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TQM And Organizational Change And Development By Thomas Packard, D.S.W. From Total Quality Management in the Social Services: Theory and Practice. Burton Gummer and Philip McCallion, Eds., Albany, NY: Rockefeller College Press, (1995). Table of Contents Introduction TQM as Large-Scale Systems Change People's Expectations and Perceptions Sources of Resistance Dealing with Resistance Exhibit I: A ...