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GGD-93-17R 1 (1993-03-31)

handle is hein.gao/gaobackgy0001 and id is 1 raw text is: United States GAO General Accounting Office Washington, D.C. 20548 General Government Division B-249779 March 31, 1993 The Honorable John W. Shannon Acting Secretary of the Army 148879 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, and Army depots. Two hundred ninety-seven installations of the Department of the Army 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 the Army, as well as to compare Army results with the total results of all surveyed 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 Organizations (GAO/GGD-93-9BR, Oct. 1, 1992). 1 GAO/GGD-93-17R, TQM Implementation in the Army

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