Management Reforms: Examples of Public and Private Innovations to Improve
Service Delivery (Briefing Report, 02/11/94, GAO/AIMD/GGD-94-90BR).

GAO surveyed the literature and research firms on managerial initiatives
undertaken in the public and private sectors to improve efficiency and
cut operating costs in service delivery.  The literature repeatedly
cited three factors as causing change: (1) a desire or need to achieve
"competitive advantage," (2) long-term revenue or budget constraints,
and (3) mandates required by law or regulations.  The variety of change
and activity falls into four areas: cultural changes, which involve
altering underlying assumptions, values, attitudes, and expectations at
an organization; mission changes, which entail an organization
recognizing the need to systematically identify and plan core activities
and responsibilities; structural changes that arrange organizational
authority and work responsibilities in the most efficient way; and
process changes in how goods and services are produced and delivered.
This briefing report provides notable examples of these service and
program changes and lists selected readings that discuss reported change
effects.

--------------------------- Indexing Terms -----------------------------

 REPORTNUM:  AIMD/GGD-94-90BR
     TITLE:  Management Reforms: Examples of Public and Private 
             Innovations to Improve Service Delivery
      DATE:  02/11/94
   SUBJECT:  Strategic planning
             Cost control
             Administrative costs
             Accountability
             Service industry
             Federal agency reorganization
             Productivity
             Labor-management relations
             Agency missions
             Total quality management
IDENTIFIER:  TQM
             
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