Investigates the perceptions of staff in regard to critical success factors (CSFs) for successful BPR implementation in the public sector. The research methodology involved semi‐structured interviews and staff surveys within a large public sector organisation. The results of the study show...

The principles of TQM are becoming increasingly important in the public sector due to demands for increased levels of stakeholder satisfaction and government cost reduction and performance programmes. The aim of this paper is to investigate how the principles of total quality management (TQM)...

Purpose – The aim of this paper is to explore the implementation issues of the Business Excellence Model and the process of self‐assessment, from both management and employee perspectives, in a large government organisation in the United Arab Emirates (UAE), where the large Government...