New public management: Evaluating the success of total quality management and change management interventions in public services from the employees' and customers' perspectives

Abstract

The aim of this study is the development of a monitoring approach covering and following up on the effects of total quality management and change management interventions in public services from the employees' and customers' perspectives. The results should give managers in charge a clear idea of whether the steps taken in the restructuring process can be rated successful from an internal and external evaluation perspective or not. The present study is an empirical evaluation of a complex restructuring process in the public service sector in Austria. It was realized as a single case study conducted with a large public housing agency on the way to more customer orientation. Extensive employee and customer satisfaction surveys were done to evaluate success.