Culture for Quality – An Empirical Examination in Israel

This study examines the relationship between organizational culture, standards of quality management, and performance in the public sector. We ask whether effective implementation of quality related change leads to better organizational performance and higher citizens-as-customer satisfaction. A theoretical model is suggested and examined empirically in a field study of 103 units from 12 public organizations in Israel. Hierarchical Linear Models (HLM) statistics are used to examine several hypotheses about the relationship between organizational culture, standards of quality management, and performance. The findings of this study support the hypotheses regarding the role of public organizational culture in quality improvement processes. Specific cultural values were found to add to organizational performance, and these were also affected by the type of quality process implemented in the unit. Implications of the findings for public organizations are discussed theoretically and methodologically.