This book shows how the quality management approach pioneered in Japan by Dr. W. Edwards Deming allows educational service centers to expand services and be more flexible by reducing waste and rework. Deming's method shows how to change from reactive management to a dynamic system of continuous improvement that restores worker pride, increases service reliability, and reduces cost. "Service with distinction" is discussed as the possible best defense against arbitrary budget cuts, and user satisfaction, better utilization of resources, and better service reliability are major benefits which can be achieved by using the quality management principles outlined. Through a systems approach, this book helps educational media/technology managers and staff improve the quality of their services through the application of Deming's management principles. It provides ways to break down traditional organization charts, discover ways to build employee team work, and improve services to increase productivity. The use of Deming's methods--working with suppliers, understanding "total cost," eliminating work quotas, and designing services for quality performance--is not only applied to educational media and technology centers, but also corporate audio-visual units, computer centers, and government technology training centers. The "Topic Finder Cause and Effect Chart" at the beginning of the book was created to help readers find key concepts quickly, especially when using the text as a reference after reading through it. Three appendices are entitled: "Quality Charts,""Quality Management and the Video/Film Industry," and "Technological Overkill and the Failure to Understand Profound Knowledge." A "Bibliography and Resource List" contains over 100 references, including videotapes and associations and organizations. Contains 6 pages of references. (MAS)