Non-Systemic Quality Management in Public Administration

This research paper examines non-systemic quality management (QM) practices within Swiss cantonal public administrations through the lens of neo-institutionalism. The study aims to provide an updated assessment of quality management tools (QMTs) that public managers can utilize for quality improvement, particularly focusing on less resource-intensive alternatives to traditional quality management systems (QMS). A framework for QMTs is developed based on existing literature and tested through case studies, revealing the extent of QMT usage among public administrations. The findings indicate that while many offices employ various QMTs, the adoption of these tools reflects selective choices influenced by new public management (NPM) and network governance (NG) paradigms. The paper discusses the implications of these findings for public managers, suggesting a strategic focus on performance impact by selecting a smaller number of QMTs for systematic application. The research highlights the often-overlooked non-systemic aspects of QM in public administration and contributes to ongoing discussions about effective management practices.