A framework for quality improvement in public sector organizations: A study in Hong Kong

Abstract

This article describes a framework which can be used by public sector organizations to plan for quality improvement. The framework was developed during a series of workshop sessions in conjunction with executives from a selection of departments in the Hong Kong civil service. The framework consists of four sections—organizing, systems and techniques, measurement and feedback, and changing the culture. The article outlines a five‐stage process by which the framework can be used by the management of any public sector department.