Public Sector Quality Comes of AGE: Tacoma's Story

机译：公共部门的质量来自AGE：塔科马的故事

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Government shares with te private sector the need to provide effective and efficient services to its customers. Realizing this, Tacoma City management has adopted total quality principles and practices to enhance customer sevice and ensure continuous improvement. After some initial learnings, the City's implementation was carefully structured to ensure success. A phased approach was taken using the City Council's strategic priorities as a guide for selecting improvement activities. The initial focus of the implementation included training a core group of employees and launching a total of ten process management and problem-solving quality teams. Team design utilized principles from the "Stuff Americans Are Made Of" (Hammond and Morrison, 1996) to increase overall effectiveness. By May 1997, the work of all teams will be nearing completion with mature results available to share with other agencies.

机译：政府与私营部门一样，需要为其客户提供有效和高效的服务。为此，塔科马市管理层采用了全面质量原则和实践，以增强客户服务并确保持续改进。经过初步了解，纽约市的实施经过精心设计以确保成功。采取了分阶段的方法，以市议会的战略重点作为选择改善活动的指南。实施的最初重点包括培训一组核心员工，并启动了总共十个流程管理和解决问题的质量团队。团队设计利用了“美国人做的东西”（Hammond and Morrison，1996）中的原理来提高整体效率。到1997年5月，所有小组的工作将接近完成，成熟的成果可与其他机构分享。

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《ASQC(American Society for Quality Control)'s 51st annual quality congress proceedings》|1997年|p.782-787|共6页
会议地点 Orlando FL(US)
作者
Genelle Birk; Ray E. Corpuz; Jr.;
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正文语种 eng
中图分类工业经济;
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Public Sector Quality Comes of AGE: Tacoma's Story

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