Case Study: TQM and the Government - The Importance of Leadership and Personal Transformation

Journal for Quality and Participation vol. 32 issue 3 - October 2009

Abstract: An analysis of three applications of Total Quality Management (TQM) in the government sector demonstrates the importance of leadership and a unified organizational vision. The Oregon Judicial Department’s TQM project was judged a marginal success due to the court’s failure to recognize that TQM is a management philosophy requiring leadership, commitment, and a central purpose. In contrast, Florida’s Fourth District Court of Appeals provided results that demonstrate TQM success when leaders are fully committed and communicate a clear purpose to the organization. Barriers to TQM implementation in the Texas Department of Mental Health and Retardation involved the need for leadership to demonstrate personal change in order to set an example for the organization. More information on the implementation of TQM in government is available online.

Keywords: Government; State government; Organizational improvement initiatives; Total Quality Management (TQM); Management commitment; Leadership; Change management; Case study