Making TQM Work: Quality Tools for Human Service Organizations (Springer Series on Social Work)

This textbook and the accompanying experiential exercises were written to enhance the knowledge and skill base of human service managers of the various tools used in total quality management (TQM). With a focus upon the application and implementation of TQM tools, topics include building quality in the workplace, TQM and quality tools, planning for continuous quality improvement, team building, group interaction tools and Pareto analysis, problem identification and analysis, work process improvement, financial management, benchmarking, and charting the future. Annotation c. Book News, Inc., Portland, OR (booknews.com)