Part I - Empirical methods and quality management 1 - The quality standard Responsibility for quality Distinctive features of quality products A style of management Scientific characteristics of quality management System analisys Behaviorism Principles of quality management 2 - The quality standard Principles Part II - Quality processes, structures, and personnel 3 - Processes and the quality movement The overriding importance of proccess Characteristcs of quality human resource management proccesses 4 - Processes and the quality movement Quality recruitment and selection Quality education and training Quality compensation and promotion 5 - Processes and the quality movement Quality budget-policy processes Quality procurement processes 6 - Structures and the quality movement The importance of structures Characteristics of quality structures Teams, partnerships, and networks 7 - Personnel and the quality movement Personnel are crucial Characteristics of quality personnel Line pernonnel Middle-level personnel Top-level personnel Staffs Part III - Improving and advancing quality public management 8 - Improving quality public management Strengthening and extending quality attitudes Reducing commitments to ideologies Eliminating total-ism Better research Decrease unionism 9 - Advancing quality public management The quality governance association Personal attributes and behaviors of association members Strategic role for quality chief executives The success of the association Appendix A - Quality management theorists, practitioners, and association Appendix B - Critiques and assessments of quality management and of the quality movement in government Notes References Index