TOTAL QUALITY MANAGEMENT INVESTIGATIONBY MICHAEL L. DONAHUE Total quality management, a step-by-step approach to continuous performance improvement and delivery of quality products and services to customers, could be the management tool of the `90s. TQM, as it is commonly called, was designed for use in both government and private-sector organizations to help achieve a balance between customer and employee satisfaction. "Total quality" means meeting (and in most cases exceeding) what the customer needs and expects 100 percent of the time--without flaws, errors, or waste. This article explains how to implement TQM to improve the process of fire and arson investigation. While TQM initially...

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