Sustaining quality in the UK public sector: Quality measurement frameworks

Rodney McAdam, Rodney McAdam, Robbie Saulters

    Research output: Contribution to journalArticlepeer-review

    33 Citations (Scopus)


    The principles of TQM are becoming increasingly important in the public sector due to demands for increased levels of stakeholder satisfaction and government cost reduction and performance programmes. The aim of this paper is to investigate how the principles of total quality management (TQM) are being sustained in the UK public sector by contributing to improved performance levels. Six quality frameworks, which incorporate to various degrees the principles of TQM and which are applied in public sector organisations, were chosen for the study. The research methodology involved focus groups, a survey questionnaire and semi-structured interviews. The questionnaire response rate was 62 per cent, involving 163 public sector organisational responses. The results indicate that quality frameworks play a key role in improving organisational performance over time. Furthermore, the business excellence model (BEM) and Investors in People (IiP) model were seen as providing a suitable range of improvement mechanisms and performance measures which were relevant to the public sector.

    Original languageEnglish
    Pages (from-to)581-595
    Number of pages15
    JournalInternational Journal of Quality and Reliability Management
    Issue number5
    Publication statusPublished (in print/issue) - 2002

    Bibliographical note

    Copyright 2013 Elsevier B.V., All rights reserved.


    • Performance measurement
    • Public sector
    • Quality


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