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QICID: 24532
Title: The Road to Improvement
Copyright: ASQ
Author: Baranzelli, John D.
Organization:
Subject: Case study, State government, Public sector, Quality management system (QMS), ISO 9000, Registration, Quality management principles, Continual improvement;
Series: Quality Progress, Vol. 41, No. 8, August 2008, pp. 28-35
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Abstract: Registration of public organizations to ISO 9001 quality standards can be difficult because of their complex operations, but the Illinois Department of Transportation (IDOT) achieved registration in 2006 for all its processes by focusing on the eight quality management principles outlined in ISO 9000. The internal audit system was overhauled to include a systematic review of the quality management system. By keeping the focus on addressing the fundamental principles of quality management, IDOT has created a culture of continual improvement and improved the ability of the agency to exceed the expectations of its customers.
Number of pages: 8
Price for ASQ Members: $5.00
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