Service targets and methods of redress: the impact of accountability in Malaysia
| Published date | 01 February 1997 |
| Author | NG KAM CHIU |
| DOI | http://doi.org/10.1002/(SICI)1099-162X(199702)17:1<175::AID-PAD919>3.0.CO;2-F |
| Date | 01 February 1997 |
Service targets and methods of redress: the impact of
accountability in Malaysia
NG KAM CHIU
Prime Minister's Dept., Malaysia
SUMMARY
Malaysia's public service has decisively oriented its business activities towards meeting the
needs of users. This brief review of what is known as the `Total Quality Management
Programme' outlines the four key elements of Malaysia's initiative, namely, the setting of
service targets, measures of performance, work improvement, and the `service recovery
system', applied to redress grievances. (1997 by John Wiley & Sons, Ltd.)
INTRODUCTION
The Malaysian public service has undergone signi®cant changes during the past ®ve
years. The `outcome/customer orientation' model of public administration has
superseded the traditional `output/process' model. The application of this model
has made necessary signi®cant changes in the organization of the public service. It
has also encouraged a change in the mindset of public of®cials, who are now required
to search for more ef®cient and effective methods for the delivery of public services
that satisfy customers. Mission and objective statements at all levels of the
organization are being revamped so as to re¯ect the new orientation: they must now
state what services are offered and furnish a time frame for completion of the service.
Such statements are incorporated into a Client's Charter and displayed prominently.
Users of public services, therefore, know when service targets fall short but they
must change their mindset tooÐthey must overcome fears of confronting public
of®cials, and demand service recovery or redress. This article reviews four key
elements of Malaysia's initiative, namely, the setting of service targets; measurement
of performance; work improvement; and redress of grievance.
SERVICE TARGETS
The Total Quality Management Programme implemented in Malaysia has resulted
in systematic reformulation of the mission and objectives, through a process of
`quality planning'. The ®rst step involves identifying and understanding the needs of
PUBLIC ADMINISTRATION AND DEVELOPMENT, VOL. 17, 175±180 (1997)
CCC 0271±2075/97/010175±06$17.50
&1997 by John Wiley & Sons, Ltd.
Ng Kam Chiu is Director-General, Public Complaints Bureau, Prime Minister's Department, Kuala
Lumpur, Malaysia.
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