This book is a compilation of articles detailing successes in the field of government quality. It was assembled and edited by Henry L. Lefevre
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Although the press loves to publicize government's foibles, there are many outstanding government employees working on innovative quality improvement and cost-saving projects. This book documents a few of them. It also includes case studies on how the results were attained.
"There is no excuse for poor service in the government sector or any service organization. It comes from poor management and lack of leadership, poor systems and lack of standard operating procedures." Katherine Sherrington, "Close Enough for Government Work," (Chapter 1)