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Memorandum
TO: Dr. Esechie
FROM: Austin Crabtree
SUBJECT: Administrative Memorandum: Public Management Assignment
DATE: February 18, 2024
New public management allows organizations to put their focus on outcomes and
promoting competition between service providers to be able to better serve their customers
(public). Organizations that implement new public management put emphasis on problem
prevention, market structure, and taking advantage of public and private sectors to assess their
communities’ issues. By focusing their time and energy on these issues and principles,
organizations are showing that quality of service is essential to their organization’s success.
There are many methods that organizations can utilize to improve their quality of service.
Dresang (2017) lists some of the various methods that can be used, which are: management by
objectives, outcome based budgeting, and planning programming budgeting systems. When
organizations use these methods to develop organizational development and increase quality of
service, they are practicing Total Quality Management.
Total Quality Management
Total Quality Management has been an adaptation that organizations have used to ensure
the effectiveness and efficiency of the quality of service that is provided to their customers.
Luthra et al. (2021) states that Total Quality Management “seeks to integrate all organizational
functions such as marketing, finance, design, engineering, production, customer service, etc. to
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focus on meeting customer needs and organizational objectives” (p.19). Total Quality
Management seeks to provide the best service to the public or to its customers. Dresang (2017)
states that Total Quality Management orients the culture of an organization towards quality and
allows the customer (public) to define the quality. The process of Total Quality Management
includes the public and customers as well as internal factors such as employees, administration,
supervisors, and other essential staff members. Continual improvement in all areas of an
organization is one aspect of Total Quality Management. It seeks to improve in every aspect of
an organization and requires constant communication between customers and employees,
especially in decision making processes and performance measurement (Dresang, 2017).
Government entities do not have very many competitors when it comes to certain
services they provide, such as the Department of Motor Vehicles. No competition makes for a
work environment that becomes complacent and lacking in proper customer service and care.
Implementing Total Quality Management forces these entities to put customer service at the top
of their list and treat the customers or public in a way that provides a positive outcome. This
implementation also allows for problem solving by engaging with the community the
government organization serves. Total Quality Management lets citizens in a community
determine the quality of service they receive and allows employees to actively participate with
the citizens that they are providing the services to. Total Quality Management also allows
citizens to provide feedback on the services they were provided. Feedback from customers helps
organizations know how to improve their quality of service. “For any organization to survive in a
competitive marketplace, it’s necessary to know about the customer, their thinking about the
product, their thinking about your competitor, their thinking about your service, etc.” (2021). The
type of feedback and amount of feedback that an organization receives can be a key determinant
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of their success. Another key determinant in the success of an organization that is implementing
Total Quality Management is total employee involvement. Kiran (2016) states
“Total employee involvement refers to an approach by which all the employees
participate in work-related decisions and improvement projects. The principle behind this
approach is the fact that the man on the job is the best person to spot and pinpoint areas
for improvement” (p. 144).
Having employees participate in the decision-making process and determining how to improve
the organization’s quality of service is vital to the success of that organization.
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References
Kiran, D. R. (2019). Total Quality Management: Key concepts and case studies. Butterworth-
Heinemann is an imprint of Elsevier.
Luthra, S., Garg, D., Agarwal, A., & Mangla, S. K. (2020). Total Quality Management (TQM):
Principles, methods, and applications. CRC press.
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