Service delivery improvement in the Western Cape Education Department (WCED) : a total quality management (TQM) approach

Cornelissen, Darius D. (2005-12)

Thesis (MPA (School of Public Management and Planning))--University of Stellenbosch, 2005.


Total Quality Management (TQM) sets out a framework for managers on how to improve business performance in all types of organisations. Organisational excellence must be integrated into the strategy of business through an understanding of the key business processes and the development of people.

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