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Seminar shows quality management works in cities.

Everyone, it seems, is talking quality: "quality services," "quality products" and the all too well known "lack of quality" that we surmise is a haunting indication that someone just doesn't care.

But what is quality? How do we grow and measure it? And how do we get ourselves and our organizations both visibly excited about it and skilled in techniques for achieving it--from the top of our local government structure to the bottom? How do we deliver local government services with care and quality written all over them?

The answers to these questions are the foundation for an approach for managing organizations called Total Quality Management--a well known term to many prospering businesses and a rapidly expanding area of opportunity for breathing new life into public sector operations.

Sensenbrenner, former mayor of Madison, Wisc. and former Deputy Attorney General for the state, was the first public official to adopt the techniques of TQM on a city-wide scale. Struggling with a declining economy, decreasing revenues, and public pressure for reducing expenditures, Sensenbrenner and his assembled team of city employees and quality advocates, began using TQM as an approach for restructuring the city's decision making and service delivery systems during the beginning of his first term.

From 1983 to 1989, Sensenbrenner pioneered service improvements in virtually every municipal activity of Madison. Madison's advances in policing, streets, day care, data processing, and other area have drawn considerable attention from public and private sector leaders throughout the country. In 1988, The Quality Review included Sensenbrenner on their list of the "Ten Most Influential Figures in Quality Improvement."

Although Sensenbrenner is now one of many officials who have witnessed the important changes that TQM can bring to government, he is a uniquely gifted and energized teacher of TQM--both the principles of TQM as well as its real world application and cost effectiveness within city government.

As a consultant on the public sector application of TQM, Sensenbrenner has assisted state and local governments throughout the United States and internationally with methods for building decision making and service delivery systems that promote high standards of quality and customer service. Most recently, Sensenbrenner has instructed seminars for the International Symposium on Productivity and Quality Improvement and Washington State University.

Individuals interested in attending the Leadership Training Institute seminar may contact NLC's Center for Education and Information Resources, telephone (202) 626-3170 or Fax (202) 626-3243. The charge for this seminar is $125.
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Title Annotation:Total Quality Management seminar to be offered on March 7, 1992
Author:Ashton, Mary
Publication:Nation's Cities Weekly
Article Type:Brief Article
Date:Feb 24, 1992
Words:403
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