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GGD-93-28R 1 (1993-04-14)

handle is hein.gao/gaobackhj0001 and id is 1 raw text is: GAO United States General Accounting Office Washington, D.C. 20548 General Government Division B-249779 April 14, 1993 The Honorable Daniel S. Goldin Administrator, National Aeronautics and Space Administration Dear Mr. Goldin: 148966 Total Quality Management (TQM) is a management approach that strives to achieve continuous improvement of quality through organizationwide efforts based on facts and data. TQM also focuses business processes on meeting the needs of customers, both internal and external. Although TQM traditionally has been associated with private sector organizations and their efforts to remain competitive and profitable, in recent years federal organizations have been attempting to implement TQM to cope with budget restrictions and better serve the public. We recently surveyed federal installations to determine the extent of their use of TQM and learned that 68 percent of the installations surveyed were implementing TQM.' An installation, as defined by the Office of Personnel Management, is a unit with a specifically designated head who is not subject to on-site supervision by a higher level installation head and who has been delegated some degree of authority in the performance of personnel management functions. Our survey covered over 2,800 installations, such as Internal Revenue Service Centers, Social Security offices, military depots, and NASA centers. Eight installations of the National Aeronautics and Space Administration (NASA) were included in this survey, and the purpose of this correspondence is to provide you a brief summary of the results as they apply to NASA as well as to compare NASA results with the results of all surveyed federal installations. We believe this information--particularly data on barriers to TQM--can be useful in your planning and as a baseline for judging future efforts. 'Ouality Management: Survey of Federal OrQanizations (GAO/GGD-93-9BR, Oct. 1, 1992). GAO/GGD-93-28R, TQM Implementation at NASA

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