Introduction Putting the customer first Managing government today Changing the way we do business in government What we learned Purpose of this book Foundations of total quality management What is total quality management? Deming and juran: the profits from america The quality control handbook Phil Crosby Total quality management cornerstones Total quality management beliefs The principles of total quality management Implementing total quality management Designing a TQM high performance organization Vision Our TQM vision TQM mission TQM strategic plan First six months Second six months Second year Third year Customer focus Government customers The trapped customers Top down management mentality Customer-driven decisions We all work for customers Government's No. 1 goal: to meet or exceed customer expectations What about all the government customers who don't want government services? The role of management Empowerment Knowing the external customer Customer surveys are not enough Example of a survey developed by front-line associates Exceeding customer expectations Developing the customer survey and improving the process Data-driven improvement Flowcharts Cause-and-effect diagrams Pareto charts Histograms Scatter diagrams Run charts Control chartas Continual process improvement Process management Process defined Process improvement Scientific management versus process improvement Becoming a process thinker The process improvement sequence Process improvement checklist Process improvement teams Working in process improvement teams Definition of process improvement teams Cross-functional teams and project teams Empowering individuals Empowering process improvement teams Empowering process improvement teams Process improvement team meetings Quality meeting Resolving conflist Evaluating teams Team presentations Tracking teams TQM action register Process improvement guides Team analysis Leading total quality management How tough are you? Don't go it alone - get needed support TQM leaders are believers TQM leaders are change agents What is TQM leadership? Total quality management leadership traits TQM leadership skills TQM leadership behavior: what do TQM leaders do? Leadership award criteria How do TQM leaders effectively use power? How can people and systems change?Transformational leadership Communication, training and recognition What is meant by "communicating quality" TQM residual messages Communication goal Communication strategy Quality awareness Selecting a text and creating a booklet The use of internal focus groups and surveys The newsletter The quality council Departmental values Value-signing day Quality improvement training Effective training leads to personal development Investing in human capital Moving away from the win-lose mentality How does everyone become a winner? TQM as a profession Empowerment and teamwork produce self-motivated and self-directed learners Trainers Training and education: perceiving associates as customers TQM trainers: change agents Quality improvement recognition The quality improvement recognition form Leadership award TQM division award Criteria for division awards Division quality councils Best of the best Articles written by associates Graphically displaying data Celebrations with the TQM band There's no ceiling on recognition Performance management Annual performance evaluations Personal agendas Working in teams Back to reality Standardperformance appraisals TQM performance expectations Performance assessment(behavioral observations) Performance development Performance goal setting Action planning Action Reinforcement Selection process Implementing total quality management How to maintain sanity TQM vision Our goal Change strategy Phases in implementing total quality management - part 1 Implementation of TQM - part 2 Organization assessment and sustaining TQM Internal observations The president's quality award program Sterling award application Sustaining TQM initiatives

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