Mapping the terrain of public service quality improvement: twenty-five years of trends and practices in the United States

2009 ◽  
Vol 75 (3) ◽  
pp. 403-418 ◽  
Author(s):  
Marc Holzer ◽  
Etienne Charbonneau ◽  
Younhee Kim
Keyword(s):  
United States ◽  
Quality Improvement ◽  
Quality Management ◽  
Service Quality ◽  
Organizational Effectiveness ◽  
Public Service ◽  
Quality Criteria ◽  
The United States ◽  
Total Quality ◽  
Quality Movement

The quality movement in the United States has been characterized as an impetus for organizational effectiveness and responsiveness since the late 1970s. ‘Quality’ can be a subjective term as each organization has its own definition and boundaries. Three emphases are evident in the field of quality improvement: quality circles, total quality management, and citizen satisfaction. Practices of quality improvement in the public sector have been driven by demands from citizens for more effective services, outcomes that require the implementation of suitable quality models and standards. Points for practitioners This article presents major intellectual trends in the practice of service quality improvement. Practitioners will be able to comprehend the most fundamental concepts of ‘what is public service quality improvement’. Practitioners will also obtain useful insights into defining quality criteria and assessing organizational improvement models based on substantive principles of quality management for promoting organizational effectiveness and responsiveness.

scholarly journals s Global Quality Assurance System of Higher Education in United States, Vietnam and Japan Possible?

2021 ◽  
Vol 8 (3) ◽  
pp. 63-80
Author(s):  
Patricia Abels ◽  
Ha Duy Mong Nguyen ◽  
Hiroaki Kawamura ◽  
Masahiro Chikada
Keyword(s):  
Higher Education ◽  
United States ◽  
Quality Assurance ◽  
Quality Management ◽  
Manufacturing Industry ◽  
The United States ◽  
Assessment Process ◽  
Total Quality ◽  
Global Quality ◽  
Quality Movement

Higher education has jumped into the quality movement with expectations of enhancing the excellence of education being received by students. The total quality management philosophy that dominated the manufacturing industry has found its way into the education industry. W. Edwards Deming developed a set of 14 quality management principles, which can be applied to the education sector (Hughey, 2000; Prasad, 2017). Accreditation is a mechanism to inform the employers, the public and students that a university or program has met the minimum standards for quality. The injection of accountability and accreditation into the educational system has raised the expectations of an institution. External accreditation has been growing worldwide in importance. This paper looks at the development of accreditation within the United States, Vietnam, and Japan. An educational curriculum was seen to be a pillar needed for growth for each country. It became apparent that all three countries realize the importance of quality and are heavily involved in the assessment process. There are some differences in who controls the curriculum and the assessment process. However, continuous improvement is universally shared among the three countries. Developing an understanding of the accreditation process will contribute to the literature surrounding accreditation and quality assurance.

scholarly journals How to Build Quality Management in a Small to Medium Enterprise

10.28945/4099 ◽  
2018 ◽  
Vol 2 ◽  
pp. 043-054
Author(s):  
Desmond (Tres) Bishop
Keyword(s):  
United States ◽  
Quality Management ◽  
Success Factors ◽  
The United States ◽  
Future Research ◽  
Customer Expectation ◽  
Quality Movement ◽  
Medium Enterprise ◽  
Barriers To Implementation ◽  
Medium Enterprises

Quality management (QM) in one of its many forms has become an integral part of contemporary business. Since its mainstream introduction to the United States in the early 80’s it has become more than a strategy or a competitive differentiator. QM is now a customer expectation. Most of the voluminous research done in this field was conducted by large businesses for large businesses. However, the vast majority of businesses in the United States and the world at large are small to medium enterprises (SMEs). These organizations have largely been ignored by the quality movement. This study closes that gap by investigating what is currently known in this field by the academic and practitioner communities. The findings from this research study indicate that QM is appropriate to the SME environment. There are specific critical to success factors and barriers to implementation that are unique to SME’s that should be considered prior to implementation. Additionally, there is evidence to suggest that QM is not universal in nature as previously thought but context dependent. Most of the studies that were conducted were survey based. There was comparatively little qualitative research done in this field and no action research projects that this author could find which creates an opportunity for future research.

