Linking Quality to Business Planning and Performance Goals in Local Government

By Robert W. Robertson and Paul Gill, District of Maple Ridge, British Columbia

The purpose of this article is two-fold: first, the article presents and discusses data from recent surveys of local governments in Canada, the United Kingdom and the United States. This component of the article will describe the specific challenges that must be addressed in the implementation of TQM at the local government level and, key components of successful TQM systems.

Second, the article describes in some detail the use of business planning and quality initiatives in the District of Maple Ridge, British Columbia. This case study discusses some of the challenges and opportunities related to the use of business planning and quality at an applied level.

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