Running head: PUBLIC MANAGEMENT AND PERFORMANCE
PUBLIC MANAGEMENT AND PERFORMANCE MANAGEMENT
PUBLIC MANAGEMENT AND PERFORMACE MAAGEMENT
Q1. Importance of total quality management and performance management
Total quality management is an approach used by organizations to ensure complete
customer satisfaction. It is a strategy that aims at delivering products and services that are of
high quality, thus achieving the demands of the customers and ensuring complete satisfaction
(Al-Qahtani et al., 2015). At this point, customers need to feel the value of their money; it is,
therefore, the responsibility of organizations to ensure their products are of high quality and
meet the customer’s needs and standards. According to Kumar (2016), total quality
management requires the participation of all players in an organization with a long term goal
of customer satisfaction.
As stated by Rani & Supinit (2015), total quality management contributes to
employee satisfaction. By giving the employees the right to participate in the process of
decision making, it allows them to have control of their immediate work environment. The
empowerment programs provide the employees with a valuable experience hence resulting in
higher employee satisfaction. Additionally, total quality management ensures effectiveness
in organization opera...
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