Title: Total quality management and benchmarking: bridging the gap in the public sector

Authors: Leo D. Kounis, N. Panagopoulos

Addresses: PartsInterlink, Spare Part Provider for American Cars, 97, Euterpe Street, Rhodopolis-Attica 145 74, Greece. ' Technological Research Centre, 37 Meg. Alexandrou Street, Thrakomakedones-Athens 136 76, Greece

Abstract: This paper builds on preliminary findings of the General Secretariat of Research and Technology (GSRT) in Athens, Greece. It addresses the difficulties associated with benchmarking techniques and the implication of Total Quality Management (TQM) tools in companies of the public and private sectors. It discusses two major bottlenecks observed in various Greek companies, mainly associated with current organisational matters and the development of new activities. Insufficient management commitment and ineffective employee motivation may lead to financial loss due to ineffective benchmarking implementation. Based on the analysis and the evaluation of the studied outcomes, this research work will introduce a universally applicable, dynamic and flexible preliminary model for addressing the majority of benchmarking problems in the public and private sectors. The development of a model will aid managers to study, analyse and evaluate internal and external influential parameters and determine the best course of action.

Keywords: total quality management; TQM; benchmarking implementation; ISO 9000; public sector; private sector; preliminary model; Greece; quality standards; management commitment; employee motivation.

DOI: 10.1504/IJSOM.2007.012140

International Journal of Services and Operations Management, 2007 Vol.3 No.2, pp.245 - 259

Published online: 24 Jan 2007 *

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