Date of Award


Degree Name

Doctor of Philosophy


Public Affairs and Administration

First Advisor

Dr. Peter Kobrak

Second Advisor

Dr. Daniel Farrell

Third Advisor

Dr. Homer Sprague


This study focuses on the modem day use of TQM, reengineering and privatization initiatives to gain efficiency and effectiveness in government operations, and the impact of alignment on the successful implementation of these three initiatives. A large state government agency which is currently using TQM, reengineering and privatization was used as a case study. Two-hundred-and-twenty-four employees were voluntary participants. This study examined three research questions: 1. Could the level of alignment, as hypothesized by Labovitz and Rosansky, be replicated with a sample of public agency employees? 2. Is the agency aligned, based on the Labovitz and Rosansky model, to successfully implement its TQM, reengineering and privatization initiatives? 3. Could it be determined that the customer focus scale, as theorized by Labovitz and Rosansky, related to the alignment components of strategy, process and employees? Confirmatory Factor Analysis, used in answering the first research question, adequately replicated the Labovitz and Rosansky Alignment Model. MANOVA, used in answering the second research question, tested for group differences on four dependent measures (customers, employees, process, and strategy) between gender and level of employment in order to gain insight about alignment. MANOVA revealed no significant differences between the groups. When other statistical procedures were used, in addition to MANOVA, females were found to be more aligned than males. In answering the third research question, multiple regression analysis confirmed that three of the components of alignment (strategic direction, employee focus, and process focus) were all important for customer focus. The analysis also revealed that strategic direction is the most important of the three components. The findings of this study should provide useful information to government agencies looking to maximize limited resources when they implement largescale change initiatives.

Access Setting

Dissertation-Open Access