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- Title
Project-Focused Total Quality Management in the New York City Department of Parks and Recreation.
- Authors
Cohen, Steven; Eimicke, William
- Abstract
The article reports on a focused strategy for bringing total quality management (TQM) into an organization through the rapid implementation of quality improvement projects. TQM is a simple but revolutionary way of performing work. Total means applying to every aspect of work, from identifying customer needs to aggressively evaluating whether the customer is satisfied. Quality means meeting and exceeding customer expectations. Management means developing and maintaining the organizational capacity to constantly improve quality. An important technique for improving the quality of the services delivered by government is to focus on production line operations and free workers up to implement the improved work processes they identify and develops. In this era of resource scarcity, one great untapped resource is each worker's knowledge and ingenuity applied to the process of performing work. Government's performance can be improved if human capital is leveraged more effectively through continuous improvement of operating processes and more effective group processes. The goal of improvement is to produce better and more goods and services with the same or fewer resources.
- Subjects
TOTAL quality management; HUMAN capital; MANAGEMENT; QUALITY assurance; CONSUMERS; PRODUCTION (Economic theory)
- Publication
Public Administration Review, 1994, Vol 54, Issue 5, p450
- ISSN
0033-3352
- Publication type
Article
- DOI
10.2307/976430