Handbook of Public Quality Management

Ronald J. Stupak, Peter M. Leitner

• 1: Introduction; Quality Improvement; Total Quality Management: Its Relationship to Administrative Theory and Organizational Behavior in the Public Sector; Cardiovascular Leaders Moving Beyond Logic: An Active Strategy for Advancing Cardiac Services; 2: Historical Development; TQM Apostles; William Edwards Deming: The Man; W. Edwards Deming's Mentor and Others Who Made a Significant Impact on His Views During the 1920s and 1930s; 6: Origins of the Postwar Economic Success of Japan: Deming, Quality, and Contextual Realities; 3: Theoretical Structure; Changing Concepts, Goals, and Methods in Improving Customer Service Quality; 6: The Current State of Design Craft: Borrowing, Tinkering, and Problem Solving; Progress on the Journey to Total Quality Management: Using The Myers-Briggs Type Indicator and The Adjective Check List in Management Development; Applications of Boundary Theory to Organizational and Interorganizational Culture; Public Management, TQM, and Quality Improvement: Toward a Contingency Strategy; A Holistic Approach to Productivity; Evaluating TQM: The Case for a Theory-Driven Approach; Strategic Management and Total Quality Management: Challenges and Choices; 4: Quality Management and Organizational Culture; Symposium on Organizational Culture: Theory, Practice, and Cases; Total Quality Management in an R&D Environment; TQM and Organization Size; The Role of Assumptions in Implementing Management Practices Across Cultural Boundaries; Struggles in Transformation: A Study in TQM, Leadership, and Organizational Culture in a Government Agency; Managing Concurrent Change Initiatives: Integrating Quality and Work/Family Strategies; 5: Quality Management: Measuring Effectiveness; Measuring Productivity in Federal Agencies: Does Total Quality Management Make a Difference?; Improving Performance Through Benchmarking; Serving the American Public: Best Practices in Performance Measurement; Using 360-Degree Feedback in Performance Appraisal; Overcoming the Inadequacies of Performance Measurements in Local Government: The Case of Libraries and Leisure Services; Best Practices: Successful Application to Weapon Acquisitions Requires Changes in DOD's Environment; Primer on Performance Measurement; Inventory Management: The Army Could Reduce Logistics Costs for Aviation Parts by Adopting Best Practices; Assessing Fundamental Science; Developing a Strategic Plan and Performance Measures; Guidelines for Performance Measurement; The Application of Information Systems in Measuring Performance and Implementing the Government Performance and Results Act; 6: Customers Of Quality Management; Customer Contributions to Quality: A Different View of the Customer-Oriented Firm; The Decision to Participate in Quality Circles; Labor-Management Relations and Participative Decision Making: Toward a New Paradigm; Managing for Results: Analytic Challenges in Measuring Performance; 7: Leadership And Teams In Quality Organizations; Administrative Man Faces the Quality Transformation: Comparing the Ideas of Herbert A. Simon and W. Edwards Deming; Top Managers and TQM Success: One More Look After All These Years; Cutting Waste with Employee Involvement Teams (Total Quality Waste Minimization); Discipline and Deselection in the TQM Environment; 8: Implementing Quality Management: Practices, Cases, And Experiences; 8: Municipal Commitment to Total Quality Management: A Survey of Recent Progress; Total Quality Management Issues in Managed Care; When It Comes to “Best Practices”—Why Do Smart Organizations Occasionally Do Dumb Things?; Old Wine in New Bottles Tastes Better: A Case Study of TQM Implementation in the IRS; The Impact of TQM on Highway Maintenance: Benefit/Cost Implications; Implementing TQM in the Health Care Sector; Strategic Relationship Between Quality Management and Product Innovation; The Information Age and Total Quality Management: The Facilitation of TQM in the 1990s Through Information Systems; 9: The Future Of Quality Management; Keeping Quality Alive (Training 101); Is Total Quality Fading as a Strategy?; TQM: Core Paradigm Changes; 10: Critiques Of Quality Management; Ten Reasons Total Quality Management (TQM) Doesn't Work; Adapting Total Quality Management (TQM) to Government; Total Quality Management: A Selective Commentary on Its Human Dimensions, with Special Reference to Its Downside; A Critique of TQM: Problems of Implementation in the Public Sector; Government Performance and Results Act of 1993; Government Management Reform Act of 1994; Performance-Based Management: Eight Steps to Develop and Use Information Technology Performance Measures Effectively; Review of Agency Annual Performance Plans; Utah Tomorrow; Selected On-Line Resources for Quality Management