Assessing the effectiveness of the Malcolm Baldrige National Quality Award model with municipal government |
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Authors: | Victor Prybutok |
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Institution: | a University of North Texas, Information Technology and Decision Sciences, College of Business, 1155 Union Circle #311160, Denton, TX 76203-5017, United States b Northern Kentucky University, United States |
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Abstract: | This study examines the applicability of the MBNQA 2002 criteria to the government sector and contributes to the growing body of literature that addresses the need for performance metrics for government organizations. As the MBNQA is being proposed and pilot tested in government organizations, this work provides support for the transference and application of the model to government services in a municipal government.This study demonstrates the first structural model test using Partial Least Square (PLS) of an instrument that was based on a one-to-one item to criteria correspondence. We collected data from a city government and used PLS to analyze the survey data and tested the MBNQA model fit. The findings of this study show that the proposed Malcolm Baldrige National Quality Award (MBNQA) criteria-based instrument provides a viable set of measures for a municipal government to review and measure their business (organization) processes. These measures can enhance decision making about resource allocations because such measures allow evaluation of processes and a better understanding of the integration among these processes. |
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Keywords: | Quality management Survey Path analysis Empirical research Quality Service operations Government performance measurement Government services Service quality management Partial Least Squares |
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