1. Quality Management: The New Managerial Wave -- 2. What Is Total Quality Management (TQM)? -- 3. TQM as a Philosophy of Management -- 4. Quality as an Organizational Goal -- 5. Collecting and Using Customer Quality Data -- 6. Understanding and Controlling Variation -- 7. Continuous Quality Improvement Through Teamwork -- 8. Top Management Commitment -- 9. Contractor Involvement -- 10. A Plan for Implementing TQM -- Afterword: Quality as a Journey
Analysis
Social services Management
Human Services - United States - Management
Total Quality Management - United States
Notes
"Published in cooperation with the University of Michigan School of Social Work."
Bibliography
Includes bibliographical references (pages 104-107)
