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Abstract

Florida faces a test of its ability to meet the needs of over 13 million citizens amid financial constraints, rapid population growth, a negative public perception of government and changes in the world economy. Faced with these issues, Governor Lawton Chiles has established goals of increased productivity in government, restoration of public confidence, and local control of many services. In addition to the legislature and governor agreeing to end the state career service system, Chiles has encouraged adoption of total quality management (TQM) as a way to increase productivity. In a managerial survey, 90% support partial implementation of TQM within their agency. While a total implementation is attractive, managerial support is not as strong as might be needed for such a major organizational change.