Title: Integration of total quality management and performance measurement in government departments: an empirical study in Hong Kong

Authors: K.F. Pun, C.W. Lau

Addresses: Department of Mechanical and Manufacturing Engineering, The University of the West Indies, St. Augustine, Trinidad and Tobago, West Indies. ' Information Technology Services Department, The Hong Kong Special Administrative Region, Harbour Building, Central, Hong Kong, China

Abstract: Total quality management (TQM) strives to create an organisational culture that fosters continuous improvement in everything by everyone at all times, and requires changes in organisational processes, strategic priorities, individual beliefs, attitudes and behaviours. On the other hand, performance measurement (PM) is an integrated part of many management strategies. PM helps organisations identify operational problems that can be solved by adjusting existing processes and indicates more fundamental problems that require an adjustment to corporate strategies. In order to investigate the integration of TQM and PM efforts in government departments, the authors conducted an empirical study in Hong Kong. This paper reports the main findings of the study and discusses their implications in identifying the evaluation criteria for TQM/PM integration in public sector and government organisations.

Keywords: total quality management; performance measurement; government departments; Hong Kong; TQM.

DOI: 10.1504/IJBPM.2003.003815

International Journal of Business Performance Management, 2003 Vol.5 No.4, pp.316 - 335

Published online: 26 Jan 2004 *

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