Quality Management for Government: A Guide to Federal, State and Local Implementation

Overview

The book uses examples from actual government case studies, and presents the "lessons learned" from these success stories to help you implement a quality system for your unique organization. These success stories represent many branches of federal government, including the Internal Revenue Service, Department of Defense, Department of Commerce, and the Department of Labor. Successful state quality efforts in Arkansas, Minnesota, and New York are also described. This book presents clear overviews of quality ...
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Overview

The book uses examples from actual government case studies, and presents the "lessons learned" from these success stories to help you implement a quality system for your unique organization. These success stories represent many branches of federal government, including the Internal Revenue Service, Department of Defense, Department of Commerce, and the Department of Labor. Successful state quality efforts in Arkansas, Minnesota, and New York are also described. This book presents clear overviews of quality management-features, benefits, and barriers; provides a 15-minute personal self-assessment which helps you understand why you need to adopt quality management; delivers a comparative assessment of Deming, Juran, and Crosby, comparing their approaches to quality; shows how to use federal and state quality award criteria as models for improvement; highlights federal, state, and local award-winning quality success stories - who they are and how they did it; provides a comprehensive primer on quality management tools and techniques; details a 17-step planning and implementation methodology that can be customized for your organization. This book provides the foundation, focus, and methodologies for you to aggressively and continuously improve your organization's customer satisfaction, productivity, and performance through your own unique quality management system. Quality Management for Government: A Guide to Federal, State, and Local Implementation should be every government employee's guide to total quality management.

This book introduces the principles and methods for implementing an effective total quality management system within any level of government. It offers a clear introduction to TQM, including philosophies, awards, and their criteria, quality success stories, a 17-step planning and implementation methodology that can be customized for any government agency, and more.

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Product Details

  • ISBN-13: 9780873892391
  • Publisher: ASQ Quality Press
  • Publication date: 9/1/1993
  • Pages: 384
  • Product dimensions: 6.36 (w) x 9.30 (h) x 1.26 (d)

Table of Contents

Foreword
Acknowledgments
Permissions Acknowledgments
Ch. 1 Quality Management in Government Today 1
Ch. 2 A Government Manager's Guide to Quality Management 21
Ch. 3 The Quality Gurus 53
Ch. 4 American Government Quality Awards 89
Ch. 5 Quality Leaders in Government 143
Ch. 6 Quality Management Self-Assessment 205
Ch. 7 How to Significantly Improve Your Quality 239
Ch. 8 Quality Management Planning 253
Ch. 9 Implementation of Quality Management 267
Ch. 10 Quality Management Tools and Techniques 289
Epilogue 327
Appendix A: Additional Reading 329
Appendix B: Key Terminology 333
Appendix C: Information Resources 351
Appendix D: Abbreviations 371
Index 373
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