AWWA ACE92019

AWWA ACE92019 The Creative Organization
Conference Proceeding by American Water Works Association, 01/01/1992

Gerstberger, Richard L.

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This paper provides an introduction of the concept of total quality management and how to implement it in an organization. The overview covers three underlying principles of TQM--customer driven, employee participation, and process-oriented. Fourteen rules are given, as are general instructions for implementing a TQM program, beginning with the manager.