Autori
Pellicelli, MichelaGazzola, PatriziaTitolo
Sustainable management and total quality management in public organizations with outsourcingPeriodico
Università degli Studi dell'Insubria. Dipartimento di Economia. Quaderni di ricercaAnno:
2009 - Fascicolo:
3 - Pagina iniziale:
1 - Pagina finale:
17The aim of this paper is to explore how Total Quality Management (TQM) can act as a foundation and key catalyst for
developing Sustainable Management and Corporate Social Responsibility (CSR) within Public Organizations. In the public
sector we have too often experienced low quality services, which have generated and perpetuated low expectations. The
result has been great dissatisfaction and frustration, but not much action (Gaster, 1995). As any other organization, the
Public Organization can apply TQM and thereby accomplish some improvements.
CSR is an emerging topic within organizational research and praxis. It has parallels to sustainable development,
environmental protection, social equity and economic growth.
This paper shows specifically how to incorporate sustainability into a quality system by using a model that shows the
relation between investment in quality and the variables fame and reputation.
The interest in the nature of the relationship between TQM and CSR is long-standing. The aim of the quality movement
is to enable organizations to deliver high quality services in the shortest possible time to market, at minimum cost, and in a
manner that emphasises human dignity, work satisfaction, and mutual and long-term loyalty between the organization and
its stakeholders. As such, TQM has a strong ethical dimension, advocating the importance of considering the interests of
stakeholders (Oppenheim & Przasnyski, 1999). In this paper outsourcing in Public Organizations is considered as an
instrument for raising the qualitative level of services and thus for developing CSR.
First, the definitions of CSR are discussed. Second, the ethics in quality are described, followed by a discussion on
existing quality models with regard to CSR. Third, the relationship between TQM and CSR is considered. We have
analyzed the strong similarity between TQM and CSR, and outsourcing analysis is used to illustrate the combined
CSR/TQM approach in Public Organizations. Finally, we have highlighted the main factors of resistance to externalization
in Public Administrations and how these can be overcome by developing a risk management approach.
Testo completo:
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