Total quality management (TQM) is based on the fundamental philosophy that it is always more effective to do something right the first time than it is to correct deficiencies. It seeks to improve quality and increase customer satisfaction by restructuring traditional management and organizational practices. Common characteristics of TQM include the following: customer-driven; strong leadership; employee participation; continuous improvement; action based on facts, data, and analysis; and prevention versus inspection. TQM was initially applied to manufacturing, although it is now finding applications in the service sector, including health, finance, and human services. TQM can be applied to employment and training activities such as Job Training Partnership Act (JTPA) Title IIA adult training programs. JTPA programs include performance standards such as employment rate and earnings at follow-up. Activities that lead to these performance standards include recruitment, certification, training and supportive services, placement, and retention and follow-up. The tenets of TQM can be applied to this process by planning backward from desired outcomes to initial activities. For JTPA this means planning should start with retention and work backward toward recruitment. In this way, performance standards can be used as the basis of employment and training TQM. Continuous monitoring is necessary to ensure that program standards are updated and that activities are revised to help program participants meet the standards. TQM can benefit service providers, service delivery areas, and the JTPA system by more effective use of resources, and will result in participants being trained to meet the quality expectations of employers. (Contains 9 references). (KC)