Implications of total quality management in federal services: the US experience

Examines the renewed interest in implementation of total quality management (TQM) in federal government services. In particular analyses the concept of customer service in the Federal Government and how it is perceived. Details three common misunderstandings which drive the development and propagation of myths about TQM in federal service operations. Concludes by outlining the basic requirements for implementing TQM and some advances already made, including how work by a National Performance Review Team has led to the formation of a partnership between the US Department of Agriculture’s agencies and customers to improve service quality.