Transforming to Quality Organizations: The City of Madison Experience

Article

Sainfort, Francois   (1997, ASQ)   University of Wisconsin - Madison, Madison, WI

Annual Quality Congress, Orlando, FL    Vol. 51    No. 0
QICID: 10625    May 1997    pp. 800-809
List $10.00
Member $5.00

FOR A LIMITED TIME, ACCESS TO THIS CONTENT IS FREE!
You will need to be signed in.
New to ASQ? Register here.

Article Abstract

The implementation of total quality management (TQM) in a municipality was the focus of a study funded by the National Science Foundation. The study examined five constructs for the City of Madison, WI: implementation, institutionalization, impact, structure, and culture. A survey of employees and managers used existing scales such as the Daily Life Stress Questionnaire and the Job Characteristics Inventory as well as a newly designed scale that operationalized the Malcolm Baldrige National Quality Award criteria. Subjects came from four city agencies: Data Processing, Planning and Development, Police, and Streets. Of 731 subjects surveyed, 424 produced useable responses. The results indicated that quality improvement (QI) is well institutionalized in Madison, but that the transformation has been gradual and still needs more structural and organizational efforts. Sixty-seven percent of respondents have been trained and 73% of these involved in QI. Fifty-seven percent of employees would encourage others to get involved, and 70% felt that union support and participation was warranted. Respondents rated their respective agencies high in areas like customer focus but low in QI related personnel policies and procedures. They felt that QI has had a positive impact on personal growth and decision making but a mixed effect on job satisfaction and improvement. They saw the city organizational culture as strong in supervisor and peer support but weak in task clarity and support for innovation.

Keywords

Total Quality Management (TQM),Employees,Organizational design,Local government,Case study,Culture,Transformation


Browse QIC Articles Chronologically:     Previous Article     Next Article

New Search

Featured advertisers





ASQ is a global community of people passionate about quality, who use the tools, their ideas and expertise to make our world work better. ASQ: The Global Voice of Quality.