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"Chapter 6: Case Studies in TQM/The Introduction of TQM at Vanderbilt University"
Author: Kilpatrick, Diane
Published In: Building Quality: TQM for Campus Facilities Managers
Date: 1994

1 of 6 case studies in this chapter.  Describes the introduction of total quality management at Vanderbilt University, which was preceeded by a values-building program called Service with Enthusiasm.  Includes steps taken to implement pilot projects, training, plant operations pilot project and subsequent TQM initiatives, and conclusions.  Includes process flow chart, form used to analyze collected data on transaction report process, and solution evaluation criteria matrix.



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