Quality Now: Moving Human Services Organizations toward a Consumer Orientation to Service Quality

@article{Moore1996QualityNM,
  title={Quality Now: Moving Human Services Organizations toward a Consumer Orientation to Service Quality},
  author={Stephen Thomson Moore and Michael J. Kelly},
  journal={Social Work},
  year={1996},
  volume={41},
  pages={33-40}
}
Total quality management (TQM) has been hailed as the new managerial wave of the 1990s (Martin, 1993), and quality-focused service management is currently gaining international acceptance in the delivery of social services (Hjern & Blomquist, 1991; Lehtinen, 1991). Although reasonable people may disagree about the compatibility of orthodox TQM with the social services and public service sector (Carr & Littman, 1990; Swiss, 1992), the movement toward quality-focused management need not wait for… Expand
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