Abstract
This presentation is aimed at helping attendees implement TQM successfully in their IT organizations. It will describe our main TQM activities, the tools and techniques we have used, and the way this has changed many of the things that we do. It will confess to mistakes that we made, suggest things we wish we had done differently, and report on the things that seem to work well for us. As reported at CAUSE'92, TCCS (Tufts Computing & Communications Services) started its TQM activities by analyzing the Voice of the Customer. Subsequently, we have identified eight areas as most critical to improving the way we meet our customer needs, and during 1993 we have undertaken a number of activities to satisfy our customers better. These range from telling our customers about our services, all the way up to developing university-wide commitment to IT planning