Total Quality Management (TQM) is a set of concepts, tools and applications which has been so successful in manufacturing industry that we are now witnessing experimentation in the transference of Total Quality Management to the public sector provision of government, health and education in North America, Europe and elsewhere. TQM is starting to set a new paradigm for management approaches in the public sector and "not for profit" enterprises. All key public service managers should at least need to know the basics of TQM, its possibilities and limitations for the public sector, and particularly the types of applications which could work for them. For all public sector managers this book provides: a clear understanding of the key concepts of TQM; a critical understanding of their relevance to the public sector; empirical evidence of TQM applications in government, health and education; and exploration of the public sector TQM possibilitites yet to be realized. It draws throughout on case examples from Britain, Canada, the USA and continental Europe which illustrate the application of TQM to the public sector.
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Melinda Morgan received her BA in Liberal Studies from California Baptist University and earned a Master's Degree in Education and Administration from Azusa Pacific University. Melinda has drawn upon more than thirteen years of experience as a secondary language arts, science teacher, and classically trained pianist to write a story with a scientifically intriguing plot and endearing characters.
Chris Morgan is Associate Professor of Theology at California Baptist University. He has taught at Mid-America Baptist Theological Seminary and at Golden Gate Theo-logical Seminary and is Senior Pastor of First Baptist Church of Barstow, California.
"As a first in its field, it is essential reading for all public sector administrative managers who will sooner or later be involved with TQM concepts and their application."- British Journal of Administrative Management. "...a very good book for anyone interested in quality and a must for anyone with responsibility for it ." - Nursing Times "...particularly helpful in clarifying the philosophy and concept of TQM and indeed 'quality' itself." - Journal of Public Health Medicine (Generation of PM publication page 237) "Morgan and Murgatroyd have presented us with a 'benchmark' text on the subject ofTQM." - British Journal of Social Work. "...can be recommended without reservation to colleagues who are interested in developing their thinking about such notions as quality, effectiveness, performance and accountability." - British Psychological Society - Division of Educational and Child Psychology. "...a well-written publication and should be of interest not only to public sector managers but to all health-care professionals who acknowledge that client satisfaction is of fundamental importance as a measure of the quality of care." - Nursing Review. "...well researched and very readable." - Health Economics. "...provides the essentials for the clear understanding of TQM which should be possessed by all Public Sector Managers." - Journal of the Instituted Health Education.
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