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GGD-93-19R 1 (1993-03-30)

handle is hein.gao/gaobackgp0001 and id is 1 raw text is: UntdStates G AO) General Accounting Office Washington, D.C. 20548 General Government Division B-249779 March 30, 1993 The Honorable Ronald H. Brown The Secretary of Commerce 148862 Dear Mr. Secretary: 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, the Patent and Trademark Office, and the National Technical Information Service. Thirty-nine installations of the Department of Commerce 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 Commerce as well as to compare Commerce results with the total 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. 'Quality Management: Survey of Federal Organizations (GAO/GGD-93-9BR, Oct. 1, 1992). GAO/GGD-93-19R, TQM Implementation at commerce

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