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Contents

Acknowledgment

Introduction. R. Gregory Browning and Hunter Morrison

One. Why We Did It

Two. The Cleveland Operations Improvement Task Force

Three. The Audit

Four. The Cleveland OITF and Total Quality Management

Five. The Mayor’s Operation Volunteer Effort and How to Sustain Your Gains

Six. The Pivotal Role of Foundations

Afterword. Thirty-Five Years Later A Planner’s Perspective Hunter Morrison

Notes

Further Reading

About the Author