TOTAL QUALITY MANAGEMENT AND EFFICIENCY IN THE NIGERIAN PUBLIC SERVICE
TOTAL QUALITY MANAGEMENT AND EFFICIENCY IN THE NIGERIAN PUBLIC SERVICE
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Date
2001-08
Authors
ISEME,Muhammad Ayesha
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Abstract
ABSTRACT
The Nigerian Public Service is one organization which affects the life of every
Nigerian, directly or indirectly. Many studies have been carried out to suggest
ways of moving this organization forward, input coming in from all disciplines,
with Management not being an exception. However, very little seems to have been
said or done about the quality of service being offered by the Nigerian Civil
Service.
Of the many tools of Management being suggested to improve effectiveness,
efficiency and productivity, Total Quality Management (TQM) stands out. More so
as the Nigerian Civil Service suffers from lack of efficiency and commitment on
the part of Civil Servants, evident in huge waste of resources in Government
programmes. There is also a lack of awareness of the need and importance of
quality in service offered to the society.
The main aim of this study is to determine the importance attached to quality in the
Public Service viz the level of awareness of Total Quality Management, and to
suggest ways of improving upon the quality of services being offered by this sector
of the economy.
At the end of the study, quite contrary to expectations, it was established that there
was indeed an appreciable level of awareness of Total Quality Management
(TQM) as a Management tool. That some of the principles, in particular Training,
Teamwork, Measurement of Performance, and Recognition of Success do exist in
sufficient levels to allow for the workability of this management tool.
It was also established that there was a great need for supervision of tasks carried
out by public officers to enhance quality of work, making sure that all work done
was done right, first time. This will be a sure way of eliminating waste in time and
resource.
The study also recommended ways of improving upon the attitude of public
servants to work
Finally, this study concluded that Total Quality Management is a realizable dream
in the Federal Public Service of Nigeria, and a sure way of achieving quality in the
welfare of the general populace.
Description
DEPARTMENT OF BUSINESS ADMINISTRATION,
FACULTY OF ADMINISTRATION,
AHMADU BELLO UNIVERSITY, ZARIA.
Keywords
TOTAL,, QUALITY,, MANAGEMENT,, EFFICIENCY,, NIGERIAN, PUBLIC,, SERVICE:, CASE,, STUDY,, NIGERIA,, CIVIL,, SERVICE