This report looks at the experience of one local government that adopted total quality improvement
(TQI) principles, committed resources to implementing them, build on its successes from year to year, and is
now reaping the benefits of a workforce trained and managed in a maturing TQI environment. Chesterfield County, Virginia, traces its commitment to quality back more than two decades, but the formal implementation of TQI came in 1992 at the request of the county board of supervisors. (19 pp.)