Richard R. Deckro
Total Quality Management II
This paper investigates and identifies Total Quality methods being used in professional service organizations. Interviews were conducted of legal firms, engineering firms, government organizations and management consulting firms with total quality as the focus. Each firm either has started to implement total quality or has future plans to do so. Although total quality is difficult to implement in professional service organizations, those that do so will ultimately be rewarded.
Anderson, Gary B. and Schroeder, Bryce G., "Total Quality Management in Professional Service
Organizations" (1993). Engineering and Technology Management Student Projects. 976.