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Organizational Change and Total Quality Management



The incorporation of Total Quality Management (TQM) has developed a business philosophy within today’s law enforcement administration.  One of the issues with TQM is the measurement of satisfaction, as perceived and evaluated by the public.  In my experience, half of the people we deal with are displeased with the way a specific call for service is completed or handled.  There is also a percentage of calls where none of the parties are happy with the police.  With these considerations, what do you feel is a fair and equitable measurement of success or service for a community-oriented police department?  Do we need to modify the measurement criteria to meet the needs of each community?

just the questions need answered, and list references thanks

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