Part One: What Is Total Quality Management?

1. How TQM Can Strengthen Government Performance

2. The Basic Concepts of TQM

3. How TQM Revolutionizes Management

Part Two: Implementing Total Quality Management in Public Organizations

4. Getting Prepared: Understanding and Overcoming Barriers to Change

5. Taking the First Steps: Analyzing Your Work

6. Managerial Strategies for Implementing TQM

Part Three: Total Quality Management in the Real World

7. Bringing TQM to the Environmental Protection Agency's Office of Underground Storage Tanks

8. TQM Success Stories

9. Making TQM Work in Government: Real-World Strategies Steven Cohen is associate dean, school of international and public affairs, and director, graduate program in public policy and administration, Columbia University. He is author of The Effective Public Manager (Jossey- Bass, 1989). Ronald Brand, a management consultant, is former director, office of underground storage tanks, U.S. Environmental Protection Agency.