In the USA the Strong Museum at Rochester NY made major moves in the TQM
direction 3/4 years ago, and the Board President, Rollie Adams & staff
members gave a session on this at the AAM (Philadelphia I think - I have
the audio tape but can't check till after the weekend as it's in my
office.)
In the UK the Leicestershire Museums, Arts & Records Service has also
tried the TQM route over recent years.
Both began with professional consultants or facilitators - not cheap,
especially for a very small organisation such as yours.
ALSO... TQM shouldn't be seem as just another visitor services or even
resource allocation issue, as you suggest, the whole point is that it has
to be TOTAL. One of the Strong's problems (as I remember it) was that for
budget reasons they began the process of TQM development and training etc.
with the Board and Management Team only in the first year or so, risking
widening rather than narrowing any "us and them" divide.
Patrick J. Boylan (Professor of Heritage Policy and Management)
City University, Frobisher Crescent, Barbican, London EC2Y 8HB, UK;
phone: +44-171-477.8750, fax:+44-171-477.8887;
Home: "The Deepings", Gun Lane, Knebworth, Herts. SG3 6BJ, UK;
phone & fax: +44-1438-812.658;
E-mail: [log in to unmask]; Web site: http://www.city.ac.uk/artspol/
======================================
On Sat, 19 Jun 1999, jay wrote:
> Fellow Listers:
>
> We are considering adopting TQM or the "Total Quality Management"
> philosophy at our facility. We are a small but growing institution with
> four full time and four part time staff. There will be some expansion in
> the near future which will require additional personnel as well spread out
> the current staff. We, of course, have been working as a team for quite
> some time, but we are interested in this primarily from a visitor services
> and resource management & allocation perspective. Does anyone have any
> experience with museums that have adopted TQM? All thoughts on this
> subject would be appreciated. Thanks in advance...
>
> Jay Smith
> Hutchinson, Kansas
>
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