The Role of Quality Tools in Improving Satisfaction with Government

Summary: [This abstract is based on the author's abstract. A longer abstract is available on the journal's website]

Results are presented of a study of quality improvement in a city government setting. Employees believed that quality knowledge was necessary for improving quality. Departmental leadership was positively associated with teamwork, process improvement, and employee satisfaction. Leadership is critical to the development of quality tools knowledge, but teamwork is the vehicle through which this knowledge is translated into application.