Title: The impact of TQM implementation in a human service agency

Authors: Tigineh Mersha, Ven Sriram, Lanny Herron

Addresses: University of Baltimore, 1420 N. Charles St., Baltimore, MD 21201, USA. ' University of Baltimore, 1420 N. Charles St., Baltimore, MD 21201, USA. ' American Aerospace Advisors, Inc., 9599 Tiara Farm Dr., Graham, NC 27253, USA

Abstract: Some researchers have questioned whether total quality management (TQM) positively impacts the performance of public sector agencies. This paper presents a study of TQM implementation in a large human service agency that serves a major city in the mid-Atlantic region of the USA. The results indicate that TQM implementation was perceived to have a positive impact on several important dimensions of performance in the agency. Further, employees who participated in the TQM process perceived that numerous benefits resulted from TQM adoption, including an increased willingness to accept change, improved teamwork, enhanced problem solving ability, and better meeting-management skills.

Keywords: continuous quality improvement; CQI; total quality management; TQM; public sector management; process improvement; continuous improvement; human service agencies; USA; United States; change management; problem solving; meetings management.

DOI: 10.1504/IJPQM.2009.021868

International Journal of Productivity and Quality Management, 2009 Vol.4 No.1, pp.1 - 19

Available online: 07 Dec 2008 *

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