Expert Answer :Management Quality

  

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Case Study: Quality Comes to City
Hall
While there are many notable philosophers and theorists in the
field of quality management, their philosophies and theories
remain just that without practical application. While the quality
management gurus and criteria we have studied in Week 2
have been applied to multi-level, complex quality related issues
in many industries, in quality improvement for performance
excellence needs to address the culture as well as the quality
issue.
This case study involves the application of total quality
management based on Deming’s theories and practices by the
municipal government of Madison, Wisconsin. It is a story of
quality, innovation, operating excellence, and renewal, but
above all, this is a story of the impact that Deming’s total
quality management theories can have on external and internal
stakeholders when the concept of service is installed in
government.
Review the case study: Quality Comes to City Hall.
(Sensenbrenner, 1991) located in EBSCOhost in Business
Source Complete.
Citation: Sensenbrenner, J. (1991). Quality comes to city hall.
Nation’s Business, 79(10), 60.
Through research from sources provided in the course and
from academic and scholarly resources outside of the course,
determine, analyze and evaluate the following elements:
1. Determine how the quality management philosophies of
Deming, Juran, and Crosby were applied to the Madison,
Wisconsin’s city government practices.
2. Analyze the impact of Deming’s quality management concept
on the external and internal stakeholder cultures of Madison,
Wisconsin’s city government.
3. Evaluate how Crosby’s Zero Defects Theory of quality
management could improve the services provided by
government agencies.
Directions for obtaining the file: Access the Grantham
University library by clicking on the Resources tab from the
main page in GLife or from the Library Resource Center under
My Organizations in Blackboard. You will then click on the
EBSCOHost icon. Once you have accessed the database, simply
copy and paste the title of the article and press enter to search
and you should now have the file accessible to review.
The paper should contain the following APA formatted
elements:
4.
5.
6.
7.
8.
Title Page.
Abstract.
Body of the essay (Your researched response.).
Conclusion.
References Section.
The requirements below must be met for your paper to be
accepted and graded:
9. Write a response between 750 – 1000 words for the body of
the essay (The title page, abstract, conclusion and References
section are not counted toward the word requirement.)
(approximately 4-6¬ pages) using Microsoft Word in APA style,
10. Address all three elements fully.
11. Use font size 12 and 1” margins.
12. Use at least three references from outside the course material
(You may use the academic resources included in the Week 8
Bibliography.) one reference must be from EBSCOhost. The
course textbook and lectures can be used, but are not counted
toward the five reference requirement.
13. References must come from sources such as, academic and
scholarly journals and essays found in EBSCOhost, CNN, online
newspapers such as, The Wall Street Journal, government
websites, etc. Sources such as, Wikis, Yahoo Answers, eHow,
blogs, etc. are not acceptable for academic writing.
14. Cite all reference material (data, dates, graphs, quotes,
paraphrased words, values, etc.) in the paper and list on a
reference page in APA style. Provide citations everywhere
information from the sources is used for foundational support
and for validation of opinions.
15. Use the third person narrative and avoid the use of the first
and second person narrative and terms such as; I, me, myself,
you, your, yourself, we or us (or related form such as let’s (let
us) or we’ll, we’ve (we will / we have) among others). This will
prevent the author or other parties from becoming the subject
matter and will maintain the focus of the paper on the central
theme and subject matter found in the elements.
16. Be informational and avoid being conversational.

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