Changing the Culture Implementing TQM in an IT Organization

Apr 30th, 2015
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University of Michigan - Ann Arbor
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During the last several months, great interest has been generated within the higher education community in Total Quality Management (TQM). Several colleges and universities are now putting TQM programs in place. NACUBO, CAUSE, and EDUCOM are offering seminars in TQM. This focus on quality is borrowed from the industrial sector, where product quality is mandatory if companies are going to meet the challenges of increasing competition.

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Changing the Culture Implementing TQM in an IT OrganizationCopyright 1992 CAUSE FROM _CAUSE/EFFECT_ VOLUME 15, NUMBER 2, SUMMER 1992. Permission to copy or disseminate all or part of this material is granted provided that the copies are not made or distributed for commercial advantage, the CAUSE copyright and its date appear, and notice is given that copying is by permission of CAUSE, the association for managing and using information resources in higher education. To disseminate otherwise, or to republish, requires written permission.For further information, contact CAUSE, 4840 Pearl East Circle, Suite 302E, Boulder, CO 80301, 303-449-4430, e-mail info@CAUSE.colorado.edu CHANGING THE CULTURE: IMPLEMENTING TQM IN AN IT ORGANIZATION by Samuel J. Plice ABSTRACT: Total Quality Management is a structural system for creating organization-wide commitment to implementing a continuous improvement process for more effectively meeting the needs of customers. At the University of Michigan, the Information Technology Division (ITD) has taken the lead in pursuing TQM. This article describes some of the basic premises of TQM, how it is being implemented within ITD, and what has been achieved so far. ************************************************************************ Sam Plice is Chief Operating Officer of the University of Michigan's Information Technology Division, which provides academic and administrative computing services and telecommunications support. He was Director of Admi

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