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GGD-93-20R 1 (1993-04-02)

handle is hein.gao/gaobackhh0001 and id is 1 raw text is: United States GAO General Accounting Office Washington, D.C. 20548 General Government Division B-249779 April 2, 1993 The Honorable Jesse Brown Secretary of Veterans Affairs 148952 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 year federal organizations have been attempting to implement TQM 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 th installations surveyed were implementing TQM.' An installation, as defined by the Office of Personnel Management, is a unit with a specifically designated head wh 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, suc as Internal Revenue Service Centers, Social Security offices military depots, and Veterans Affairs hospitals. Two hundre four installations of the Department of Veterans Affairs (VA 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 Veterans Affairs as well as to compare Veterans Affairs results with the total results of a 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. 'Quality Manaaement: Survey of Federal Organizations (GAO/GGD-93-9BR, Oct. 1, 1992). GAO/GGD-93-20R, TQM Implementation in Veterans Affairs ) . q1: 4g 2

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