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) (See PDF)

Citation: Sensenbrenner, J. (1991). Quality comes to city hall. Nation’s Business, 79(10), 60.

Through research from academic and scholarly resources, 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.

The paper should contain the following APA formatted elements:

1. Title Page
2. Abstract
3. Body of the essay
4. Conclusion
5. References Section (At least 3)