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"The M-Quality Journey"
Author: Christenson, James E.
Published In: Facilities Manager
Date: March/April 1999

In 1991 the University of Michigan applied the quality principles advanced by W. Edwards Deming and others to the academic setting and developed their M-Quality Program.  By 1999, academics had rejected the program and its notion of students as customers while the Physical Operations Divisions continues to use M-Quality to adapt the work culture to the 21st century.  Describes process, commitment to high quality customer service, training, and objectives.

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