A empirical study on the development of quality management used Malcolm Baldridge models in public sector: Focused on autonomy administration

In this paper, I investigate the impact of quality management activities on the public sector within the framework of Malcolm Baldridge (MB) national quality model. The Structural Equation Modelling approach has been employed to investigate the cross influences among the seven MB categories. This empirical study shows that a number of statistical hypotheses are significant. The Leadership category is the most important driver among the quality management activities. This, in turn, implies that the main source in quality management is to foster a solid quality oriented leadership system. Categories such as Information Analysis, Strategic Planning, Human Resource Development and Management, and Process Management are significantly related to the Customer Satisfaction category. In addition, Leadership, Information Analysis and Customer Satisfaction categories are significantly influential to Management Performance.