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Reinvention of the Public Sector: Total Quality Management and Change Management

Reforma Javnog Sektora: Upravljanje Totalnim Kvalitetom i Upravljanje Promenama

Konstantnos M. Karyotakis / Vassilis S. Moustakis
  • School of Product on Engineering and Management, Technical University of Crete, Chania, Greece
  • Other articles by this author:
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Published Online: 2014-11-20 | DOI: https://doi.org/10.5937/sjas11-6751


The present article provides a review of Total Quality Management (TQM) and Change Management in Public Sector. It highlights the special role of TQM in the Public Sector, the concept of Quality in Public Sector Services, the Innovation in Public Sector and the role that E-Government can play. Moreover, it emphasizes some Best Practices that have been applied in Greece and consists of innovative and interesting practices. It concludes by integrating all concepts discussed with the factors that shape change.


Ovaj rad bavi se pitanjem upravljanja totalnim kvalitetom (TQM) i upravljanja promenama u javnom sektoru. Poseban naglasak stavlja se na ulogu TQM-a u javnom sektoru, koncept kvaliteta u javnom sektoru usluga, inovacije u javnom sektoru kao i na ulogu elektronske uprave. Takođe, posebnu pažnju u radu zavređuju najzanimljivije i najinovativnije prakse koje se primenjuju u Grčkoj. Na kraju rada svi razmatrani pojmovi su integrisani sa faktorima koji oblikuju promene.

Keywords: change management; e-Government; public administration reform; public management; public organizations; TQM

Ključne reči:: upravljanje promenama; elektronska uprava; reforma javnog sektora; javni menadžment; javne organizacije; upravljanje totalnim kvalitetom (TQM)


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About the article

Received: 2014-09-16

Revised: 2014-10-10

Accepted: 2014-10-22

Published Online: 2014-11-20

Citation Information: Singidunum Journal of Applied Sciences, Volume 11, Issue 2, Pages 30–44, ISSN (Online) 2217-8783, DOI: https://doi.org/10.5937/sjas11-6751.

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© 2014 Konstantnos M. Karyotakis and Vassilis S. Moustakis. This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License. BY-NC-ND 3.0

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