Capturing the Art of Public Service: The Government’s Perspective

Public Voices ◽  
2017 ◽  
Vol 14 (2) ◽  
pp. 55
Author(s):  
Tony Carrizales
Keyword(s):  
United States ◽  
Content Analysis ◽  
Popular Culture ◽  
Public Service ◽  
Public Art ◽  
The United States ◽  
Virtual Museum ◽  
Film And Television ◽  
Government Institutions ◽  
Art Forms

Public Service, in popular culture, can be viewed through many artistic lenses. Although there has been a consistent negative portrayal of government through art forms such as film and television, this research looks to review how government institutions in the United States have used art to provide a positive portrayal of public service. Eight forms of public service art are outlined through a content analysis of the holdings at the Virtual Museum of Public Service. The findings show that government and public entities have historically and continually engaged in promoting public service through art. Many of these public art examples are accessible year round, without limitations, such as buildings, statues, and public structures.

Achieving More Rapid Door-to-Needle Times and Improved Outcomes in Acute Ischemic Stroke in a Nationwide Quality Improvement Intervention

Stroke ◽  
2021 ◽  
Author(s):  
Ying Xian ◽  
Haolin Xu ◽  
Eric E. Smith ◽  
Jeffrey L. Saver ◽  
Mathew J. Reeves ◽  
...  
Keyword(s):  
United States ◽  
Quality Improvement ◽  
Ischemic Stroke ◽  
Thrombolytic Therapy ◽  
Phase I ◽  
Acute Ischemic Stroke ◽  
Symptom Onset ◽  
Odds Ratio ◽  
Adjusted Odds Ratio ◽  
The United States

Background and Purpose: The benefits of tPA (tissue-type plasminogen activator) in acute ischemic stroke are time-dependent. However, delivery of thrombolytic therapy rapidly after hospital arrival was initially occurring infrequently in hospitals in the United States, discrepant with national guidelines. Methods: We evaluated door-to-needle (DTN) times and clinical outcomes among patients with acute ischemic stroke receiving tPA before and after initiation of 2 successive nationwide quality improvement initiatives: Target: Stroke Phase I (2010–2013) and Target: Stroke Phase II (2014–2018) from 913 Get With The Guidelines-Stroke hospitals in the United States between April 2003 and September 2018. Results: Among 154 221 patients receiving tPA within 3 hours of stroke symptom onset (median age 72 years, 50.1% female), median DTN times decreased from 78 minutes (interquartile range, 60–98) preintervention, to 66 minutes (51–87) during Phase I, and 50 minutes (37–66) during Phase II ( P <0.001). Proportions of patients with DTN ≤60 minutes increased from 26.4% to 42.7% to 68.6% ( P <0.001). Proportions of patients with DTN ≤45 minutes increased from 10.1% to 17.7% to 41.4% ( P <0.001). By the end of the second intervention, 75.4% and 51.7% patients achieved 60-minute and 45-minute DTN goals. Compared with the preintervention period, hospitals during the second intervention period (2014–2018) achieved higher rates of tPA use (11.7% versus 5.6%; adjusted odds ratio, 2.43 [95% CI, 2.31–2.56]), lower in-hospital mortality (6.0% versus 10.0%; adjusted odds ratio, 0.69 [0.64–0.73]), fewer bleeding complication (3.4% versus 5.5%; adjusted odds ratio, 0.68 [0.62–0.74]), and higher rates of discharge to home (49.6% versus 35.7%; adjusted odds ratio, 1.43 [1.38–1.50]). Similar findings were found in sensitivity analyses of 185 501 patients receiving tPA within 4.5 hours of symptom onset. Conclusions: A nationwide quality improvement program for acute ischemic stroke was associated with substantial improvement in the timeliness of thrombolytic therapy start, increased thrombolytic treatment, and improved clinical outcomes.

