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It’s ‘Back to the Future’ to Improve Agency Management Practices
Given the shift in workplace dynamics driven by the pandemic, creating a new bottom-up initiative with a focus on quality management may be what’s needed now.
Senior Fellow, IBM Center for the Business of Government
Columnist Fareed Zakaria, in a new book on lessons from the pandemic, observes that the endless debates over the size of government faded during the pandemic and “what seems to have mattered the most in this crisis was the
quality of government.”
But what does “quality government” look like? How can public leaders and employees know or show that their organizations are high quality? After all, what is quality? Can it be measured? Why does it matter? ....

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