In search of excellence in public service delivery : primary and supportive dimensions of Total Quality Management

Abstract

The concept of total quality management (or TQM, as it is widely known)first appeared within the narrower confines of the manufacturing sector in an attempt to improve the quality of tangible products. However, it was soon recognised that TQM is more a philosophy and an approach that can be applied throughout all sectors of the economy to improve services and products, as well as the environment within which employees have to work. This article provides a definition of TQM within such a broader understanding and identifies dimensions that are required to ensure its effective implementation. It draws its conclusions from a recent in-depth study to develop an implementation framework for the South African Air Force.