Total Quality Management in Human Service Organizations

Lawrence L. Martin is Professor of Public Affairs, Social Work and Public Administration at the University of Central Florida in Orlando. He was previously on the faculty of the Columbia University School of Social Work in New York City where he directed the program in social work administration. He is the author of 20 books and major monographs and over 100 articles and book chapters.

Quality Management The New Managerial Wave What is Total Quality Management (TQM)? TQM as a Philosophy of Management Quality as an Organizational Goal Collecting and Using Customer Quality Data Understanding and Controlling Variation Continuous Quality Improvement Through Teamwork Top Management Commitment Contractor Involvement A Plan for Implementing TQM