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GGD-93-26R 1 (1993-03-30)

handle is hein.gao/gaobackgs0001 and id is 1 raw text is: 

             United States
GAO MI       General Accounting Office
             Washington, D.C. 20548

             General Government Division

             B-249779

             March 30, 1993

             The Honorable Janet Reno
             The Attorney General                           148870

             Dear Madam Attorney General:

             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, Drug Enforcement Administration,
             Immigration and Naturalization Service, and Bureau of Prisons
             field offices. One hundred and six installations of the
             Department of Justice 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 Justice as well as to
             compare Justice 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.



             'Ouality ManaQement: Survey of Federal OrQanizations
             (GAO/GGD-93-9BR, Oct. 1, 1992).
                                      GAO/GGD-93-26R, TQM Implementation at Justice





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