TQM Implementation at Justice

Gao ID: GGD-93-26R March 30, 1993

GAO reviewed the Department of Justice's (DOJ) implementation of total quality management (TQM). GAO found that: (1) 57 percent of DOJ installations had implemented TQM and about 45 percent were planning to implement TQM; (2) 58 percent of DOJ installations were in phase 4 or 5 of TQM implementation, which was significantly higher than government installations in general; (3) the majority of DOJ installations reported positive TQM benefits, but some installations believed it was too soon to judge TQM benefits; (4) TQM improved operating and internal conditions at DOJ; and (5) barriers to TQM implementation, including the lack of information and training on TQM tools, concepts, and theory, and employees believing they were not empowered to make changes, were less significant at DOJ than at other government installations due to TQM maturity.



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