APPA Library

"Chapter 3: Six Actions Areas for Total Quality Management"
Author: Reynolds, Gary L.
Published In: Building Quality: TQM for Campus Facilities Managers
Date: 1994

Describes six action areas and how they must be included in a total quality management program: become customer-centered, provide leadership, improve communication, continuously improve, ensure accountability, and provide a quality work environment. Figures include attributes of a service, leadership styles, cycle of continuous improvement, and how constancy of purpose creates stability in the workplace.

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