Implement performanace pledge in Macao government departments: a case of Macao IACM

Nowadays, total quality management (TQM) is a hot topic around the world. Many public sectors have tried to implement total quality management to improve their service performance and quality. In Macao, in order to respond to public’s needs and the sustainable development, government departments such as Civic and Municipal Affairs Bureau (IACM) have been implementing the concept of total quality management by setting up performance pledge.

The primary objective of the study is to find out the factors that influence the implementation of performance pledge. The second objective focuses on how performance pledge can improve the public service quality in government departments in Macao. The dissertation contains a literature review of TQM and an introduction of the Performance Pledge System among Macao government departments. Both qualitative and quantitative methodologies are applied to explore the related factors of implementing TQM and its performance. A case study and the survey results are summarized for evaluating the performance of the implementation of TQM at IACM.
The study has identified the top management commitment and leadership, customer focus, and training, which are the key success factors for TQM implementation of IACM. The study also found some obstacles including customer satisfaction, communication between government departments, organizational culture, as well as recognition program. The result suggests that IACM should improve the customer satisfaction, enhance the communication between different government departments, create a better culture for the organization, and improve the recognition program.