| Abstract: | Unforeseen issues during the 1980s slowly eroded the infrastructure of the Woodbourne Center, a residential treatment center in Baltimore, Maryland. A search for alternative organizational and management styles was initiated to minimize a sense of mistrust in management, inconsistency in accountability, and ineffective flow of communication. Total Quality Management, TQM, was selected as a possible solution. This paper presents the Woodbourne experience in implementing TQM in a residential treatment center. Discussed are: (I) components of TQM selected for adoption; (2) techniques for identifying issues and problem areas; and (3) assessment. Resented are twelve month data indicating personal and professional growth and sustained attitudiial changes in locus of control and self-efficacy. A discussion of the role of TQM within the auspices of the residential treatment center is presented. |
