Even though revenues to cities in the United States have been rising in the early 1990s, many cities found that they were having great difficulty paying their bills.

But state and local governments can be made to work. There are alternatives to the bulimic spend- and-trim cycles that have plagued them for decades. Look behind the headlines about fiscal crises and rising taxes, and you 'll find a growing number of officials quietly embracing concepts that have transformed American industry over the past decade—quality, teamwork, outsourcing, and yes, customer service. 121. © 1991 Time Inc. All rights reserved.!

a. How does the concept of civil service for employees mesh with and/or deter the concept of TQM?

b. What instances have you seen in your city or state in which fees or taxes were increased with no increase in service?

с. What instances have you seen in your city or state in which fees or taxes were increased with equitable increases in service?

d. Have there been instances in your city or state in which fees or taxes were reduced because of some governmental program? If so, describe the situation.

e. What are the differences in the incentives offered to workers in private in¬ dustry and in government to provide high-quality products and services?

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