Effective public service delivery through innovative governance knowledge exchange
Effective public service delivery through innovative governance knowledge exchange
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Total Quality Management in Malaysia
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Total Quality Management (TQM) reforms were undertaken by the Malaysian government to strengthen organizational efficiency, performance, and sustainability. The reforms have resulted in capacity building of the civil administration.

In the early 1990s, the Malaysian government began to focus on how to create efficiencies in a bureaucratic system. Total Quality Management (TQM) was deemed the most appropriate and holistic reform approach to create these efficiencies. As a result, a universal quality management guide was designed, quality control circles or small problem-solving groups were rallied, a National Quality Competition was born, and certain quality factors were signaled out as important measurable benchmarks of performance.

The Malaysian experience has brought about a number of lessons from which others can learn. For example, TQM reforms may only have an impact after a long period of time; as such, continual and consistent monitoring and evaluation need to be carried out. Additionally, due to the tendency to resist change, TQM often requires an entirely fresh set of leaders.

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