Cost of Quality in a local authority

Christchurch City Council (CCC) serves a population of 300,000 in the South Island of New Zealand and was the winner of 1993 Carl Bertelsmann Prize for excellence in local government by the Bertelsmann Foundation of Gütersloh, Germany. In 1990, CCC conducted a benchmarking initiative and identified the city of Madison, Wisconsin, USA, as an appropriate benchmark for best practice in local government. The application of TQM in Madison City convinced CCC that a TQM-based business improvement stra...

BPIR Categories

14.3.3 Implement an org-wide continuous improvemnt program
14.1.1 Design & deploy performance measurement system
11.1.2 Manage resource allocation
6.3.1 Identify/schedule resources for service requiremnt
6.4.1 Improve process/service performance