DeLaney, Bill (1993, Marcel Dekker, Inc. and ASQC) USDA Forest Service
Total Quality Management (TQM) has been employed in many areas of government to improve team building and customer service in the workplace and to focus the workforce on building better quality. But at the other end of the organizational spectrum, is TQM applicable to policy setting and decision making at the top-management level of government? Bill DeLaney suggests that it is indeed applicable and provides a current example of how the Forest Service (U.S. Department of Agriculture) has employed key principles of quality management to the process of setting new direction and strategy for the agency. By "listening to customers," being "truly open to change," and "learning to cope with competing customer demands," Forest Service leaders have set a dramatic new course for the management of the National Forests and Grasslands. The application of these quality principles represents an ongoing management philosophy of new thinking, open dialogue with customers, and a continuous balancing of customer needs.
Customer service,Environmental management systems (EMS),Forest service,Federal government,Upper management,Total Quality Management (TQM),Policy deployment