ASQ

Exclusive Content & Downloads from ASQ

Case Study: TQM and the Government - The Importance of Leadership and Personal Transformation

Summary: An analysis of three applications of Total Quality Management (TQM) in the government sector demonstrates the importance of leadership and a unified organizational vision. The Oregon Judicial Department’s TQM project was judged a marginal success due to the court’s failure to recognize that TQM is a management philosophy requiring leadership, commitment, and a central purpose. In contrast, Florida’s Fourth District Court of Appeals provided results that demonstrate TQM success when leaders are fully committed and communicate a clear purpose to the organization. Barriers to TQM implementation in the Texas Department of Mental Health and Retardation involved the need for leadership to demonstrate personal change in order to set an example for the organization. More information on the implementation of TQM in government is available online.

Anyone with a subscription, including Site and Enterprise members, can access this article.


Other Ways to Access content:

Join ASQ

Join ASQ as a Full member. Enjoy all the ASQ member benefits including access to many online articles.

Subscribe to Journal for Quality and Participation

Access this and ALL OTHER Journal for Quality and Participation online articles. You'll also receive the print version by mail.

  • Topics: Total Quality Management, Process Management, Continuous Improvement
  • Keywords: Government, State government, Organizational improvement initiatives, Total Quality Management (TQM), Management commitment, Leadership, Change management, Case study
  • Author: Kluse, Christopher
  • Journal: Journal for Quality and Participation