Total quality management (TQM) has been around for nearly two decades, yet debates continue about its true value. Some view TQM as a management fad, a quick fix, for the latest business problem. TQM advocates, however, state that it must be embedded in the organization's culture and environment to be effective. It is not be viewed as a set of management tools to be taken out as things need fixing. This article presents a case study in the use of TQM. The Federal Lands Highway (FLH) Office, part of the Federal Highway Administration, implemented TQM 6 years ago. FLH has improved significantly in the areas of productivity, external customer satisfaction, and employee satisfaction. Key to making TQM work at FLH has been taking a long-term view of quality and improvement and striving always to reach those goals.


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Filing Info

  • Accession Number: 00712731
  • Record Type: Publication
  • Files: TRIS, USDOT
  • Created Date: Oct 19 1995 12:00AM