Application of TQM principles in an administrative area: a success story

The author describes the application of basic total quality management principles to the solution of a significant problem in an administrative area. He first describes the problem, and then covers the formation of a team. A description follows of how the team used the tools of brainstorming, process flow analysis, data collection, solution development, and validation to work on the problem and achieve a mode of on-going process improvement. Lessons learned, problem areas, and things that would be done differently are also discussed