Total quality management in local government

Evan M. Berman, Jonathan P. West

Research output: Chapter in Book/Report/Conference proceedingChapter

Abstract

This chapter defines the total quality management (TQM), traces its historical roots, discusses its components, provides numerous examples, and distinguishes TQM from traditional forms of public administration. It examines the knowledge and advice about the implementation strategies of quality management. Careful attention to implementation is crucial, and a variety of strategies exist. The chapter also examines the "force field" or context of TQM in local government.In TQM, agencies and individuals are called upon to identify all of their stakeholders, and to design services to ensurethat the objectives meet the needs of all stakeholders. Stakeholders of local government include external customers who depend on agency services. Continuous improvement implies that customer satisfaction should be periodically assessed, and that managers should continuously strive to improve upon customer satisfaction and service delivery processes. Improvements should be based on measures that are S.M.A.R.T.: specific, measurable, accountable, realistic, and team-based.

Original languageEnglish (US)
Title of host publicationHandbook of Local Government Administration
PublisherTaylor and Francis
Pages213-237
Number of pages25
ISBN (Electronic)9781351564496
ISBN (Print)9780824797829
DOIs
StatePublished - Jan 1 2019
Externally publishedYes

ASJC Scopus subject areas

  • Social Sciences(all)

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  • Cite this

    Berman, E. M., & West, J. P. (2019). Total quality management in local government. In Handbook of Local Government Administration (pp. 213-237). Taylor and Francis. https://doi.org/10.4324/9781315093239-10