7 Lean and Agile Government
The effort to improve government’s work processes is a continuous journey that was highlighted in the late 1980s (or early 1990s in some countries) with the emergence of the New Public Management (NPM), specifically with Total Quality Management (TQM). TQM is a cornerstone of NPM that included a paradigmatic shift away from the traditional, bureaucratic model to a client- and quality-centric model, including core values of providing the right services faster, better, and at a lower cost. TQM focuses on the systems of producing services and the roles of individuals within specific strategies. Initial TQM efforts articulated distinct and different strategies for increasing customer orientation, ...
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