Employee Relations in the Public Services: Themes and Issues

By Susan Corby; Geoff White | Go to book overview

8


Quality management

A new form of control?

Miguel Martinez LucioandRobert MacKenzie

The question of quality management has emerged as a significant issue within the employee relations of the public services. Both ideologically and organisationally it has been a central feature of the ongoing process of commercialisation. It appears, furthermore, unlikely that the broad trajectory of public service commercialisation and marketisation developed under the Conservative government since the 1980s will alter fundamentally following the election of a Labour government in 1997. However, the development of quality management in the public sector continues to be influenced by contextual factors: political regulation, bureaucratic and political intervention, and extensive trade union influence (Jenkins et al. 1995).

This chapter examines the development of quality management systems in the public services and their relationship with the employee relations process. The first section outlines the background to the shift towards these new types of management practices, explaining the logic behind their use in the public sector. Second, the chapter considers two features of management strategy that are relevant to the development of public sector employee relations: the customer and performance measurement. The chapter illustrates how reference to the customer’s demands and performance measures has been used as part of an attempt to develop a greater degree of managerial control over the employee within the public sector. As a result, work has become intensified through these new management practices. The chapter argues that such developments within the public sector have contributed to changes in the basic trust relations that have historically underpinned relations between employees, unions and management whilst also contributing to some ironic outcomes in the nature of public sector industrial relations. The chapter therefore assesses the actual impact of these changes. Third, the chapter focuses on the way these changes have led to new problems and conflicts in the sphere of public service industrial relations and at the way trade unions have responded to such developments. It argues that public sector industrial relations have become ‘politicised’ as a consequence of such management practices (Fairbrother 1994). The chapter indicates how the new language and practice of management evolved and how counter-references to quality also emerged in the form of union strategies.

-156-

Notes for this page

Add a new note
If you are trying to select text to create highlights or citations, remember that you must now click or tap on the first word, and then click or tap on the last word.
One moment ...
Default project is now your active project.
Project items
Notes
Cite this page

Cited page

Style
Citations are available only to our active members.
Buy instant access to cite pages or passages in MLA 8, MLA 7, APA and Chicago citation styles.

(Einhorn, 1992, p. 25)

(Einhorn 25)

(Einhorn 25)

1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

Note: primary sources have slightly different requirements for citation. Please see these guidelines for more information.

Cited page

Bookmark this page
Employee Relations in the Public Services: Themes and Issues
Table of contents

Table of contents

  • Title Page iii
  • Contents v
  • List of Figures and Tables vii
  • Part I - Introduction 1
  • 1 - From the New Right to New Labour 3
  • Part II - Context 27
  • 2 - The Economic and Financial Context 29
  • References 51
  • 3 - The Legal Context 53
  • Part III - Issues 71
  • 4 - The Remuneration of Public Servants 73
  • References 92
  • 5 - Equal Opportunities 95
  • 6 - Employment Flexibility 114
  • 7 - Tendering and Outsourcing 136
  • 8 - Quality Management 156
  • Part IV - Players 175
  • 9 - Personnel Managers 177
  • References 195
  • 10 - Trade Unions 199
  • References 221
  • Index 225
Settings

Settings

Typeface
Text size Smaller Larger Reset View mode
Search within

Search within this book

Look up

Look up a word

  • Dictionary
  • Thesaurus
Please submit a word or phrase above.
Print this page

Print this page

Why can't I print more than one page at a time?

Help
Full screen
Items saved from this book
  • Bookmarks
  • Highlights & Notes
  • Citations
/ 240

matching results for page

    Questia reader help

    How to highlight and cite specific passages

    1. Click or tap the first word you want to select.
    2. Click or tap the last word you want to select, and you’ll see everything in between get selected.
    3. You’ll then get a menu of options like creating a highlight or a citation from that passage of text.

    OK, got it!

    Cited passage

    Style
    Citations are available only to our active members.
    Buy instant access to cite pages or passages in MLA 8, MLA 7, APA and Chicago citation styles.

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn, 1992, p. 25).

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn 25)

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn 25)

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences."1

    1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

    Cited passage

    Thanks for trying Questia!

    Please continue trying out our research tools, but please note, full functionality is available only to our active members.

    Your work will be lost once you leave this Web page.

    Buy instant access to save your work.

    Already a member? Log in now.

    Search by... Author
    Show... All Results Primary Sources Peer-reviewed

    Oops!

    An unknown error has occurred. Please click the button below to reload the page. If the problem persists, please try again in a little while.