Quality control in public service: the animal health programs experience

Abstract

Since quality indicators are important evaluation tools they must be continuously improved in order for them to be successfully used in monitoring permanent activities. In this paper these indicators were analyzed in a simplistic fashion with the purpose of calling the authorities' attention to the importance of these indicators as operational tools in the total quality program conducted by governmental organizations. In order to attain this goal, it is not only necessary to redefine the state's role, but also to create the awareness as to the fact that public institutions are the real government, and that the population judges government performance based on the quality of services rendered by the public institutions. With the purpose of providing adequate life quality standards, the government must perform well, and be, the conductor of the orchestra. Some animal disease programs have been passed and implemented by the Brazilian authorities; nevertheless some difficulties still remain to be overcome; on one hand, these are specifically due to the lack of regard of functional staff, while on the other, they are also due to the lack of governmental commitment. In 1918, the philosopher Bertrand Russell said: "When elementary needs are satisfied, happiness of most people will depend on two things - their work and their human relations", Russell, 1977. Brazil's governmental system ha~ been detrimental to the effectiveness of its institutions, and one of its worst attributes is the urge to destroy or modify programs conducted by previous administrations, a1though the adoption of previous experiences would be undoubtedly more advantageous. in reality we spend more time reformulating or revoking previous decisions than putting these into practice. The implementation of total quality by means of adopting quality indicators requires deep changes in paradigms, especial lying interpersonal relations, and through a promotion system based upon merit. Finally, we suggest that the most important changes must include two basic conditions: first comes respect for people associated to professional acknowledgement, and secondly, the establishment of plans and goals guided by quality indicators in ali implemented programs, as was the case with the Foot-and-Mouth disease strategy, which was improved and changed from the control to the eradication of the disease.