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Into the Mystic: Cultural Change and TQM Teams in the NSW Public Sector


  • O'Donnell, M.


Cultural change in the guise of quality customer service was promoted in the NSW public sector by former Premiers Greiner and Fahey. This paper explores the impact of a management strategy of cultural change and TQM teams within one public sector agency - Buildcorp - of the former NSW Department of Industrial Relations, Employment, Training and Further Education (DIRETFE). The paper argues that cultural change failed to achieve its objective of a quality customer service culture because of workplace management practices which emphasized 'downsizing' of Builcorp's workforce and therationalisation of work processes.

Suggested Citation

  • O'Donnell, M., 1996. "Into the Mystic: Cultural Change and TQM Teams in the NSW Public Sector," Papers 107, The University of New South Wales. Department of Industrial Relations..
  • Handle: RePEc:fth:nswair:107

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    JEL classification:

    • M12 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Personnel Management; Executives; Executive Compensation


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