Transforming a Management System – A Case Study From the Madison Wisconsin Police Department

Curious Cat

Field operations are decentralized into four areas of the city – central, south, east, north and west. Operating the department based on the Principles of Quality Leadership. This style of leadership was based on a mixture of Total Quality Management (TQM) and a values and character based leadership approach to encourage an organization’s continuous improvement; improvement being high quality services defined by the satisfaction of citizen-customers.