Total quality management in the service institution

Abstract

The sector of public services said to be quiet different from the industrial one at different levels. It is, therefore, of crucial importance to investigate this area of interest in order to face the new phase of competition in the light of globalization where no clear borders are set and where also quality is at the front of interest.

For the sake of controlling the quality of services presented, the instruments of measuring this quality seems to be primordial, this is to be realized through a field analysis of the employees’ difficulties and suggestions.