Full Description

The Henry County Public Service Authority (PSA) is moving into a total quality management (TQM) philosophy. PSA is a service organization providing water and sewer service to Henry County, Virginia. In order to determine the direction required for a TQM program, several baseline studies have been conducted. An employee questionnaire, a customer opinion survey and a data processing needs assessment show different directions for improvement within PSA. From this information, a strategic plan for TQM implementation is developed. A leadership team is chosen. Implementation planning is conducted by this team. Employees are given basic TQM education. Functional planning occurs. The TQM system is implemented after employee education. Process monitoring and improvement begin. Process changes are reviewed and improved, and the cycle is repeated. The paper provides a TQM implementation process appropriate to a service organization.

Product Details

Published: 01/01/1994 ISBN(s): 0898677726 Number of Pages: 19File Size: 1 file , 660 KB