(s): Organisational effectiveness; Quality management; Quality of service; Public sector services; Public services; Scotland
Publisher: SAI Global
ISBN: 192109351X
Publisher URL: http://infostore.saiglobal.com/store/details.aspx?ProductID=1020820
Peer reviewed