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"The Successful Introduction of a Total Quality Management Cleaning Program"
Author: Smith, Richard E., and James D. Demarest
Published In: Proceedings of the 1993 Educational Conference
Date: 1993

Presentation at APPA's 80th Annual Meeting in St. Louis, Missouri. Describes the background that resulted in the Illinois State University Custodial Division adopting a Total Quality Management approach.  Describes how the culture was changed by TQM; steps to understanding and implementing TQM; ISU's experience; and the Kaizen skills of communication, cooperation, work orientation, quality orientation, and the ability to see errors and respond. Discusses computer programs that assist with staffing, scheduling, inventory, quality, and personnel management.

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