While there are many notable philosophers and theorists in the field of quality management, their philosophies and theories remain just that without practical application. While the quality management gurus and criteria we have studied in Week 2 have been applied to multi-level, complex quality related issues in many industries, in quality improvement for performance excellence needs to address the culture as well as the quality issue.
This case study involves the application of total quality management based on Deming’s theories and practices by the municipal government of Madison, Wisconsin. It is a story of quality, innovation, operating excellence, and renewal, but above all, this is a story of the impact that Deming’s total quality management theories can have on external and internal stakeholders when the concept of service is installed in government.
Review the case study: Quality Comes to City Hall. (Sensenbrenner, 1991) located in EBSCOhost in Business Source Complete. http://web.b.ebscohost.com/ehost/detail/detail?vid=4&sid=761b7aab-a4b0-486a-9d6e-946070a6fc41%40sessionmgr103&bdata=JnNpdGU9ZWhvc3QtbGl2ZQ%3d%3d#AN=9106030281&db=bth
Citation: Sensenbrenner, J. (1991). Quality comes to city hall. Nation’s Business, 79(10), 60.
Through research from sources provided in the course and from academic and scholarly resources outside of the course, determine, analyze and evaluate the following elements:
- Determine how the quality management philosophies of Deming, Juran, and Crosby were applied to the Madison, Wisconsin’s city government practices.
- Analyze the impact of Deming’s quality management concept on the external and internal stakeholder cultures of Madison, Wisconsin’s city government.
- Evaluate how Crosby’s Zero Defects Theory of quality management could improve the services provided by government agencies.
Directions for obtaining the file: Access the Grantham University library by clicking on the Resources tab from the main page in GLife or from the Library Resource Center under My Organizations in Blackboard. You will then click on the EBSCOHost icon. Once you have accessed the database, simply copy and paste the title of the article and press enter to search and you should now have the file accessible to review.
The paper should contain the following APA formatted elements:
- Title Page.
- Body of the essay (Your researched response.).
- References Section.
The requirements below must be met for your paper to be accepted and graded:
- Write a response between 700 words for the body of the essay (The title page, abstract, conclusion and References section are not counted toward the word requirement.) using Microsoft Word in APA style,
- Address all three elements fully.
- Use font size 12 and 1” margins.
- Use at least three references from outside the course material (You may use the academic resources included in the Week 8 Bibliography.) one reference must be from EBSCOhost. The course textbook and lectures can be used, but are not counted toward the five reference requirement.
- References must come from sources such as, academic and scholarly journals and essays found in EBSCOhost, CNN, online newspapers such as, The Wall Street Journal, government websites, etc. Sources such as, Wikis, Yahoo Answers, eHow, blogs, etc. are not acceptable for academic writing.
- Cite all reference material (data, dates, graphs, quotes, paraphrased words, values, etc.) in the paper and list on a reference page in APA style. Provide citations everywhere information from the sources is used for foundational support and for validation of opinions.
- Use the third person narrative and avoid the use of the first and second person narrative and terms such as; I, me, myself, you, your, yourself, we or us (or related form such as let’s (let us) or we’ll, we’ve (we will / we have) among others). This will prevent the author or other parties from becoming the subject matter and will maintain the focus of the paper on the central theme and subject matter found in the elements.
- Be informational and avoid being conversational.