Total quality management and sustainability in the public service sector: the mediating effect of service innovation

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ohoud Ali AlShehail ◽  
Mehmood Khan ◽  
Mian Ajmal
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Public Service ◽  
Service Sector ◽  
Service Innovation ◽  
Abu Dhabi ◽  
Total Quality ◽  
Content Type ◽  
The Public ◽  
Sustainability Performance

PurposeThis study aims to critically investigate the structural relationships between total quality management (TQM), service innovation and sustainability performance in the public service sector of the United Arab Emirates (UAE).Design/methodology/approachThe study employed an online survey to collect data from 400 employees working in eight selected UAE public service sector organisations located in Abu Dhabi. The collected data were analysed using structural equation modelling (SEM) to empirically examine whether TQM practices improve service innovation and, subsequently, sustainability performance in the UAE's public service sector.FindingsThe results show that TQM has a significant impact on service innovation and sustainability performance in the UAE's public service sector. Additionally, service innovation partially mediates the relationship between TQM and sustainability performance.Practical implicationsThe public service sector's TQM practices and service innovation in the UAE have a much greater impact on social and environmental sustainability than on economic sustainability performance. Adopting five dimensions of TQM (following the Abu Dhabi Award for Excellence in Government Performance [ADAEP] model) across the UAE's public organisations will enable government departments to deliver innovative services to its beneficiaries.Originality/valueThis study provides a substantial contribution by addressing the gaps in the literature. Very few studies have empirically investigated the possible association between TQM, service innovation and sustainability performance in public sector organisations, particularly in developing countries such as the UAE, where the increasing efforts in TQM practices are still in their emerging stages, mainly targeting innovative service offerings and sustainable performance.

scholarly journals Framing 'digital well-being' as a social good

2020 ◽  
Author(s):  
Michael Daubs ◽  
Alex Beattie
Keyword(s):  
United States ◽  
Public Service ◽  
Screen Time ◽  
Well Being ◽  
The United States ◽  
Governmental Regulation ◽  
Social Good ◽  
Commercial Enterprise ◽  
Use Of Social Media ◽  
Time Frames

This contribution argues that companies such as Apple, Facebook, and Google are increasingly incorporating features that supposedly promote “digital well-being” to forestall regulation of their platforms and services. The inclusion of these features, such as Apple’s Screen Time, frames these commercial platforms as providing a social good by promising to encourage more “intentional” or “mindful” use of social media and mobile devices. As a result, oft-critiqued platforms are increasingly adopting the language of their critics in order to frame themselves as a social good. This strategy mimics that used by radio executives in the United States in the early twentieth century, where the medium developed as a predominantly commercial enterprise. To avoid regulation, it became necessary to perpetuate the perception that commercial broadcasters were also a social good that fulfilled a public service function. Platforms today, we assert, are inadvertently or purposefully adopting a similar tactic to position themselves as leaders in a developing digital wellness market in the hopes of avoiding future governmental regulation.

scholarly journals Continuous Quality Improvement of an Engineering Program as a Requirement for Abet Accreditation

2018 ◽  
Vol 1 (1) ◽  
pp. 393-398
Author(s):  
Michalene Eva Grebski ◽  
Radosław Wolniak ◽  
Wieslaw Grebski
Keyword(s):  
United States ◽  
Quality Improvement ◽  
Curriculum Development ◽  
Continuous Quality Improvement ◽  
The United States ◽  
Quality Improvement Process ◽  
Engineering Program ◽  
Continuous Quality ◽  
The Cost ◽  
Practical Recommendations

Abstract The paper addresses the benefits from accreditation of an Engineering program. The criteria for accreditation are also being discussed as well as the cost of domestic and outside of the United States (US) accreditation. The paper also contains procedures for curriculum development as well as evaluation and assessment. Implementation of a comprehensive continuous quality improvement process (CQI) for individual courses as well as the entire Engineering program is being discussed and analyzed. The conclusions include practical recommendations for the effective closing of the CQI loop.

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