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146030 1 (1992-01-01)

handle is hein.gao/gaobacwig0001 and id is 1 raw text is: EXPLORING QUALITY MANAGEMENT 2 Mary R. Hamilton, Allan I. Mendelowitz, &Richard L. Fogel at How-and why-the General Accounting Office plans to change the way it works. HE U.S. GENERAL Accounting Office is adopting a new agencywide management system-a version of total quality manage- ment (TQM) specifically adapted to the character and mission of GAO. Experts have visited GAO to explain quality management and the ways in which other organizations have made it work; a GAO Quality Council meets regularly to determine how to make it work here; and pilot projects have been under way since the fall of 1990 in two GAO divi- sions. And in November 1991, GAO adopted a plan to guide the first two years' implementation of quality management in the agency1 Change on this scale takes time, effort, and commitment. But GAO already produces high- quality products, enjoys a superb reputation, and attracts and retains some of the best people in gov- ernment. So why should it turn to a new manage- ment approach? MARY R. HAMILTON is Director of the Office of Quality Management at GAO. ALLAN I. MENDELOWITZ is Director of the Trade, Energy, and Finance Issues Area in GAO's National Security and International Affairs Division. RICHARD L. FOGEL is Assistant Comptroller Generalfor General Government Programs. WINTER 1991/92 39 )

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