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Total Quality Management
Leading thinkers for Total Quality Management
Applying Total Quality Management in the public sector
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achieve activities analysis application of TQM areas basis benchmarking Britain Canada cent challenge Chapter client commitment concerned context core costs cross-functional teams culture customer audit customer satisfaction customer-supplier defined delivery departments development of TQM Edwards Deming effective employees empowered empowerment evaluation example focus hospital implementation individual involved issues Lakeside School manufacturing measures ment National Health Service needs North Area College organizational outrageous goals Pareto analysis Pareto charts patient performance indicators practices problems professional public sector organizations public sector provisions public service quality circles quality improvement quasi-market reduce regarding requirements responsibility seen senior management service provision service quality service standards social services specific staff statistical process control Stephen Murgatroyd strategy suppliers systematic teachers tion Total Quality Management TQM applications TQM approach TQM concepts traditional workers workfare zero defects