Total quality management in government - Steve Cohen

This book sheds light on applying TQM in the real world of government organizations––showing how to introduce TQM, overcome barriers to change, and make TQM a success story of any government agency. Drawing on extensive research and their own "school of hard knocks" experience implementing TQM in a unit of the U.S. Environmental Protection Agency, Steven Cohen and Ronald Brand present straightforward, practical advice on implementing TQM in government settings.The authors cite examples of TQM successes in specific government agencies––including the Treasury Department, U.S. Air Force, and Department of Veteran Affairs––to reveal how the principles of TQM can be applied at all levels of government.In addition, the book provides numerous charts and diagrams that show concretely how to apply the concepts and techniques of TQM within any governmental unit.