NCJ Number
134910
Journal
Police Journal Volume: 65 Issue: 1 Dated: (January-March 1991) Pages: 56-61
Date Published
1992
Length
6 pages
Annotation
Total Quality Management (TQM), a strategic management approach which evolved from the private sector, may well be suitable for management of the Police Service, which is responsible for providing a high level of service quality.
Abstract
The main objective of TQM is to eliminate defects in the system, with all personnel involved from the top down. The concept requires a corporate effort designed to meet the needs of the identified customer, who is not necessarily the party to receive the ultimate service. TQM realizes that there are many internal customers within the system and that the processes of the system are interrelated using the output of other parts of the system. The primary drawback to TQM is the resource costs of implementing the system and carrying out long-term training. The alternative to introducing quality programs is to accept the cost of failing to get things right the first time. Because TQM is not compatible with some other management strategies, such as Management by Objectives, it can only work if it is part of the corporate strategy, and if it is used to direct resources within the system. 7 notes