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  • Quality Comes to City Hall

    Shrinking revenues and taxpayer uprisings that threatened the town of Madison, Wisconsin's financial security led the author, during his six years as mayor, to introduce W. Edwards Deming's business quality concepts to city government. He learned that, like problems in business, problems in government are more likely to lie in flawed systems than in flawed workers, and that empowered frontline employees generate more improvements than management can.
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