NCJ Number
139473
Journal
FBI Law Enforcement Bulletin Volume: 61 Issue: 11 Dated: (November 1992) Pages: 1-7
Date Published
1992
Length
7 pages
Annotation
The Brighton Police Department (Colorado) used TSQ (total service quality) as a strategic tool to improve the quality of police services.
Abstract
TSQ is a strategic tool that establishes a new harmony between the intentions and operations of the police and the expectations and requirements of the public. "Total" means that every member of the department is an active and willing participant in the delivery of superior quality services. It also signifies a full commitment to customer satisfaction. "Service" refers to customer-driven performance rather than the more common connotation of servitude. "Quality" is recognized as the antithesis of waste and errors, which places the greatest drain on police resources. Because service quality depends on the customer's personal experience, only the customer is qualified to judge whether or not the quality of a service rendered has been sufficient. The objective of TSQ is to manage the customer's experience by efficiently and effectively satisfying customer needs, such that there is a general perception in the community that police officers are high-quality, value- adding service providers. If TSQ is to become a way of life in a police department, three sources of support are essential: technology, leadership, and design. The plan of action used by the Brighton Police Department to implement TSQ involved the creation of a service mission that would pervade the department's culture, the development and strengthening of interpersonal communication skills of all personnel, and the building of the self-esteem and self- confidence of patrol officers to improve behavioral flexibility and tolerance in dealing with others. Since the full implementation of TSQ, internal investigations of complaints of officer misconduct dropped from 15 in 1985 to only 2 in 1990. Additionally, attitude complaints were entirely eliminated. 4 notes