ERIC Number: ED394027
Record Type: Non-Journal
Publication Date: 1991-May
Reference Count: N/A
Management Practices. U.S. Companies Improve Performance through Quality Efforts. Report to the Honorable Donald Ritter, House of Representatives.
General Accounting Office, Washington, DC. National Security and International Affairs Div.
The General Accounting Office (GAO) examined the impact of formal total quality management (TQM) practices on the performance of 20 selected U.S. companies that were among the highest-scoring applicants in 1988 and 1989 for the Malcolm Baldridge National Quality Award. Several key indicators used by companies to measure performance were analyzed. GAO staff interviewed representatives of the 20 companies and representatives of 18 groups concerned with issues of quality control, competitiveness, and work force development. In nearly all cases, companies adopting TQM practices experienced overall improvements in corporate performance. Although each of the companies studied developed its TQM practices in a unique environment with its own opportunities and problems, the following features of TQM systems were shared by the study companies: customer focus; management leadership; employee involvement; open corporate culture; fact-based decision making; and partnership with suppliers. It was emphasized that, although the study confirmed that many different kinds of companies benefit from putting specific TQM practices in place, it also established that none of the companies reaped those benefits immediately. (Appended are lists of participants in the GAO review and major contributors to this report.) (MN)
Descriptors: Business, Employer Employee Relationship, Employment Practices, Job Performance, Performance Factors, Personnel Management, Private Sector, Quality Control, Total Quality Management
U.S. General Accounting Office, P.O. Box 6015, Gaithersburg, MD 20884-6015 (first copy free; additional copies $2 each; 100 or more: 25% discount).
Publication Type: Reports - Evaluative; Numerical/Quantitative Data
Education Level: N/A
Authoring Institution: General Accounting Office, Washington, DC. National Security and International Affairs Div.