Improving emergency management: A total quality management approach

We address the problem of managing emergencies in complex environments and examine the concepts of total quality management (TQM) as a means of increasing organisational capacity to reduce and/or respond to threatening events. The TQM approach initiates and integrates improvement in three fundamental areas of organisational design and operation: technical, organisational, and cultural. We apply this approach to the interactive environment of hazardous materials management and present an “action plan” for introducing TQM into community planning for risk reduction and response, focusing on the technical, organisational, and cultural components of the process. We present evidence of increased performance in reducing hazardous materials risk from field reports of communities that have adopted TQM practices. Finally, we conclude that TQM serves as a generative means of revitalising, renewing, and enabling community engagement in hazardous materials management.