亨利县公共服务管理局（PSA）正在转向全面质量管理（TQM）理念。PSA是一家为弗吉尼亚州亨利县提供供水和下水道服务的服务机构。为了确定全面质量管理项目所需的方向，已经进行了几项基线研究。员工问卷、客户意见调查和数据处理需求评估显示了PSA内部的不同改进方向。根据这些信息，制定了全面质量管理实施的战略计划。选出一个领导团队。实施计划由该团队执行。员工接受基本的全面质量管理教育。 进行功能规划。TQM系统在员工教育后实施。开始流程监控和改进。审查和改进过程变更，并重复该循环。本文提供了一个适合服务组织的全面质量管理实施过程。

The Henry County Public Service Authority (PSA) is moving into a total quality management (TQM) philosophy. PSA is a service organization providing water and sewer service to Henry County, Virginia. In order to determine the direction required for a TQM program, several baseline studies have been conducted. An employee questionnaire, a customer opinion survey and a data processing needs assessment show different directions for improvement within PSA. From this information, a strategic plan for TQM implementation is developed. A leadership team is chosen. Implementation planning is conducted by this team. Employees are given basic TQM education. Functional planning occurs. The TQM system is implemented after employee education. Process monitoring and improvement begin. Process changes are reviewed and improved, and the cycle is repeated. The paper provides a TQM implementation process appropriate to a service organization.